The Bridge | Watch Straps Avis 

Purchased a strap late last year, and after little use, one of the pins failed.
Initially there were a few challenges with receiving a replacement, however, after changes to their customer service processes, I can confirm that I have been more than adequately compensated.

Great quality, very happy with this purchase

So far, i have been very pleased. the look and feel are great. the key for me is will it last. if it does, I'm a customer for life.

I really liked my Henley watch strap but I began to wonder if these were not built to last, despite the Bridge Watches claims that they spent lots of time researching the design,

I expected a strap which retails for £69.99 to last more than 12 months before starting to split and more than 18 months before it fails completely.

I contacted The Bridge Watches, but they told me that 18 months was a reasonable lifespan for a strap, so it would not be covered under any guarantee.

Having posted a review here accordingly, I was pleased to find that the CEO of the company obviously takes such things very seriously and intervened accordingly.

He informed me that this was an unacceptable situation and that it was most likely a manufacturing defect in that particular strap and the response provided was due to a new member of staff not bring fully aware of their policies.

From that point onwards, I cannot fault their service and a replacement watch strap was delivered very promptly. During this process, the communication and updates provided were quite exemplary.

I would still highly recommend their products.

Following a previous review:

Previously I had an Augusta strap which failed after just two months. Im a previous purchaser of the Henley strap with no issues.

After my complaint regarding the Augusta Strap, The Bridge replaced FOC with another Henley strap and refunded me the difference.

Things go wrong sometimes but it's how a company treats a customer to put things right. The Bridge did this in a positive way.

Amazing high end watch band just love the look and feel. Great communication re delayed delivery. Definitely will buy more!

EDIT 2 - I would like to thank Oliver for his help in resolving my issues and also listening to my feedback as a customer. Oliver was very responsive, keeping to his word and worked hard to provide a strap that fits. He recognised that there were a few customer service issues which are now being addressed.
I have nothing but praise for the straps that my husband and I have recently bought from The Bridge Watches, as stated in my first reveiw. They are all really great quality and look good too.
Their website really does have great models and photos that draw you into wanting their products which look as advertised when they arrive.

EDIT - Thank you to Oliver's response. However, your team have now asked for a video and photos to prove that it is the wrong size. Order 18276. I have raised this as a complaint now.

They are great at sending out watch straps and if they fit and are what you want, then great. if not ...
Their Customer Service is not great, it takes days to respond and then they send out the wrong replacement.
I bought 3 watch straps, 2 were great the brown Soho looked like a piece of corrugated cardboard and didn't match my expectations.
I wrote as you can't speak to anyone and was asked to send back the strap, at my own expense. They took weeks to say that they had it and then sent our a replacement that was the wrong size. I am still waiting for a replacement.
If you get your item first time then fab, don't hold your breath for the customer service team.

Quality product, online process was very efficient

Update to the below review:
After posting an unhappy review about a confused service, the Bridge staff sent me a replacement strap very quickly and apologised for the miscommunication. I’m happy to have received a replacement and that they acted so quickly following my dissatisfied review.
I’m also very happy with the two straps I have purchased from them.

Handsome strap, good quality, prompt delivery at a reasonable price.

An excellent strap, very comfortable. And quick delivery too.

Hi I’ve had a Henley for approx a year.

It’s been great but unfortunately one of the loops broke off so I made contact with bridge. They couldn’t have been nicer and kindly sent 2 new loops free of charge (I had offered to pay) inclusive of postage. Now that’s outstanding customer service! 👏🏽👏🏽Steven Newlands

The first shipment was lost in the mails; most likely a stateside fault. Bridge very kindly, and without further ado, sent on a replacement. A good looking thing it is, too.
Thanks very much.

I still haven't received my wristband.

My order went missing. When I inquired, the responses were prompt and professional. And this was right across the Xmas holiday period. The item was eventually tracked down and I could not be happier with the purchase. Looks great, and so comfortable to wear. Am thinking about another one.

I own 3 straps from The Bridge because I appreciate their quality and great looks. Recently, the pin that holds the strap on my navy blue “Sailing Strap”, my favorite, detached and was lost.
I noticed that the company offers a lifetime warranty, so I got in touch with customer service and they agreed to replace the strap at no cost to me.
Not only, a quality product, but a quality service philosophy.
Thank you!

High quality product and even better customer service that rivals high end department stores!
Great customer service thank you.
Tony L.

They delivered the wrong size, which I returned. They sent a replacement which was faulty, which I returned and requested a refund. 12 emails and 10 weeks later I finally received a refund for the strap. I also claimed returned postage costs of £10, but they initially refused my claim. I pointed out that as they are 'distance selling' they are legally required to pay postage on returns. They agreed to refund my postage but to date I still have not received a refund!

Update: I have now received a refund for the postage, plus a £5 goodwill payment, but only after I posted this on Trustpilot!

Update Feb '25: The CEO responded to this review, apologised for everything that went wrong and has sent me two free straps. The Bridge came good and I finally got my strap - I will leave it to you to decide whether the result constitutes good customer service!

Have to say I was very impressed with the quality and the service