BrathwaitWe create iconic wristwatches dedicated to the world’s first gentleman, Richard Brathwait. We’re all about genuine quality at a great price, as a true gentleman might go about it.Brathwait’s mission is simple: introduce transparency and honesty to watchmaking - something no other company is doing. Unlike other brands, we’re transparent about what it costs to make our products, and what materials are used to create them so people know exactly what they’re paying for.
Brathwait (brathwait.com) has 175 customer reviews on Five Star Index, with an average rating of 1.8 out of 5.
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Andrew
Had the watch under 2 years, and it has broken with the hands no longer aligned correctly. This is despite minimal use and no damage or knocks over this period. Brathwait advised out of warranty so are not willing to offer any support. Maybe I was just unlucky, but very poor experience with Brathwait and their support team. Would suggest you avoid.
Rhett B.
Order a replacement band for my watch and got an email a few days later that it was out of stock and would take 4-6 weeks. No mention of it anywhere on there website or in the ordering process. Pretty annoyed that this company can’t take the time to be up front with people before their purchase. I went to their website and couldn’t even leave a review there (Notice only 5 star reviews appear on their site)
Response from BrathwaitAug 26, 2021
Dear Rhett, Thank you for taking the time to review us. Our processes and factory lead times have been adversely affected due to the challenges caused by the Covid-19 situation, and we would like to apologize. As you are aware, a delay in lead times/production time has a knock-on effect on some orders going out in the normal timeframe. We are working around the clock to minimize lead times and place larger and more frequent orders to combat the effects. If your order has not yet been shipped please contact our customer service team at [email protected] who would be happy to assist you and we are truly sorry for any inconvenience caused. We look forward to hearing from you. Kind regards, Sincerely, The Brathwait Team
Jessica L.
Honestly the worst customer service. I ordered my husband a classic slim steel men’s watch in November 2020. We’re now in July and still no watch. The first month I contacted them, they’d say the watch was back ordered for a month. Then no communication until I reach out again, and again, and again, and again. If you’re wondering — their excuse is 5-7 business days every. Single. Time. Do not order from them. They won’t even tell you if it’s backordered until you reach out yourself.
Response from BrathwaitJul 29, 2021
Hi Jessica, Thank you for taking the time to give us your feedback. We're really sorry to hear about your negative experience and would like to apologise. This is not the service standards we aim to deliver and we trust you received your refund promptly when requested. We are a relatively small company which causes us to not have the ability to keep large inventories. This can, unfortunately, lead to some backorder and delays for specific products from time to time, especially at the current time due to the challenges caused by the Covid-19 situation. This has meant our processes and factory lead times have been adversely affected and delayed some orders from going out in the timeframe that our customers and we expect. We are working around the clock to minimize this impact. We hope that you'll give us another opportunity in the future. We hope you'll give us another opportunity in the future. Kind regards, The Brathwait Team
Evan A.
For anyone reading, I would not recommend this product to anyone and would do your research. I think DW personally is the way to go. I ordered a rose gold watch from Brathwait and was genuinely excited. Battery died a few months in and the strap fell apart in less than a year. I rarely wore it. They said it wasn't covered under warranty. I tried to order replacement and it's been on backorder for 6+ months. Customer service was incredibly slow to get back to me and provided no assistance. Likely going to donate the watch and buy a DW. I've heard nothing but good things but would recommend you look at others far before Brathwait.
Response from BrathwaitJul 14, 2021
Dear Evan, Thank you for taking time to provide us with your feedback. We were sorry to learn that you were not entirely satisfied with your purchase. Please rest assured that we have noted your comments, and this gives us the opportunity to review our customer service standards and make necessary improvements. Kind regards, Sincerely, The Brathwait Team
kw
The customer service was quite unsatisfactory and the business trustworthiness was uncertain! It was end of last Nov when I placed the order for a Swiss automatic watch for a total of about HKD4000. However, it was not delivered close to end of Feb. The order was confirm cancelled on early Mar and had promised to arrange full refund. After some enquiries I finally could have the refund two months later on early May.
Response from BrathwaitMay 5, 2021
Dear Customer, Thank you for taking the time to write us a review. We are very sorry to hear that you were not satisfied with your experience and appreciate that you have brought this matter to our attention. We take all feedback from our customers very seriously and we will be investigating your issue to find out what may have happened and the reason for the long processing time. We apologize that we did not deliver the service you expect from us this time but hope you will give us another chance in the future. Sincerely, The Brathwait Team
Michael P.
I don't usually write reviews and I try to be understanding with companies as not everything works perfectly etc. However, I order some watch straps with Brathwait in their Black Friday sale in November 2019, one of these straps arrived about 6 months later (the one I didn't want, although this is not their fault) and the other 2 NEVER ARRIVED! I emailed numerous times and was given many different expected shipping dates all of which were not realised. Finally, I had to cancel my order to get a refund 15 MONTHS after my order even though I still want a watch strap. They have done many sales promotions online and are still selling the watch straps seemingly without issues so I have no idea and no explanation from Brathwait as to why my order was on backorder for 15 months and other orders must surely be completed as they still available to buy online. Genuinely worst experience I have had with a company
Response from BrathwaitApr 22, 2021
Dear Mr Payne, Thank you for taking the time to provide us with your feedback. We're really sorry to learn about your negative experience and would like to apologise. This is not the service standards we aim to deliver and are very keen to make this right. We are a relatively small company which causes us to not have the ability to keep large inventories. This can, unfortunately, lead to some backorder and delay for our products from time to time especially at the current time due to the challenges caused by the Covid-19 situation. This has meant our processes and factory lead times have been adversely affected and delayed some orders from going out in the timeframe that our customers and we expect. We fully understand your frustration and apologize for the inconvenience. If you could contact our customer service team at [email protected] we would love to try and turn your experience around. We hope we may have the opportunity to deliver a better experience in the future. Sincerely, The Brathwait Team
Joe M.
I ordered a Brathwait watch direct in AUG 2018 as a wedding gift for my wife to give her on our wedding day in early OCT 2018. It took Brathwait 4.5MO to deliver my order. They were not forthcoming about the delay, rather would simply push out the advertised ship date about 3-4 weeks each time in inquired, until it finally arrived. Recently the second hand became affixed and stop functioning. I reached out to Brathwait and am awaiting a response. They have a 1YRS warranty. One star review is due to the 4.5MO order lead time (which was not advertised) coupled with a service life before it broke. UPDATE: As suspected, they denied to address the malfunctioning second hand citing one year warranty. SAVE YOUR MONEY, buy a better product with better service.
Response from BrathwaitMay 5, 2021
Dear Joe, We would like to thank you for your feedback. We are very sorry to hear that you were not satisfied with your experience and appreciate that you have brought this matter to our attention. We take all feedback from our customers very seriously and we will be investigating your issue to find out what may have happened and the reason for the long processing time. We apologize that we did not deliver the service you expect from us this time but hope you will give us another chance in the future. Sincerely, The Brathwait Team
Austin H.
Strongly advise against purchasing a watch from Brathwait. I ordered a watch and extra bands in April of 2020. They took my money and I never heard from them for a month and a half when I contacted them. They said my order was never sent due to covid delays but assured it would be soon. I decided to wait and again, didn’t hear from them until I contacted again at the end of July. They said they’d start shipping again in august... same thing happened. Wanting to give them the benefit of the doubt, I continued to wait and made one last inquiry for an update in October 2020. They said my watch was qued to ship in 3-5 weeks. In Jan 2021 I cancelled my order. The worst part to me was not the 9+ month wait, it was that not once did they ever contact me to inform me of the long lead times/delays. There was a massive lack of transparency and honesty and it became infuriating. I also should note that I checked the website many times throughout the 9 months. Not once did they ever advertise back orders or delays and I found it extremely inappropriate. I just purchased a Sternglas watch. I inquired about lead times due to covid and they responded immediately. The watch was shipped to my door in the U.S. from Germany in less than a week and is fantastic! Packing and quality is spot on. Don’t waste your money on Brathwait
Response from BrathwaitFeb 15, 2021
Hi Austin, Thank you for taking the time to leave us this review. Due to the challenges caused by the Covid-19 situation, our processes and factory lead times has been adversely affected and we would like to apologize. As you are aware, a delay in lead times/production time affect us and delay some orders from going out in the timeframe that our customers and we ourselves expect. For that, we greatly apologize; we are working around the clock to minimize lead times and place larger and more frequent orders to combat these effects. We try our best to anticipate backorders and to contact customers that have been or will be affected by any delays, it seems we failed at keeping you sufficiently updated and take your feedback seriously. We are a small company but we are working hard and diligently to get back to normal after the effects of 2020. We are happy you received your refund promptly and hope you will give us another chance in the future. We hope to be able to count you among our customers again in the future. Kind regards, The Brathwait Team
