B I.
Failed and Broken
Failed, Broken? This company’s customer service is utterly unacceptable. After multiple failed attempts to get support and resolution, I’ve been met with dismissiveness, contradicting information, and a complete lack of accountability. Despite the watch being only a few years old and still under warranty (or so I was led to believe), they refuse to cover repairs or offer any meaningful assistance. Instead, I’m told to pay exorbitant fees for repairs that should be covered, and I’ve been jerked around with inconsistent and unhelpful messages. Their responses are vague, contradictory, and glaringly indifferent to the frustration and inconvenience caused. They seem more interested in avoiding responsibility than standing behind their flawed product or providing genuine support. I’ve had two watches fail — one unrepairable by local shops, and now I’m left with expensive, non-functional products and zero recourse. If you’re considering buying from this company, beware: their customer service and warranty policies are a complete sham. I would strongly advise against investing in their products, as they clearly do not stand behind what they sell and treat customers' concerns with dismissive contempt. This has been one of the most disappointing experiences I’ve ever had with a brand. And, yes as others have noted below I spoke with this infamous customer service person whose name must not be named due to Trustpilot guidelines...whom I asked if he was an AI ChatBot and "he" said no. I dont trust it. So when they continue to respond in the affirmative that they want to make sure you are happy - TRUST ME when I say they do not follow up tangibly on ANYTHING they say. Bottomless promises.
Response from Lilienthal Berlin USANov 20, 2025
Hello, thank you for your review. First of all, I would like to say that we are sorry that your watch is not working as it should. I have reviewed your situation and our team's communication with you and would like to clarify a few details. Indeed, we currently offer a three-year warranty on our watches, but unfortunately, this only applies to purchases made from May 2025 onwards. It does not apply to purchases made earlier. Since your watch was purchased in April 2023, in July 2025, when you contacted us, the two-year warranty had unfortunately already expired. As far as I can see, this is the same response that our team gave you in our correspondence. We are not shirking our responsibility, and we also offered you a solution in the form of repair work at our service centre. We did not in any way want to express contempt or anything like that, but unfortunately, in your situation, the warranty period has indeed already expired. And also I would like to add that our support team consists of real people, and you were able to talk to them. I understand your disappointment, and I would like to apologise for it once again, but unfortunately, due to the fact that the warranty period for your purchase has expired, all we can offer you is repairs at reasonable prices at our service centre.