Paul RichPaul Rich I International Official Store
Paul Rich (paul-rich.com) has 504 customer reviews on Five Star Index, with an average rating of 3.9 out of 5.
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Jewelry & Watches · Huntington, New York
Excellent
Jewelry & Watches · New York, New York
Excellent
Jewelry & Watches · New York, New York
Excellent
Jewelry & Watches · Brooklyn, New York
Excellent
504 approved reviews, newest moderated first
Hamilton M.
Overall beautiful looking product
Response from Paul RichMay 2, 2026
Dear Hamilton, Thank you for your kind message! We’re delighted to hear that you find the product beautiful. Your feedback truly means a lot to us, and we’re glad the design met your expectations. If you ever need any assistance or have any questions, please don’t hesitate to reach out—we’re always here to help. Warm regards, Paul Rich Customer Support Team
Leclere C.
Site très sérieux, ont répondu à toutes mes demandes sous 24 h, décalage horaire oblige, et avec beaucoup de gentillesse. J avais un bracelet de montre qui fonctionnait mal, ils m ont demandé une vidéo pour voir et quelques jours après je recevais une nouvelle montre.
Response from Paul RichApr 29, 2026
Hello Leclere, Thank you for taking the time to share such detailed feedback, we truly appreciate it. We’re very glad to hear that you had a smooth and positive experience, and that our team was able to respond promptly and assist you effectively despite the time difference. It’s also great to know the replacement process for your watch strap issue was handled well and that you received a new watch in a timely manner. Your satisfaction means a lot to us, and we’re happy we could resolve everything for you with care and efficiency. If you have any further questions or concerns, please don't hesitate to reach out to us. Best regards, Paul Rich Customer Support
Siobhan
Tried to ignore negative reviews with how good the watches looked online. Paid £400 and £100 customs tax on a watch I had been looking at for wks and decided to go ahead. Courier had instructions to deliver at pick up point case no one was home, got notification to say it had been delivered there so went but didn’t have barcode to get so msgd both this company and courier. Paul rich advised it was delivered to pick up point and courier says it was delivered to my address!! I have ring door bell of ups driving through my street but never came to my house or delivered item. 3 wks down the line and Paul Rich keeps sending me back to courier and courier saying all investigations will go back to the send(Paul Rich) They did ignore me for a wk until i opened PayPal investigation on this too, but just added tracking to say delivered and not anything about investigation. Don’t bother wasting your time or money like I have!! !!!!!!!!!!!!!! 27/4/2026 - further update won’t let me reply direct to their reply. Case is still being reviewed through PayPal 27th April 2026 so again that’s nonsense, you told me it had been delivered to pickup point which they told you, then they told myself it had been delivered to my address. They have told me the contract is with you so final investigations will go to you but you have told me the opposite. Maybe communication with your team would be helpful before a reply publicly. I can share the screenshot of the PayPal investigation being under review still too as of 27/4/26 - 1.23pm You never got back to me for days with questions until I opened an investigation with PayPal after being sent back and forth again for 2 wks I can send screenshots if needed, which I have never done and never intended to do with PayPal.
Response from Paul RichApr 24, 2026
Hi Siobhan, Three corrections for context: the pickup-point delivery was at your request, and our team responded to your messages throughout the three weeks: we have the full ticket history on file. The conflict between UPS marking the package delivered and your account is something only UPS investigations can resolve, since they hold the GPS and scan data. Worth flagging for anyone reading: PayPal closed this dispute in your favor and refunded the full £408.80 a few days before you posted this review. Paul Rich
Brian D.
Placed order over ten days ago. Received tracking number but tracking doesn’t show any updates. Called customer service multiple times but call goes straight to voicemail. Left message but no response
Response from Paul RichApr 10, 2026
Hello Brian, Thank you for sharing your feedback, and I sincerely apologize for the frustration and inconvenience you’ve experienced with your order and the difficulty reaching us. I completely understand how concerning it is to have a tracking number with no updates and not be able to get through via phone. At this time, we do not offer phone support. However, our team is fully available and ready to assist you via email at [email protected], where we can properly review your order details and provide a clear update or resolution for you as quickly as possible. We truly appreciate your patience and the opportunity to make this right for you. Please do not hesitate to reach out to us if you have any further questions or concerns. Best regards, Paul Rich Customer Support
Ashley W.
It’s been months and still no watch as it’s stuck at customs. I’ve asked for help multiple times but still nothing. Even the delivery company’s won’t help. So to this day still nothing watch and waiting.
Response from Paul RichApr 7, 2026
Hi Ashley, Thank you for reaching out, and we’re truly sorry to hear about the continued delay with your order. We completely understand how frustrating it must be to wait for months without receiving your watch, especially after reaching out for assistance multiple times. As previously shared, once a shipment reaches customs in the destination country, the clearance process is handled directly by local customs authorities and the carrier. Unfortunately, this is outside of our direct control, and we’re unable to intervene in the customs process itself. That said, we absolutely understand that this situation has gone on longer than expected and recognize how disappointing this must be. We’d be happy to take another look at your shipment and review the available options with you. Could you please confirm your order number so we can check the most recent status and determine the best next steps? We sincerely appreciate your patience throughout this process and remain here to support you. We’ll do our best to help find a resolution. Warm regards, Paul Rich Customer Service Team
Carlee R.
fast shipping and beautiful watch!
Response from Paul RichApr 7, 2026
Hi Carlee, Thank you so much for your kind words! We're thrilled to hear that your order arrived quickly and that you're enjoying your new watch. It means a lot to us to know that both the shipping experience and the watch itself met your expectations. We put great care into both our designs and delivery experience, so your feedback truly makes our day. If you ever have any questions or need assistance in the future, please don’t hesitate to reach out. We're always here to help. Enjoy your beautiful new watch, and thank you again for choosing Paul Rich! Warm regards, Paul Rich Customer Service Team
customer
Great product absolutely nothing wrong with the watch. I loved it. My only issue was with the shipping. The shipping box was banged up pretty bad and the item smelled heavily of cigarette smell which was from the delivery truck.
Response from Paul RichMar 4, 2026
Hello, Thank you so much for your kind words about the watch — we’re truly happy to hear that you loved it and that the product itself met your expectations. That said, we’re very sorry to hear about the condition of the shipping box and the cigarette odor upon delivery. We completely understand how disappointing that must have been, especially when you’re excited to receive your order. Please rest assured that all of our watches are packed in a smoke-free warehouse before being handed over to the courier. Unfortunately, once the parcel leaves our facility, the handling and transport conditions are managed entirely by the shipping provider. Your feedback is very important to us, and we will certainly escalate this concern to the courier to help prevent similar situations in the future. We truly appreciate you bringing this to our attention. If you have any further questions or concerns, please don't hesitate to reach out to us. Best regards, Kevin - Paul Rich Customer Support
Hîrtopanu A.
I do not recommend this site, I returned a watch back, they gave me the wrong address in the Netherlands, where the package could not be delivered, the package was left at a packageshop and returned to me back because the watch was defective! I do not recommend!!!
Response from Paul RichMar 4, 2026
Hello Hîrtopanu, We’re truly sorry to hear about your experience and understand how frustrating this situation must have been, especially when you were simply trying to return a defective watch. Upon carefully reviewing your case, we can confirm that the return address provided was correct and matches our official warehouse details. Based on the tracking history, the delivery issue occurred due to the courier’s handling, as the parcel was redirected to a package shop instead of being delivered directly to the warehouse. As previously advised by our team, you needed to reach out to the courier to reattempt delivery to complete the return successfully. Please note that we are unable to arrange parcel pickups for returns, and all return shipments must be delivered directly to our warehouse address to be processed. Now that the parcel has been returned back to you, we absolutely want to help resolve this properly. We kindly ask that you contact our support team so we can guide you through arranging a new return and ensure your refund is processed smoothly this time. We understand how disappointing this has been, and we’re here to assist in getting this sorted out for you. Should you need anything else, please let us know. Best regards, Paul Rich Customer Support