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
Showing 113 reviews with 1 star · Clear filters
Kenneth W.
Not worth the money and customer service sucks
Response from Paul RichOct 22, 2026
Hi Kenneth, we checked your order and the photo you sent us. The watch you received is the exact model you ordered, the Legacy Gold Green. The version with green stones around the bezel is a separate model, the Legacy Gold Green Emerald. If you have any questions, write to us at [email protected].
kris B.
I ordered on the 25th of September it's been held up at customs for 5 days already and said that it would be here today 9th of October. I have argued with my boss to take a day off work loosing out on £150-200 because of the lost day, now it's been updated ON THE DAY that it won't be coming for at least... another week providing the same thing doesn't happen again, it's just bad service man, looking at the negative reviews from people on trustpilot as well they don't really seem to care either, just give you a generic we are sorry here is our email address. I'm really disappointed I didn't get my watch AND I lost a day's work. Id rather of paid the extra 50 for the watch and gotten it from a resaler, would of been cheaper in the long run anyway :( Order #142311SB
Response from Paul RichOct 9, 2026
Hello Kris, Thank you for sharing your concerns with us. We sincerely apologize for the frustration and disappointment this situation has caused, especially considering the time you took off work and the financial loss you experienced while expecting your watch to arrive. After reviewing your order, we would like to clarify that a delivery date had not been confirmed for your parcel, as it is currently being held by customs due to unpaid import duties. Unfortunately, until these charges are settled and customs releases the parcel, the courier cannot proceed with scheduling the final delivery. We understand that this has been a disappointing experience, and we regret the inconvenience this delay has caused. To move forward with the delivery, we kindly ask that you settle the outstanding customs charges through the appropriate customs authority or courier. We appreciate your patience and understanding. If you have any questions about your order or need further clarification, please let us know, and we'll be happy to assist you. Best regards, Paul Rich Customer Support
Paul B.
Never received , no refund
Response from Paul RichOct 8, 2026
Hi Paul, the carrier took this order out for delivery on July 13. On July 14 it recorded the delivery as refused, and sent the package back to us. You then disputed the payment with your bank, and the bank returned the money to you. You both received the package (although you refused it) and you were fully refunded by your bank.
Hamed R.
bought a Paul Rich Frosted Star Dust watch, and after using it for some time, the watch band became damaged. I contacted Paul Rich because I wanted to purchase a replacement band, but their customer service has been extremely frustrating, even though they have the same watch and it is same size but just newer version called(||). They keep denying saying they don’t sell that watch no more. Which is incorrect, they could provide the band. Even thought the new version Is same size as this one they won’t sell the band. They lying that it won’t fit. Instead of providing a clear answer or offering a replacement band, I was given different explanations. At one point I was told that they no longer sell the watch, and at another point I was told that they don't have the parts. I was also told to go to local watch stores. The problem is that this is not a standard watch band that can simply be replaced with any ordinary band. Paul Rich's own website lists the Frosted Star Dust II as having a non-interchangeable strap. Yet they don't provide customers with a clear way to obtain replacement bands or parts. I paid a significant amount of money for this watch, and I don't think it is reasonable that a company selling a $399 watch cannot provide a replacement band or a clear solution when the band becomes damaged. What makes this even more frustrating is receiving different explanations from customer service instead of a straightforward answer. I liked the watch, but the lack of after-sales support and replacement parts has been very disappointing. I would strongly recommend considering the availability of replacement parts and customer support before purchasing from Paul Rich.
Response from Paul RichSep 12, 2026
Hi Hamed, Thank you for taking the time to share such detailed feedback. We sincerely apologize for the frustration and confusion you experienced while trying to obtain a replacement band for your Frosted Star Dust watch. We completely understand your disappointment, particularly because you received different explanations regarding the availability and compatibility of the Frosted Star Dust II strap. We’re sorry that our previous communication was not as clear and consistent as it should have been. To clarify, although the Frosted Star Dust II may appear similar in size to your original Frosted Star Dust, its strap is specifically designed for that model and is listed as non-interchangeable. Unfortunately, we also do not have replacement straps or parts available for the original Frosted Star Dust. We understand that being directed to a local watch or jewelry store may not have been the solution you were hoping for, especially given the specialized design of the band. However, a local watch specialist may be able to determine whether they can assist with repairing or finding a suitable alternative for your existing band. We truly value your feedback regarding replacement parts and after-sales support, and we’ll make sure your concerns are shared with our team. We’re sorry that your experience did not meet the level of service we strive to provide. Thank you again for bringing this to our attention and for being a Paul Rich customer. Best regards, Paul Rich Customer Service
John
I bought a watch on Jan 2026 and the minute hand has fell off I contacted them showed the proof it was under warranty they credited the amount I payed for the watch i chose a watch and offered to pay the difference which they said we can't do don't bother buying anything from this company
Response from Paul RichSep 3, 2026
Hi John, Thank you for taking the time to share your experience with us. We sincerely apologize for the frustration and disappointment you’ve experienced throughout the warranty replacement process. We understand how upsetting it can be to have an issue with your watch and then find that the replacement option you selected was not available within the applicable replacement value. We also appreciate that you were willing to pay the difference for the watch you preferred. To clarify, under our warranty replacement process, we can provide a replacement up to the amount actually paid for the original watch. Unfortunately, we’re unable to collect an additional payment to cover the difference if the replacement selected exceeds that amount. We understand that this may not have been the outcome you were hoping for, and we’re sorry for any confusion or inconvenience this has caused. Our intention is never to make the process more difficult, and we truly value your feedback regarding your experience. We appreciate the opportunity to assist you and hope we can provide a better experience in the future. Kind regards, Paul Rich Customer Support
Suraj T.
If I could I give negative 0 I did order watch from uk and it took one month to arrived I was so excited but it ruined everything they send me wrong watch speak with agent they said it’s not our fault so I send it back paid all the postage fee when they get it back then they said we don’t have the watch which you order what a same. It’s disgusting please don’t get scammed.
Response from Paul RichJun 27, 2026
Dear Suraj, Thank you for taking the time to share your feedback. We are truly sorry to hear about your experience and sincerely apologize for the frustration and disappointment this situation has caused. We understand how upsetting it must have been to wait for your order, receive the wrong watch, and then learn that the model you originally ordered was no longer available after your return was received. We also recognize the inconvenience of having to pay the return shipping costs, and we understand why this has left you feeling dissatisfied. While we understand your frustration, we would like to assure you that our customer support team follows established policies and protocols when handling all orders, returns, exchanges, and warranty requests. Our decisions are made in accordance with these procedures to ensure that every customer is treated fairly and consistently. We regret that, in this instance, the requested model was no longer available by the time your returned item was received and processed. We understand this was disappointing and sincerely apologize for the inconvenience. Your feedback is important to us and has been shared with the appropriate team for review as we continuously work to improve our products and customer experience. Thank you for sharing your experience, and we apologize once again for the inconvenience caused. Kind regards, Paul Rich Customer Support Team
Brianna W.
I was sent the wrong watch but I did not complain because I had no time to complain i had to give them a gift at that moment so I had to keep it unfortunately
Response from Paul RichJun 3, 2026
Hello Brianna, Thank you for your feedback. We understand that you needed to give the watch as a gift right away and may not have had the opportunity to contact us at the time. However, based on our records and the packing documentation for your order, the correct watch model was shipped. Since this review is the first time we have been made aware of this concern, we were unfortunately not given the opportunity to investigate or rectify the issue. If there was an error with the item received, we would have been happy to review the matter and explore available solutions. For any future concerns, we encourage you to reach out to our support team directly so we can assist you as quickly as possible. Kind 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