R.L. Austen Jewellers

I purchased a Tudor watch recently from Austins.It began positively with online chat, in which I asked the lady to confirm that the watch was new. The lady confirmed that it was new, and I went ahead with the purchase. Because it was 4pm at the time, the lady told me that the watch would be dispatched the following day (Friday).Given that the watch was being dispatched Friday, I hoped that the watch would arrive Saturday. I contacted Austins Saturday morning to ask them for the Royal Mail tracking number, and was told that the watch had not been dispatched yet and would be taken to the post office that morning, and tracking number provided when sent. When the tracking number was received, it showed that the watch was received at the post office early afternoon. I hoped that the watch would get to me on Monday, but it was not collected by Royal Mail until Monday, and it arrived Tuesday.On inspection of the watch, it became apparent that the strap was a little worn looking in a couple of places. When I phoned the shop to query whether the watch was new again, I was told that it was older stock that may have been tried on the shop by multiple people. So, not really new. After I complained, Austins asked me to send them photos of the strap and then reluctantly agreed to refund me the price of a new strap, but caveated that I would not be able to return the watch if I accepted. I should have considered that a red flag, but didn't.Over the course of the next 2 weeks, I wore the watch, but started to notice that when not worn for a day or less in some cases, it would stop. I appreciate that it happens with automatics, but this seemed to be worse than other automatic watches I have bought previously, and this Tudor was advertised as having a 70 hour power reserve.I decided that I wanted to return the watch and phoned the store and spoke to the manager, but she refused the return, suggesting that I either go to a local Tudor dealer, or send it back to Austins so that they could send it back to Tudor for repair. It was 13 days since receiving the watch, and Austins initially stated that it was beyond the 14 day return period. The Manager seemed to want me to provide some form of diarised evidence of the exact times I was wearing the watch and not wearing it. She claimed that Austins are proud of their customer service.I phoned my local Tudor dealer (about 20 miles away from me) to ask if they would be able to send the watch back to Tudor and was told that they could, but it would take up to 10 weeks for it to be returned to me (though Tudor would prioritise work within guarantee period).I phoned Austins again to complain, and the watch Manager, Peter, suggested that 10 weeks was 'normal' for that service. I suggested that buying a watch 13 days ago, and then having to send it away for 10 weeks is not 'normal'. Peter said that he would get the general manager to phone me again about it when she came back from lunch. I had to chase that call later in the day. The Manager changed her story from not wanting to accept the watch back because it wasn't within 14 days, to having the right to get it repaired because I had accepted the watch. She also suggested that it being tried on by multiple people was not the same as not being new, and that I had benefitted from a discount on the purchase price. I wouldn't say that I feel lucky because of that. Her final offer was for me to send the watch back to Austins for them to test on a automatic winder, which isn't the same as wearing a watch and then taking it off for half a day.All in all, a disappointing experience. Most watch shops seem to have 30 or 45 day returns periods, maybe because they are confident in their own service and what they are sending out. I pointed that out to the manager and she stated that other shops would only refund if the items were unused. I suppose that would depend on whether your definition of unused is the same as Austins. Eg tried on by multiple people.I would not recommend purchasing anything from Austins.

What a superb company R.L. Austen's is to deal with.They were highly recommended to us by Portsmouth Porsche and they have exceeded all our expectations.Joshua (the manager) was a joy to deal with and managed to provide my special milestone birthday watch in great time.My emails were always quickly and politely answered which made the whole process easy.I was also very impressed with the handover service by Debbie in the lounge area upstairs. She was calm, professional and very helpful and it made the day special.I love my new watch, thank you.We look forward to seeing you all again very soon.Kind regards,Steve & Dianne

Just the nicest people. I dropped in a watch for a new battery. As I returned late and they had already cashed up for the night they would take no money for the work. Kind and pleasant and honest. Highly recommended.

Popped in today to have my watch strap adjusted. Extremely friendly and helpful service. Can't fault the service.

Popped in to collect my knew Fope ring today. You guys offer the most amazing service - special shout out to Debbie and Sarah who helped me select the best ring in the shop for me and were very patient with me - I love it - and its very, very shiny! - Keep doing what you do, you are an awesome team of friendly, professional, attentive staff and I am a very happy customer who will be back again soon! Thank you as always, Michele

Very impressed by the customer service. Originally helped by Debbie Rose and subsequently by Peter Mellor. Both were very helpful and informative. A pleasure to find a sales team of such a high calibre. Nothing was too much trouble for Peter who obviously has a passion for watches and was therefore able and happy to pass on his extensive knowledge.

I visited the store to view some watches. The store had lovely items for sale and the person I met was very professional and knowledgeable. I would definitely recommend it.

We popped in earlier and was welcommed by the team and then a lady helped me with a couple of Tissot watches. Friendly and proffessional service and helped with the process of taking a couple of links out with the gentleman downstairs. We were offered a drink which we declined but was nice to be offered. The store was spotless, the staff very friendly. Highly recommending this jewellers in Chichester.

After purchasing my first luxury watch, I needed it sizing. Having never been in to this jewellers, I was welcomed by a friendly guy who was more than happy to help, he was very friendly and helpful and made sure that I was happy and comfortable with the fit of my new watch! And he didn’t even charge me! I was in and out within 10 minutes, great service! Definitely recommend and will be coming back in the future.