I purchased a limited edition U7251. While still under warranty I sent it for repairs after the winding rotor became detached and was spinning freely in the case resulting in the watch being unable to... もっと見る
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レビュアーのコメントを見てみましょう
This was the third urban watch I bought from Undone, showing how much I like them. My first was in 2014, on launch. That watch’s red writing has basically faded away and, despite my repeated communi... もっと見る
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Could not be happier with my purchase of the Yellow AquaDeep Submerge Carbon. Even bought a black canvas style strap to go with it to change up the look to suit different applications. The bright p... もっと見る
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I bought the Aquadeep Signal Black Automatic with the orange leather strap, as an owner of over 35 watches, I was surprised with the quality at the price point. A watch that will get some wrist time a... もっと見る
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企業情報
当該企業による記述
Welcome to Undone's official Trustpilot profile! With a distinct blend of traditional craftsmanship and modern personalization, Undone is revolutionizing the timepiece industry. Here, every watch tells a story - yours. Our platform offers a curated experience, allowing you to co-design a timepiece that resonates with your identity. From classic vintage designs to contemporary chic, there’s an Undone watch for every taste. Beyond our impeccable designs, we are deeply committed to customer satisfaction. Your feedback, as shared on Trustpilot, continually inspires us to enhance our services. As a globally recognized brand, we ensure swift deliveries and unmatched after-sales support. Dive into the reviews to witness countless testimonies of our unparalleled quality and service. Every Undone watch is more than a tool for telling time; it's a testament to one's style and personality. Our legacy is built on precision, innovation, and a keen understanding of our customers’ desires. We invite you to explore, customize, and cherish the Undone experience. Your time, your watch, your story. Embrace the Undone way!
連絡先
Unit 7A 35/F Cable TV Tower Wan, No 9 Hoi Shing Road, Tsuen Wan, New Territories, Hong Kong, 000, Hong Kong, 香港
- cs@undone.com
- undone.com
3.7
まあまあ
254件のレビュー
顧客にレビューを依頼しています
この企業は、ポジティブかネガティブかを問わず、顧客にレビューを依頼しています。
ネガティブなレビューの 100％に回答しています
通常1週間以内に回答
この企業のTrustpilot 利用方法
レビューや評価の取得方法、スコアリング、モデレーションのプロセスについて確認する。
Outstanding Customer Care…
Charrishe in Customer Care is absolutely outstanding. So helpful like 10/10.
I was enquiring about a watch and the help I received was fantastic.
2025年7月17日
自発的なレビュー
Undone Watches からの回答
Big shoutout to Charrishe for making your experience a 10/10.
Thanks for the love and for choosing UNDONE my dear Donnacha ⌚
Undone Watches からの回答
Hello Alejandra,
Thanks for the great review!
Enjoy wearing your new watch ⌚
UNDONE Team
I love undone watches - they are unique and something special
Thank you so much for this beautiful and powerful watch. I think, the model aquadeep submerge is the best-designed watch I've ever seen. Compliments and a thumbs-up to the designer of this watch. I'm very happy with this watch, as the price and performance are unbeatable.
Keep it up, Undone, you make your customers very happy. Best Regards to Hongkong from a very satisfied customer in Germany
2025年7月3日
自発的なレビュー
Undone Watches からの回答
Dear Volker,
Thank you for taking the time to share your experience! It means a lot to us to know that our work resonates with watch lovers around the world.
Wishing you many great moments with your watch, and we’re always here if you need anything!
UNDONE Team
Hi,I’ve order my 3 watch from them and…
Hi,I’ve order my 3 watch from them and they are amazing! Such great quality and their customer service is outstanding. Always willing to help! Will definitely order more watches from them.
2025年6月27日
自発的なレビュー
Undone Watches からの回答
Third watch already! That honestly makes our day. Thanks for taking the time to share this. We’ll be here whenever you're ready to add another to the collection!
All the best,
The UNDONE Team
Fake discounts from referral codes, still continues emailing me after unsubbing
Undone lies about discount referral codes; I signed up via a referral link that was meant to give a discount on my first order. I never received a code or gained access to a discount of any kind. I sent an email asking why this was the case, and the company responded saying that I cannot use discount codes on recently released watches, despite this not being stated anywhere and despite me not even saying which watch I wanted.
Chose not to purchase from a company that gaslights its customers. Also tried unsubscribing from email newsletters multiple times, only to end up receiving new ones days later. Real cool.
2025年1月14日
自発的なレビュー
Undone Watches からの回答
We’re sorry to hear about your experience.
Could you please share your order details or the email address you used to sign up with us so we can look into the referral discount issue and the email subscription problem?
You can also contact us directly at cs@undone.com so we can resolve this for you.
We look forward to hearing from you.
UNDONE Team
Horrible service
Horrible service
Watch strap fell apart
Am due 50 credit..still not issued
New order tookb2 months
When order showed wrong new strap
Co is a joke im posting online
2025年5月28日
Undone Watches からの回答
Hi there,
Thank you for taking the time to leave a review. I’m truly sorry to hear that your experience hasn’t met your expectations, and I’d like to take a moment to clarify each of the concerns you raised so we can address everything properly.
1. Watch Strap Falling Apart:
As discussed in our previous email, the original strap was purchased two years ago. Over time, natural wear and tear is expected, especially with leather straps. If this issue had happened within the first few months of purchase, we would have considered it under warranty. However, after two years, this unfortunately no longer qualifies under our warranty policy.
2. $50 Credit Still Not Issued:
Just to clarify, we did not offer or promise a $50 credit for the 2-year-old worn strap. We understand how disappointing this issue must be, but since the strap damage is due to regular use over two years, we were unable to process it as a warranty claim or offer compensation. We apologize if there was any confusion, but there is no record of such a credit being committed.
3. Delay on New Order:
You placed your order on May 11, 2025, for a customized watch. As clearly stated on our website, custom orders take approximately 17 to 20 working days to complete. Given the timeframe your watch was shipped on May 26 and delivered on June 6 , which was still within the expected timeline.
The additional time in transit was caused by an inspection delay with U.S. Fish & Wildlife, related to the strap in your order which you were aware of. This is a mandatory part of the import process for exotic leather products in the U.S. Unfortunately, we have no control over customs procedures, but we appreciate your patience with it.
4. Wrong Strap (Black vs. Silver Buckle):
We also reviewed your order carefully and can confirm that you selected the Red / Black strap with a black buckle. The strap we shipped matches your original order. We also sent you a copy of your order confirmation, which shows the exact strap and buckle option selected. If you'd prefer to return it, feel free to reach out.
I understand where your frustration is coming from, and We're here to assist however we can.
Warm regards,
UNDONE Watches
I've had a great experience with UNDONE…
I've had a great experience with UNDONE Watches. The design quality and attention to detail are top-notch, and I really appreciate the level of customization they offer—it makes the watch feel truly personal. Delivery was smooth, and the customer support was responsive when I had a quick question about my order. Overall, very happy with the purchase and would definitely recommend UNDONE to anyone looking for a unique, well-made timepiece.
2025年6月5日
自発的なレビュー
Undone Watches からの回答
Hi there,
Thank you so much for the amazing feedback!
We’re so glad to hear that you had a great experience with us from the design and customization to the smooth delivery and customer support. It’s always our goal to make each watch feel truly personal, so it means a lot to know that came through in your experience.
We truly appreciate your recommendation and are honored to have you as part of the UNDONE community. If you ever need anything, we’re always here to help.
Warmest regards,
UNDONE Watches
Second Undone watch
Second Undone watch, love it. I gave my first one to a friend, they instantly fell in love with it as I did. That is why I had to buy a second. Reliable and keeps time very well. Extremely durable in just about any condition.
2025年5月28日
Undone Watches からの回答
Hi there,
Thank you so much for your kind words and continued support it truly means a lot to us!
We’re thrilled to hear that you’re enjoying your second UNDONE watch just as much as the first. It’s awesome that your friend fell in love with it too what a thoughtful gift! Knowing that our watches are keeping up with you and performing well in all kinds of conditions is exactly what we hope for.
If you ever need anything or have any questions down the road, we’re just a message away.
Thanks again for being part of the UNDONE family!
Warm regards,
UNDONE Watches
I ordered the HOLOLIVE set from Undone
I ordered the HOLOLIVE set from Undone. They let me know a month later that their system was glitched and was actually sold out. They instead said that they had a few individual watches in stock and I could get one for 40% off - and they would include all the goodies (extra strap, acrylics, prints). I was elated. During this time I opened a complaint with Chase as it was still showing the full price on my Credit card.
I finally got the shipment. They removed all the extra goodies that they had promised in retaliation to me having the full price removed from the card. Why would I pay the full collector price of $2k for 1 watch? They never refunded me for the initial order….. and now there’s no extras. I’m working with their team right now to correct this but it’s looking unlikely - their support is incredibly unprofessional.
Buyer beware!
17June2025 - Update: I was able to work with Charrishe from the Customer Experience Team to re-ship the additional items that were supposed to be included. She has been wonderful to work with and has definitely improved my overall experience. I’m glad that it was able to be escalated and resolved!
Thanks Charrishe!
2025年6月1日
自発的なレビュー
Undone Watches からの回答
Hi there,
Thank you for taking the time to share your experience, and we truly apologize for the misunderstanding and the frustration this has caused.
We’re glad to confirm that the issue has now been fully resolved, including the successful delivery of the additional items that were originally promised. We appreciate your patience while we worked through everything, and we're grateful for the chance to make things right.
If there’s anything else you need or if any concerns remain, please don’t hesitate to reach out we’re always here to help.
Warm regards,
UNDONE Watches
HONTEUX ! TRÈS EN COLÈRE !
Très en colère ! Séduit par l'aspect de la montre, j'ai acheté une Urban Killy 40mm, un chronographe à quartz. Mais lorsque j'ai voulu remplacer la pile, je me suis rendu compte que le fond de boîte est clipsé ET SANS ENCOCHE. Impossible à ouvrir, même pour un horloger ! L'horloger doit l'envoyer en atelier ! Plusieurs dizaines d'euros pour remplacer une simple pile d'une simple montre à quartz à 265 $ ! QUI CONSTRUIT UNE MONTRE PAREILLE ?? J'ai contacté Undone, qui me confirme que c'est un procédé unique, et me propose un remplacement de pile pour 80 $ ! Première et dernière fois que j'achète cette marque. Quant à la montre, je vais la mettre en vente, en précisant (car pour ma part je suis honnête), que le fond de boite est spécifique. Et comme je ne doute pas que personne ne me l'achètera, cette montre finira sa vie dans un placard, si ce n'est à la poubelle.
Very angry! Seduced by the look of the watch, I bought an Urban Killy 40mm, a quartz chronograph. But when I wanted to replace the battery, I realized that the case back is clipped AND WITHOUT A NOTCH. Impossible to open, even for a watchmaker! The watchmaker has to send it to the workshop! Several dozen euros to replace a simple battery of a simple quartz watch at $265! WHO BUILDS A WATCH LIKE THAT?? I contacted Undone, who confirmed that it is a unique process, and offered me a battery replacement for $80! First and last time I buy this brand, as for the watch, I will put it up for sale, specifying, because for my part I am honest, that the case back is specific. And since I have no doubt that no one will buy it from me, this watch will end its life in a closet, if not in the trash.
Following the seller's feedback: Your response is completely irrelevant. Entire generations of watchmaking houses, far more illustrious than yours, make elegant, waterproof, even diving watches, with clip-on or screw-down case backs that are easy to open. I have a large number of them myself.
2025年2月19日
自発的なレビュー
Undone Watches からの回答
Hi,
Thank you for sharing your honest feedback. We truly understand your frustration.
The caseback on your Urban Killy was designed with a snap-fit closure to maintain water resistance and keep the watch looking sleek. This design does make battery replacement more delicate and requires specialized tools.
As we also advised in the email we sent you, our offer to replace the battery at our workshop is intended to protect your watch from any accidental damage during the process, we understand the shipping and cost can be inconvenient.
If you ever decide to send the watch in for service, or if there’s any other way we can assist you, please don’t hesitate to get in touch.
Warm regards,
UNDONE Watches
Undone Watches からの回答
Hi there,
Thank you for your feedback. We're happy to hear that the watch itself arrived in excellent condition!
We’d also like to assure you that every item we ship undergoes a full quality control check before it leaves our warehouse, including careful packaging to help protect the item during transit.
We appreciate you pointing this out, and we’ve shared your comments with our team.
If you’d like to discuss this further or need any assistance, feel free to reach out to us directly at **cs@undone.com** — we’ll be glad to help.
UNDONE Watches
Great service
Great customer service, came quick to help when needed, ordering and navigating the website was easy (would like to see past items/collabs as a setting to find items easier and shipping to have a choice to signature when its really really expensive) overall amazing
2025年3月28日
Undone Watches からの回答
Hi there,
Thank you so much for your kind words and for taking the time to leave us a review! We're really glad to hear that you had a smooth experience with our team and found the ordering process easy to navigate.
We also appreciate your feedback about viewing past items and having more flexible shipping options—those are great suggestions, and we’ll definitely pass them along to our designated team for consideration.
Thanks again for your support, and we look forward to having you back soon!
UNDONE Watches
Wonderful Watch Collaboration with Hololive!
The watches themselves arrived in perfect condition and as advertised/pictured. The case and overall presentation were magnificent with little touches from the sturdiness and how the box lights up when opened.
The only complaint is the acrylic stands arrived very scratched up because both the stand and main body were packaged together and the movement in transit caused the stand to rub against the main body.
Overall, very satisfied
2025年3月27日
Undone Watches からの回答
Hi there,
Thank you so much for your wonderful feedback and for being part of our Hololive collaboration! We're thrilled to hear that the watch and presentation lived up to your expectations — especially the light-up box and all the little details.
I’m really sorry to hear about the condition of the acrylic stand. Please know that all our items go through a full quality control check before shipping out, but we truly value your input and have shared this feedback with our team.
If you'd like us to take a closer look or assist you further, please don’t hesitate to reach out directly to us at **cs@undone.com** — we’ll be happy to help.
Thanks again for your support, and we hope you continue to enjoy your UNDONE timepiece!
UNDONE Watches
Very Disappointing Quality and Customer Service
I purchased a basecamp in Dec of 2023. It arrived on time. The watch was good until early Dec of 2024, when it clearly had leaked, with moisture and fog inside the face. Disappointing.
I then paid to return the watch under warranty. After asking for 3 months about the watch I finally recieved this reply, "Based on the findings, the issue falls outside our standard warranty coverage". No discussion of what the findings were, what the issue was, and why it is not covered. Why did it take 3 months (I tracked the return) to finally tell me to pay more?
Not impressed at all, with the quality, given that the watch was never abused, nor even worn in the water. Why would it fog up? And now to be told it is not covered.
Do Not Buy- Undone is a scam!
FYI although undone will say the watch was outside their warranty period - it was by only 2 weeks I purchased in Dec 23 and notified them in Dec 24
The company and their support suck
2025年3月30日
自発的なレビュー
Undone Watches からの回答
Hi there,
Thank you for your feedback. We understand your disappointment and would like to clarify the situation.
The fogging inside your watch was caused by moisture exposure, which can occur due to factors like worn gaskets or if the crown wasn’t fully secured. These conditions can allow moisture to enter the watch, even without direct water contact. While we strive for high quality in every watch, it's important to note that this is typically an issue related to regular wear or environmental exposure.
We want to emphasize that your watch was reported after the warranty period had ended. After a thorough assessment by our Engineering Team, we determined that the issue falls outside of our standard warranty coverage.
While we offered a discounted repair cost as a gesture of goodwill, we understand that you have chosen not to proceed with the repair. We regret that your experience did not meet expectations, and we are here should you have any further questions or concerns.
Thank you again for your understanding.
UNDONE Watches
I had an awful experience
I had an awful experience. There was no visibility on when the order was processed and product was going to be shipped. I inquired formally and never got a direct response. Only that my query was going to be addressed. After two months of silence I ordered cancellation of the product which was ignored. Honestly the purchase process has been so bad I don’t event want to look at the watches.
2025年2月28日
Undone Watches からの回答
We're sorry to hear about your experience, and we truly appreciate your feedback. At UNDONE, we’re always looking to improve our service. Please feel free to reach out to **cs@undone.com**, and our team will be happy to assist you in resolving any issues. We value your support and hope to make things right!
Amazing package for The Legends of Rock…
Amazing package for The Legends of Rock Beatles watch
2025年2月28日
Undone Watches からの回答
Hi there,
Thank you so much for your kind review! We're thrilled to hear that you’re enjoying the Legends of Rock Beatles watch and the packaging. We truly appreciate your support and are glad to know you're happy with your purchase.
If you ever need assistance in the future, don't hesitate to reach out at cs@undone.com!
UNDONE Watches
The purchase was made more than 10 days…
The purchase was made more than 10 days ago.
I understand the process of reviewing orders since I have my eCommerce and I also do that for my clients.
But I have not received my tracking number yet.
2025年2月20日
自発的なレビュー
Undone Watches からの回答
We’re sorry to hear about your experience and appreciate your feedback. We’re always looking to improve our service, and your input helps us do that. Please reach out to us at cs@undone.com, and we’d be happy to assist you further. Thank you!
Undone Watches からの回答
Hi there,
Thank you so much for your review! We're delighted to hear that you're happy with both the service and the product. We truly appreciate your feedback and are grateful for your support.
If you need anything in the future, don’t hesitate to reach out to us at cs@undone.com!
UNDONE Watches
Undone Watches からの回答
Hi there,
Thank you for your feedback. We apologize for the delay in delivery. The reason for the delay was the unpaid duty charges, which needed to be settled before the shipment could proceed. We're glad to hear that the watch arrived in perfect condition, and we appreciate your understanding.
If you have any questions or need assistance, please feel free to reach out to us at cs@undone.com.
Thank you again for your support!
UNDONE Watches
Jeg bestilte en klokke som hadde en…
Jeg bestilte en klokke som hadde en ødelagt sekundviser. I starten fikk jeg kontakt med kundeservice for å kunne sende klokken tilbake for reperasjon. Etter klokken hadde blitt sendt tilbake har kundeservice sluttet å svare meg. Nå er jeg usikkert på om jeg bare har kastet bort pengene mine. Merkelig kundeservice. Siste svar fra kundeservice var 22.01. Krysser fingrene for at de gir meg et svar på prosessen snart.
2025年1月22日
自発的なレビュー
Undone Watches からの回答
We’re sorry to hear about your experience and appreciate your feedback. We’re always looking to improve our service, and your input helps us do that. Please reach out to us at cs@undone.com, and we’d be happy to assist you further. Thank you!
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企業は、自動招待を介してレビューを依頼することができます。この方法で得られたレビューは、本物の経験に基づいたものであり、確認済みのラベルが付与されます。
他の種類のレビューについての詳細はこちらをご一読ください。
プラットフォーム保護のため、専門チームと高度なテクノロジーを駆使しています。偽レビューとの闘いについての詳細はこちらをご一読ください。
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よいレビューを書くための8つのヒントをご覧ください。
確認を行うことで、Trustpilot に投稿されるレビューが [LINK-BEGIN-PEOPLE]実在の人物[LINK-END-PEOPLE] によって書かれたものであることの保証につながります。
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