Lorenzi Montague Arvostelua 

Purchased a watch for £50 as a birthday gift. The item arrived in unacceptable condition—the presentation box was torn/crushed, the watch had visible marks, and worst of all, the watch mechanism was completely dead/non-functional out of the box.

When I contacted customer service with photo and video proof of the dead watch and damaged packaging, they repeatedly tried to minimize the issue. They initially offered a 10% partial refund, then increased it to 20%, while flatly refusing to issue a full refund or provide a pre-paid return label for faulty goods.

I had to escalate the issue directly to my bank via a Chargeback claim to get my money recovered. Save yourself the hassle and avoid buying from this seller.

Very satisfied - I ordered some sunnies (Matteo) from these guys having seen their website - then read some of the reviews on Trustpilot and was very disappointed and planned to cancel the order. They arrived this morning and I was VERY pleasantly surprised. Compared with the stuff I’d seen in Sunglasses hut they were a quarter of the price of more popular brands, as good a quality and much cooler. I’m going to order a pair of Verona - just noticed there’s a two for one offer at the moment. 🙂! I tend to go for ‘lesser’ brands - much cooler 👍UPDATE - just bought 2 Verona tortoiseshell for £44 Result👍

If I could give negative stars, I would. Absolute WORST customer service I have ever encountered. I will never order another thing from them.

This company claims to be based in the Netherlands but is actually in China. Their website is not a true representation of the products/service that they provide. Very disappointed with my purchase. Instead of a pair of quality sunglasses in a stylish case, I have cheap glasses in a plastic bag that you could pick up on Temu for around £3.
Avoid !!

This company are based in China and not Holland as shown on their website.
All products shipped from China.
Quality of products are poor and trying to get a refund is a painful process which is still to be completed.

DO NOT USE

Do not waste your money. Company is a scam. It’s dropped shipped rubbish from china. I’ve been waiting for weeks for mine and I know they’re going to be terrible. AVOID THIS SCAM SITE

Misleading on delivery, dispatch is from China not The Netherlands and automated customer service from "James". Cost of product likely to be for shipping not product so have no confidence in quality or delivery so asked for a refund and no reply as yet. Product was a gift for a birthday now passed. Sorry didn't check Trust Pilot first - avoid.

My son ordered a watch from LM. It has arrived today and it’s absolutely terrible. The quality is shocking.
You could honestly win a better watch at a fairground. No point asking for refund because from the reviews below that isn’t happening.

Guys if you don’t read another review, please taken this as a bit fat ‘Do Not Buy’

Do not use this company. Poor quality product for the price, three week delivery time and then no returns policy. I was offered 15% of my money back along with being allowed to keep a product I do not want.

Really poor.

Avoid this company at all costs - they won’t refund my money.
Hoax company, fraudulent company.
I have reported the company to the Dutch authorities, industry regulators and my merchant will recall the payment

I ordered a pair of sunglasses from Lorenzi & Montague and received an item that was visibly different from what was advertised on their website. After raising the issue immediately and requesting a return and refund within the stated timeframe, customer service repeatedly denied the discrepancy despite photographic evidence.

Instead of honoring a straightforward refund request, they attempted to offer partial refunds of 20% and then 25% if I kept the incorrect item. At no point did they properly address the core issue: the product delivered did not match the product advertised.

The experience has been exhausting, dismissive, and incredibly frustrating. Communication felt scripted and designed to wear the customer down rather than resolve the problem fairly.

I have now escalated the matter formally and will also be pursuing a chargeback through my payment provider.

If you value transparent customer service, accurate product descriptions, and a company that respects consumer rights, I would strongly recommend shopping elsewhere.

Refer to the below -
Dear Manj,

Thank you for your message.

We understand your frustration and sincerely apologize for the inconvenience caused throughout this process.

After reviewing the matter again with our team, we regret to inform you that a full refund is not possible in this case. However, as a final gesture of goodwill and in an effort to resolve the matter amicably, the maximum compensation we are able to offer is a 30% refund while you keep the item.

We hope you can understand our position and consider this resolution.

Kind regards,
James
Customer Service Team
Lorenzi & Montague

James,

Please read my previous emails carefully. I have repeatedly requested a full refund, and despite multiple attempts to resolve this amicably, my request continues to be ignored.

At this stage, unless my refund is processed in full immediately, I will have no option but to escalate this matter formally. This includes referring the matter to the relevant consumer protection authorities in the Netherlands, including the Netherlands Authority for Consumers and Markets (ACM), the European Consumer Centre (ECC), and pursuing legal remedies available under EU consumer protection legislation and distance selling regulations.

I will also consider initiating a chargeback process through my payment provider and documenting my experience publicly across review platforms and social media channels.

I would prefer to resolve this without further escalation, however your continued refusal to address a straightforward refund request leaves me with little alternative.

Please confirm, by return email, that the refund has been processed in full.

Kind regards
Manj

On 20 May 2026, at 17:31, Lorenzi & Montague wrote:

Scam website. Low quality defective goods and when you complain they make you pay to return items to an address in China. Not based in Netherlands like the website suggests. Avoid at all costs.

Awful cheat quality watch with a fake leather strap, and an awful return and refund policy! Do not buy from this company.

they say they supply luxury watches ,but only offer a 30 day return or refund ,a watch was ordered and had to be chased up when delivery took some time ,once the watch arrived it was worn about half a dozen times and after about 36 days ,it broke ,contacted customer service who were extremely unhelpful sayng it was outside of the 30 days return or refund ,eventually they offered a 20% partial refund which in the end i had to accept and then they tried to backtrack on that saying that after hecking they noticed it was outside of the 30 days so therefore they could not offer a refund ,i had to point out that they already knew that when they offered the partial refund,if they stood behind their product surely they would allow longer than 30 days ,it seems to me that they offer 30 days as they don`t expect the product to last ,i would be extremely wary of ordering anything from them again

I'd give this company less than one star if I could. Ordered on 6th December, as of the date 25th December, still no watch, Customer service tells me it wasn't actually dispatched until 19th! Was a Christmas gift. Absolutely do not recommend or would use again.