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... Näytä lisää
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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... Näytä lisää
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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... Näytä lisää
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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... Näytä lisää
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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!
Yhteystiedot
Unit 7A 35/F Cable TV Tower Wan, No 9 Hoi Shing Road, Tsuen Wan, New Territories, Hong Kong, 000, Hong Kong, Hong Kong
- cs@undone.com
- undone.com
3,7
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254 arvostelua
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limited edition U7251 in repair Purgatory
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 self wind. I sent the watch to Hong Kong as instructed and it took months to get the watch back, including a two month wait on a customs hold due to their unfamiliarity with international customs procedures. After all that, the same problem happened again in May. Sent the watch in to be repaired again and I have received no feedback on the status of the repairs. The service people are nice but really don’t provide any useful feedback. I have been waiting 2 + months. The watches are beautiful but unfortunately all but useless if they spend eternity in the black hole of UNDONE repair facilities.
7. heinäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Undone Watches
Hi,
Thank you for taking the time to share your experience, and we’re truly sorry for the frustration and long delays you’ve encountered.
We understand how disappointing it is to have the same issue occur again, especially with a limited edition piece, and we completely appreciate your concerns about the repair timeline and lack of updates. This is not the experience we want our customers to have.
We’d like to look into your repair and provide you with a proper update. If you could send us your repair reference or order number via direct message or email, we’ll personally follow up with our service team and do our best to expedite the process.
We sincerely appreciate your patience and the honest feedback you’ve shared. It helps us identify where we need to improve, and we’ll do everything we can to make this right.
Nice watches and I'm happy
They have nice watches and they ship fast. All over positive
30. kesäkuuta 2026
Vastaus yritykseltä Undone Watches
Hi,
Thank you so much for your kind words. We’re really glad to hear you’re happy with your watch and that the shipping met your expectations. We truly appreciate you taking the time to share your feedback, and we hope you enjoy your watch for many years to come.
Thanks again for your support.
Buena calidad del producto
Buena calidad del producto
Excelente diseño
Posibilidad de personalización
Buena relación calidad precio
25. kesäkuuta 2026
Vastaus yritykseltä Undone Watches
¡Muchas gracias por compartir su experiencia! Nos alegra saber que aprecia la calidad, el diseño, las opciones de personalización y la relación calidad-precio de nuestro reloj. Su apoyo significa mucho para nosotros y esperamos que disfrute de su reloj durante muchos años.
Good very fine
25. kesäkuuta 2026
Vastaus yritykseltä Undone Watches
Thank you so much for your wonderful feedback. We’re delighted to hear you’re happy with your watch and your overall experience with us. Your support means a lot, and we hope you continue to enjoy your watch for years to come.
My watch arrived with the inner bezel…
My watch arrived with the inner bezel misaligned at the 12 o clock mark as seen in the pictures. I tried messaging Customer service but every time they will ask for pictures and then no follow up afterwards. It is like messaging a different customer service person every time no continuation, I already submitted pictures and when I follow up with them they will ask for pictures again. The watch has a 12 month warranty but you probably are going to use a quarter of that 12 months just contacting customer service. That is how hard it is to contact them. The watch is nice but they have no good quality control and after sales service is abysmal. I bought another watch from another micro brand and when I told them what's wrong they right away sent me a return label so that they can send me another one. I only needed to contact them once and they took care of the issue. With this company you are on your own. With that being said go buy from a different watch company.
9. toukokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Undone Watches
Hello,
We’re very sorry to hear about your experience, and we completely understand how frustrating this has been.
Please rest assured that your case has now been escalated to our team for priority review. We’ll make sure someone follows up with you as soon as possible and stays with your case until it’s resolved.
We sincerely apologize for the inconvenience and appreciate your patience. Thank you for bringing this to our attention.
Kind regards,
Thank you for your reply.
Thank you for your reply.
However, your statement is misleading. My Trustpilot review was posted because, after requesting a refund on 29 May, I had sent multiple follow-up emails over a period of more than three weeks without receiving any response regarding the refund.
The email you are referring to was only sent after I published my Trustpilot review, approximately three days later. Therefore, at the time the review was written, my statement that I had received no response to my refund request was accurate.
I have checked both my inbox and spam folders and can confirm that no earlier response concerning this matter was received.
I would appreciate it if we could now focus on resolving the original issue, namely the refund for the bracelet that was supplied in a size different from the one I specifically requested and confirmed before ordering, instead of asking me to send it back to you without mentioning a proper resolution. I am tired of running after you.
I look forward to your prompt resolution of this matter.
23. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Undone Watches
Hi,
Thank you for your patience, and we’re sorry for the frustration this has caused.
I’ve escalated your case to our team, and I can confirm that your refund has been prioritized. It will be processed as soon as possible, and you’ll receive a confirmation once it has been issued.
We appreciate your patience while we work to resolve this for you.
Best,
Great watches but…
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 communications about this, Undone have done nothing. Caveat emptor…
Just read Undone’s reply and they say they have no record of my communication! It was on 29-30 May with Lucy Bennett.
29. toukokuuta 2026
Vastaus yritykseltä Undone Watches
Hey Bernard,
Thanks for your message and for being a long-time supporter, we really appreciate it.
We’ve checked our records but haven’t been able to find any previous email regarding this issue. Your watch was delivered on June 4th, so could you please confirm the email address you used to contact us?
Once we have that, we’ll look into this right away and make sure it’s properly resolved for you.
Good watch - POOR service and communication
Watch quality very good; shipping via FedEx excellent; communication ZERO - Undone reps talk to you before purchasing (all very prompt and helpful) but after you purchase watch you do not hear from them at all. It took them more than 3 weeks to send the ite,
2. kesäkuuta 2026
Vastaus yritykseltä Undone Watches
Hello Milos,
Thanks for your feedback, and I’m really sorry to hear about the experience with communication and the delay you faced after ordering.
That’s not the level of service we aim to provide, especially after purchase. We understand how frustrating it is to be left without updates, even if the shipping itself went well in the end. Your comments have been shared with the team so we can improve this going forward.
If there’s anything still unresolved with your order, feel free to reach out and we’ll make sure it gets looked into properly.
The whole transaction was seamless and…
The whole transaction was seamless and easy and the watch is amazing!
2. kesäkuuta 2026
Vastaus yritykseltä Undone Watches
Hello Ryan,
Thanks so much for taking the time to leave this. We are glad to hear everything went smoothly and you’re enjoying the watch. That means a lot to us. If you need anything at all going forward, we’re here to help.
Aquadeep Signal Black Automatic - Great Watch
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 as it looks good, well made, light, comfortable and a talking point as I have modified the dial with my own text.
29. toukokuuta 2026
Vastaus yritykseltä Undone Watches
Hello,
Thank you for taking the time to share your experience with the Aquadeep Signal Black Automatic. Hearing this from someone with a collection of over 35 watches truly means a lot to us.
We’re delighted that the quality, comfort, lightweight feel, and overall design exceeded your expectations at this price point. The orange leather strap certainly gives it a distinctive character, and we’re especially pleased to hear that you’ve made the watch your own by customizing the dial with personal text. That’s exactly the kind of connection we hope our watches inspire.
Thank you again for your support and for choosing Aquadeep to be part of your collection. We hope it continues to earn plenty of wrist time for years to come.
Kind regards,
Avoid! Scam company
Avoid buying from this company. Ordered April 27th and still no progress 5 weeks later. Had to process a chargeback through credit card company. Communication is almost non existent as well, response to emails very unsatisfactory
3. kesäkuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Undone Watches
Hello,
We're very sorry to hear about your experience and understand your frustration regarding the delay and the lack of satisfactory communication.
We would like to look into this for you and review what happened. Could you please share your order number so we can investigate the status of your order and provide you with an update?
We look forward to hearing from you.
Best regards,
Above and beyond
Shipping sooner than promised. Able to fulfill special request beyond stated options without drama or extra charges. Extremely pleased. Thank you.
30. huhtikuuta 2026
Vastaus yritykseltä Undone Watches
Thank you so much for the kind words. We’re really happy to hear everything arrived sooner than expected and that we could make your special request happen smoothly for you.
It means a lot to know you’re pleased with the experience and the watch. We truly appreciate your support and hope you enjoy it for many years to come.
awful customer service
nice watch wasn't as expected and now I can't seem to return it because nobody returns my emails
14. toukokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Undone Watches
Hello,
We checked your order and can see that it is currently still in transit. Could you please provide us with your order number? Once we have it, I’ll escalate your case directly to our customer support team so they can assist you further regarding the return request.
Lovely time piece. Customer service challenges.
Lovely time piece. Disappointing customer service. Communication regarding a potential return has been challenging.
30. huhtikuuta 2026
Vastaus yritykseltä Undone Watches
Hello,
Thank you for your feedback, and we’re really sorry to hear about the communication challenges you experienced regarding your return request.
We truly appreciate your kind words about the watch itself, and we understand how frustrating the lack of updates must have been. Please rest assured that this is not the experience we aim to provide.
We’ll make sure your case is followed up on with our customer support team as soon as possible.
Montre qualitatif de bonne qualité…
Montre qualitatif de bonne qualité j'aurais choisi un autre caoutchouc pour le bracelet mais autrement l'ensemble est convaincant cordialement Antoine
26. huhtikuuta 2026
Vastaus yritykseltä Undone Watches
Thank you for your feedback and for taking the time to share your thoughts. We’re glad to hear you find the watch high quality and that the overall design convinced you.
Awful customer service been in contact…
Awful customer service been in contact with them last march & till today no one get back to me how they will receive my watch as it’s not working.
4. toukokuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Undone Watches
Hello,
We’re very sorry to hear about your experience and completely understand your frustration. Waiting this long without a proper update regarding a non-working watch is absolutely not acceptable, and we sincerely apologize for the lack of follow-up from our side.
We’d really like to look into this for you and help move things forward as quickly as possible.
Thank you for bringing this to our attention.
AquaDeep Submerge Carbon is THE BOMB
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 pop of yellow is not overdone and adds a playfulness to this as a daily beater for the gym without being tacky at all.
A little smaller and much lighter than my usual wristgame, but I'm definitely getting used to it.
24. huhtikuuta 2026
Vastaus yritykseltä Undone Watches
Thanks so much for sharing this, really glad to hear you’re enjoying the Yellow AQUADEEP SUBMERGE CARBON.
Really appreciate the feedback, especially coming from someone used to larger pieces. Hope it keeps growing on you with more wrist time.
Ich kann nur dringend vom Kauf bei…
Ich kann nur dringend vom Kauf bei Undone abraten. Meine Erfahrung war durchweg enttäuschend und absolut inakzeptabel.
Ich habe die Uhr bereits im November 2025 bestellt – angekommen ist sie erst im Januar 2026. Eine derart lange Lieferzeit ist schon für sich genommen ein Witz, aber das war leider nur der Anfang.
Als die Uhr endlich ankam, war ich schockiert über die miserable Qualität. Das Produkt wirkte billig verarbeitet und entsprach in keiner Weise den Erwartungen, die durch die Präsentation im Shop geweckt werden. Für den Preis ist das schlichtweg eine Frechheit.
Ich habe die Uhr daraufhin umgehend zurückgeschickt und den Kauf storniert. Seitdem warte ich auf mein Geld – bis heute ohne Erfolg. Auf mehrere E-Mails wird einfach nicht reagiert. Kein Kundenservice, keine Rückmeldung, nichts.
Dieses Verhalten ist absolut unseriös und für mich nicht nachvollziehbar. Man fühlt sich als Kunde komplett im Stich gelassen.
Fazit: Schlechte Qualität, extrem lange Lieferzeit und ein Kundenservice, der offenbar nicht existiert. Ich würde wirklich jedem davon abraten, hier zu bestellen.
29. tammikuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Undone Watches
Hallo,
es tut uns wirklich leid zu lesen, dass deine Erfahrung mit uns so enttäuschend war. Wir verstehen deinen Frust vollkommen, besonders wegen der langen Lieferzeit, der wahrgenommenen Produktqualität und der fehlenden Rückmeldung bezüglich der Rückerstattung.
Das entspricht definitiv nicht dem Erlebnis, das wir unseren Kunden bieten möchten. Entschuldige bitte auch die ausbleibende Kommunikation, wir verstehen, wie frustrierend es ist, keine Updates zu erhalten, nachdem du die Uhr bereits zurückgeschickt hast.
Wir würden deinen Fall gerne erneut prüfen und sicherstellen, dass das Problem mit der Rückerstattung geklärt wird.
Vielen Dank, dass du dir die Zeit genommen hast, dein Feedback ehrlich mit uns zu teilen.
Watch stopped working in company didn’t help
Watch stopped keeping time after only a few months (and maybe 10 wears). I emailed customer support for help. And after 3 1/2 weeks or so still hadn’t got a resolution… Even after I emailed them multiple times, expressing my concern and asking for any updates. Then, after a categorically not helping me, they had the audacity to send a request for me to review my experience with customer support.
17. maaliskuuta 2026
Oma-aloitteinen arvostelu
Vastaus yritykseltä Undone Watches
Hello,
We’re really sorry to hear about your experience and understand how frustrating this must have been, especially with the watch stopping after such a short time of use.
This is not the level of service or support we aim to provide, and we sincerely apologize for the delay in getting back to you and the lack of resolution so far. We also understand your frustration about being asked to review the experience before your issue was properly resolved.
We will contact you as soon as possible to properly look into your case and find a solution for you.
Thank you for your patience.
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