"The rudest customer service ever experienced!!\r\nI purchased a watch in June 2022 which within 5 months wasn't working - the one thing you want a watch to do is keep time and it simply couldn't do it. It was sent back for repair. Now within 11 months from purchase it has condensation in it. Another email to customer services asking them to take it back and replace with a watch that works or give a full refund as we've had nothing but issues with it since purchase and it's clearly defective. This results in Sarah responding as follows:\r\n\r\n\"With all due respect, 11 months after usage a watch won't suddenly develop condensation unless it's been mis-used. In any event, please note that water damage is not covered under the terms of the warranty. The reason we do not cover it is because we are unable to prove if the user has mis-used their watch in water i.e. such as leaving the crown open or taking the watch into a depth deeper than what is recommended. Consequently, it becomes the customers word against ours. Therefore, any watch purchased from us that is used in water is done so solely at the risk of the user and they are entirely aware of this fact. That said, if you would like a quote for how much it will cost to repair the watch, please let me know and I will be able to obtain one for you.\"\r\n\r\nMy response to this was as follows:\r\n\r\n\"Wow! Really poor customer service which frankly doesn't surprise me from your online reviews. You've essentially sold me a lemon. Didn't work not long after it being received. Was sent back to be resolved. What exactly did you do to it at the point of repair as I can't find any reference to what exactly was wrong other than you repaired it. Was it then sealed correctly? What warranty do you offer for failure to properly seal it? How can you prove it was sealed correctly? What warranty does the manufacturer offer? You should essentially be sending it back to them! How can it get water damaged from basically having it on your wrist when it's supposed to be water resistant to 50m. How can a 16 year old use it deeper than recommended or open the crown? This was a gift for him passing his GCSE's and should be repaired or refunded.\"\r\n\r\nSarah then responded as follows:\r\n\r\n\"Please cast your mind your back to the image you attached. The level and sheer intensity of the condensation is unprecedented. It simply is like nothing else we've ever seen. The watch has undoubtedly been abused. In line with our warranty terms, we don't cover water damage. Now you can contest and protest all day long but it will not change our stance. As a result, as and when you're ready to face reality and accept a quote for the repair cost, do let us know. Beyond that, we simply won't entertain this request anymore. We will not be held accountable for the negligence of the customer and failure to adhere to the warranty terms.\"\r\n\r\nThey've completely failed to answer any questions I have and insinuated that it's been abused is just a joke. Probably the worst customer service that I've ever experienced.\r\n\r\nI WOULD DEFINITELY NOT RECOMMEND THIS COMPANY."

"WATCH WAS FAKE. DONT BE CAUGHT OUT BY THIS SCAM\n\nDo your research on TWC or TLC the lounge corp they have gone under other names in the past. The Cardiff address is just a PO box. Hugo Boss watch meant to be brand new and genuine. It smelt terrible of plastic chemicals, the box print was pixilated and off centre and the watch itself wasn't sealed to withstand any water splashes despite saying 50m water resistant resulting in condensation inside after one day of wear. I was offered to pay TWC to repair it for me accusing me of not closing the crown on the watch. Scammers just out to make money with a very professional looking website. Don't lose money like I just have."

"WATCH WAS FAKE. DONT BE CAUGHT OUT BY THIS SCAM\n\nDo your research on TWC or TLC the lounge corp they have gone under other names in the past. The Cardiff address is just a PO box. Hugo Boss watch meant to be brand new and genuine. It smelt terrible of plastic chemicals, the box print was pixilated and off centre and the watch itself wasn't sealed to withstand any water splashes despite saying 50m water resistant resulting in condensation inside after one day of wear. I was offered to pay TWC to repair it for me accusing me of not closing the crown on the watch. Scammers just out to make money with a very professional looking website. Don't lose money like I just have."

"WATCH WAS FAKE. DONT BE CAUGHT OUT BY THIS SCAM\n\nDo your research on TWC or TLC the lounge corp they have gone under other names in the past. The Cardiff address is just a PO box. Hugo Boss watch meant to be brand new and genuine. It smelt terrible of plastic chemicals, the box print was pixilated and off centre and the watch itself wasn't sealed to withstand any water splashes despite saying 50m water resistant resulting in condensation inside after one day of wear. I was offered to pay TWC to repair it for me accusing me of not closing the crown on the watch. Scammers just out to make money with a very professional looking website. Don't lose money like I just have."