Manhattan Watch Service — Local services in New York

Had a great "time" here! I came in about a month ago to pick up a new Zulu strap for one of my watches. The watch was a beautiful hand-me-down Rolex Explorer II and though it holds a lot of sentimental value to me I wanted to start wearing it with something that wasn't a metal band. Found Manhattan Time Service online by searching around my office (outside of Grand Central).

The place itself is a little out of the way and the office for the store is somewhat small (think waiting room type places) but I was greeted by Tom. I explained to him that I was in the market for a new watch band and was leaning towards a NATO strap. I hand him my watch and he takes it; he comes back a few minutes later with three NATO Zulu straps. Tom was very receptive and patient while I looked at the straps he brought out and I noticed the attention to detail he had. Although I initially came in to pick up something simple like an all-black NATO strap, one of the hands on the watch is a dark shade of scarlet, almost crimson, and of the three straps he brought out (all black, black/gray stripe, black/red stripe) I immediately noticed the latter of the three and knew it was the one. I appreciated that he took the time out to find matching straps instead of bringing out a booklet of them and having me choose while he waited.

He also recommended a stronger set of spring bars since the ones on the Rolex were starting to old (15+ years). I thought he did a good job with the NATO strap so I agreed. After putting it all together, I thought that I'd try to make this a hat-trick and asked to see some leather watch straps. I had my eyes set on something that would show wear and age, so a brown leather strap. He brought out two different types that were exactly what I was looking for and I decided on a oiled tan strap with contrast stitching. The only issue was that he didn't have a regular-sized version of it in stock (I've got smaller wrists and the "large" size was overkill). He made the offer to order in the regular size and happily obliged, paying for the NATO strap and spring bars and putting a deposit towards the ordered tan strap.

Fast forward a few weeks later and I haven't heard anything back. I didn't want to get scammed and was doubtful that the store would do something like that so I gave a call to inquire about the watch strap I had ordered a while back ago. It turns out he had been calling me but was calling the wrong number! He had the strap for the past week but couldn't reach me until I called. I came back earlier today to pick up the strap and it was beautiful on the watch, despite being a little too big still - Tom offered to punch two more holes into it and now it fits like a glove. When I asked about finishing up the rest of the payment (I assumed he still he had my card on file) he said to not worry about it since he couldn't reach me via phone. Amazing service!

Now I realize that this all might sound too good to be true and I would be skeptical of such a positive review but I guarantee you'll be pleased if you stop in. I didn't think to get the watch tuned or anything since I knew that my uncle who passed it down to me had it tuned a year ago but I know that I'll be coming back here when I need it repaired or if I get the itch...

These guys, are dishonest, lazy, incompetent, and expensive.

I knew what was wrong with my watch and told them so but they insisted I drop if off for a "full examination and diagnosis". Fair enough. They said they would call me when the quote was ready. They never did and didn't return my calls. I finally went in anyways and picked up the watch.

Their quote was expensive. It would be cheaper to send my watch back to the manufacturer. In Switzerland. Return shipping included. Yes, you heard me correctly. Needless to say,I decided to take the watch back.

When i got home, i noticed through the caseback that a screw was missing in the movement. I had never noticed this screw missing before. They must have forgotten to replace it or left it loose when they opened up the watch to do the examination. I took it back to them to make it right.

They told me that they couldn't do anything because, despite what they told me, had never opened up the watch. I asked how they could properly diagnose a watch and properly price a repair if they don't do that. They said they don't need to with a glass case back. Wow... That is incompetent at best, lazy and dangerous at worst.

So, they either 1) lied to me about taking all those days to do a thorough diagnosis. And their diagnosis couldn't have been thorough because they never mentioned a missing or lose screw. And those are pretty dangerous to the movement. Or, 2) they opened up the case, and either forgot to replace the screw or left it loose enough to come undone.

So, whatever happened, they definitely lied to me. And they were either 1) unprofessional in taking a shortcut and not diagnosing my watch properly, or 2) they made an amateur error which is damaging my watch further. Either case is unacceptable.

Find yourself...

Beware. Well. I have been a customer of this place for quite some time, servicing several watches and authenticating watches. My experience has been a good one until the last year. After bringing my JLC for water (left the crown open while swimming), which was previously serviced at this shop, I was helped by the younger gentlemen, one of the sons of the watch maker. He indicated to me that my pusher was in need of a change, which I did. $600 for a pusher for a JLC extreme world chrono seemed a lot but I trusted this shop as they have done well by me. After the watch was picked up, all kinds of issues transpired: it wouldn't wind correctly, power reserve wouldn't hold for more than 10 hours. I came back in good faith, within the 2 year period, and wanted them to take a look a the watch. After keeping it for a week the main watchmaker, who is the patriarch in the family, told me the watch was okay. However, the issues still persisted. Then I decided to take it to the JLC boutique. Immediately, the service rep, not even a watch maker, told me there are issues with the crown and the pusher, that Manhattan Time replaced. After a service, which was about $900, where they did the service, replaced both pushers and fixed the crown and threw in a polish with new watch hands the watch is now it tip top shape. Mind you the service at Manhattan Time was at least the same amount if memory serves. Truly unfortunate, I would expect the shop to own up to any mistakes that might have happened. But I guess I'm not worth it. Sorry I do not have any 200k watches, but I definitely will not take my perpetual there, or any watch for...