Beware their refund policy. Refusing to refund thousands of dollars months after a failed shipment
On July 1, I paid $3,895.16 through Chrono24 for a vintage Eberhard watch offered by a private seller in Italy. The watch was never delivered to me. DHL’s official tracking has shown “Returned to shipper” since July 21, 2026. Nevertheless, Chrono24 told me in September that it would not refund me because the seller had not confirmed receiving the package that WAS NEVER DELIVERED, and that DHL returned.
So despite Chrono24 advertising that escrowed funds remain protected until the watch is in the buyer’s hands, they are refusing to return the funds unless the SELLER voluntarily confirms to them that their failed shipment is back in their hands.
Chrono24 has instead asked ME to initiate a DHL investigation concerning a shipment arranged by the seller.
The practical warning is this: Chrono24’s “escrow until the watch is in your hands” language does not necessarily mean you will receive a refund when a watch is never delivered. Based on my experience, you may be left financing and/or investigating an unresolved problem between the seller, Chrono24, and the shipping company.
The attached screenshots are Chrono24’s response and DHL’s current tracking record, with identifying information removed. Has anyone else encountered this with a Chrono24 return-to-sender shipment? I’ll update this post if Chrono24 or the card issuer resolves it.
So despite Chrono24 advertising that escrowed funds remain protected until the watch is in the buyer’s hands, they are refusing to return the funds unless the SELLER voluntarily confirms to them that their failed shipment is back in their hands.
Chrono24 has instead asked ME to initiate a DHL investigation concerning a shipment arranged by the seller.
The practical warning is this: Chrono24’s “escrow until the watch is in your hands” language does not necessarily mean you will receive a refund when a watch is never delivered. Based on my experience, you may be left financing and/or investigating an unresolved problem between the seller, Chrono24, and the shipping company.
The attached screenshots are Chrono24’s response and DHL’s current tracking record, with identifying information removed. Has anyone else encountered this with a Chrono24 return-to-sender shipment? I’ll update this post if Chrono24 or the card issuer resolves it.
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Escrow doesn’t mean buyer support
Fine until you actually need support. I lodged a return for a watch with a QC issue and contacted both the seller and Chrono24. The seller’s own listing stated that returns were free, yet the seller stopped responding and Chrono24 has not provided any substantive response to my support ticket.
The return was acknowledged automatically, but days later I still had no assistance regarding the seller’s advertised free return or how the defective item should be returned.
Buyer Protection and escrow sound reassuring, but my experience when I actually needed support has been extremely poor.
The return was acknowledged automatically, but days later I still had no assistance regarding the seller’s advertised free return or how the defective item should be returned.
Buyer Protection and escrow sound reassuring, but my experience when I actually needed support has been extremely poor.
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Great site - will definitely use again!
Purchased by first watch last week - have to say, couldn't have easier to execute. Had a good feeling through out the process, Brett was great to communicate with and made the whole experience feel informative and safe. Even had a "white glove" delivery of my watch - which I was happy to receive. The watch was in perfect condition and I couldn't have been happier.
Now the only question is what am I going to buy next!!
Now the only question is what am I going to buy next!!
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💪🏻
5 estrellas
mina C
number 1 deal..!! and have staff the best , im belivevevChrono24 the best sales online ! 👍👍👍
Beware: Lots of counterfeits being sold and no support!
I have purchased two watches on 2 separate occasions and one one occasion I received an empty box with papers instead of a 10,000 usd IWC. On another buy I bought a swatch limited edition for 800 use and I was sold a fake watch. On both occasions Chrono support cannot do anything and asked for a written proof that the watch was fake and obviously since the watch was not purchased form swatch does. It offer this service. Regarding the expty box of papers instead of the watch, Chrono support didn’t do anything and just sent a late email with BS.
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Great website
Wonderful place for people around the world to view watches in a safe environment. Holding the funds in escrow is a wise idea.
Doesn’t Actively Match Buyers and Sellers.
Would be nice if CHRONO24 could match me with motivated sellers. I know what I want and the price I would like to pay. But I have to bid everyone to find the sellers that really want to sell.
Waste of time
Be super careful with the Escrow service . If you’re selling …your watch can be locked up for days, then the sale will most likely fall through. Also weeks after selling one of watches elsewhere , the app tried to charge me commission. Nah there’s better reliable apps than this .
Communication.. Access
Great client service!
Fantastic Site & App
This is one of the best online watch exchanges out there!
価格の表示について
価格が購入を申し込んでから、急に上がってしまうのは、どうしてでしょうか？
大変困っています。
大変困っています。
Response from developer
Chrono24ユーザー様 フィードバックをお寄せいただきありがとうございます。ご不便をおかけして申し訳ございません。詳細を確認させていただきたいと思いますので、ご注文の詳細をcustomer@support.chrono24.comまでお送りください。 Chrono24チーム Dear Chrono24 User, Thank you for your feedback. We are sorry to hear about your experience. We would like to look into your case further. Please write to us at customer@support.chrono24.com with your order details so we can assist you. Kind regards, Your Chrono24 Team
I loved this app until they deleted the wrist time tracker
I love tracking my daily wrist choices and would log my watches every day. Then they removed the feature without warning and I lost my data!
Great App !!
Selling my watches has never been easier
Excellent
I love the Chrono24 app. The merchandise is excellent. Great policies all customers are screened shipments are insured. I have bought several watches. I even have my collection on there and have sold Watches and currently have a watch for sale now. You won’t be disappointed download the app now or visit online.
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Flawless
Undoubtedly the best place to buy watches on the planet
Avoid like the plague
They take your money for an escrow service-that is it. If everything goes well you spent a couple hundred dollars on an escrow service (depending on the cost of the watch) if something goes wrong this company will do nothing about it. I seller literally renegotiated the price for the watch I purchased and refused to send the watch. I have reached out to anyone that will listen within the company including the CEO and no reply back, the company refuses to do anything about it. The call center is exactly that- a generic call center-has no skin in the game when it comes to your customer service. Read the one star seller reviews on their website if you want some late night horror stories. Some sellers have no reviews or customer information and are not required to it seems like. Avoid these sellers.
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Store is a JOKE.
Be careful who try to buy a watch from, 8/10 watches I inquired about were scams, trying to get you to send them money off-app before they send you your watch, sending you fake images of delivery carrier and asking you
To pay for non-existent fees, if it’s not a legitimate storefront selling you a watch, don’t buy it.
To pay for non-existent fees, if it’s not a legitimate storefront selling you a watch, don’t buy it.
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Bad experience
Chrono24 used to be very intuitive and responsive but not anymore and very disappointing transaction that seller asking for SSN number. Are you serious?
The Gold Standard
Chrono24 is the gold standard of watch marketplaces. The UI is always improving. The ability to save and configure searches and communications preferences makes it super useful. And the communication tools to talk directly to sellers makes purchasing less risky.
