Paul Rich (paul-rich.com) has a 3.4 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Shopping & Fashion and its reputation is mixed. Opinions are polarized: 60% rate it 4 stars or higher while 36% give 1 star; The business has replied to 95% of negative reviews; Reviews mostly discuss Product, Quality. Last updated 2026-08-31.
What reviewers say
AI generated
Most reviewers were somewhat happy with their experience overall. Customers frequently praise the stunning design, immaculate craftsmanship, and overall quality of the watches, noting that the physical items look even better than expected. Many people also appreciate the fast shipping times, beautiful presentation packaging, and the general satisfaction of receiving wonderful gifts.
However, some reviewers were not happy with the delivery service, experiencing significant transit delays or missing packages entirely. Some consumers mentioned facing difficulties receiving proper customer support or obtaining refunds when severe problems occurred with their online orders. A few buyers also pointed out that tracking down lost shipments or getting answers from carriers proved exceptionally frustrating.
Auto-generated from all reviews of this business. For reference only.
I bought a Paul Rich Frosted Star Dust watch, and after using it for some time, the watch band became damaged. I contacted Paul Rich because I wanted to purchase a replacement band, but their customer service has been extremely frustrating, even though they have the same watch and it is same size but just newer version called(||). They keep denying saying they don’t sell that watch no more. Which is incorrect, they could provide the band.
Instead of providing a clear answer or offering a replacement band, I was given different explanations. At one point I was told that they no longer sell the watch, and at another point I was told that they don't have the parts. I was also told to go to local watch stores.
The problem is that this is not a standard watch band that can simply be replaced with any ordinary band. Paul Rich's own website lists the Frosted Star Dust II as having a non-interchangeable strap. Yet they don't provide customers with a clear way to obtain replacement bands or parts.
I paid a significant amount of money for this watch, and I don't think it is reasonable that a company selling a $399 watch cannot provide a replacement band or a clear solution when the band becomes damaged.
What makes this even more frustrating is receiving different explanations from customer service instead of a straightforward answer.
I liked the watch, but the lack of after-sales support and replacement parts has been very disappointing. I would strongly recommend considering the availability of replacement parts and customer support before purchasing from Paul Rich.
My husband loves your timeless pieces and if it makes him happy it makes me happier cause he makes sure to get everything I want and their beautiful and super expensive looking for a great price.
Reply from Paul Rich2026-07-02
Dear Emelda,
Thank you so much for your heartfelt feedback!
We're truly delighted to hear that your husband loves our timeless pieces. It means a great deal to us to know that our watches bring him joy—and that seeing him happy makes you even happier.
We're also grateful for your kind words about the design and value of our watches. Creating timepieces that look luxurious while offering great value is exactly what we strive for, so it's wonderful to know we've met your expectations.
Thank you for choosing Paul Rich and for sharing your experience with us. We hope to continue being a part of your collection for years to come.
Kind regards,
Paul Rich Customer Support Team
If I could I give negative 0 I did order watch from uk and it took one month to arrived I was so excited but it ruined everything they send me wrong watch speak with agent they said it’s not our fault so I send it back paid all the postage fee when they get it back then they said we don’t have the watch which you order what a same.
It’s disgusting please don’t get scammed.
Reply from Paul Rich2026-06-27
Dear Suraj,
Thank you for taking the time to share your feedback.
We are truly sorry to hear about your experience and sincerely apologize for the frustration and disappointment this situation has caused.
We understand how upsetting it must have been to wait for your order, receive the wrong watch, and then learn that the model you originally ordered was no longer available after your return was received. We also recognize the inconvenience of having to pay the return shipping costs, and we understand why this has left you feeling dissatisfied.
While we understand your frustration, we would like to assure you that our customer support team follows established policies and protocols when handling all orders, returns, exchanges, and warranty requests. Our decisions are made in accordance with these procedures to ensure that every customer is treated fairly and consistently.
We regret that, in this instance, the requested model was no longer available by the time your returned item was received and processed. We understand this was disappointing and sincerely apologize for the inconvenience.
Your feedback is important to us and has been shared with the appropriate team for review as we continuously work to improve our products and customer experience.
Thank you for sharing your experience, and we apologize once again for the inconvenience caused.
Kind regards,
Paul Rich Customer Support Team
I was sent the wrong watch but I did not complain because I had no time to complain i had to give them a gift at that moment so I had to keep it unfortunately
Reply from Paul Rich2026-06-03
Hello Brianna,
Thank you for your feedback.
We understand that you needed to give the watch as a gift right away and may not have had the opportunity to contact us at the time. However, based on our records and the packing documentation for your order, the correct watch model was shipped.
Since this review is the first time we have been made aware of this concern, we were unfortunately not given the opportunity to investigate or rectify the issue. If there was an error with the item received, we would have been happy to review the matter and explore available solutions.
For any future concerns, we encourage you to reach out to our support team directly so we can assist you as quickly as possible.
Kind regards,
Paul Rich Customer Support
Beautiful watches at a reasonable price , Service was impeccable
Watch comes to life in light and dark very sparkly ,
Reply from Paul Rich2026-06-01
Hello Karl,
Thank you so much for your kind feedback!
We’re delighted to hear that you’re enjoying your watch and that you had an impeccable experience with our service. It’s great to know the design stands out so beautifully in both light and dark settings.
We truly appreciate you taking the time to share your thoughts and support.
Best regards,
Paul Rich Customer Support
watch looks really nice, it was a gift to my dad he liked it. the only thing I did not like is that there are no size options for the case or the watch the size of the watch on his wrist is ok, but if there was an option for a 40-43 with that look it would be even better.
Reply from Paul Rich2026-05-06
Hello Brenda,
Thank you for your thoughtful feedback. We’re very happy to hear that the watch looked really nice and that your dad liked his gift—it’s always great to know our pieces become meaningful presents.
We also appreciate your honest comment regarding the case size options. At the moment, each model is designed with a fixed case size, so alternative sizes (such as 40–43mm for that specific design) aren’t available. That said, your suggestion is very valuable and will be shared with our team for future consideration.
We truly appreciate you taking the time to share your experience. If you have any further questions or concerns, please don't hesitate to reach out to us.
Best regards,
Paul Rich Customer Support
Dear Hamilton,
Thank you for your kind message!
We’re delighted to hear that you find the product beautiful. Your feedback truly means a lot to us, and we’re glad the design met your expectations.
If you ever need any assistance or have any questions, please don’t hesitate to reach out—we’re always here to help.
Warm regards,
Paul Rich Customer Support Team
Tried to ignore negative reviews with how good the watches looked online.
Paid £400 and £100 customs tax on a watch I had been looking at for wks and decided to go ahead.
Courier had instructions to deliver at pick up point case no one was home, got notification to say it had been delivered there so went but didn’t have barcode to get so msgd both this company and courier.
Paul rich advised it was delivered to pick up point and courier says it was delivered to my address!! I have ring door bell of ups driving through my street but never came to my house or delivered item.
3 wks down the line and Paul Rich keeps sending me back to courier and courier saying all investigations will go back to the send(Paul Rich)
They did ignore me for a wk until i opened PayPal investigation on this too, but just added tracking to say delivered and not anything about investigation.
Don’t bother wasting your time or money like I have!!
!!!!!!!!!!!!!! 27/4/2026
- further update won’t let me reply direct to their reply.
Case is still being reviewed through PayPal 27th April 2026 so again that’s nonsense, you told me it had been delivered to pickup point which they told you, then they told myself it had been delivered to my address. They have told me the contract is with you so final investigations will go to you but you have told me the opposite. Maybe communication with your team would be helpful before a reply publicly. I can share the screenshot of the PayPal investigation being under review still too as of 27/4/26 - 1.23pm
You never got back to me for days with questions until I opened an investigation with PayPal after being sent back and forth again for 2 wks I can send screenshots if needed, which I have never done and never intended to do with PayPal.
Reply from Paul Rich2026-04-24
Hi Siobhan,
Three corrections for context: the pickup-point delivery was at your request, and our team responded to your messages throughout the three weeks: we have the full ticket history on file.
The conflict between UPS marking the package delivered and your account is something only UPS investigations can resolve, since they hold the GPS and scan data.
Worth flagging for anyone reading: PayPal closed this dispute in your favor and refunded the full £408.80 a few days before you posted this review.
Paul Rich
Placed order over ten days ago. Received tracking number but tracking doesn’t show any updates. Called customer service multiple times but call goes straight to voicemail. Left message but no response
Reply from Paul Rich2026-04-10
Hello Brian,
Thank you for sharing your feedback, and I sincerely apologize for the frustration and inconvenience you’ve experienced with your order and the difficulty reaching us. I completely understand how concerning it is to have a tracking number with no updates and not be able to get through via phone.
At this time, we do not offer phone support. However, our team is fully available and ready to assist you via email at [email protected], where we can properly review your order details and provide a clear update or resolution for you as quickly as possible.
We truly appreciate your patience and the opportunity to make this right for you.
Please do not hesitate to reach out to us if you have any further questions or concerns.
Best regards,
Paul Rich Customer Support
It’s been months and still no watch as it’s stuck at customs.
I’ve asked for help multiple times but still nothing. Even the delivery company’s won’t help. So to this day still nothing watch and waiting.
Reply from Paul Rich2026-04-07
Hi Ashley,
Thank you for reaching out, and we’re truly sorry to hear about the continued delay with your order. We completely understand how frustrating it must be to wait for months without receiving your watch, especially after reaching out for assistance multiple times.
As previously shared, once a shipment reaches customs in the destination country, the clearance process is handled directly by local customs authorities and the carrier. Unfortunately, this is outside of our direct control, and we’re unable to intervene in the customs process itself. That said, we absolutely understand that this situation has gone on longer than expected and recognize how disappointing this must be.
We’d be happy to take another look at your shipment and review the available options with you. Could you please confirm your order number so we can check the most recent status and determine the best next steps?
We sincerely appreciate your patience throughout this process and remain here to support you. We’ll do our best to help find a resolution.
Warm regards,
Paul Rich Customer Service Team
Hi Carlee,
Thank you so much for your kind words! We're thrilled to hear that your order arrived quickly and that you're enjoying your new watch.
It means a lot to us to know that both the shipping experience and the watch itself met your expectations. We put great care into both our designs and delivery experience, so your feedback truly makes our day.
If you ever have any questions or need assistance in the future, please don’t hesitate to reach out. We're always here to help.
Enjoy your beautiful new watch, and thank you again for choosing Paul Rich!
Warm regards,
Paul Rich Customer Service Team
I do not recommend this site, I returned a watch back, they gave me the wrong address in the Netherlands, where the package could not be delivered, the package was left at a packageshop and returned to me back because the watch was defective! I do not recommend!!!
Reply from Paul Rich2026-03-04
Hello Hîrtopanu,
We’re truly sorry to hear about your experience and understand how frustrating this situation must have been, especially when you were simply trying to return a defective watch.
Upon carefully reviewing your case, we can confirm that the return address provided was correct and matches our official warehouse details. Based on the tracking history, the delivery issue occurred due to the courier’s handling, as the parcel was redirected to a package shop instead of being delivered directly to the warehouse. As previously advised by our team, you needed to reach out to the courier to reattempt delivery to complete the return successfully.
Please note that we are unable to arrange parcel pickups for returns, and all return shipments must be delivered directly to our warehouse address to be processed.
Now that the parcel has been returned back to you, we absolutely want to help resolve this properly. We kindly ask that you contact our support team so we can guide you through arranging a new return and ensure your refund is processed smoothly this time.
We understand how disappointing this has been, and we’re here to assist in getting this sorted out for you. Should you need anything else, please let us know.
Best regards,
Paul Rich Customer Support
Great product absolutely nothing wrong with the watch. I loved it. My only issue was with the shipping. The shipping box was banged up pretty bad and the item smelled heavily of cigarette smell which was from the delivery truck.
Reply from Paul Rich2026-03-04
Hello,
Thank you so much for your kind words about the watch — we’re truly happy to hear that you loved it and that the product itself met your expectations.
That said, we’re very sorry to hear about the condition of the shipping box and the cigarette odor upon delivery. We completely understand how disappointing that must have been, especially when you’re excited to receive your order. Please rest assured that all of our watches are packed in a smoke-free warehouse before being handed over to the courier. Unfortunately, once the parcel leaves our facility, the handling and transport conditions are managed entirely by the shipping provider.
Your feedback is very important to us, and we will certainly escalate this concern to the courier to help prevent similar situations in the future. We truly appreciate you bringing this to our attention.
If you have any further questions or concerns, please don't hesitate to reach out to us.
Best regards,
Kevin - Paul Rich Customer Support
Good place to buy watches for really good prices. So far no problems with my purchases.
Reply from Paul Rich2026-02-23
Hi Jaime,
Thank you so much for taking the time to share your experience with Paul Rich!
We’re truly happy to hear that you’ve been enjoying your purchases and that everything has gone smoothly so far. Providing high-quality watches at great value—along with a seamless shopping experience—is exactly what we strive for, so your feedback means a lot to our team.
If you ever have any questions or need assistance in the future, please don’t hesitate to reach out. We’re always here to help!
Thank you again for your support and for being part of the Paul Rich community.
Warm regards,
Paul Rich Customer Support Team
Hello Roberto,
Thank you so much! We’re glad to hear you’re enjoying the watches so far and truly appreciate you sharing your feedback. Should you need anything else, please let us know.
Best regards,
Paul Rich Customer Support
Dear Roderick,
Thank you so much for taking the time to share your 5-star review! We’re truly happy to hear that you’re loving your watch.
Your support means a great deal to us, and it’s always rewarding to know our timepieces are being enjoyed. If you ever need any assistance or have questions in the future, please don’t hesitate to reach out—we’re always here to help.
Thank you again for choosing Paul Rich and for being part of our community.
Kind regards,
Paul Rich Customer Support Team
EVERYTHING! From purchasing, to receipt of item, to packaging, to hubby’s enthusiasm in receiving and LOVING the watch.
Reply from Paul Rich2026-02-03
Hello Jo,
Thank you so much for sharing this—we’re absolutely thrilled to hear that everything, from the purchasing experience to the packaging and your husband’s excitement, exceeded your expectations. It truly means a lot to us that he loves the watch and that the entire experience was a positive one. Should you need anything else, please let us know.
Best regards,
Paul Rich Customer Support
⭐ 1 Star — AVOID AT ALL COSTS — UNRELIABLE AND MISLEADING
I placed an order with Paul Riches Watches on December 2nd, purchasing watches that were clearly listed as “in stock.” To this day, I have still not received anything.
After placing the order, I was informed that the watches were actually not in stock, despite being advertised otherwise. Now, months later, they still cannot provide any estimated delivery date — or even confirm if the order will ever be fulfilled.
What makes this even worse is their terrible customer service:
Almost no communication
Emails and messages are ignored or answered extremely late
No effort to resolve the issue
No accountability, no compensation, no transparency
Customers are simply left in the dark
This feels like misleading sales practices, poor business ethics, and complete disregard for customers. Any company that sells products they cannot deliver and then refuses to take responsibility does not deserve your money or trust.
Do yourself a favor: stay far away from Paul Riches Watches.
Reply from Paul Rich2026-01-25
Hi Patrick,
You were in active contact with our support team via live chat, including extended hours availability, and your messages were answered. The delay was communicated and tied to a temporary stock discrepancy, which you were informed about after purchase.
At no point were you ignored, and options including waiting or refund were available. We do not withhold funds for orders we cannot fulfill, and any customer who prefers not to wait is refunded promptly.
We understand frustration around delays, but claims of “no communication” or “no accountability” are simply not true in this case.
Upon reviewing our records, we can confirm that your order has already been fully refunded. The refund was processed back to your original payment method, and depending on your bank or payment provider, it may take a few business days to reflect on your account.
We understand that delays can be frustrating, especially when ordering for a specific occasion. While we stand by the accuracy of our communication in this case, we regret that the overall experience did not meet your expectations.
If you have any questions regarding the refund or need further clarification, please do not hesitate to let us know. We remain available to assist you.
Kind regards,
Paul Rich Customer Support Team
Dear Nijel,
Thank you so much for your wonderful message! We're thrilled to hear that you find your Paul Rich watch amazingly beautiful — that truly means a lot to us. Each timepiece is crafted with great attention to detail and quality, and it’s always rewarding to know it brings joy to our customers.
We hope you continue to enjoy your watch for years to come, and we look forward to having you shop with us again soon!
Warm regards,
Paul Rich Customer Support Team
Your cars are very nice, but when I received my watch here, I paid 45 pounds in extra charges. I don't understand why.
Reply from Paul Rich2025-10-21
Dear Babar,
Thank you for your message and for your kind words about our watches — we’re so glad you like your Paul Rich timepiece!
Regarding the additional £45 charge, that amount was likely a customs or import duty fee collected by your local customs office or courier service. These charges are separate from the purchase price and are applied by the destination country’s regulations, which we unfortunately have no control over.
We completely understand how unexpected fees can be frustrating, and we truly appreciate your understanding. If you’d like us to review the details of your shipment, please feel free to send your order number and payment receipt to [email protected], and our team will gladly take a closer look.
Warm regards,
Paul Rich Customer Support Team
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