Tuesday, November 10, 2026 · Customer reviews of US businesses
The Fair Hearing score
Average
504 reviews
Paul RichSelect a line to read only those reviews.
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Paul Rich I International Official Store
Paul Rich (paul-rich.com) has 504 customer reviews on The Fair Hearing, with an average rating of 3.9 out of 5.
504 approved reviews, newest moderated first
Not worth the money and customer service sucks
By Kenneth W.
Response from Paul Rich· Oct 22, 2026
Hi Kenneth, we checked your order and the photo you sent us. The watch you received is the exact model you ordered, the Legacy Gold Green. The version with green stones around the bezel is a separate model, the Legacy Gold Green Emerald. If you have any questions, write to us at [email protected].
Awesome cool watches.
By Dany H R.
Response from Paul Rich· Oct 9, 2026
Hello Dany, Thank you for your awesome feedback! We're thrilled to hear that you love our watches and appreciate your support. Enjoy your Paul Rich timepiece! Best regards, Paul Rich Customer Support
I ordered on the 25th of September it's been held up at customs for 5 days already and said that it would be here today 9th of October. I have argued with my boss to take a day off work loosing out on £150-200 because of the lost day, now it's been updated ON THE DAY that it won't be coming for at least... another week providing the same thing doesn't happen again, it's just bad service man, looking at the negative reviews from people on trustpilot as well they don't really seem to care either, just give you a generic we are sorry here is our email address. I'm really disappointed I didn't get my watch AND I lost a day's work. Id rather of paid the extra 50 for the watch and gotten it from a resaler, would of been cheaper in the long run anyway :( Order #142311SB
By kris B.
Response from Paul Rich· Oct 9, 2026
Hello Kris, Thank you for sharing your concerns with us. We sincerely apologize for the frustration and disappointment this situation has caused, especially considering the time you took off work and the financial loss you experienced while expecting your watch to arrive. After reviewing your order, we would like to clarify that a delivery date had not been confirmed for your parcel, as it is currently being held by customs due to unpaid import duties. Unfortunately, until these charges are settled and customs releases the parcel, the courier cannot proceed with scheduling the final delivery. We understand that this has been a disappointing experience, and we regret the inconvenience this delay has caused. To move forward with the delivery, we kindly ask that you settle the outstanding customs charges through the appropriate customs authority or courier. We appreciate your patience and understanding. If you have any questions about your order or need further clarification, please let us know, and we'll be happy to assist you. Best regards, Paul Rich Customer Support
Never received , no refund
By Paul B.
Response from Paul Rich· Oct 8, 2026
Hi Paul, the carrier took this order out for delivery on July 13. On July 14 it recorded the delivery as refused, and sent the package back to us. You then disputed the payment with your bank, and the bank returned the money to you. You both received the package (although you refused it) and you were fully refunded by your bank.
It came fast and good quality
By DK K.
Response from Paul Rich· Oct 7, 2026
Hello there, Thank you for your great feedback! We’re glad to hear your watch arrived quickly and that you’re happy with its quality. We truly appreciate your support! Best regards, Paul Rich Customer Support
Relojes con muy buena calidad me gustò mucho el que me pedí y llego igual que cómo se ve .
By Ángel P.
Response from Paul Rich· Oct 6, 2026
Hello Angel, Thank you for your wonderful feedback! We’re thrilled to hear that you’re happy with the quality of your watch and that it arrived exactly as expected. We truly appreciate your support and hope you enjoy wearing your Paul Rich timepiece! Best regards, Paul Rich Customer Support
Compared to the Paul Rich watch I purchased four years ago. The build quality of the new watch is considerably less, it just looks and feels cheap i’m very disappointed with this purchase.
By Jeff Z.
Response from Paul Rich· Sep 12, 2026
Hi Jeff, The Lapis Nebula you ordered has a 43mm frosted steel case with thousands of diamond-cut facets, a dial cut from its own piece of genuine lapis lazuli, sapphire crystal over it and a Swiss-made Ronda movement inside. That is a higher spec than the watches we made a few years ago, and our build standard has only gone up since then. None of this was available in 2019. So a Lapis Nebula that does not look or feel the way it should is a problem with that one piece, and we want to see it. Email [email protected] with your order number and a couple of photos and we will exchange it or take it back. It is also covered by our 2-year warranty. Paul Rich
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. Even thought the new version Is same size as this one they won’t sell the band. They lying that it won’t fit. 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.
By Hamed R.
Response from Paul Rich· Sep 12, 2026
Hi Hamed, Thank you for taking the time to share such detailed feedback. We sincerely apologize for the frustration and confusion you experienced while trying to obtain a replacement band for your Frosted Star Dust watch. We completely understand your disappointment, particularly because you received different explanations regarding the availability and compatibility of the Frosted Star Dust II strap. We’re sorry that our previous communication was not as clear and consistent as it should have been. To clarify, although the Frosted Star Dust II may appear similar in size to your original Frosted Star Dust, its strap is specifically designed for that model and is listed as non-interchangeable. Unfortunately, we also do not have replacement straps or parts available for the original Frosted Star Dust. We understand that being directed to a local watch or jewelry store may not have been the solution you were hoping for, especially given the specialized design of the band. However, a local watch specialist may be able to determine whether they can assist with repairing or finding a suitable alternative for your existing band. We truly value your feedback regarding replacement parts and after-sales support, and we’ll make sure your concerns are shared with our team. We’re sorry that your experience did not meet the level of service we strive to provide. Thank you again for bringing this to our attention and for being a Paul Rich customer. Best regards, Paul Rich Customer Service
