I took my watch to Ben Bridge for its normal service check-up. The watch was sent to the centralized location, and 9 weeks later was returned to me apparently serviced and ready to wear.

My first jump into a swimming pool resulted in immediate fogging. After ~18 hours the fog had dissipated, and I returned to Ben Bridge to have it evaluated. The expectation was that a fix could be done in store and the watch would be returned inside 7 days.

After more than 30 days, a broken crystal, and bent dial I have my watch back. Two complaints...

1. During that 30 day period there was zero proactive communication to me about what the status of my watch was. I initiated each conversation through either a visit to the store or a phone call. In each of these conversations I learned of a new problem, that should have been disclosed in the prior conversation.

2. There was no offer of compensation after this mess was complete.

I can't stress enough that if you require customer service when interacting with a store - this isn't the place for you. I found out during my 30+ days without a watch there are plenty of places in Austin to purchase and service luxury watches with GREAT customer service.

My fiance went to Ben Bridge and bought my engagement ring and he had absolutely no problem. We thought since it was such a pleasant experience, let's get our wedding bands there, too. We ordered our rings 4 months in advance, I received his band in about 2 weeks. We understand that it takes awhile to get perfection, so we weren't too worried about my band that still hadn't come in. 2 months before the wedding, we call them because we still hadn't heard anything. They forgot to order the ring! We were cool about it, we still had 2 months to go. They gave us a date that it would be in (a month before the wedding), we received a call from them saying it'll be a little longer until we get the ring (about 1 1/2 - 2 weeks), we think, ok, no problem. 2 weeks before the wedding, we get another call saying the ring wasn't in good quality, so we "should" get it 3 days before the ceremony...I'm wasn't holding my breath that it would be here, so we went to another jeweler and purchased the same band for a lower price and they didn't give us the run around. Not only was their service horrible, the sales associates really didn't care about the customer after the sale was made. Would I go back, absolutely not. Would I recommend Ben Bridge, only if you enjoy getting jerked around.