IWC Schaffhausen Boutique - ION Orchard - 2 Orchard Turn

Unprofessional service by Ms Tong Yue at Ion orchard outlet on 22 May 11Am. We were enquiring about the watch functions and she behaved condescendingly and impatient. When asked for more information, she came across and answered as if very irritated, giving one word answers. Wouldn’t recommend visiting this store to others

Very bad customer service. Could clearly see the staff not handling any clients and yet insist on keeping us waiting outside. Very disappointed with the way they handle their clients. There was a gentleman waiting outside to collect his IWC and yet they did not let him in. One staff member came to see us and asked us if we are coming to see or buy, we said to see and he immediately went I have a client inside..

I won't take my watch to anyone else but the wonderful staff at this boutique location. They are by far the most professional group of people I've worked with out of all the IWC locations I've ever visited. World class service of the highest quality. They give my sons chocolate as well :)

I visited IWC ION boutique on 22 June and dissapointed with my experience. I was interested with the new Top Gun Lake Tahoe edition and asked for this watch to lady who was the only one working at the boutique by the time i visit this boutique. First of all, I didn't greeted well and it was most certainly not a warm welcoming! Although i was the only customer in boutique and no one else were waiting outside, the staff was not willing to serve and make me feel like I'm not a valued guest. Also when i tried the prototype one in boutique, she was definitely not helpful and even disturbing by telling "not to push chrono function" as this is not a real one, but a prototype. Also, when i asked about waiting time for this watch, she even told me "3 years minimum" which was an obvious lie! Even if this specific piece has 1000 limited production per year, i never heard a waiting list existing for any IWC watch more than a year worldwide! As a result, totally dissapointed and don't want to visit this boutique again. We are customers, we make these brands exist, so we deserve a respect. Brands without customer, is going to suffer and dissappear soon or later.

WC makes beautiful watches but I have reservations about getting an IWC timepiece going forward. There is something amiss about the after-sales service. Or perhaps the issue lies with their watch or the service centre that does the servicing. I did a complete servicing of my watch in end 2019 but had to return to the store in May 2022 when the watch stopped working. I thought it might have been just a battery issue, as I have in my notes from the sales rep in 2019 that a complete servicing only needs to be done every 5-10 years. Unfortunately, I am told I need to do a complete servicing AGAIN for another $1k++. Firstly, it's not been 3 years that I last took my watch in. Secondly, it's taken more than 3 weeks and a few chasers from my end to understand what's the issue, during which time the complete servicing for my Cartier timepiece has been completed (I visited both stores on the same day). Finally, Cartier charged me less than half what IWC complete servicing costs. One of the reasons for buying a quality timepiece is for its timelessness and reliability, and unfortunately I'm disappointed by my experience with IWC so far.

IWC International Watch Co. AG, better known as IWC Schaffhausen, has always created beautiful time pieces since 1868. Founded by American watchmaker Florentine Ariosto Jones, IWC became subsidiary of the Swiss Richemont Group in 2000. While it is known for its aviation range, our personal preference is the robustness and simplicity in design of the Ingeniur range.

Amazing customer service and sharing session across the brand’s line-up, mainly the spitfire and big pilot. Tony execute utmost professionalism in explaining to me even though I have no clue on the brand at all. This makes my first time experience at the boutique even more memorable. Thank you ! I love the overall store experience.

Called and made a appointment there as one of the model was boutique exclusive. Met Ken and Kenneth who attended to us. Engaged the session with them, especially on the small talks and sharing of some of the other brands. Got my hand on the BIG PILOT. They replaced with a new strap and gift another of my choice. Got a 8 years warranty instead of the standard 2 year. Appreciate the session with them.