Shinola Somerset Collection

"I came in due to significant wear and tear to my leather band I bought 2 months ago. The employee and the manager were very unprofessional and did not want to take care of my concern. They would just make excuses for different scenarios I would bring up. For example, I mentioned I compared my band to my colleagues who have owned their watches longer and they said they've never seen wear and tear as significant as mine. The manager made an excuse that not all bands are the same and have different wear and tear. I came in to get a solution and not to argue, but the manager and employee treated me as if I was asking for too much. Additionally, the manager asked me if I reached out to customer service... yes that's exactly what I'm doing by going to the store and explaining my concern. Eventually, he replaced it with a new band. Clearly, he was not happy about it as we asked for the previous one back since it was engraved with a meaningful message. He was hesitant to return it to us and had to explain that he would just throw it away either way. We eventually said thank you and he just walked away - didn't even care to see if we were satisfied. I'm surprised that such a high-end brand provides such a poor level of service."

"I’ve had the same Shinola watch for close to 10 years now, wear it almost every day and it has stood the test of “time.” Stopped into the Somerset location to get my battery replaced and the people were very helpful. Travis working on the watches even took the time to clean my watch and show me how to take the band off. Whole process took less than 20 minutes. 10/10 service!"

"Deeply disheartened by this store’s treatment of me following a house fire. After purchasing a travel bag, belt, and wallet that were lost in the fire, I also inquired about cleaning/restoration services for my damaged watches. I was informed by the salesperson, Laura, that they don’t offer such services but recommended that if I brought in the damaged watch that many times, I could likely use the value of the damaged watch towards the purchase of a new watch. After having my eyes on Canfield speedway, I brought in my damaged watch to make a purchase. Upon describing my situation to the front receptionist and receiving quite the standoffish and dismissive response, I was met with the same callousness from the manager, that, “we don’t really do that” but not after waiting 20mins. It is very clear, that they do in fact do this but for some reason, this shinola enthusiast just wasn’t their cup of tea. I came in to purchase one of their most expensive watches and left feeling like I was asking for a handout that was told to me, not something I brought up myself. When I got my first full time job in Detroit after leaving the military, my wife bought me a shinola watch and I’ve continued to purchase more and more of this brand over years as I love its connection with the automotive heritage of Detroit. Now, I think I’m just going to return everything I purchased following the fire after the embarrassment I endured from their staff. How utterly disappointing as I truly love this brands style. Update: the store management personally reached out to me and took care of the situation. Thank you shinola for taking care of your customers."

"Absolutely 5 stars. In a world of deteriorating customer service, Shinola stands head and shoulders above the rest. The assistant manager, Pat, restored my faith in retail leadership. Jeffrey was very helpful as well. Five stars, and I’ll be back again and again. if you usually buy your watches in the iconic Detroit Store, the Somerset collection really does it well. Do yourself a favor. Stop by and talk to Pat. Tell him Dave sent you."

"Sully at the SomerSet collection was amazing! He helped me find a matching pair of watches for my wife and I. He was very accommodating and knowledgeable about the products. He even swapped out the leather band on the Station 8 for the stainless steel 5 link band that matched the diamond dial Derby I liked for my wife. He really knows the products well! I purchased an Automatic Station 8 and a Diamond Dial Derby. Very happy with my purchase."