Sebastiens Reviews

Name: Sebastiens
Address: 85 Great Portland Street, First Floor, London, England
Rating: 3.85

3.9 Rating 199 Reviews

71 %

of reviewers recommend Sebastiens

3.9

Based on 199 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 64%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email
Queries Resolved In	Under An Hour
Customer Service	3.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Sebastiens:

Sebastiens is a family run business with a strong focus on artisanal craftmanship and finest natural materials. Sebastiens offers a collection of handcrafted premium leather watch straps and accessories.

Visit Website

Phone:

7847406184

Email:

info@sebastiens.com

Location:

85 Great Portland Street, First Floor,
London
England
W1W 7LT

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

““Avoid at all costs – worst customer service experience ever I ordered a watch strap from this company, and not only did they send me the wrong size, but they have also completely ignored all my attempts to resolve the issue. I’ve followed up by email and WhatsApp over the past FIVE !!!! months, and I have yet to receive any reply – let alone a refund. This level of unresponsiveness is unacceptable and unprofessional. If you value your time, money, or sanity, shop elsewhere.”

Helpful Report

Posted 8 months ago

“My name is Henry, I have 2 different interactions with Sebastiens. The company is pretty disorganized and the process is beyond extensive. That being said, I did receive my first strap after waiting for months on end. The 2nd order however, has not come in 6+ months. 1st bespoke order: 1 strap This took 3 months or so to arrive. I was told it would be a 10-day period. Absolutely wasn’t. They changed their email multiple different times during this period, and I couldn’t even get in contact. Eventually I got in contact with Vincent through a different email address and received my watch. This was in the fall of 2024. The strap was wonderful and made my ole Matthiessen look truly unique. I wear it everyday. 2nd Bespoke Order: 2 straps (1 for my Mom) Given the end result of the product was unique, of high quality, and I enjoyed my relationship with Vincent (even if he ghosted me for months on end), I went back to get a custom strap for my Longlines and my Mothers watch for Christmas of 2024. I started the order in November, and it has not come, till date. My mom didn’t get her Christmas gift, and my watch is still strapless. I have not been able to get in contact with any of the 3 email addresses I have used to contact them in the past, they actually don’t work, and the WhatsApp is shut down. It’s been over 6 months, no word, and no promise of getting in contact. Overall Review: Vincent is trying to hold that company together. He’s professional and a good guy. He’s also very helpful in the bespoke process, incredibly knowledgeable, and fun to work with. It seems that the overall company can’t offer the service he does, though. They don’t support his promises, timelines, and don’t work on the timetables he offers. I don’t think he’s fully responsible, but the disparity between working with Vincent and when you actually recieve the straps is beyond drastic. The process is extensive, takes way too long, and borders on being a scam given how they execute the delivery process. The lack of receiving communication or being able to get in contact with them at all, basically brings their custom service down to 0/5 stars. The only reason I rated it a 2, is the end product is nice and Vincent had redeemable qualities. I’m doubtful he even works there anymore, though. My Recommendation: I’d say, you’re probably better off purchasing bespoke straps elsewhere; with a company that will appreciate the 1 on 1 connection you establish throughout the process, respond, and actually live up to their timetables. Maybe one day they’ll get their act together, but it doesn’t look to be getting any better in the meantime.”

Helpful Report

Posted 9 months ago

“I ordered a custom strap and the communication was great with “Vincent” got a photo of dispatch with no tracking details, but it never arrived. Try to contact by email (no longer active) and have used their contact form on the website…no one gets back to you. I thought it was just a delivery error….but now believe the company is a scam, it seems it no longer exists but is happy to take your money. Please be warned, I read all the reviews and with so many that are good, I thought what the hell…I shouldn’t have. Please don’t lose your money like I did.”

Helpful Report

Posted 9 months ago

“Sent me the wrong watch strap / a strap that is too large to fit into my Catrier Dumont XL, they don’t make them larger so the strap has a fault or else wrong one. Won’t reply to emails. Avoid”

Helpful Report

Posted 10 months ago

“Having seen old reviews I was vary of proceeding. However, I am very glad that I did! Vincent was extremely helpful to assist in indentifying the correct size for my more unique watch (limited production time) by now 30 years of age. The strap is lovely although I had hoped the "thick" option to be slight more "thick" . Yet, overall the quality is very good and looks great with my watch. Thank you and until my next order.”

Helpful Report

Posted 10 months ago

“Avoid at all costs – worst customer service experience ever I ordered a watch strap from this company, and not only did they send me the wrong size, but they have also completely ignored all my attempts to resolve the issue. I’ve followed up five times by email and five times on WhatsApp over the past three months, and I have yet to receive any reply – let alone a refund. This level of unresponsiveness is unacceptable and unprofessional. If you value your time, money, or sanity, shop elsewhere.”

Helpful Report

Posted 10 months ago

“Don’t order here !! The strap was not the right size. I initially received a response asking for a photo, but nothing since then for two months… I followed up several times, but no news at all. I’m disgusted by the waste of money. There’s nothing I can do—no phone number, probably a scam…”

Helpful Report

Posted 11 months ago

“I made an order 2 months ago, and after a couple of emails from someone calling himself 'Vincent' claiming my order was almost ready and about to be shipped, they went totally cold on me and haven't responded to any inquiries since. It's a straight up, classic scam. Shame on me for not checking this site first.”

Helpful Report

Posted 11 months ago

“I emailed customer service on 02/12 to inquire about the production time for a strap. I was told 7 days. I emailed and placed my order. On 02/25 I emailed the company and Vincent replied “I have just checked the production of your order, and i'm pleased to confirm it has been completed this morning and will be collected by courier tomorrow morning. We are currently packing the order, and you will receive a shipping confirmation email later this afternoon. Whilst we aim to complete orders within 7 working days, occasionally during busy periods our production time frame can be extended.” That was the last I heard from them. Nothing was ever mailed. They have not responded to any future emails. It is now 3/5 and nothing. What a terribly ran company.”

Helpful Report

Posted 11 months ago

“Unfortunately, I have to agree with the previous speakers. Despite repeated inquiries, there has been no further response regarding the order #3333 /18.02.25 delivery . The order has now been cancelled and a credit requested.....”

Helpful Report

Posted 11 months ago

“Can’t be bothered to vent too much here as ultimately it is my fault for not reading the reviews prior to ordering but basically do not order anything from this website as it won’t ever arrive. It is a scam and Vincent should be ashamed of himself and now I have nothing to open on my birthday :(”

Helpful Report

Posted 11 months ago

“One-Star Review for Sebastian’s. I placed order #3316 on 08/02/2025 and have yet to receive any updates. I have sent two emails and two text messages—first requesting an order update, then asking for a refund—but have received no response. The lack of communication is extremely frustrating and unprofessional. At this point, I have no confidence in this company and would not recommend ordering from them.”

Helpful Report

Posted 11 months ago

“One of the worst companies I've ever had the misfortune to deal with! Awful customer service, product sent not as ordered, still waiting for refund!”

Helpful Report

Posted 1 year ago

“I bought a strap and then had to return it, as the strap length turned out too big too short for my wrist size. Everything went perfectly. The communication was smooth and effective right from the start till the end. Will most definitely consider to go back.”

Helpful Report

Posted 1 year ago

“Sebastiens has been lacking in customer service for a while although I had a recent interaction with a gentleman named Vincent. From past experiences I didn’t have any hope for a good service from them, although Vincent helped me with the measurements of my existing strap, by taking a look at the photos i sent in. Replies were very quick and very efficient. Really helpful.”

Helpful Report

Posted 1 year ago

“My first experience buying with Sebastiens online and I managed to bag one of their Alligator round scale straps in the black friday sale. Vincent made the purchasing process very smooth and more importantly made me laugh, via email. Many thanks to Vincent and the Sebastiens team.”

Helpful Report

Posted 1 year ago

“I ordered a strap, and then realised the sizing was wrong for my watch and had also spotted the customer reviews. I emailed to cancel and was happy to receive a timely cancellation email along with a refund notification. After a few days the refund hadn't appeared so I messaged again and was provided with 'proof' that it had been processed. A subsequent email received no reply. Now over a month on, no refund and chargeback now initiated to return the £50 I paid for an order that was cancelled. Buyer beware!”

Helpful Report

Posted 1 year ago

Dear Ben, My sincere apologies for the inconvenience that this might have caused you. First and foremost, we apologise that we haven’t provided you with the customer experience that we aim to deliver and that you deserve to experience. I have taken a closer look at your order and i can see that we cancelled and refunded your order as we received a request from yourself to do so. The order was refunded on October 13th, a day after it was placed. Whilst we cancelled your order on our system, on time, it may take up to 30 days for our payments processor, Worldpay to complete the refund. I have personally reached out to you, if you would have any further inquiries or if I may assist you, please do not hesitate to contact me at billing@sebastiens.com Kind regards, Henry

Posted 1 year ago

“Went the extra mile to solve a small defect on one of my straps. Defect was corrected and replaced with a new strap.”

Helpful Report

Posted 1 year ago

“Smooth ordering, good packaging and above all a very well made strap - delivery took a while, which I understand when being made to order.”

Helpful Report

Posted 1 year ago

“If I could give no stars I would. Firstly ordered strap for my Tag Monaco watch. Which took a number of calls and messages to arrive after 2 months. Unfortunately strap I ordered was wrong, my error and asked that it could be corrected which was implied that it would. This never transpired and oddly received part of my old strap back. Since then this is now over 5 month period never heard or received any communications from anyone at the company and the money paid has gone. Really do not use regardless of how professional the site looks.”

Helpful Report

Posted 1 year ago

Sebastiens is rated 3.9 based on 199 reviews