Sutton Clock Shop

Did a great job fixing our old mantle clock… even got it to chime on the half hour, which it hadn’t done in years.

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This is s wonderful shop on the East Side. Full of amazing clocks, the sound alone transports you to another time.
Sebastian and James did an amazing job of cleaning a fixing my clocks. They work like charms after years of just sitting collecting dust. Thank You!

Great at fixing clocks — mine was a 8 bells ship’s clock. Also, interesting folks to talk with.

This shop is one of those hidden gems found only in New York. These guys have been in business for over 45 years and when you look at the collection of clocks that line the walls and when you listen to the sound of all the clocks beating in unison it will leave you mesmerized. Brought in my moms broken mantle clock to be repaired and these guys had it back in my hands working like a charm in a matter of weeks. In fact I even purchased a vintage electric clock for my «man-​cave». I love the vibe here.

I kept a write up from The New York Times article written many years ago with the expectation that one day, I’d be bringing my clock here for repair. I had other repairs done elsewhere over the years and as it turned out, I was never pleased with any of them-​up til now. Finally, the clock is working well (keeping accurate time) and I am very pleased to have it back home. I made the trip from New Jersey-​which friends told me was crazy-​but at end, I am happy and the clock is running like a champ!

Beautiful shop. Slow service, yes, but we need to support old fashioned shops like this. I’ll report back if my clock stops working.

Sutton Clocks is an institution my parents frequented when the father of the present worker, was at the helm. Therefore, when I inherited their antique clock and barometer this was my ‘go-​to’ place. I left the son with the black antique key for winding the clock, not wanting to misplace it myself. That was my first mistake. He returned the clock with a modern brass key saying this was the one I gave him.
The barometer had a crack in the glass. He replaced the glass but didn’t repair barometer mechanism which I paid him for. When I called him about this, since the piece was quite heavy and now in lower Westchester, I asked if he would make a house call (as advertised on his site) when he was in the neighborhood. He refused and fumbled an answer to get himself off the hook.

Awful customer service.
I took in an old Brass clock to have repaired (heeded a new glass put in) and was greeted by a pompous man who told me he couldn’t quote me a price and kept sticking his chest out trying to show me he was in «charge». Fair enough; I was ticketed and in a weeks time I was given a call back to give me my estimate. I went ahead with the job. A week later, I hadn’t heard anything so I called to find out when it would be ready and was told, «In about another week — is that all right with you?» In a very sarcastic — not customer oriented tone. I said it wasn’t and started asking more questions to which I received a reply of, «Well you can always come back in and pick it up».
Not the sort of answer you’re looking for in a business. I ask the guy to track down the glass he had ordered and to return my phone call, fairly enough, he did this and gave me a fair and accurate estimation of when my clock would be ready. Every time I spoke to the man I could hear an annoyed tone in his voice as if I were bothering him. It was very apparent and not professional at all. No follow-​through on customer service — it’s as if after the initial friendly encounter they then do not have to be nice to you. I picked up the clock and noticed surface rust still on the clock face, something I had asked him to remove, as well as new black flecks underneath the glass itself. I was told that if my boss wasn’t satisfied I could bring it back and have it cleaned out free of charge, I asked them to write it on my receipt, to which they agreed.
I ending up having to return the clock. I’m no clock expert but my boss is, as soon as he saw it he noticed some scraping on the lower portion of the clock that was never there as well as a dent in the lower portion of the clock where there was none to begin with. The glass itself was not secured properly and would move when you pushed it on either end of the glass. The black flecks and surface dust/​rust bothered him as well. When I called to say i wanted to return the glass i was told there was no refunds. I told them this was never stated to me, nor is it written on any receipt I received from them. They offered to email the store policy. After some more debate and back and forth, the other co-​owner (the brains behind the operation) stepped in and said they would refund my money as well as take the glass back.
When I brought it in, both these things occurred. However, they asked for my receipt to verify the amount that was due to me, then kept the receipt and refused to give it back to me or offer me anything that would show that we had just done an exchange. The owner told me he did me a «solid» by exchanging it, since his store had a no refund policy. I told him I appreciated it but I’d still like proof that an exchange happened today. He said he would «think about it» and e-​mail it to me (arrogant or what?) and I could see him growing visibly upset. I told him he looked like a gentleman and up to this point he had honored his service but he should give me my receipt back or other proof that money exchanged hands and a service was rendered and he still refused and said he would not provide this. Both of the men in this store tried to intimidate me. I ended up leaving but this is not the customer service you would want to expect on a clock shop on the Upper East Side. Or anywhere for that matter.
Take it anywhere else but here.

Avoid this place. Overpriced repair, horrible customer service.
I brought in a broken mantel clock, and the guy said he was busy but would let me know within a week what it needed. After 1 ½ weeks I called him, he sounded distracted and barely remembered the clock – even though I gave him the ticket number. He said he’d look at it right away to give me some info. I heard nothing. I called him again a week or two later. He still hadn’t even looked at the thing. After calling him several times over the course of nearly 3 months and being strung along (he NEVER called me), he told me it needed several hundred dollars of work.
I took the clock back, contacted «The Clock Repair People» in Brooklyn. The guy was also busy, but promised to repair it within a month. It took three weeks and was a small fraction of the cost. And the guy was very nice.