Suki L Rne

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Bad customer service

Customer service was very poor. Call them 4 times in last 3 days wasted 50 minutes but no proper answer
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Cons:
  • Very bad customer service on the phone

Preferred solution: Full refund

Elisha T Ivn

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Verified Reviewer
| map-marker Richardson, Texas

Negative 100 zillion stars/Untimely refund/Appalling customer svc

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Fossil - Negative 100 zillion stars/Untimely refund/Appalling customer svc
Fossil - Negative 100 zillion stars/Untimely refund/Appalling customer svc - Image 2

I have been a customer of Fossil's for over 20 years, & have a closet filled with items from that brand, but they will never ever never ever ever ever EVER see another penny of ANY of my money. I have never returned one fossil item in my entire 43 years on earth until this.

I am so angry to the point where I started to feel defeated, & then began to just laugh about it maniacally I had to learn my lesson the hard wayam so upset that I've spent so much money with them over that course of time, but here goes the story & what is currently going on. I placed an order with this company that totaled over $800. They sent me a damaged handle on a $250 Disney satchel. Initially, I just wanted to get a new handle for the bag & they refused to do that & asked that I send back the bag shipping it through FedEx.

Back to their location in Texas- which I did. I was informed over the phone that I could not return the item to a store.((even though I mentioned to that same rep telling me that the website said otherwise & she kept saying no ma'am -a lot of times the Fossil stores cannot help with returns)) but then I got conflicting information from someone else at the same company that yes I could have returned items to the store (after the fact of course, & during this process I ended up returning multiple items to a local Fossil store) & one of the Fossil stores near me confirmed that as well & their website return policy states you can return fossil.com items to any Fossil store I should've done my research before ordering from this absolutely horrific company or before, ever, ever doing business with them but I had just never had an issue before this & have been a customer before "online" was a thing.They are now saying that they cannot refund me via PayPal which is my payment method I used to pay for this order & offered to send me a gift card, another bag or a check in "maybe" eight weeks. It has been insanity. Days and days and days and days they have now had this Disney satchel back for going on 9 days and are still telling me they can either send me a gift card or a check but now it's become maybe four weeks that they can process the check I cannot trust anything Fossil says verbally or in writing and I have opened up a claim with Paypal in regards to the situation and am now waiting on Paypal to make their decision in regards to what to do about it, For your own sake, do not do business with this awful awful, awful awful company that does not value their customers whatsoever- the people that are vital to their survival.

So I have now asked Fossil -well if you guys will just send me the gift card then and I called that same Fossil store and they are now telling me at that same exact Fossil store that I returned the other items to that they would prefer I not come back into the store & Fossil "customer service ""is now saying: well since we've already put the refund request ((and I have a ton of emails about all of this. Lie after lie after lie after lie after lie after lie after lie after lie. My email will say yes we're refunding you now and the next says exact opposite)) and they're saying well since we've now put in the request for a refund again we can't just send you the gift card, And every time I call customer service I get a different excuse as to why they can not refund me in a timely manner. Initially, it was supposedly just a mistake that someone emailed me that they could send me a check in maybe eight weeks or another bag or gift card and then it was that their system was down- and I said if that was the case then you guys should've simply said as soon as our system is back up we can refund you and then it was that PayPals system rejected the refund twice Paypal has reassured me that no their system cannot reject a refund twice -cannot reject a refund at all.

If fossil wanted to refund me then all they have to do is go into their PayPal payment system and hit the refund button and apparently they're not willing to do that.It is unbelievable. Day after day after day, I go round and round and round and round and sit on hold and sit on hold and sit on hold with their customer service center there in Texas or wherever that is -it has been an absolute nightmare trying to get my money back from this I think billion?/million? Dollar company. Basically, so far, Fossil is holding my money from me because I will not consent to them sending me a check in which I cannot track the mailing out to me in maybe 4 to 8 weeks.maybe what is maybe!?!?!?!?!?!?!

Then they could blame the post office and supposedly be reissuing a check or never send one at all. I feel like they are just all playing a game at this point. Who knows with this company they are willing to say and do anything to get you outta their hair except give you back your money when they have their merchandise. They are thieves and belong in a prison cell.

**To top it all off, I have lost time from work on the phone with their call ctr dealing with this and as I have started to research this company more and more I am finding the exact same experience from other consumers like me where they are told they can receive a check in "maybe" 8 weeks, etc when they are owed a refund. Unfathomable that a company like this exists**

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Loss:
$273
Pros:
  • Love their megan backpack purse
Cons:
  • Customer svc is absolutely horrific

Preferred solution: Full refund

User's recommendation: Avoid, Avoid, Avoid

7 comments
Marcelline Syr

One bad experience in 20 years and you boycott them. YOU WON"T BE MISSED. BTW I give your poor English a negative trillion stars.

Guest
reply icon Replying to comment of Marcelline Syr

This has not just been one bad experience. It has been an unbelievably horrific experience.

Obviously, I won’t be missed or they wouldn’t be treating me in this manner.

It is extremely obvious that this company does not care about me, my business & many years of loyalty to this brand. I was simply trying to let others know so they could avoid going through something similar..

Guest

I am not reading that huge block of text that you didn't even bother to break up into paragraphs. I did zero in on you saying you have never returned anything but later state that you have returned many items.

I also see where you are banned from at least one Fossil location. Were you laughing maniacally when you wrote this drivel?!

Guest

You say you never returned one item ever in your 43 years. Then you state you received multiple items to the Fossil store?

Which is it? All I wanted was a new handle sent, they refused. But then the off later was gift card, check mailed or new bag sent.

So ending up with a new bag was one of the choices. It sounds like you are making a big issue out of nothing.

Guest
reply icon Replying to comment of Guest-2489381

*returned multiple items

Guest
reply icon Replying to comment of Guest-2489381

I probably could have expressed everything that has happened more clearly but when am emotional and venting I tend to rant. During the course of what is currently going on I went to a local Fossil store hoping to get some help since dealing with their customer service has been such an absolute nightmare and taken so much out of my time already.

I get nowhere dealing with their customer service. I did bring 2 bags and a wallet with me and for the first time ever in my life returned Fossil items (beyond the satchel that was shipped back) and was reimbursed at the store immediately for those 3 items but the satchel that was shipped back almost 2 weeks ago that the company has had for 9 days, and has refused to refund me for in a timely manner, is what started this whole issue. PayPal has let me know that Fossil is refusing to accept liability (so far) for the damaged handle that was sent to me. It is incomprehensible.

PayPal should never have had to get involved. Fossil is extremely difficult and simply dishonest.

Guest
reply icon Replying to comment of Guest-2489381

Fossil should have already refunded me, plain and simple. They have their bag back and are still holding onto my money.

I want a refund and am entitled to one since I returned the merchandise in their required timeframe. (This is the first experience I have had with returning Fossil items and it has been disheartening and enraging and they’ve certainly lost a loyal customer)

View more comments (6)
Jeanne V Nrv

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Verified Reviewer

Totally unhappy with the service of Fossil.

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Totally unhappy with the service of Fossil.
Totally unhappy with the service of Fossil. - Image 2
Original review Feb 20, 2024

I received a Fossil watch a year ago for Christmas 2022. A month after I received it, the battery would not hold a charge.

I took it where it was purchased, and they said that they do not do repairs. I lived with it for 6 months, until I was charging it overnight and also twice during the day. Put it in a drawer as it was unusable. My wife took it back to where it was purchased again before Christmas of 2023 as it was an expensive watch, and they said I would have to send it away to get fixed, or I could trade it in for 50% off a new watch.

I went online and filled out the repair request the first of December 2023. I had to send it UPS which cost me almost $40.00. About a month later I get an email saying they were going to cost the repair requests as I had not sent in the watch. Good thing I keep all the papers I got from UPS as according to the Tracking they received it the next day.

I had to keep getting in touch with them until I finally got a message saying they found it. About 2 months later I got it back today, and they have said they could not find anything wrong with it. WELL, when I set it up this afternoon (around 2:00 pm) the watch had a battery charge of 79%. Now at 3:45 pm, THE SAME DAY, it is now at 55%.

So there is nothing wrong with it, RIGHT. The service was awful, I don't think the right hand knew what the left hand was doing. For the amount of money to purchase this watch and to try and get it repaired it is totally garbage now.

It was for sure an expensive watch that I got to use for a few months. I cannot send Proof of Purchase as it was a gift.

View full review
Cons:
  • Seem like they do not stand behind their products

Preferred solution: I would like either a new watch or this one fixed.

User's recommendation: DO NOT PURCHASE A FOSSIL WATCH

Carol G Qlr

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Wallet ‘leather’ deteriorating

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Fossil - Wallet ‘leather’ deteriorating
Fossil - Wallet ‘leather’ deteriorating - Image 2
Fossil - Wallet ‘leather’ deteriorating - Image 3
I have used my wallet for years and am noticing that the interior is wearing at a dramatic rate and yet exterior is fine Could it be the interior is not leather and exterior is? I took pictures but no where to attach
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Preferred solution: Price reduction

Greg D Nck

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| map-marker Fredericton, New Brunswick

Smartwatch malfunction Gen 6

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Fossil - Smartwatch malfunction Gen 6

Gregory Durling

5-113 MacAdam Ave

Fredericton NB E3A 1G6

Customer Service Fossil Group, Inc. 901 S.

Central Expressway Richardson, TX 75080 United States

Subject: Persistent Issues with Fossil Gen 6 Watch

Dear Fossil Customer Service,

I trust this letter finds you well. I am writing to express my dissatisfaction with the performance of my Fossil Gen 6 watch , Unfortunately, I have encountered several significant issues that have considerably impacted my overall experience with the product.

The primary concern I would like to bring to your attention is the watch's inability to hold a charge effectively. Despite following the recommended charging procedures and ensuring that the watch is fully charged, it consistently loses power much faster than expected. This has resulted in frequent disruptions to its functionality, rendering it unreliable for daily use.

Additionally, I have observed inaccuracies in the sleep tracking feature.

The watch fails to provide consistent and accurate data related to my sleep patterns. As sleep tracking is one of the key features I relied upon when choosing the Fossil Gen 6 watch, these inaccuracies have led to a diminished overall user experience.

Furthermore, the touch functionality of the watch is proving to be unreliable. Even though the watch is configured to turn on with a touch, it consistently fails to respond as intended. This issue persists despite ensuring that the settings are correctly adjusted.

This significantly hinders the watch's usability and convenience, as manual button activation is required in lieu of the touch feature.

I have made multiple attempts to troubleshoot these issues, including resetting the device and updating its software to the latest version. Unfortunately, these efforts have not yielded the desired results, indicating potential hardware or software malfunctions.

As a dedicated customer of Fossil, I had high expectations for the Gen 6 watch, given its advanced features and reputation for quality. However, the persistent issues I have encountered have left me disappointed and frustrated.

I kindly request your assistance in resolving these matters promptly.

Whether through troubleshooting guidance, a potential replacement, or repair under warranty, I am open to any steps necessary to rectify the performance issues plaguing my Fossil Gen 6 watch.

Enclosed with this letter, you will find a copy of the original purchase receipt for your reference.

I appreciate your attention to this matter and trust that Fossil is committed to ensuring customer satisfaction. I look forward to a timely resolution that restores the functionality and reliability of my Fossil Gen 6 watch.

Thank you for your understanding and cooperation.

Sincerely,

Gregory Durling

View full review
Loss:
$80
Pros:
  • Great style
Cons:
  • Software bug long download times apps not working reporting

Preferred solution: Full refund

User's recommendation: do not buy these they have massive software issues

2 comments
Guest

ZZZZZZZZzzzzzzzzzzzzzzz

Guest
reply icon Replying to comment of Guest-2458274

helpful

View more comments (1)
Jasper w Yaq

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Verified Buyer

My order was doubled

Fossil - My order was doubled
Fossil - My order was doubled - Image 2
I received the double shipment. I checked my account and I ordered the same items twice I need to return one.
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Preferred solution: Full refund

Janel B Qnm

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Verified Reviewer

New purse broke

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Fossil - New purse broke
My Purse broke after 2 months of having it. Because I didnt buy it online they cant help me. I live 2 hours from a Fossil store that was the only other option they gave me. Idk if I even still have my receipt. Completely heartbroken. Waited 2 years to buy a purse because I dont like to splurge on myself. So sad.
View full review
Loss:
$70
Pros:
  • Nice and quality products
Cons:
  • Do not stand behind their product

Preferred solution: Replace or fix item

User's recommendation: Better off getting a cheap knock off.

Vivianne M Hpy

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Never received merchandise

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Fossil - Never received merchandise
Good morning, I bought a watch. I never received the merchandise but fed ex said the delivered it on 12-10-2023, I wouldn't like Fossil to send me another one please I would greatly appreciated
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Loss:
$56

Preferred solution: Full refund

NimadeAyu S

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No order confirmation, but my card has been deducted for my transaction

Fossil - No order confirmation, but my card has been deducted for my transaction
Fossil - No order confirmation, but my card has been deducted for my transaction - Image 2
I have ordered a watch on December 27 2023 and it says clearly in the billing section i have problem with my card, than after I guess the transaction is failed. But I saw after the amount of my transactions has been deducted for $53.80 (as a price of the watch) but its written pending settlement status. I need to know will i get my order or it will be cancel? Because I dont have any confirmation about it yet.
View full review
Loss:
$54

Preferred solution: Full refund

kathleen H Xca

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Verified Reviewer

Complaint

Do you know that your UK subsidiary repair branch must be one of the worst company ever? 10 weeks to replace a M Kors watch battery and still no watch but a broken enamel bracelet done at the repair shop and I wasn't even told...
View full review
Loss:
$10
Cons:
  • Apalling service

Preferred solution: Deliver product or service ordered

Charan R Dyo

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Verified Buyer

Order placement information

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Fossil - Order placement information
Fossil - Order placement information - Image 2
I placed an order of 3 men's watches in fossil official website and I got an order confirmation mail. Now I'm trying to check my order, but it says the order is not found on my order number. Can you please look into it. Im attaching the screenshots of the proof of order confirmation and purchase.
View full review
Loss:
$192

Preferred solution: Deliver product or service ordered

1 comment
Guest

It looks funny when guys wear 3 watches on one arm . Like, 'hey man, wanna buy a watch ?'

Jadea Hga

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Verified Reviewer

My order didn't arrive

Fossil - My order didn't arrive
In 27 september 2023 I am order whatch by amazon but until now not comming and I have cancel order but not Refund too . Please help me to follow up this case .
View full review
Loss:
$181

Preferred solution: Full refund

Michael F Nxx

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Verified Reviewer

Orders being wrong

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So I ordered a watch, and it Said free engraving. So I chose an engraving,my initials...after I chose this option and paid...the engraving seemed to disappear.

It was there when I made the final payment.

So I called Fossil and asked what happened, THE RUDE CUSTOMER SERVICE guy decided to tell me it was all my fault...I said wow this must be the type of business that blames the customer and make it their fault. Especially since some type of glitch happened on their side...so the guy proceeds to tell me I can get the watch and take it somewhere else to get it engraved...I was shocked I never experience such rude and ignorant responses or answers...I am not happy with fossil...

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Cons:
  • Customer service

Preferred solution: some type of compensation for being lied to by false advertising and rude customer service guy...

User's recommendation: Make sure if you order its all correct..cause once you make the order you can not change it or cancel...this is disturbing

Theresa E Iga

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Verified Reviewer

Nothing was resolved

Nothing got resolved. No one picked up no ones chatting with me so Im giving you a rate zero unsatisfied.
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Preferred solution: Full refund

Valentin C Euf

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| map-marker Los Angeles, California

Didn’t get tracking number till after delivery. That I never received

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Fossil - Didn’t get tracking number till after delivery. That I never received
Waiting waiting and waiting and calling fossil for details and updates to get nothing. Not even my order
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User's recommendation: Go to store instead

1 comment
Guest

great picture

Iona J Umh

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Verified Reviewer

Needing a part

My fossil watch is missing the winder. The last time I had a problem with the watch, I took it to the store and they sent it on to be repaired. That store (in Cardiff) has now been closed. Please can you provide a new winder. The model number is ES3434 74**** Thank you, Iona
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Preferred solution: A winder sent

About

Related Companies

Misfit, Skagen, Zodiac Watches, Arrow Merchandising, Swiss Technology

Summary

Fossil is an official site that offers free of charge services to help customers to find products they are looking for. It was established in 1984. Personal service for buyers is accessible only in a continental part of the USA. A personal shopping assistant can help anyone to make seasonal updating of clothes, to get hard-to-find special sizes and also can give some recommendations and present different gifts and much more. Customers can find clothes for men and women, watches, shoes, jewelry and other goods here. One can make his order online or via telephone. Fossil offers its services in Europe, South and Central America, the Asia Pacific region, the Caribbean, the Middle East, Mexico and Canada.

Fossil reviews and complaints

Fossil is ranked 228 out of 1474 in Jewelry and Accessories category

Area Served

Asia, USA, Worldwide

Payment Methods

VISA

Brands Related to Fossil

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