FossilReviews 68

If you plan on using their online store, it's the worst experience and customer support is horrendous. Your older will be extremely delayed or never arrive at all. There are better alternatives and I regret wasting my time with this brand

This has unquestionably been the worst customer service experience I have ever encountered.

I purchased a Michael Kors watch on 08/14/2024, which stopped working shortly thereafter. Since 10/31/2024, I have been struggling with your customer service team (contact email: *******@fgservices.com). The way your department treats customers makes it seem like you believe we are fools.

With each email, a different representative provides conflicting information, completely disregarding the service history. The level of disorganization within your company is astonishing, with employees seemingly running in circles without any coordination.

Despite countless emails, including confirmed receipt of all required documentation proving the watch is under warranty, your team requested the receipt again on 12/09/2024. This makes absolutely no sense, as the receipt has already been sent at least three times, including physically inside the package containing the watch for repair.

Frankly, I doubt the watch will be repaired when it is eventually returned—if it is returned at all. I wouldn't even be surprised if FG Fossil ends up keeping the watch as a testament to its sheer incompetence.

While I may ultimately lose this watch, I hope that sharing my experience will reach as many people as possible, discouraging them from becoming your customers. Only by feeling a significant financial impact will your executive board finally wake up and recognize the need for changes in philosophy and internal processes. Respect for the customer should be a company's most valuable asset, yet that is entirely absent here.

Request RP*******US
SKU: MK5896

I have a brand new purse from fossil. They said they wouldn't do anything about it. The Colour has transferred from the handle to the purse itself, even though tags and wrapping is still all on the purse. Waste of money

Been a Fossil customer for over 15 years. Ordered 2 watches ($395, which showed a 30% discount) and went to check out. At check out, three separate times a popup ad said any order over $75 gets an additional $25 off. Tried through the chat icon to get clarification or a discount code. After 30 minutes of looped programed answers, on hold for a customer service representative (you're #2 in line for 15 minutes) found it less frustrating to just cancel. Feel like l just filed for divorce. Again. All these years of online ordering does not justify the exhausting steps currently in use.

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 way…am 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**

Submitted my 2 month old hybrid watch for Crystal repair, it was my fault so I paid for it, waited 2 months and watch came back non functional had to send it back, waited 2 months more watch came back but start having issues with the module. Resubmitted again waited for 3 months, 1 month later again issues with module, send it again wait another 2 months later told me watch cannot be repaired and only offer me the amount I paid, which was offered at 40% because they did not repair my previous watch properly. Refuse to offer credit for full value of watch and now expects me to put more money in to get similar functioning watch. Just bucnh of crooks at fossil now cannot live up to their own policies. Worst customer service and ethics. Been a customer for 13+ years but now done with them forever.

I paid to have my order that is a Christmas gift to be delivered in 2 days.
Got an email stating that it will not be delivered until after Christmas
I asked for a refund and they refuse to give it to me
I now see why that have a 1.5 star rating
When I get this watch I will send it right back and get a full refund
BE WHERE OF THIS COMPANY DO NOT USE THEM

Fossil does not make me happy with my purchase. I received a damage item and i sent them a proof that it is damage via email. They make me to go to fedex to return the item. Id rather throw it away and get a refund. But they wouldnt let me do that (they always said the system wont allow us to do that). I will not pay one cent for that damage/ used ugly item. Im so disappointed with fossil and their customer care service (live agent or their supervisor). I never received such an ugly and defective item when i shop online. I called customer service for hours since last night. First they gave me $25 off discount that doesnt work. And they offer me to give 2 items for free (after that they keep transferring me to a different agent and supervisor). And after all the trouble i still have to go to fedex to return the damage item just for a refund. I cant believe i have such a bad experience with fossil. They send me a damage item and they asked me to return it. It doesnt even make sense.

I am incredibly annoyed right now with this company. I was a first time customer until my terrible customer experience happened. I ordered a Sydney Tote hand bag as a Christmas gift for my daughter. When it came time to receive it nothing came. Its been weeks so i called customer care and find out they shipped the bag but due to bad weather it could not reach my home. Big joke as 10 or more parcels from Amazon, Coach and everywhere else have arrived daily no trouble. Turns out it sat at Purolator for 5 days and because I didnt pick it up they sent it back. What the actual? How would I know it's there? How would I know to pick it up? Incredible unhelpful customer service now I have to wait 2 business weeks for a refund after all that. Such a bad taste in my mouth about Fossil and now I read other reviews I am glad it didnt come after all. Well off to Michael Kors or Coach where I know it will arrive. You just lost a potential customer, and I plan to tell anyone that will listen about Fossil. Thumbs down Fossil. No Photos attached as I have nothing to show for my money.

First off all l would like to say that l always had a pleasant experience at this store.
On Friday, Sept.15th it was exceptional, the sales associate Hera was amazing, very helpful, knowledgeable about the products, not pushy at all, but very nice and polite.
I bought the purse, she did a great job from the minute l walked into the store to the minute she rang my purchase in.
Great job Hera!

Sent a very sentimental watch to them for a new battery. It was returned damaged, in inadequate rapping and without the box, I sent it to them in. I contacted them and so far I have sent 11 emails asking them to call me. They offered me 30% off another watch if I bought another from them for the 'inconvenience caused'. I rejected this offer but they then called me and told me they hadn't received the emails sent despite replying to them with the offer of 30% off followed by telling me I would be transferred to someone else but had been cut off. I then called back to be told they can't transfer and the department I called could offer no assistance. I told them this watch was a gift from my wife on our wedding day and they couldn't care less. It was only sent for a new battery and it was returned in a completely unwearable state!

The quality of the bag that I bought 2 years is very bad I just use 1 year and started peeling off which is annoying. I sent to repair I thought there is solutions but no way I sent it twice. Until the repair company told me they can't do anything anymore as the quality is very poor.

VERY BAD SERVICE I have buy fossil gen 6 in 7 month only the back cover open automatically and it's in warranty but service centre from Bangalore they will tell you open the back cover in a local shop and then they will charge you RS-8340 which is not worth I bought in MRP ******* now also my problem is not solved my ORDER NUMBER SVO*******
MOBILE NUMBER *******215

I'm really upset with fossil ladies watch. After long time bought a 'Fossil' so called branded watch. '
It stopped working in a month and 2 stones fallen in a month. Belt colour started fading in first month only. Unbranded watches were anytime better than thus crap Fossil. In the same amount better to buy use and throw many watches. And they won't respond to ur complaints too. Worst customer service ever. Infact there's no proper way to contact customer service. It takes hell out of time to just search the grievance cell no. Please don't waste your hard earned money on this unworthy brand watches.

I ordered a watch for my boyfriend for his birthday. Weeks later, it had never arrived, so I contacted them and the consultant said they would put a new order in for me. Weeks later, still nothing, so I contacted them and they said the previous order had been cancelled, and not put in again. I'm not sure if the consultant lied to me, or if a mistake happened— but I still wanted to get this for my boyfriend even though his birthday had come and gone, so I ordered one again. And again, it has been cancelled/ returned without my asking for it. I am truly bewildered that such a huge company is so incompetent at providing their service, I'm frustrated beyond belief, and embarrassed that I wasn't able to give my boyfriend all of his birthday present on time. Truly appalled. Will never attempt to make a purchase from them again.

Bought a beautiful watch for my husband for our wedding. It would not keep the time. So I sent it back to be repaired. Two months later the same thing. Contacted fossil and they won't return for store credit for a different watch. Will only repair again. Not impressed with the customer service and standing behind their products.

My mom really likes Fossil recently so on her birthday I bought her an e-gift card from the website. I thought everything was fine and they would send it within a day. 2 days later they contact me saying they need more information for the purchase and to give them a call. OK, very weird for a gift card purchase. Usually the company just charges my credit card and sends the gift card. I call customer service and they want my address, bank name, and bank phone number. Very weird so I asked why they need my bank phone number for a gift card purchase. They said so they can check that the funds are there. I give my bank info for the credit card I used to purchase the gift card (because honestly I don't feel good about giving them my actual bank information). Customer service says alright we will email you when we send the card out. I wait a day and call them to ask when they are sending the gift card because they hadn't done it yet. Customer service says I should get an email in the next day or so. Now today I get a phone call from another country (which I ignore), and then I get an email saying they can't confirm my banking information and I need to call customer service again. I tell them to just cancel the gift card because I'm not dealing with this order anymore. I bought a gift card from another company (now almost a week late for my mom's birthday) and it's being emailed tomorrow. No issues or stress with this banking nonsense. Turns me off from ever using fossil again.

This company overcharged me on an order then lied to me about a refund and now want me to send the merchandise back so they will then have my money and the merchandise back. Do not trust them. I am livid that the customer service rep lied to me leaving me stuck with poor business practices. WORST company I have ever dealt with! STAY away from them!

Crown on watch no longer worked. Sent to Service Centre at my expense on 30/12/2022. Received SMS on 11/1/2023 that watch repairs were underway and a 4-6 week time frame was to be expected. Heard nothing more so sent and email on 12/2/2023 to find out the current status of the watch. A return email was received on 13/2/2023 stating that damage has now been assessed as "collision force damage" and parts are unavailable at present to repair your watch. This "collision force damage" according to the technician is due to external factors. Whilst they now can no longer repair the watch they are offering that I part exchange my watch and purchase a replacement watch with a discount. The discount being 50% off the recommended retail value. This is an offer in exchange for my current watch that has a faulty crown. This is absurd and absolutely disgusting customer service. This 6 month old watch cost $550 and I am now being asked to replace if by paying another 50% of the original value of the faulty watch. A reply to my email questioning this offer and an explanation as to how the repairs that were supposed to be underway has transpired has still not been received.

Ordered a watch with the longest shipping time frame I've ever had. I'll be buying something else and returning it. Unacceptable to wait 3 weeks for a watch