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**

Not satisfied at all with customer service...

10 months and 16 days of the worst customer service I have ever dealt with. I placed numerous phone calls, waited on hold, got transferred to ten buck two, then finally got ahold of someone from the store just to tell me to call a separate company for the return of the BROKEN watch I bought. Called said company, they told me to send my original receipt, all with tags, watch and everything I had. 3 months later I received my watch bag in what is essentially a ziploc baggy. No receipts, no tags, no bag, no box, no charger and no manual. Bonus: watch was still BROKE and didnt work. We do this whole scenario one more time to see if they can fix my brand new watch because they dont give refunds. I send it back, it returns 4 weeks later, BROKEN and still in an empty non protective bag. From here I go on a series of phone calls and 33 emails back and forth to the company where I have to tell them who I am, what is going on and why I still dont have a watch that turns on. Finally on month 6 I have a 48 min conversation with a cust service rep and she tells me, I will get an in store credit for this. So I can buy another watch and possible have to go through this customer service again? HARD PASS! I encourage her to understand that this is not what will be taking place. She says they will send me a Gift card and hangs up. 2 months goes by, nothing. I reach out again, now at month 8 and the lady and I go through the whole shpiel and she says I will get a refund, finally! I tell her, I appreciate her verbal but need it written because I dont trust it. She confirms and sends me an email while on the phone with her that states I will be getting a refund check for $350 the full amount of the original cost of this watch and it will be here in 8 weeks or so. Check come two weeks later for $212. So I email. They ask for a copy of the check. I scan it in and send. 3 weeks goes by. Nothing. I reach out again, we are now at over 10 months of this problem. John tells me Im not getting the $350 because my receipt before tax doesnt say $350. Holy crap! So I send him the proof of what the cust service rep told me and wrote me, for $350. He doesnt care. Clearly he doesnt understand what customer service means. I am a 3x business owner. I get it, he doesnt. If time is money then I have wasted about $2,000 worth of phone calls, being put on hold, copying receipts and tags, explaining to 50 different people what the problem was, driving to UPS, mailing them the watch twice now, I was sent back a BROKEN watch twice, never got a watch that worked, they took everything my watch came with including the box, bag, charger, manual, everything, never and still havent returned it plus 33 emails back and forth. 11 months and countless hours wasted, to leave with a partial refund, NO WORKING WATCH and hands down the worst experience in cust service Ive ever experienced. Case end point, so not buy from Fossil. If you do, pray nothing ever breaks!

In July of 2016 I purchased a JR1491 watch from the Fossil store in Florence, Italy. Less than a month later the watch began to not keep time so I went back into the store. They said they needed to replace the battery as a first attempt to resolve the issue. So they took it back to the back room and after a while came out and said they did not have the battery so I either needed let them send it in for repair and it would take probably 2 months to come back or check with another watch store in another part of the city. I told them that a less than one month old watch that has stopped and they cannot replace the battery and then me being out of having the watch for a longer period of time than I had even owned it was not acceptable to me. They kept telling me that was the only solution but after a time the manager told me she would exchange it for a watch of equal value or if it was more then I would have to pay the difference. I had no problem with doing that and felt at least they were beginning to try to take care of me. I ended up purchasing the same watch but this one had a metal band so it was 40 euros more. I paid the difference and felt all was good. Eight months later I began to have the same problem again. This model is a dual analogue/digital model. The digital model was still doing fine but the analogue part was losing time. The told me the same battery story and took it back to replace the batteries. After about 30 minutes the young lady returned and told me she had the analogue battery replace and it was working find but she needed more time for the other battery and they were busy and I needed to return in the afternoon. There were 3 employees working and the entire time I was there not one other customer even entered the door. This made me suspect of something wrong. I returned in the afternoon and again there was no one in the store but the lady who was there recognized me. The original lady who was working on it in the morning was no where in sight and she told me she would be there until 7:30 p.m.
The lady brought my watch out and said the analogue was fine now but they tried to replace the digital one (which was working) and now it no longer worked at all. I said to her then you are trying to get me to accept back a watch under warranty that you broke? She danced around the issue and finally said they would send it in for me but again 2 months out. I again asked her if that seemed correct in the fact they accepted it to replace the batteries and they in fact broke it in the process and now I am out the watch for who knows how long? She said we will not charge to send it in. Of course not it is under warranty! We continued for a bit debating this and finally she said ok I will do this for you. I will let you purchase another watch in the store except any smart watch at half price. Really! So now I am back to spending more money again to have a working watch that is the second one in 8 months! I told her the last time I had to spend more but at least they gave me full price back against the new one and she is saying only 50% which means I would be spending well over $200 for a $150 watch and maybe get the same thing in less than a year? She locked down her heals and insisted she would do no more so now I have a watch being sent in for no telling how long if ever I will see it again. My suspicion is that I won't get it back until after the warranty is finished and it will be not well repaired and then when it stops again they will say sorry it is out of warranty. I have owned more Fossil watches than I can remember and so has my wife and family and have always had very good luck with them until now. The attitude of the store and even the Fossil client service people I have wrote to simply says they could not care less about customer loyalty and service. Neither Fossil customer service in Italy or the U.S. even tries or respond to my plea for help. The U.S. side said sorry we cannot interfere with the process from other countries. I ask them if they were not an international company like they claimed and got the answer, "sorry you are not satisfied with our answer". So for all you Fossil owners out there beware. If you have a problem the best thing to do is trash the watch and go buy something else. You will be treated like a low life with no respect at all from the company. If you have not purchased a Fossil yet, DON'T! I need a watch but all my money for one is tied up in this mess and no end in sight. May have to spring for a cheap Timex!

If you are buying a watch and hope to have it for more than 3 years DO NOT GET A FOSSIL ALSO NEVER EVER SEND IT TO THEIR AUTHORISED REPAIR CENTRE!
I collect(ED) Fossil watches. Recently I had 3 requiring maintenance. 2 leather strapped ones and one Limited Edition Swarovski crystal watch I bought a watch in Vegas in Fashion Show Mall in 2006. A few months ago I took them to an official Fossil store in Kalverstraat Amsterdam (EU). The assistant Stephane was fabulous. She said the leather straps she'd enquire about and I can keep the watches but the Swarovski with 2 stones missing (out of like 50 stones) - would need to be sent to France to see if they could repair it. I said that's fine, if they can't do it I will take the watch to Swarovski to see if they can help but as it's a Fossil watch (of huge sentimental value), I thought I'd check with Fossil first.

I was told it could take a month to get back to me but said that was fine - I'm in Amsterdam every month for like 10 days so it's not an issue. Whilst I was away Fossil called my office and told the receptionist my watches were sorted though one could not be fixed and they were offering me a replacement watch. I had no idea which one they were talking about so went to the store. One of the leather watches (fantastic strap - only produced by Fossil 2003) was no longer available (pls note the only feature of this watch is the strap which is not commercially available) so effectively that watch is now unwearable/totalled (despite the huge sentimental value I attached to this item in my "collection"as well). This is NOT the watch I was offered a "replacement"for (I was offered nothing for this as "it's an old watch")... The other strap (thankfully) was available EUR35 charged.

NOW my lovely Limited Ed Swarovski which was after 8yrs in PERFECT condition aside from 2 little missing stones. Apparently this was the one they could not find the stones for and were offering me a replacement watch to the value I'd bought it for (can't even remember amount but don't care as I wanted my watch). In all honesty initially I thought they were offering me a watch to apologise for the fact that they could/would not repair 2 of my collection but obviously this is not how they work.

I told them I just want my watch back and to my utter surprise was told my watch was not there but still in the repair warehouse in France. I told them to get it back for me (as I planned to take it to Swarovski to see if they'd cut 2 little stones for me). I was told it could take a few weeks and I said this was fine I'd get it when i'm next in town.

Obviously as my watch only had 2 stones missing (never noticeable to strangers), held huge sentimental value and perfect otherwise I asked for my watch back (I didn't want a new one) so waited a month again.

This weekend (30 March 2014) - a colleague collected it for me as I couldn't make it to the store (please note all forms stated 2 missing stones). When I opened the pouch this morning I was devastated- the watch is totally trashed >70% of stones missing & face damage/chips. It was like I'd been punched in the stomach. I don't even think this is my watch that's been returned as it looks like a scrap. My colleague didn't know what she was collected when she went to get it. The repair form clearly stated 2 missing stones (ONLY 2) -but there are tons of tiny crystals along the sides and then obv the bigger crystals at top and bottom (of which i had originally missed 1 on each side) but now almost all of them are missing and the face is badly chipped and scratched. This watch was bought when I was with my best friend. She passed away from cancer 2 years ago and I absolutely treasured it so am very distraught right now. Surely Fossil realises people attach value other than monetary to their items - how could they do this?

I called the store in tears and spoke to Sandy and the store manager Roy who told me these watches don't exist at all any more and they are not sure what to do as i'm insisting I get my watch back in the original state I gave to them - also being Limited Ed it makes it even worse that they totally ruined it! I also didn't just take it to any old repair store as this is a FOSSIL item and surely their repair centre would be best.

I used to be the biggest brand ambassador for Fossil but with this will NEVER EVER buy or recommend Fossil products again. I am honestly STUNNED beyond words on multiple levels here:
A) they stop making/doing repairs on watches that are over X years (wish someone had told me that - I would never have bought the leather strapped watches at all)
B) they treat your/their Limited Edition watches coming in for maintenance/repair like trash and with complete disregard of any meaning it might hold for the owner
C) they couldn't even be bothered offering a gesture of goodwill for the watches they can't/won't stock repair items for
D) they offer you a replacement store watch for a Limited Ed watch you've had for 8 years which they can't replace 2 stones on and expect you will take an ordinary store watch AND don't bother returning your excellent condition Ltd Ed watch
E) when you tell them you don't want to pick (any old) replacement/new watch (who gives a damn about money when there's only 2 stones missing and 8 years of amazing experiences attahced) - they tell you it will take a month to come back
F) when you get it back (knowing they were unable to repair it and knowing there are only a few left IN THE WORLD) - it looks like someone went at it with a hammer and chisel (even the face is chipped)

I am totally appalled and devastated and think FOSSIL need to clearly tell their customers, their watches are only repairable if they under 3 years old. If I had known this I don't think I would ever have bought them.