Fossil Group
Reviews and Complaints

On Oct 21, 2023 sent my Emporio Armani watch for repair Request RP789839US -SKU:AR1862 and received a quote on Nov 03, 2023, of $62 which I declined the same daydue to my watch being under warranty, since then I never received my watch back fromFG Services, so I contacted them much many time and they start an investigation ,soafter 12 days offered me choose 3 watch to send one of them of amount $150 or below,I chose DZ7429 since Nov 21 every time I call their customer support put me on holdover 40 mins then they say okay we create the case ,over a case I hate thisprocrastination it's so annoying, now I don't which case is open #[protected], #[protected],#[protected] I'm attaching copies of all emails received and sent to, this place should beout of business with poorly customer services, an incompetent team

Case number: [protected]

I am extremely unhappy with the outcome of my complaint. My watch has been lost by one of your stores and I have been offered discount to buy another but I feel I should 100% have my watch replaced as it was the unprofessional actions of the staff that resulted in this happening.

Please look back on this case with the reference number I have provided and you will see all details.

purchased in june, completely unusable by september. I reached out and got no help whatsoever. made better business burea complaint which seems to be the only way to get an answer. they flat out refused to refund my money and only presented me with the option of replacement of another defective watch. i just want my watch to work or a new one and some respect from fossil group

I placed an order for a watch to give to my husband as a present on our wedding day. I ordered the watch on the 30th September giving plenty of time as we weren’t getting married until the 26th October. After 3 weeks I contacted them as I hadn’t received the watch and I had checked the tracking which had said it had been dispatched from fossil but the delivery company had not received it yet. They were very unhelpful and rude. I was told that they are in investigating it with the delivery company and although I have contacted them multiple times; I get the same response every time and nothing has been done about it. It is now almost 6 weeks since I placed the order and ofcourse my wedding day has passed with no present for my husband, I am beyond upset and angry. I have asked for a refund but they just keep saying it’s being investigated.

Order Number FSUS04277646-GC

Placed 10/23/2022

Very Poor Customer Service

I have been a big fan of Fossil products for years. On Sunday, October 27, 2022, I placed an online order for a gift certificate for $185.00. The next morning, I received an email, as follows:

“Thank you for shopping at Fossil.com

Before we are able to continue processing your order, we are in need of some additional information. Our Customer Care team will be available to take your call at your earliest convenience, but please hurry, as we can only hold your order for 72 HOURS before it will cancel. Please contact us at 1.800.449.3056. We are available to assist you from 8 AM to 8 PM CST, seven days a week.”

I called Fossil immediately after receiving the e-mail on October 24th. I spoke to a young man who did an extremely poor job of customer service. He had difficulty talking, taking down information, processing information, etc. He began to ask me several security questions. While I was attempting to converse with him, I googled Fossil because he wasn’t making sense. Online I saw that there were many complaints about Fossil’s customer service and some products. After continuing to ask me questions, I told him I was uncomfortable answering so many questions, and that I wished to cancel my order. I did NOT answer all his questions. I thought my order would be cancelled because of A. I did not answer all the questions, and according to the email the order would be cancelled in 72 hours, and A. I verbally told him I wished to cancel the order.

The next morning on October 25th, I received an e-mail that the transaction was approved. I immediately called Fossil customer service and explained the situation to the customer service representative. I explained the e-mail I received, and that I didn’t want the order and had cancelled it. His blunt reply was that all sales were final. There was no apology or attempt to fix the matter.

Today I received an e-mail that my order was on the way.

I feel extremely frustrated at this point. I have dealt with two poor customer service representatives (the first one was especially bad). I must add that I also communicated by e-mail with Fossil customer service and they were unable to help me.

Obviously, I feel the situation is very unfair, bordering on theft. I expected that a well-known and respected company such as Fossil would automatically resolve the issue. I am left to wonder who is running this company and how did this happen?

Once the gift card arrives, I am more than happy to send it back, but I would like the charge to be reversed.

My wallet was a gift. So no receipt was provided to me. My zipper on my wallet broke off. This is not the zipper teeth, this is the actual metal with the tassel on it. the metal bracket that holds the tassel to open and close the zipper broke off. This is a defective part. When i tried to contact fossil by chat, I tried 3 times each time being disconnected. I finally called fossil [protected] and spoke to a nice lady. She informed me that due to not having a receipt, they would not and could not do anything about it.

I want to file a complaint about Mr. Caleb in Round Rock Premium Outlet store, because the whole process of him helping me with check out, he was on his phone. I have to wait for him to finish texting before getting his a response for my questions. Also I have to watch us to be engraved. I always have pleasant experience in bringing my watches in this particular store. But he told me I have to wait an hour for the watches to be engraved. When it was super slow in store. If Caleb could lock his phone up, the engraving would be done in 10 minutes.

Not to mention, he’s not familiar with the company I guess. I got the engraving mock-up from fossil.com and he told me we don’t have this font. What?

This watch was a Christmas present from my partner. By March the pin had fallen out of the strap. I returned the watch to Fossil at a cost to me of £7.45. Two weeks later I got it back and they had repaired it. 3 months on the same happened again, another £7.45 to return it to Fossil… This time I haven’t received it back 😡😡

this watch broke down 26/04/2022 sent for repair after countless inquiries

when I would get it back, I am told it is waiting for repair, which is not good enough.

thankyou

Mr keith worrall

My watch was repaired and shipped on 10-19-21, as of this date I still do not have the watch. Ups states it's with usps, usps states they never received it. I've reached out to fossil several times to get help with finding the watch or giving me a replacement watch and NOBODY will respond to my emails, all I receive are automated responses saying they'll get back to me and never do. Here is is going on Dec and nothing!

Dear Sir or Madam,

REFERENCE: Beal/Beaverbrooks - Michael Kors Access Sofie Bluetooth Smartwatch Model: DW7M2

I purchased a Michael Kors Access Sofie Bluetooth Smartwatch Model: DW7M2 from Beaverbrooks. At the point of purchase, I paid £389.00.

The Michael Kors Access Sofie Bluetooth Smartwatch Model: DW7M2 is unfit for purpose.

Just over two years ago, my partner purchased a Michael Kors Sophie smartwatch as an anniversary present. Two years on, and I have had no end of issues with the watch, which you will see listed below. I estimate that having had the watch, for approximately 25 months, I have physically only worn the watch for 19 months, due to the constant repairs.

Watch 1 - Issue 1 Unable to establish a connection to the phone. So Beaverbrooks issued the watch back to the manufacturer. Watch 1 - Issue 2 The coil on the back of the watch fell off. Beaverbrooks issued the watch back to the manufacturer.

Watch 1 - Issue 3 The back of the watch fell off and failed to work. Beaverbrooks deemed the watch unfit for purpose and issued a brand new one.

Watch 2 - Issue 1 The back of the watch fell off and failed to charge. Beaverbrooks issued the watch back to the manufacturer. Watch 2 was issued back to Beaverbrooks on the 10th of August 2021, whereby I was informed that I would receive a phone call within four weeks to provide a solution.

Despite numerous to Fossil group, It has taken until the 24th September 2021 to receive an update on the status of my watch. Each phone stated with an explanation of the situation over and over, no one knew about my case, no one could find my calls, no one returned phones, despite advising that they would call me. I have received emails saying they have tried to call, but I have no missed calls or voicemails left.

Fossil has now advised that their horology technicians have been unable to repair the watch and their care team has looked to source a direct replacement, though my model is not available. A list of everyday watches was provided (not smartwatches) and the prices ranged from £150.00 to £250.00. They also advised that they would 'like to offer you an alternative product from our current range to the value of £389.00 which is the original Retail Price of your watch.' They have stated that there will be no refund if the watch I choose is less than the value of my watch, and no refund can be provided.

The numbers of the watch on the inside are broken/loose therefore there are no numbers they are laying around loose inside
The arms are also loose inside therefore the time can't tick
I am very unhappy as fossil is supposed to be a good investment but now the watch can't even be used and it was repaired before

I need the watch to be repaired as it was very expensive and I vant afford to pay for it to be fixed as a fossil product shouldn't be doing this

I have never come across a more unprofessional, unresponsive customer services. I registered my vintage watch which needed repair- duly sent it off as instructed and then waited 6 weeks before I first chased for a response. it's being assessed I was assured, then all of a sudden I received a quote for the repair ( although this had already been quoted) and an instruction to pay now through their link for the repair to take place. I paid the same day and was told it would take approx 4 weeks to repair - 6 weeks later not heard anything so chased and was told they were waiting for parts to arrive from the US so I was a bit put out when 3 weeks later I received an email to say they couldn't repair after all but lucky me I could have 20% off my next purchase no mention of returning my watch or the money I had paid out - roll on another month and I'm still waiting for a refund and my watch - I've asked for a manager to contact me but needless to say no contact and I keep receiving emails telling me I've not responded to them - utterly crap company and makes me think twice about ever buying a FOSSIL watch again - save your money and buy a proper brand with proper customer service

My daughters gave me a fossil wallet for Mother's Day. The leather inside started to peel. I sent it back to fossil to be repaired or replaced. And they sent it back to me saying because I didn't have a receipt they couldn't repair it or give me a replacement. You can obviously tell it's a fossil wallet. I spent the money to send it back. Instead of calling me, they just sent it back and said without a receipt they won't do anything. My daughters have bought me fossil wallets for years. I will never ever own another one. I have not experienced this bad of customer service in a long time. I called the company several times, and every time it was the same response, without a receipt we can't help you. Such a shame when you can tell it came from them. It's actually on their website right now being sold. It was a gift. Of course I don't have a receipt. Just horrible customer service. To mail it back to me and not call me first. That's stunning. And then no Horrible servicehelp with customer service at all. Don't buy a fossil product! They do not stand behind their products. sent it back to me saying because I didn't have a receipt they couldn't repair it or give me a replacement. You can obviously tell it's a fossil wallet. I spent the money to send it back. Instead of calling me, they just sent it back and said without a receipt they won't do anything. My daughters have bought me fossil wallets for years. I will never ever own another one. I have not experienced this bad of customer service in a long time. I called the company several times, and every time it was the same response, without a receipt we can't help you. Such a shame when you can tell it came from them. It's actually on their website right now being sold. It was a gift. Of course I don't have a receipt. Just horrible customer service. To mail it back to me and not call me first. That's stunning. And then no Horrible servicehelp with customer service at all. Don't buy a fossil product! They do not stand behind their products.

I was purchased Fossil ftw7017 watch before 6 months, after
suddenly watch shown misbehaving, and all display blank, after I was hand over to watch in Fossil
store in Ahmedabad onemall, after 2 months I have received watch through courier, but not provide
home delivery I go to courier office and collect and every time I was call for status of my watch no
Anyone response from fossil, after I received my watch shown battery low, so I was putting my watch in
charging but after 2 hours not charge battery after I called to service center number he misbehaving
with me and not properly answer.

They received my watch on the 9th December its now 9th Jan and nobody can tell me where my watch is 4 weeks is a ridiculous amount of time to not even here from them, I've had to contact them my self every step of the way and keep getting fobbed off with different information its fixed one minute and been sent back then its ups will deliver then Royal Mail then it's not been returned or repaired then it has been repaired but they still have it. One min it's in France than Germany I'd like to nowhere my watch is that cost nearly £500 and was sent to them in good faith of repair and return. I was informed on 21st Dec it had been repaired and returned and still not arrived and been told different things since then

I sent a watch to be repaired at the end of February. A short time later they told me that they never received the watch. I provided proof of delivery. Over the next few weeks I would inquire about the status of the repair, and, at one point they informed me that they were looking for parts to complete the repair. At the end of July they informed me that they had lost the watch and they were going to investigate the matter for 2 to 4 more weeks. At this point I began trying to contact the customer service department. I have been getting the run around ever since. I have been told numerous times that a manager will return my call and this never happens. I want my watch returned or a duplicate watch to replace it. I am being told that the only products that they can offer me are the ones available at a specific website. This site doesn't have my watch and any similar are only valued at half of what my watch cost me. A watch exactly like mine is available on other sites at the price that I paid for mine. I want a gift card or a check in the amount that I paid for my watch made available so that I can replace the watch that they lost. I see that as a fair resolution to this matter. As of now, I cant even get in touch with anyone to try to resolve this. I believe that they are simply avoiding me and responsibility for the loss of my property. Any help that you can provide in this matter will be appreciated.

Good Day,

I purchased a Fossil Silver Watch 8 months ago, During the time of being in possession of this item I have only used it 6 times, as it is quite an expensive watch. When I had a look a watch a month ago I noticed that a few of the diamonte stones from the face and band has fallen off. Surely this is not suppose to happen after such a short period of time as Fossil is know to be a high quality product and you would expect it to last a long time.

Since the watch is still under warranty I took it to a fossil store which is 80km from where I live to find out why this is happening. The store assistant basically told me that she can replace the stones on the watch at the cost of R50 each.

Now, firstly the stones should not be falling off a high end watch especially not after 6 uses.
Secondly, I dont understand how it is ethical for me to now pay for the stones to be replaced. So if I have to pay R50 per stone after every few months and I have to travel far distances for this, It makes no sense.

I would like the watch to be replaced to a watch that does not have these stones or a full refund as it is unfair for me to buy an expensive watch that is only going to last me 6 uses.

Thank you,

Well, I have been trying to get my gift card for a long while now, almost a year. Every time I speak to a representative they either hang up on me on purpose or promise to call me back. I have not received a call back as of today. This is very frustrating and I am a woman with several illnesses. High Blood Pressure, diabetes and Chronic Kidney Disease. You guys are adding on to my illness with stress. I was told on February 25, 2020 that my gift card was emailed to me. It was not. A supervisor by the name of Eddy id#127909 told me that it was being processed after I was told that it was emailed to me. Well Eddy sent the watch back to me. Why would anyone send a customer, who is supposed to be receiving a gift card, back a broken watch. I've experienced nothing but unprofessionalism with fossil. I also spoke to Alex on 2/27/2020 and told me he would call me back with some results. NOTHING has been resolved as of today. I am stressed out, and have a headache about this situation. Fossil representatives need training because they can't seem to help me after I have spent my money, not once but twice on a watch. PLEASE, PLEASE help me. All I want is a watch. I can be reached at [protected]. My name is Jacqueline Parks. The reference # [protected]. Please revisit all my calls with your reps. I am telling the truth. I really hope to hear from someone very, very soon.
Thank you,
Jacquie