I have a Skagen watch, in for repair with the Fossil group. I initiated the repair over 4 months ago and it is still with them. The watch was sent back to me once, unrepaired, as they claimed I hadn’t paid, even though I had sent a screen shot of my bank payment to them three times. They eventually sent me a pre paid envelope to send the watch back. After another 5 weeks I emailed to ask when I should expect the watch back. I then received an email from Fossil group asking me to send proof of payment, or the watch would be sent back unrepaired. This is the most inefficient company I have ever dealt with, their customer service team seem to be operating individually with no central information. I am extremely frustrated and disappointed with this company and would not buy a watch from them again.
Review by Shaws2 weeks ago
I would rate negative if there is negative star. Wasted tons of time. I cannot place the order online. So I called customer service for the first time to place the order. I wasted one and half hour with an id!ot trying to place an order. Eventually I was told that the order was successfully placed. Next day the payment was posted. After one month I still do not receive the watches. I called customer service and checked. The lady on the phone told me the order was not successful. I was so mad. So I tried to place an order again. And I had to pay the extra fee (because the price goes up) and expedited shipping fee (for fvck sake) because I need it sooner after one month. She made a mistake. The engravings was wrong. I called customer service again within one hour. One lady answered the call and told me the order cannot be updated. It's final. Now I have to place another order... OMG I wasted a lot of time and money. I cannot utter how frustrated I was. This is soooo ridiculous.
Review by Saffiya Tregidga3 weeks ago
I would give them a zero for customer services if I could. Watch broke within warranty, they can’t fix it, replace it and they won’t refund. They’ve told me to contact trading standards if I don’t like it. Seriously.
Will contact trading standards. Shockingly bad.
Review by ViceSoft1 month ago
TERRIBLY disappointed in the Rachel and Sydney satchels. VERY cheap looking handles; the bags are actually plastic and not leather. For $180 I can buy a great Dooney that lasts for 30 + years. I've spent my last buck with Fossil. BTW~have a Fossil watch WITH a leather band; it's less than 5 months old and the strap is already wearing badly.
Review by Xiaoli1 month ago
Never buy a watch from fossil again. I got a smart watch explorer gen 4 for christmas. And it stopped working by june. Took weeks and weeks to finally get them to send it off for repair. 6 weeks later it comes back not repaired at all!
What a pathetic company
Review by JBittick Nwaekeke1 month ago
I am a fossil watch fan ( I own 7),I got an email about a limited edition watch.
As only 450 were being made of the hologram archival series,I placed my order quickly so I didn’t miss out,I ordered the watch on 16/05/19.
It was dispatched 28/05/19 and arrived on 30/05/19,to my disappointment the watch was faulty.As I was going to work for night shift I waited till the next day to report it to customer services and was told as the watch is faulty they would also refund the return postage and asked me to email a copy of my refund costs.
I contacted them on 06/06/19 to see how long the refund would take( about 15 days)
21/06/19 I received refund but not postage costs so I sent an email asking where is the refund.24/06/19 I received an email saying GOOD NEWS they are going to refund my postage,I was told this at the beginning because the watch was faulty.
They asked for my bank details so the could refund me on 26/06/19 and I replied I am on holiday and would do it when I returned back to the UK.
02/07/19 I sent my bank details,on 11/09/19 sent another email and then on 15/07/19 I received an email apology for the delay.
On 17/07/19 the refund request had been sent to finance by the support team and finally on 02/08/19 sent another email as to what the hold up is.NO REPLY
I purchased the watch in the U.K.,it was sent to a return address in the U.K.,but everything else is being done in USA because fossil is an American company.
If you buy a watch online from fossil and the watch is faulty,don’t expect your postage refund.
Review by Bryce Anderson2 months ago
I would put a zero if I could. Watch stopped being on time slowed down over time. Date always falls behind. Band broke within a year(leather)poor design. I bought this watch in memory of my father. What a complete piece of garbage. NEVER BUY FOSSIL WATCHES!!!
NEVER BUY FOSSIL WATCHES!!
NEVER BUY FOSSIL WATCHES!!
Review by Kumander2 months ago
Purchased a watch which was faulty on delivery. Doesn’t hold time loosing hours a day. After many phone calls and emails arranged to return faulty watch as the price had increased I was told couldn’t exchanged for one the same. Watch has been returned and signed for. Fossil have confirmed they have received the faulty watch last week but still not processed a refund, now saying have to wait 14 days
Review by Tæl2 months ago
Worst customer service I have ever experienced after the smart watch I bought from their website had issues. They eventually agreed to a full refund but I only received a partial refund. I have continually asked for this to be resolved and they make out it will be but it isn’t! Most recently I have asked for info regarding how to make a formal complaint and have had no response.
Review by Begli2 months ago
Dreadful customer service. My brand new watch stopped working after only 4 months. I returned it for repair and they have lost it. Apparently repairs are received by a company in this country, then shipped to France for repair, then returned to this country, then forwarded back to customer. It has now been over 4 weeks since they received the watch and I have been passed from one person to another with no resolution. I have asked for a full refund, but they keep saying they have to check with the repair company that its not been received before they can do anything. I WILL NEVER PURCHASE ANYTHING FROM THEM AGAIN!!!!
Review by Abbw2 months ago
NEVER BUY FROM FOSSIL AGAIN
WORST CUSTOMER SUPPORT
I bought a bracelet from fossil 5 months ago, it's not holding tightly and falling down through my wrist. They just told me to keep warranty certificate. Today I went to store to show the problem, they kept asking me the proof, however, they forgot to sign the warranty certificate. Therefore, they haven't accept warranty certificate. Their fault not signing certificate!!!!! They did nothing, even not tried to find a way to repair it by price. Worst brand, worst customer service. I will never buy any product from there.
Review by JoshVv3 months ago
Ordered a men’s belt online and they sent me wrong colour and wrong size.
Review by Garandel Yellowley3 months ago
I bought gen 5 watch in 2 days ago ,price wise to high , its garbage watch , speaker quality is very bad , so don't buy 👎
Review by McDermott3 months ago
Love Fossil watches. I own four now and family have started buying Fossil too having seen mine. Beautiful design, gorgeous real leather and a chunky metal watch face.
My oldest Fossil watch is 6 years old, the battery needed to be replaced once (£12), and that's it. That is normal for a watch. On the older ones which have been worn hundreds of times to the office, gigs, holidays and more, the leather is a touch worn/less tight but still goes round my wrist and hasn't broken.
Otherwise all 4 (brown, tan, blue and tan/blue mix) all working and still look fantastic.
Review by GGrayson Derrow3 months ago
Poor and very slow customer service.
Take ages to come back to you. Was offered a refund for return of defective item. Returned the item, they lost it and then tried offering me a store credit instead. Was originally informed (a month ago) that the refund would be 3-5 days.
Following up with customer service constantly involves chasing them. May have to resort to contacting my credit card company for a refund.
Review by GEjere Ngampramuan3 months ago
Watch your bank account or credit card, if you purchased items from Fossil in the last 6 months. Fossil has charged my account without my consent or knowledge. It has been 4 days since this debt and I still have not receive my money. It is a good thing I am not a person who needs to feed my children or pay rent or I would be SOL. Fossil has been no help what so ever. First it was" your money will be in your account today", then "2 to 3 days" and now it they are saying "2 to 5 days". And now I have receive a notification that my card has been compromised, my card is closed and I will be receiving a new card in 7 to 10 days. I will never buy Fossil products and I suggest you do the same. It just might be you next time and maybe you can't feed your children or pay your rent because of Fossil.
Review by Maarametua3 months ago
St Enoch centre store- took in my very loved watch which has stopped working after my 3 yr old accidentally knocked it down, got the option of half price off any watch as within 2 years. Also liked a bag online but I store they offered me a further 25 % discount . Excellent service from Vicki and Louis .
Review by Nenske3 months ago
Not even worth one star.
Purchased a watch for over £120 four years ago only to find that it is now obsolete and there are no spare parts available. I wanted a replacement strap, easy you would have thought. Firstly I tried several jewellers known to have been Skagen (Fossil subsidiary) stockists in the past only to find that they had ceased stocking Skagen due to poor after sales service. I tried their on line service centre who took £40 off me for a new strap after three weeks it had not arrived, I contacted them again and they sent a replacement. When it finally arrived it did not fit. As per their instructions I returned it and waited for a refund within 14 days. After this time I contacted them again and was promised payment. That was three weeks ago and it still has not been received!
Nice watch but totally useless without a strap. I cannot believe that a relatively expensive watch is obsolete after 4 years and no spares are available.
Review by JGstratego Donck3 months ago
Very bad customer service/care! I purchased a watch from a retailer and wore it for two years every day and showed with it on daily. The watch hadn’t been damaged in any way nor hit. I always took very good care of my watch. I rode my bike one day and it was hot weather and I was sweating quite a bite. I noticed the crystal was getting faded which later I learned that it was condensation on the inside of the crystal. I took it to a jeweler where he took the back off and let it dry. I got it back and wore it a couple more days and the same thing happened. I called fossil and explained the issue and they told me to send it back and they would fix it and send it back. I mailed it to them and a month later it came back with a paper that read “the following are the necessary parts that are not available” hands, dial, crown and movement. The watch is being sent back to you in the same condition as you sent it! Fossil had a card with a code # for me to purchase a new watch from watchstation.com with a discount. I visited the website and all the watches were ridiculously high. I called fossil back and they told me they were sorry but they couldn’t do anything for me! The way I was talked to made me feel small! Bad customer service! Won’t ever buy a fossil watch again!
Review by Amiet4 months ago
4-6 day delivery window is already too long, no option to pay more for speedier delivery.
Anyway.... we’ll after that time I still have not received my handbag.
Numerous emails have got me no where.
I’m £££ down.
Review by Bridgestock4 months ago
I bought a smart watch from fossil within a couple of months the glass case came away from the face, I had the most horrible time getting through to customer service , the people I did get through to sounded half asleep and rude, my money went down the drain for an expensive watch I would never buy from them or recommend them, if anyone is thinking of buying from Fossil please DO NOT !!
Review by Jokerus4 months ago
NEVER BUY FROM FOSSIL WEBSITE
NEVER BUY FROM FOSSIL AGAIN
WORST CUSTOMER SUPPORT WORST DELIVERY
AFTER 3 WEEKS I STILL DONT HAVE THE PRODUCT
Since it was released I tried to buy the Fossil Gen5. I had two attempts so far.
First watch was lost by UPS in UK, the replacement order was never processed and never left their warehouse (i dont know why). This was the time I asked a refund so I can buy it in store. I checked online and the store near me ran out of stock (the closest one was in Manchester)
Then I tried ordering it second time (maybe if it isn't a replacement, they'll process and dispatch it sooner). I placed the order last Sunday on 8th of September hoping will be dispatched next business day (as it says on their website), Monday. I've called every day since, in order to receive the tracking number. Everytime I called, I've been told that they will have a tracking number after it reaches UK (From Germany). When I called today, the guy from customer support told me that the item is out of stock and they couldn't process my order (money have been taken from my account and I received an email saying that my order was received). On their website my watch appear as shipped. Which is very confusing knowing that is out of stock.
Moreover, you can order another watch right now, pay for it, wait for a tracking number l, just to find out that is out of stock. A new one would take 4-6 weeks to arrive. (Which for me is unacceptable after one month from my first order).
I've made this post for two reasons. I need an advice from someone who had this problem because I have no idea what to do now. Should I wait 4-6 weeks to get a new one or buy an alternative to fossil?
Second reason is to rise the problem that Fossil won't tell you that the item is out of stock and you'll end up waiting maybe more than a week before you're informed.
Review by Elsbells Paamu4 months ago
Cesspit of a place, don't order from these crooks.
Review by Sevvel Leed4 months ago
STAY AWAY - BEWARE, WORST BRAND EVER
The product is subpar, the price is high and the customer support staff are HORRIBLE. I have never come across worse customer service. From the first contact til the very end not once did a Fossil staff admit fault, apologise or even try to be helpful. Instead I received incompetency, unhelpful and customer blaming attitude, and contradictory and inconsistent information. Also I had to constantly chase up my product and inquiries over the phone as they are bad at responding to emails. Either the whole brand leadership has failed and has fostered such terrible customer service, or the Australian customer care support is just incredibly incompetent and rude.
I wish I had read these review before buying anything.
If you still want to buy a Fossil product, take my advice: RETURN THE PRODUCT AS SOON AS IT ACTS UP because I promise you that you do not want to deal with the customer care department.
Review by Einari4 months ago
I see others recently had the exact same problem I did-- I bought my boyfriend a monogramed wallet for his Bday back in January. I just got charged for the wallet AGAIN (Its August). I guess they figured it out bc two days later, the money got credited back to my card. Good work to all those who reached out to the company to force an investigation!