Fossil Reviews 2,010

Fossil - customer care an absolute joke! Returned a bag to them, waited and waited for the refund. Contacted customer care UK, was told it was a technical issue with the Accounting team and they confirmed the had the bag back with them. I received an email to confirm the conversation. Still no refund. I contacted them by email a further 3 times - no reply, no acknowledgment. I called again today, still same story about technical issue in Accounting. I asked to speak to a manager, not possible. Agent Istvan said he would escalate. I told him I would be calling every day, frequently till I had the funds back.
Fossil to be avoided at all costs, save your hard earned cash.

Really poor customer service.

I have a brown leather bag bought as a gift from my wife, however, the plastic clasp had broken. The bag is out of warranty, however could be easily replaced without repair work. I contacted fossil to purchase a new one and was given 2 options:

1) claim under warranty if it is still under warranty

2) get a discount code to purchase a new one!

This response is totally unsustainable. I find it disgusting that the company would rather the material go in the bin when a cheap plastic clip could be offered!!!! I wouldn't care but the bag was £380. Priced high end but the service is Temu!!!

The customer service is horrible. They ask you to pay for shipping to get your warranty, which they claim to pay back if they approve the warranty. I do not trust them to pay me back the shipping. I actually do not even trust them to honour the warranty, and feel like this is an unfair gamble.

Aside from that, in the Netherlands, you cannot ask for the customer to pay the shipping costs for warranty, so whether I trust them or not, this is illegal.

I wouldn't even rate this company 1 star! The level of customer care has been nothing short of appalling!!!!
I purchased a watch last year which stopped working, as it was still under guarantee I sent it back to be repaired.
It was a smart watch but they couldn't repair it or give me another like for like.
They advised I would receive a full refund within 14 working days! I am now on the 32nd working day and still nothing! I have sent several emails which have continued to be ignored! I have spoken with 2 call handlers whom assured me they would continue to update me, over a week later, absolutely no correspondence!
I am now planning on contacting my bank tomorrow morning to log as fraudulent given I've not had my money back! If you are thinking of making a purchase via this horrendous company please think twice about it! I am totally disgusted!

I think it is a scam. I asked to purchase a watch band.
They wrote me that it is available and that I order it by phone (gave the phone number details) and told me to have my card ready, issued in US.
That's why I think it is a scam.

Watch strap broke soon after buying. Had to fill in multiple forms online to try to claim. Customer service suggested I either just BUY a new strap, or PAY to post it to their repair centre which could take weeks and/or be chargeable. Any other decent company would just send a new strap, or a refund, or repair for free (which they are required to do by law). Blatant disregard for the UK consumer rights act.

Paid for expedited TWO DAY shipping and order sat around in processing for a week. Website states items shipped day of order or next day at latest. Customer services offered no refund on shipping fee, reasonable explanation and repeatedly gaslit me that processing can actually take a week yet that’s stated no where in the terms of sale. Lifelong boycott with hope of them going bankrupt

Ordered a watch and still waiting for it two weeks later. They blame it on Purolator. They need to change carriers or get their act together. You can never get through to customer service.

Tried to order several mens wallets and several womens credit card holders during the holidays and the sale wouldn't go through. Tried to contact customer service by telephone and the message said they wouldn't be available until January 2, 2025. When I spoke to Valerie today, and explained the items doubled in price, she said first, she could only offer a 25%or Discout, then upped it to 30%. Still far more than what i would have paid had the original order went thru.

I received a gift of a watch about a year ago and as I was un-wrapping it I was praying "please be any brand other than Fossil". Unfortunately it was a Fossil and as anticipated it has stopped dead, just like the two Fossil watches I owned before this. I replaced the battery after 6 months but it stopped again soon after. From previous experience with Fossil Customer Services I know there is no point in trying to do anything about it, so I will just let it go and avoid in future.

I recently purchased a watch from the Fossil store in Roermond in August, and a few weeks ago, I noticed some issues with the leather strap. Although leather straps aren’t covered under the standard warranty, I reached out to the store and had the pleasure of speaking with Monika. Her customer service was nothing short of exceptional.

She not only understood the issue immediately but also went above and beyond to provide me with a new leather strap. Monika’s quick response, friendly attitude, and willingness to assist made the entire experience incredibly positive.

It’s rare to find such attentive and proactive customer service, and I’m truly impressed by Fossil’s commitment to customer satisfaction. Highly recommend both the brand and their fantastic team!

Absolutely terrible customer service. I ordered a watch beginning of November, the delivery and condition of watch was not a problem but the return amd refund process was incredibly frustrating and took almost 2 months. Customer service were no help and just sent me automated emails instead of actual answers.

I am very disappointed with Fossil.
I sent my personal smartwatch for repair a second time (first time = failed, same problem) at the end of November as agreed. (Case Number 10200136)
This went seemingly correctly at the beginning.
Fossil service suddenly cut off all contact and did not respond to any message.
The only logical conclusion I can draw from this is that I have been robbed, by Fossil.
I find this outrageous.

Second experience with fossil ordered the item it was showing the delivery on Dec 17th 2024 but now they are telling they are not able to track my package . I read several similar reviews in trust pilot since fossil is not posting our negative reviews . Who all are interested to join with me to demand fossil to post actual review in their website . This is the second time I have the same experience. Let us start a campaign in social media where we are allowed to post reviews and gather our contact information so we can decide on further actions

Worst experience! I ordered a Fossil watch 8 days ago and it hasn't been delivered. Fossil had issues with the delivery company (UPS) but didn't look into it or informed me. 3 days ago I flagged this and asked for an update/ clarification, but they just sent me the same tracking number and told me to wait, without investigating further. I contacted again on chat, and after an hour of me really insisting that they look into it, now it turns out there was an issue, and they need time to update their delivery partner!!! So frustrating, not only that I had to insist because they didn't want to action, but also that I had to waste so much time contacting them, not to mention waiting for the order. I rarely see such poor service, it's appalling. The customer care adviser told me that don't investigate if something goes wrong until the customer raises an issue/ complaint, which in my case took emails and an hour on chat of constant pushing. It is shocking!

I've never seen an online store this bad before. I was making a watch purchase, and then selected apple pay to complete my order. I selected the store I wanted to pick it up from and rather than getting it ready at the store I selected, they are delivering it to my address. When I contacted support they said they can't cancel the order or change the shipping address, despite having JUST placed the order less than 2 minutes ago. Now it will arrive after the holidays. Absolutely terrible

We ordered a rfid Logan clutch purse with free embossed initials. Paid £7.95 shipping as well. We got it 8 days later and the purse was fine however the embossing was terrible and smudged. We contacted customer services and sent emails all ignored.Got 2 complaint cases numbers, and got no replies. They received our returned item but could not send a replacement despite them still being sold on line. They then lost our item in their warehouse, and so have not issued our refund.
Its got to be the worst customer care in the world. No gestures of goodwill, and so far no refund for what we paid.

Have bought Fossil watches and purses in the past and have been pleased, but this time they have spoilt our christmas as it was a present for my wife. I am out of pocket and having to spend again because of them. I would give them no stars if possible and beware trading with these unprofessional people...It has been dire....abysmal...and worse.

They have two weeks then ill see them in court to get my money back.
Keep photos of everything, screenshots and even sending back the return as they dont send an email receipt or give you one at the sending till. They use UPS.

Found out today that the purse was not properly logged in at their warehouse and has gone missing....yeh right...i actually believe that they are so poor.

Stay clear of online buying from them. Its my last time...Use RESOLVER if you get in a dispute with them ... i have. If that fails, small claims court.

Delivery delayed since 2 weeks now untrackable contacted Fossil said they have to wait another 3 days to do something for my 300$ order and gift for christmas. Never buying there again

I ordered a Fossil product online from FESCO GmbH (Germany) on November 29, 2024, and it’s now December 13 – my order is nowhere to be found. Initially, I received a UPS notification on December 4 that my item would be delivered, but the delivery was delayed for a day. On December 5, I got another notification stating, “The company or receiver name is incorrect. This will delay your delivery." which is weird as I put my details correctly while placing the order.

I contacted UPS immediately to update the details, but they were completely unhelpful. They advised me to file a loss claim, which I did, but there’s been no progress or update since then.

To make matters worse, there’s no contact number on Fossil’s site/FESCO GmbH that I can use to escalate this issue. I sent an email, but it’s been ignored – absolutely no response! This is the worst customer service experience I’ve ever had.

I want my refund immediately! I feel scammed, and I wouldn’t recommend anyone to trust this company. Stay away from Fossil unless you want to deal with endless frustration and zero accountability.

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. 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.

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