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 Service Value Shipping Returns Quality Date of experience: December 23, 2024I 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 Products used:The other purse Service Value Quality Date of experience: November 4, 2024This 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 Service Date of experience: December 10, 2024Been 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. Products used:Website Value Quality Date of experience: June 4, 2024I'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. Date of experience: July 6, 2023Bought 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. Products used:Watch Service Value Shipping Returns Quality Date of experience: May 9, 2023The 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. Tip for consumers:Tori Date of experience: August 4, 2023First 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! Service Value Quality Date of experience: September 17, 2023This 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! Tip for consumers:Worst company I have ever dealt with. Do Not purchase from them as they change the charges and you will be stuck as they will not honor their sale prices Products used:Handbags Service Value Shipping Returns Quality Date of experience: February 17, 2023Submitted 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. Products used:Hybrid smart watch Service Value Shipping Returns Quality Date of experience: January 4, 2024I 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. Service Shipping Returns Date of experience: May 12, 2023Fossil 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. Service Value Shipping Returns Quality Date of experience: December 18, 2023VERY 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 Tip for consumers: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 23995 now also my problem is not solved my ORDER NUMBER SVO494948 MOBILE NUMBER *******215 Products used: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 23995 now also my problem is not solved my ORDER NUMBER SVO494948 MOBILE NUMBER *******215 Service Value Shipping Returns Quality Date of experience: July 10, 2023This company is a joke, their customer service is the worst I've ever seen anywhere in the world. They lie, play games, hang up on you and refuse to do anything about your issue. I will do whatever I can to take down fossil in a class action lawsuit. Wish me luck Tip for consumers:Do not even consider giving fossil a chance they are trolls. Products used:Smartwatch Service Value Returns Quality Date of experience: December 15, 2022Sent 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! Service Value Shipping Returns Quality Date of experience: September 8, 2023The lady said one card would not go threw so I gave her another card. Both items sent sent other back never got refund has been several months of emails and calls a supervisor was suppose to contact me never has. Date of experience: November 23, 2020Worse experience ever! Never ever shop anything from Fossil! Nothing works properly! Neither the watch nor the business! They charged me multiple times for one unsuccessful purchase and sent me an item that I never asked for! And then forced me to return the product! So in total, they hold my money for more than 2 weeks! And their customer CARE is just a sham! I believe they just laugh at you when you are frustrated and call them! They don't reply to an email, hang up on you and honestly, zero s**t was given! Don't buy anything from them. Service Value Shipping Returns Quality Date of experience: November 1, 2021Crown 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. Tip for consumers:Read everything Products used:Watch Service Value Shipping Returns Quality Date of experience: February 14, 2023Do not buy from this company online! Customer service is a joke! They don't reply to emails. I ordered 2 bags, arrived after a month although when i placed the order they mentioned it would take 3 to 7 business days to be delivered.I returned an item because it was different from what i saw on their website. It's been a month now and I haven't received a refund. I tried calling them, emailing them, no respond. And their live chat is a joke they never answer.Horrible! Products used:Bag Service Value Shipping Returns Quality Date of experience: December 31, 2022No major complaints. Would avoid buying online especially if you're an international buyer, but bought few watches in store and one of them stopped working so they replaced with a new one, no questions asked and they gave me a newer generation of that watch. Good job Tip for consumers:Would avoid buying online Products used:watches Service Value Returns Quality Date of experience: June 25, 2021I was lucky enough to bump into problems BEFORE spending money. I wanted to order a watch and was offered $25 discount, on the website and via email (multiple codes). None of them worked, customer service ignored my inquiry and they keep sending emails with the same false discount. All in line with the other customers' experience. Service Value Date of experience: November 17, 2022I've got a fossil watch skeleton type or open heart, whatever, I don't regret to have purchased that watch, is incredibly beautiful, I have over 4 months using it, and it has been very resistant, it still brilliant as the first time I purchase it. It's very elegant indeed. Date of experience: March 7, 2017I like Fossil watches, I have been wearing them for years and I think prices are affordable, but I am not that confident about their support team and ordering online. I did couple times and every time was someting, waiting for watch to arrive more then it was said. Tip for consumers:If tou want to buy Fossil watch, go directly to store, don't order online Products used:watch Service Value Shipping Quality Date of experience: August 18, 2022These guys have some fantastic products! I have a fossil watch & a fossil pair of sunglasses, and bought some clothes there too. I get compliments on them all the time. People love them. I went to a job interview brandishing a fossil watch & a vest I bought there. My interviewer said "I like your watch, what brand is it?" I told him "Fossil... the same brand that makes this vest." He said "Wow that's cool I'll have to go there sometime". Yes, I did get the job. Date of experience: December 20, 2016Ordered 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 Date of experience: December 31, 2022