Fossil Group
Reviews and Complaints

My parent bought me a leather Fossil watch as a presnt for my 21st birthday (26 May 2016) at Edgars in Kimberley's Mall South Africa but few months after that the strap first lost it colour and turned into a much darker colour than it originally was. Then in November 2016 the strap broke.
Im so disappointed because you pay thousands of money for something that dont even last longer than a couple of months.
Now I must pay AGAIN for a new strap.
I wil never buy a Fossil watch again because two of my friends have the same problem.
Bad quality leather straps.

I gave my watch for repair as it stopped working and also to replace the chain as the colour is getting faded i have given the watch in the fossil store at sujana forum mall hyderabad on 4/01/2016.
I have got a call on 22/01/2016 dat the watch was repaired so i went on 26/01/201 i.E yesterday to collect the watch. I took the watch and checked it the braclet was not replaced and there are scratches on the case of the watch.
I asked the concern manager about the scratches and the bracelet .She was soo rude to me and yelling at me that the scratches were there before.
The manger (Lady) was very rude and shouting at me that iam wasting her time and her staff time.
While she took my watch she checked every thing and in the service form she wrote that there were no scratches. No she is telling me that i have used roughly and so were the scratches on the watch before i gave it to her. She almost told me to get out of the store if u want the proofs u can check in your cc footage on 26/01/2016 between 6 to 7 in the evening. As a regular customer of ur brand iam very hurt by her behaviour and so i took the watch and came out of the store. While i gave the watch she told dat the bracelet will get replaced in the warry as my watch is 5 months old again yesterday she is shouting that it wont get replaced in the warranty. And she is also telling that the watch should not be used regularly and its only ocassional use. She also told u didnt buy the watch here and why are you asking me. I want you take serious action against her regarding this issue. My name is paul sushanth jaladi my contact number [protected]

My husband bought a matching rose gold necklace, bracelet and earrings for me as a gift. Not long after, the necklace started to 'tarnish' and looked terrible. I wasn't able to get to the store for some time but I eventually tried to return the necklace. They insisted that I must have a receipt which, on this occasion I hadn't brought with me expecting that there wouldn't be any issue about changing or refunding as the necklace was clearly faulty, it no longer matched the other pieces and looked awful. So, today I returned to the store with my receipt and the faulty necklace...I spoke to the deputy manager, Andrew, showed him my receipt and the faulty necklace but he would not entertain either a refund or a replacement telling me that this sometimes happened with rose gold. Obviously, it no longer matches my other items. Rubbish customer service and rubbish item of jewellery. Don't buy rose gold from Fossil.

I got a brand new Fossil watch model FS-4096 (Blue dial SS) as gift in 2010. I stopped working in 2015. Replaced battery but did not work. I tried to send it for repair but the online service requires the original receipt. The watch has a 11 year warranty. But it is very illogical to ask for original receipt after 4-5 years. Perhaps this is a way to avoid keeping warranty repairs.

I bought a limited edition Fossil watch three thousand rand end of October and four months later I had take the watch in for repairs four times already! The quality of Fossil watches is pathetic! I have owned faaaar cheaper watches as a student with hardly the fraction of a headache from their quality! Like Fossil quality isn't bad enough - the inefficient staff! What a shame! I asked to have the watch replaced and I had an option to take another one for the same value... I chose a Skagen watch and two little precious stones inside had fallen off with in 3 days of me having owned the watch! I took the watch back after the weekend! FOSSIL GROUP produces crappy watches! Its pathetic! I will never ever spend a cent on them again and I will be sure to advise people to buy watches from elsewhere.

The least one expects when buying a fairly expensive watch is decent quality and reasonable customer service. The staff at these stores are poorly trained, if trained at all! Even for something, as basic as requesting an exchange they rely on the store manager who doesn't work full store hours! SHOCKING

I received my long awaited fossil me 1136 watch by ups from california on thursday january 15, 2015 and was thrilled.
Six (6) days later the sweep second hand fell of and the watch stopped functioning. I freaked out! I had gone through a lot since november when fossil determined it had no links for the fossil titanium watch I had, which otherwise ran perfectly, I couldn't wear it because the metal band was too tight. (I got fat!)
I searched the internet and finally found the "perfect" fossil watch in sherman oaks, california. I finally was able to get it on the 15th.
I am 68 and live alone in a nursing home in ny state. I am poor and get an allowance of $50 a month from social security, so getting this watch was the biggest deal in years. I was very happy for 6 days. Then I became depressed and later annoyed at the lack of interest at fossil customer care. I can't sleep. This bad luck goes over and over in my mind.
My new watch stopped after 6 days. The second hand fell off through no fault of mine. I am not physically active and nothing to cause the watch's failure.
I explained all this to a dolt named jose, at customer care and instead of appoligizing and reaching out for a replacement, he acted very unimpressed by my plight.
I had sent over 60 emails back and forth to fossil customer care. I expected someone might remember me and the nice compliment I posted on facebook, at their website.
I have not heard anymore from customer doesn't care. My fossil watch is just sitting here broken. There has been little or no contact from fossil. They apparently don;t customer care!

I have just received the worst costumer service of my life. I had bought a Fossil watch about 2 weeks ago from Watch Station (in CrossIron Mills) as a gift to a friend, only to discover that the face of the watch was scratched. I still had the receipt of the watch, so I went to the Fossil store in Market Mall to get it exchanged. The women who was the store manager (I believe her name was Liz Murphy) showed me absolutely no respect right from the start.
She refused to let me exchange the watch because when I had bought it, I had received an employee discount from a friend who was working. At the time of purchase, there seemed to be no problem at all. The manager of Watch Station was the one who rung me through the cash register, and no one had any issues with me receiving the discount. I did not understand why it was such a big deal. I paid for the watch so I should be able to exchange it.
The manager then began to yell at me, and accused me of being a jerk for arguing with her, about why I should receive an exchange for a watch that I paid for...? It made no sense, and on top of that she had no proof of this crazy store policy. She declared my purchase as an "illegal purchase" even though I still had the receipt to prove that I paid for it. This manager then began to freak out, saying she was going to call Watch Station and get that employee fired, saying that we will never be able to exchange this watch. She then screamed "I'm taking this receipt" and actually REACHED INTO MY BAG, grabbed out the receipt and ran off into the back to take a photocopy. Unbelievable. This woman had NO right to invade my personal space. There is NO excuse for such poor costumer service. No manager or employee should ever engage in contact like that with a costumer whatsoever. All I wanted was an exchange because I bought a scratched watch. That was it. She threatened to call mall security even though she was the one screaming... but I was ready to leave anyways.
I am 18 years old and I guarantee that if I was middle aged, this women would not have treated me with such disrespect. NO one, regardless of age, should receive such poor quality of costumer service.

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.

I bought fossil watch 2 years back. Since the time i had bought it, nothing seems to be ok. Product is extremely bad in terms of
1. Color shading off
2. Watch not working

No body cares once the product is sold. After sales service makes it bad. I have been writing mails, visiting distributor again and again but nobody cares. Watch response is extremely poor.

I sent my fossil watch for repair got it back recently, i had bought this watch 2 years ago.
Since it was out of warranty they made it a point to ruin my watch before they it was returned.
I had sent it for servicing and i was suppose to get the watch in 45 days... I got it almost after 2 months that too in such a pathetic condition.
The watch has scratches all over the metal belt as you can see in the pic. The back cover was also replaced which does not look good. I had asked for the mechanism of the watch to be replaced, not the back cover.
They charged me 1700 Indian Rs for this. I am never gonna buy anything from fossil again that's for sure.

Mikhil Sonavaria
[protected]@email.com

I bought an armani exchange watch in January. It turned out to be defective in 2 weeks time after its first contact with water. I sent it to Fossil in order for it to be repaired. They sent me a replacement watch after more than 20 days. This replacement watch turned out to be defective as well, but no one had bothered to check it before it was sent to me. So I sent it for repair again. This time I was assured I would get a working watch. However, now it has been almost 40 days since this assurance and I still don't have a watch (not even the defective one is with me). All I have is a collection of e-mails from a certain Rachel which are absolutely inconsistent with each other and a receipt dor the 135 GBP I have paid for that.

Today I got a letter offering me to choose from alternative watches. However this letter had like 10 watches in the price range I have been offerred and none of them amounted even remotely to my original watch.

What struck me is that the letter said that 'they didn't have the parts to repair my watch' while in their previous e-mail they assured me that if I wanted to I could get a BRAND NEW ax1139. So they took my money in January and I have been made a fool of for over 60 days now.

All I wanted was a working watch but all I got was lies and delays. If I wanted a refund, from what I understood, it is going to be easier and faster if I went in the street and begged for my 135 GBP. I do want someone to do something about that and I want to have the watch I HAVE PAID FOR OVER 2 MONTHS AGO as the company did not wait for 2 months before they took my money, did they ?

Hi,
I would like to bring to the notice of the fossil watch company about the dont care attitude I received from a store they supply their products to.
2 weeks ago I went to a foschini store to purchase a watch for a birthday gift to my sister.
The value of which was r1399.00
When going to pay for the item the lady gives me the watch in a lanco box.
When I asked why is it not in original packaging she said they are not supplied with the boxes at the same tym as they receive the watches.
This really frustrated me and obviously was not goin to buy a watch that costed r1399.00 and gift it to someone in a cheap plastic lanco box.
Kindly look in this matter. I would like some feedback on this.
Thank you

Fossil being one of the big brands in watches would make you think that their watches are good quality, but you would be very very wrong.

My fossil cost me r2000, with in one monthe the strap broke then it got water inside the face (Although it said 100m on the back) and the to top it off the button for the stop watch just fell out the side of the watch. All of this within 9 months of being bought, can you believe it.

Then I tried to take it back. I spoke to winston seals at head office and he tell's me 7 working days ha. What a load of ****, cause once I got there they tell me no less than 4 weeks.
Not one of the repairs could be done in shop, even the strap!

The watch is literally falling apart and they will not replace it. This is shocking!

I complained about two weeks ago about poor workmanship and service and demanded to have my watch replaced after several repairs that was done badly as the problem re occured. Then I got a 50% discount voucher and not a new watch, and a promise that my watch will be repaired according to standard and no problems would occur. They also said a hole in my face caused the water to come in, the hole was never there and the back cover loose again, and that is where the water entered. But they sent my watch back after fitting the back cover and sealing the watch. I got my watch back sat the 27th feb 2010 and it got fog from my hand and not the face and again my watch strap broke, it is now the 5th time. I had my watch in a working condition for 3 hours, what workmanship is that. I am very very unhappy and I want my watch replaced as it gets worse and worse after each repair that takes place, every time it is a repair on a repair and again I will have no watch for the upcoming argus. Please assist as I get no assistence from fossil, I want a watch that does not break constantly, we pay a lot of money for these items, but we just sit with problems. No customer service and satisfaction!

I purchased fossil watch from shoppers stop, jaipur & repair two times in warranty period. Now it is again not working condition & shoppers stop isn't entertain my problem.
Model no. Bq 9327

Ashok
[protected]@yahoo.Co.In

This is to put at your notice that I had purchased fossil watch from one of yours authorised dealer at vashi the address for the shop is as follows:
Just in time,
16, big splash, sector 17, vashi, navi mumbai - 400703.
Tele: [protected].
I think they are licensed to sell your company’s products; the model and dc no of my watch is 3h2515 & 1082.
On 3rd august 2010, I had given my watch to your above authorised dealer as its glass was damaged due to my personal mishandling they had made it clear to me that the expenses occurred to be borne by me and I was very much ok with it. I was given the tag time of 20 to 25 working days for getting things done but it’s being more than a month and after so much time taken the response and service from your side is very sad and un professional to be said. As per my regular follow up with your authorised dealer I don’t get proper response or estimate from them and no clarity on when is the delivery time. As today I manage to speak with one of yours representative mr raghu and he told me that he again require 15 to 20 days to find out the details it’s my humbled request to you people kindly take my case on priority and on personal ground and get it solved at the earliest.
Waiting for your positive and quick reply and also call.
Thanks warm & regards,
Mohit kapoor.
[protected].
[protected].

I purchased wallet in December, the stitching began to unravel pretty soon after beginning to use. Called Fossil customer service. Very bad experience. They refused to send me advance replacement--even though I said charge me and refund when you get defective merchandise back. They categorically refused to do so. I asked, "Where do I put my stuff while I'm waiting for a new wallet having sent the defective one back? Men don't have multiple wallets, so where do I put my credit cards, money, driver's license, etc.?" She essentially said, not my problem, we don't do that. I asked if I really had the "customer service" department, because clearly she didn't understand the concept. I advise NOT buying from these guys. They just don't get it.

I received a beautiful Fossil watch from my husband for Christmas (2009) and was told it was waterproof up to 100 metres. Went for a swim where the pool is at it deepest about 1.8m and when I check the time, had water in the watch and then took it off and now it doesn't work. Took it back to American Swiss and they advised that the repairs workshop was only open on 15th January 2010. They then advised that they would source a new one from another store ... so now I wait. Will keep you updated.
Cindy

Terrible customer service!

I wanted to order a watch from fossil.com as the store in my area doesn't have the item in stock.

When I went on the website, I was happy to see that I would receive free overnight shipping. This is the day before valentine's day, mind you. Before I place the order, I call the customer service phone number. I spoke to a gal name lisa. I ask lisa when my order should arrive if I place the order right away. Lisa tells me that if I placed the order right then, I should be receiving the watch tomorrow - on valentine's day.

I made sure to ask lisa what possible complications there might be in order to avoid the delay of my shipment. Lisa tells me there are 2 possibilities. 1 - the item is not in stock. (She checked stock, and there were plenty) 2 - if there was an issue with my credit card and billing information. This could then be the only possible set-back. So I ask lisa how I would be notified if there was an issue with my order. Lisa says they would not call, but would send an email. She then suggested that I call back to make sure that there weren't any issues with the credit card. I asked how long I should give after placing my order wait to call-"a few minutes, " she says. Also, I saw that there was a small note on the website that the overnight shipping doesn't apply for holidays, so I confirmed that valentine's day was not included in their holiday list. (It's not, according to lisa) so, I call back about 5 minutes after placing my order, and speak to kristen. Kristen says that the credit card has been authorized, and th order was being processed, and that she sees that there are plenty in stock of the item I ordered, so there isn't any reason why I should receive my item. She then let me know, that I could call back around 3-4 central time just to be sure there weren't any issues. I call back around 3pm central time, and speak to lisa. (Could be a different lisa, i'm not sure) she tells me that my order has not been shipped, and that because today is the day before valentine's day, I may not receive my order until friday! Really?! I explained to her what I had been through, and demanded to speak to a supervisor. After being on hold for more than 10 min, a supervisor lets me know that sometimes ups will come for their last pickup as late as 7pm tonite due to the large volume of orders. , and that she is no looking for my item. She comes back on about 5 minutes later and tells me that my order is in the box and on the dock, should be out tonite, but because she doesn't work for ups, she cannot say that they will do their part. I will update if I ever get my item on time!