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1.7 62 Reviews

Fossil Group Complaints Summary

11 Resolved
51 Unresolved
Our verdict: With Fossil Group's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Fossil Group reviews & complaints 62

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11:16 am EST
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Fossil Group Lost my repair watch

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

Claimed loss: RP789839US -SKU:AR1862 should send my replacement watch as choose DZ7429

Confidential Information Hidden: This section contains confidential information visible to verified Fossil Group representatives only. If you are affiliated with Fossil Group, please claim your business to access these details.

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8:44 am EDT
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Fossil Group Lost watch

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.

Desired outcome: Replacement watch

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9:54 am EST
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Fossil Group Fossil smartwatch

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

Desired outcome: i want to exchange my watch fromone that actually works.

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Is Fossil Group legit?

Our verdict: Complaints Board's thorough examination reveals Fossil Group as a legitimate entity with notable strengths. Despite a 17% resolution rate on customer complaints, which invites a closer look, Fossil Group stands out for its commitment to quality and security. Clients considering Fossil Group should delve into its customer service record to gauge compatibility with their expectations.

Fossil Group earns 91% level of Trustworthiness

Perfect Trust Endorsement: Fossil Group achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Fossil Group. The company provides a physical address, 4 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Fossil.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Fossil.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Fossil.com you are considering visiting, which is associated with Fossil Group, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

The domain associated with Fossil Group is registered with a high-end registrar, which can be an indicator of the company's commitment to maintaining a secure and reputable online presence.

Fossil Group website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Fossil.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

Adult content may be available on fossil.com. It is important to be aware of potential risks and to use caution when accessing or engaging with such content.

However ComplaintsBoard has detected that:

  • While Fossil Group has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 17% of 62 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • We conducted a search on social media and found several negative reviews related to Fossil Group. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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11:01 am EST

Fossil Group Order never arrived

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.

Desired outcome: Refund and compensation

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6:17 pm EDT

Fossil Group Gift certificate canceled

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.

Desired outcome: I would like a refund.

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10:49 pm EDT

Fossil Group Faulty zipper

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.

Desired outcome: I would like for the zipper to be fixed.

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6:54 pm EDT

Fossil Group Employ can stop choosing his phone over customers

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?

Desired outcome: Caleb to get off his phone during work!!! OMG

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10:12 am EDT

Fossil Group Michael Kors smart watch

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 😡😡

Desired outcome: Useless

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1:54 pm EDT

Fossil Group FTW4059/ i314451999.

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

Desired outcome: please can I have a refund

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11:26 am EST

Fossil Group Watch

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!

Desired outcome: my watch or a replacement for the value

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8:11 am EDT

Fossil Group Michael kors access sofie bluetooth smartwatch model: dw7m2

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.

Desired outcome: Replacement watch and a refund in balance if there is a balance.

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4:02 pm EDT
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Fossil Group Fossil watch

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

Desired outcome: Watch to be repaired

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3:02 pm EDT
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Fossil Group Watch repair

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

Desired outcome: Give me my watch back refund my money paid

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5:32 am EDT

Fossil Group Rude Janine of Fossil McArthur Glen Richmond

Dear Fossil Board,

Let me start by telling you that I love your products and I've been loyal to the brand since 2009. My first purchased of Fossil watch was a memorable one, it was a reward for myself for working at a young age and on top of that being the breadwinner of the family. I started my online business just this year and I sell Fossil watches because I know it's really a good product base on personal experience and it never disappoints my clients.

But tonight is a different experience.
I am writing to express my disappointment about JANINE working at Fossil Vancouver Designer outlet. I came tonight(August 9 8:30pm) to purchase some watches. I approached JANINE and showed her the photo on my phone if they have it. Instead of accommodating me she gave me an acceptable attitude and she was RUDE. This is the third time she was acting like that towards me. I have spoke to the manager about her and told her that she (JANINE) was being SARCASTIC, UNPROFESSIONAL and UNAPPROACHABLE. I remember the first time she was giving me an attitude with an angry tone of voice like she was trying to push me to the other cashier because she said "SHE WANTED HER SPACE TO BE CLEARED" and all the watches I purchased she was putting away like almost banging it on the counter. There were line up at that time people can hear how she treats me and since I am a believer of "Choosing your battle wisely" I let it slip away. Bu the next day I was able to mention it to Pawan one of the Managers there and she told me she had a talk with her and it won't happen again.

Second encounter was expected since I just had a talked with the manager about her. She was rude and she was unapproachable. And that was unacceptable attitude while dealing with the customers.

Tonight, I had enough of her UNPROFESSIONAL ATTITUDE towards me. Instead of helping me out while I was inquiring about some watches she said on a SARCASTIC WAY "Whatever is in there is what we have" So I showed her the photo in my phone and instead of looking or at least making an effort to check or look in the shelves she gave me an attitude as if I am disturbing her fixing the box she was holding. So I told her, " that's why I'm asking you and showing you this because you know better right" I even told her why is she always mean and rude to me and whats her problem with me. I also said I am still a customer and she doesn't have to treat me that way. But then again instead of apologizing she gave me a frown face. So I said I will make sure to file a complaint against her because of her attitude and yet again she said "GO AHEAD". I wonder if she even went on graining for customer service? Does she even know what work Ethics means?

I was very DISAPPOINTED and UPSET on how employees are acting like this which changes my impression of how good the product is. Aren't your employees trained how to be polite and deliver customer service properly? There are people who are jobless now because of the Pandemic who deserves her position even more.

Just because I didn't confront her attack during the first and second time doesn't mean I won't speak up. I demand for disciplinary action about this and I demand an email on how the management is going to fix this instances.
If she cannot change her ways on how to deal with the customer better find another job.

I work only for 2 company in 15yrs. First was at Sofitel Philippine Plaza a Luxury and five star hotel. Second is at JW Marriott Hotel another luxury hotel. I was trained with a Vision of "Taking care of your employees and they'll take good care of your customers". Maybe it's time for the management to have their employees undergo a customer service training.

Desired outcome: Disciplinary action or termination

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1:01 pm EDT

Fossil Group Wallet

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.

Desired outcome: Replacement product

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10:38 pm EST

Fossil Group Fossil watch quality and service facilities and customer care staff behaviour

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.

Desired outcome: Very bed Service by Fossil quality very bed

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4:44 am EST

Fossil Group Repair

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

Desired outcome: I'd like my watch repaired and returned

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4:43 pm EDT

Fossil Group Watch repair

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.

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9:49 am EDT
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Fossil Group The Stones on the face of the watch and the band is falling off

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,

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7:52 pm EST

Fossil Group Smart Watch and Customer Representatives

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

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Contact Fossil Group customer service

Phone numbers

+1 (800) 449-3056 +1 (972) 234-2525 More phone numbers

Website

www.fossilgroup.com

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