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Fossil.com / terrible customer service

1 United States

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!

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