ComplaintsforFossil Group, Inc.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my watch on 4/1/2024, while at the FOSSIL STORE they signed up my warranty to make sure everything is covered. The second time wearing it and the hand stopped. I went to submit my warranty on the watch I've had for 3 weeks and had to pay $20 to ship my brand new watch to your location to get under warranty. I got an estimate that it would cost $33 to fix my watch under warranty! I called customer ********************** and they stated I needed to provide receipt for the item I registered for your company. First I registered the watch for warranty, I bought it directly from Fossil; yet you need proof that I purchased it? I called customer ********************** with zero help. Called my local store and they couldn't help, finally got in touch the original store and they emailed my receipt. Now I'm trying to work with your company to take my receipt and fix my watch. This is too much effort on a brand new watch.

  Business response

  04/29/2024

  We have contacted the customer.

  Customer response

  04/29/2024

  I am rejecting this response because:   Refund me for my watch and shipping that i had to pay for a watch less than a month old to be fixed.

  Business response

  05/07/2024

  We have resolved the issue. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my Fossil watch to the company for repairs. They received it on 3-10-2024 and gave me an estimate of $42.22 to repair. I paid them with my credit card on 3-22-2024. They haven't worked on it yet and keep sending me emails telling me to approve the repair costs. Nobody in the company has reached out to give me a status on my repair. Now they have my money and my watch worth about $300.I want my watch repaired and returned.

  Business response

  05/14/2024

  We have contacted the customer and are awaiting a response.

  Customer response

  05/14/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a leather wallet from this company in February of this year. In April I noticed it starting peeling around the edges. I looked into it and saw that it was still under warranty so I gave them A call about it and the guy stated that I would have to return it for them to see if it's repairable or if a replacement will be needed, which I thought was kind of odd since it really isn't an expensive wallet and I didn't think they even repaired them so I thought pictures would do to show what's going on with it and that it was defective. Then he said it could take weeks to months from the time I ship it back to them to the time I receive anything back, which is insane. Most other companys would just ship a new wallet out and it be there within a week, especially with a pretty much brand new product that is obviously defective. So I emailed them and tried to see if there was a quicker way to do it since I didn't want to have to buy a new wallet which I would have to do if I do what they are wanting me to since I cant be without a wallet for that long, and I got pretty much the same response from them. The only difference is that they told me that their leather wallets can't be repaired, only replaced. Now this confuses me, if there's no possibility of it being repaired why does it need to be sent back?? I've dealt with fossil before and had multiple products of theirs and never had issues.

  Business response

  04/25/2024

  We have contacted the customer and are awaiting a response

  Customer response

  05/09/2024

  I have receieved multiple different emails from different people with fossil, pretty much everyone says something different. One says they will promptly send a replacement and I just need to pick one, which I did then they said it was out to stock. Then another says I can mail it back and they can refund me, which defeats the whole purpose of this. I've been told by two or three of them that every replacement I pick is out of stock or low stock. Which I believe is just straight up lies. I have checked there website multiple times and not a single one of the options I gave them are low stock or out. I would think they would replace it with the same one but nope, they said its not out of stock, which it isn't! It seems to me like they are not honoring their warranty. It's like if you have a car that's a lemon and they have to replace it and they want to give you a car that no one wants to replace it even though you see the same exact car you have right in front of you. But they are holding it for a paying customer. It's wrong and it's not a good look on a business. I just want a new Wallet that's isn't junk.

  Business response

  05/09/2024

  We have reached out to the customer to provide further solutions to the complaint at hand.

  Customer response

  05/09/2024

  I am rejecting this response because:   

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent in a fine watch (******* watch model# CSX33 with diamonds) for a battery replacement on 6/14/2022 to Fossil Group Services (Repair Order Number PO# RP692618US). Shortly after, I received an email stating that the watch repair was complete and they were waiting for *** carrier to pick up the watch. However after this email, I never heard back from ** and the watch never made it back to me. I initially thought it was strange that it was taking so long, however, the ** website still showed the tracking status as it was waiting for it to be picked up by ***... and it still shows as the same status even in 2024. When I reached out to Fossil Group Services, they said it has been more than three months since the repair was complete, they cannot do anything about it. When I asked if it actually was picked up by *** and whether I should check with ***, they could not answer. No one from Fossil was able to help find the watch or provide an explanation on the lost watch. Was it lost on the repair property? Was it lost while it was making its way back through ***? I understand that I should have followed up sooner. Since this is a fine watch, I rarely wear it and trusted that a reputable company like Fossil would surely send it back once the repair was completed. After months of going back and forth with 5 different agents, ** came back and offered $375 store credit. The watch is worth at least $2500, and it has an important sentimental value as it was given by my husband as the first present ever. I cannot believe the company's lack of care for customers and not owning up to their responsibility, which is to service the watch and return it back to the customer. I would like the watch to be replaced or compensated for the fair amount for the watch.

  Business response

  04/18/2024

  We have contacted the customer and resolved the complaint to satisfaction.

  Customer response

  04/18/2024

  I have reviewed the business response and accept this resolution. Fossil reached out and sent me a brand new watch. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a relic watch from ********************* department store in *********, *******, 183rd of December 2022. Watch is under warranty. Relic is trying to charge me a fee to fix the watch. There should be no charge watch is still under warranty. The watch band also has lost some of its luster. The watch just gave out. I've spent at least $36 on batteries. Trying to remedy the situation. I had no alternative but to contact relic. I had to contact relic twice to get a promise email which I never had received. And when I went to fill out the email it was difficulties.

  Business response

  02/22/2024

  We have reached out to the customer to provide further solutions to the complaint at hand.

  Customer response

  02/23/2024

  I am rejecting this response because:  Because all of the information has been provided. Fossil/relic seems to be playing musical chairs. I just want the watch replaced to repaired as Stated by ********************* representative.

  Business response

  02/26/2024

  We have contacted the customer and resolved the complaint to satisfaction.

  Customer response

  02/26/2024

  We haven't resolved anything. I'm still have to broken watch I don't have any information about them fixing it under warranty. ********* is Hill under warranty. They're trying to charge me 31 dollars, which is half the price of a watch if the Watt is under warranty. It should do you reporable under warranty. I was referred by ********************* themselves. That's how I got there information. So **** saying it solved is not solved.  I'm still sitting here looking at the watch broken

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please reference file uploaded and also desired resolution section below. Feel free to contact me for further details @ ********** Around $100 shipping costs over multiple attempts to send for repair (first inquiry sent December 2022)

  Business response

  01/16/2024

  The customer has been contacted and is being helped. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I sent my watch for repair on October 12, 2023 and it was assigned repair order #RP789553US. I have received no other response except that they received the watch. I have called them numerous times for an update and they tell me that they will respond within 48 hours, but I never hear anything. I requested that they return my watch unrepaired over two weeks ago and still no response.

  Customer response

  01/25/2024

  I received my watch back from Fossil today. It was repaired under warranty.

  Thanks for your help in getting my issue resolved in a satisfactory manner.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a gold watch, uploaded photo below, as a Christmas gift and noticed that I received the incorrect product as they sent me a silver one. I asked for a replacement ASAP as this is a Christmas gift and in additional, I would happily send the wrong product back. They refused to expedite me a new one without receiving the incorrect one first.. which to me is unacceptable as THEY are the ones that made the mistake, it wasn't me who ordered the wrong product. I returned the product over a week ago and they STILL won't send me a new one and STILL have kept my money. This has been ongoing for 10 days now and I find it extremely unacceptable and I am upset as I just wanted to give this as a gift and now it's way passed Christmas.Thank you,*******

  Business response

  01/22/2024

  Customer has been reached out and offered a solution.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a purse from Fossil on 02/23/23. On 09/10/23, a part broke off the purse. I called Fossil that day & the purse was no longer available, I was told there was a 1 warranty on a defective purse, was told to return the purse via ******** would receive a refund of $172.25 + tax. I was sent a shipping label from Fossil,tracking# ************. I sent the purse back to Fossil in September. I never recieved my refund. I have called Fossil several times & get a different answer with each person I talk to. I have email Fossil 10 times & get a different answer with each response from Fossil. *** asked repeatedly for my case# ******** to be escalated to Management. I am told my case has been escalated a few times but no resolution. I asked to talk to someone in Management today, 01/03/24 & was told they arent in. I was also told today that they needed a picture of the defective purse. I told her no one EVER asked for a picture, I was told to return the purse, Fossil has the purse. Then she told me its only warranted for 90 days. I told her I was told a defective purse has a 1 year warranty & was given a shipping label from Fossil to return the purse. Fossil has had the defective purse since last ************* have not received my refund. Next month (February ****) it will be 1 year since I purchased this purse. Fossil has the purse I returned to them & will not refund my money. I hope you can help me resolve this case so I can get the money back for the defective purse I returned to them in September 2023. I have run out of patience with them. Buyers beware of this company! Fossil has very poor Customer ********************** & with every call to them, you get a different person & a different ************** is no one in Management to talk to. I have been trying to get a refund fir almost 1 year with no resolution.

  Business response

  01/22/2024

  Customer has been reached out and has been give a solution.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fossil, was being very disrespectful to a paying customer and avoiding return shipping charges per their policy. After forwarding some documentation, they apologized. They have since, written me 3, extremely disrespectful emails, and ignored me. While they haven't refused to refund the charges, they have previously stated explicitly that was their policy, and have ignored all my attempts at communication for weeks now.It's almost as if they have a vested interest in making me angry.

  Business response

  01/08/2024

  Customer has been reached out and refunded for his requests.

  Customer response

  01/08/2024

  I am rejecting this response because:   I have not been refunded in full, and while a appreciate the apology for the fact my purchases did not arrive, I have not received an explanation or apology for the treatment I have experienced, the delay in receiving the refunds, why it took a threat of dispute to receive them, or an explanation why new orders aren't accepted as they have previously stated, and I quote

  "It is clear that the issue was not due to any fault of your own, and we want to ensure that you are reimbursed accordingly."

   

   

  Customer response

  01/08/2024

  Just curious if this information is pertinent to the discussion.

  Business response

  01/16/2024

  We have responded and began the refunded process to the customer on January 10th, 2024.   

  Customer response

  01/18/2024

  I am rejecting this response because:   I very much appreciate the very polite and civil responses to my complaints.  I however, have not received further refunds they acknowledged I am due, and upon checking other financial institutions, have found more charges I have not been refunded for.  And for some unstated reason, even though I have asked several times, I am still unable to make purchases on their web site.

  Customer response

  01/22/2024

  They appear to still be playing games.

  Customer response

  02/11/2024

  They have refused to respond to any communication for over a month.  I still have outstanding refunds they have not issued, and I still am unable to purchase any merchandise on their site to any address.

  Coincidentally, they refunded the purchase price but not the shipping to a credit card ending in 4548 the day I caught ***** coordinating with **** and Nordstrom's to both restrict my purchases to that card and avoid refunding it.  Before they stopped accepting my orders, I was not allowed to add additional cards to my account on their website either.

  Business response

  02/21/2024

  We have contacted the customer and resolved the complaint to satisfaction.

  Customer response

  02/21/2024

  I am rejecting this response because:   The appear to be interested in doing circles over a $30 shipping charge, $10.42 off of my debit card, and ~$120 off another card, all while avoiding the question of why I can no longer order on their website.  While they have issued the vast majority of refunds, they appear to just be doing their best to waste time at this point.

  Customer response

  02/24/2024

  Fossil appears to have finally grown tired of their own games and issued the remaining refunds, but have yet to even address my inability to order from their website.  It has been a wild ride

  Customer response

  04/13/2024

  While I am confused as to why this complaint is still open with a message stating fossil resolved the issue while the BBB claims they have been reviewing it for the last 4 months.  It does affords me the opportunity to reiterate my question to Fossil with additional context.  Why do they refuse to process any of my orders?  I look forward to asking again in two months when everyone assumes I have forgotten and moved on.

  Customer response

  04/13/2024

  I did write a message to their support team a couple of weeks ago where I had another inquiry.  I wouldn't know if they received it as they replied with a canned message directing me to the FAQ.  And another which got no reply at all.  But I figured it might be useful to the BBB review team.  ********* flip the bill for everyone, or do you guys have accounts or something?

  Customer response

  04/13/2024

  I did write a message to their support team a couple of weeks ago where I had another inquiry.  I wouldn't know if they received it as they replied with a canned message directing me to the FAQ.  And another which got no reply at all.  But I figured it might be useful to the BBB review team.  ********* flip the bill for everyone, or do you guys have accounts or something?

  Customer response

  04/13/2024

  The most pertinent to my last question.

  Customer response

  04/13/2024

  And my favorite so far.  ******** takes the cake.  That response only exists because I caught the BBB removing it from the history so they could provoke a fight.  They haven't decided what to do with a similar question about different shipments.  I am dyeing to see if they are actually willing to do it again knowing they can't just remove it from the history.  So did ***** pay for everyone, or everyone just like, has an account?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩