Complaints

This profile includes complaints for Fossil Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Fossil Group, Inc. has 8 locations, listed below.

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  Fossil Group, Inc.

  901 S Central Expy Richardson, TX 75080-7302

  
• 

  FOSSIL

  5512 New Fashion Way STE 918 Charlotte, NC 28278

• 

  Fossil

  38 W 34th St New York, NY 10001

• 

  Fossil Outlet Store

  15567 State Road 535 STE 12 Orlando, FL 32821

• 

  Fossil

  530 5th Ave New York, NY 10036

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023, I submitted my sons Fossil watch for repair through their official process. The watch had sentimental value, and he requested the repair as a Christmas gift. Fossil charged my card on December 13th. Despite multiple attempts to get updates, I was met with vague timelines and unfulfilled promises.After weeks of delay, I finally reached a supervisor who expedited the repair. The watch arrived brokenthe minute hand fell off as soon as my son tried to set the time. I contacted Fossil again, and a representative named ****** promised to follow up. He never did.The watch was sent back for a second repair. After more waiting, it was returned still brokenthe minute hand now cannot make a full rotation because it hits a s**** at the 54-minute ***** I filed a dispute with my credit card and was eventually refunded.After all this, Fossils response was to offer me a 30% off coupon for future purchases. No acknowledgment of their repeated failures, no accountability, and no sincere attempt to make things right.This has been an exhausting, months-long ordeal marked by poor communication, failed repairs, and a total lack of customer **********************. ********************'s handling of this issue has been unacceptable and unprofessional.I'm am still out the original shipping coat of sending the watch in the first time. My son should get a new watch.I am filing this complaint to ensure others are aware of what to expect from Fossils repair service and to urge the company to improve its practices.

  Business Response

  Date: 04/25/2025

  The customer has been helped. 

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a gift where I bought a watch. The item was not delivered I contacted the shipping company which is ***** they said since fossil chose ground economy that the shipper is supposed to file a claim, Fossil wont help me supposedly because the address is identified as a freight forwarder company, the item was not delivered I need help with a resolution I should have a right to receive my package or at least get help with fossil filing a claim to *****

  Business Response

  Date: 03/12/2025

  We have contacted the customer. 

  Customer Answer

  Date: 03/12/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I purchased a fossil watch for my husband as a Christmas gift. I purchased it on December 19th,2024. I received the watch on December 24th,2024. We had to order extra links for the watch. I received the extra links on February 5th. We had the links added on February 8th at the fossil store in **************************. so that is the day my husband could actually start wearing the watch as it fit him appropriately. The watch band broke on February 10th, I contacted fossil on February 12th asking to repair the watch as it is not even two months old and has only been worn for 4 days. The agent said I would need to pay for the repair which would be ***** if not more. I find this unacceptable especially since it has only been used for 2 days. The quality of the watch is obviously not up to par. I paid 125 dollars for the watch. I can't believe fossil will not stand by its products. It is leaving a bad taste in my mouth as they would not even consider helping me. I don't want to even have my husband keep the watch as they don't stand by the quality of their product. This was supposed to be a sentimental keepsake for my husband. Now it is junk.

  Business Response

  Date: 02/13/2025

  We have contacted the customer and are awaiting a response

  Customer Answer

  Date: 02/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/15/2024, I placed an order for a watch for *****. I noticed immediately that the shipping address was incorrect and called the customer ********************** line to update the address. The woman on the other end told me the address would be updated and requested that I respond to her email asking for the correct address (which I immediately did). The order was still sent to the wrong address, and when I reached out to the company asking how to proceed, the representative said he would submit a refund request and I would receive an answer in 1-2 days. I never received an answer, and in the meantime, the product was delivered to the wrong address. When I reached out to the company again, I was told the refund request could not be found and told me that I would need to wait to see if the carrier delivered the package (even though it had already been delivered to the wrong address) It seemed like he was just trying to get me off the chat and wasnt really interested in helping **** reached out several times via email and never received an answer. I would like an answer.

  Business Response

  Date: 01/03/2025

  We have reached out to the customer.

  Customer Answer

  Date: 01/03/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/19/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a watch online using Apple Pay on December 15th. During the transaction I noticed there was a tax discrepancy, but wasnt worried about it. The next day, on December 16th, I contacted ************************ support to address the tax discrepancy issue and found out the shipping address had been altered due to a known (and previously reported) bug in their business logic at checkout when using Apple Pay. I was able to duplicate the bug. Their online support refused to offer any help, stating that we needed to wait until we had a tracking number, despite the package having not yet shipped.The next day, December 17th, I reached out with a tracking number. Fossil support stated they they were unable to do anything until it was delivered. This is false. I contacted ***** who told me that Fossil had authorized an address change. I, as the recipient, could not change anything about the shipping. They informed me that only the shipper (Fossil) could request a change on the package.I contacted Fossil again on the 19th and they claim now that they have no idea where it is being delivered. I cannot get any remedy for this situation.

  Business Response

  Date: 12/23/2024

  We have contacted the customer and are awaiting a response.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this purse online from fossil when I got the purse, I called them and told them that the person didnt have enough compartments but before I ordered anything from the store, I went on to see they return policies.. Im going To attach the return policy that they have online, I am a senior citizen. Im over 70 years old , On 2 December, I talked to one of the customer ********************** people, and I told him that I see that you have a store A store at ***** and I said its down the hill from me. Is it OK for me to take it there? He says yes, then I said are you sure are you sure he says yes then he told me to put it in a box take the labels that I have inside the box and go on the Internet and print. I guess the receipt I went down to ***** I walked 1.9 miles to ***** when I get there **** said that they dont take this package. I called them from ****************** said the only way you can return to our store. You have to buy from my store but they policy dont say that as you will see when I send you the attachment then they refuse at first to give me a label then I asked them to send someone to pick up this item because I had to walk 1.9 miles back home and its hills, and Im over ******************************* to carry boxes down the hill 1.9 miles and carry back up 1.9 miles for them lying to me, then they dont give you supervisors when you ask for supervisors I cannot be used like this and now they need to come and get their merchandise. My phone number is *********** if you have any questions. You dont have my resolution my resolution is for them to come and pick up their package and give me my money back. Thats the resolution I wont. Im gonna click delivery because thats the only thing you have there, but I wont them to pick up their package I am not going to leave my home again like I said I walked 1.9 miles per diem.

  Customer Answer

  Date: 12/04/2024

  Also before I want down to **** I ask the customer ********************** over and over is that where I can take the package back for return and he said yes, And customer ********************** was the one who told me to take the box with me and the paper that was inside the box and told me what e-mail to take to ******* also when you look at there policy under

   Want to return your online order to a Fossil store. you will see where you click to find the store it look like this  Click here and filter to Fossil Retail Store or Fossil Outlet Store that where I click and **** came up when you use your phone it ask you to put your zip, but this one it know the city I live in **** and it show me. and that why I keep on asking is this where I was support to go here the recording. And last night the customer ********************** told m that was going to sent me a return label and they did not . All I want is for them to sent someone here to get there package and credit my account . this is not right to do someone as old as me what they did and for me to walk that far and back 

  Business Response

  Date: 12/09/2024

  We have contacted the customer and resolved the complaint.

• Initial Complaint

  Date:11/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this watch (model # MWW27E000022) for my daughter. It happened to be on sale at one of the major retailers. After just a few months the hand fell off one of the dials, an obviouse defect, of which ******* watches admitted. However, there response to fixing the item was that they werent able to repair it. Due to the fact they couldnt repair it they offered me one of 2 options. 1) A voucher to micheles website for the purchase value ($141.40)or 2) they would send me the watch back and thats all I spoke with them on the phone and by email. My main complaint was that if they cant fix it, replace it even if its somehthing similiar. If not at least give my money back. The voucher to the website was not helpful because on there website they dont offer any wacthes for less then $495. The only way to use the voucher would be to add more of $345 of my own money. The costumer service **** understood but every time it got escalated the response was negative.

  Business Response

  Date: 12/04/2024

  We have contacted the customer and are awaiting a response.

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******** Watch from ********** Store (AUTHORIZED DEALER) several years ago. The watch needed some repairs to be done on it so I contacted ******** WATCH REPAIRS WHICH IS NOW OWNED BY FOSSIL WATCHES HEAD QUATERED IN *********. I PAID $47.17 FOR THE REPAIRS. ON 10/25/24 I WAS CONTACTD VIA EMAIL THAT MY WATCH WAS READY TO SHIP. ON 11/5/24 I RECEIVED AN EMAIL FROM ******** SUPPORT THAT MY WATCH HAD BEEN MISPLACED/LOST WITH A PROMISE TO ASSIST WITH FINDING THE SAME OR SIMILAR WATCH. ON 11/6/24 I WAS SENT A LINK TO A WEBSITE TO LOOK FOR THE SAME/ SIMILAR WATCH FOR REPLACEMENT. I GIVEN 3 CHOICES IN ORDER OF PREFERENCE. I REPLIED AS INSTRUCTED WITH MY CHOICES IN ORDER OF PREFERENCE. ******** HAS REFUSED TO REPLACE MY WATCH AS PROMISED INSTEAD ******** IS DEMANDING THAT I PAY FOR A REPLACEMENT WATCH. NOT ONLY HAVE I BEEN INCONVENIENCED ONCE BY ******** FOR LOSING MY WATCH I AM BEEN INCONVENIENCED ALL OVER AGAIN FOR A REPLACEMENT. I EXPECT A REPLACEMENT OR CASH REFUND AND APOLOGY FOR THE WAY I HAVE BEEN TREATED BY ********. FAILURE TO REFUND MY CASH VALUE/ REPLACE MY WATCH WILL BE CONSIDERED FRAUD AND SCAM BY FOSSIL.

  Business Response

  Date: 11/19/2024

  We have contacted the customer and will provide them with a replacement. Thank you!

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I order ******** watch september of this year and receive that in mid September on October month it was not functioning properly which I took to certified watch repair person in my area and they told me you need to send it for repair to the manufacturer because it's manufactured defect watch. Does not work upon contacting ********, watch or d fossil group. They told me it gonna take one or six weeks until they can repair and send it back in which regard I ask for speaking to the manager and from that moment. I contacted dem more than 10 times asking for the manager, which manager never called me back and they never solve my problem.I'm still waiting for my watch to speak with somebody from the management, because I ask them. Multiple times I will need more help in in this case because it's present for my fiance and I want that present to be on her hand instead of the repair shop because I spent over $3000 on a brand new watch and in a one month period it's already. Unfunctional Which is ridiculous and very frustrating? I would like to Better Business Bureau. Filer complain on my behalf and ask fossil group at least partial refund off my 3000 and up price tab plus repair of the watch as soon as possible. Because quality of their item and their customer ********************** Not worth good that amount

  Business Response

  Date: 11/29/2024

  Reached out to customer to find solution 

  Customer Answer

  Date: 11/29/2024

     Unfortunately, because of merchandise, I bought from you was a gift to my loved one I cannot return it. That's why I will be interested in different solution. Because it was a very frustrating dealing with you and your company

  Business Response

  Date: 12/04/2024

  We have contacted the customer to find a solution and are awaiting their response.

  Business Response

  Date: 12/05/2024

  We have contacted the customer to find a solution and are awaiting their response.

• Initial Complaint

  Date:10/14/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. So I placed an order Tues Oct 8 and wasn't able to use a $25 first time customer coupon. I decided to use the ******************** website chat feature and that was not helpful. As such, I asked to be transferred to a supervisor. A few days later I received an email stating that the $25 would be applied once the item ships. Not a great process for handling customer concerns but otherwise it was a positive result. Once I received the item I absolutely fell in love. The watch is beautiful! As such, I placed a 2nd order for the same watch in a different color. On Mon Oct 14, I placed an order and wasn't able to use a 10% coupon that I clipped directly from the Fossil website. I waited nearly 20 min to speak with someone on chat, and was told that there wasn't anything that can be done on this new order. What does that even mean? Why can't Fossil assist further? If I said that to my customers / patients I would be out of business and probably fined. Besides the arduous process of getting someone at Fossil to help, my other reason for making this formal complaint was to alert a decision maker at Fossil that the tax calculation is 100% inaccurate. I live in ***********, *** and since the item I received was shipped from **, the destination tax rate should be applied...which is 5.6%. Not only is the tax calculation incorrect, it's MORE THAN DOUBLE (@ 13%)!!! In closing, the tax calculation is completely inaccurate and in my estimate, given the fact I had to go to these lengths, I am owed an additional {$9.49 - ($73 x 5.6%)} + {$11.44 - ($88 x 5.6%) = $5.40 + $6.51 = $11.91. Added to which, I hope this amount can be added to the 10% coupon that should have been applied for a total of $11.91 + ($88 x 10%) = $19.91. At the end of the day, the product Fossil creates is beautiful, however, the customer care they provide in dealing with issues like the ones I detailed above are substandard and require further oversight.

  Business Response

  Date: 10/16/2024

  We have reached out to the customer. 

  Customer Answer

  Date: 10/16/2024

  I am rejecting this response because: Hello Fossil. 
  Thank you for your response. Sadly, I cannot confirm the "settled" tax rate for my 2nd order due to the fact that it hasn't posted yet. Furthermore, I'd like to add that the tax rate reflected on the invoice should mirror local and state taxes and the fact that it does not promotes a poor user shopping experience and opens ******************** up to third party complaints such as this. In closing, the mere fact that Fossil is arguing with a customer over an $8 coupon is ABSURD! From a technical website perspective, if the coupon was displayed and successfully clipped, it should have been added to the cart. The term for this is BAIT & SWITCH and is frowned upon by every single third party regulatory agency. 
  
  I will be leaving 1 star reviews for this interaction with Fossil and their inability to stand behind their website offers. In the future, I will be sure to steer clear of Fossil products since their customer ********************** is clearly lacking integrity. 
  

  Business Response

  Date: 10/16/2024

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

  Business Response

  Date: 10/17/2024

  We have contacted the customer and resolved the complaint.