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Complaint Details
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Initial Complaint
08/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new Hybrid Smart watch from Fossil on August 12, 2023. I had the watch and loved it until November of 2023 when the watch began having issues with not charging. As the watch was only 3 months old and this issue was covered under warranty I decided the best option was to send it in to the Fossil Repair center to be fixed. I sent the watch in following all of the instructions given and received a notification that the repair was in progress. After a month of no contact from Fossil I called to inquire about the repair status, customer support stated that the watch was un-repairable and a replacement was going to be shipped. After confirming my new shipping address the call was ended. The hybrid watch was then out of stock and months later I called back again. Customer support again stated that a replacement watch would be sent, but as there weren't any hybrid smart watches available I requested if my original watch could be returned to me, they said it had most likely been sent to be recycled and was no longer available. The best they could offer me was a watch of equal or lesser value from the online site, or a one time offer of a gift cart to Fossil equal to the watches value. I do not want to do any more business with this company, I do not want a "store credit" gift card for a company that no longer sells the product I want and a product that was not even 6 months old before it started having issues. I just want my money back so I can take my business elsewhere.Business response
08/27/2024
We have contacted the customer and are awaiting a response.Business response
09/04/2024
We have contacted the customer and resolved the complaint to satisfaction.Initial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I wanted a hybrid smartwatch and after researching, decided that the ****** Hybrid Gen 6 by Fossil was the one I liked the best.I purchased and it was delivered 10/7/23.Six months later, the app to track my sleep and fitness stats stopped working (Fossil case #********) , and then the smartwatch stopped taking a charge (Fossil case #********).I contacted Fossil, returned the watch for repair and was told that even though the watch was still under warranty, it could not be repaired, Fossil no longer offers a smartwatch, and I was refused a refund (Fossil case #********).I would like a refund so that I can use that money for the smartwatch I recently purchased: Garmin hybrid smartwatch Vivomove Sport, order #************.Business response
07/26/2024
We have contacted the customer and are awaiting a response.Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Two weeks ago, I took six watches to my local Fossil store for what I thought would be a simple battery replacement. Initially, everything seemed fine as the watches were functioning when I left the store. However, just hours later, they all stopped working. I returned to the store suspecting a bad batch of batteries. The store replaced the batteries again, but the watches ceased functioning after a few hours.I reached out to the store once more, only to be informed that I would need to pay for shipping and repairs since the watches were out of warranty. This was surprising because I was under the impression that these watches had a lifetime warranty, as stated at the time of purchase. However, the store clerk explained that the warranty policy had changed to only two years from the date of purchase.Now, I find myself with $800 to $1000 worth of watches that no longer work, despite never having submerged them in water and only using them as regular, interchangeable accessories.Business response
08/06/2024
Reached out to customer.Initial Complaint
07/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Fossil Limited ************** Santa Clause-2 wristwatch required the following repairs: Crystal *********** due to cracking, Watch band ***********. Order placed for listed repairs. Order specified watch details. An invoice to ship was generated by Fossil. To avoid unnecessary cost I confirmed availability of parts being on site with fossil rep. ********** limited edition item. All codes printed on the watch with crystal ***** provided during call. Followed all instructions provided in the repair order. Purchased special box, packaging and had *** package the box to ensure safety. Shipped, insured and signature requested cost $50. Fossil received 7/10/'24. No repair update after confirmation of receipt. Email from *** 7/17/'24 of package on way. No communication by Fossil to me regarding any repairs. No confirmation of package being properly insured for todays *********** value. No confirmation that I would even be home to receive package. I reached out and was Advised 7/18/'24 by: Customer ********************** online that watch was limited edition and therefore unable to repair. Customer ********************** phone stated same. Fossil was advised of this BEFORE item was shipped. Refused to provide supervisor. Called ************ Phone number does not work. Two solutions: 1. Need item repaired as confirmed it could be done 2. Fossil needs to obtain the same style collectors watch for me. It is available at: craftsnclocks.com The Santa Clause 2 Watch Set Fossil Limited Edition.Business response
08/06/2024
We have reached out to customer.Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I mailed my Fossil watch I bought approximately $200 over 5years ago with SKU CH3030 for crown repair on February 26, 2024. The Repair Request # is RP808696US, I paid $41.06 for the repair. Till date I have not received my watch. I called the customer *********************** more than 15 times, but they could do nothing about it. They told me my watch was lost in transit. I agreed for replacement with the same type of watch I saw on their website with SKU: FS6047. They are unwilling to replace my watch with the same watch i sent for repair. They under value my as $155. If they cannot replace my watch with same watch, I sent for repair they should find my original watch and send it back to me. My watch and the money i paid for repair is gone and they are unwilling to assist me about these issues till date.Business response
07/23/2024
Have reached out to customer.Customer response
07/31/2024
I have reviewed the business response and accept this resolution. The replacement watch was mailed to me and I received it todayInitial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a watch for almost $300 and it broke within a month. I submitted it for repair. They could not repair it so they gave me a credit to use with a gift card number. I went to the website to try to use the gift card, but it says there are no stores near me to ship any of the items on the website. So right now I have a gift card to use but nowhere to shop. I would like a full refund for the $295. I am owed back to my credit card or in the form of a check to be cashed.Business response
07/19/2024
We have contacted the customer.Customer response
07/19/2024
I have reviewed the business response and accept this resolution.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have a Jolie Leather Hobo Bag and the stitching on the inside is done incorrectly. I have seen multiple other people complain about this stitching issue on the Fossil website on the reviews for this bag. I have emailed customer support multiple times with no response. I chatted with customer ********************** on the website and the agent said there was no issue with the bag based upon what she knew. She then immediately disconnected the chat session. I asked for a prepaid label to send back the item for warranty. At this point they are just wasting my time and should send a replacement bagBusiness response
07/10/2024
We have contacted the customer and are awaiting a response.Customer response
07/11/2024
I am rejecting this response because: I have emailed the business multipe times over the past couple days with no response from them. I'm waiting for there response to my emails.Business response
07/15/2024
We have contacted the customer.Customer response
07/15/2024
I am rejecting this response because: I'm do not have a response yet.Initial Complaint
06/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a FOSSIL bag online order #FSUS06685724 an brought it to SAWGRASS ***** location to get it embossed. Tey embossed it in a bad location and the letters are half visible. I was disappointed with the representative who barely gave me assistance with the issue.Business response
06/13/2024
We have contacted the customer and are awaiting a response.Customer response
06/17/2024
I am rejecting this response because:Business response
06/21/2024
We have reached out to the customer to provide further solutions to the complaint at handCustomer response
07/01/2024
I am rejecting this response because: I did not receive an a sufficient solution
Thanks ,
******
Business response
08/07/2024
We have reached out to the customer to provide further solutions to the complaint at hand.Initial Complaint
05/31/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I submitted 2 Diesel Brand smart watches to be repaired by this company. The first watch would charge to 100% and died after 10 mins. The second one, which was still under warranty, the watch face disconnected from the back casing. This was an obvious manufacturing defect. I received repair quotes of ***** for one watch and ***** for the other. I paid for shipping and sent both watches to the repair address provided. Upon arrival of my watches, one was misplaced for close to two weeks. I emailed the company several times to locate the watch and I continuously received automated messages in response. I finally was reached by a representative named ********* who, after 2 weeks of correspondence finally found my second watch which was put under an entirely different repair number than what was provided to me. I was then provided with w exorbitant new quotes for my watches. One was close to 2***** and the other quote was close to 1*****. I feel like the first quotes were a ploy to get the consumer to send the watches to the company and the second set of quotes is the company's attempt to force you to pay since they already have your property. I would like my watches fixed, my warranty to be honored and I would like a billing adjustment to be quoted closer to the prices initially presented.Business response
06/04/2024
We have contacted this customer informing them we are investigating the matter.Customer response
06/04/2024
I am rejecting this response because: the matter is not yet resolved. I have not received a suitable resolution to this matter. Stating that the company "is looking into this matter" does not resolve my concerns. When I have received a response from the company pertaining to a resolution and a suitable agreement has been reached, I will then close out the complaint.Business response
06/07/2024
We have contacted the customer and are awaiting a response.Customer response
06/07/2024
I am rejecting this response because: once again the company has yet to resolve the matter A representative reached out to me to elaborate on their quote and evaluation protocol which I feel is very misleading. The company also requested proof of purchase which I sent via email at least twice prior to this correspondence to the BBB. I have sent the proof of purchase AGAIN but still no steps towards resolution or compromise have been discussed.
Customer response
07/01/2024
After agreeing via email correspondence, to fix both watches free of charge due to the inconveniences and waiting for over 2 months for a resolution, the company sends me back both watches still broken. This is an egregious miscarriage of professionalism. Nothing was resolved. This company absolutely horrible.. Unfortunately, your platform will not allow me to upload the email screenshots of the conversation, is there another way to send them through?Business response
07/15/2024
Reached out to customer.Customer response
07/15/2024
I am rejecting this response because: the company stated that they would repair my watches free of charge. However they sent the watches back in the same condition that I sent them. Another representative stated that unfortunately they no longer fix the watches that I have. They offered gift cards for watch station.com. However, this business does not have comparable watches for sale in their inventory. My watches were expensive smart watches not a run of the mill time piece. Both watch station and Fossil Group no longer have comparable smart watches for sale. I requested an open ended gift card so that I could replace the watches or find another place to fix them but they stated that I could only order from these two companies if they give me the gift cards; both of which do not offer comparable smart watch replacements. The offer it moot because it does not resolve the issue.Initial Complaint
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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.
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Customer Complaints Summary
102 total complaints in the last 3 years.
43 complaints closed in the last 12 months.