ComplaintsforFossil Group, Inc.

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent the following email below to Fossil group through their customer service page and keep getting automated responses. No one has personally responded to or acknowledged my issue. Order Number: Bloomingdale's purchase, receipt dated 4/11/2021 Description: I was given the Sporty Two-Tone Sail Watch as a graduation present in May last year. A few months later, December 2021, as I was wearing the watch, the strap came off my hands and the watch fell off my wrist. It appeared as if the clasp had unfastened and so I fastened it back. Yesterday as I was out shopping, it happened again and this time I studied the clasp and it appears that the clasp has come apart inside the strap (picture attached), causing it to unclasp and fall off my wrist at random times. The Michele watch is one of the nicest watches I've ever owned and I've received many compliments on it. However, I'm extremely disappointed in what appears to be a serious defect in the watch strap, compromising the watch face itself. I only wear the watch out on special occasions and have been careful with the settings I wear it out in, despite it being a "sports" watch. Your warranty does not appear to cover straps, but I am asking for an exception considering that I have only had the watch for a few months and worn it only on a few occasions.

  Business response

  04/04/2022

  Business Response /* (1000, 5, 2022/03/09) */ "We have contacted the customer and are awaiting a response.

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dealing with Fossil has been an absolute miserable experience and process. I never had any issues in the past, until now. I received my order FSUSXXXXXXXX; which I was going to give as a Christmas gift, but couldn't, due to poor quality and not being able to see the engraving. If you look at the reviews of the product (now), others had the same poor experience. When I emailed in, they told me to return it, which I did. They did refund what I paid for the item, but did NOT refund my shipping costs. I should get my entire refund, including shipping, since the item I received was poor quality and I had to return it. I emailed them again requesting a refund of my shipping costs that I originally paid ($5.00), and have been ignored; hence why I am filing this formal complaint. Please reach me by email, not phone. Thank you.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/01) */ We have reached out to the customer to provide further solutions to the complaint at hand.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called customer service to establish my problems with the 2 watches and have them exchanged. Customer service mistakenly established a repair order. I never wanted a repair. I explained what was wrong with the watch and how I want an exchange for something else. This was clearly explained to customer service. I explained this with customer service representative on a call that took over an hour but then was hung up on. Fossil has both of my watches as I sent them in for an exchange as these are both defective watches and silicone rubber band is irritating my skin and watches were also defective. The watches have a 2 year warranty on them. When case was created I explained that I need to send these back FOR AN EXCHANGE not repair. Therefore I cannot send you a picture of the watch as you have them both. Repair orders 1.) RPXXXXXXUS & 2.) RPXXXXXXUS Now after sending the watches in, I am told that they are repaired and en route back to me. I do not have them nor can Fossil find where the watches are. I called customer service to get update and explain problem and customer service keeps putting me on hold and hanging up on me. I am told a manager is going to call me back and no calls take place. I would like a store credit in full retail value to get something else. Attached are the shipping labels and original receipt.

  Business response

  03/23/2022

  Business Response /* (1000, 7, 2022/03/01) */ We have reached out to the customer to provide further solutions to the complaint at hand.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Michele watch from Amazon for $1600. Within the time of the warranty it broke. I sent it in to Fossil for repair. They returned it broken. I resent it and they responded that it can't be fixed. They offered me to choose a different watch from their website but the one I bought was out of stock. This is interesting since it is still selling on Amazon. Anyway, I requested having my watch returned to me. They responded that they will take care of it. Since then, I never received the watch and they've ignored my emails. This has been going on for months. How can we publicize to the world that Fossil are thieves? They've stolen a $1600 watch! I don't need to settle on choosing a different watch. If they lost my watch - they should refund my money so that I can rebuy it on Amazon. I have the 20-30 email correspondence.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/02/10) */ We have reached out to the customer to provide further solutions to the complaint at hand. Consumer Response /* (3000, 7, 2022/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They never reached out. Business Response /* (4000, 12, 2022/03/16) */ We have contacted the customer to provide a solution. Consumer Response /* (4200, 15, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) After multiple emails, I finally received my watch back - still broken and scratched but at least I have it back. It took 6 months until I was able to see my watch again. I brought it into a jeweler and he fixed it in 10 minutes. I bought this watch for my daughter and she is so traumatized at this point that she doesnt want to see the watch. So I have a 1600 dollar watch that was a nightmare and now serves no purpose. This needs to be made public. The Fossil company are thieves. They sold a broken watch and never fixed it even after I sent it multiple times. At the end, the fix was simple. I should have had a working fixed watch 6 months ago.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  "The entire process is making me very uncomfortable and frustrating. At first, one of the employee in Fossil store made a long deep scratch on the back of my watch when she tried to replace the battery and then told me the scratch is not fixable when I found out immediately also denying what she have done without apology. Then the next day my watch was still not moving, I went to the store again, the manager told me it needs to send away to repair it, so he did it, but God knows he or somebody else had the email address wrong?? I've been waiting my watch to be fix from 2021 and now is 2022 since September till now, 4 months, 4 MONTHS! I can't even count how many phone calls I made. I have been calling you guys over and over again and no one ever to care to confirm the email address?? You guys just keep telling me that I'll receive email from you next week, I asked you to make sure to send it in each time when I called, but how many "next week" I've been waiting? After 4 months now you telling me is out of warranty and cost this much and needs to wait another month to send it back? This is ridiculous. Who can compensate for the phone calls and time I've been wasted?? I mean come on? It's not the first time I sent my watch to you to repair, you guys were not like this before. At least you can do is to repair the watch including the back of the lid where got scratch at no cost? Please and thanks. " Above is the email I sent to them and never got response for over a week. (Only got another email asking me to pay again, what the heck.)

  Business response

  04/06/2022

  Business Response /* (1000, 7, 2022/02/09) */ We have contacted the customer and resolved the complaint to satisfaction. Consumer Response /* (3000, 9, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I am the one who is making contact all the time! Secondly, I still don't have any information about my watch yet. Zero update! At least let me know the process status?? All I know is they promised to fix it without any charges on the phone 3 weeks ago, never heard back from them ever since and it has already been 5 months since the date I sent it to repair. Where is my watch????

• Initial Complaint

  01/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a watch by mistake. I am color blind and thought the entire watch was a different color. My significant pointed out this error and was on the phone with fossil within less than 10 minutes. I notified them of this error and explained my disability caused this error. They told me they could not nothing even though i notified them within a reasonable and pertinent time frame.

  Business response

  02/27/2022

  Business Response /* (1000, 10, 2022/02/07) */ We have reached out to the customer to provide further solutions to the complaint at hand.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed order FSUSXXXXXXXX on 11/30/2021 for two men's watches with engraving. The order was delivered on 12/06/2021. I did not open the package until the following day during my lunch only to find that the watch made of stainless steel band was not put back together before it was shipped. There was a pin laying in the bottom of the watch box. I immediately called Customer Service who was unable to assist so I asking for a supervisor. When the supervisor finally came on the line his tone was accusatory like I had broken the watch which still had all the plastic protective covering on the band. He stated we don't know who messed it up. The fedex driver could have did it. I responded by saying there was nothing wrong with the shipment box. I explained I needed this for a Christmas gift and he proceeded to state we can do a one time courtesy to return the item with engraving which we usually do not allow then process a new order once received. I stated the item is sold out online then he stated we would just issue a refund. This just infuriated me. One I did not make the error Fossil did, two you accuse me of breaking it and three never apologized until I called him out on it. Which at that point it was not sincere. There are only 2 Fossil stores on the area and both are over 30 minutes or more with traffic from my house. A simple apology and courtesy off a future order would have went a long way since now I would have to go out of my way to Fossil store in the middle of the pandemic to have it fixed. The store associates where completely different they looked at it and stated that's not how they are supposed to take the band off for engraving and looked at where the package was shipped from....Texas. One associate stated she has had complaints about the customer service center. She looked at the watch and stated she could put the pin back in the band and apologized for what happened. Please pull the call from the 7th of December.

  Business response

  02/24/2022

  Business Response /* (1000, 10, 2022/02/07) */ We have contacted the customer and are awaiting a response. Consumer Response /* (2000, 13, 2022/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business Sent appeasement for inconvenience. In reality I wanted them to pull the call and hold their leadership accountable for the lack of service.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a Michael kors watch January 2021 for my children September 2021 my watch stop charging. According to Michael kors policy I had to send my watch into fossil group. They acknowledge receiving my watch acknowledge repairing my watch acknowledge shipping my watch. My watch has disappeared. Fossils resolution was to send me a gift card but it can only be used at watch smart store which only sells generic items. I would be willing to buy a watch band for the new Michael kors watch that I purchased while waiting for my watch to be repaired. But all of their watch bands are just generic. I have done some research and found out I'm not the first person that this has happened to! It seems like they lose a lot of watches, I don't believe anybody bothered doing research to try and find it all they did was continue to give me tracking numbers which were either no good didn't exist or I was told the shipper had to reach out for information. The gift card does not replace a gift from my k

  Business response

  01/10/2022

  Business Response /* (1000, 7, 2021/11/05) */ We have reached out to the customer to provide further solutions to the complaint at hand. Consumer Response /* (3000, 9, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) All they did to "reach out to provide further solutions" as they put it was to give me $149. to a watch store that dose not even carry Michael Kor items. What happened to my watch? What did they do to look into what happened? I requested proof they did something. Was not "expensive" but was gift they treated me and my watch poorly. Gift card meaningless, replace my watch; not the same but better than throwing gift card and hope I go away. Business Response /* (4000, 11, 2021/11/11) */ BBB case for customer exist and currently handling on case XXXXXXXX. To prevent any miscommunication will continue speaking with customer on original BBB case that is still open.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 31, 2021 I filed a Watch Repair Request through FG Services.com for my Skagen Wristwatch. The Skagen Wristwatch has a LIFETIME LIMITED WARRANTY for the internal mechanisms associated with this wristwatch. I purchased the wristwatch on 07/14/2018 from Belk Company and the watch costed me $115.50. I subsequently, on or around Sept. 2nd sent the watch to Texas for repair or replacement - BASED ON THE LIMITED LIFETIME WARRANTY. I sent a copy of the WARRANTY AND RECEIPT as well as the watch to the Texas Address. ON 09/15/2021 I received the watch back (Notification # XXXXXXXXX) and FG Services claims that they cannot fix the dial (where the numbers have fallen off.). FG Services sent me a $50 off Coupon on my next Purchase of $150 or more as a settlement. I do not want to spend $150+ on a new watch. I would like FG Services to honor the LIFETIME LIMITED WARRANTY and replace the watch (with similar) as is stated on the Warranty that came with the watch.

  Business response

  12/13/2021

  Business Response /* (1000, 6, 2021/09/22) */ We have reached out to the customer to provide a solution to the complaint at hand. Consumer Response /* (3000, 8, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fossil has requested that I provide a copy of my receipt and warranty - which I just sent. They have informed me that they will negotiate an amicable solution. Once I hear back from fossil, I will update the response. Business Response /* (4000, 10, 2021/09/27) */ We have spoken to the customer. A solution has been provided to the complaint at hand. Consumer Response /* (4200, 12, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Wii be satisfied upon return of a working watch or a gift card in order to replace the defective watch. I'm not sure why I needed to resend the watch back to Skagen as their initial response was that - they could not service the watch due to not having the parts. To me, it seemed that it would just have been easier to provide me a gift card, since fossil claimed that the watch couldn't be fixed. The customer service representative that I have been in contact has been a real pleasure and genuinely conveys the company's concern for doing the right thing regarding fixing or replacing my watch.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a watch. It stopped working in less than 6 months. No water or physical damage. Sent the watch for repair. Got a bill twice the cost of the original watch. Asked for the watch back. Got a tracking. But almost a month later no watch. Request RPXXXXXCA SKU: *******

  Business response

  12/07/2021

  Business Response /* (1000, 10, 2021/09/20) */ We have reached out to the customer to provide a solution to the complaint at hand. Consumer Response /* (3000, 12, 2021/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's not true. No one ever reached out to me . In fact no one has even responded to me trying to contact them multiple times . Business Response /* (4000, 14, 2021/09/22) */ We have contacted the customer and are awaiting a response. Consumer Response /* (2000, 21, 2021/10/23) */ The business reached out and resolved this.

*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. ↩