Fossil Group レビュー 49

I had a very poor experience with Fossil. I ordered a watch for Valentine’s Day 2025 with engraving, but it stopped working within days. I was unable to return it due to the engraving.

Over the next year, Fossil attempted to repair it three times. When they couldn’t fix it, they sent a replacement — which also stopped working. I then requested a refund, but management was unhelpful and unprofessional.

I also had to cover postage costs myself, which Fossil refused to reimburse. Overall, this was a frustrating and time-consuming experience, and I would not buy from Fossil again. It’s been over a year and I am still trying to sort out the refund.

I’ve had a very frustrating experience with Fossil. My watch has developed a battery-related issue for the second time, and even their official service center has been unable to fix it.

The first time this happened, instead of properly resolving the problem, they suggested I buy a new Fossil watch with a discount, which already felt unreasonable. Now, the same issue has happened again, and once again they are offering a 20% discount to purchase a new watch rather than fixing the product I already paid for.

This is extremely disappointing. A watch should not repeatedly fail due to battery-related problems, and a brand like Fossil should stand behind its products instead of pushing customers to buy replacements.

Overall, this has been one of the worst customer service experiences I’ve had. I expected better quality and support from Fossil.

Why do you have an email page? What's the point? You can't order anything from it! The salespeople in the store in London are arrogant. Since you don't want to provide services and sell, close the page and the stores. Bye.

Wish I could give this company zero stars. The products were inferior for the price point. The delivery took over 2 weeks due to the courier not being able to locate my home, which is 170 years old. When trying to return customer service was rude and of no help. I have worn fossil watches for over 30 years but aftet this experience I will no longer be a customer. The entire process was awful.

I have bought a Michael Kors watch for my wife. After 8 months, we have noticed it was starting to lose his stones. I have contacted costumer service.
I have been told it has a 6 months warranty for external components.
I have never seen any brand doing that since the legal time is 2 years..

Watch in full working order but Scratched face on a sentimental value watch so sent photos as instructed by Fossil, they replied stating they can repair, sent watch then had message two days later they can’t replace glass and offered 30% off another watch and they keep my watch !
I asked for my watch back and concerned that they have damaged it in repair dept
Over a week and no watch returned, after a number of messages from various people at Fossil I am no further forward. Sorry just doesn’t cut it, just return my watch
Do not use repairs go to local jeweller is my thought now as Fossil group just don’t care

Called in the Fossil shop at Cheshire Oaks l wanted a new watch strap Marcus sorted me out with just what I wanted he was very polite and professional a credit to your team.
Thank you
David Oakes

They replaced my band with a generic band, not a Michelle band, and it is a very masculine band. I am a woman! The time it took to complete this process was extremely ridiculous for a band replacement, in total almost 7 weeks for the entire process.

Ordered a watch for my son and it didnt even turn up. I had a deoivery note saying delivered but no picture of it or anything! Fossil are not interested. It was a personal watch for my son 16fh birthday engraved a special gift and now i have nothing to give him such an absolute let down!! And gutted and they refuse to do anything. 80pound down and nothing special for my son. No apolgies nothing just rude customer service

I ordered a watch for my daughter's birthday and was surprised to find two payments were taken without my authorisation. I have been trying to get my money refunded but nothing from them so far. It's so difficult to contact them. I was told someone would come back to me in a couple of days but that time has already passed. At least the watch arrived on time. The only positive! Terrible customer service.

Terrible experience. FG Services wasted two weeks of my time. Their customer service assured me they had the part and could fix my watch, but they returned it in the exact same condition.
Completely unprofessional and unreliable.
Avoid this company.

Absolutely awful. Wouldn't give 1 star. Placed my order 18 days ago and still have not received my delivery. Even after Royal Mail telling me the parcel is lost I still can't get a refund. Go back and forth promising they will come back to you by a certain day and they will refund you but now have to complete a form which I haven't received yet. DONT USE THIS COMPANY!!!!

Shocking service. I ordered 3 items online, got a shipping email next day. Another day passed, that's 3 days after buying, I got another email saying one of the items is out of stock.
Another few days later my shipment hasn't even been picked up by the courier yet. I contacted Fossil via online chat where they told me it hasn't been shipped yet and that I can't cancel the order at this stage.

Their leather goods are very expensive and poor quality compared to Osprey or Radley too.

I have placed an order for my husband's birthday. The status of the order says in process since I have placed my order. Its been 10 days now and after follow up they say, I need to send one document that I haven't received it as it is lost.
When there is no shipment done , how I am supposed to receive it.

Now I know I might not even get my money back as I don't have time for follow ups.

Terrible experience, please do not order from Fossil. It made my experience worst.

I’ve bought four watches and leather goods in the Fossil Ashford Outlet so far this year. Great products, competitive price, and very helpful and friendly staff.

I purchased two phone bags in one transaction but they took payment for each bag separately through PayPal, and they arrived separately . I returned both as they were too small. I ticked both for return on their website and received just one return label with UPS . I returned then 19/6/24. I only received a refund for one.

Very, very long story short, after half a dozen emails back and forth with their customer services they stopped answering me.
I opened a case on Resolver and after a few replies they stoped answering me. I escalated the case. They ignored me.

I contacted PayPal and opened a case and after a few back and forths because Fossil had applied the original refund against the wrong transaction, I received my refund today, 10 weeks after my return. Their policy is 3-5 working days. Thank goodness I used PayPal as I would have ever got my money back, as they refused to deal with me. At no time was I rude to them. I keep my communications very calm and polite. I just wish I had read reviews on here but I trusted this well know name.

The frustration and time that I have wasted on this is beyond ridiculous.
Never, never again.

I have been an avid fan of Fossil over the years, probably owning about a dozen watches, satchels and other accessories.

However, I recently bought a couple of bracelets in their online sale. Both really nice - but one was faulty so had to return it.

That return was three weeks ago, using their online returns facility and sent via their UPS service.

Apparently they haven't received my return and I can't raise a customer complaint as "Evie" needs to discuss it first with her "higher ups" and they will decide if I can complain! What???

I'm still waiting for a refund, in fact - I'm still waiting to be given permission by Fossil to complain about their customer service and lost return and refund!

Too much hassle as a customer - shop at Amazon for peace of mind!

Excellent service thank you! Kept me informed throughout the repair process and returned my watch sooner than expected. Exceeded my expectations.

Slow non responsive/ charged me for a case that I never received
Bring the watch back to the store it was purchased from and get your money back !!!!

An absolute joke this lot, seems a lot of other people are having the same problems. Being ignored over email, been waiting nearly a month now for a refund. Avoid at all costs