Fossil

I am writing to express my frustration regarding my order (Order Number: FSCA0183****, Item No: BQ2737SET). I originally placed this order on August 25th, and it was delivered on September 3rd.

Unfortunately, upon receipt, I found the product to be defective. The watch dial lacked a protective plastic cover and had two small red spots that appeared to be paint drops. I promptly returned the defective watch set on September 3rd, and it was confirmed to have been received by you on September 5th.

I requested a replacement, which was processed on September 6th. Since then, I have been consistently following up through emails and chats, but I have received no proactive updates from your team.

Despite my repeated attempts to inquire about the status, it seems that I have only been given information when I contacted your representatives directly. It has now been over 16 days, and I am extremely frustrated with the lack of communication and clarity.

Your customer service team has provided me with conflicting information on multiple occasions. Some representatives claimed the package had been shipped, others said it had not yet been dispatched, and one even mentioned that the item was out of stock or possibly misplaced. I have also been provided with tracking information that appears to be inactive, which raises concerns that the package is lost or that I was given incorrect details.

I had informed your team to expedite the replacement as I am traveling this Friday, and this watch was meant to be a gift.

I gave this notice three weeks in advance to ensure there would be no delays. Unfortunately, I am still without a clear resolution.

At this point, I need a solution within the next two business days, as I am traveling soon. I am requesting that you either:

Ensure the replacement is sent immediately, with expedited shipping, or

Issue me a gift card so I can purchase the same watch set from a store, if available.

Here is the link of the watch set https://www.fossil.com/en-ca/products/his-and-hers-multifunction-two-tone-stainless-steel-watch-set/BQ2737SET.html

If this issue is not resolved promptly, I will have no choice but to escalate this matter on social media.

Please review the chat history and emails I have sent for more context. I am truly fed up with receiving a new case number each time I reach out without any real progress.

I appreciate your urgent attention to this matter and look forward to a swift resolution.

Sincerely,

Manisha

I have been a customer of Fossil's for over 20 years, & have a closet filled with items from that brand, but they will never ever never ever ever ever EVER see another penny of ANY of my money. I have never returned one fossil item in my entire 43 years on earth until this.

I am so angry to the point where I started to feel defeated, & then began to just laugh about it maniacally I had to learn my lesson the hard wayam so upset that I've spent so much money with them over that course of time, but here goes the story & what is currently going on. I placed an order with this company that totaled over $800. They sent me a damaged handle on a $250 Disney satchel. Initially, I just wanted to get a new handle for the bag & they refused to do that & asked that I send back the bag shipping it through FedEx.

Back to their location in Texas- which I did. I was informed over the phone that I could not return the item to a store.((even though I mentioned to that same rep telling me that the website said otherwise & she kept saying no ma'am -a lot of times the Fossil stores cannot help with returns)) but then I got conflicting information from someone else at the same company that yes I could have returned items to the store (after the fact of course, & during this process I ended up returning multiple items to a local Fossil store) & one of the Fossil stores near me confirmed that as well & their website return policy states you can return fossil.com items to any Fossil store I should've done my research before ordering from this absolutely horrific company or before, ever, ever doing business with them but I had just never had an issue before this & have been a customer before "online" was a thing.They are now saying that they cannot refund me via PayPal which is my payment method I used to pay for this order & offered to send me a gift card, another bag or a check in "maybe" eight weeks. It has been insanity. Days and days and days and days they have now had this Disney satchel back for going on 9 days and are still telling me they can either send me a gift card or a check but now it's become maybe four weeks that they can process the check I cannot trust anything Fossil says verbally or in writing and I have opened up a claim with Paypal in regards to the situation and am now waiting on Paypal to make their decision in regards to what to do about it, For your own sake, do not do business with this awful awful, awful awful company that does not value their customers whatsoever- the people that are vital to their survival.

So I have now asked Fossil -well if you guys will just send me the gift card then and I called that same Fossil store and they are now telling me at that same exact Fossil store that I returned the other items to that they would prefer I not come back into the store & Fossil "customer service ""is now saying: well since we've already put the refund request ((and I have a ton of emails about all of this. Lie after lie after lie after lie after lie after lie after lie after lie. My email will say yes we're refunding you now and the next says exact opposite)) and they're saying well since we've now put in the request for a refund again we can't just send you the gift card, And every time I call customer service I get a different excuse as to why they can not refund me in a timely manner. Initially, it was supposedly just a mistake that someone emailed me that they could send me a check in maybe eight weeks or another bag or gift card and then it was that their system was down- and I said if that was the case then you guys should've simply said as soon as our system is back up we can refund you and then it was that PayPals system rejected the refund twice Paypal has reassured me that no their system cannot reject a refund twice -cannot reject a refund at all.

If fossil wanted to refund me then all they have to do is go into their PayPal payment system and hit the refund button and apparently they're not willing to do that.It is unbelievable. Day after day after day, I go round and round and round and round and sit on hold and sit on hold and sit on hold with their customer service center there in Texas or wherever that is -it has been an absolute nightmare trying to get my money back from this I think billion?/million? Dollar company. Basically, so far, Fossil is holding my money from me because I will not consent to them sending me a check in which I cannot track the mailing out to me in maybe 4 to 8 weeks.maybe what is maybe!?!?!?!?!?!?!

Then they could blame the post office and supposedly be reissuing a check or never send one at all. I feel like they are just all playing a game at this point. Who knows with this company they are willing to say and do anything to get you outta their hair except give you back your money when they have their merchandise. They are thieves and belong in a prison cell.

**To top it all off, I have lost time from work on the phone with their call ctr dealing with this and as I have started to research this company more and more I am finding the exact same experience from other consumers like me where they are told they can receive a check in "maybe" 8 weeks, etc when they are owed a refund. Unfathomable that a company like this exists**

I received a Fossil watch a year ago for Christmas 2022. A month after I received it, the battery would not hold a charge.

I took it where it was purchased, and they said that they do not do repairs. I lived with it for 6 months, until I was charging it overnight and also twice during the day. Put it in a drawer as it was unusable. My wife took it back to where it was purchased again before Christmas of 2023 as it was an expensive watch, and they said I would have to send it away to get fixed, or I could trade it in for 50% off a new watch.

I went online and filled out the repair request the first of December 2023. I had to send it UPS which cost me almost $40.00. About a month later I get an email saying they were going to cost the repair requests as I had not sent in the watch. Good thing I keep all the papers I got from UPS as according to the Tracking they received it the next day.

I had to keep getting in touch with them until I finally got a message saying they found it. About 2 months later I got it back today, and they have said they could not find anything wrong with it. WELL, when I set it up this afternoon (around 2:00 pm) the watch had a battery charge of 79%. Now at 3:45 pm, THE SAME DAY, it is now at 55%.

So there is nothing wrong with it, RIGHT. The service was awful, I don't think the right hand knew what the left hand was doing. For the amount of money to purchase this watch and to try and get it repaired it is totally garbage now.

It was for sure an expensive watch that I got to use for a few months. I cannot send Proof of Purchase as it was a gift.

Gregory Durling

5-113 MacAdam Ave

Fredericton NB E3A 1G6

Customer Service Fossil Group, Inc. 901 S.

Central Expressway Richardson, TX 75080 United States

Subject: Persistent Issues with Fossil Gen 6 Watch

Dear Fossil Customer Service,

I trust this letter finds you well. I am writing to express my dissatisfaction with the performance of my Fossil Gen 6 watch , Unfortunately, I have encountered several significant issues that have considerably impacted my overall experience with the product.

The primary concern I would like to bring to your attention is the watch's inability to hold a charge effectively. Despite following the recommended charging procedures and ensuring that the watch is fully charged, it consistently loses power much faster than expected. This has resulted in frequent disruptions to its functionality, rendering it unreliable for daily use.

Additionally, I have observed inaccuracies in the sleep tracking feature.

The watch fails to provide consistent and accurate data related to my sleep patterns. As sleep tracking is one of the key features I relied upon when choosing the Fossil Gen 6 watch, these inaccuracies have led to a diminished overall user experience.

Furthermore, the touch functionality of the watch is proving to be unreliable. Even though the watch is configured to turn on with a touch, it consistently fails to respond as intended. This issue persists despite ensuring that the settings are correctly adjusted.

This significantly hinders the watch's usability and convenience, as manual button activation is required in lieu of the touch feature.

I have made multiple attempts to troubleshoot these issues, including resetting the device and updating its software to the latest version. Unfortunately, these efforts have not yielded the desired results, indicating potential hardware or software malfunctions.

As a dedicated customer of Fossil, I had high expectations for the Gen 6 watch, given its advanced features and reputation for quality. However, the persistent issues I have encountered have left me disappointed and frustrated.

I kindly request your assistance in resolving these matters promptly.

Whether through troubleshooting guidance, a potential replacement, or repair under warranty, I am open to any steps necessary to rectify the performance issues plaguing my Fossil Gen 6 watch.

Enclosed with this letter, you will find a copy of the original purchase receipt for your reference.

I appreciate your attention to this matter and trust that Fossil is committed to ensuring customer satisfaction. I look forward to a timely resolution that restores the functionality and reliability of my Fossil Gen 6 watch.

Thank you for your understanding and cooperation.

Sincerely,

Gregory Durling

I am writing to express my extreme dissatisfaction with the handling of my recent order, which was placed on March 1st with order number FSCA0173****. The order status initially showed as "Shipped," and I was provided with a tracking number for Purulator.

However, when I checked the tracking status, it indicated that the carrier was still awaiting pickup.

After contacting Purulator, I was informed that they had not received the product for shipment and that Fossil had not scheduled a pickup. To resolve this issue, I reached out to Fossil today, only to be told that my order does not exist in their system.

This situation is completely unacceptable. I have paid for my order and have been patiently waiting for over a month for its delivery. It is incredibly frustrating to be given conflicting information and to not have my issue resolved promptly.

I request immediate action to either ship my order or provide a full refund.

I expect better service and communication from a reputable company like Fossil. I look forward to your prompt response and resolution of this matter