Fossil Reviews 2,005

should’ve checked for reviews before placing an order. WHERE IS MY REFUND!! I NEVER RECEIVED MY ORDER

Bought a watch and within a year then bracelet and Bezel started to fall apart. I returned it to Fossil who told me only the actual watch was covered by their warranty
They offered to repair for more than I paid for the watch. I persevered and had to contact consumer rights who helped to get it repaired for free. Really terrible company to deal with.
Would have given no stars if I could have!

ordered the watch sunday night. website says next day delivery. so expecting it tuesday, come wednesday to friday status still processing. called and emailed customer service, still said processing. then friday afternoon emailed me that item is out of stock.
it was in stock when i ordered then after 5days it was out of stock.
will never ever order with fossil again.
worst customer service as well.

The quality of this watch is dire. It was fine until the warranty just expired then the gold numbers started dropping off. Then a round gold dial fell off and jammed the hands. As it was just out of the warranty I was told nothing could be done except have a new face put on at my own expense. Lousy customer service as well

Absolutely shocking customer service. Apart from the polite start of a sentence, which was clearly written as a template, there was no intention to resolve the issue. I wasted time, effort and frustration on a two month long process without outcome and left with frustration. My feedback was ignored. I was offered a ‘generous’ £39.99 sum (excluding discount) to be used on skates and fossil websites as a resolution. None of the websites offered had any product within or below this price category. And this was a resolution after sending a faulty jewellery item to their repair studio which was clearly faulty and falling apart one month of the purchase… I was told to ‘treat myself up to £39.99 on any product from those websites… while I raised the issue that there not even one product in this price category, it was ignored and standard emails were sent to me to warn me time is up they will take away the ‘offer’ if I don’t use it… absolutely shocking customer service. To have an acceptable alternative item I would have ended up paying twice the cost of the item I liked and they couldn’t repair. Do not spend your money on these products. It’s cheaply made without after care. Yet the cost is far from cheap for something this shockingly poor quality.

Absolutely great customer service by CJ who helped me out today at the Swindon Outlet thank you

Watch looks great on my wrist

Fossil is not the reputable brand they want us to believe they are. Appalling company. I bought a watch for my son's 18th, thinking a Fossil watch would last give the price and so called reputation, I also had it engraved. My son loved it! It however stopped ticking after 3 months. We took it in thinking it was just the battery but the Fossil shop confirmed it was broken. After pushing and pushing, refusing to accept a repaired item after only 3 months Fossil agreed to a replacement..in writing. The email said it would be sent in 2 to 3 days, 10 days late, nothing. I called and the agent said the watch was in stock and would definitely be sent in 2 to 3 days time this time. Two days later I get an email from Fossil asking again for details about my issue with the watch. I referred them back to their chain of emails. Get an email back saying they in fact don't have that watch in stock any longer and are goint to revert back to a repair of the broken watch. Hell no I said, replacementof equal value or refund, which to me is the next reasonable step given the circumstances. Got on the phone. Threw a tantrum. Asked to speak to a supervisor. Supervisor was not available, however I was guaranteed a phone call from the supervisor the next day. Needless to say, I did not get that phone call and yet to hear what the resolution is going to be. I have never dealt with a company that does not stick to its commitments, especially when it is in writing. Absolutely pathetic. Will never be buying a Fossil product again regardless of how this goes.

I treated myself and bought a Diesel watch, which should be quality watch, it was ok, but after some time condensation started to get inside of the watch and after a year i was not able to see what time it is because of the condensation. I sent it back for a warranty repair as it does state that watch should be able to withstand 5 atmosphere pressure and should be able to withstand up 100meters deep water (even thou I am not a diver). I was charged 70% of the new watch value. Absolute disgrace for the customer from this bloody company, customer service rubbish, watch quality rubbish, overcharging customer. Never going to buy anything that would be made by fossil group

We purchased a watch for our son. Though it did arrive in the stated time, it was not the one he wanted. We returned the said item but the acknowledgement and subsequent contact after was very poor. We had to chase the refund and the first point of contact was handled like the staff was reading off a script.
No attempt was made to resolve the issue before contacting customer complaints.
Not sure if I would use this company again.

I gifted Fossil watch getting from outlate store with very reasonable price my sister love d it.

A follow up from previous complaint
I telephoned again and spoke to a lady who then again apologised but can’t really offer any resolution except pass it on again !
My watch was now I learnt today was posted back 31/07/25 by repair centre, no tracking provided to me then and funny how after asking for details this past week this is first time I’ve been told my watch has been sent
So no tracking number and been told to be patient as should hear in 2 days ! If it’s been tracked a number is given automatically by shipper , but just more untruths
I even had message today saying my watch has been repaired ! This is after a week ago being told a new glass cannot be fitted !
The repair centre is only about 4hours away, I could drive there ! In fact I could walk there and back in the time it’s taken to be sent from Fossil
Faster than a van!!!! If I walk !!
It’s behind shambolic all hidden behind emails and call centres.
My watch is of sentimental value to me, it’s not the cost of it it’s the memories it possesses for me but Fossil customer repair service is so poor

Just bought a watch via amazon, amazing quality good price very happy with it.

I called customer service and was wanting a link to a watch a purchased. They claimed I needed to call back Tuesday or Friday of the next week because they were having problems with receiving payments. What a joke!!

This is an absolute joke of a company. I requested a change to an engraving (due to their error) and was advised they could not process this and to cancel my order. And then informed me that engraved orders cannot be cancelled and refunded. Customer service was horrific.

I bought a Skagen watch with a leather strap several years ago from John Lewis. Fossil subsequently have taken over Skagen. The watch has a lifetime guarantee but not the strap. In time the leather strap needed replacing which I successfully paid Skagen to do. Some years later I again needed a replacement leather strap but as Fossil have taken over Skagen I had to deal with Fossil. They informed me that the leather option was discontinued but they had a Skagen mesh strap which would perfectly fit my model of watch. I agreed to purchase this and they emailed me that I would immediately be sent a link to make a payment of £55. 3 weeks and 2 emails from me later I finally received the link and paid by PayPal. The strap duly arrived and I took it to a reputable professional fitter who pointed out that the Strap was not suitable for purpose as the holes on the strap did not align with the fixing holes on my watch. So a few days after I had received the strap I contacted Fossil with a photo clearly showing the strap and watch were incompatible and requesting a refund. Fossil's Customer Service made every effort to avoid giving me a refund. They claimed that the strap was correct but my watch was faulty (untrue!), and then that my watch never came with a leather strap but was originally fitted with an identical mesh strap (untrue). They seemed completely unaware that I had a legal right to return the strap as unsuitable for purpose and get a refund. I had to tell their Customer Service that as it was only a matter of days that I had the strap I had every right to return the strap as unsuitable for purpose or indeed as it was bought online I could return the watch within 14 days if I simply didn't want it. Eventually, they conceded and sent me a return label, followed by an acknowledgement of receipt back of the strap. Legally they then had an obligation to refund me £55 within 14 days. After 10 days I contacted them to remind them of this and received a message back that they wouldn't be able to return my money using PayPal by which means I had paid for the strap but would only make an International Bank payment instead. This required me sending my bank details including BIC and IBAN details! If I supplied all this information immediately then they would try to refund me within the 14 days. I spoke to my Bank Manager to find out the BIC and IBAN details and he informed me that they should simply have paid me back into my PayPal account. I sent Fossil all the Bank information they now required and, in exasperation, finally threatened legal action. I received payment a few days later. It took me many many emails and 6 weeks to get my money back.

I was in touch by email with at least 7 different members of Fossil's Support Group. All were charming and sympathetic but generally incompetent and with apparent complete disregard or knowledge of UK Consumer Laws. Fossil please train your Support group that you have a legal obligation to be more reasonable and helpful to your Customers.

Fossil accepted my online request for a battery replacement for my discontinued smart watch (FTW7009). The process requires Fossil to accept the request before sharing the estimated cost and postal details, which they duly did. But Fossil couldn't fulfill the request ultimately as the proprietary rechargeable battery is discontinued. Fossil would have known this so should never have accepted the service request in the first place.

The whole process was dragged out over more than 6 weeks as the workshop reported a long list of faults to do with sensors not working, screen being blank, not charging, citing these the reasons for not changing the battery. These were of course unrepairable as the watch was discontinued. It was only after I persisted to understand more detail on the faults (that weren't apparent to me before I sent it in) and asked to have the battery changed anyway, that Fossil said they didn't stock the batteries any more. And just to add to the experience on returning my watch they did not also return the charging cable, so it was another 2 weeks waiting for a replacement from Europe.

A cynic would likely think the faults reported were actually fictitious and was a ploy to divert me from the fact that a watch that wasn't all that old (3-4 yrs) is unsupported. And, by accepting the service request and finding all the faults it might make me more likely to just buy a new one instead, taking up their offer of 30%. Or they could send my watch back free, (but not both!) Hmmm...

Fossil - customer care an absolute joke! Returned a bag to them, waited and waited for the refund. Contacted customer care UK, was told it was a technical issue with the Accounting team and they confirmed the had the bag back with them. I received an email to confirm the conversation. Still no refund. I contacted them by email a further 3 times - no reply, no acknowledgment. I called again today, still same story about technical issue in Accounting. I asked to speak to a manager, not possible. Agent Istvan said he would escalate. I told him I would be calling every day, frequently till I had the funds back.
Fossil to be avoided at all costs, save your hard earned cash.

Really poor customer service.

I have a brown leather bag bought as a gift from my wife, however, the plastic clasp had broken. The bag is out of warranty, however could be easily replaced without repair work. I contacted fossil to purchase a new one and was given 2 options:

1) claim under warranty if it is still under warranty

2) get a discount code to purchase a new one!

This response is totally unsustainable. I find it disgusting that the company would rather the material go in the bin when a cheap plastic clip could be offered!!!! I wouldn't care but the bag was £380. Priced high end but the service is Temu!!!

The customer service is horrible. They ask you to pay for shipping to get your warranty, which they claim to pay back if they approve the warranty. I do not trust them to pay me back the shipping. I actually do not even trust them to honour the warranty, and feel like this is an unfair gamble.

Aside from that, in the Netherlands, you cannot ask for the customer to pay the shipping costs for warranty, so whether I trust them or not, this is illegal.

I wouldn't even rate this company 1 star! The level of customer care has been nothing short of appalling!!!!
I purchased a watch last year which stopped working, as it was still under guarantee I sent it back to be repaired.
It was a smart watch but they couldn't repair it or give me another like for like.
They advised I would receive a full refund within 14 working days! I am now on the 32nd working day and still nothing! I have sent several emails which have continued to be ignored! I have spoken with 2 call handlers whom assured me they would continue to update me, over a week later, absolutely no correspondence!
I am now planning on contacting my bank tomorrow morning to log as fraudulent given I've not had my money back! If you are thinking of making a purchase via this horrendous company please think twice about it! I am totally disgusted!