Fossil
- fossil.com
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90 reviews · Statistics
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Reviews
Watch repairs
Physical storeI used my Fossil watch twice, removing the battery each time, however the mechanism died anyway .
Was told that "acid got into the watch" because of the battery?, but there was no signs corrosion, anyway the battery was the original, told I had to pay for the repair
It was like buying a new car and being told that the engine blow up because I removed the battery?
I will not be buying Fossil any longer as the company doesn't support its customers once the sale is done. The product can look OK but not worth the money.. In this experience, the customer service make the watch's, junk.
Poor warranty and poor service
Online storePurchased a watch online in June which broke in July. Sent back for warranty in September. Received an email in October stating that the warranty will not be honoured as the crown was bent. No impact or damage to the watch and broke during normal use. Customer service were stuck in their position so referred the case to fair trading. My advice don't argue, if fossil won't stand by their product refer them straight to fair trading
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Lived with this purse for (I think) over 15 years
Online storeMy aunty bought this purse for me over 15ish years ago. It has served me well. Am retiring her now. Need to give this awesome purse a review.
Product Fault, Poor Design and Customer Service
FossilA fossil smartwatch is definitely not a recommendation that I would give to anyone after several frustrating encounters with fossil products. The customer care is non existent and issues are difficult to resolve and are very time consuming. I received a smartwatch as a gift and within a few months the charging ring fell out so the watch became unusable. I contacted fossil and after returning the watch to fossils head quarters they eventually replaced the watch with a different version as the watch that I had was no longer in production and the
... Read morecharging ring could not be repaired. Unfortunately this happened twice more and each time the charging ring could not be repaired and the watch was replaced with a different version. You guessed it, the charging ring on the 4th watch fell off but this time fossil refused to replace the watch unless I paid for the majority of the cost of the new watch - (which I was allowed to pick) which was more expensive than the original watch - stating that my initial warranty had expired. I offered to pay 50% of the cost for the watch which fossil refused to agree and sent me back the latest Watch that I had sent them. I contacted consumer affairs who dealt with my complaint who tried to negotiate with fossil but this was not successful and I was advised that I would need to go to small claims court. This was several months ago and I have since learned that the charging rings falling out is a common occurrence with fossil watches and has occurred to several people I know. This is definitely a product fault and fossil should take responsibility and replace watches for free and change their design. There is in excess of 40 emails sent to fossil and a significant amount of time spent on the issues and I have to say it’s the most frustrating and disappointing circumstances that I ever had to deal with as a customer. I really like fossil watches but following these events I would not recommend purchasing one for yourself or as a gift!!!
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Awful watch, awful service
Online storeI bought a Gen 6 watch and LOVED it, fantastic watch and great tracking. But then I started to notice it was getting harder and harder to read. So I reached out to Fossil and they said “put in a warranty claim” so I asked how long and after a week they said probably two months. So I specially bought a tracking watch that I don’t need to charge every day, but Fossil think it’s ok if I miss eight weeks! Again I loved this watch but it will now head to the tip and I’ll buy a decent brand.
If you’re thinking of buying this watch please don’t.
Cheers,
Murph
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Less than helpful
Online storePurchased stainless steel mechanical watch.
Faulty pin. Pointless customer service!
Thank you for leaving your comments and feedback regarding the level of Customer Service afforder you.
Customer feedback is very important to us and we really appreciate your taking the time to write.
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Careful with this brand - not of merchantable quality and no support.
FossilIn short:
* Watch outside warranty - fair enough, but read on...
* Have not mistreated watch (photo evidence before I sent it in to be checked)
* Back simply 'departed the case' whilst in waist deep water [standing].
* Watch totally dead.
* Only a discount to buy another watch. Not sure I'd want that.
* IMO not fit for purpose if a watch case fails - it was glued as no thread to hold it on.
* Would a high cost, calibre watch have a back simply fall off? Is that reasonable? Not really.
* "caveat emptor" applies here which under ACCC law, it ought
Fossil Hybrid Hr not charging
Online storeAfter using Fossils hybrid hr for 2 month it lost it’s charging capability
... Read moreAuthor stated being incentivised for this review
Handbag ... have tried every method to contact Fossil
Online storeI'm explaining yet again ... via text and email ... I was bought a second large harper cross body bag for Christmas. It is substandard to the first one, with the flap cover peeling away creating a pocket- my understanding it is still under warranty. I'm so disappointed with the text/email service ... I've gone round in circles for the last 3-4 weeks. I'd just like someone to own this and respond accordingly.
... Read moreHi Tracey,
Thank you for leaving your review.
We note that you are currently communicating with our customer care team regarding this issue
Finally had a response from you today ... after weeks of going around in circles with your bot! Terrible customer service from a brand that we'd expect more from. Looking at the reviews it seems I'm
... Read more not the only one that feels this way. Poor show Fossil.Also what I’ve gathered is your responses are timed which would explain why there’s no trail … today I finally received a response then miraculously it disappeared. Same with my messaging, suddenly no trace of my response to you.
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smartwatches are shiyte
Online storegot a smartwatch. battery lasts 3 hours of a day max. glitches out trying to do the most basic of functions. do not recommend. customer service is useless.
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Fossil handbag
Physical storeFossil satchel type women’s handbag birthday gift.
The whole black leather has come away from bag and Fossil not interested.
Hi Maree,
Thank you for reaching out. Please provide your best contact details ie: phone and/or email and we will have a Customer Care Rep. reach out to you.
GEN 6 FOSSIL SMARTWATCH SENT TO METRO SERVICE CENTRE WITH FAULTY CROWN
Online storeCrown on watch no longer worked. Sent to Service Centre at my expense on 30/12/2022. Received SMS on 11/1/2023 that watch repairs were underway and a 4-6 week time frame was to be expected. Heard nothing more so sent and email on 12/2/2023 to find out the current status of the watch. A return email was received on 13/2/2023 stating that damage has now been assessed as "collision force damage" and parts are unavailable at present to repair your watch. This "collision force damage" according to the technician is due to external factors. Whil
... Read morest they now can no longer repair the watch they are offering that I part exchange my watch and purchase a replacement watch with a discount. The discount being 50% off the recommended retail value. This is an offer in exchange for my current watch that has a faulty crown. This is absurd and absolutely disgusting customer service. This 6 month old watch cost $550 and I am now being asked to replace if by paying another 50% of the original value of the faulty watch. A reply to my email questioning this offer and an explanation as to how the repairs that were supposed to be underway has transpired has still not been received.Hi Jo B,
Thank you for leaving your comments and feedback regarding the Service experienced and Resolution offered in regard to your repair ref JOB361851.
Hello
The case I understand to be #06890016. This excercise has taken 6 emails to Fossil, a telephone call yesterday (25 mins on hold) and finally a response which details how useless Fossil is with
Fossil you should be ashamed. Received my watch today after going in for repair 30/12/22 to fix the faulty crown. Crown still faulty and watch does not work at all. Can't even take a charge. Guess
... Read more the technician couldn't put it back together again after forcing the back off. I need to know what you are prepared to do to fix this issue. The watch is under full warranty.Find out how Fossil compares to other Jewellery Shops & Brands
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A cheap watch offering good profit margins
Online storeRecently purchased a Fossil watch, leather band, black face.
Looks good but obviously from watch factories in china producing goods for the likes of wish.com and Alibaba.
Have a few watches from China which are much better quality.
The particular one I purchased would cost around $50 in China, here online in Australia you will pay around $280-350.
Stick with Citizen or Seiko and avoid Fossil.
Hands non luminous, leather band ok, cheap movement and internals.
Thank you for leaving your comments and feedback regarding the quality of the Fossil Watch
Customer feedback is very important to us and we really appreciate your taking the time to write.
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False discount offer
Physical storeGet 25% off if you buy 2 items. Conditions apply. So read the sign in front of the hombush store today. We purchased two watches but were denied the discount. Asking for a copy, sign or printed or online copy but none was given. You had to take the word of the shop assistant that may have made up the condition on the run.
... Read moreThank you for leaving your comments and feedback regarding the Service in Store.
Customer feedback is very important to us and we really appreciate your taking the time to write.
... Read more Please be assured that your feedback will be shared with the Team in store.
Fine if nothing goes wrong
Online storeSold a faulty watch and now I have to arrange and pay for it to go in for a 'repair'. This seems absurd.
Hi Lara, Thanks for leaving your review. Your feedback is important to us.
Our Fossil Retail Stores are happy to accept your repair into the store and they will forward this onto the Metro Service Center, saving you the cost to post your item
"When you have a major problem with a product, you have the right to ask for a replacement or refund." From NSW fair trading.
Hi Lara,
Thank you for your further comment. For our team to further assist you could you please confirm the place and date of your purchase, if this was an online purchase please confirm your FSAU number ie: FSAU12345678
Questions & Answers
Has anyone had a problem with the crown on a GEN 6? Thanks
Why don't you answer questions regarding repairs? I have sent 3 emails and still no response.
Repair what exactly?
Hi Jo,Thank you for reaching out. Please provide your best contact details ie: phone and/or email and we will have a Customer Care Rep. reach out to you.
You will have my contact details on record as you have my watch at the Service Centre. You will also have my email address as I have sent four emails recently. Only one was responsed to, if you look at the JOB NO. which forms part of my review you will also have my details. Automated responses are not good customer service Fossil.
Rob the repair is to the crown on a Gen 6. It collapsed and no longer works.
Fossil you have still not reached out. When should I expect your phone call/email ?
Hi. I have a Fossil smartwatch (Garrett system). Yesterday when I went to charge it the back fell off! I purchased it online through Myer in January this year. I live on the Gold Coast, am I able to take it to your Harbourtown store to arrange for it to be fixed/replaced?
Hi Josh, Thanks for your question. Please return back to your closet Myer store on the Goldcoast and they will be able to help with a resolution in-store.
I have posted the watch to fossil. Am I able to claim a reimbursement of the postage costs? Also, what is the usual time for me to receive an answer as to whether the watch will be refunded. I do not want a replacement.
HI Josh, I note that you have returned the watch to Fossil and not Myer? If you are seeking a refund you will need to return the product to the place of purchase and address in Store. Fossil do not cover the costs of sending an item to our Service Centre. This is as outlined in the warranty conditions. For further asssitance call our customer Care Team on 02 8977 8086.
I took the watch to Myer and they told me, in no uncertain terms, that I had to return it to Fossil. They even gave me a pre-addressed brown, padded envelope to send the watch in. I asked for a refund but they flatly refused, telling me it was a warranty issue. I did not want it repaired as the process is all too hard. I wanted a refund. The communication / requirements between MYER and Fossil clearly needs improving.
Hi Josh, it is correct that all warranty claims are the responsibility of Fossil Group, whereby the product will be repaired or replaced. Refunds are only available at the place of purchase. Our Team will be in touch once we receive your watch.
I note in an earlier reply that you state that if I want a refund i will have to "address in store". Judging by the reception I received from MYER I am 100% confident that they will not be interested in refundng me. This is all a disaster and I am one very dissatiisfied customer.
Hi Josh, the conditions of sale regarding refunds and exchange can be found on the purchase receipt and Myer are obliged to honour this, as are Fossil in relation to a resolution under the conditions of the product warranty. Our Team will contact you further once we are in receipt of the watch.
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Dear Murph, thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations.
Please be assured that your feedback will be shared with the Team