Fossil Group Reviews 42

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.

Date of experience: June 28, 2025

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

Date of experience: April 17, 2025

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.

Date of experience: March 16, 2025

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.

Date of experience: October 31, 2024

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!!!!

Date of experience: November 18, 2024

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.

Date of experience: October 15, 2024

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.

Date of experience: September 28, 2024

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.

Date of experience: October 01, 2024

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.

Date of experience: June 19, 2024

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!

Date of experience: August 16, 2024

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

Date of experience: June 15, 2024

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 !!!!

Date of experience: April 20, 2024

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

Date of experience: December 11, 2023

Firstly I am sent a box without the item I had bought. I call and I get an operative who rushes me off the phone after promising me an item.

After some emailing and 2 weeks later I get the item. Albeit in a much less nicer box than the original.

I have now spent 5 weeks sorting out the refund for this item.

I was asked to use the code given to again but the same item. I did as asked.

I spent multiple calls and emails to get only a partial refund, still waiting on the rest.

If someone can sort that out for me that would be great.

Date of experience: December 10, 2023

Sent a Fossil gen 6 smart watch for repair because all of the sudden it just wouldn't turn on, even after trying another charger that I had for the same watch. Still in warranty and yet I was asked to pay £22 pounds for Diagnostics plus another £7 for shipping. When I sent the watch the person at customer service helpline said it would be free of charge.
Extremely disappointed and honestly I just hope I get my watch back working again but I'm not buying anything from Fossil ever again.

Date of experience: December 02, 2023

I returned unwanted watches back after impulse buys online. Posted on the 6th of October. They apparently received and actioned my refund on the 9th. 4 watches, 142£ in total expected back.

After countless emails my refund has still not arrived in my account. I totally regret buying from Fossil.

In case you care Fossil, here's my order number WSGB04021827.. Fix this.

Date of experience: October 27, 2023

I sent my much loved watch to Fossil Group in the hope that it could be repaired. To be honest, I never expected them to honour the lifetime warranty that came with the watch many years ago but they proved me wrong. My watch was repaired free of charge and returned to me in a very safe and secure package. The reason I've only given four stars instead of five is because I had to send the copy of the warranty three times before the repair was carried out. Having said that, the member of staff who dealt with the hiccup kept me informed all the way through.

Date of experience: September 18, 2023

sent a very sentimental watch to them for a new battery. It was returned damaged, in inadequate rapping and without the box, I sent it to them in. I contacted them and so far I have sent 11 emails asking them to call me. They offered me 30% off another watch if I bought another from them for the 'inconvenience caused'. I rejected this offer but they then called me and told me they hadn't received the emails sent despite replying to them with the offer of 30% off followed by telling me I would be transferred to someone else but had been cut off. I then called back to be told they can't transfer and the department I called could offer no assistance. I told them this watch was a gift from my wife on our wedding day and they couldn't care less. It was only sent for a new battery and it was returned in a completely unwearable state!

Date of experience: September 08, 2023

This watch has been a disaster. I have contact Fossil support through social media who advised they would put me in contact with appropriate customer service. I've never heard from them since.
-The battery does not last a day. It comes off charge at 6am and needs to be charged again at 5pm. The daily use includes one one hour workout. I use the original charger overnight.
-In recent nights the watch is dead in the morning when I wake up. I confirm it is charging before sleep, but it is dead in the morning.
-I have had to add chargers to my car and my work desk to enable me to use the watch throughout the day.
-The watch has never connected to WearOs app. The app can never find the watch despite numerous reset and restarts.

This watch has been so disappointing. I think it's now time to give up on it and get a new watch from a different brand.

Date of experience: August 07, 2023

Have ordered several times from fossil and have never had any issues, products could be slightly better quality, but I guess you get what you pay for, however the service is excellent, kept informed right through the delivery process and always delivered well before the estimated time frame. No issues atall

Date of experience: August 02, 2023