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The falling away of a once great watch company
"In July of 2016 I purchased a JR1491 watch from the Fossil store in Florence, Italy. Less than a month later the watch began to not keep time so I went back into the store. They said they needed to replace the battery as a first attempt to resolve the issue. So they took it back to the back room and after a while came out and said they did not have the battery so I either needed let them send it in for repair and it would take probably 2 months to come back or check with another watch store in another part of the city. I told them that a less than one month old watch that has stopped and they cannot replace the battery and then me being out of having the watch for a longer period of time than I had even owned it was not acceptable to me. They kept telling me that was the only solution but after a time the manager told me she would exchange it for a watch of equal value or if it was more then I would have to pay the difference. I had no problem with doing that and felt at least they were beginning to try to take care of me. I ended up purchasing the same watch but this one had a metal band so it was 40 euros more. I paid the difference and felt all was good. eight months later I began to have the same problem again. This model is a dual analogue/digital model. The digital model was still doing fine but the analogue part was losing time. The told me the same battery story and took it back to replace the batteries. After about 30 minutes the young lady returned and told me she had the analogue battery replace and it was working find but she needed more time for the other battery and they were busy and I needed to return in the afternoon. There were 3 employees working and the entire time I was there not one other customer even entered the door. This made me suspect of something wrong. I returned in the afternoon and again there was no one in the store but the lady who was there recognized me. The original lady who was working on it in the morning was no where in sight and she told me she would be there until 7:30 p.m. The lady brought my watch out and said the analogue was fine now but they tried to replace the digital one (which was working) and now it no longer worked at all. I said to her then you are trying to get me to accept back a watch under warranty that you broke? She danced around the issue and finally said they would send it in for me but again 2 months out. I again asked her if that seemed correct in the fact they accepted it to replace the batteries and they in fact broke it in the process and now I am out the watch for who knows how long? She said we will not charge to send it in. Of course not it is under warranty! We continued for a bit debating this and finally she said ok I will do this for you. I will let you purchase another watch in the store except any smart watch at half price. Really! So now I am back to spending more money again to have a working watch that is the second one in 8 months! I told her the last time I had to spend more but at least they gave me full price back against the new one and she is saying only 50% which means I would be spending well over $200 for a $150 watch and maybe get the same thing in less than a year? She locked down her heals and insisted she would do no more so now I have a watch being sent in for no telling how long if ever I will see it again. My suspicion is that I won't get it back until after the warranty is finished and it will be not well repaired and then when it stops again they will say sorry it is out of warranty. I have owned more Fossil watches than I can remember and so has my wife and family and have always had very good luck with them until now. The attitude of the store and even the Fossil client service people I have wrote to simply says they could not care less about customer loyalty and service. Neither Fossil customer service in Italy or the U.S. even tries or respond to my plea for help. The U.S. side said sorry we cannot interfere with the process from other countries. I ask them if they were not an international company like they claimed and got the answer, "sorry you are not satisfied with our answer". So for all you Fossil owners out there beware. If you have a problem the best thing to do is trash the watch and go buy something else. You will be treated like a low life with no respect at all from the company. If you have not purchased a Fossil yet, DON'T! I need a watch but all my money for one is **** in this mess and no end in sight. May have to spring for a cheap Timex! "
So Intelligent Watch
"Great Piece of Watch from CityWatches.FR I got Accorder des fossiles montre automatique cadran squelette blanc en cuir brun ME3027 masculin Watch So Beautiful"
Fossil Watch Repairs. Dinosaurs when comes to service.
"I am sending this email so that I may express to you my extreme disappointment regarding the manner in which my recent watch repair was handled.Following is the sequence of events:· 20 December 2016 – Watch was sent (Registered Post) to Metro Service Centre Frenchs Forest Sydney NSW. Watch face was scratched and needed replacement.· 18 January 2017 – After nearly 1 month, and not receiving any form of acknowledgement that my watch had been received/repaired, I called the Service Centre. They told me my watch had been received and they had the necessary parts to complete the repair. I was also told I should receive my watch within 2 weeks.· 10 February 2017 (Friday) – I received an SMS message (past the two weeks stated earlier) telling me my repair had been completed and that I needed to contact Fossil Customer Care to finalise payment of $154. I called that morning and made the payment over the phone via Visa Card.· 16 February 2017 (Thursday Morning)) – As my watch hadn’t yet been returned I once again called the Service Centre and spoke with ****. I explained to her I paid for my repairs Friday last week and as yet had not received my watch. After three attempts trying to find where my watch was she informed me my watch was sent out two days ago (14 February 2017 Tuesday) and that I should be receiving it within the next couple of days.· 16 February 2017 (Thursday Afternoon) – I received and email from xxxx Courier Service informing me my watch had been picked up from the Fossil Service Centre for delivery.· 17 February 2017 – My watch arrivedYour information states to allow 2-6 weeks (14 – 42 days) for completion of repairs. My concerns are:· It took 59 days for my watch to be repaired and returned. Even the text requesting payment was outside the specified time frame ie. 49 days.· When I called on 16 February asking about the status of my repair I was told the watch had been sent out 2 days earlier. That afternoon I received and email informing me my watch was despatched today.I understand there can be hold ups for any number of reasons and if so be honest and just tell me. However, being blatantly misinformed by the Service Centre is not something I take kindly to. It is for this reason alone I am sending this email to express my disappointment with the manner and timeliness in which your Service Centre handled the repair of my watch.Given the delays and misinformation associated with this repair I will most certainly not be purchasing any fossil products in future. "
Awful experience buying a watch from Fossil
"I was trying to buy a watch from Fossil.com and tried to do that from 2 credit cards. My orders were denied due to some reasons. Then I check my online banking and see that $100.00 were taken from both accounts, (total $200.00) but I got denied and my order was not confirmed. I contacted them and they told me I should wait 2-4 weeks for the money to be released. Why? Why did they take my money and denied my order? And why should I wait for 2-4 week for my money to be released? Very bad experience shopping with them. Never gonna do this again. Be aware buying something from their website, otherwise you'd be stolen. "
"My Son purchased a Men's Fossil Machine Twist Automatic Watch ME1157 which is quite expensive for Fossil standards. He saved half of the year for it and then found it for a decent price at a widely know online store. About a month into ownership it started making rattling sounds. A watch repair shop opened it up and found a screw had broken that held the self-winding mechanism and was a clear warranty repair. I sent it to Fossil Australia and they said they would not fix it as they seller was not "an authorised seller". I asked if the watch was genuine and they said it was but they still would not cover it. They sent back a fairly lengthy explanation that seemed like a canned letter they probably send out on a regular basis. I am very disappointed and after researching Fossil a bit more I will not be purchasing any more items from them."
"I purchased a watch for boyfriend for our one year anniversary. Beautiful piece... nice quality. However, I chose to have it shipped to a place other than the billing address (have done this before successfully with other companies.) Fossil actually had me call and confirm that, but the person I spoke to changed the shipping address to the billing address AGAINST MY INSTRUCTIONS and without me knowing even though he said it was confirmed that the addresses were SUPPOSED to be different. Worst part is, the guy didn't even re-enter my billing address correctly. Now I'm in a position where I can not even pick up my order from UPS because fossil entered the billing AND mailing address incorrectly. All in all, the customer service is unhelpful, lies to customers, and I did not even receive the product or a refund for it"
"I bought a Fossil bag one year ago and the leather is still very beautifull but all the handels are falling. The screws don't last... The garanty last only one year so I needed to go to a shoes repair store twice and it cost me a lot. I think they lowered their quality with the years. I will not buy another fossil bag for shure."
"I bought one watch 8 month ago and it was rated to be water resistant to 100 meters but it flooded in the shower after about 2 weeks. I sent it back to be serviced via Metro Service Center and after about 2 weeks I got the same watch back with no water in it. This time I was careful with the watch and took it off before it would get wet (swimming, showering, etc.) and about a month after this one was received, there was fog forming on the inside of the watch. Apparently this watch is not even sealed enough to keep humid weather out. Eventually the fog condensed enough to form droplets and stain the inside of the face so I sent this one back too. This time Metro Service Center sent me the same watch back again with no water damage and a note that said that the watch was tested for water resistance to 100m. Great. Finally I have a watch that is water tight right? Wrong. Again, moisture accumulated from daily use and condensed on the inside of the watch face. I sent this watch and asked for a different model completely. They were generous and gave me the value of the watch plus a whopping $10 in store credit to use at Fossil. I just got the new watch (model CH2945) about 3 days ago and I loved it. This morning however, I noticed a slight rattling sound and noticed that a marker for one of the hours has come off and is not sliding around on the inside of the face and is hitting the hands and messing up the time that is displays. I am now fighting for a refund of the original purchase because I do not want to send this one back in another 3 times to no avail. I am done with Fossil. To summarize. I bought a watch, had to send it back 3 times and it was never fixed. I had that watch replaced by a new model and it broke after 3 days of use. DO NOT GIVE THEM YOUR BUSINESS. "
"Their customer service is absolutely horrendous! I went into a retail store in the park place mall a little over a week ago and purchased a watch. i used my card for the purchase and the money was taken out of my account pretty much instantly. last friday I decided that the watch wasn't for me after reading reviews on it. I returned it and they ran my return as credit and now I am stuck waiting 3-5 business days for the funds to be put back into my account. all the custer service people say is to check with my bank as they should see a pending credit on my account. So i checked with my bank and they said they can't see it until it posts. Their customer service just likes to push the blame off of them. They will gladly take your money but they don't want to give it back! Stay cleer of this company seriously, I have bought a few watches in the past but I am never going to shop here or buy another product from this company again, their customer service is just to shady. buyer beware, there are many great watch companies. Don't put yourself through this pain with this company! I wish I could give customer service something lower than 1 star"
"Charged my bank account twice erroneously because they didn't approve the billing (bank approved but fossil did not) and then went through third time, had bank remove other 2 charges (though fossil assure me they would drop off in 3-5 business days I was not happy letting $500 sit off my card for their issues) and then the following day I get charged AGAIN for processing funds for the items I already have a transaction for. I authorize a one time payment to be processed to my card, not to allow you $1000 in holding on my account for 3-5 days for a $250 order just because you decide to split the order up and ship it separately from different locations. Split the finances up in house. Do NOT send another fraudulent charge through on my card when an existing charge has already been placed and then explain to me that's "just how you do it" when no one in the world processes transactions this way. Never again Fossil. You just lost a customer for life over your horrible business practices and idiotic customer support who is further unable to comprehend or explain your shady business practices. Thanks to Chase Bank's great customer service I am not stuck without $750 for 3-5 business days while you twiddle your thumbs and don't care at all, but erroneously and repeatedly placing pending transactions over and over for a single authorized charge is absolutely insane. NEVER do business with Fossil online!"
"Worst website i ever seen. I bought one watch, the order didn't go though, however, the gift card money was charged. Then call the customer services, they said they would call back, but they never call back . They charged my 130 dollors from gift card. "
"It's always easy for me to find something I like on Fossil.com. The styles update every few months. All watches have an 11 year warranty and they have free shipping usually.I have pretty much always known Fossil for their watches but in the last few years they have come out with some other cool stuff. I have 3 Fossil shirts, a bag and given a bracelet as a gift. It's a great brand and a good value for the quality. No complaints with them so far."
"Bought a watch at the Fossil store yesterday. Opened today and it doesn't work. Dead, dead, dead. Called the store. Line was busy. Finally got through and they put me on hold for about 4 minutes before I hung up and called back. Since I live in another state, my only recourse is to ship the watch back and they'll put a battery in it. Since I paid cash, this is my only choice. I can only hope they'll send it back and not lose it. Keeping my fingers crossed."
"The customer service from Fossil is appalling - I can only hope that they go out of business. I saw a dress of theirs in US Weekly and went online to find it. In the magazine it was displayed as having a belt. In the pictures on the Fossil website, it was also depicted as having the same belt (different color dresses were shown with the same belt, also in different colors). I ordered the dress, and no belt came with it. It was frumpy and not flattering at all without the belt. I called to question about it and they said that the belt doesn't come with it. I said that it is false advertising, and all they were willing to offer was free shipping if I bought the belt. If you show a belt as coming with the belt in a printed magazine, as well as on your website, I expect the belt to come with the dress. The dress is going back and I will never, EVER shop at this store again. I only expect top-notch service these days as companies and sales people can be easily replaced - hopefully Fossil is one of the companies that go under before this recession turns around. "
"My story of three orders from Fossil.com:I Ordered a watch and wrist strap. Watch came without the strap. Contacted customer service (which replied quickly) who told me the strap was out of stock (still reported as "in stock" on the website) and that I would not be charged for the item, and to try ordering a different strap.I asked to cancel the order. They said orders can not be canceled.Watch arrived. Ordered another strap as advised.The other strap arrived. Then the one from the original order arrived. I'd been charged afterall.A year later, girlfriend ordered a "Philippe Starck" watch. It arrived obviously damaged. Ordered an RMA. They were out of stock of that, too.A third order was placed for some belts and a wallet. Nearly all Fossil wallets say "Genuine leather", but this one was some soft of fake vinyl. Technically it did not say "Genuine Leather", but it also had no mention of the materials. The belts arrived fine and are still in use.If you want something made by Fossil, drive to the nearest Fossil store. Their website is incompetently managed. It also saved my credit card information when I expressly unchecked the "Save credit card information" box.Avoid."