SmallBizGenius Analysis
Fossil faces criticism for poor customer service and product quality, with many customers reporting issues with warranties, repairs, and shipping; however, some customers praise in-store experiences.
Category Breakdown
Scores based on analysis of 96 recent reviews
Customer Service
2.0/10Customers frequently complain about Fossil's customer service, citing unhelpful representatives, ignored emails, and difficulties resolving issues. Many reviewers describe the customer service as "terrible" and "awful," with some feeling like they are dealing with automated responses rather than real people.
55 reviews mention thisShipping & Delivery
3.0/10Many reviewers report issues with shipping and delivery, including delayed orders, lack of communication, and items arriving damaged. Some customers paid for expedited shipping but experienced significant delays without receiving a refund for the shipping fee.
20 reviews mention thisProduct Quality
3.5/10Several reviewers express disappointment with the quality of Fossil products, noting that watches and jewelry break easily or malfunction shortly after purchase. Issues include watch hands falling off, bracelets falling apart, and condensation forming inside watches.
30 reviews mention thisReturns & Refunds
2.5/10Customers describe a frustrating returns and refunds process, with long delays, lost items, and difficulty getting their money back. Some reviewers report having to chase customer service for weeks or months to receive a refund.
25 reviews mention thisWarranty & Repairs
2.0/10Many customers express dissatisfaction with Fossil's warranty and repair services, citing high repair costs, denial of warranty claims, and long turnaround times. Some reviewers were offered a small discount on a new product instead of a repair or replacement.
20 reviews mention thisIn-Store Experience
8.0/10A few reviewers praise the in-store experience at Fossil locations, highlighting friendly and helpful staff. These positive experiences contrast sharply with the negative feedback regarding online orders and customer service.
8 reviews mention thisPros & Cons
What Customers Love
"Received the best service from your staff in the FOSSIL STORE STRATFORD the staff were attentive, informative, warm , friendly and provided a first class shopping experience."
"Just bought a watch via amazon, amazing quality good price very happy with it."
"I gifted Fossil watch getting from outlate store with very reasonable price my sister love d it."
"Ordered my boyfriend a watch on 30/05/24 and the watch has arrived today 05/06/24- which was well within the 4-8 working day estimation for UK delivery. The dispatch information was accurate and it was delivered in lovely packaging with no damage. The watch is exactly what I wanted and I am so pleased I got it engraved as it’s such a lovely touch."
Common Complaints
"Absolutely terrible customer service. I ordered a watch beginning of November, the delivery and condition of watch was not a problem but the return amd refund process was incredibly frustrating and took almost 2 months. Customer service were no help and just sent me automated emails instead of actual answers."
"Paid for expedited TWO DAY shipping and order sat around in processing for a week. Website states items shipped day of order or next day at latest. Customer services offered no refund on shipping fee..."
"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 warrantyThey offered to repair for more than I paid for the watch."
"Returned item NO refund months later.: I bought a hybrid smart watch and it SUCKED. Absolutely terrible. Wouldn't charge half the time, features didn't work, frequently showed the wrong time, etc."
"Warranty repair that costs 70% of brand new value of the watch: 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"
Common Questions About Fossil
Answers derived from customer review patterns
Is Fossil legit and trustworthy?
Based on 96 reviews, Fossil's legitimacy is not in question, but its trustworthiness is heavily debated. While the company does deliver products, a significant number of customers report negative experiences with customer service, shipping, and product quality. Many reviewers describe difficulties with returns, refunds, and warranty claims, raising concerns about the company's commitment to customer satisfaction. Potential buyers should proceed with caution and carefully consider the reported issues before making a purchase.
Based on 45 reviewsDoes Fossil have good customer service?
The overwhelming consensus from the reviews is that Fossil's customer service is poor. Many customers report unhelpful representatives, ignored emails, and difficulty resolving issues. Some reviewers describe the customer service as "terrible" and "awful," with some feeling like they are dealing with automated responses rather than real people. This is a major area of concern for potential customers.
Based on 55 reviewsIs Fossil worth it for small business?
Given the numerous negative reviews regarding customer service, product quality, and shipping issues, Fossil may not be a reliable choice for small businesses. The risk of receiving damaged or defective products, coupled with the potential for difficulties with returns and refunds, could create headaches for small business owners. While some reviewers praise in-store experiences, the online ordering process appears to be problematic. Small businesses may want to explore alternative options with more consistent positive feedback.
Based on 30 reviewsWhat is Fossil's return policy like?
Fossil's return policy is a frequent source of frustration for customers. Many reviewers report difficulties with the return process, including long delays, lost items, and trouble getting their money back. Some customers claim they had to chase customer service for weeks or months to receive a refund. While the stated return policy may seem reasonable, the actual experience appears to be inconsistent and often problematic.
Based on 25 reviewsWhy are Fossil orders often delayed?
Fossil orders are often delayed due to a combination of factors, including internal processing issues and problems with their shipping partners. Several reviewers mention that their orders sat in "processing" for extended periods, even when they paid for expedited shipping. Communication about these delays is often lacking, leaving customers frustrated and uncertain about the status of their orders.
Based on 20 reviewsLooking for Something Different?
Compare Fossil against 522 similar lifestyle & perks options.
View Alternatives