Business ProfileforFossil Group, Inc.

I sent in a fine watch (******* watch model# CSX33 with diamonds) for a battery replacement on 6/14/2022 to Fossil Group Services (Repair Order Number PO# RP692618US). Shortly after, I received an email stating that the watch repair was complete and they were waiting for *** carrier to pick up the watch. However after this email, I never heard back from ** and the watch never made it back to me. I initially thought it was strange that it was taking so long, however, the ** website still showed the tracking status as it was waiting for it to be picked up by ***... and it still shows as the same status even in 2024. When I reached out to Fossil Group Services, they said it has been more than three months since the repair was complete, they cannot do anything about it. When I asked if it actually was picked up by *** and whether I should check with ***, they could not answer. No one from Fossil was able to help find the watch or provide an explanation on the lost watch. Was it lost on the repair property? Was it lost while it was making its way back through ***? I understand that I should have followed up sooner. Since this is a fine watch, I rarely wear it and trusted that a reputable company like Fossil would surely send it back once the repair was completed. After months of going back and forth with 5 different agents, ** came back and offered $375 store credit. The watch is worth at least $2500, and it has an important sentimental value as it was given by my husband as the first present ever. I cannot believe the company's lack of care for customers and not owning up to their responsibility, which is to service the watch and return it back to the customer. I would like the watch to be replaced or compensated for the fair amount for the watch.