Complaints
This profile includes complaints for Fossil Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 79 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/18/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a ******** Watch from ********** Store (AUTHORIZED DEALER) several years ago. The watch needed some repairs to be done on it so I contacted ******** WATCH REPAIRS WHICH IS NOW OWNED BY FOSSIL WATCHES HEAD QUATERED IN *********. I PAID $47.17 FOR THE REPAIRS. ON 10/25/24 I WAS CONTACTD VIA EMAIL THAT MY WATCH WAS READY TO SHIP. ON 11/5/24 I RECEIVED AN EMAIL FROM ******** SUPPORT THAT MY WATCH HAD BEEN MISPLACED/LOST WITH A PROMISE TO ASSIST WITH FINDING THE SAME OR SIMILAR WATCH. ON 11/6/24 I WAS SENT A LINK TO A WEBSITE TO LOOK FOR THE SAME/ SIMILAR WATCH FOR REPLACEMENT. I GIVEN 3 CHOICES IN ORDER OF PREFERENCE. I REPLIED AS INSTRUCTED WITH MY CHOICES IN ORDER OF PREFERENCE. ******** HAS REFUSED TO REPLACE MY WATCH AS PROMISED INSTEAD ******** IS DEMANDING THAT I PAY FOR A REPLACEMENT WATCH. NOT ONLY HAVE I BEEN INCONVENIENCED ONCE BY ******** FOR LOSING MY WATCH I AM BEEN INCONVENIENCED ALL OVER AGAIN FOR A REPLACEMENT. I EXPECT A REPLACEMENT OR CASH REFUND AND APOLOGY FOR THE WAY I HAVE BEEN TREATED BY ********. FAILURE TO REFUND MY CASH VALUE/ REPLACE MY WATCH WILL BE CONSIDERED FRAUD AND SCAM BY FOSSIL.Business Response
Date: 11/19/2024
We have contacted the customer and will provide them with a replacement. Thank you!Initial Complaint
Date:11/14/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I order ******** watch september of this year and receive that in mid September on October month it was not functioning properly which I took to certified watch repair person in my area and they told me you need to send it for repair to the manufacturer because it's manufactured defect watch. Does not work upon contacting ********, watch or d fossil group. They told me it gonna take one or six weeks until they can repair and send it back in which regard I ask for speaking to the manager and from that moment. I contacted dem more than 10 times asking for the manager, which manager never called me back and they never solve my problem.I'm still waiting for my watch to speak with somebody from the management, because I ask them. Multiple times I will need more help in in this case because it's present for my fiance and I want that present to be on her hand instead of the repair shop because I spent over $3000 on a brand new watch and in a one month period it's already. Unfunctional Which is ridiculous and very frustrating? I would like to Better Business Bureau. Filer complain on my behalf and ask fossil group at least partial refund off my 3000 and up price tab plus repair of the watch as soon as possible. Because quality of their item and their customer ********************** Not worth good that amountBusiness Response
Date: 11/29/2024
Reached out to customer to find solutionCustomer Answer
Date: 11/29/2024
Unfortunately, because of merchandise, I bought from you was a gift to my loved one I cannot return it. That's why I will be interested in different solution. Because it was a very frustrating dealing with you and your companyBusiness Response
Date: 12/04/2024
We have contacted the customer to find a solution and are awaiting their response.Business Response
Date: 12/05/2024
We have contacted the customer to find a solution and are awaiting their response.Initial Complaint
Date:10/14/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello. So I placed an order Tues Oct 8 and wasn't able to use a $25 first time customer coupon. I decided to use the ******************** website chat feature and that was not helpful. As such, I asked to be transferred to a supervisor. A few days later I received an email stating that the $25 would be applied once the item ships. Not a great process for handling customer concerns but otherwise it was a positive result. Once I received the item I absolutely fell in love. The watch is beautiful! As such, I placed a 2nd order for the same watch in a different color. On Mon Oct 14, I placed an order and wasn't able to use a 10% coupon that I clipped directly from the Fossil website. I waited nearly 20 min to speak with someone on chat, and was told that there wasn't anything that can be done on this new order. What does that even mean? Why can't Fossil assist further? If I said that to my customers / patients I would be out of business and probably fined. Besides the arduous process of getting someone at Fossil to help, my other reason for making this formal complaint was to alert a decision maker at Fossil that the tax calculation is 100% inaccurate. I live in ***********, *** and since the item I received was shipped from **, the destination tax rate should be applied...which is 5.6%. Not only is the tax calculation incorrect, it's MORE THAN DOUBLE (@ 13%)!!! In closing, the tax calculation is completely inaccurate and in my estimate, given the fact I had to go to these lengths, I am owed an additional {$9.49 - ($73 x 5.6%)} + {$11.44 - ($88 x 5.6%) = $5.40 + $6.51 = $11.91. Added to which, I hope this amount can be added to the 10% coupon that should have been applied for a total of $11.91 + ($88 x 10%) = $19.91. At the end of the day, the product Fossil creates is beautiful, however, the customer care they provide in dealing with issues like the ones I detailed above are substandard and require further oversight.Business Response
Date: 10/16/2024
We have reached out to the customer.Customer Answer
Date: 10/16/2024
I am rejecting this response because: Hello Fossil.
Thank you for your response. Sadly, I cannot confirm the "settled" tax rate for my 2nd order due to the fact that it hasn't posted yet. Furthermore, I'd like to add that the tax rate reflected on the invoice should mirror local and state taxes and the fact that it does not promotes a poor user shopping experience and opens ******************** up to third party complaints such as this. In closing, the mere fact that Fossil is arguing with a customer over an $8 coupon is ABSURD! From a technical website perspective, if the coupon was displayed and successfully clipped, it should have been added to the cart. The term for this is BAIT & SWITCH and is frowned upon by every single third party regulatory agency.
I will be leaving 1 star reviews for this interaction with Fossil and their inability to stand behind their website offers. In the future, I will be sure to steer clear of Fossil products since their customer ********************** is clearly lacking integrity.Business Response
Date: 10/16/2024
We have reached out to the customer to provide further solutions to the complaint at hand.Business Response
Date: 10/17/2024
We have contacted the customer and resolved the complaint.Initial Complaint
Date:10/14/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 27th Sept'24, purchased Fossil watch (BQ3181) from Neumenster Out let & sales person stated that first two elements / links of strap can be added free of cost across the globe. Upon arrival in *****, i checked with many stores & every store is asking for the money which is more than the half price of the watch. to my surprise, why your store manager sites the false commitment just to increase the sales. It may please be noted that this watch is purchased to gift to my spouse and now with this condition, i'm not able to gift this to her. This is brining a very bad image of Fossil and i request to immediately attend this issue and resolve at the earliestBusiness Response
Date: 10/16/2024
we have contacted the customer.Initial Complaint
Date:10/09/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a cracked ******* **** watch that I love. I reached out to ******* **** about a repair. I first called them and was provided an email. I emailed than was given a site to put repair request in. In all my correspondences I asked if my model is still able to be repaired. In the phone call and the email the answer was yes. When I went to the site my model was listed as a repairable option. I put a repair request in and it was accepted I was told to mail my watch to them for repair. I spent $40 mailing the watch to ******* ****. They had my watch and looked at and sent it back unrepaired. The reason is that they no longer repair my model. I just really want to get this watch fixed. Its unacceptable they misled me into thinking they can fix my watch. Especially causing me to spend money not to get it fixed.Business Response
Date: 10/10/2024
We have contacted the customer and are awaiting a response.Customer Answer
Date: 10/14/2024
I have reviewed the business’ response and accept this
resolution.Initial Complaint
Date:08/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new Hybrid Smart watch from Fossil on August 12, 2023. I had the watch and loved it until November of 2023 when the watch began having issues with not charging. As the watch was only 3 months old and this issue was covered under warranty I decided the best option was to send it in to the Fossil Repair center to be fixed. I sent the watch in following all of the instructions given and received a notification that the repair was in progress. After a month of no contact from Fossil I called to inquire about the repair status, customer support stated that the watch was un-repairable and a replacement was going to be shipped. After confirming my new shipping address the call was ended. The hybrid watch was then out of stock and months later I called back again. Customer support again stated that a replacement watch would be sent, but as there weren't any hybrid smart watches available I requested if my original watch could be returned to me, they said it had most likely been sent to be recycled and was no longer available. The best they could offer me was a watch of equal or lesser value from the online site, or a one time offer of a gift cart to Fossil equal to the watches value. I do not want to do any more business with this company, I do not want a "store credit" gift card for a company that no longer sells the product I want and a product that was not even 6 months old before it started having issues. I just want my money back so I can take my business elsewhere.Business Response
Date: 08/27/2024
We have contacted the customer and are awaiting a response.Business Response
Date: 09/04/2024
We have contacted the customer and resolved the complaint to satisfaction.Initial Complaint
Date:07/23/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I wanted a hybrid smartwatch and after researching, decided that the ****** Hybrid Gen 6 by Fossil was the one I liked the best.I purchased and it was delivered 10/7/23.Six months later, the app to track my sleep and fitness stats stopped working (Fossil case #********) , and then the smartwatch stopped taking a charge (Fossil case #********).I contacted Fossil, returned the watch for repair and was told that even though the watch was still under warranty, it could not be repaired, Fossil no longer offers a smartwatch, and I was refused a refund (Fossil case #********).I would like a refund so that I can use that money for the smartwatch I recently purchased: Garmin hybrid smartwatch Vivomove Sport, order #************.Business Response
Date: 07/26/2024
We have contacted the customer and are awaiting a response.Initial Complaint
Date:07/19/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Two weeks ago, I took six watches to my local Fossil store for what I thought would be a simple battery replacement. Initially, everything seemed fine as the watches were functioning when I left the store. However, just hours later, they all stopped working. I returned to the store suspecting a bad batch of batteries. The store replaced the batteries again, but the watches ceased functioning after a few hours.I reached out to the store once more, only to be informed that I would need to pay for shipping and repairs since the watches were out of warranty. This was surprising because I was under the impression that these watches had a lifetime warranty, as stated at the time of purchase. However, the store clerk explained that the warranty policy had changed to only two years from the date of purchase.Now, I find myself with $800 to $1000 worth of watches that no longer work, despite never having submerged them in water and only using them as regular, interchangeable accessories.Business Response
Date: 08/06/2024
Reached out to customer.Initial Complaint
Date:07/18/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Fossil Limited ************** Santa Clause-2 wristwatch required the following repairs: Crystal *********** due to cracking, Watch band ***********. Order placed for listed repairs. Order specified watch details. An invoice to ship was generated by Fossil. To avoid unnecessary cost I confirmed availability of parts being on site with fossil rep. ********** limited edition item. All codes printed on the watch with crystal ***** provided during call. Followed all instructions provided in the repair order. Purchased special box, packaging and had *** package the box to ensure safety. Shipped, insured and signature requested cost $50. Fossil received 7/10/'24. No repair update after confirmation of receipt. Email from *** 7/17/'24 of package on way. No communication by Fossil to me regarding any repairs. No confirmation of package being properly insured for todays *********** value. No confirmation that I would even be home to receive package. I reached out and was Advised 7/18/'24 by: Customer ********************** online that watch was limited edition and therefore unable to repair. Customer ********************** phone stated same. Fossil was advised of this BEFORE item was shipped. Refused to provide supervisor. Called ************ Phone number does not work. Two solutions: 1. Need item repaired as confirmed it could be done 2. Fossil needs to obtain the same style collectors watch for me. It is available at: craftsnclocks.com The Santa Clause 2 Watch Set Fossil Limited Edition.Business Response
Date: 08/06/2024
We have reached out to customer.Initial Complaint
Date:07/18/2024
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I mailed my Fossil watch I bought approximately $200 over 5years ago with SKU CH3030 for crown repair on February 26, 2024. The Repair Request # is RP808696US, I paid $41.06 for the repair. Till date I have not received my watch. I called the customer *********************** more than 15 times, but they could do nothing about it. They told me my watch was lost in transit. I agreed for replacement with the same type of watch I saw on their website with SKU: FS6047. They are unwilling to replace my watch with the same watch i sent for repair. They under value my as $155. If they cannot replace my watch with same watch, I sent for repair they should find my original watch and send it back to me. My watch and the money i paid for repair is gone and they are unwilling to assist me about these issues till date.Business Response
Date: 07/23/2024
Have reached out to customer.Customer Answer
Date: 07/31/2024
I have reviewed the business response and accept this resolution. The replacement watch was mailed to me and I received it today
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