I’m extremely disappointed with this website and their service. I ordered a watch more than a week ago as a birthday gift for my daughter and sister. After waiting all this time, I was finally informed that the watch was actually out of stock. This was incredibly frustrating and upsetting because I had planned a special surprise — gifting the… Read more
same watch to an aunt-and-niece duo. Because they failed to properly manage their stock and only informed me after more than a week, my entire surprise was ruined.
Customers deserve to know about stock availability before placing an order, not after waiting days for an item that was never available.
I genuinely regret ordering from this website and would not recommend it to anyone. Very disappointing and unprofessional experience.
Don't believe they claims about sending orders within 1-2 business days order still sitting in they warehouse after 2 business days god only knows when i'll get it as it hasn't been picked up yet.Thanks for screwing me arounsd as i needed these for a present but to late. now i don't have time to go and buy something else what a joke won't be… Read more
buying again from these clowns and after reading all the 1 star reviews i shouldn't have.Once again thanks for screwing me over and Fair trading will be in contact.
ordered the watch sunday night. website says next day delivery. so expecting it tuesday, come wednesday to friday status still processing. called and emailed customer service, still said processing. then friday afternoon emailed me that item is out of stock. it was in stock when i ordered then after 5days it was out of stock. will never ever order with fossil again. worst customer service as well. Show details
Reviews with attachments
Fossil Hybrid Hr not charging – After using Fossils hybrid hr for 2 month it lost it’s charging capability Show details · 1
Terrible Watch - Terrible Experience – Bought a Hybrid smartwatch last year April which has a display that has now become completely greyed out and eligible. Loved the watch until this became an issue that couldn't be ignored. I waited quite some time to buy myself a new watch and wasted $350 on a piece of garbage. Fossils version of customer service was to offer me the chance to spend more money with them and buy a traditional watch at 50%. I won't be spending another cent with them. Show details
Lived with this purse for (I think) over 15 years – My aunty bought this purse for me over 15ish years ago. It has served me well. Am retiring her now. Need to give this awesome purse a review. Show reply
- +1
Less than helpful – Purchased stainless steel mechanical watch. Faulty pin. Pointless customer service! Show details
Great Watch & Wallet – I have a fossil smartwatch and a fossil wallet and the are both awesome, the smartwatch it good quality and looks stylish and works great And the wallet is nice and neat and looks well made I'd definitely recommend Fossil to any of my friends and family Show details · 1
Positive reviews
FANTASTIC COMPANY TO ORDER FROM – Absolutely amazing online experience, express overnight delivery of my order from Sydney to Melbourne. Beautiful products and the prices of their outlet items just can not be beat, who doesn't love a bargain right. I highly recommend this company to everyone thank you so much Fossil. Show details · 1
Perfect, love it! – I love love love my small Penrose Wallet, absolutely perfect. Excellent quality the leather is just gorgeous and a heavy well made gold chain. Fast delivery took two days. Show details · 1
Best wallet i have ever had – I love leather products and I’m very selective when it comes to shoes or bags etc. fossil wallet that I own has been the best so far. Stylist high quality leather looks and feels great. Definitely recommended Show details · 1
Negative reviews
So, i paid a good amount for a watch. The estimated delivery time was 2 business days at max. It has been 4 days still no delivery. When i contacted them , they said they dont know its been processed bla bla. They do not even have the capacity to contact the delivery team. I paid for express. I then had to go back to my country without the watch. LIAR WEBSITE
Very disappointing product and service. I have two fossil watches and had always thought the brand to be one of quality. Was so disappointed when my first leather band broke at the face pin area, within a month of wearing! A band replacement cost me $80. I then had ordered another watch, arriving with the tiniest band, I then had to remind… Read more
fossil of their two watch links free policy on a new purchase, and ordered, and paid for a further two links to avoid any future issues. These links arrived without any pins! POOR SERVICE! Doubt ill order again
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Fossil is in breach of ACL. Will take up further with management. Staff are extremely rude. Will do anything to avoid fixing a wallet that is falling apart within 1 year of buying brand new. Company is a joke. Never buy fossil crap. Show details
Recent reviews
Fossil is in breach of ACL. Will take up further with management. Staff are extremely rude. Will do anything to avoid fixing a wallet that is falling apart within 1 year of buying brand new. Company is a joke. Never buy fossil trash. Show details
AVOID AT ALL COSTS – Company is a scam. Falsely advertising an item online with isnt in stock. 3 weeks later company is still showing as in stock Show details
Hi Harry, Thank you for bringing this to our attention.… Read more (+2 replies)
Terrible customer service and brand – Terrible customer service and brand. I returned a 'smart' watch that clearly had a software issue and they said they could not fix it, and offered me a 50% off RRP voucher, whilst they actually had a 60% off offer on the same range to the public. Terrible. Would never buy anything from them again and trying to warn others of this. Show details
Hi Tim K, Thank you for leaving your comments and feedback… Read more
Poor warranty and poor service – Purchased a watch online in June which broke in July. Sent back for warranty in September. Received an email in October stating that the warranty will not be honoured as the crown was bent. No impact or damage to the watch and broke during normal use. Customer service were stuck in their position so referred the case to fair trading. My advice don't argue, if fossil won't stand by their product refer them straight to fair trading Show details
Awful watch, awful service – I bought a Gen 6 watch and LOVED it, fantastic watch and great tracking. But then I started to notice it was getting harder and harder to read. So I reached out to Fossil and they said “put in a warranty claim” so I asked how long and after a week they said probably two months. So I specially bought a tracking watch that I don’t need to charge… Read more
every day, but Fossil think it’s ok if I miss eight weeks! Again I loved this watch but it will now head to the tip and I’ll buy a decent brand.
If you’re thinking of buying this watch please don’t.
Cheers,
Murph
Dear Murph, thanks for sharing your feedback. We’re sorry… Read more
Handbag ... have tried every method to contact Fossil – I'm explaining yet again ... via text and email ... I was bought a second large harper cross body bag for Christmas. It is substandard to the first one, with the flap cover peeling away creating a pocket- my understanding it is still under warranty. I'm so disappointed with the text/email service ... I've gone round in circles for the last 3-4 weeks. I'd just like someone to own this and respond accordingly. Show details
Hi Tracey, Thank you for leaving your review. We note… Read more (+2 replies)
smartwatches are shiyte – got a smartwatch. battery lasts 3 hours of a day max. glitches out trying to do the most basic of functions. do not recommend. customer service is useless. Show details
GEN 6 FOSSIL SMARTWATCH SENT TO METRO SERVICE CENTRE WITH FAULTY CROWN – Crown on watch no longer worked. Sent to Service Centre at my expense on 30/12/2022. Received SMS on 11/1/2023 that watch repairs were underway and a 4-6 week time frame was to be expected. Heard nothing more so sent and email on 12/2/2023 to find out the current status of the watch. A return email was received on 13/2/2023 stating that damage… Read more
has now been assessed as "collision force damage" and parts are unavailable at present to repair your watch. This "collision force damage" according to the technician is due to external factors. Whilst they now can no longer repair the watch they are offering that I part exchange my watch and purchase a replacement watch with a discount. The discount being 50% off the recommended retail value. This is an offer in exchange for my current watch that has a faulty crown. This is absurd and absolutely disgusting customer service. This 6 month old watch cost $550 and I am now being asked to replace if by paying another 50% of the original value of the faulty watch. A reply to my email questioning this offer and an explanation as to how the repairs that were supposed to be underway has transpired has still not been received.
Hi Jo B, Thank you for leaving your comments and feedback… Read more (+6 replies)
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A cheap watch offering good profit margins – Recently purchased a Fossil watch, leather band, black face. Looks good but obviously from watch factories in china producing goods for the likes of wish.com and Alibaba. Have a few watches from China which are much better quality. The particular one I purchased would cost around $50 in China, here online in Australia you will pay around $280-350.… Read more
Stick with Citizen or Seiko and avoid Fossil. Hands non luminous, leather band ok, cheap movement and internals.
Thank you for leaving your comments and feedback regarding… Read more
Fine if nothing goes wrong – Sold a faulty watch and now I have to arrange and pay for it to go in for a 'repair'. This seems absurd.
Hi Lara, Thanks for leaving your review. Your feedback is… Read more (+5 replies)
Very disappointed with leather quality for everyday use – I had 3 genuine fossil products. A watch which was a gift and a ladies wallet bought from leading department store and a black leather ladies handbag from fossil online. All 3 very disappointing. The watch lost time from the start not a battery problem. The light tan wallet started losing the outer leather skin almost within 3 months. Became very… Read more
dirty looking. It was still functual but looked awful. I bought a black cross body bag online from fossil. It became shabby with wear marks on corners and eventually wore holes in leather corners. The leather is way too soft and unsustainable for everyday use. I look after things and feel that the products were not up to the price bracket they are sold for. I would probably look at other brands in that price range in future.
Dear Lynn, thanks for sharing your feedback. We’re sorry… Read more
Shocking Customer Service from Service Centre – I have had two fossil watches. The first one was fantastic, the second terrible. The second watch is less than 12 months old and have had continual problems. No service at all from online or telephone customer service. Don't buy the product if you are expecting after sales service. Show details
Buyer beware style over substance – My husband and I purchased a hybrid smart watch for each other for Christmas. The ladies watch was activated late 26th December and by morning there was a thickness crack in the watch face. Response from the customer service dept on line has been virtually non existent and total indifference. Now its the 6th January and the mens watch has a… Read more
crack in the watch face too. Given they are meant to be for active adults, the watches are not fit for purpose. Now the battle will begin for customer satisfaction.
Unacceptable – I ordered a Fossil bag which I never received. Twenty days later when I called the customer care I was advised the order is cancelled because they didn't have stock. Fossil never communicated with me that my order is cancelled. the next day of my order Fossil website had this item available for sale, I checked it personally because i was looking… Read more
into buying second bag. today also its is showing the item for sale on website. when I mentioned this to the customer care lady she told me I should have read the terms and condition prior to ordering as Fossil can cancel the order anytime they like and she hung up on me. this is utterly disappointing.
Thank you for leaving your comments. We are sorry to hear… Read more
- +2
Online customer 'care' does just the opposite – Spent $12.50 on post to return an item worth $29, and on top of it I had to go though very unpleasant and rude conversation with the customer care. Whoever who is reading this, and planning to purchase Fossil items from their site, get to know that it cannot be customised, you cannot cancel the order even after a minute or 2. You cannot return it… Read more
in one of their stores, you'll have to spend $12.50 on that item and post it back no matter what the reason is. On top of it if you happen to call / mail the customer care, you'll be treated badly.
I bought something that was customised in store last time. As it could not be done online, I contacted the customer support as soon as I finished the purchase. They said that it cannot be done for online purchases, I cannot get it done from a store also, as it's an online purchase. Since I had no option I wanted to cancel the order as it wasn't dispatched or processed, but I was told that it cannot be done. So I had no other option than to return. Apart from that, they were rude to the max from the beginning, even before I started explaining the full issue. I felt that they were not keen on listening to anything, but their goal was to just put an end to the conversation ASAP by being rude or telling that it's mentioned in their rules and regulations or repeating 'when it comes to online purchase, what you see is what you get'. They kept interrupting in between without listening. Answered with too much of attitude and didn't serve the purpose of a customer care line. The main concerns about the online purchase, returns and exchanges, amount involved aren't given as simple points in one page like in most of the other websites. Their rules and regulations in their site are linked to one another and even after wasting a lot of time diving into that ocean, I never found out that I need to pay $12.50 for a local return, until I filled the form they have for returning (and it took me to the payment page at the very end of the step only). Again I called the customer care line to verify that, and to ask if I can return it at a store. I was served in an even more rude manner. When I finally said that I'll have to leave a negative review of this to make others aware of their hidden policies of online purchasing Vs in-store purchasing, I was again interrupted in between, and told "sureeee, go ahead". So here I am, going ahead with this review.
I wasn't even treated as another human being. An automated chat system with a bot will do better. Have been buying Fossil products for a long time, but will never sight that side anymore. I don't even feel like using my existing fossil watches and bags, as I have zero respect for this brand and seeing that name is just irritating.
Hope this helps some people to prevent disappointment, annoyance and loss of money and time.
Fossil, even if you have a totally different approach for online purchasing, or can't list out the main points of your policies in a customer friendly manner, it'll be fine if your customer care can explain those to the customer and treat them with respect.
Update: Their leather handbags are also a joke. I purchased a handbag from them, and it began peeling off like PU leather shortly after. Notably, my PU leather bags lasted longer before peeling. Upon visiting the store, they explained that the issue was due to the material having only a top layer of leather, which inevitably peels off. As a gesture of goodwill, they offered me a 50% discount on a future purchase. However, this handbag held sentimental value as it was engraved with our names for our anniversary. I am dismayed that a $350 item proved to be of such poor quality. In comparison, my $30 PU leather bags demonstrated better durability. What is the justification behind marketing these handbags as genuine leather when only the top layer is leather, knowing that it will eventually peel?
Thank you for leaving your comments. We are sorry for… Read more (+6 replies)
Fossil Online Team is a SCAM! BEWARE! – I am writing to report how disgusted I am with the service from Fossil Australia. My concern has been ongoing since 3rd May 2021. I had a faulty Fossil smartwatch which I took to the Fossil store in the West Perth store. The lady there refused to help me and asked me to call Fossil directly. She also mentioned that the ladies at the call centre… Read more
don't like it if the store staff help customers with repairs. I rang the Fossil customer care number as advised and was told that I could have given the watch at the Fossil store. The lady sent me a repair form which I completed and went back to the store to submit my watch.
Customer care team contacted me regarding the watch when they received it and said they were unable to repair it, however they could offer me a new watch at 50% discount. The lady Margaret kept following up with me on my selection everyday as if it was a limited deal. I went to the Fossil Perth Airport store, picked a watch and sent my selection alongwith the payment and delivery details on 8 June. I was told that the watch has been dispatched. I received no tracking number. I kept sending emails but no response whatsoever.
I called customer care on 21 June to cancel my order since there was no sign of the watch. The lady Maria was the most rude customer care representative I have ever spoken to. She said there was a problem with the system and they didn't accept the address provided and hence the watch had not been sent. I requested her to cancel my order which she refused. I then received an email with my tracking details. I have been tracking my order with StarTrack and their response is "Our scanning indicates that the label has been generated but the item has not yet been dispatched from the sender. Please contact the sender and obtain an estimated time of arrival."
This clearly means that even after a confirmation email and tracking number sent on 21 June, my watch hasn't even been sent to StarTrack as yet. This is the most shocking online service I have come across. I would like to cancel my order, my money refunded and my faulty watch returned and I want nothing to do with the Fossil Group. I am so disappointed and this transaction has caused me immense amount of stress.
HI Chandni, Thank you for leaving your feedback and for… Read more
Outdated returns policy and worst customer service – Bought this as a gift for an event that unfortunately was postponed due to covid. Requested a CREDIT outside of 30 days because the recipient preferred another style and they said no with no consideration of the circumstances. Box is unopened. Ridiculous!! Won't be buying from them again.
Thank you for leaving your comments. Please provide your… Read more (+5 replies)
Horrible customer experience – I had received a watch not functioning properly. Upon excessive conflicts between the customer representative I was "granted" a free battery replacement which to be fair seemed far stretched as nobody would expect a new watch to be broken. I had sent the watch on 13th November and they started working on it on 25th November. Since then I have sent… Read more
countless emails and phone calls to the customer service to receive updates on the watch. Latest was 2 weeks more after keeping the watch for 4 weeks. I still haven't received it nor has it shipped. I don't understand why would a simple battery replacement take 6 weeks? Horrible experience with a brand so renowned.
Thank you for leaving your comments. We are sorry to hear… Read more (+4 replies)
Sent Watch for repair and not received confirmation receipt, it’s delivered to the correct address for repair 3 days ago – I purchased a smart watch 6months ago and it is faulty, Fossil customer service said send it to there Frenchs Forrest repair centre and will take 4-6 weeks to fix. I was told once delivered to the repair centre I will receive a sms confirmation to show it’s been received and I tracked my package through Australia post and it was delivered 6am… Read more
Tuesday 19th Jan 2021 and it’s now close of business Thursday 21st and still no confirmation sent. None of your phone numbers work which worries me Please respond ASAP and have this resolved
Thanks Christopher Waters
HI Christopher, We are sorry that you could not get… Read more
Received watch not operational – I purchased a standard minimalist watch just before Christmas. Upon receiving it we realised it doesn't work at all. I emailed the company asking for a resolution as when I buy a product I don't believe in having to repair it/fork out money on it instantly. Their response was that they can't help, as they're only dedicated to smart watches!? Dumb… Read more
logic, if you sell a product, sell it in operable condition, or state otherwise that batteries won't be included. Appalling service and such a waste of my money.
Hi Lauren, Fossil watches are sold under a 2 year… Read more (+3 replies)
Watch not working since receiving it in the mail – Bought online When I got the watch in the mail, it was out of its box, everything was open in its packaging box.... The watch does not work. I took it to a jeweller thinking it was the battery.. The jeweller explained that there is something wrong with the watch.. From 20/12/2020 Ive been calling.. Cannot get a hold of anyone on the phone at fossil. I’ve sent an email to there customer care... nothing! Show details
Hi Andrea, We are sorry that your enquiry has not been… Read more
Thank you for leaving your comments and feedback regarding… Read more (+2 replies)