Fossil Group UK Reviews

My experience with Fossil was incredibly disappointing. I ordered a custom engraved watch for Valentine's Day 2025 but it stopped working just days later. Because of the engraving, I couldn't return it easily. Over the next year, Fossil tried fixing it three times. When that didn't work, they sent a replacement which also broke. I asked for a refund but the management wasn't helpful or professional. I also had to pay for my own shipping which they refused to cover. This whole ordeal has taken over a year and I'm still trying to get my refund sorted. I won't be shopping with Fossil again.

My watch works fine but the face got scratched, which is disappointing since it has sentimental meaning to me. I sent photos to Fossil as they instructed and they said they could fix it. After I mailed the watch in, they told me within two days that the glass can't be replaced. They offered 30% off a new watch but want to keep mine. When I asked for my watch back, I got worried they might have caused more damage during the repair attempt. It's been over a week with no watch returned. Multiple staff members have messaged me but nothing's actually happening. An apology isn't enough here. I just need my watch back. Based on this, I'd recommend going to a local jeweler instead because Fossil clearly doesn't care about their customers.

Great experience at the store. I went in needing a replacement watch strap and Marcus helped me find exactly what I needed. He was extremely professional and courteous throughout the whole interaction. Really impressed with how he represented your company.

They sent me a regular band instead of the original brand band, and it's way too masculine for me as a woman. The entire process took an unreasonable amount of time. It took almost 7 weeks just to get a band switched out.

I ordered a special watch as a gift for my son's 16th birthday with an engraving. It never arrived even though the delivery note said it was left at the address. Fossil doesn't care at all. This was such a meaningful present and now I have nothing to give him. Such a huge disappointment. I'm out £80 and my son got nothing for his special day. No apologies, no help, just rude responses from their team.

This is terrible. Honestly wouldn't even rate it 1 star. My order was placed 18 days ago and still nothing. The Royal Mail told me my package went missing but I can't get Fossil to refund me. They keep saying they'll get back to me by a certain date and then process the refund, but now they want me to fill out some form I haven't even received yet. Please don't shop with this company.

Terrible experience. I ordered 3 items online and got a shipping confirmation the next day. Two days later I got notified one item is unavailable. Days pass and the package still hasn't been picked up by the courier. I chatted with their online support and they said it hadn't shipped and I couldn't cancel anymore. Their leather items are really pricey but the quality is nowhere near brands like Osprey or Radley.

I placed an order for my husband's birthday gift. The status has said in process for 10 days now. After checking in, they said I need to send them a document saying I didn't receive it because it's lost. But how am I supposed to get a document for something that was never even shipped? I'm worried I won't see my money back since I don't have the energy to keep chasing them. Ordering from Fossil has been a letdown.

I ordered two phone bags together but Fossil charged me for each one separately through PayPal and shipped them separately too. I returned both because they were smaller than I needed. I selected both for return on the website and only got one return label from UPS. I mailed them back on June 19th and only got refunded for one bag. After half a dozen back and forth emails with customer service, they just stopped answering. I filed a complaint through Resolver and they stopped replying to that too. I escalated it and they ignored me again. I opened a case with PayPal and after some confusing exchanges because Fossil had credited the original refund to the wrong account, I finally received my money back today, 10 weeks after mailing the items. Their policy says 3 to 5 working days. I'm lucky I used PayPal or I never would have gotten my refund since they refused to work with me. I was always polite and professional in every message. I regret not checking reviews first but I assumed a big name brand would be reliable. The time and frustration I've wasted is ridiculous. I won't shop here again.

Really happy with the service! They kept me in the loop during the whole repair and my watch came back even faster than I expected. Definitely exceeded what I was hoping for.