fossil watches Complaints & Reviews

I had a Fossil wristwatch: CH2990. I bought it a few years ago from a retail shop: Watch Station, Indira Nagar, Bengaluru. The actual cost of it was ₹13000. But, there was an offer and I bought it for over ₹8000.

Recently, there were some minor scratches on its glass and the strap got torn. I, therefore, handed it to Mr Viraj at Fossil Exclusive Store, Pheonix Mall, Pune for repair service of the watch on 13 June 2022. He said their server was down at that time and asked me to take a picture of the service card and my watch (attached). So, I got the email from them with the service form on 15th June 2022 (attached) Service Order No.: SVO425686. Email case No.: 04789434. But, when I checked on the Fossil Care website: https://www.fossilcare.com/my-repairs/, they mentioned that the watch had stoppage issue. They were wrong about it. It was working perfectly fine. I emailed them regarding that and they also confirmed that the watch was fine except that they will be changing the glass and strap (email screenshots attached).

It has been a very long time without their response. A few weeks back I spoke to their customer care. They said that my watch had stoppage issue and cannot be repaired so they will give me a depreciation voucher worth 2079 rupees for that and I have to buy a new watch (screenshot of Fossil care website repair summary is attached). I emailed them that they were committing fraud but they haven't responded yet. I also chatted with their customer care. Mr Abhishek (from customer care chat) told me that he will look into it 12 days ago. I have the chat transcript as well. So far, there is no response.

Refer to their emails' screenshots and service forms. It was very clear that the watch was working perfectly fine and there was no stoppage. I only needed Strap and glass change because of scratches. There was no breakage of any sort. If there is now, their technician might have done it. And they are stealing my watch. This is Fraud. I am also attaching the picture I had taken while I submitted the watch at Fossil Store and the receipt I received from them. There is no mention and proof of stoppage or any kind of breakage. I need my watch in perfect condition now. They took too much time and are trying to scam me. There was no intimation from their end as well.

I placed an order on 5 august worth rs 12, 000. On 12 august, they took the product back since i placed a return request.

Since then it has been more than 20 days and i've called customer support like 3-4 times to ask about refund. They always say it will be processed in 5 business days. Now nobody is responding on mails or calls.

HI,
FOSSIL TEAM.
THIS IS IN REGARD OF A COMPLAIN WHICH I WOULD LIKE TO ADDRESS, I HAVE BOUGHT FOSSIL WATCH VARIANT NUMBER FOME1123 CLUSTER FOSLG FOR MRP 9995 FROM HELIOS STORE DP ROAD, AUNDH, PUNE ON 31ST DEC 2012 TIME 18:31.
ON 1ST I OBSERVED THAT THE DATE WENT BACK ON 30TH DEC, INSTEAD OF MOVING FORWARD TO 1ST,I KEPT THE WATCH UNDER OBSERVATION FOR 1 DAY. AND REPORTED MY PROBLEM TO THE STORE ON 2ND OF JAN, ASKING FOR THE REPLACEMENT AS THEY HAVE GIVEN ME A DEFECTED PIECE AT FIRST PLACE, SPENDING 9995 ON A WATCH AND EXPERIENCING SUCH ISSUE WITHIN 24 HOUR , HAS NO OTHER RESOLUTION APART FROM REPLACEMENT,IF CUSTOMER SATISFACTION IS CONSIDERED, HOWEVER I GOT A DIFFERENT ANSWER FROM THE STORE, THEY SAID THEY WILL RECTIFY IT.. BUT MY QUESTION IS WHY FOSSIL CANNOT REPLACE IT AND GIVE ME A NEW ONE??, CONSIDERING CUSTOMER SATISFACTION IN MIND . ITS JUST BEEN TWO DAYS I BOUGHT IT. I WANT THE REPLACEMENT OF THE WATCH. AFTER THE CLOSE OBSERVATION STORE COME UP WITH COMPLAINTS WITH THE WATCH LIKE LEATHER USED, MINOR SCRACHES. SO THEY REFUSE TO REPLACE IT.. BUT THE Y DONT UNDERSTAND THEY HAVE GIVEN ME A FAULTY PRODUCT. AND THEY WANT ME TO ACCEPT THE REPAIRED WATCH.. I HOPE FOSSIL TEAM WILL DO SOME THING FOR REPLACEMENT TO KEEP THEIR CUSTOMER HAPPY..
PRODUCT DETAILS :- FOME1123
HELIOS STORE AUNDH, PUNE
Shipra Dhingra
shipra.[protected]@yahoo.com