Watch store
UnclaimedFossil Company Headquarters
00 Likes
Primary Location
Amenities
Service options
Delivery
Accessibility
Wheelchair accessible entranceWheelchair accessible parking lot
Payments
Debit cardsNFC mobile payments
I recently placed an online order for a watch and, as there was some urgency in receiving same, paid an additional sum for Second Day Delivery.
According to the Fossil website, their Shipping Policy, dated 30 June 2021, states in part, "Orders placed by 12 pm CT Mon-Fri ship the same day, excluding holidays; otherwise they will be shipped the next business day. Orders requiring additional review may take up to 2 business days to process before shipping. Allow an additional 2 business days processing time for engraving, embossing and custom timepiece orders...
...TWO DAY - $12.95 Arrives in 2 business days.
Two-Day delivery is only available for orders with delivery addresses within the continental United States (excluding PO Boxes and Rural Routes)."
An email I received following the purchase noted I would receive another email when the watch shipped.
Shipping should have occurred on Monday, 20 September, the "next business day" following my purchase, and the watch should be arriving tomorrow, Wednesday, 22 September.
Fossil continues to show my order status as "in process".
One Customer Service Rep with whom I spoke put the phone down somewhere while he claimed to be checking on my order; I could hear dishes being moved around while I waited. He then returned to tell me my watch order was "in process."
I reached out via the Fossil contact form and, to date, heard nothing.
They did invite me to give my opinion of my experience with the first Customer Service Rep.
Another Customer Service Rep with whom I chatted online told me their shipping dates are estimates, I have to allow for processing, blamed the courier Fossil employs, and so on.
I phoned directly to Fossil HQ in Texas, spoke with another Rep who also could not help, only apologized.
This was my first purchase of a Fossil watch.
At this point there's no movement (no pun intended) on the watch shipping. I'm supposed to hear from a supervisor of some sort within 24 hours.
There is no understanding of their published shipping policy. There is no sense of empathy for the customer. There is no sense of urgency.
They took my money, and told me to wait until they get around to it.
Interesting, given the competitive market in which they engage.
Consider a different brand.
