Fossil does not take customer service and dissatisfaction seriously! Horrific after service!

<p>I find myself having to write this review due to the frustration I have had to endure whilst dealing with the Fossil Repair Centre and Fossil SA.</p> <p>I handed my watch in for repairs at Fossil Sandton on 24th January 2017, requesting that the casing and strap be replaced and that I receive a quotation for the repair before they begin. A month later after indicating on the slip that the repair will be completed by the 14th February 2017, I had received no communication from either the Fossil Repair Centre nor Fossil Sandton with regards to a quotation on my requests. Surely a customer would not ask for a repair to be done without getting a quotation on the cost in order to weigh up the option of either repairing or replacing said item? </p> <p> At the end of February 2017 I contacted Fossil Sandton and only then did they informed me of the costs of the repair. I gave the go ahead to replace both the casing and strap and got confirmation I would receive my watch a week later. I was then asked to collect my watch on 17th March 2017. On arrival I found that the strap had not been replaced as requested and therefore my watch had to be sent back. I find it unprofessional that as I customer I had to be the one doing the follow ups, receiving no customer service in terms of feedback or time frames on delivery of my watch. </p> <p>As the watch was sent back again I contacted Manie at the Fossil Repair Centre on the 19th April 2017 as I was told my watch would be ready for collection. Manie said the store had my watch already and did not know why they hadn't contacted me to collected and that he would call me back, needless to say a week later and I had still not received ANY communication. I arrived at the Sandton store on the 19th April 2017 for the fourth time since I handed my watch in for repairs and was told my watch was there and ready, only to find that it did not arrive and they could not allocate it.</p> <p>The service received to date has been appalling I can't even find the words to describe how utterly disappointed I am. I was told for 4 months and counting that certain services would be met with however, no one from Fossil kept their word or timeframes.</p> <p>Four months later after handing my watch into Fossil for a simple repair I receive my watch with scratches on the face of the casing that I had requested to have replaced, that is ripping customers off. We pay for new parts and get damaged goods, had I have known my watch was going to be returned in the same if not worse condition then when I handed it to Fossil I would never have entrusted Fossil with my watch repair to begin with. It is ridiculous sending an item in to be repaired and it be returned in such condition.</p> <p>I was then given an option to send my watch back in for a fourth time to have this rectified or to have it replaced at less than half the value. Might I add if I paid R300 more than the repair cost I would have gotten a brand new watch and had I have known that I would have opted for the new watch as oppose to the unsettling experience I have had to endure and not to mention a waste of my time for the past 4 months.</p> <p> In conclusion I would have been forced into taking a watch for less than the value paid for mine alternatively I would have to send my watch back for repairs after 4 months of Fossil having my watch and all because of their incompetence and unprofessionalism.</p> <p>If my only options are more frustration or less value for my item then I choose neither. </p> <p>Fossil does not take customer service and dissatisfaction seriously. I have never experienced such disappointing service delivery and lack of interest in customer care.</p> <p>I had given Fossil the benefit as so many of my favourite items are from their brand, from watches to handbags to wallets to passport holders and more especially gifts to friends and family however, I will make sure I do not make the same mistake again and people should be aware of the same, the disgusting after service from Fossil. This simple request has become an extreme frustration, waste of my time and not to mention a poor reflection on Fossil. This entire experience just went from bad to worse with no relief to me as a loyal customer and if this is how Fossil operates then it is not a brand I trust or I want to be associated with.</p>