So yesterday I bought a watch at Fossil. The saleswoman fitted it for me and suggested I wear it out of the store. Fast forward a few hours and I notice the watch nobs are digging into my hand and the time is significantly off. I then decide to return the watch because of these issues. Today, I take my receipt, the watch, and all it came with back to Fossil to get a different watch or my money back. After explaining why I was returning the watch, I was told Fossil does not accept returns/exchanges on worn merchandise. Instead, the two workers suggested I remove another link or wear the watch on my other wrist- both unacceptable suggestions IMO. After a lengthy back and forth conversation highlighted by the duo not being able to answer how I would know a watch fit/was comfortable without wearing it I had had enough. My patience worn thin, I whipped out my phone and Googled the customer support number for Fossil and was finally in contact with someone who wanted to help me rather than stand miserably behind a counter giving terrible alternatives to solving my problem. Not only was Daniella equally puzzled by what was going on, she was extremely sorry for how poorly the two employees handled their interaction with a customer. She resolved my issue, taking my information and passing it along to the district manager who should be in contact with me by the end of the week. The look on the employees face as I did all this in their empty store was almost worth the hassle.
Posted on: Tue, 23 Sep 2014 18:10:11 +0000
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