ASm
Just dreadful service from Skagen/Fossil
Bought my wife a Skagen watch for Christmas directly from Skagen’s own website. Watch didn’t work out of the box. Local watch repairer immediately diagnosed a dead battery. This, in itself, is very disappointing, but Skagen must be supplying watches with dead batteries on a regular basis, as there is mention of this possible event on their own website. They advise to pay for the battery to be replaced and then contact them for a refund. However, good luck obtaining said refund! After far too many emails I was finally told to specifically supply my bank details via a pdf (format) document. Why cannot they just take the relevant details from an email? In return I was told that a refund would be processed within 7-14 working days. Ha! After 16 working days I contacted their customer support yet again to remind them of their promise. I received back a standard email telling me to look at their FAQs again, literally starting the whole process again from scratch. After 17 working days I resent the email from the previous day, BUT THIS TIME COPYING IN THE CHAIRMAN AND CHIEF EXECUTIVE OF THE FOSSIL GROUP, whose name and email is very easy to find online. (People may not know, but brands like Skagen, Michael Kors and many more are all under the ownership of Fossil). I did the same after 18 working days and, surprise, surprise, my refund suddenly appeared in my bank account. Now, I appreciate we are not dealing with a huge sum here, but there is a principle involved of having to pay to get a brand new watch to work and then to navigate perhaps the poorest customer service that you will come across in a long while. So, if anybody else is owed a refund, do as I did. It may well work. And also consider doing what I will do in the future, and that is to never, ever purchase any item from any of the brands in the whole of the Fossil Group.