Bought my wife the the Q hybrid smart watch back in March last year and she absolutely loved it. The battery lasted about six months before it needed to be replaced which was expected. Shortly after we replaced the battery her watch screen cracked :( it was right before Christmas so we didn't have time to get it fixed but we just came in to see about getting it repaired. They let us know that the screen wasn't protected by the warranty but that they'd send it out for repair and we'd just need to cover the shipping and handling. Which was fine by us; she loves the watch and we needed it fixed. Then the best thing happened one of the employees just said to see if they had it in stock(which they did) and they just took the broken one and gave us a new one! I couldn't believe it, by far the best customer service ever!! I'll definitely be back when it's time for me to get a new watch!! read more

5 stars for super friendly service 1 star for mis direction from the 800# operator that said I could return my online purchase here (one can not, it is an outlet store) so 3 stars for trying hard or worth a visit for a hard wearing leather wallet. read more

Initially, I called the store to be sure they did watch repair. I was surprised someone picked up after the first ring. The associate spoke, pleasantly and audibly, which nowadays in and of itself was nice but rare. 10 minutes later I walked in the store which was busier then normal but not surprising since we have almost a week before Christmas. The associate behind the counter was working with a customer but still greeted me, which again was very nice. Once I realized the associate who greeted me was the only one on the floor, I walked to the counter to patiently await my turn. The associate acknowledged me again and asked what he could help with... when I advised him I needed to drop my watch off, he immediately recognized that I had called prior. After finishing up with the customer he had been working with, he patiently walked me through the in-house/out-house process for getting my watch fixed. While completing the proper paperwork to have my band replaced, he provided all the costs and explained the procedure. When I brought up the fact that the customer service was living up to the Yelp reviews I had read about the store, he introduced himself as Moody--the one every has been "Yelping" about. He really is that pleasant. I know it sounds terrible, but I normally don't have an expectation of the customer service I get when I shop at PM but I have to say I was extremely impressed with the customer service I received from Fossil today! Kudos Fossil company for finding a rare one, treat him well! He works for it:) read more

I actually had a really great experience here. The employees I have interacted with have all been nice, and the store has really great deals. read more

I've been back and forth between this store and other Fossil stores, but I caught a great 4th of July sale and got two great watches. The staff is patient and put up with me trying every watch multiple times until I finally decided. You can really find great deals here. read more

I stopped in here to get the batteries replaced in 2 of my watches. Jeremy was super friendly and took great care of me. I'll be taking his advice and going to the Leesburg Fossil store to catch some deals on Michele watches and bands. Thanks Jeremy!!! read more

Went in to get my watch links adjusted. Justina helped me and she was seriously amazing. It was super quick, she was so friendly and didn't have any attitude when I asked her to do it over again one more time. If you go in and she's working, definitely find her :) read more

This location doesn't even deserve one star , the manager "moody" is disrespectful. Poor customer service , Never coming back here ever again. Moody stays moody read more

what a rude service i got...my friend and i went to the store to buy a watch but seem like the sales person was not friendly at all.

Love this store! Everyone is always super friendly and helpful. I buy all my MK watches here, they have the best prices and always stand behind them. I recently needed some links removed from a few of my watches after losing weight, they fixed them up with no questions asked. Great customer service experience read more

Went in to look at watches for my anniversary and was greatly helped by Jeremy. He called other stores to have it shipped to my house and it was a great price with 60% off. His help was greatly appreciated. Amanda also helped my best friend with her own watch and a gift for her mother. Would highly recommend the location. read more

Very proffesional staff and management, they handled the Black Friday event very well with great deals that were hard to refuse. Definitely will continue to purchase high quality watched from here. read more

I am a customer service manager at a retail office. I went to the fossil store in Potomac Mills Mall to exchange a watch which I had been given as a ChristmasGift. Nothing out of the ordinary, just prefered to find a watch slightly more to my liking. A nice young gentleman greeted me and then verified that I had all the proper receipts in order to exchange the purchase. After looking at the watches I decided on a particular Armani Exchange watch which I liked. Although the watch was approx. $50 more than the original $80 watch I was returning, I had no problem paying the difference,since I liked the watch more. The only issue that I had with this entire exchange, was that the sales person asked me if I would like the Box with my watch. Well, I'm a watch guy. I like watches. So if I'm not wearing a watch I'd prefer to have a box to put it in. Not to mention that I'm pretty sure that the watch was shipped to the Fossil store in a box, so wouldn't that mean that the watch,when purchased should come in a Box? NOT SO at Fossil. I was told I could purchase the box for an additional $8.00 since it was an Armani watch. I briefly tried to explain my thought on this with the people at the register including the manager,Since the watch that was originally purchased came in a box, which I returned to them with the watch. Why didn't I get a box with my watch? Thats like buying a pair of Gucci Sunglasses and then having to buy the case that comes with it. Anyway, I would have ranked the whole experience much higher had the management or staff attempted to make my experience better, but they did not attempt to. So this is why I rated this as 2 stars instead of 3 or even possibly 4. read more

Went in to exchange a watch I bought my husband for Christmas. Was told all Fossil watches were buy one get one free. Proceeded to pick out a new one for my husband as well as myself. Ask the prices on both watches and was told they were $77 and $70 respectively. I asked if the BOGO was of the sale price or the original and was told that it was off the sale price so I would be exchanging a $102 watch for a $77 watch and getting the $70 one for free? Was told yes that was correct. AWESOME! Only that wasn't the case. When they rang up the exchange and new watches I was told I owed $60. How is that possible if the new watch was $77 and the other new watch was free and I was returning a $102 watch? So the salesgirl gets a manager. Who proceeds to tell me that the BOGO was off the original price and not really BOGO but 50% of both watches. WHAT?!? So I told her what the sales girl told me and the salesgirl flat out LIED and said that was not what she said at all. The manager looks at me and says "I am sorry you can't understand how this sale works but what she told you is correct." WHAT?!? So I told them they could keep the "free" watch. And to give me my money back. Then she tries to tell me I am only getting $95 back because that's what the original watch cost. My receipt said $102 and she tried to tell me that was with tax and I would only get the price of the watch back. So another argument ensued and I finally get my correct refund. The people in this shop have NO clue what they are doing and are incredibly shady with their sales tactics. When you question them they argue. Don't shop here. read more