Fossil Store

Abysmal manager, which is really too bad. Love and collect their watches and wallets, and found the regular staff outstanding. But the manager at this store is abysmal, and I have had issues more than once. A watch under warranty stopped working and staff reassured me that it was under warranty and would be fixed for only shipping charges. I was worried I didn’t have the receipt (it was a gift), but was again reassured. I signed a form and they shipped it. Weeks passed, no word, so when I was at Rideau I spontaneously stopped at the store and asked if they could track it. Manager said they had no responsibility for that - and without the card they gave me at the time they couldn’t. I didn’t have the card on me at the time, but was blown away that in today’s era they couldn’t track it with the email and phone number I had provided. But - okay, the card was at home so I would look for it. However, I was surprised by the enthusiasm and zest of the manager to underline how she couldn’t help....yikes. Fast forward to weeks later my watch comes in the mail, complete with a $70 bill. I called the store. Same manager eagerly passes off responsibility to the service centre, tells me I should have been asked to provide proof of purchase (I wasn’t asked to, and indeed at the time reiterated I didn’t have it), and that it still wasn’t her problem and I should deal with the service centre. She was unprofessional, eager to be obstructionist, and I honestly felt bad that the service centre and a customer was being held responsible for a store’s error. I did deal with the Service Centre. They reimbursed me. I will likely buy Fossil again because I love their product. But I will never again give business to the store at Rideau, and I can imagine that those polite and professional staff members suffer under such a poor manager - if she treats a confused, concerned and polite customer poorly, one can imagine it’s worse for staff. Strongly recommend buying from another store or the Tangier Outlet. Despite my “happy ending”, it wasn’t worth the angst at Rideau.

They promote an embossing service, but don't actually have a machine to emboss. I asked why and they got defensive saying that all stores must have the same advertising regardless of whether they can offer the service or not. Whoever is working today 115pm feb 9 2018 was not very friendly or helpful. I understand that it sucks to be in a store that has bad policies but as a retail manager myself I expect more. I tell my staff that my number 1 priority is to be nice and pamper our customers. Being nice and caring always increases sales and repeat customers. She could have given me the EXACT responce in a friendly manner and I wouldn't be mentioning her.

Fantastic service. Bought a new Fossil smartwatch and a few weeks later it had some issues. Called the store that day and came in the next to a brand new replacement. Staff really makes you feel like your part of the Fossil experience and treats you like a human being rather then a walking wallet. Will keep recommending!

No different to any Fossil store, but very friendly and helpful staff!

Great service on a watch problem Got it solved. Pleasant experience.