Fossil Outlet Store — Local services in Auburn Hills

Discriminatory and Unprofessional Behavior by Salesperson Steven!

I am extremely disappointed and disturbed by the treatment I received during my recent visit. I interacted with a salesperson named Steven, whose behavior was blatantly racist and unprofessional. As an Asian customer, I felt completely ignored and disrespected, while Steven gave clear and visible preference to white customers right in front of me. It was a horrifying and humiliating experience.

Despite spending nearly $900, Steven did not take the time to explain the warranty policy, and he entered an incorrect email address into the system without verifying it with me before completing the transaction. When I brought this to his attention, he acted as if I was bothering him, showed no respect, made no effort to fix the mistake, and refused to explain the warranty policy. His exact words were, “If you don’t want it, you can leave it.”

This is unacceptable behavior—especially from someone in a customer service role. His actions were disrespectful, dismissive, and discriminatory. A company that values diversity and loyalty should not tolerate such conduct.

I urge management to investigate this incident seriously and take immediate action against Steven’s unacceptable and discriminatory behavior. No customer should ever have to experience racism or disrespect, especially in a place where they are spending their hard-earned money.

Unfortunately, if there were an option, I would rate this experience below one star. This has been by far the worst customer service I have ever encountered. I expect a formal response from management and clarification on what actions will be taken to prevent this kind of treatment from happening...

I had a great experience with this store and the employees. Julie, the manager, was very helpful and they showed me the 2 for $98 deal they were having. The selection was so great I not only ended up buying two.....I came back a couple of days later and bought TWO MORE! LOL I apologize that I forgot the names of the two people that helped me on both occasions. I hope it will suffice to say they were so fantastic that I will surely be back in the future. Thank you to a great group of people. Signed a very satisfied customer...for life!

I have to add on to my original post. One of the watches I bought had a piece that broke. I took it to the store and Julie replaced it with the exact same thing. NO QUESTIONS ASKED! WITH A SMILE! One of the sales associates, Olivia engraved it for me and sized it as well. All the time they were helping me they were also taking care of the other customers and giving each of us special attention. Thank you Julie....

The customer service at this store is horrendous. We made a big purchase (watches and wallets), and after we paid, we wanted to ask a few questions (like how to adjust the time on the watch), and the person who charged us was super impatient. She not only not know how to adjust the watch, but was impatient with our questions, and even asked another sales associate to come help us. She was very rude and extremely impatient. She said to the other sales associate "I can't already" and just proceeded to walk off without saying anything to us.

The other sales associate proceeded to ignore us, and after waiting for 10-15 minutes with NO ONE addressing our simple question on how to adjust the time on the watches, we had to self-pack our purchases into boxes ourselves.

Completely bizarre and horrendous...