Fossil Outlet Store — Local services in Merrimack

Let me say I have never had such sincere an awesome customer service. I had the back of my fossil gen 4 smartwatch fall off, a known issue. I called customer service and was given 2 options, mail it in, or go to a store. I chose the store route. Considering I live a hour away from a fossil store I called in advance to make sure I wasn't making the trip for nothing. Upon telling Natalie, the woman who answered the phone my issue, I was cut off and told bring it it they would swap it out 😮😊. Now it gets better. They no longer had the style I had originally bought so she gave me some options and one was to upgrade to the next model, 5th gen and pay the difference. Well I wasn't able to get there until after all sales and discounts ended. Natalie took down my info and told me not to worry they would honor the sale price when I came in, at my convenience. When the day came that I was able to get there, it was a better experience in person then the phone call. Natalie was actually working the day I came in and remembered the phone call and was quick to assist me in getting a replacement. As I was told on the phone she honored the sale price and swapped the watch out and sized it for me. All and all, all brick and mortar stores as well as big name brand stores need to hire more associates like Natalie! She went above and beyond and didn't just tell me what I wanted to hear, she followed through. I would highly recommend fossil as a company and the fossil store at the Merrimack...

I had a really unpleasant experience at this store recently. I was there on the Mother's day (5/12/2019) at around 5.30 PM. When we first entered the store one lady from the staff gave us a weird look and when I asked her about the price of a bag she answered exactly like "yes those are $99 as the sign says." as if we don't read. Then she followed us in the store with a mumbling and aggressively organized the bags in the section that we were shopping. I asked her if she had a problem with us and she said "we are closing in 15 minutes". I told her that we will leave by 6PM but that's not kind at all. She also told to another customer that they are closing in 15 minutes and she has a life after the work. I totally respect the store hours and I was out before 5.50 PM with a purchase completed (even had a time to stopped at another store!!) but it ruined my day. If it says that they are closed at 6 PM it is 6 PM not 5.30 PM plus 30 min alone time for the staff to reorganize the sections...

I don't know the name of the guy, but he was bald and he was very passive agressive. I went there at 7:10 and the store was supposed to be open until 9. I had some returns to make and he started lecturing me that "sometimes you have to post the items when you return them. I cannot make retun for everything from here." I told him that I have the option of returning in the store, but he was very "annoyed" that I am returning something. All this while, there is no one else in the store that he has to worry about. After I made the return, I started to look for watches and he announced "we are close" and went and held the door showing me out. Never had such experience anywhere else. If I had the zero option, I would have given a zero, not because I do not like fossil, but because of the people that you have...