I thought I'd share my experiences with Fossil and eBags with you all as a warning about their customer service. It's almost funny once I get past being extraordinarily frustrated with the entire experience.
I found a bag I liked on Fossil's site. I compared prices through Upromise partners and other sites, but Fossil was the cheapest, especially given buy replica watches the free next day air shipping they were offering. When the website didn't show my order was shipped two business days later, I called to see why. When you call Fossil, you get a call center in some other country where they don't have access to any information other than what appears on their website when you log in. They have you call a number here in the US instead, which I did. A very nice man told me the bag was out of stock and that the order was automatically being cancelled. Since the charge on my credit card was pending until shipment, the charge would be dropped.
Great, I thought. I'll just order it from eBags instead, because after I use their 110% price match guarantee, it'll work out about the same (I'll make a little less through Upromise, but save a couple dollars overall). I placed an order on eBags, but it won't arrive for approximately two weeks after the order date.
Today I checked my credit card, and I noticed that the Fossil charge was gone. I logged into the site to be sure the order appeared as cancelled, but it still said "in progress." Nervous, I called customer service and was told that hundreds of the bag are in stock and my order was out for delivery with UPS currently. Excuse me? Also, not that I'm complaining, but the charge on my credit card is still missing.
Since the Fossil order mysteriously arrived about an hour ago, I tried to call eBags to cancel the order. Even though it won't ship for about 4 business days yet, I can't cancel the order. It turns out eBags has the manufacturer ship the bag directly to me, so I'll be getting a second bag straight from Fossil sometime after Christmas. Since they give the order to the manufacturer, you can't cancel an order unless you call within an hour of the order. Great. At least they do free returns.
All in all, it's worked out okay and I won't lose anything but my time. I'm just extremely frustrated by the poor customer service from both sites. Fossil is difficult to work with, the information on the website is inaccurate, and no one I spoke with prior to today could give me correct information. I'm dissatisfied with eBags' order cancellation policy, and I probably will avoid ordering from them again due to the ridiculous shipping time. So, caveat emptor for others using these sites.
