I initially bought my fossil watch at The Bay . After 2 wears I noticed the leather on the strap was starting to stain . I contacted Fossil warranty department to have a replacement strap sent to me , they sent me the wrong colour. I called Fossil Canada and spoke with a supervisor he informed me that the correct strap was out of stock . He prompted me to call back in a few weeks to check back if the strap is back in stock . When I tried to call him back I was informed he no longer worked there?!??? After this, service went downhill fast!!! The routine would start by me explaining to some CSR the situation they would tell me they the were out of stock on the strap and to call back in another few weeks . The strap finally came back into stock and this time the CSR told me I must pay for it . I explained over and over again that the wrong colour was sent to me and all I wanted was simple exchange for the right colour , but she was incredibly rude and told me I had to pay for it . Something in me snapped as I was soooo fed up with CSR's from the fossil Canada website. I called the polo park location and explained to the manager the situation. HE WAS AMAZING!!!! He took care of situation and was able to order the correct strap and exchanged the wrong one !!! Done - problem solved !! It is because of his outstanding service that I will continue to purchase Fossil items . I will no longer purchase from the website but instead go to polo park location . I highly recommend going to this location! read more