Swarovski

We purchase annually the current year Collectible Snow Crystal made by Swarovski. We hang them in a special window on the east side of our home (from a hook). This window receives only early morning sunshine as our porch extends to the east. The problem is pieces of the snowflake started to simply fall off without any touch - until all that was left was the core piece.

Upon calling Swarovski about this, they said there is nothing they can do to fix these pieces because they have found the glue does not hold up in shipping and because the pieces are collectibles that they do not keep on hand nor can afford to find and return to us.

I wonder how Swarovski can mail all their crystals to stores who sell their products if they cannot mail one to me. I am so disappointed in their service that I will no longer purchase their snow flakes or any other pieces for that matter.

On Sep 23'09 (Wed) at 7:15pm I took a earring with one crystal fell off for repair within 2-yr warranty at Eaton Centre store, downtown Toronto. The earring I seldem wore and with all original package, receipt, warranty certificate, & box. There were 3 sales people there. When I went into the store they were chatting and trying on the items at store. I took their name, Rachel, LeiLei and Carol as they were rude.

I showed them my earring that needed repair with receipt. The earring and the box were in Excellent condition. LeiLei asked if I washed it with Acetone, I said "No". (who would wash a gold plated crystal earring with acetone? The instructions said warm water and soap. I never wash them since I seldom wear them) Then she wrote down on the repair slip that "it smells bad". I told her it was a plastic smell from the cushion of the box, the earring does not smell. Then she insisted on she was right. Then another sales, Carol came.

Carol said "you brought it at Duty Free, we do not take items purchased from Duty Free."

Then I said "Swarovski has international warranty."

Then Carol gave me a look with despise and said "We were doing the repair as a courtesy, do you want it repaired or not? You bought it at duty free, you shouldn't get a repair. Take it back."

Then another sales, Rachel, she came and wrote down "chemical smells on box."

When I asked for the store manager, I was told he was not in. Then they gave me a despise look and did not even asked "what we could help you", nor
"good night". I was treated as someone who disturbed their chatting and not buying anything, and took a "Duty Free" lower cost item to bother them for repair that I am entitled. They did not want to serve me and gave me despise look, very rude, with no service, and very mean.

The earring was purchased by my friend as a gift to me when my friend was waiting to catch a plane at airport. It is of very valuable emotional value to me.

I was absolutely impressed with the "poor customer service" and treatment I received. Not to mention I will Never buy anything with Swarovski.

My mother and I went to the year end sale of Swarovski to buy some crystals. As there was a big queue of customers waiting outside we were only allowed to shop for 15 minutes. Understanding this, my mother and I hurried to the nearest shop assistant and pointed at 6 different crystal necklaces to purchase. The shop assistant kept coming in and out of the stock room and bringing up the wrong necklaces. Finally we had 5 of the necklaces and when we told her we asked for 6, so there is one more we wanted, the shop assistant got very angry and yelled at my mother in front of all the customers saying that we have been in the shop for more than 15 minutes and she got everything we asked for.
I found that extremely rude and unprofessional because:

1) She DID NOT get everything we asked for
2) We were in the shop for more than 15 minutes because she kept bringing out the WRONG items
3) Any service providers know this. You DO NOT yell at your customers. Especially in this situation, when the service was not well provided.

We still bought the 5 items but you will never see me in that shop again.

I am totally disappointed and angry with Swarovski Crystal. Two years ago I saw an advertisement for a crystal hanging ornament (not for a Christmas tree) for a window. It was offered during the Christmas 2004 season. I am not a collector of Swarovski crystals but this particular item captured my attention. I immediately purchased one for $110.00 (Cdn.) Actually my husband purchased it for me.

Being a hanging ornament it was correctly placed on a window. It was light enough to be hung with a suction disc. The ornament was of a snowflake design. Last summer it fell and one of the arms snapped off and released one of the crystals. Well having faith in Swarovski I took it back for repair. First thing I was told was that it could not be prepared because the metal the ornament was made of was could not be soddered as it was not gold/silver but a nickel roden. End of story.

My disappointment comes from the fact that Swarovski designed this as a hanging ornament and never thought to make it from a component strong enough to withstand falls. Have they never heard of testing their products. I was told plainly that they could not help me in any way. So $110 down the drain. I was not even offered a replacement or compensation of any sort.

So beware if any of your Swarovski Crystal becomes damaged they are beyond repair. I will never patron their stores again and have encouraged many friends not to as well.

I hung the broken ornament up because of the sentiment and cost but it has fallen again and one of the crystals snapped out this time, again totally unrepairable.