Swarovski

I went on vacation to Nashville with my niece in January, 2014. While there a jewellery shop was moving location and had a big sale on items. I bought the Swarovski Nirvana petite ring at a discount price since she was moving inventory. Today is February 3, 2014 and I discovered last Friday night (January 31, 2014), the FIRST time that I wore the ring, that the entire bottom side of the ring had broken! The crystals had broken apart and fallen off. This is a cheap piece of junk that they charge high dollar for. Even at a discount is was a little over $100 with tax, etc.
Will NOT purchase this brand again!

A friend of mine bought me some plain crystal studs for my 30th last year which I only had the chance to try on at home before 2-3 months later green marks appeared between the crystal and the metal.
I recently went to the Westfield White City store to see if they would do anything as they are covered by a 2 yr warranty, but they treated me like a complete liar and said green marks were down to me and refused to do anything. It saddens me that people pay good money for this rubbish. Bad quality and bad customer service.

I bought two jewelries from the website www.swarovskijewelry-outlet.com. I thought that they sell real Swarovski jewelry, but it came from Chine. The first jewelry wasn’t that I ordered, but another looked horrible and was made from poor quality material. I haven’t found the email address or the phone number of this seller, so I don’t know how to return money back. Maybe someone has any idea, please help me to return money. Thanks.

Dear Sir and/or Madam, On 30 september 2013 I went to the Swarovski shop in kirchberg/Luxembourg as the bandage from my watch was disconnected and needed to be repaired. I was told not to worry as they need to send it back to Switzerland for reparation and can take up to 6 weeks and they will call me when its fixed. Well, a long time but as long as its done professionaly, its worth the wait. After 7 weeks I went myself to have an update. The Mr I spoke he said its Friday afternoon and the shops in Switzerland are closed so he will call Monday to have an update and call me back. As I received no feedback, I went by end of week again. The Miss in the shop said its not her duty to deal with the reparations and she will leave a message for her colleague who is involved in this together with my telephone nr so he could call me for update. did I get an update? Nope, so I decided to go back again today and asked what is happening as its almost 3 months and now soon the Xmas holidays will come and I want to have it back before the holidays! Mr went to look behind and came back with my watch, but it was still in the exact same condition, meaning NOT fixed. He started to sweat and shake and said they have to send it to the jeweler to have it fixed. I said; didnt you already sent it end of september and they sent it back like this?! It felt like they think you are stupid, AND what if I hadn't been to the store today again? Would they have sent it for fixing still, or would they ever call me? I am very disappointed in the way I was treated, no feedback, the excuses they give you which you don't even tell children and that for an article of Swarovski?! I saved a lot of money to be able to buy this bling bling watch, and this is the service you get? This is a disgrace and unacceptable, but what can I do, as I do want my watch back! Now Mr said it will take another 2 weeks and I should have it back on the 20th of December. I really do hope I will have it back finally at that date as this has been taking way too long! Somehow I am so diappointed that I do not even believe that it will be for the Friday the 20th and I should get a replacement watch or something, like when your car is in repair.

Its exactly 11 days that I made a transfer to the bank account of Jiang Yongfei regarding my online purchase and iv confirmed from my bank that the transfer was successful however the order was not processed and they claim the funds were not recieved. I have been corresponding with Joanna Wang - [protected]@163.com
Payment Information
Payment Method: wire
Order SubTotal: USD134.00
Delivery Expense: USD0.00
Coupon Save: USD14.80
Total Price of Order: USD134.00
Delivery Information
uchenna  ofoegbu
174 West West Field Avenue  Roselle Park
New Jersey New jersey United States
ZIP: 07204 TEL: [protected]
TIME: [protected]:38:59
 Kindly investigate.
Thank you.
Uchenna Ofoegbu

I am deeply pained and hurt with my shopping experience at Swarovski - singapore. I am writing this grivience immediately 1 day after my purchase. I made purchase on 12th Oct-9PM, revisited the store on 13th Oct (immediately next day) to exchange/upgrade but all in vain. FYI - I made this purchase in singapore where I visted for few days only. I will be returning back to India on 16th Oct - wednesday.
Here are the complete details
I had visited Marina Bay Sands, singapore shop for purchase of solitare earings/pendant. The sales person dint understand clearly what I needed only showed me 2peices on my request and then got engaged with another client. I choose one myself from display and paid for it. As soon as I paid I found another solitare which was not shown to me earlier. Meanwhile my 2 year old son tear the cover of my buy. The manager saw it and I missed seeing it. I requested the manager zanion that If I purchase other new set, would she allow me?. She agreed but asked me to do that immediately as it was already 9 PM and not after I leave the store.in such a hurry I was confused and I thought of going with the set I had picked earlier but as soon as I came back home I was not comfortable with not upgrading to new set. The very next day I went to store again; I had not even opened the set by then. The store manager was on leave on that day and on my request of upgrading the set to the staff - they said upper cover is torn so it requires talking to zanion who sold it... and helped me speak to same lady cum store manager - zainon. Zanion's tone and way of talking changed now. she was not ready to listen and to be accomodative at all. I told her it was in same state yesterday when I was in shop when she had agreed to change it and after that we never even opened it. she said yes - but only if you could have made that decision last night @ 9 PM itself. I am deeply hurt the way customers are treated here and no reasoning and understanding of situation of customer. I told her that I dint come back after couple of days! instead came back to the store within couple of hours. She couldnt judge between genuine and non-genuine cases! The store managers role as I understand is to handle tough situations otherwise what is difference between store manager/general staff. also, I fail to understand change of tone after we (customers) have paid money!
Hope in first place the store should have understood what I was looking to buy and then understanding that why the customer is comign back within few hours time. I am deeply hurt by all this. Being genuine at my actions I am writing on 13th oct - immediately 1 day after my purchase on 12th Oct. The box is lying with me unopened.
To clarify now - I was looking for buying solitare which I cant afford in diamonds!
Here are details of my buy
pendant/earing-[protected] singapore dollars.
Can I expect you to kindly upgrade my purchase (pendant/earing) to 1800045 (pendant) and 1800046 (earing) - cost 262 singapore dollars. I can pay the required balance of 52 singapore dollars.
If I do not hear back in 1 month from today - I was return this purchase back to swarovski showroom for FREE, unopened as in current state. At least that will make me feel that I was not too helpless in the situation.
FYI - I am in singapore these days and would be returning to india on wednesday - 16th oct.
It was most painful shopping experience in singapore/swarovski. Hope to see customer experience and respect if any!

I cant believe why the send me the wrong watch this is not my order, they taken out morethan 200 dollars on my bank and why they send me the wrong stuff, its so fake, and disgusting, im so dissapointed now I want my money back,, in full refund, I havent heard or any reply yet from them and they all chinise from china, and I cant truck my order number,, its all scam,, from now on im not trust anything from china and hope that chinise ppl will kick out from having a good live here in new zealand as they keep on lying stealing and faking them selves as well,,

I ordered and paid for my items. When I received them they were FAKE. According to the website I was offered 100% money back guarantee, with terms. I have abided by all the terms and have not received my money back. November 2012: product ordered & paid for. Received products. Same day emailed company requesting a refund. Next day contacted [protected]@yourspay.com who is the payment company. No reply. Phoned and spoke with GAVINMENG who said I would receive a refund, with an email from him within 15-30 days. This was December 6th and no refund yet. I have complied with all terms.

I recently brought a Bracelet off the website www.swarovski-sale.com. After a month I finally received the item to find it looked nothing like what I ordered. It was clearly fake and the Swarovski bag was even printed upside down! The item looks like something you would purchase in a $1 shop. I have written to complaint but I as yet to receive a response. AVOID this website as the items are clearly FAKE

after I posted my credit card I got a message from a different shop. I tried to inquire about the order but couldn't find a way.

I purchased a pair of earrings and a bracelets per the advertisement claim as "Swarovski Element". I bought them thinking that they are real Swarovski crystals, with the original priced being quoted as US$65 (earrings) and US$60 (bracelet). When I received them I know they are fake and cheap jewelry. When I called DEALFIND for refund they first said all sales are final and that their advertisement did not claim they are genuine Swarovski crystals, but rather "Swarovski Element", therefore admitting indirectly that they are fake. I see many more such advertisement DEALFIND has put on and am very unhappy about their lack of integrity as a business.
Followings are the links to the actual advertisements:
http://www.dealfind.com/products/seattle/goodbuyfirst8/?a=cff57e2fbc22&utm_source=dealalert&utm_medium=email&utm_campaign=seattle-goodbuyfirst8US&utm_content=seattle-2012April18
http://www.dealfind.com/products/seattle/dillyeo12

swarovski-outletshop.com is selling counterfeit products. On their website they use images and description from original Swarovski homepage. When I received my order I was shocked... quality was lower than bad. It seemend that those jewels were made from cheap plastic.

On January 17, 2011, I called the Pleasanton Store to make sure it was ok to exchange (not return) a necklace I received from my boss the night before at our Christmas party. They said it was fine as long as it was in a box. When I got there, after being ignored by the sales people, I finally asked for the manager (Jeni Flores) who immediately told me that I could not exchange it because the box did not have an outside box with sku numbers on it. I explained that my boss would have removed that to give as a gift but that I didn't want him to know that the gift he chose for me was not my style (it's quite large), but it didn't matter what my argument. She was dismissive and even rude saying such things as I would be able to ask my boss for the receipt if I had received it from my boss, etc. She was so rude that I finally asked for the district managers name and phone numbers. After several messages and attempts to reach Shawn Stephens, we finally talked on Thursday January 5, 2012. She was adamant as well that the policy of the company states that there must be the correct box, etc. Even after explaining that perhaps he purchased many items (for all employees) and that the boxes got mixed up, she still held fast that this was the corporation's policy. Then what she suggested next really threw me for a loop. She told me that she would be happy to provide me with small boutiques names and numbers so that I could exchange it at one of those shops. I asked why I would make a small independent shop exchange an item that most likely wasn't even purchased there, when this huge corporation wouldn't even make an exception. She really had no answer to that. I know this woman was just doing her job, as she'd been instructed by this company but it is wrong. They should have honored an exchange when the product was clearly brand new, in a brand new box (although the wrong box) and their product. It will make me never purchase a Swarovski product, period.

I purchased this ring at the Mohegan Sun Swarovski Outlet and fell in love with it immediately. Unfortunatly, I only was able to wear it for 4 months. The ring cracked along the bottom and the crystal fell apart. I pulled out my warrenty and went back to the store to inquire on what needed to be done to replace my ring. I was given a telephone number to call, which I did. The customer service representative let me know that due to the design of this ring it could not be repaired and it was not eligble for a full replacement, but I could purchase another at 1/2 price.

This is just not exceptable to me. Paying $230 for a ring that last a few months and then another $115 top replace it. It really is bothering me that Swarovski is advertising this ring on all of their billboards. I won’t buy another item from them.

I am writing with regards to an extremely unpleasant and offensive encounter that I had with the manager at the Swarovski Boutique in Valley Fair Mall, San Jose, California.

I have always appreciated Swarovski's high quality products, but after today's encounter I am sure that I will definitely consider twice before returning to any Swarovski Boutique, and never at the mentioned location.

I visited the boutique today in order to return a certain purchase which was made 6 days ago. I was returning one item out of two which was made in the same transaction. When I took the item and the receipt for the return, the employee told me that I had to return the Mother's Day Card (I received two without asking for it, and was not told that I need to return them along with my purchase), as well as a gift card which said a gift will be given with a purchase of $50 or more. Despite the inconvenience, because the employee insisted on these being returned, I had to make a second trip to the boutique.

Upon arriving, I told the employee that they need to make it clear when handing out these "free gifts" that they must be returned along with the items purchased, should the buyer choose to return the item.

To my frustration, when I was explaining my frustration to the employee, the manager very rudely asked "so what does she (referring to me) want? She can keep the cards - we don't even keep them in stock anymore." Which basically told me that I did not need to return these gifts back to the boutique, and that I had just made an unnecessary second trip to the boutique.

While trying to figure out what it was that made the employee ask me to go back and bring these back, the manager of the boutique pushed both myself and the employee aside, demanding very rudely for us to move away so that he can make a purchase transaction for a different customer. While I would have understood the need to make space for him and would have been more than happy to oblige if he have asked politely, the extremely offensive tone he used made it obvious to me that he thought my complaints were trivial compared to the big purchases that would be made by the customer he was helping.

Not only this, but he turned back afterwards to demand what was it that I wanted by screaming and shouting at the employee, and that's why he had to make me move away. All I had been doing was explaining the inconveniences that I unnecessarily experienced.in a voice much louder and more aggressive than mine, he flat out asked me what I wanted. No apology was made despite the fact that he understood the situation, and he treated me as a nuance which he wished to be rid of as soon as possible. He said I can have the cards if I want, which was not what I had been there for. I respected the store policy and brought these gifts back, only to find out that it was unnecessary for me to do so. A simple apology for the inconveniences would have sufficed, and I would have returned home slightly frustrated at the inconvenience but satisfied with the services by the employees at the Swarovski Boutique.

The lack of proper explanations when the gifts were handed out, the unnecessary request for the gifts to be returned, and the abysmal treatment I received from the manager (who above all should not be yelling at the customer to get out of his face) has made me think twice about ever setting foot into another Swarovski Boutique.

I hope that this letter will cause some level of reflection in terms of customer service in Boutiques in the US. The appalling treatment I received was nowhere near the level of service I expected from some place as distinguished as Swarovski. While I do not want my case to be used in a direct or specific reference to any particular employee in the mentioned boutique, I would think that the boutique would want to take this poor experience into account in re-evaluating its customer service quality.

I purchased a Swarovski ring from the Swarovski web site. The second time I wore the ring in early October, the back side of the ring cracked while I was clapping my hands. The irony is that I was wearing the new ring on my left hand and was wearing another Swarovski ring on my right hand and the contact bewteen the two rings caused the entire backside of the ring to crack and shatter. I called Swarovski customer service and told them of the problem. I was informed that the ring could not be repaired and to replace the ring I would have to pay half the retail price of the ring plus shipping/handling and tax. Their warranty states that they cover manufacturing and material defects under normal use, commencing two years from the date of purchase. I contend that clapping hands is normal use!

I gave one of my earrings (with a missing stone) for repair on 5th Jan 2011 in Edinburgh Princess Street Swarovski. I was told I will receive it back in 2-4 weeks. It is over 8 weeks now and I’ve not heard back on my Swarovski repair. I’m not sure what kind of service is this, but I expected more. And I have paid 20£ because the item was not under warranty (was late by 2 weeks).

In September 2010 I purchased a Swarovski Nirvana ring from the Swarovski web site. The second time I wore the ring in early October, the back side of the ring cracked while I was clapping my hands. The irony is that I was wearing the Nirvana ring on my left hand and was wearing another Swarovski ring on my right hand and the contact bewteen the two rings caused the entire backside of the Nirvana ring to crack and shatter.

I called Swarovski customer service and told them of the problem. I was informed that the ring could not be repaired and to replace the ring I would have to pay half the retail price of the ring plus shipping/handling and tax. The original price of the ring was $190 and the replacement cost would be $118.54. I was shocked that Swarovski wouldn't replace the ring free of charge. After all, I hadn't mishandled or mistreated the ring, I simply was clapping my hands. Their warranty states that they cover manufacturing and material defects under normal use, commencing two years from the date of purchase. I contend that clapping hands is normal use.

I am a Swarovski Crystal Society member and I will not be renewing my membership or purchasing their products again until they make this right. I have spent a considerable amount of money on purchases from their company either for myself or as gifts for others. I will also make sure to recommend my friends and co-workers shop elsewhere.

I've made a formal complaint against Swarovski complaining against the store rep and the store manager. Although I made my voice heard from the Regional Retail Manager of Western Canada Ifti and to the Director of Retails Natalie, Swarovski has considered the mattered closed now even though I still have no idea as to why the mishap occurred, who is the culprit, what is the disciplinary action, and whether Swarovski can avoid this kind of incident that ruined people's celebrations in the future. I'm no going to make my wife cry again (nor do I want to go to the police station) so I will never go to Swarovski in the future, and I hope that you will never have the bad experience as I do.

Kevin

PS. Please feel free to share your Swarovski "stories"

—

Hi there,

This is a formal complaint against Swarovski, as my wife walked into the Richmond Center store (BC, Canada) happy and excited on my birthday, but end up crying on her way out and visited the police station. Not to mentioned that the visit has turned from a 30 minutes visit to 3+ hours. Is this the customer experience that Swarovski wants others to experience? Please give me a satisfy response. Thanks!

I’ll start from the beginning.

My birthday was on June xx, and my wife was hunting for my birthday present in May. After discussing with a friend of her (Xxx Xxx, member # xxx-xxx-xxx), she decided to give Swarovski a try and see if she can pick up a watch for me.in the beginning of June, she visited the Richmond Centre South store (1574 A-6651 No. # Road, Richmond, BC, Canada), and the customer rep Brian showed her a couple of watches (Octea Lady Cry/Sts 999975, and Octea Sport Cry/Sts White 999981), one as my birthday present and one for herself. My wife loved the watches, and decided to order it for my birthday present. She paid the deposit on 6/11, and the remaining amount on 6/18 after she got the watches (invoice # xxxx and xxxx for Store No 037A 1). Since adjustment was needed to ensure a good fit for the watches, my wife planned that she would give the gift to me as a surprise gift on my birthday (6/xx) by bringing me to the store, adjusting the watch for fitness to my waist, and presenting me my birthday present at the same time. Although Brian did indicated that he may not be around the store that day, he said that it is only logical for Swarovski to have someone who can adjust the watch for me on my birthday.

So, my wife brought the watches and me to the Swarovski store on 6/xx around 5pm, all excited and happy walking in, told me that she’s going to give me this pretty Swarovski watch, and asked a store rep to adjust the watch for us. This is where I uncovered numerous mistakes/errors by Swarovski as the company, its policy, management, and staff. Jackie was the store rep to greet us. After listening to what our goal was, she said that there was no one in the store that had the skill to adjust the watch for us at that moment, as the store manager (Eileen) ended her shift about an hour ago, and both herself and the other staff in store were new staff and were not equipped with the skills to adjust watch. Error #1: Is it Swarovski’s policy that customer won’t be able to purchase watch, adjust watch, and leave on the same hour/day? Or is it management’s fault in either not slotting a skillful staff in the store for this purpose, or in not providing sufficient/appropriate training to staff to adjust watch?

My wife was not happy to say the least, as she was unable to present the birthday present to me. So we spent the next 45 minutes discussing with Jackie as to what she/we can do in here to solve the situation, and Jackie said that nothing can be done on that day originally, as we’ll have to come back at a later time. As my wife and I have a combined 20+ years of work experience including retail, we did not take the NO as the final answer as there are numerous things that she could do. So we proposed to her that she could called the manager back to adjust our watch, or reimburse us for the expense since there are numerous watch-selling stores in Richmond center which could adjust my watch right away – it’s only fair that I could buy a watch from Swarovski and wear it right away, isn’t it? The first 15 minutes Jackie just said that there’s nothing can be done – seems like she doesn’t want to create any trouble or put in any (extra) effort at the expense of customer satisfaction. After our insistent, she finally tried to phone Eileen the store manager but she is unable to get a hold of Eileen. My wife and I insisted further, and after spending 45 minutes in the store, Jackie finally agrees to call others who know how to adjust the watch, phoned Brian (on his off day), and after I discussed with Brian he agreed to come to the store in 30 minutes. My wife was more than mad at that point already, on my birthday, but if the goal is reach in the next 30 minutes and we could walked away with the watches adjusted in another 45 minutes, that’s “okay” – definitely not a great experience already won’t you agree, as we had in numerous occasion during our discussion with Jackie that we would refund the watches (and she didn’t care too much anyway – probably she won’t receive any commission either way?)

(I’ve also asked Jackie who’s fault is it to create this situation, is it Brian telling us that someone should be available to adjust the watch for us? Jackie said no. Is it her fault for not knowing how to adjust, or not knowing how to deal with the situation? She said no. Is it the store manager’s fault for not slotting a skill employee, she said no. Is it Swarovski’s fault for not having a store policy to ensure customer can buy a watch, have the watch adjust right after the purchase, and walk away happy with the watch? She said no. At the end, Jackie was implying that it was my wife and I’s fault that was causing this trouble. I asked her is it my wife and I that are at fault for this situation, and this time she didn’t say no… Although she may not be the “cause” for this issue, she had definitely added oil to fire and made us more mad, instead of calming us down. Shouldn’t all customer rep has training as to how to deal with difficult customer?)

So my wife and I walked away from Swarovski and spent the next 30 minutes in other store – actually only one – the Body Shop. On our way back to Swarovski however, my wife was wondering whether she has lost the watches in Body Shop, as she was holding 2-3 other bags, and she had to put down the bags to try the samplers in Body Shop, and she was not carrying the Swarovski bag out our Body Shop trip. We gone back to Body Shop and didn’t find anything, so I told her that we probably left the watches in Swarovski as we would need to go back anyway so it’s likely that we left the watches at Swarovski. When we got to Swarovski, we were greeted by Brian, we told him about the missing watches, he asked Jackie and the other store clark who said that they haven’t seen the watch right away, and Brian reported back to us. We asked Brian to check the back of the store, and Brian got Jackie to go inside to check, and, after spending 5 seconds in the back, Jackie reported back and say she doesn’t have our watches. Fear stroke my wife as she was certain that she has lost both watches that costs about $2000 (when she put down the bags in body shop for trying out the samplers and someone may have stole it). My wife panic, and I tried to calm her down without much success. Brian volunteered to go back to Body shop with us and check again, without success. Then Brian and the Body Shop store clerk both went to the security office to lodge a case with Richmond Center (with almost no chance of recovery). The next step is to file a case with the police, and before we moved, I asked Brian whether if it is possible for him to get me the receipts again and the watches’ model number etc which would be helpful in the police file #. Brian said yes, the 3 of us gone back to the Swarovski store, and Brian printed me the receipts (invoice # xxxx and xxxx). All these were done while my wife was crying inside the store. By the time we walked out of Swarovski at 7:30pm, she’s devastated, with most of her makeup gone thanks to the tears.

So my wife and I got to the police station and file a case with the Richmond RCMP (file # 2010-xxxxx). Just when I was finished the details and the cop finished the data entry, Brian phoned my wife and let her know that he found the watches in the store. I was shocked. My wife was shocked. Brian said that since the store/mall closed already by now (just before 8pm), he won’t be able to adjust the watch for us on that day (6/xx my birthday), but he would definitely made himself available starting Thursday anytime. Now that we had “recovered” the watch, we were happy (although we don’t care too much by that point already, as you can probably imagined why). But it’s a happy ending at least in the eyes of the cop, so we closed the RCMP file, and gone home.

When my wife and I got to Swarovski on Thursday 6/xx, both Brian and the store manager Eileen were there, and the service was excellent.

So the million dollar question is, how come Jackie didn’t find the watch in the store when asked initially, even after her spending 5 seconds looking at the back of the store? How did Brian managed to find it afterward? Error #2: Clearly, Jackie doesn’t understand what is it mean by providing good customer service and customer experience…either she had not received proper training previously (management’s fault or corporate policy’s), she is un-trainable after the training but Swarovski still decide to give her a try at the expense of sacrificing its commitment to excellent customer experience, or she just doesn’t care about the customers and won’t spend the extra effort in trying to hunt down the watches for us despite she knows how much the watches mean to us and despite that fact that she saw my wife was mad and crying.

So at the end of the day, my wife and I had, after spending almost $2000 on the Swarovski watches to get both the quality products and the excellent customer care, have to spent 4 hours not including extra travelling to adjust the watch (3 hours on 6/xx and an additional hour on 6/xx for the actual watch adjustment), had panic attack, fear, guilt, madness, and sad-tears during my birthday when it suppose to be filled with happiness and excitement, received unhelpful customer services from Swarovski despite spending $2k since we thought that the Swarovski was supposed to be trust-worthy, reliable, and care for its customers, and even ended up visited the RCMP station. So my question is, is this how Swarovski wants its customers to be treated? My wife has banned the 2 of us for going into Swarovski again until further notice. I also talked to Xxx Xxx, one of your member, about this event and he’s definitely shocked to hear our experience, told us that he will never go to the Richmond Swarovski store again, and is contemplating on whether to renew his membership when his is up, and thinking whether he should spread the word to his (member) friends so others won’t have to deal with this type of sadness and craziness in the future. Is there anything Swarovski would like to say in this instance, before I passed the above-mentioned words and experience to our friends? Please let me know if you do. Thanks for your help in answering my questions toward Swarovski!