Tiffany & Co. review: Tiffany bracelet faulty

I would like to make a formal complaint regarding the Operations team leader, Christopher Mekhael and Sales manager Louis Lu at the Chadstone store in Melbourne. Failure to respond in a timely manner regarding this complaint, failure to communicate effectively within their teams and follow through on the offer the store attendant had offered as per her training. Furthermore, condescending and dismissive remarks were made to me and ignoring my requests for a contact email of their superiors. Neither of them offered this information, leading me to write this complaint.

I am excerting my rights as a consumer to have a simple repair of a bracelet that is deemed not durable, nor quality when Tiffany prides itself on exceptional craftmanship.

As a consumer, should i be prepared to repair all my jewelry after 2 years? IS this acceptable? I believe not and consumer affairs would agree.

A quality brand who cares about their customers and protects their brand will extend themselves even if only a little out of warranty, as a good will gesture to assist in maintaining of good relations. In this case, it is quite the opposite, I have been promised a complimentary repair and then told the opposite.

The bracelet was purchased 2 years ago and is occasionally worn yet the heart charm has come away unbeknown to me.

Regardless of this time frame, it is unacceptable, but it has happened it must be rectified. Are customers to accept this as ok?

When I visited the Chadstone store the attendant agreed that it is not a common occurrence for the charm to fall off and it appears there was an issue with the link. She suggested I ask for a replacement in writing due to the nature of the fault with this piece of jewelry.

Since then, Louis Lu and Christopher Mekhael are refusing to repair it without charging me. They would rather argue the point of out of warranty soi must pay.

I am completely shocked at the outright refusal to offer repair when there is a valid question regarding the quality of this piece.

There is also no cohesion in communications within customer service & operations which speaks volume of the staff conduct and my need to repeat the myself.

There is a complete lack of value to validate the issue and treat me with respect by validating the issue.

I am disappointed and feel turned away from the brand, i don't trust spending my money with Tiffany but more so the people that work at Tiffany Chadstone, must be accountable to their duties.