Swarovski
Reviews and Complaints

Worst customer service, worst treatment, worst quality, and worst company to deal with. I bought a necklace from them and 3 months later the white diamonds turned green! I took good care of it and never got it in contact with water, but of course they blamed it on me for not taking good care of it or that this happened because of humid! But since I have a warranty they agreed to exchange it with the same piece, but I wanted the same piece in black diamonds instead of white so I won't face this problem again. It's clearly stated on their website that I can replace it with another item with the same price, but they said this is not how it works in Malaysia. The Swarovski website is global and the warranty policies are international. So how come they have different policies?! The person that works at the store told me that even if I took the black one I should be careful so it won't change color. So what does that tell you about the quality of their diamonds? Never going to purchase from them again.

To whom it may concern,

Attached are pictures of recent bracelet that I bought, and just 1 month later it fell from my hand and split into 2 pieces. I went to swarovski red sea mall in jeddah, KSA, and they told me warranty only covers crystals, I don't see it written anywhere in the warranty that I have and I don't want to ruin this bracelet by taking it to some shop to fix it, I want the Swarovski original bracelet in every single detail! I sent several emails to Swarovski KSA, and Swarovski guestrelation, not one of them responded to my emails except the shop that I went to, and told me warranty doesn't cover. I'm really disappointed as I'm a big fan in a way that I went to Swarovski crystal world in wattens just to go to the museum as I have more than 30 items and non of this happened before!

I purchased a Swarovski band(ring) at Dubai airport on 19th of June this year. I have only worn the ring occasionally. Was upset to notice the inside band of jems had broken and were hanging from the ring. I would like to return the ring for a full refund. I have the box and full receipt and warranty. I look forward to a speedy reply.
Regards Wendy Mclean ring number...5448840 ...SW further ring czwh/cry/rhs

I purchased two Swarovski decorations for gifts. They arrived in a timely manner packed in one box. On top of the individual boxes containing the decorations there was ONE small booklet titled "Care Advice & Certificate of Authenticity".

The gifts are for two different people so I called Customer Relations US (800-426-3088) twice and requested that a second booklet be sent. Each time I was told that Swarovski will only provide one booklet per shipping box and that I should download the information from the website.

This is BAD customer relations! I don't give gifts and tell people to get care and authenticating information from a website. If I had ordered the two gifts individually a booklet would have been placed in each shipping box. However, since they came in one shipping box only one booklet was included and a second according to Customer Relations is not permitted to be sent to me. This is remarkably poor customer service and relations that is characteristic of a shoddy manufacturer.

Given Swarovski's reputation I am very disappointed.

I have bought this ring on the 31/07/2019, I was measured in the shop that same day where the professionals had pushed into buying a size 52 as a size 50 is too uncomfortable which is what we were told by your staff. On arriving home I have tried the ring on and after an hour I have realised this is too big. On looking at your receipt it mentions it has to be in pristine condition so took it off immediately and have put it back in the box until a convenient time where I could exchange this for a smaller size. On 04/08/2019, I returned to the store with the intentions to get an exchange where I was told that they could not do this as the ring has to be unworn. This is not stated anywhere on the receipt or the return advert in front of the till. The definition of pristine is ‘ clean and fresh as if new; spotless.‘ The staff in store did not even take a look at the ring but the ring is still exactly as we bought it as it has not been used. Therefore, I believe that your returns policy should be re-reviewed and I should be allowed to exchange this PRISTINE item as per your receipt.

I have purchased a bracelet from Swarovski's online store in May and wore it for a month very carefully and it just fell apart by itself. When I contacted the customer service online and sent them pictures they did not help me and took days to respond to me and told me that they cannot do anything for me. I had to go to two different store locations and my issue is still not resolved. I am very disappointed by the customer service and the quality of the product. I had high expectations. Very inconvenient and upsetting.

In april 11th, 2018, I gave a beautiful Swarovski ring (attract ring model) as a 15 year old gift to my daughter. After almost 1 year, inside the guarantee period, I took the Swarovsi store (in Brazil - Jundiaí Shopping's store) to make a repair, because the ring was peeled off. I left the ring in Swarovski store on February 23, 2019 for this repair. Today, July 22, 2019, I received the news that the repair request was canceled. They said I could trade for another piece, but that doesn't interest us, after all the ring has a much higher sentimental value than the financial one. I'm very disapointed with Swarovski customer service in Brazil. Too much time (5 months) just to say "sorry, we can't help you". This kind of things make us to reflex about how much really worth this brand. So, I holpe, with these comments, to help Swarovski to become a better company. Goodbye

Eduardo Oliveira
[protected]@globo.com
+[protected]

My daughter purchased a pair of earrings and a pendant chain for my birthday, the purchases were made from your store in Parel mall Mumbai India, while making the purchase she was assured the products carried an international warranty .date of purchase 18June 2019. when presented to me I discovered the chain was too small and a few links needed to be added to it, as i live in Pune India I took the chain to your store in Phoenix Mall Nagar road Pune on 28th June 2019 . where to my dismay i was informed that the company could not add any links to the chain and no changes could be made to any product but, I could exchange the product . For that I would have to go back to the original place of purchase i.e.Mumbai, what i fail to understand is when I can provide you with the original packing and bill of sale why should I have have to undergo the expense and trouble of going to Mumbai (the cost of which is about the same as the cost of the chain ). being such an international brand I feel you should be able to provide better service Your staff should have been clear at the time of purchase that Swarovski cannot modify any of its products and to exchange any product ;one has to go to original place of purchase instead of putting it in the fine print of your bill that way your customers won't feel cheated and will buy the product at the actual place of disbursement .
As you well know India is a hub for manufacturing all sorts of jewellery and the only thing that will set you apart is your quality and after sales service .
my mobile no is +91 [protected]
Regards
Nimisha Sunderlal
[protected]@gmail.com

I want to complaint one manager work in Swarovski. Store location is Canada nortyork Fairview mall Swarovski store. The store manager Vicky.
Happen in 2019 June 20 5pm.
My girl friend work in This SWarovski. Today around 4.30pm I went to Swarovski go to see her and buy something form Swarovski for my friend for gifts. Store is not really busy and for sure I want my girlfriend help me. But the manager Vicky come and told me move away like go really really far away .I'm really confused and feel really bed and disgusting that time. First of all I'm come in and buy something I'm the customer. Is that right way talking to one customer? Is that what manager should do? Then I wait my girlfriend service other customer. Half hour later she finish her work and come help me. The manager Vicky come again and said to my girlfriend, you need to help other people he is your boyfriend so he need to wait . Ok I'm on the line also I'm one customer . So I write this complaint.i don't think there is any rules write one paper that if employees boyfriends come to buy something they need to wait until no customer in the store it is really unfair and disgusting. My phone number is [protected] my email address is [protected]@gmail.com please contact me I'll let her know what she do

On my disappointment the stone of the ring which I received as gift was destroyed few days after warning. I visited one of the store and I was told is nothing that could be done about so obviously I have escalated this with customer service team.
Mark Turner was dealing with my complaint very arrogant and full of himself answering late at my emails keep asking prof of purchasing or original packaging.
At the end I have called the customer office team to speak to a manager.
Megan have pick my call and passed me into Mark Turner who didn't even introduced himself.

I have to ask his name and on my disappointment again had found was Mark Turner.

Extremely rude and arrogant putting me on hold whiteout explaining clearly what's the next step.

The conversation start getting a little tense and Mark rather then calming the situation professionally he hang up on me

I want a full refund which is not offered.

No one should ever trust to buy from Swarovski

Completely disappointed by a hilarious dude who is not capable to hold its role.

After two weeks and only wearing my ring once or twice the plating as chipped off! Went in to my local store and they said they couldn't refund me because they were just a franchise and Westfield's White City could because they were the head office. Went into Westfield's and they said that they couldn't see anything and to wear it for a bit longer and damage it more and then bring it back in. She also gave me the customer relations contact details. Already unhappy I sent customer relations an email, they contacted the store and the store had no recollection of me coming in. Again frustrated so I called customer relations they saw pictures of my ring but said it was only ‘wear and tear'! After two weeks...The gentlemen I spoke to on the phone actually hung up on me and wouldn't let me speak to a manager. Still nothing and they will not do anything about it. Even after being accused that i didn't look after it or must have put cream on it, they are still satisfied with their own customer service. They also didn't believe or understand anything I was saying and kept twisting it so they sounded correct. Certainly not the definition of good customer service. The customer service at Swarovski is shocking and will never buy anything from them again - it's not worth it.

I have never experienced such bad purchase experiences in Swarovski Shop in Germany. I have ordered a woman watch on 10th April at a Swarovski shop in Germany Stuttgart und was informed to wait 1-2 weeks until the watch is delivered. After 2 weeks, I went to the shop to ask for the oder processing and I was told the product was not delivered. Then on 2nd May I was told that the watch is out of stock and Swarovski can not deliver it any more.

What an inefficient order processing system! I can accept that the delivery takes 2-3 weeks, but I can not accept that 3 weeks after payment the watch can not be delivered due to no stock.

Honestly speaking, it is really bad customer experience and don't want to go in the shop again. I expected better of Swarovski given their product.

In store you are getting asked for your email and signing you up for a membership and being promised to get discounts and a special birthday present but the actual membership doesn't exist and when you are flag this up to the customer service, they are not admitting and justifying their own mistakes. You can't escalate the issue because apparently the customer advisor asked his manager. Do I believe that after I've been believed to being signed up in store and missed out on my birthday present?! No, I don't believe whatever they say. They have no intention to resolve matters. Shocking service.

Dear Sir/Madam

My sister purchased a necklace approximately 2 years ago for my daughters 19th Birthday, from Swarovski at Robina (Gold Coast Australia). She has just
brought the Necklace out to me and a good amount of the diamonds on both the heart of the necklace and the Swarovski Swan have fallen off. I would
expect this if this had been purchased at a low quality Jewellery store like Lovisa, however not for a quality provider like Swarovski. I have attached photo's for your perusal. If you are able to please advise if this can be repaired by Swarovski, as it's only been two years since purchased and this piece of Jewellery, should have more longevity that two years?

Kind Regards

Janet Murdock [protected])

My Swarovski crystal ‘dragon' has come apart again. It seems the glue/ bonding compound dries out after a few years. One of the feet came off and the piece fell over a few years back. The St Catharines, Ontario store sent it it for repair. Now just a few years later, the foot came off again ( great repair guys) and in falling over a second front foot and the crystal ball came off. Nothing broken, just the glue gave out. I go into the store today to send it back after the faulty repair earlier, and now they tell me as of April 2018, they won't repair that design anymore. Why the hell not? You have a very disgruntled now former customer receiving a ridiculous answer. I'd have paid to have it fixed, but no you simply won't do it. You arbitrarily choose a date and say - sorry we don't fix that one anymore. Your customer service is appalling - and I have purchased nearly a dozen pieces for us and for friends. Never again! My social media posts which will follow if you can't help me will do my utmost best to dissuade people from purchasing your products.

I purchased a bracelet and after wearing it for a few months the stones began to fall off. I took the bracelet to the store in pavilion durban south africa and was told that they could only exchange it if I had the warranty. I had misplaced the warranty but assured them that it was less than 2 years old. Nothing could be done.
I subsequently found the warranty after a few months and took it to the store. By then the 2 year period had expired.
I explained my circumstances to the staff but they were rude and made me feel like I was trying to steal from them.
I subsequently emailed the customer service but was told that they could do nothing as well.
I totally understand that there are rules but I had tried to return the bracelet before the 2 year warranty had expired but I didn't have the warranty card. When I did find the warranty card it was past the 2 year warranty period.
There are always exceptions to the rules.
I will take my business elsewhere.

I visited a store in Oshawa Ontario to redeem my voucher for free gift. The sales girl could not find me for some odd reason in the system even though I had valid email and Swarovski account . The sales girl was seeking help from another sales lady who turned out to be the manager and all this manager kept on saying was "if she's not in the system you can't redeem the voucher". I was like how is this possible! Here's my email, I can show u ID to prove this is me etc. still this manager insisting on the same thing. And not once did she offer other solutions. Finally the young sales girl found me but not with any help from manager. You see I wasn't " buying " anything hence why she didn't bend over backwards to help me out. At the end of the transaction I voiced my disappointment with the manager who told me to leave the store and argued with me insisting that she couldn't do anything if I was not in their system! So I left and told her I would complain. And she told me to go ahead. So I called customer service and told them she owes me a huge apology and embarrassed in front of other customers making me feel very disvalued. So the customer service agent told me she will
Call this manager and tell her to apologize and she did. So when I went back to the store this so called manager named Chloe looked very angry and hostile like she wanted to punch me. She started to argue again in the midst of her apology and I tried to explain to her the errors of her ways and how she made me feel. She again threatened me with calling security and told me to leave the store. Lucky for me I have lawyer friends and they have always told me to record such situations as people like this tend to lie after to cover their tracks. And I did. I spoke to customer service again who forwarded my complaint to the area manager. This area manager called me once. I left 3 messages for her and not even a courtesy of a call back. I asked for regional manager and still no contact. I am very disheartened by this whole experience. I loved shopping at Swarovski and now I hate the idea of even owning their jewelry that's how disappointed I am. But people need to know the truth and not accept such bad behavior all because I voiced my disappointment with the service ! I will upload the recordings on social media. People cannot be treated like crap! We spend our money in this store buy the products and then have to take this treatment? Noooo not acceptable. Every business asks for feedback on how their customer service is in order to improve and listen to the consumer needs. I have been online and read the reviews so far and they are very negative. So Swarovski, smarten up otherwise eventually customers will go elsewhere and word of mouth is a very powerful advertising tool. You are not immune to bankruptcy or closing down. Continue treating customers they way you do and you will end up closing shop like Sears did and every other huge company that lost business. Eventually people Will stop shopping here as no one who spends money in your store deserves this kind of treatment !

On 28th of December 2018, 13:11 time, at Victoria Centre Nottingham, Swarovski shop, I bought two presents sets. Both was the same, bracelets and earrings. I paid for each £49.

Unfortunately I came home and open to final check and I have been missed one of set:(

The girl which was serving me was working unprofessional:( Cashier's name Amelia:(She didn't open the boxes to show me that is inside :(

Dear Madam/Sir,
It is about a non-conformity about a Swarovski product with reference number of 1145324. To make it as a summary: within the warranty period 6 months ago, without any damage or crush (it is so obvious from the vision of the product) on the pen, the top part of the product has been broken off from the main part of the pen. Later when I saw your Akbatı Istanbul shop I have asked the sales representative about it and she has replied me to bring the pen to make it analysed.
On 01.12.2018 (when still guarantee of the product exists) I brought the pen to the shop. The sales representative Mrs Gamze has token some photos of it and send the nonconformity to the Swarovski related responsible. At that time I even asked to leave the product to be analysed to let them see whether a damage or crush exists and whether a user failure exists but I was replied as there is no need.

On 03.12.2018 the sales representative Mrs Gamze has called me from my pocket phone and informed me that the product nonconformity has not been accepted. There has been no more explanation about the rejection of the NC (the reason to be user failure that made the guarentee invalid or existence of a damage which caused the break etc.)

I wonder what kind of analysis by competent employees have been done from the photo and has resulted such a consumer complaint feedback. I wonder to ask these Quality Managent Responsible or who the responsible is "what is the guarantee of Swarokovski products for" if not in case of non-user failure".

Then I got in contact with customer complaints departement. On 14.12.2018
KASIA PEZA from CUSTOMER RELATIONS DEPARTMENT has replied me about this email. She has explained about warranty situations but I really wonder how it has been managed to be analysed from the product, material defects, or life cycle of the materials that it was a user failure. As I ama a Lead Auditor in Management systems, thsi is the fist time of making ana analysis of product defect from a photo and resulting it waith a user failure.
On the photo it is clear that no damage has occured on the pen. It has been found apart in the hand bag.

The reply of customer relations:

"Dear Authority,
Thank you for contacting Swarovski Customer Relations.
First of all, we would like to let you know that you are a highly valued customer of Swarovski, therefore, it is with regret that we have to inform you that this type of damage is not covered by our warranty policy.
Please note that upon investigation, we found out that the damage of your CRYST LADY BP PEN - WHITE 1145324 is not due to material defects or defects in workmanship. The Swarovski Warranty and Repair Policy only covers damages that are caused by either one or the other.
Please note that this warranty does not cover damage caused by accident, misuse and abuse, modification, attempted repair, negligence after purchase, ordinary wear and tear, and/or failure to follow the product's Care Advice.
Our obligation to repair, replace or substitute does not apply to any goods which have been, in our opinion, subject to normal wear and tear, abuse, modification, attempted repair, negligence, misuse, or accident.
We are sorry for giving you this unpleasant statement and hope for your kind understanding." 14.12.2018 KASIA PEZA from CUSTOMER RELATIONS DEPARTMEN

Comparing the time that I have lived in Austria, I am highly aware of the fact that such a customer complaint analysis and solution (no material defect from a photo) is no way handling such complaints for corporate companies at all.

I will be keep on asking and writing where it is needed for a objective anwswer till one is given.

Best regards,
Ozlem Savran

8 months ago my boyfriend bought this ring for me. The store is located in Bulgaria, Varna city, Grand Mall Varna. I've used it since then as described in the instructions. On the 4th month i saw that the surface of the ring is starting to come off. I went to the store with the warranty card (2 year warranty), receipt and the ring inside the box. My claim was turned down, because the surface coming off was consequence from the use of the ring. I am more than angry, because this is a ring that was used correctly for only 4 months! And it is not cheap also. I am disappointed and i expect some kind of compensation for my money!