Swarovski
Reviews and Complaints

I brought the Clover Strand as a birthday gift for myself on the promise of it not being easily fallen off. Complete rubbish, I wore it out the nexy day and I fell off without even me realising and I lost it because I could not find it. Needs to improve the quaility of the bracelet to make sure it will stay on customers arm. I love Swarovski's jewellry but if It means I will lose It easily, I am annoyed.

Amy Wu (customer relations) seems to misunderstand the fact that 1-2 business days does not in fact mean 4 working days. Tried explaining that paying £11.60 for "express delivery" should mean express delivery, but for some reason this did not seem to go through to her. Wasn't helpful, restated the same usual customer relations lines, and provided a poor service.

Also told me that there was a public holiday in Austria (which again is not my fault, and they made no mention of during the order process). Clearly it was longer than the number of days specified, and the public holiday is NOT my concern. It's still delayed the delivery and I deserve the £11.60 back since the item did not arrive when it was meant to. The company should take responsibility for this and realise that holiday or no holiday, it's caused delays for expensive delivery services.

Do not bother with paying extra for "express delivery", they'll bother delivering your item when they feel like it. It's a scam to get an extra £11.60 off customers.

On holiday in Tel Avive we visited your shop in and purchased some of your jewellery and we were told that the VAT would be refunded at the air port, but we had to go to another of your shops to get the correct forms. The cost to get to the other shop was £20 return. But the refund was going to be around £90 so we decided to go and get the forms as directed by your staff. When we got to Tel Avive airport to return to the UK we presented the receipts and the VAT forms to the VAT office where we were told that they were illegal and not acceptable for refund.
If we had been told this by your shop staff we would not have purchased these items nor wasted more money and time to get nothing.
How do I now collect the VAT refund
Thanks
Ken Morrison

I purchased a pair of Angelic Square Pierced Earrings with Rhodium plating in July, 2018. I cleaned them the other day in the jewelry cleaner I used for all my jewelry and was amazed to see the coating had come off and now it looks terrible. They are no longer shiny but rather an assorted array of dull gray coloring. I paid $59 for these earrings and was saddened by this occurrence as I would expect the quality to be better. Thank you kindly.

In June 2017, I took my watch to the HIgh Wycombe branch where it was bought a few months before. The pins were coming out so the the lady made me fill in a form then they sent it away and told me they would contact me when it returns. I left it 2 months where I contacted them and I was told they would contact me when they receive it as it is not in the store. This has continued until last week (14th Sept 2018) when finally my last call to them they said they found it because they had a clear out. Not once have I received a call from them.
I went to collect my watch to find the battery is not working and would have to be sent for repair and would take a further 2 weeks. I said to the young lady that this service is unacceptable and the communication is very poor. Her response was this is because we do not have a manager.
I have no choice but to send it as I was told I could take it to another company to change the battery which means I would have to pay. This would be the icing on the cake.

Melissa Levitt
[protected]

I went there to make a purchase and the manager was very rude and arrogant by demanding me basically to shut up when I asked her a question.
She needs a thorough training in customer service and don't need to have the manager position. She had an attitude and arrogance in her behavior and unpleasant and unacceptable attitude towards the community. Sales number on my receipt shows as U0099090.
After all, we are all humans, we should treat people by how we would like to be treated.
I am a frequent Swarovski customer and I do go to that location a lot and don't want to see this attitude again. Please take a serious action on this because she will
Most likely repeat it to others.

I was given the earring by my friend as a gift on June last year in Canada but few months later the crystal was falling one by one without reason. I didn't drop it at all. Now one of them is loosing 40%of its crystal. I took it to the shop here Guatemala where I live. I don't have a guarantee paper. They refused to repair it. And I wanted to repair and they said they didn't have that service. So what to do? That seems not reasonable that Swarovski sells products without any after service.

My husband purchased a gift for me at the Atlanta GA E Concourse Swarovski store while awaiting for our plane connections overseas. No one at the shop told him:

1. They were not a real Swarovski store but some sort of a franchise and returns could only go through them
2. Did not ask if him what size bracelet
3. Did not tell him there was a 14 day return policy (we were going to be gone longer than that period of time)

I cannot return to our store in California. Customer Service will only put in a complaint to the shop for not letting my husband know items 1-3. So, who in their right mind if they knew these rules would purchase a gift at the airport?

What are my options? I am completely flabbergasted by the response and behavior of Swarovski.

I purchased 2 products online to collect from store. I wanted to return one item in that store but this isn't possible because internet in store is down so they can't refund.
it has been down for 3 weeks and they don't know when it will be fixe but the store manager said it should be by the end of the weekend. he didn't want me to phone & check.
postal service will take ages as well. This is disgusting.
I called the store yesterday & they said it's a mains problem & they hope it will be fixed by next week but no guarantee. no one cares. I also tweeted about this to swarovski but no one replied

Hi

I hope you can help! I always buy myself a treat from Swarovski when I travel from Duty Free. I have been doing this for about 4 years and I travel about 3 times a year.

I tried to purchase a ring from Swarovskil at San Francisco Airport on Wedneday 4th April, 2018. They said I couldn't purchase as I was on an internal US flight. I was then going on to the UAE. They told me to buy it at JFK airport as I had an onward flight. They did not stock the ring I had seen in San Francisco.

I was disappointed as I wanted a reminder of my peresonal treat, so have not still purchased.

I udnerstand that this may not be Swarovski policy but seems a silly rule.

You need to look into it as you may not be aware of certain travel rules.

I have spent about £1000 Swarovski in the last 4 years and I love your big chunky jewellery and love the sparkle!

Please help.

Kind regards

Aziza Tickley

I made purchase of a pair of earrings at an event hosted by Charlotte White in Warwick, CT. I gave her cash for a pair of earring that she ensured me she would drop off if she took delivery. Although I saw her type all my information into an Ipad I received no email no receipt of any kind. Upon approaching Charlotte at our place of employment as she is my coworker I was told that the delay was due to her not closing out the party. Clearly I have no recourse as I have no receipt but I felt you should know how your brand which I know to be of the great quality and reputation is being represented.

Good morning, I ordered two items from you for a 10 year anniversary at work - order number [protected] and [protected], I paid for express delivery on the bracelet and left the other to standard. I required the item for Monday the 19th to present to the person. After many e-mails and gaining no reply at all, I contacted the customer service number on Monday to ask where my parcels where, when I spoke to someone who informed me neither had been despatched as payment had not been authorised, I immediately contacted American Express who confirmed both payments had been authorised I called back and was assured by another customer service agent that the express delivery would be refunded to me and that the items would be despatched, I then called back again to advise the customer agent that BOTH purchases had been authorised and he said he would look into it and come back to me, again the person didn't call me back or e-mail me to confirm, yesterday the bracelet arrived? no necklace, I am extremely disappointed in your Companies inability to communicate and especially on the lack of reply to all my e-mails, disappointed beyond belief. Please can you inform me when the necklace will arrive, I await a response. If I hadn't have called your company I don't be

All my friends give me Swarovski gifts because they know I love the pieces. I got a pair of earrings from a friend that came to visit me from St Louis over Christmas. I did not like the style, did not even get out of the box and went to the local Swarovski store at the Hillsdale Mall (San Mateo, California) with gift receipt to change for something else. The sales person told me she could not do it because she did not get the money for the sale, the gift was bought on a "corporate store" in St Louis. She also told me the "corporate store" would not exchange it because it is a a pair of earrings and there is something about earring that cannot be exchanged. I have never heard about this in my life and I have been a Swarovski customer fo over 25 years. If the gift could not be exchanged the store in St Louis would have not include the gift receipt. The interaction with the local store was unpleasant and the clerk was abrasive and unprofessional . How am I supposed to know what is a corporate store or not? This is ridiculous. I wanted to give you a chance to fix this before I ask all my friends to stop giving me Swarovski gifts.

I purchased an $80 necklace a year and a half ago (their jewelry is warranted for one year). I have worn it probably a total of 30 times max. The clasp stopped closing entirely and since I was worried I might lose the necklace, I took it back to the store in hopes it could get fixed. I didn't want a new necklace, and I didn't want to pull a fast one and rip them off - that's not in my nature. I do believe, however, that I should get REASONABLE use out of any product I purchase. I thought this was going to be an easy fix. I was told by the manager that they could send the necklace "in" to get fixed for a fee of $50. It covers the cost of repair, postage and "handling" - Ridiculous! I'm sorry, but I agree with many of the other complaints I've read. POOR CUSTOMER SERVICE! If I had purchased this necklace at Kohl's or Carsons or Macy's, there would be no question - it would get fixed quickly and with little commentary. I will NEVER PURCHASE ANYTHING from Swarovski again. Shame on them for attempting to rip off their customers! Are they kidding? Ridiculous policy, ridiculous service. Goodbye! Oh, by the way, I took my necklace to my jeweler - he fixed in in less than 5 minutes and then with a wink, told me it would cost $35 (after I told him your story) - of course, he didn't charge me a penny. Love these "Mom & Pop" stores!

Consumer Court complaint no : 536009

Swaroski has one of the worst customer support. Got a gift of swaroski pendant from someone who bought it from Mumbai Duty free Swaroski store. Now I want to exchange it and no one is entertaining me, Swaroski says talk to duty free and duty free says fly down to Mumbai in an International flight so as to reach us and exchange the product and also do the same in next 2 days... First & foremost answer from everybody is (Swaroski, duty free) we can't help u. I have a bill, product and I am trying to exchange it within there policy but still I am getting NO as answer. I have lodged a complaint in consumer court against SWAROSKI for not exchanging my product when I am complying all the conditions mentioned in their policy.

Please suggest me a way out to get the product exchanged anywhere in Delhi, also the bill is dated 24th Nov 2017 so give an extension to get the product exchanged as I am struggling for a solution since last 1 week.

Kind Regards
Karishma
[protected]

My ring broke at a wedding recently (someone found pieces on the floor).
I rarely wear it (only for special occassions)
I contacted Swarovski two (2) times and I have yet to hear anything back from anyone, not even an accnowledgement.
My husband gave me the ring for our 20th anniversary 5years ago and I love it.
I just want to know if I could get it fixed or replaced.
Someone please help!

Thank you

Laura Nicol
[protected]@yahoo.ca
[protected]

Hi - I purchased a silver ring when I was on vacation in Milan- Galleria Vittorio Emanuele - in the shape of a heart, in July 2016. The ring is marked silver and I have no problems with that 'finger' part at all. However, the top - the heart shape with the crystals appears to not be silver as the 'silver' has worn away leaving a copper-ish tone. This makes it completely unwearable, and quite frankly I feel conned - the ring shows it is silver so you would expect the whole metal to be silver! The ring is useless to me now.
A desirable resolution would be replacement of the ring with something that is fully silver.
Unfortunately, I no longer have the receipt but I am attaching a photograph

Good afternoon,

Hi I brought a ring from your Sutton Coldfield store. I wanted a small ring for my thumb but sort of got talked into a large one, I was happy with my purchase and had spent about 30 minutes there.

I don't know whether it was how many I tried on including my final purchase but I came home and couldn't get it on.

A day later we went on holiday and intended to return it on our return.

On our return my best friend was rushed into hospital with peritonitis and as a result had part of her bowel taken away and as she had no family I have been looking after her since as she can't do anything for herself.

At my first opportunity I went back to Sutton Coldfield today and saw two ladies including Jo.

I took my receipt and said I realised it was two months but fully explained why.
Jo said there appeared small scratches on the back. I said I hadn't wore it since trying it on many times in the shop. I wasn't asking for a refund I was happy to use £125 and if need be add to it to purchase something else. Jo said she was happy to do this but I needed to contact customer services so as I had made a special trip I rang outside the store. I spoke to Milly and she said she would ring me back, she did but appeared to be blaming the store saying they couldn't resell it. I didn't really look at the back when I brought it who is to say where theses scratches came from I explained I'm a retired fraud manager and wasn't happy I now have a ring I can't get past my knuckle.

I took the ring to my jewellers again in Sutton and she had to look through a magnifying glass to confirm there were small scratches on the back.

I wasn't asking for a refund and feel very let down. I have spent many hundreds of pounds at your stores.

Sent from my iPhone

I purchased a watch for my mom with the reassurance that if she didn’t like it she could always return it with the receipt.

My mom ended up not liking it and wanting to return the watch, and when we went back they wouldn’t allow us to return but only exchange since we only had the gift receipt. My mom really tried to look around for something but there was nothing she really wanted.

I don’t understand why we can’t receive a refund even with the original form of payment and gift receipt like we were promised in the first place.

We know my mom is picky which is why we were hesitant on buying it in the first place but the woman at the register told us we can return it for a full refund when we obviously couldn’t when we came back...

I purchased this product on the 17/7/17 for special occasions.
This jewellery set was worn once and the crystal fell out of the setting on the 2/9/17. As I was going on holiday out of the country on the 4/9/17 therefore I was unable to return to the store where I purchased this jewellery set until 12/9/17.
I went in to the store and spoke to the manager as I wanted a refund due to the item being faulty. I was told I could not have a refund as it was not company policy with the receipt date exceeding the 28 days returns policy. It was put to me I could not have a refund and my only options were to have it repaired or exchanged. I was not happy with this as the product was clearly faulty.
Firstly, I had only purchased this item six weeks prior and secondly, did not want the same item again as felt this could happen again . This is not an every day piece of jewellery and if an exchange was accepted I would not feel confident in wearing it. I clearly got very upset in the store with the managers attitude, she did not want to listen to me and kept throwing company policy to me . The item was being returned as a faulty item not an unwanted item . She would not except this and bought two security guards in to the store to remove me .
She threw a customer services telephone number at me and I said I was not leaving until she rang them . This was no help as they said the same . She then said to me the only way I would get a refund was to proof to YOU that the product was faulty the day I purchased it when leaving the store . I asked for her name as I said I would be complaining, she said she did not have to give her name . I could not believe her attitude and left the store with the security guard very upset . As I was traumatised by this incident my husband had to return the next day and had no alliterative to accept this going back for repair due to them then not actually having another one for an exchange .
I am now out of pocket by £125.00 and awaiting a repair on an necklace that will take up to six week to come back . Its a absolute disgrace a customer can be treated in such a way . I have worn and bought Swarovski jewellery for years for myself family and friends . This experience as made me lose total confidence with your company and I will never recommend you to anyone . I cannot believe customer care means nothing .
I have made watchdog aware of my experience as cannot believe even your customer services help your customers when buying faulty goods