ComplaintsforTiffany & Co.
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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a Tiffany South Sea ********************* Pendant for $3928.5(including taxes) on 05/08/2024 as a gift to my wife, the package came on 05/10/2024 night. After I opened the package, there were just gift wraps in the package but not the necklace. And the receipt was also missing from the package.I reached out to Tiffany on 05/11/2024 and they said they opened a case for investigation and needs a couple of weeks to get a conclusion.On 06/18/2024, I received an update from Tiffany saying the investigation was completed and the claim was denied. Tiffany suggested I dispute with my credit card company. I tried to dispute but the dispute was rejected on 07/04/2024.On 07/05/2024, I called Tiffany for the reason why the claim was denied, it turned out that they asked ***** to do an investigation and ***** just gave them my signature and photos of the package. I told them I actually have evidence suggesting the package was opened and taped back but Tiffany said I should have noticed that at the time I started the claim and there is nothing they can do even if I have new evidence now. Tiffany did ask me if I saw the package came damaged at the time I filed the claim but I was not able to tell since the package was opened from the side and taped back carefully. I only noticed this after a closer look but Tiffany never followed up with me on if I have new evidence or they progress on the investigation.Business response
07/12/2024
Dear BBB,
After further research, we are providing a refund to the client. The refund has been processed and will be returned to the original method.
Sincerely,
**********************
Customer response
07/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
********
Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a bracelet last week it showed up, it was not what I thought so I did a return and got in the chat asking if I order a different one before I return my one I received if it could be expedited to be here by today which is June 25th, I was assured that it would be here by 8pm today! Its now 10:42 pm no bracelet I have tracked it and its at customs!! Got back in chat nobody can help me, I have the chat proof confirming it would be here now my daughters graduation is tomorrow and I have no gift!!! I wouldnt have sent the other one back if I would have known, I even offered to pay for it to be expedited same day shipping ******* as they had it in stock! I am not a happy customer this has ruined my daughters graduation as I will have nothing to give her!!!Business response
07/15/2024
Dear BBB,
We apologize for missing the client's need by date. After thorough investigation, we see that the second order was lost in transit while in the carrier's possession. We have contacted the client to offer a resolution.
Sincerely,
**********************
Customer response
07/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
06/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Hello Sir/madam I bought a necklace at the Tiffany&Co store in the ***************** in *******. I asked to return the necklace to the store credit. Because this necklace has never been worn. It's brand new. The request was refused by the direct manager of the Tiffany&Co. However, she didn't give me any other solution. The store manager was so rude that she didn't even send me off. She said that if I was not satisfied, I would complain to customer service. Then I wrote many emails to the customer service of this company. And got a reply that they only served online orders. Their departments have passed the buck to each other, which has left me with no way to lodge a complaint. I think Tiffany&Co's store in ***************** is very disrespectful to consumers and I have been treated unfairly. I'd like to ask this institution to follow up for me. Thank you for your help!Business response
06/25/2024
Dear BBB,
The situation has been thoroughly reviewed and the store will be reaching out to the client with a resolution.
Sincerely,
**********************
Customer response
07/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***************
Initial Complaint
05/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am writing to file a formal complaint against Tiffany & Co. regarding their refusal to repair my diamond ring without additional charges. Less than five months after purchasing the ring, a diamond fell out, and I reached out to Tiffany for assistance. Unfortunately, their response was unsatisfactory, and I believe this situation warrants intervention.Details of the Incident:Purchase Date:December 18, 2023 Issue: A diamond fell out of the ring only months after purchase.Contact with Tiffany: I contacted Tiffanys store in Natick Massachusetts and customer service to request a repair under warranty.Tiffanys Response: Tiffany informed me that repairing the ring would incur additional charges, despite the issue occurring within a short time after purchase.My Concerns:The ring is still under warranty, and I expected Tiffany to honor their commitment to quality and craftsmanship.The diamond falling out so soon after purchase raises questions about the rings durability and workmanship.I believe that Tiffany should repair the ring at no extra cost, considering the circumstances.Desired Resolution: I kindly request that Tiffany & Co. repair my diamond ring promptly and without any additional charges. As a loyal customer, I am disappointed by their unwillingness to address this issue satisfactorily.Steps Taken:I contacted Tiffanys customer service via email on April 25, 2024 I provided all necessary details and expressed my dissatisfaction with their response.Business response
06/17/2024
Dear BBB,
Please accept our apology for the delayed response. Our Product Commitment covers any defect in materials, craftmanship or service. After reviewing the order, it was noted that the diamond was missing due to impact; therefore, the servicing fee was accurate.
Sincerely,
**********************
Customer response
06/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The company claim that there was an impact that caused the diamond to fall out is incorrect. The diamond fell out due to shoddy craftmanship. The fact that the company refuses to reimburse a loyal customer for their manufacturing defect is surprising and incredibly disappointing.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
05/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
February 18, 2022 In memoriam and honor of my precious and beloved grandmother I purchased a beautiful strand of pearls ($2900) and diamond heart pendant ($3150) from Tiffany & Co. During a recent wedding ceremony the strand of pearls unexpectedly broke free from my neck with loose pearls scattered around. I understand the do & dont and care for my pearls in addition to having had them professionally examined. After being released from the hospital I reached out to Tiffany & Co. to return and restring my pearl ******** along with examining the diamond heart pendant. April 19th, 2024 I spoke to ****** (****) she never called me back. One week later, April 26th, 2024 spoke to **** he reassured me he could handle (I requested senior leadership) to send me a return label and pick up packaged items (Im disabled) and letter stating the label/package would be insured up to $10,000.00. no label, no letter, nothing and yes I checked spam mail. April 30th, 2024 ***** in **********, ************** center I requested to speak with senior leadership I got lip service their all in meetings I will put in a request for a call back - NOTHING! Today, May 3rd I call corporate ironically routes me to *****. This is the same ***** from one week ago whos acting surprised puts me on a long hold then replying leadership must be in a meetings! I told her to stop talking that I want a call back no later than today and Im filing complaints. I am demanding contact by a member of leadership with an apology acknowledging their utter disrespect and disregard of my valuable time while dealing with very serious health issues. communication support and NO response to my issue and repair of my ********! I am outraged and I vow to never purchase another piece of Tiffany & Co. again!Business response
06/11/2024
Dear BBB,
The company has gone above and beyond its normal practices to accommodate the client.
We have sent her a replacement complimentary item and also sent her a label to have the original one returned for a complimentary restringing.
With this resolution, this case is considered closed on our end.
Sincerely,
**********************
Initial Complaint
05/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order and the item was available Tiffany website. The funds were taken from my bank and order was not fulfilled. The manager than said the item was unavailable and there was nothing they could do but get me another size. Why would I get another size.Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a wedding ring set from ****. On his recommendation had sizing and fitting done to their recommended design. 6/5.5/6. few months after receiving the ring and having it properly cared for and inspected multiple times ring was cut off at ER due to improper sizing. When we came in to find a solution to the problem my wife was called pregnant/ fat and that it was our problem. we made them resize and what do you know her finger didn't change in size that it should have been mad a 6/6/6 instead of 6/5.5/6. They want to charge us $1375 not even 6 months after rings combined. Sorry but no stand behind your product and what you sold.Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband gifted me a necklace for Valentines Day and it was a bit short. I sent it to have inches added to it and to have it engraved on March 13 2024. More than a month later I hear nothing about them. I have been calling to inquire about it and they keep giving me the run around telling me they are going to send me an email to authorize the changes and I have yet to receive the email. Ultimately I told them to send me the necklace back and they are refusing to do that as well. This is by far the worst customer service I have ever received.Business response
04/19/2024
Dear BBB,
A repair order was created for the client on 3/19/24. We needed to contact the client to clarify the engraving style and font so we reached out to the client 3/29/24.
The email with the charges were sent to the client and approved by the client on 4/18/2024.
The order is expected to be completed and returned to the client on or before 5/13/24.
An email with the tracking number will be sent to the client when the item ships.
Sincerely,
**********************
Initial Complaint
03/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a pendant via the web site as a christmas gift for my wife and she did not like it. We spent a lot of time on time on the web site trying to pick a different item, but it came down to needing to go to a brick-and-mortar store to see them/try-them-on in person and we do not live in a city with a Tiffany's store. Still within the 30-day exchange period, my mother for whom I was providing live-in care in home hospice, died and that upended our lives for the next 4-5 weeks, and unfortunately the Tiffany pendant didn't rise above the death of my mother and dealing with the fallout from that. Now 81 days later, we've remembered that we needed to deal with it, and actually weren't even aware of the 30-day policy. I called customer service to ask for an exception because:- it's a current product, it's not out-of-date, etc. it's still currently being sold at the same price.- it's in pristine condition, having gone from the christmas tree to the dresser drawer, never being taken out of the box and tried on.- we want to exchange upward in price, meaning more $$ for Tiffany & Co.but I was told no, and then I said "so you don't care that it's creating bad will and a desire to never shop there again you guys don't care" and the representative said "mmm hmm" which equates to yes.We would like to exchange it, and it would be for a more expensive item, and we'd like to continue to shop there in the future, but without a resolution to this, we certainly will not. We get the reason for the policy, but we don't get that they can't add a human element to it and make exceptions, and at least look at the item and packaging and see that it can go right back on the shelf in perfect condition. Seems like bad business.Order #: ********* SKU : ********Business response
03/29/2024
Dear BBB,
We were able to connect with the client today to offer an exchange, which he gladly accepted.
Sincerely,
**********************
Customer response
03/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***********************
Initial Complaint
02/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Hello,On December 3rd 2023, I placed an order for an item with Tiffany & Co. The following order number was processed with this order: *********. However, it appeared the order didn't go through and the money was refunded to my bank. Christmas was coming up, so I went ahead and sent the money to my girlfriend, who was receiving the gift. She placed another order for the item on my behalf. Here is her order number: *********. Shortly after this order was placed, I had the money taken out of my bank account again, without my authorization. So now I had two orders open for the same item, I tried in vain to contact Tiffany and *** but they said they couldn't refund unless I shipped the second cross back to them. However, they never shipped the second cross back to me, this all happened in December, its February still no cross. Still no refund to PayPal. I am reaching out to BBB to get this resolved, as I have not been refunded and still the cross has not been shipped yet. If I could get refunded back to my master card, or the PayPal my girlfriend used to place the second order, that would be great.Thank ********** ******Business response
03/26/2024
Dear BBB,
After doing some research, order ********* was placed on December 9, 2023 and was only shipped out on February 19, 2024.
We did receive a return from the client on February 27, 2024 and the refund was issued on the same day to the clients Paypal account.
Sincerely,
*******************************
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Customer Complaints Summary
129 total complaints in the last 3 years.
56 complaints closed in the last 12 months.