ComplaintsforTiffany & Co.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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 I called customer service to ask for an exception because:- it's a current product, it's not out-of-date, etc.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

  More info

  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,

  *******************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I reached out to Tiffany & Co. customer service February 8th to ask questions about a necklace I was interested in for a valentines gift. I ended up placing an order the same day. My order shipped on February 9th, it was supposed to arrive February 13th. The tracking number I was provided through *** says my packaged was delivered. I did not receive any package. I called Tiffany & Co. customer service the same day. I talked to a lady who was genuinely concerned and wanted to help. The reason Im writing this complaint, because I was asked if I waived required signature. I did because a signature would require me to physically sign for the package when Im at work. The customer service agent who helped place the order through message did not tell me, notify me or even mention I would be held reliable for the package. I have all messages and contact saved. I would like a full refund for the item I did not receive. I would like Tiffany & Co. to not fire the employee for a simple mistake. All I want is a refund. Thank you.

  Business response

  03/08/2024

  Dear BBB,

  We reached out to the client today with a resolution and we are awaiting a call back.

  Sincerely,

  **********************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the silver beaded bracelet with gold heart on Boxing Day of 2023. I wear this bracelet sparingly and when I do, it goes back in the box when I take it off. Safe to say, I take good care of it. I wore it today and when I got home I realized it was no longer on my hand. The clasp was faulty/defective. I messaged Tiffany and was told that they cannot do anything. I explained to the rep that there is no way I could have put it on incorrectly because if i didnt clasp it properly, it would have fallen off right away. She said she cannot comment on that and proceeded to ask if there was anything else she could do to help. This was an expensive purchase for me and something Ive been saving up for and I dont see how a faulty clasp is the customers fault. Truly disappointed to know that 1k is down the drain and Tiffany is not willing to help me with this matter. A faulty item is Tiffanys issue, not the customer.

  Business response

  03/07/2024

  Dear BBB,

  The client communicated directly with the store leadership team and was offered a full refund on February 23, 2024.

  Sincerely,

  **********************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a necklace for my daughters birthday 1/10 and was supposed to receive it by 1/15. Her birthday was 1/16 and by 1/17 the order still had not shipped even though I did get a notification that it shipped but the label was only created and the carrier never received it. I was told I had to wait another 24 hours and by the time before a replacement can be made. I would have to wait another 5 days. This is ridiculous and a 13 year old birthday has now been ruined and now I have to wait even further. I would like my money back.

  Business response

  01/30/2024

  Dear BBB,

  We apologize for the client's experience. We have been in contact with the client and have since sent an apology letter and gift to her for missing the need by date for her daughter's birthday. The gift shows delivered on 1/29/24.

  Sincerely,

  ********************** 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction - 1/5/24 Hello, today I received an order that I purchased online at Tiffany & Co. The item i received is the incorrect item i purchased, and of less value then the item that i purchased. I have reach out to customer service multiple times with no resolution from the company regarding a refund or providing me with the correct item that I purchased. They are trying to hold me accountable and inconvenience the consumer for a purchase that was not made on my end.

  Business response

  01/30/2024

  Dear BBB,

  The client was sent the correct replacement piece and the item shows delivered to the client on 1/10. This has been resolved.

  Sincerely,

  **********************

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 4 necklaces and 1 bracelet from thus company. Unfortunately I was sent the wrong necklaces that were of less value than what I paid. I want to return them and received a refund but was told I'd have to pay more money to to return the items for shipping. So I requested the items I paid for be sent to me and they refused to send me what I ordered and paid for. I've looked online and this seems to be a pattern with this company and I believe they are using fraudulent business practices.

  Business response

  12/28/2023

  Dear BBB,

  I called the client and explained that she made a purchase from a website that was not ours and unfortunately we could not assist further. Advised the client to contact her bank to see if they could assist.

  Sincerely,

  **********************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 12.12.2023 I made a purchase for $1317.60. I shopped a section of their website titled "Holiday Gifts." Immediately after accepting my order and taking payment, I get na e-mail the item is backordered. Not additional details on when it would ship, again from a section titled "Holiday Gifts." Upon contacting them they inform me the item will not be available until February. Why wouldn't this be communicated in the product description? Why are they allowed to take money for an item they claim to have when they do not. How can they provide no resolution besides "We canceled your order and released the funds, it can take 5-7 day for it to credit your account?" They have now placed a lien on money during a very expensive time of year, when they should never have accepted money for an item they don't have. Our states consumer protection laws call for 3x the value returned to the consumer, I am not looking for that. I want credit for the item they took money for, and since they are holding this money hostage not allowing us to buy additional items we need for the holiday, I expect 1x the value in compensation vs. me taking 3x the value if I contact the state. Order # *********.

  Business response

  01/30/2024

  Dear BBB,

  The client was contacted back on 12/14/23, and was advised that the order was cancelled and the funds had been released. If he has not received his funds back he would need to connect with PayPal.

  Sincerely,

  **********************

  Customer response

  01/30/2024

  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:

  Please confirm a record of this merchant selling an item that was back ordered, without letting the consumer know until after they have taken the consumers money, and then holding up those funds for over a week during the most expensive month of the year. It is illegal to sell and accept money for a product or service you can not honor.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase a bracelet for my daughter at Tiffany's in the **** ******* ********** location on Oct 22/23. I was shopping at ************** Mall and ended up the bracelet at Tiffany's Sherway location since the receipt indicated I could return it at ANY Tiffany location. I was issued a refund. On Nov 3/23, The Tiffany rep named ****** contacted me to advise me since it was purchased at **** ******* it must be returned there. She would need to charge my credit card with a promise I would get the refund through **** ******* so I don't have to drive to the Sherway location. I trusted April with my credit card, knowing they had the returned merchandise. a Tiffany Rep at **** ************************** contacted me verifying my credit card info. I received email confirmation the refund was issued Nov 9/23 for $2881.50.It is now Nov 23/23 and I've yet to receive the refund. I've made four attempts to resolve the matter to get my refund to no avail. All I'm told is that it was refunded. I've contacted both my credit card company and Global Payments ( **** ******* POS provider) and there is no refund. I'm not a merchant of Global Payments so little information was disclosed to me. I've made a final attempt on Nov 22/23 to inform **************** I did to receive the refund and my emails and text messages have been ignored. attached files:-Tiffany Sherway receipt of the return -Tiffany new charge for merchandise with promise of refund from **************** -text messages April/***** -emails requesting refund

  Business response

  12/07/2023

  We are very sorry that this customer is having issues having her refund processed, however, **** ******* is not a party to this transaction.  Tiffany at *************************** is an independently run shop, and accordingly, the customer must follow up with ********************** directly to address their concerns.
  
  **** ******* has discussed this customers concern directly with Tiffany and is confident that Tiffany's representatives will resolve the issue appropriately.   

  Customer response

  12/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I went to Tiffany to return the bracelet but told I was to receive a refund from **** *******. Please find the attached receipt of the purchase from **** *******. So clearly its a **** ******* situation. 
  

  Its  been 1.5 months since my return and Ive yet to receive my refund on my credit card. 
  

  Regardless, both are terrible companies. The person who responded to this complaint clearly did not bother to look at the email correspondences prior to answering. If they did, they would find attached receipts of the items. A classic case of, its not our problem follow up with the someone else. 

  ****** *******

  Business response

  01/05/2024

  Dear BBB,

  We apologize for the delayed response. The matter has been resolved and the client was notified by her bank that she will receive the refund request.

  Sincerely,

  **********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩