ComplaintsforTiffany & Co.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My aunt purchased a Tiffanys ring for me before she passed. I put it on today and the 3 diamonds fell off and the ring broke in half. I am very upset about the quality of this ring and am very disappointed as this is the only piece I have to remember my aunt.

  Business response

  12/28/2023

  Dear BBB,

  We are so sorry to hear the ring broke. Please have the client either call ************ to speak to someone in the service center or provide the name of the purchaser so we can gather more details about the item.

  Sincerely,

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

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,This is regarding my purchase at ********************, order number *********. I returned the item to the store Oct 28, on that day the store tried to refund me but somehow the register froze. I was told to leave the necklace there and they will figure out the refund. After that I have visited the store two times, talked to two managers. But till now I was still not been refunded. I demand the refund to be issued ASAP.

  Business response

  01/05/2024

  Dear BBB,

  We apologize for the delayed response. The store encountered technical issues when the client initially tried to return the necklace. After the technical issues were resolved, the store was finally able to accept the return. This is resolved.

  Sincerely,

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

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction- June 27th 2023. I bought a narrow t wire bracelet made with REAL 18k gold. I used this bracelet a hand full of times with care. The bracelet has completely bent out of shape. When I try to contact customer service they said they will repair it but I no longer want a product that was promised high in quality *********** to break again. And not to forget after one year i will get charged for constantly having to repair this bracelet. It is a scam that they are selling this product at its $1900 price point just for them to constantly repair and then charge THE CUSTOMER after one year. Why should I use and pay for a faulty cheaply made product? This bracelet should not be advertised as it is because it is a scam.

  Business response

  01/08/2024

  Dear BBB,

  An email was sent tot he client on 1/5/23 offering a resolution. We have not heard from the client to date.

  Sincerely,

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

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec 26, 2022 - Each yr my husband surprises me with expensive gifts from either LV, VALENTINO, ****** etc. These gifts are purchased for anniversary, birthday, and Christmas. For the past three years, he started surprising me with a gift from Tiffanys. I now have the Tiffany gold T necklace, the Tiffany T gold bracelet, with my last piece being that of *********************** Diamond by the Yard Bracelet. I adored this bracelet. In June 2023, I called Tiffanys as I noticed that one of the diamonds had fallen out. I was told since it was under a year (purchased on 12/26 2022) it was under warranty. My husband surprised me with a trip to ** wherein I thought we were headed to ********* for our 8th wedding anniversary this year. We stayed at ******************** in SC, later realizing there was no Tiffanys location in that area. Upon returning home, called Tiffanys again and was told I had to send it in for evaluation. This time I was told it was left up to the repairman to make that decision. I then hung up and called customer care and told her of the two conflicting stories. She asked that I mail the bracelet to them at their expense as it was under a year since it was purchased, 6 mos to be exact, and that it appeared the bracelet was defective. She stated she would follow through until the end to keep me informed as to its arrival, which she did not, and would keep me informed of the status, and she failed at that as well. I received a letter in the mail after almost a month that I had to pay over $400 for the repair, sealing of the bracelet to ensure no more diamonds fell out, and to replace the diamond. I was shocked and disappointed at the same time. With this being said *** asked my spouse to never buy from Tiffanys again as it appears the diamonds in their jewelry are not secure when placed and the warranty is not all its cut out to be. Again, I am highly disappointed as I loved the bracelet so much. The bracelet cost $3,780 (tax included).

  Business response

  12/28/2023

  Dear BBB,

  This matter was already resolved. We offered the client to send back in the bracelet and we provided a complimentary servicing, which the client gladly accepted.

  Sincerely,

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

• Initial Complaint

  10/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  After mine and my fiancs experience here, Im not sure we will even come back to get our wedding bands here. My fianc came in to go ring shopping for me on Sep 16th 2023. He had an exact picture of what I wanted and showed this sales lady, ***************************. According to him, she shows him a a few rings (out of his price range) and a ring that he thought was the exact one I wanted. This lady duped him into buying the wrong ring without even telling him it was a different ring. A discontinued ring, at that. It was $5400 before tax. He knew I wanted that EXACT ring in the picture, and trusted *******. When he proposed, I instantly knew it was not the one I wanted. I did not want to hurt his feelings and thought okay, maybe once its sized to my finger I will like it. Boy was I wrong. This same lady, *******, also did not disclose that once a ring is resized it CANNOT be returned. Because once I got my ring, and it was resized and I wore it a few times, I decided it was not for me. So we attempted to exchange the ring, and this is what we were told, NO REFUNDS/EXCHANGES ON RESIZED RINGS. All she did, was try to upsell us and try to get us to spend MORE money to upgrade the ring. I dont think so lady, I already dont like what you picked out for my fianc, and you duped him into buying a discontinued ring that was not the one we wanted. My fianc is also a veteran, and she did not ask him if he was one, he could have had a 10% discount. She attempted to get the discount applied after the fact only to be told he signed a contract and it cannot be applied. I also want to add that my ring did not come with a certificate, as most diamond rings do. ESPECIALLY TIFFANY. So that is suspicious. All I have to show for it is a receipt, which I cant even use to return it anyway. Anyway, Im pretty sure this is the last time we will be doing business with this place. Im now stuck with an engagement ring that I do not like.

  Business response

  12/28/2023

  Dear BBB,

  It seems as though this matter was resolved at the store level a few months ago and the client was happy and satisifed after correcting the issue.

  Sincerely,

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

  Customer response

  01/05/2024

  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

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Tiffany Necklace for my daughter while I was visiting a friend in *******. I explained to the worker in the store that I wanted something my daughter could wear daily and that would be durable and sturdy. She recommended the Olive **** Necklace. I purchased it for $300 . When I got it home I intended to gift it for Christmas but instead decided to go ahead and gift it. I returned it once because it tarnished within a couple of weeks. I was told to "please give it another try and accept a replacement" I was assured both times that this would be a piece that would be usable. I received a replacement piece and the pendant tarnished within a little over a month. It looks horrible and won't clean with *********, which is what they recommend. I called tonight to return the piece and they are now saying that I can't return it because it is over 30 days. This necklace is defective as silver shouldn't tarnish this quickly. I have silver jewelry that I haven't cleaned but twice a year. This piece of jewelry is defective and I want Tiffany to stand behind their TWO agent's agreement to refund if it tarnished again. I am 5 days out of the 30 day extension policy. I spoke with ****** in ********** and her manager **** said they could not honor my request. Don't buy jewelry from Tiffany and gift it later because if it runs over the 30 days you are screwed. I certainly expected better out of the quality and reputation of Tiffany Jewelry Store. They did offer a cleaning but what happens the next time it won't clean.....this is just a scam to extend the time so they don't have to honor the warranty. Second Order # *********

  Business response

  11/10/2023

  Dear BBB,

  The client's request to return to piece was granted to resolve the situation.

  Sincerely,

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

  Customer response

  11/12/2023

  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:   This is absolutely untrue!  I have NOT been contacted by Tiffany and they have made NO attempt to resolve this complaint!  Please please keep this complaint open as I still have a defective necklace that Tiffany has made no attempt to FIX.  

   

   

   

   

   

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

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

  Business response

  12/28/2023

  Dear BBB,

  The client initially reached out to our 800 number on July 30th advising it tarnished. A call tag was sent to her to send the piece back in where they offered an exchange. The item was returned to us from the client on August 8th for a duplicate and on September 20th. The client called in again and was given an option for a complimentary cleaning as we were unable to process another return. 

  After some back and forth, the manager approved another return on October 30th.

  Sincerely,

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

  Customer response

  01/05/2024

  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

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ring at Tiffany and co. In *************, March 22, 2023. I retuned the ring to my home store in ********. It was given as a gift but she didnt like it I paid partly by credit card and ****** cash. The credit card refund was processed but I have yet to receive the ****** cash refund yet. I have called customer service repeatedly with no results. Im want my money

  Business response

  11/27/2023

  Dear BBB,

  The refund was processed and the check was issued under the daughters name who was the original purchaser on the Sales Order. The client was informed of this information so she is aware.

  Sincerely,

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

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a necklace Tiffany & Co. order Tiffany & Co. order #*********. On 9/12/23 with a delivery of 9/13/23. The shipping was noted to be received at 10:08 this morning with a signature although there was no one at my home until 6p CST. I contacted tiffany ** and they told me that Im a thief and Id have to wait for **** days for an investigation. I want all of my money back asap.

  Business response

  11/27/2023

  Dear BBB,

  The client was advised that due to our Policy, we would need to begin an investigation and would not be able to move forward with a refund or replacement until the results of the investigation were received. She was advised that she could file a police report to dispute the charge if she did not want to wait on the results of the investigation. The results of the investigation determined that the package was delivered to the correct address as promised and was released due to an indirect signature release the client has on file with FedEx.

  Sincerely,

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

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own an *********************** diamonds by the yard bracelet that was purchased in 2018 for $4,000. Since then the clasp has broken multiple times. It was most recently fixed in July 2022, and subsequently broke again in September 2022. At the time of the repair in July 2022 the ** understood my concerns about the delicate nature of the clasp, but informed me that it could not be changed to a different style. I told the ** that I was concerned that there was a design/quality flaw in the clasp because of the number of times it had already been fixed. Due to personal reasons, I was unable to bring the bracelet back to be fixed for the 3rd time until September 2023. When I went to the store today I was told that I would need to pay for repairs as it was outside of a 1 year warranty. When I had the bracelet fixed in 2022 I was not informed that there was a warranty. When I explained to the ** that I was concerned about the quality of the clasp from the last repair and the ongoing repairs that the item was requiring, she told me that the issues were my fault from how I was wearing the bracelet. She insisted I pay the repair costs despite the fact that the bracelet has required repair multiple times in the past 5 years and would likely need the same repair again in the future. After being unfairly blamed for the damage, the ** told me Tiffany would not help with my quality issue and that I needed to pay the repair costs at Tiffany or I could take the bracelet elsewhere.

  Business response

  11/03/2023

  Dear BBB,

  We certainly understand that the client could not go into the store for personal reasons when it broke again; however, the client did not call in stating that the item was broken again but could not get to the store. We are unable to modify it with a different type of clasp because of designer restrictions. 

  Sincerely,

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

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a necklace from Tiffany in store that they shipped to home on 8/8/23 and was received a few days later. I worked with a salesperson who recommended a necklace for my charm. I was never informed that there were different density of chain. I received the chain a few days later and wore it twice and it was so thin and poorly made the link that connects to the clasp came undone and luckily I didn't lose my charm. I have been a customer of ******************'s since 2009. I went in store today to make an exchange and explained to the manager I needed to exchange the necklace and what happened. She pulled up my sale saw it was recently purchased and found a different chain and had a sales person go get it. The sales person said will we purchasing this I said no it's an exchange she said you can't exchange it.I asked why not? It's defective she said even if you wore it once we can't take it back. I asked for a manager so the same lady who was helping me all along came out and now changed her story like oh yes we can't exchange it. I requested corporate assistance she said a regional director was there and she would speak to her. She came back and said instead of charging me $70 for a repair she would charge me $35. I asked to speak to the director she came out and challenged me treated me like a liar and started saying they can send it off and if their repair people say it's not wear and tear she could replace it.I asked what wear and tear i've barely had this necklace two weeks if you check my purchase history i've never returned a product and take care of my items. The necklace is not worn and torn down the middle it's clearly broken at the latch. I trusted this luxury brand it's lets than 30 days and I'm willing to exchange for a more durable more expensive item and they refused to assist me. It was clear unfair and inequitable treatment. I wish to be refunded or receive a store credit towards the new purchase.

  Business response

  09/05/2023

  Dear BBB,

  We apologize for the delayed response. Please provide the store location the client went into so we can investigate the matter further?

  Sincerely,

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

  Customer response

  09/07/2023

  The location was at *************** in ******,** *******************************************************************************

  Customer response

  11/02/2023

  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 necklace was defective. It broke with their charm on it. I did not damage the necklace. They are calling me a liar but openly admitted that they have had the same issue with their personal necklace. Why would I lie about it. I bought a necklace from them for their charm the recommended in less than two weeks and two wears it broke. They lied in the store and it was an exchange, they treated me with a lack of respect and had three different people tell me something different one being a director and one a manager. I will take legal action against them and file a small claims. This appears to be unfair, not equitable, and discriminatory practice.

   

   

   

   

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

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

  Business response

  11/22/2023

  Dear BBB,

  Please accept our apology for the delayed response. The item could not be returned because it was not in saleable condition.

  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. ↩