ComplaintsforSwarovski North America Limited

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a watch from Swarovski in May 2023. Several dials of the watch fell off and I brought the watch in for a ***air (under warranty) on July 8 2024 to the Swarovski store in ********************, ************. The assistant manager there, ****, initially told me that he could not take back the ***air because I didn't have a box for the watch (that had been purchased over a year earlier). Eventually, he was able to find a box in his jewelry store and was able to take the ***air. He did not give me any receipt or any number to track the status of my ***air and he told me that the watch would have to be sent overseas for ***airs. I have been in touch with Swarovski several times and they do not know the status of my ***air. It is currently two months since I sent in the watch and the watch has not been ***aired or returned, nor can anyone tell me where the watch is. However, the customer service *** I spoke to said that the ***air center is in the **, so ****************** lied to me when he told me that the watch needed to be sent overseas. He also told me that the watch could only be returned to his store, even though I was going out of state and requested that it be returned to a Swarovski store in a different state when the ***air was complete. At this point, I do not know where my watch is or when (if) it will be returned. Swarovski customer service has been unable to help me. ****, the store employee, has messed this up badly.

  Business response

  09/06/2024

  Hello *****,
  We are sorry to hear that you have had a poor experience with your repair.   I have looked into the matter and see that your repair was sent back to our repair facility on July 8th and received at the end of July.   Your repair number is **********.  After speaking with our repair team they have advised that your watch has already been sent to our specialized watch repair partner and is anticipated to come back to our facility in the ** in approximately 2 weeks.  It will then be sent back to the store where you will be able to pick it up.   We understand the frustration with the time frame but please understand that watch repair is a delicate procedure and we strive to ensure they are brought back to pristine condition.  The typical lead time for repairs is 2-3 months, but with the delicate nature of watch repair it can be a little bit longer.  Thank you for your patience and we will get your watch repaired and back to you as soon as possible.
  

  I also see you have mentioned that you wished to have your repair sent somewhere else, can you please advise which store you would like to have it sent to and I will personally reach out to our repair team to see if we can get it sent there for you instead.   Thank you again for your understanding.  

  ****

  Customer response

  09/07/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********, assuming that my watch is repaired and returned to the store in the timeframe that you mentioned. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I had wanted the watch to be sent to a different store initially but that is no longer relevant, given the extended time frame for the repair. 

  
  Regards,
  
  ***********************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to return diamond earrings at Swarovski store in **************** in *************, **********. I bought the diamonds at another location. I was returning the earrings 12 days after purchasing them. On the receipt it says you have 30 days to return diamonds. 14 days for regular purchase. The district ********************* said they could not take the earrings and that needed to drive one hour 1/2 to the store I originally brought them from. Nothing on the receipt says, I have to return the product to the original store. I felt I was treating extremely unfair. I am willing to take this to top management but is impossible to reach anyone with authority. Please investigate why they each store makes their own rules. Thank you

  Business response

  06/06/2024

  While our return policy is 30 days for the *** items, items are supposed to be returned in the original packaging unworn in new condition.   The store shared that the items had been worn which in most cases would exclude the items from being returned.   When the return was first requested the store was willing to take back one of the pairs but not the one the customer had been seen wearing, instead they were willing to offer an exchange, but this was not accepted.    As the case has been escalated the regional manager has agreed to make a one time exception and the store manager will be reaching out to take the return.   

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited the Swarovski store in my local mall a couple of months ago to show them a necklace I have where once again, a crystal came lose and was out. The manager there told me they are no longer honoring the lifetime warranty. They did away with it and would not honor it anymore even for customers who purchased their pieces under he lifetime warranty. I was pretty surprised. I thought the way this worked is that, if someone purchases something under a warranty, they are "grandfathered" under the terms of that particular warranty especially if they have proof of the purchase.I purchased this pendant when they offered a lifetime warranty. They since changed this. they cannot make up their minds. First they go from a lifetime warranty to a ridiculous one year warranty. They must have got many complaints on this and it had to have affected business because then they changed it again and now charge a yearly fee to have jewelry etc., repaired. Now they are lying and trying to say they never had a lifetime warranty. That is a total lie. I dont' know who they think they are fooling. I had brought this pendant in, to be repaired 2x already. It is not my fault that the crystals are not staying in, and that they cannot decide what to do with their warranty. I have proof that I purchased this item under their lifetime warranty and they are trying to renege on this. i heard storers are closing and they are not doing well. It must be for this reason they are making drastic cuts.

  Business response

  05/10/2024

  Hello,
  While in the past Swarovski did offer a lifetime warranty on manufacturing defects, Swarovski reserves the right to amend or adapt these warranty conditions, with implications for the future, at its discretion at any time.  Further, this warranty only covers damage that, in the opinion of Swarovski or an authorized Swarovski retailer, is not caused by accident or inappropriate use, ordinary wear and tear, modification, attempted repair, negligence, or by failure to follow Swarovskis special product Care Advice. Every item found to be defective under this warranty may be, at the discretion of Swarovski or an authorized Swarovski retailer:
  
  1. Replaced by an identical piece, if available:
  2. Substituted with a piece of comparable value; or
  3. Repaired depending on the degree of damage to the warranted product as well as on the feasibility and the availability of replacement parts. The damaged product should be given to the closest Swarovski Shop or an authorized Swarovski retailer that will send it to the local Swarovski sales company. If products are sent by mail they should be insured and sent by certified or registered mail, as Swarovski cannot be held liable for damage, loss, or theft incurred during transport. This warranty service is provided free of charge. Please retain the purchase or delivery receipt, the gift receipt, or the certificate of authenticity in case you have a warranty claim. The receipt or the certificate serves as proof of purchase and authenticity for products purchased and as evidence of entitlement to this warranty. These warranty conditions apply if there are no specific warranty conditions granted for specific products. Swarovski reserves the right to amend or adapt these warranty conditions, with implications for the future, at its discretion at any time. This warranty does not affect your statutory rights.

  If you would like us to look further into your case, please respond back with pictures of the damaged item, the item number, and proof of purchase showing the item was purchased at an authorized Swarovski retailer. 

  Customer response

  05/13/2024

  I already did this. Maybe they should simply pull up my case by my email and or phone number. They made me send pictures and **** around once again for the proof of purchase whicih I provided. Then their customer service team came back and told me they cant honor it. I am not doing this again. They are not making me run around and waste time. Just research it and locate it. It was done. 

  If you offer a lifetime warranty when someone purchases  an item I am unaware that they can take that away.   It was a business transaction. That doesn't even sound legal. They can't make up their minds what they want to do.

  I heard they keep changing the warranty because of complaints,  bouncing back and forth on the terms of the warranty. They tried to change it to a year which is absolutely ridiculous. .

   

   

  Business response

  05/29/2024

  Hello,

  I was able to track down your case with our customer service team.  I show from your conversation with our customer service team that they did not receive any proof of purchase showing when the item was purchased.  Without proof of purchase to verify a lifetime warranty at the time of purchase, we have to go with our current warranty, which is only for two years on any jewelry purchases.  I also see that our customer service team sent you a $40 gift card (50% of the cost of the item) for the inconvenience and misunderstanding in regards to our warranty. 

  Best Regards,

  Beth 

  Customer response

  06/01/2024

  I don't know what they are talking about. This was sent to customer service on 4/13 at 4:52 pm. I provided the receipt as proof.

  Almost a month prior I had sent the pics of the piece via email as well, on 3/17. How is it that they find nothing? Thiis is all in my sent mail. how can they state they don't have it?

  It is lazy and unprofessional. Is it that they just don't want to look? I refuse to believe they are that incompetent.  How is it that they cannot locate this using a customers email in an inbox? This is so simple to do. 

  Why won't they just escalate this to management? It is ridiculous.

   

   

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two separate purchases from Swarovski and paid both times for the gift bag fee option. The gift bags were missing from BOTH my orders. This was a problem as these were graduation presents. I called customer service and was told I would receive a refund for the gift bags. I did not want a refund as the whole point of purchasing over priced pens is for branding. I wanted the gift bags I paid for, otherwise what's the point of purchasing anything from this company if not brand recognition. I asked if they could simply ship the gift bags to me and they said no. They said I could drive to my nearest Swarovski store and pick up two bags (45 minutes to an hour away). The whole point of online shopping is convenience. Seeing as this was their error, they should do everything to make it right, especially because they messed up not only on one but two orders. I just wanted the 2 gift bags I paid for shipped to me.

  Customer response

  05/12/2024

  Better Business Bureau:
  
  Although the response submitted by the business is not the resolution I wanted, it was the only one they were offering.  I received a refund for my missing gift bags instead of the actual bags. which addressed the issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  This business was unwilling to satisfy my original needs by just sending the gift bags I originally ordered. 
  
  Regards,
  
  ***********************

• Initial Complaint

  02/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wristwatch battery was out and had a lifetime battery warranty. I visited Swarovski at the *************, MD and the lady in front went into the back office just to come back to say the manager is the one to authorize the battery change and she just left. I went back this Friday and was told the manager left 30 minutes ago. The time was 5.24pm. I asked what the hours were to get to see the manager and was told 11am-5pm. The next day Saturday, I got there a little after 12pm, and spoke to the manager, I told her my watch needed a battery and I had been in 2 times prior. She seemed nonplused as she proceeded to tell me it will take 4-6 weeks and I will need to bring the original box that it came in. I informed her I had been there 2 years prior and the then manager had given me the option of sending it out for 4-6 weeks or going to the watch repair shop in the mall 3 or 4 shops away and bringing the receipt back to him. I chose the 2nd option as this was my day to day watch. I informed Ms. ********* she initially declined to say her name and wouldn't spell it. She insisted that I will have to get the box at home and come back. I told her I had been there on 2 separate occasions and had not been advised at both times. She maintained that it had to be sent out and they couldn't allow it be repaired at CJ's for the pressure seal. I informed her that if that was the case the pressure seal had already been breached as I had had the battery changed 2 years prior. As she was not bulging I left to have my battery replaced. Came back to let her know it had been fixed and was working and had cost $15. She appeared very disinterested in her work and when I let her know I will be making a formal complaint she just shrugged her shoulders.

  Business response

  02/12/2024

  Hello,

  The store has been advised of our watch repair policy in regards to battery replacements.  The district manager is reaching out and will be reimbursing the amount spent on the battery replacement. 

  Best Regards,

  Beth 

  Customer response

  02/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I reject resolution by Swarovski. It does not address the fact that I had to drive to the mall on 3 occasions and take the time out of my schedule for an issue that could have been solved at the initial visit. The response by **** was unapologetic for the inconvenience to me that could have been avoided with proper training as she alluded to. I got a terse call from a staff member from the Columbia Mall that I could come and collect $15 and "make sure to bring the receipt in". Clearly the staff on the 3 occasions did not have the experience to deal with the issue even with my offering a solution that had been done previously. The point will be lost if the staff are not trained properly in customer service which I hope is expected of your brand. Thank you. ****************** 

  Business response

  02/26/2024

  Hello,

  We apologize for the inconvenience of having to go to the mall on multiple occasions to resolve this issue.   The district manager has been informed of the incident and will be working with the store in regards to ***************** replacement policy.  Typically,any battery replacement handled by the store outside of the first 3 months has a $15 charge associated with it.    To compensate for the trouble of having to go the mall on multiple occasions the store has agreed to reimburse you the amount you paid for having the battery replaced elsewhere. 

  Best Regards,

  Beth 

• Initial Complaint

  01/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a bracelet on Jan 13 (order #: 20US00003302222). The style was not as expected. So, I wanted to return it at the store in ***************. The assistant manager denied my request saying I needed the white box that came with the item. I tried to explain that there was not any and I had the original box and everything that came with it inside (bracelet and care instructions). She was frankly very rude. So, now I have to return it by mail and pay the $12 shipping fee. I would like to be reimbursed for this as I should have been able to return the item in the store. I had the bracelet in its box.

  Business response

  02/05/2024

  Hello,

  We reached out to the store in question and the customer has been refunded the full amount of their order.   Attached is a copy of the receipt showing that the refund will be processed via the original payment method. 

  Best Regards

  ****

  Customer response

  02/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business did not refund me for the shipping fee as was promised to me. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Evrim

   

   

  Business response

  02/06/2024

  Hello,

  We reached out to the store, they advised that when they spoke to the client they did not mention the freight cost, but they will gladly refund them for the cost.  Please bring the store the receipt for the cost of the freight so that they can refund it for you.  

  Best Regards,

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

  Customer response

  02/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did mention the freight fee on the phone. The lady at the store must have misunderstood me. I am attaching the receipt of my freight fee. I am unable to come to the store and would like a check mailed to my house (**********************************************************).
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Evrim

   

   

• Initial Complaint

  01/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchase date 12/22. Tennis bracelet came apart the second time it was worn without any stress or damage to the item. Appears to be a manufacturing defect. I was told over the phone with the ***********, ** store that it was not an issue and to just come to the store and it would be replaced. The young associates claimed that the bracelet was no longer made so I asked if it could be swapped for the newer style and I would make up the difference in price. Supposedly that was a ridiculous request and was told to just take it to a jeweler to be repaired.

  Business response

  02/06/2024

  Hello,

  The client came into the store and the manager exchanged the bracelet for the new Matrix bracelet.  The client paid the difference and left seeming happy with the service he received.  The store manager let the client know he can reach out to them for anything they need.  

  The district manager of the reason coached the team and staff to avoid any further instances of this issue.   

  Best Regards,

  Beth 

  Customer response

  02/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

   

  The manager could not have been kinder or more helpful upon my return to the store. I couldn't have had a better return experience. I am absolutely satisfied with the response and look forward to doing business with them in the future.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned my complete ******** online order (Order no 20CA00001223232) via the prepaid return label received from Swarovski and it shows delivered back to Swarovski on 12th Jan but I haven't received my refund despite it being delivered to them over 2 weeks ago. I tried contacting customer service multiple times and the chat and calls are always unresponsive. After multiple attempts, I finally received an email reply saying the return is still in transit which is incorrect as the below tracking clearly shows the return being delivered to Swarovski on 12th Jan.Tracking from ************* ********************************************************************************** Can you urgently look into this and arrange to have my refund processed ASAP as I'm in dire need of the money?PS: I am attaching the screenshot of the tracking from Canada post and from Swarovski return tracking which clearly shows the return was delivered on 12th Jan.

  Business response

  02/05/2024

  Hello,

  The full refund for this order has been triggered.  You should see the payment returned to the original payment method used.  Please note that this may not show until your next billing cycle.  

   

  Best Regards,

  Beth 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - swarovski hasnt let me into their website or into my account since at least December no matter how many times Ive complained, they wont even return an email. They are rude. I have a supposed concierge named *********************************, who has now become pretty hostile and has lying to me. She told me they cannot find anything wrong with any issue and for me to find a new way to get to their site. I find thst odd why of all things its suddenly my problem, when I just was able to get in and look at things and now I get a bad message or they wont even accept any way of getting in. Also I sent in 2 necklaces to be fixed and ********* promised me 4-6 weeks maximum and today exactly is the 6 weeks so she lied and doesnt even know where they are. I was promised they were going to a store in **** And it was a store we agreed upon and it was to fix at tops 3 tiny crystals between the 2 necklaces. She never said they were going anywhere else. I want them back. Plus over 6 weeks wasnt in the agreement. She told me yesterday to stop asking, period. I want her punished for treating a customer this way and for ******************** to treat my case as important. They dont ever. They cheated me out of money in November. I ordered 3 pieces to get an added discount, pretty much so the 3rd piece hardly cost much but they also lied and said those pieces were sold off but were always for sale on their site and made me have to go to a store causing me to pay an extra 1% in tax and then because this ********* wouldnt help, which she could and should have, I had to pay the full price for the earrings. One employee toyed with me and said hed fix it and then never return my emails. Their employees are notorious for doing this and lie but never follow through. They gave me a 20% coupon for a December and then it never worked and wouldnt tell why. They also had a game for free games, but it wouldnt work for Safari people, thst is what I use, but never would tell us until the end. I have much more?

  Business response

  01/30/2024

  Hello,

  *********************** account has not been blocked or deactivated in any way. 

  An Online contest potentially could have required her to change her browser and only allows consumers to  play 1x per day.

  This customer has over 120 cases opened with us and is consistently looking for additional Gift Cards/Compensation.
  

  Repairs are quoted 6-8 weeks and we anticipate their repair being repaired and returned in the next week to the *********************. 
  

  Sales always have items excluded. 
  

  No additional $500 Gift will be provided due to customers abusive behaviors, see example of this attached. 

  Customer response

  02/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   The first thing I will say is I found Mr. ****** letter as a threat and it needs to be taken seriously. I told his concierge, ********* that her company owes myself my 2 necklaces that I sent to the address she provided to me in **** well over 8 weeks ago and am still waiting for and havent heard from. That is plain and simple and absolutely no threat. The letter that he wrote while we are communicating through the BBB never should have happened, also telling me to ONLY contact him. This is something I have not done. Its unheard of, unkind and deeming threatening to myself. I sent my 2 necklaces that simply needed 1 tiny little crystal inserted to each one were supposed to be sent to a store ****************** (********* the concierge) and I agreed upon. I never agreed upon them going anywhere else. We also agreed to a period of 4 weeks but no longer than 6. I sent them out on 12-7-23 and got a confirmation from *** that they arrived on 12-13-24. I have proof of all of this. 1-24-24 was the very last of those exact 6 weeks. A little before that I started to realize I never heard about my necklaces, so I began to inquire about the such necklaces, and didnt get the nice, friendly ********* I used to get and got quite nervous. I was also told my necklaces werent where I was promised. Now I was a bit upset, as anyone would be. So my mother said give it some time as she knew myself. The time had passed, they refused to answer me as they always had, as sad and unusual for a company should treat a customer, it definitely wasnt new. Theyve been constantly been doing these things to me. As *** stated, ** still not able to get into my very own account on their website or if I wanted to purchase things, simply cant. I dont understand why. Ive done everything she told me to. Not the company, *********. Now its been over 3 months? So back to the necklaces. Today its been 8 weeks and 3 days. So 17 days past due. I dont have a clue where they are. Is that my responsibility? No. Its Swarovski. Im being punished in many many ways. A promise and a deal are many things. Im also a gold member. That means I do spend a certain amount and have often. So I would think a company would look out for these type of members and want them spending more money. Isnt money how a company grows? Isnt treating them well and answering them whenever they have a question or need help, isnt that just good business? I dont think lying, cheating, refusing to help, or answer questions is going to get any money from a customer or even taking making them spend more money on less product like at Christmas time is good business either. Id think theyd work diligently to make them happy even if its a measly little $12.39. I worked with a lovely woman back in December named *********. I had an issue with this order I was told to get for Christmas. I paid well over the $300.00 amount to get the 30% but I liked it all. Well something happened and you cancelled it but not really, I got it all and had to pay a bit more due to someone not paying attention and also my friend I thought didnt really help me as she should, I did get all my pieces but I paid and not fairly. You overcharged me and it wasnt a lot but its still not ethical and I find it unfair even if its $12.39 so that is due please. You charged me $321.51 but I was forced to pay $333.90. Next, I dont need to stress and be sicker and to you its nothing. Make it right ethically and morally and its how it all comes down to. I paid an extra % from the store when you actually still had my products online. My friend bought the exact same products and had no issue buying them so why did you delete my order and they never went offline as sold? So I never should had to pay full price for 1 item and gone elsewhere for those 2 said items. ********* said here is $10.00 but now you have to pay more because its only if you buy something. No thats not right. It was already given to me. Im saying this so no confusion. I never used it or will because I cant. You wont allow me onto your website anyway. I am a customer and customers have rights. Im asking to be one again please. I want to see what they keep sending me on these multiple emails over and over. Why cant I **************? I also deserved to have any question answered, not to have them thrown away.  I would also love to have someone nicely let me know with a tracking number when and where my 2 pieces of jewelry are and are you sending them, 8 weeks is overdue. Yes you are 27 days overdue. So a late fee is due. I was a bit overzealous before snd I started looking what companies, unlike yourself would do. So I decided a measly $25.00 needs to happen. I mean you are late and lied because I never was told as I have said where my jewelry was. It was only to go to *****, store manager at the store in *********************************************************************. I did go back and find everything about this deal. I do apologize because I did get my figures based on 2 different items so my figures are quite different and wow have your prices really spiked. My ********************* pave heart necklace was $79.00 but you sold it then for $54.67 and the other necklace was a iconic swan pendant, ********************- gold tone plate for $89.00 on sale = $41.44 totaling $96.11 so the 2 together $12.39 and $25 equal  a very low and fair amount to me of $37.39. 

  
  Regards,

  ******

   

   

  Business response

  02/06/2024

  Hello,

  We have repaired ****************** items and those pieces have been returned to her on 2/2/2024 at 10:05am.   We would like to reiterate our previous statement with minor modifications based on this new email.
  
  *********************** account has not been blocked or deactivated   May want to try another internet browser
  Online contest potentially could have required her to change her browser and only allows consumers to  play 1x per day
  Customer has over 120 cases opened with us and is consistently looking for additional Gift Cards/Compensation
  Repairs are quoted 6-8 weeks and items have been returned as stated above
  Sales always have items excluded
  No additional $500 Gift(original amount requested) will be provided due to abusive behaviors and is not warranted  (now requesting $25 plus $12.39 for a total of $37.39)

  Best Regards. 

  Customer response

  02/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you, I received this right after I wrote to you, funny how his date has simply changed. I will get my records and show proof of his 4-6 weeks. I do not like his writing me letters on his own, and this harrassment is out of line, coming from him, not me. Again, I didnt ask for all of this, I may have but never on the 2nd note, I only asked for $37.39. Is there a question for me in this? He is being rude to me, isnt there anything you can do? Hes talking to me without permission. Telling lies. Now directly about the time when before he never disputed my 4-6 weeks because he knew that was true, now I caught him over 8 1/2 he lies and says 8 and I am still blocked without any help.
  Im sorry, Im just tired of feeling afraid opening my emails daily and the lies I shouldnt have to prove arent true.
  
  Thank you. 
  
  ********************* 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello, I have made a purchase online at Swarovski.com. Order #**US00003072422. It was a pink cocktail ring. Purchased on 9/18/**23. Item was received few days later, it did not fit and I started a return process on 9/21/**23 via companies website. Swarovski does not provide return label, therefore I had to purchase it myself. Shipping label **** #9400111**6**9518552481 was purchased and shipped on 9/27/**23. Package arrived at ********** ** *********** (this is the return City/State that was provided on Swarovski website) on 9/30/**23. The same day 9/30/**23 **** delivered the package to the return warehouse. However, the **** carrier accidently pressed the wrong scan. Instead of "delivered" it was scanned as "redelivery scheduled for the next business day". I will attach an official email from **** explaining this. I contacted **** and opened a case to find out what happened to the package. While I was waiting for the response, which took some time as you can understand. I contacted Swarovski, with proof of everything that I had. I was getting different responses every time. Further. I filed a "missing mail search" on 11/13/**23, while still waiting for the **** to response to my original request. On 11/29/**23 I received an email from **** explaining that it was an accidental wrong scan, and that the package was indeed delivered to Swarovski on 9/30/**23. I forwarded the official **** email response to Swarovski on numerous occasions since I received it. And they refuse to refund me. I also called Swarovski costumer service on numerous occasions, the customer service representatives seems to understand the issue agree that I need to be refunded, then they escalate my case to another department and it gets denied. Attached please see official response from **** in regards to the delivery of the package on 9/30/**23. Also, "missing mail search" was closed on 1/4/**24, since the package was not missing, it was delivered to Swarovski.

  Business response

  01/30/2024

  This issue was sent over to **************** and they have issued the refund for the return in the amount of $544.38.  The refund should show up on the payment method used in the next payment cycle. 

  Customer response

  01/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

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