ComplaintsforSwarovski North America Limited

• 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,
  
  ***********************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned the product and it was picked up at the post office and brought to the warehouse. The refund was supposed to be within 15 days and they never met their obligation. I called and the people dont even know the package has been picked up. It seems they are in some kind of wonderland. All I am trying to do is get my refund. I have sent the photos to show that they picked up the item. Every time I called they dont seem to understand that the package was picked up and they need the tracking number. So this was provided.

  Business response

  01/25/2024

  Hello,

  The refund for your order has been issued, it was issued on 1/19/2024, and you should see it back on your credit card on the next billing cycle.   We apologize for the delay at this time of year we receive a high volume of returns and it can take a little longer than normal for the returns to be processed.  Typically there is about a 2 to 3  week lead time from when the return arrives to when it is fully processed.  

  Best Regards, 

  ************ 

  Customer response

  01/29/2024

  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
  
  Regards,

  *******

   

   

  Customer response

  02/07/2024

  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. 

  A complaint was already administrated two weeks ago. ****, at Swarovski said my refund was issued. This is not the case. I called my bank and they said there was no attempt of a refund. As of right now still there is no refund. Once again, to mention the product that was bought with the original credit card had expired. There has been a new credit card issued. They do not have those numbers to make a return. Besides, Afterpay was the mediator between both parties they too, said that there was no refund. The refund totals $590.70. 

  Business response

  02/14/2024

  Hello,

  We have confirmed with our finance department that the refund has been issued.   a partial refund was issued on 12/12 and the remainder was pushed through on 2/14.    Please note that all refunds can only be processed to the original payment method used, we are not able to take new card information by phone as this possess a significant security risk to the customer.    In the event that the original payment method is  no longer valid the refund goes to the bank or company that issued the card, the bank or card issuer then issues a check for the customer since they will receive the funds.     Please note it will take a few days for the funds to fully process typical 3-5 days. 

   

  Best REgards,

  Beth 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear staff at Better Business Bureau,I would like to report an issue with a purchase via swarovski.com. I returned an unused item using the original packing via **** and the return label attached. The package was returned and received by Swarovski on 12/29/2023, accordingly to **** tracking (screen shot attached for your reference). In order to receive the refund, an email was sent to the customer service team, however, they replied to my email addressing to someone else's name, who was completely unknown and unrelated to me. They also denied the receipt of the package.Would you please kindly reach out to swarovski on my behalf to help resolve this issue? Thank you for any help you may kindly provide.****,*****.

  Business response

  01/16/2024

  Hello,

  We contacted **** and it looks like they have misdelivered the return.  The zipcode of the location they left the package at does not match the zipcode provided on the return label.  In light of this we have worked with our customer service team and a refund is being issued.   The customer service team has reached out by Email to confirm the refund on order 20US00003234985.   Please note it can take two weeks for the refund to fully process, but it is being issued. 

  Best Regards,

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

  Customer response

  01/16/2024

  Better Business Bureau:
  
  Thank you for your timely assistance. 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. I appreciate your time and efforts.
  
  Regards,
  
  *****************

  Customer response

  01/16/2024

  Better Business Bureau:
  
  Thank you for your timely assistance. 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. I appreciate your time and efforts.
  
  Regards,
  
  *****************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/11/2023 i went into Swarovski at ******************** with the intention to purchase an item. The employee ***** assisted me. She took out a tray with the Swarovski Jewelry for me to try (earrings) i took off my own personal earrings and place them on the Swarovski tray and tried a couple Swarovski earrings then put them all back on the tray and forgot to pick up my own personal earrings. I also tried a necklace and was about to purchase it then decided not to. I left the store (it was me and my family) When i got home i realized i left my earrings at the store. I called the store on 11/12/2023 and spoke with ***** whom told me right away that she nor her manager did not see any earrings i left (this is without her speaking to her manager). i urge her to check again, she said she will and also speak with her store manager and call me back. She called back and stated i think i left it there and there is no earrings there. I requested for footage from the video cameras she said she had to speak with her manager. She contacted me again and stated they will put in request from lost and prevention as the video is being recorded in the store, its somewhere else and it would take 1 weeks. 1 week went by and ***** nor the store manager contacted me. I called them on 11/24/2023 to follow up. This time i spoke with ***** the assistant store manager and i informed her of everything and she claim they still have not received anything from loss and prevention. I also informed her the store manager ***** (I believe that's her name) did not contact me regarding the issue. She stated the manager, ***** will reach out. It's now been over 1 month and no response from the Swarovski Store at ********************. Nothing from Manager, no video camera footage. Nothing. I'm sure if this was the other way around the actions would have been different.

  Business response

  12/27/2023

  Hello,

  We reached out to our loss prevention team and they were able to pull the video from when the customer was in the store.  After reviewing the video footage, it is clear that the customer took the earrings off and then placed them in her left jacket pocket.  Attached are a selection of screenshots from the video for your reference.  So, our store does not have the earrings, they should be in the customer's pocket.  

  Best Regards,

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

  Customer response

  12/27/2023

  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
  
  Regards,

  ******

   

   

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased in bulk on black friday at ********************** mall. The lady name ***** packed the stuff behind the door and put only 2 boxes in my car instead of 4. i asked them 3 times to check if everything is right. they didn't show me any items while packing and said yes. later they mail the remaining items after 3 times calling them. received 2 items short n 2 damaged. they are not responding or taking any initiative to resolve this. why would anyone Buy items worth for **** and lie about 2 items. They are cheating with customers who trust them

  Business response

  12/07/2023

  Hello,

  We spoke with the store, and they advised that we have sent gift bags and replaced all of the missing items.   The store was advised that 2 snowmen were missing from the order, all units had been sold so a replacement could not be offered so instead a refund was given.   The item that was damaged has been replaced.  The items have all items that were purchased, and missing items were refunded, and any damaged were replaced.     

  Best Regards,

  ************ 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a ************ gift because there was nothing I could do with a tiny egg.I also asked the company to repair a lavender flower ornament.I sent both items in the Swarovski box they used to shop me the egg and returned it to the address on the box.Months later I cannot get an help from the company. They want a tracking number if I unfortunately did not save. I did not return this repair through s store because they had none in ******* at the time. This happened approximately June 2023. I would just like the lavender ornament repaired and returned to me. They are making this so difficult to resolve. I raised the issue with ****** store but got no reply in September. I got no go at all from the Michigan Ave store that is now open I. Chi. Just so disappointed about this situation.

  Business response

  11/16/2023

  Hello,

  Our repair team received your item back along with a note (see attached) advising that if the item could not be repaired that we were to keep it.   The SCS free gift Lavender window ornament is not something that we are able to repair so per the notes instructions the item was not sent back.  As the repair was not created through proper channels there was no way to reach out and advise the piece was being kept.    We were however able to locate a new window ornament and it is being sent to the address provided in the complaint.  The tracking number is 1Z0163190395975031. 

  Best Regards,

  ************ 

• Initial Complaint

  10/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Made a purchase from swaroski on September 29, no confirmation recieved, no email but money was deducted from ym account. Tried cintacting the customer service and they tell me no ***** exists and they cannot do anything. Literally a 630$ crystal watch gine to dump for me. Neverrr everrrrr buying anything again and suggesting everyone the same

  Business response

  10/13/2023

  We have searched our records for all orders placed on and around September 29th and do not see any that were placed under your name.  In order to assist you we would need more information, can you please advise the name and item number of the watch you were trying to purchase, what store or website you made the purchase on, as well as letting us know what address you were trying to send it to. 
  As of right now we do not see any indication that an order was placed with us or that you were charged for an order.  

  Customer response

  10/14/2023

  hi there, my order number was made under the name *********************** and the watch is the brown octagun cut braclet watch article number  5630831. it was supposed to be sent to 29 ********* ******** ** l6x5m5, i did it from thr ****** website, thats the issue, i did not recieve neither did i get any email of ****** was charged

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an online purchase on 7/30 and returned all the items. the **** verified that the items has been delivered on 8/21/2023, but I have not received my refund. I was told that they would escalate the investigation after a week, but I had not received an update I contacted customer service again after speaking with a supervisor who promised me that he would have a resolution for me that day. I received an email that stated I did not receive my refund because it was delivered to the wrong warehouse., However, the tracking stated that the item was picked up at the local post office and not delivered so either someone cannot read or they did not do a very good investigation. After I pointed this out to a rep I was told very rudely that they do not pick up items all items are delivered. I had to contact the **** to open an investigation with the **** where I was told that the company receives so much mail that it's not delivered it's picked up every day. I have included the label that was provided to my by the company the email from the manager and the email from ****

  Business response

  09/26/2023

  Hello,

  Thank you for informing us about this issue with ***** we are having our warehouse look into the issue with USPS.  I have reached out to our customer service team and a full refund is being issued to you for the items you returned.  Please note that it may take a couple of days before you see the transaction on your credit card.   

   

  Customer response

  09/26/2023

  [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,
  
  ***********************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of SCD 2Stone Studs item#******* on 8/1/23 at the Swarovski Store in ************* in ******* while on vacation. I returned home and tried on my earrings. The one earring post separated from the diamond stud. I contacted customer service several times within the 14 days of purchase for guidance to return these defective earrings. **************** instructed me to contact the store directly as they will not take the earrings back. I contacted the store directly in ************* and was told by the manager that I cannot mail merchandise back to the store. The manager told me to visit a Swarovski store in my area and return the defective merchandise. I visited the *********** Mall and ************* locations on 8/14/23 to return the items. Associates at both locations told me that they will not take the earrings back because they do not take diamond earrings back and that they are broken. The receipt# of the purchase is ******. In the end, I contacted my credit card company to dispute the charges. Potential buyers please be aware of the horrible customer service and save yourself aggravation for your own money!

  Business response

  08/18/2023

  Hello,

  The managers of the stores involved have been contacted and advised that per our policy SCD pieces are able to be returned at any location within the 14 day return policy.   We have reached out to the Store manager at *********** and they will be taking the return.  The store manager has reached out so that the customer can come in to complete the return at their convenience. 

  Best Regards,

  ************ 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear BBB and Swarovski,I am writing to address an issue with an undelivered package. Unfortunately, I have not received the package associated with order number 10US00003005827. I was at home on the expected delivery day, but the *** driver did not make an attempt to deliver the package to my residence. I have confirmed this by reviewing my home security camera footage, which showed no delivery driver.I attempted to resolve this matter by contacting Swarovski's customer service to open a claim. Regrettably, the person I spoke to was not particularly accommodating. In an effort to acquire the items in question, I visited a Swarovski store to make the purchase in person. This order was intended as a birthday gift for my wife, whose birthday was two days ago.Given the circumstances, I kindly request a full refund for the undelivered package.Thank you for your attention to this matter.*********,***************************** Order: 10US00003005827

  Business response

  08/09/2023

  Hello,
  We have looked into the status of your order, according to *** they delivered the package on 8/3 (proof of delivery attached.) We understand that according to the cameras your order has not arrived so following your previous conversation with Customer Relations they started a claim with ***,as soon as we hear back from *** regarding the status of the claim we will be able to issue a refund.  Please note that a claim can take up to 10 business days with ***.  

  Best Regards,

  Beth 

*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. ↩