Complaints

This profile includes complaints for Swarovski North America Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Swarovski North America Limited

  1 Kenney Dr Cranston, RI 02920-4403

• 

  Swarovski North America Limited

  4400 Ashford Dunwoody Rd NE Dunwoody, GA 30346

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/27/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:12/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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,

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