ComplaintsforSwarovski North America Limited

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  They shipped the wrong item. Case number: CGB01377096 Order number: 10US00002584999 I ordered an earring and got a ring. They want me to pay for return. And they are ignoring emails and phone calls.

  Business response

  12/15/2022

  Hello,

   

  A replacement order has already been sent out and should be arriving to you with in the next few business days.   The replacement order ID is  ******************. 

   

  Best Regards, 

  Beth 

  Customer response

  12/15/2022

  [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

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I placed order 10US00002599621 with Swarovski online on 11/28/22 for the Una Crystal Heart Choker in white. I received the order on 11/30, and upon inspection, the necklace dropped forward and did not sit upright on the neck as advertised, even on the tightest setting. This was because the pendant was too heavy and did not stay upright, and was uncomfortable. It requested a return: ( SW001-1-10US00002599621) immediately on 11/30/22 and shipped it back on 11/30/22. The only two options were smart post (where I did not receive a label and the post office could not advise what I was supposed to do) or to ship it back on my own. I spent $16 to ship the necklace back to Swarovski using **** Priority 2 Day to: ******************************************************************* 40214.**** tracking: **********************. I emailed Swarovski the proof of return tracking and they were supposed to update my account. After several requests, my account still shows label was generated but no tracking information added. Rep ****** reference #: CGB01377945, has repeatedly advised there is nothing they can do until the shipment is received, however I believe the package is lost, as the tracking states available for pickup 9:51pm on 12/3/22. ****** advised this is my problem to deal with **** on as I chose to ship it back on my own, but the ********** option did not provide a label and the post office could not advise how to use this option. Every other company I have ever made returns with, provides a prepaid label and deducts the cost from the return. I do not know what Im supposed to do now, as they will not help me and will not advise what they are going to do about the available for pickup status of the package, or why my account does not reflect the tracking I promptly provided. I just want my money refunded, as I quickly did everything I was asked per Swarovski return policy. I have attached all proof of return shipment, and correspondence proving this company does not want to help me.

  Business response

  12/06/2022

  Hello,

  We have reached out to **** to verify the location of the package and confirm the address it is being delivered to.  According to **** it is set to arrive to our warehouse either today 12/6 or tomorrow 12/7.  Once a return arrives at our warehouse it will take 5 to 10 business days for the refund to process.   Then you will see the refund on your next billing statement from your credit card.   

  Best Regards, 

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

  Customer response

  12/07/2022

  Please see attached my photos of the most recent tracking stating Alert: Missing Mail Search Request Initiated, Missing Mail Search Request ID MRC ************. **** cannot find the package even though it was scheduled by me to be re-delivered yesterday, 12/6/22.  I have attached the unsatisfactory communication I have with Swarovski rep ******* as he keeps stating the package was sent with **** which is not true. The rep obviously has not actually viewed the documentation I have provided, and is passing blame to me, that I chose the ship myself method, but cannot advise why the SmartPost option stated a printer was NOT required. The SmartPost return option on Swarovskis return webpage gave no instructions, and no label for me to print, which is the only reason I chose to ship on my own to attempt to get the returned package back to the warehouse as quickly as possible. The SmartPost option was beyond confusing, and I cannot be the only customer that has run into this problem with this company. But now Im treated like this is my problem to deal with ****. I did my part, and due to this horrible return process, it appears **** lost the package per the most recent scan.  Swarovski customer service is absolutely horrible- Ive received a different response regarding what is going to happen if the package is lost via chat, phone and email. Since it appears the package is lost, and from Swarovskis response regarding my shipment method being my problem to deal with, it appears I will not be refunded. First Im told a refund is in process with the accounting team- then Im told thats not true. No one seems to know what is going on, or take any accountability. You have lost a customer, and I will advise others of this horrendous experience, and of Swarovskis confusing and misleading returns process. Customers do not matter to your company. 

  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

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a ******* Flower necklace from Swarovski a while back. The chain is in such a bad quality that it broke. and the gold chain color got faded terribly. I kept on calling the customer service; after a while a person picked up but provided no solution despite seeing my proof of purchase in my account; yet he is not exchanging the product; neither he is refunding my money. I want this issue to be resolved ASAP and either my money should be refunded or I would need the necklace to be replaced with the new one. I am such an old customer of ******************** since 2014; yet such an awful customer service behavior and response on these.

  Business response

  12/05/2022

  Hello,

   

  The  ******* flower necklace is retired and has been for over a year.  Typically we only do refunds in the first 2 weeks after purchase however as we are not able to replace the item a gift card has been sent to you for the price of the ******* flower necklace ($120) so that you may pick out something new to replace it with.   

   

  Best Regards, 

  Beth 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a chain and it popped in a weird spot. I went to the store and the associate could not find my or fianc information in the system. This is the second necklace that has popped and they couldn't find the information. The associate told me they could not fix it, the system was slow and she could not look up the account, when she put in my phone number nothing came up and if more than 2 years need to wait for the manager who was not in today. I reached out via contact us and spoke with **** and **** who both stop chatting. Between the bad customer service and the fact ******************** does not stand behind there product I am stuck yet again with a chain I can't do anything with. The email address to review would be ************************* or ******************* please stand up to your companies commitment of sustainability and either replace or store exchange for something else.

  Business response

  10/28/2022

  Hello,

   

  Our pieces have a two year warranty for manufacturing defects, during which time we can exchange the piece.   Outside of that time frame we can have the pieces sent in for repair.   For your situation if you can advise what the damaged item is we can work to have a replacement piece sent out to you.   

   

  Best Regards,

  Beth 

  Customer response

  10/28/2022

  [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 sent a picture of Hilt necklace that popped. If we can replace this necklace it will be greatly appreciated.  
  Regards,
  
  *************************

• Initial Complaint

  10/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order on sept 29 on the amount of ******. After tracking package appears as delivered but unfortunately i never received it. Contacted swarovski customer service and was told they will get back to me after 48 hours. Received an email stating that they have found insufficient basis to comply with my request for a refund. I was left without a birthday gift and money out of my pocket. Order 10US00002499905

  Business response

  10/19/2022

  Hello,

   

  In looking in to this matter we show that the order was placed to go to the **********************; Which is where the order was shipped and delivered to.    However, in looking at the details provided to BBB the address is listed as **********************;  An investigation was started and *** has confirmed the package was delivered to the address provided with the online order which is **** NW 82nd ave.    If ************ ave, is not your address please check with the neighbors to see if they have this package.   

   

  Best Regards 

  Beth 

  Customer response

  10/19/2022

  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,

  Sale

  I am assured it was misdelivered. It was a $300 item that now the store is not being responsible neither **** It i had found it wont be spending my time claiming for it! 

  
  
  

   

  Business response

  10/21/2022

  Hello,

  A refund is being issued for this order.   Please be sure if placing orders in the future to double check the address, as orders will ship to the address requested when placed on the website.  

   

  Best regards

  ****

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/27/2022, I placed an order on the website for a diamond choker. I even paid an extra $15 for expedited shipping. The order # is 10US00002230499. I was supposed to receive the item on March 1st and I tracked the package which told me it was delivered. Since I live in a high rise complex and there are over 100 tenants, I checked with my management office and asked my neighbors who did not have my package. I came to the conclusion that the package was accidently taken. I immediately contact customer service about the issue and spoke with a representative named ****** who created a case number CGB01027118. ****** advised I would receive an email confirmation of the full refund. I didn't receive the email so I called back today and a rep named ********* answered my call. She told me ******* did not process the full refund as promised but submitted a refund for $15. I still do not have my package and I needed it for a marketing event. I am highly upset and I am requesting a refund of my first payment in the amount of $71.05 that I made towards the purchase.(After Pay) I vow to never purchase from this company as the customer service is horrible, no accountability, and I am constantly being misinformed.

  Business response

  03/07/2022

  Hello Kayla,

   

  I checked with our customer service team and they have already reimbursed you for the expedited shipping, which was the $15 credit the second sales rep advised you of.   The refund for the remainder of the order has also been issued now, please note this will take approximately **** business days to be reflected on the original payment method.  To make this right we have also overnighted you the necklace that you ordered and it should be arriving to you tomorrow, this necklace is coming free of charge.   The tracking number is 1ZEA68101304958612. 

   

  Best Regards,

  Beth 

   

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  December 30, 2021 someone placed an order thru paypal using my account and am stuck with something I did not order. I never even heard of this company until now.Gross amount -$48.51 USD Swarovski Digital Business USA *** The receiver of this payment is Unverified http//www.swarovski.com ************************************** ************

  Business response

  02/15/2022

  Hello,

   

  It sounds like this is a fraud order, please contact Paypal to inform them that your account was used fraudulently.  Without an order number we have no way to reimburse the funds back to your account as we are unable to determine which account it is.  Please note all online orders from the Swarovski official website should come with return instructions, indicating how to return the item to have the payment method used reimbursed.  If you have a copy of the packing slip in the box and can send that to ******************************************** and they will be able to walk you through the return process.  

   

  Best Regards,

  ************ 

*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. ↩