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I am a regular client of Swarovski as well as regular patron to this store at the outlet mall I went in a minute ago to show them an expensive necklace which I bought from Swarovski last year. The sales lady Connie insisted that I produce my receipt of a year ago in order to help me service the necklace. Are you kidding me that I have to produce a receipt of one year ago when it was during my last trip in St Augustine - a holiday purchase.
The problem which I needed to resolve is just to replace 2 missing 0.01 ct size crystals. The ladies in the store are not unfamiliar to me as I just did a purchase of $177 over the weekend. They were so unhelpful, cold, and hostile. The other lady has been grumpy and grumpy since the weekend when I visited the store. Such poor service. Nobody likes to be treated in such a way in a retail store. Buying online is really a better option as we don’t need to be exposed to rude treatment from sales staff. There is always a nicer way of communicating to your customers.
I was a regular and never returned a product. I placed an order during their sale time and found I could not log in at checkout. I tried multiple times to retrieve my account but just could not get the email to reset my password. It was a very long and frustrating process and finally I had to use Paypal to check out. I was very sure that I only checked out once (because Paypal is very different from your credit cards and requires login every time). A few days later, I got two orders and found I was charged twice. So I contacted their customer service for return. They told me I can return it in store but it was too far away. So they said that I had to pay for the return shipping. Because they don't cover it. Perfect, huh??? I have to pay for their system failure! After years of customer loyalty, all we got is degrade in quality and service. Good job Swarovski!
I live in Windsor Ontario and I purchased a necklace as a Christmas gift for someone who lives in Calgary Alberta. I specifically asked if the recipient did not like the necklace could she exchange it. I was assured that would not be an issue and was provided with a gift receipt which I gave to the receiver as well as the original cash receipt. Guess what??? When the recipient went to exchange the item, the store refused to do so. And when customer relations was contacted, I was pretty much told that the return policy can vary from store to store and refused to take responsibility. I believe this company needs to revise their mission statement so that it reads: "Swarovski adds sparkle to everyday life with products and inefficient services... Do not expect anything from us after we have your money." Just stating one person's opinion!!!
I purchase an item for my wife which I decided to return for a more expensive item. I went to the Swarovski store and they accepted the return and told me I should receive a credit back to my credit card in 3-5 business days. It has been 14 business days and I still do not have my money back. After numerous interactions with customer relations they still have no idea when I will receive my money back. Do not do business with this company. After they take your money, you do not exist.
Please don't buy from this cheap company. My husband bought me two necklaces. They had a good exchange policy (meaning if the stones fell off they can replace with original box, etc.). Once I got the new necklaces, after good care, the stones still fell off!!! They are pricey and their products are definitely not worth it. 2nd, please read... If you buy earrings, make sure you absolutely love them because they are FINAL SALE! Even if you didn't even take them off the box they are not to be returned. I don't understand the policy because they allow people to try them on at the store. How's THAT hygienic? Lastly, the sale consultant failed to tell me they were final sale. That's the last I buy from this cheap company.
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I wish I had read reviews online before purchasing from them. I had a long layover in Copenhagen airport and a Swarovski beautiful ring caught my eye. It was a little pricey at about 120 Euros but I purchased it thinking I'd have it for years to come. Less than two weeks later (12 days to be exact), I noticed that one of the very tiny crystals has fallen out of the setting and is lost. I contacted customer service and was informed that because I didn't keep the receipt, it can't be repaired without the usual repair fee. I offered to show them my bank statement of the purchase but they wouldn't accept that.
I don't think I'm an unreasonable person and I actually can understand why they would want a receipt... What's to stop anyone from saying anything, right? However, it's just so disappointing to me that such an expensive ring would begin losing crystals after such a short period of time. I don't own tons of expensive jewelry and I should have kept the receipt, I know. But, I would think the company could be a bit more understanding given it's such a recent purchase. It's really frustrating. They didn't care at all though. If it was a cheap product, I'd get that but I don't really get how they can care so little about the quality of their products. This is a really low quality product for the money. I've bought rings in the past for less than $100 and have had them hold up well for years and years of indiscriminate wear. Go with another brand!
The company finally agreed to give me the refund, after “reviewing” the case again. However they were only interested in reviewing the case and offering a refund after I had told them I planned on writing bad reviews about them and complaining. Amy did reply very quickly and sorted out the issue fast (after I said the complaints thing), so I’m giving credit where credit is due.
I’m happy they agreed to the refund but it really shouldn’t have been because of me saying I will complain - they should treat their customers fairly in the first place. In this case, they had inconsistent information about delivery times (site said 2-3 days, emails said 1-2 days), no mention of international delivery or public holidays that could cause longer delays. I don’t know why they were so resistant to giving the refund. I’m surprised they agreed as initially in their emails they repeatedly told me there was nothing they could do and that they were sorry I was disappointed with their response.
I hardly every complain or write to customer relations. But it really did not seem fair to have spent £11.60 on a delivery which was not within 1-2 or 2-3 days (as specified). I was prepared to pay the money, but only if it arrived within that time frame.
Overall I’m satisfied, although it could have been more straight-forward. Swarovski needs to learn that it’s better to keep loyal customers and listen (when they are making a fair case) than keep any money they can (and making up technicalities to keep people’s money). If you value your customers they will continue to support your brand. If you refuse to give them their money back for no good reason then they won’t (justifiably) be happy with you.
Amy ** (customer relations) seems to misunderstand the fact that 1-2 business days does not in fact mean 4 working days. Tried explaining that paying £11.60 for “express delivery” should mean express delivery, but for some reason this did not seem to go through to her. Wasn’t helpful, restated the same usual customer relations lines, and provided a poor service.
Also told me that there was a public holiday in Austria (which again is not my fault, and they made no mention of during the order process). Clearly it was longer than the number of days specified, and the public holiday is NOT my concern. It’s still delayed the delivery and I deserve the £11.60 back since the item did not arrive when it was meant to. The company should take responsibility for this and realise that holiday or no holiday, it’s caused delays for expensive delivery services. Do not bother with paying extra for “express delivery”, they’ll bother delivering your item when they feel like it. It’s a scam to get an extra £11.60 off customers.
This has been the worst experience I ever had with a company that does online. Customer is not first. Internal slow processes to correct the order was not done that forced me to cancel my order. Upon cancelling my order, I did not get my money back on time and now I can't buy another item from a local shop. I have to wait for refund without a specific date provided. Support can't give any confirmed date for refund and has no power to serve customer other than stalling. I was not able to speak to manager to resolve the issue. If you can't do online business get out of it. I am also filing a BBB.
I have several jewelry pieces from this place, all of them have several missing stones. These items cannot be repaired if I don't take them to a store. I don't live near a store so I'm out of luck with having these items repaired. Customer service have no remorse for these type of issues and need to work on pleasing their customers.
Due to a faulty design of these earrings the pearl falls off the ends of them. They said that, however they also said there is nothing they can do for me. I'm out $80.00. That's all see ya. Sure pisses me off.
I have been collecting Swarovski crystal pieces for many years and have a lot of the retired pieces. The first limited edition piece they put out was the Eagle. Unfortunately whether you leave it in the box or put it out on display the wings eventually come off. That is because in designing their very first large piece they neglected to take into account the weight of the wings. So, after a while the wings started coming off. The response I received was that product has been discontinued. I know that because I know it was only made in 1996 but if a company is supposed to be a crystal maker why couldn't they find a way to fix their design flaw?
They manufacture crystal pieces in various shapes and sizes, so surely they can come up with something that will allow the wings to stay on the eagle. I spent $50 to send it up to Connecticut and have been repeatedly told they can't do anything. Do you know why the Leaning Tower of Pisa leans? When I was there they told us the architects making the tower never took into account the weight of the bell. Sound familiar? This is a design flaw that is strictly the responsibility of Swarovski and I am not about to give up on thousands of dollars on a piece they are responsible for the design flaw on the heavy wings. So, if any of you out there have the same problem please get back to me and perhaps with a group complaint they will do more than just say sorry.
Awful customer service. They deserve 0 stars. I wish I would have read reviews online before I purchased in their store at Somerset Mall Troy. Users are not exaggerating when they say their customer service is awful, and they absolutely will try to blame the customer and not return the purchase. I am planning my daughter's wedding and while on store tried to reach her on the phone as I was not sure of my choice. The sales person assured me you can buy and return if it doesnt fit with the outfit. And yes after few days I went to the store and told they cannot return because the merchandise was worn.
How in the earth I would wear it when the wedding did not happen. They refused the return, I am so offended a 53 years old woman treated like awfully and looked as a liar. Called customer service number in the back of the receipt but no help. He told me was purchased on the store and returned there. Nothing he could do for me. Hopeless. I am here in tears and offended but I had lesson learned. I will never make a purchase from the Swarovski website or store again! And based on other customer reviews, sounds like the guarantee they told me about in the store on all of their jewelry and crystals is a lie that they will not live up to. I think I will just avoid Swarovski in general.
Customer service is trash, bought a set of jewelry at the Duty Free and can't exchange for a wristwatch in any UK store! Told I have to travel down to Czech to get it returned!!! Absolutely ridiculous.
I collect Swarovski Crystal Figurines. Many of them have been given to me as gifts, so I don't have receipts for them. I have the full Train with all the cars. All but one car has had a wheel come off. I have the airplane and one of the propellers came off. I have the large Pineapple and the gold top came off. I wrote to Swarovski and they told me that I need my receipt or that they will repair the pieces for $90.00 each. I wrote to the headquarters and I have not received a reply. Very bad service and quality if you ask me.
I made an online purchase for a phone case. I noticed that it processed 2X. I called their customer service line right away. I was told it was a ghost transaction and it should not go through. I also called my bank as they told me that the verification process failed and it should not go through. Somehow Swarovski still managed to process two purchases. I called them and asked them to transfer my call to a manager so they asked me a bunch of questions and finally transferred me.
The supervisor (not manager) advised me that when I send the packages back they will pay for my shipping as they charged me 3x. I was promised I would be reimbursed. I waited. The packages came and I sent them back. They reimbursed the phone cases but not the shipping fees which totaled $65 CAD. I called back again yesterday. In total I believe I called them 5-6 times. Still nothing. I was promised a callback today... nothing. Not quite sure how this company runs their business. I hope no one makes a purchase from this place online.
I have many pieces of Swarovski jewelry and have never needed repairs until purchasing the Remix line (online) with magnetic closures. I have altogether 10 pieces, 3 each for 2 necklaces, and 2 each for 2 bracelets. Because the magnets on the bracelets seem to not hold well, I had a jewelry store add safety chains on them, at extra cost. One of the necklaces has lost a stone after only 2 months. When I contacted customer service twice, each time I was told to bring it into a Swarovski store so they could evaluate the item. I live hundreds of miles away from a retailer, which is why I purchased online in the first place. I am very disappointed with the lack of customer service and thought this was a reputable company. I will not buy their products in the future. Don’t order online from them.
I recently got a Swarovski remix bracelet as a birthday gift and within 2 days, the magnetism failed on me and caused my bracelet to fall off when I was outside. Since the bracelet is so dainty, I didn’t even know when it dropped off my wrist. I’m really disappointed in the quality of the product when this bracelet costs $149. @Swarovski is this how you make your so-called ‘quality products’? I don’t understand how the magnetism could fail on me so easily. It fell off my wrist not once, not twice, but 3 times when I already clipped it in properly. I’m not expecting anything from this review, I just hope future customers of yours read this and reconsider their decisions to buy from such a company. Please, make quality products.
Bought a brand new watch online and it was delivered with a dead battery. Had to replace battery at my own expense. You would think they would have ensured that the product had a new and functioning battery in it before shipping. Avoid.
We were at the Atlanta International airport May 21, 2018 and my husband bought a bracelet as a surprise gift for me at the Swarovski shop on the E Concourse. At the time he purchased this gift no one in the shop asked him if he wanted a small or the large size. They did not tell him that they were a franchise type of shop and that the gift could only be returned to them. Also, they did not tell him there was a 14 day return policy. This seemed ludicrous to me since it was at the busiest airport in the world and we were going to be overseas for longer than two weeks.
You can imagine our surprise when we got back home this week and tried to return the article to the Swarovski shop in our Mall. She said she understood that it was too large and that the crystals scratched my arm but we could not return it to them since it was purchased at one of their "special shops". There was no way to know any of this. I called Swarovski's customer service department and all they said they would do for me would be to put in a complaint to the shop it was purchased for not letting us know the rules/regulations. I used to own a different franchise and when a complaint was made to the Parent company we were asked to make things right with the customer. I find this lack of concern for their customer's outrages. If there is anyone reading this knows of any recourse we can do please let us know.
I have been a long standing member with Swarovski. I have even gone Innsbruck Austria but I have to say right now I am very disappointed and dissatisfied with them. I own at least 40 pieces and have always love it. It was time once again to renew my membership and I always do three years at a time which is $99.00. I wrote a check and put 99.00 put in the line where I have to write it out. I wrote, "Nine hundred and ninety-nine," so an overpayment of $900.00. I have spoken to customer service three times over 3 weeks and have been told they are looking into it. I sent them a copy of the check front and back. Just got off the phone with them and they said it would be another week. At this point I would like to cancel my membership but they told me I cannot even cancel. UGH!!
Extremely rude manager of store. Chastised us for only having packaging and no receipt. Would not be accommodating in any way. Have purchased a lot from this store and sent a lot of my friends, no more. So stupid, I have been in customer service my whole life. This is not what you do to good customers. Very disappointed, do not buy jewelry here, they do not stand by it. Be warned!!!
Placed an order - supposed to arrive at my home Jan 2nd. Changed address on UPS to access point 2 minutes away. Jan 2nd at 7 pm. Never arrived. Called UPS. Got it shipped to my work for next business day. Jan 3rd arrived at access point that I couldn't get to before it closed. Got access point to give to business neighbour as I was going to arrive after they closed. Within the week, placed another order. Sent it to the closed store. Call UPS to confirm delivery, package never made it on a truck and they can't find it. Travelled from Oakville to Concord to attempt to retrieve in a snowstorm. Ended up damaging my vehicle in an accident because of the bad weather. 700 in repairs! Package eventually found 2 days later and arrived at store.
During this process I attempted to contact the store where it was to arrive. I called over 30 times during business hours and no one answered. I filed a complaint with the customer relation department. Was told I would hear in 7 days. 10 days later I Call, agent says no updates yet. 3 weeks later, today I call again. Speak to a manager Emanuel who wasted 50 minutes of my time. Was super rude, hung up on 2x and offered no solutions to the poor service. Call the agents an additional 5x and was hung up each time. Awful service.
I made a complaint about price of one of Christmas ornaments. Store price 449.00 Polish zloty, Internet 499.00 plz, but catalog (many in the store) 339.00 plz. Representative called me next day, asking what happened, which I did tell her and I was promised to be contacted back in few days, well it's almost two weeks!!! Shame, shame you would think you deal with serious people, it's a joke. I will contact now social media, it's not right to miss guide customers, I should get the catalog price. I am very disappointed and unhappy. Sent many emails in between, no response.
Before ordering eight items online, I contacted Swarovski customer service to make sure that eight gift bags will be included in the package. A woman said that I definitely receive the same amount of gift bags, as the number of items I am going to order. Finally, I received ABSOLUTELY NO gift bags. When I contacted customer service again, they said they are unable to ship me just gift bags "because the order is already being processed". They offered to visit a local Swarovski store and request some gift bags even when I said that I am unable to visit their store. Customer service representative repeated again and over again that I have to visit their store.
ABSOLUTELY no flexibility in the business and no respect for customers. Their website is a nightmare also. Hyperlink "Shopping bag" is not clickable. And when they offering to enter your date of birth "for future presents" the field is not clickable also. I am not really sure that I will order anything from swarovski.com anymore in my life.
Having been a dedicated customer for Swarovski jewelry for so many years, I recently had a very disappointing experience, first with the service in Swarovski store in Bethesda, MD. I bought a pair earrings for over $150.00 but when one of the earrings got damaged, I took it to the Bethesda store and got very poor service from the salesperson. She took my information and sent in the earring in for repair and then after about two weeks, I got a call to come and pick up my earring. When I got there, I was told the earring was not repairable and that I should call the customer service if I needed to complain. The sales person was extremely rude and unprofessional. I have been communicating with the consumer service for now two weeks and the final decision from Swarovski was that they cannot repair or replace my $150 earrings.
I was told that there is nothing they can do for me. I am now in the process of take legal action and also put out bad review on the service and poor quality Swarovski jewelry. All I wanted was a replacement for my damaged earrings or a store credit. As a long time customer, I did not deserve such a treatment. I will certainly no longer buy anything from Swarovski and I will continue to promote the bad service and quality of their items.
Sold us jewelry and quoted a 14 day return policy. The items were not returnable and we were not told this at the time of sale. They use deceptive sales practices and don't care about the customer. Manager was useless and only cared about her sales numbers. Don't shop here.
Had bought a beautiful ladies pink pearl watch for my wife from Duty Free in Europe. With full warranty / booklet / receipt / stamp... The works. In the rush we did not see there was a damage to the strap, and we took it to an outlet store to get the warranty repair/replacement for the leather strap. Guess what. Firstly we were told Warranty is not valid in USA for items bought overseas. Secondly the strap is not covered (so I asked them show me where it is mentioned that only mechanical, glass is covered, and leather strap is excluded... Which they could not). The staff and management were both haughty and rude and would not listen. So sent a long detailed message to the corporate customer service, did not get a fair response. I will end up buying for a new leather strap and getting it all fixed at my expense. I must say a terrible customer service organization from an above average crystal company.
After purchasing a bracelet from Swarovski Toronto Bloor store. The link broke, and the store said it's not repairable, and refuse to replace it because only the crystal is under warranty. I called their customer relations department, the person took the call told me to shut up before I could finish. It was an insulting experience. I will never shop there again!
I visited the Swarovski store at Columbia mall Maryland today. I left the store very upset. The reason for my visit was to have my angelic gold tone ring stones repaired. I explained to her I do not wash my hands with it or wear it every day. The associate advised me that there would be a $50.00 fee because it was purchased more than a year ago. She made it clear to me that it was custom jewelry and these things happen. I have a hard time with having to pay this high fee. So I left the store with my ring. Swarovski should have a better warranty if they want people to continue purchasing their products. I have the rare rings in white and gold tone as well. Some of these stones have fallen out too. Due to my experiences, I will never purchase Swarovski jewelry again. How disappointing because I really like the styles.
I purchased my ring a year ago. I came back to replace it a couple months later due to crystals falling out. Then my 2nd ring just broke apart, I noticed that it was glued together. I went in to complain and all the store wanted to do is give me store credit. I don't trust the products in this store. I'm done with coming back and forth. I don't want to be trading my wedding ring in every 6 months. NOT SATISFIED.
Swarovski expert review by ConsumerAffairs
Swarovski is an upscale jewelry brand that was founded in 1895 in Austria. The company is best known for offering customers high-quality crystal products, including crystal jewelry, chandeliers and their world-famous figurines. They use crystal which has been created to allow light to refract in a rainbow spectrum.
Unique products: Customers can find a selection of unique products at Swarovski, and many of the pieces feature the company's stunning signature crystal designs.
Figurines: In addition to selling high-quality jewelry, Swarovski sells beautiful crystal figurines for shoppers looking to add some jewels to their home or office.
Electronic accessories: The company sells electronic accessories such as bejeweled cell phone cases, activity trackers and USB bracelets.
Fashion blog: Swarovski offers customers a useful fashion blog on its website to help them choose the most appropriate crystal products.
Crystal society: The company has its own Swarovski Crystal Society, where crystal aficionados can learn more about crystal jewelry and figurines and receive exclusive access to products and information.
Best for: People looking to restore antique jewelry and customers looking to buy a luxury gift.
Swarovski Company Information
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