Swarovski North America Limited

We sincerely apologize for the inconvenience Ms [redacted] has experienced so farWe will promptly replace Ms [redacted] original ring She can expect to be contacted within the next hours with an update on her caseKind regards, [redacted] Team Leader SNA – Swarovski

Dear [redacted] ***,Thank you for contacting us We are terribly sorry to hear of your experience I have asked a agent in our corporate Customer Relations office to contact you at the phone number that was provided in your letter Best Regards, Swarovski Customer Relations

Revdex.com: 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 # [redacted] I still haven't received the refund from Swarovski as promised Regards, [redacted]

Dear Mr [redacted] , Thank you for your letter.Swarovski does offer a 1-yr warranty against manufacturing defects with the appropriate proof of purchase from an authorized Swarovski retailer Without a valid proof of purchase Swarovski does offer a repair service for $per item The fee includes inspection, repair (if possible), cleaning and return shipping If we are unable to repair the item it would be returned as is and you would be refund the fee If you wish to pursue a repair please contact us at [redacted] Best Regards, Swarovski Customer Relations

Dear Mr [redacted] ,We have followed up with the Store Manager and District Manager and understand that as of January 7, the issue and concerns had been addressed as you requsted We again apologize for any misunderstanding that may have occurred and hope you will consider Swarovski for your purchases in the future

Revdex.com: 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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Dear Ms***, Thank you for providing us with the correct address We have re-sent the item I have confirmed with the District Manager that the appropriate feedback and coaching was shared as needed Due to this being handled internally we are not a liberty to discuss the specific details of that conversation Best Regards, [redacted]

This customer did contact our Customer Care Center for assistance with this issue Our store was also willing to accommodate the customer by offering something of Equal Value in place of this item as it has been retired and is no longer available through this store So that we can resolve this situation for the customer, we will make arrangements to have a new bracelet sent to the store When the store receives this bracelet we will ask them to reach out to the customer and invite her to come in an pick up the new bracelet in exchange for the damaged one

Dear Ms [redacted] ,Thank you for contacting us and I am sorry to hear of your recent repair experience involving our beautiful Nirvana Ring Your letter has been escalated to our Customer Relations team and I have asked that contact you to discuss some options to resolve this for you Best Regards, [redacted] [redacted]

Revdex.com: 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 # [redacted] Thank you for the response however, It does not solve my issueI do not have the receipt and it is ridiculous to expect a client to have one months after the purchaseWe are in the era of electronic transactions and therefore you have a copy of my receipt and transaction in your system All other businesses look up the order in the system and automatically without any hassle provide a replacement, that is excellent customer focused service and business ethics.to expect a client to pay for a piece of defected product is a scam in my opinionYou did not provide me with any type of resolution but a mere copy of your policy Regards, [redacted]

RevDex.com: 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 # [redacted] On December I got a call from an [redacted] at Swarovski She told me that a replacement for my original ring was in the mail to me.As of today, January 13, I have not received anything from Swarovski So, this complaint is not settled.Please contact Swarovski again to follow up with them, thank you again for your assistance with this matter Regards, [redacted]

Dear Ms***, Thank you for contacting Swarovski regarding your recent store experience I am sorry to hear of the trouble you ran into I have contacted our IT department on your behalf to ensure any gaps in the system have been addressed In addition, I have forwarded your concerns regarding the employee to his District Manager Again, Swarovski wishes to apologize for your experience and we have taken the liberty of sending you a small token of our appreciation If we can be of further service please contact Customer Relations at [redacted]

Dear Mr***, According to our records your order was placed 11/29/ Swarovski does not release items for shipment until full verification and payment processing is completed We received that confirmation from [redacted] on December 4th Swarovski released the package to [redacted] the same day As stated in the posted Terms & Conditions, Swarovski has no control over the operating policies or procedures associated with an outside shipping party It does appear the operational delay on December 6th may have been related to [redacted] and the inherit increase volume associated with the holiday season I am sorry to say that we are unable to reship the two items as they have since sold out We have refund your order in full In addition, we have taken the liberty of issuing you an Electronic Gift Card in the amount of $to be used on a future purchase The Electronic Gift Card has been sent to the email address associated with your online order, [redacted] Swarovski offers our sincerest apology for any frustration or disappointment this experience has caused you

Dear Ms***,Thank you for contacting us on October 23, 2015. We have reviewed our records and see that the repair was set up as of September 2, at our Union Square location. The repair number is ***. Also, according to our records the repair has been completed
and arrived back at this location as of November 2, 2015, within the weeks quoted. We have been in contact with this store and they should be contacting you shortly about picking up your piece, if they haven't done on already

The item purchased was done through one of our Licensed Boutiques, which is independently owned and operated and not company owned. Regrettably they did provide the incorrect information to this customer. Our company owned stores are not able to offer refunds, and are only able to
provide an exchange or merchandise credit for items that are returned. We will reach out to the customer and request that the item be returned to us at the corporate office, so that we can issue a refund to the customer

Revdex.com:
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 # ***.
Hello, This is just an update as I am still waiting for a new item.I did receive a call from "***" from ***'s store on WednesdayHe stated he will be helping me to find the same new itemHe asked me to provide him with the item number, and if I didn't have it I could call him backThe next day Thursday, I called the store back and asked for "***" but he was not available at the momentThe store employee told me that she could assist me and provide him with the messageI provided the item and description number and she said that someone would get back to me.This occurred on Thursday and I have not heard backAs soon as my issue is resolved, I will be able to update this complaint
Regards,
*** ***

Revdex.com:
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,
*** ***

Dear Ms***. Thank you for your letter and we are sorry to hear about your Swarovski Activity Tracker. Please feel free to return the item as instructed in the original packaging material. Please be sure to include your receipt for the return shipping as we will be happy to
reimburse those fees. We have taken the liberty of emailing you a $online gift card to ***@gmail.com that can be used towards the purchase of a new Swarovski Activity Tracker

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,
*** ***

We are sending a new bracelet to *** Square Mall # ***. Once the bracelet arrives at the store, the manager Michael will be contacting the customer directly so that she can come in to the store and exchange her damaged bracelet for the new one