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:07/07/2025

  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.

  I purchased the ********* **** gold necklace with the ********* **** gold bracelet from ******* The two items have two different shades of rose gold and, as a result, ****** is refusing to accept the return. They told me to reach out to Swarovski for this manufacturing defect. I would like a refund for this and would appreciate your support and help.

  Business Response

  Date: 07/10/2025

  Hello,
  
  While this matter does involve a Swarovski product, Macys is an independent retailer and Swarovski does not control their return policy.  Any issues regarding a return done at ***** would need to be brought to Macys attention, Swarovski is not able to make Macys do a return. 
  
  Best Regards,
  **** *. 

  Customer Answer

  Date: 07/10/2025

  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. 

  Swaroski response punts any acknowledgement or responsibility for what is a product with two different shades of rose gold, both referred to as Constella products. No one is asking you to honor ****** return policy. I am asking you to step up and claim responsibility for manufacturing defects and offer an opportunity of replacement. That is the right thing to do when selling expensive jewelry.
  
  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,

  *******

   

   

  Business Response

  Date: 07/14/2025

  Hello,

  Swarovski would be happy to assist you with exchanging your item, to do so please bring your piece to your local Swarovski Retail Store. The store closest to your location is most likely at The ***********************   If you let us know when you are looking to go to the store we will let them know to expect you.  Or if there is another Swarovski retailer you would like to go to please let us know.  

  Best Regards,

  Beth 

  Customer Answer

  Date: 07/15/2025

  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. 

  Sure, I would like to go to the ******* store today if you can arrange that. Seeing as we will need to discuss logistics of my visit, the value offered to me for my current jewelry, could you kindly contact me via phone and email? This is not the best medium for going back and forth. Thank you.
  
  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,

  *******

   

   

  Business Response

  Date: 07/16/2025

  Hi *******,
  I have let our Del Almo store know to expect you so we can do an exchange for your items.    Please note that per our exchange policy, this will be for an equal value exchange for the items you purchased.   As the piece was not purchased at a swarovski location while we are happy to exchange it for you we cannot offer a refund, for a refund you would need to return to the store you purchased the piece at (Macys). If you have any further issues please reach out to our customer service team by phone **************** or email ********************************************************************.     

  Best Regards,

  Beth 

  Customer Answer

  Date: 07/16/2025

  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. 

  ****, did you speak with ******** at Del Amo? The ****** order total for the two items was $432.42. To clarify, I believe this is the value allowed for the exchange. Can you confirm? A simple call with you would be very helpful. As you are aware, the generic customer service phone and email you are providing is not helpful given that you are handling the exception.
  
  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,

  *******

   

   

  Business Response

  Date: 07/23/2025

  Hi *******,
  
  I have spoken with ******** at Del Amo,  She advised that the matter has been resolved as of July 16th.   Your items were exchanged and you left the store happy with your new pieces.    If you have any additional complaints or issues we invite you to take them up with our customer service team, with the exchange having been completed at the store this matter is now resolved.  

   

  Best Regards,

  ****

• Initial Complaint

  Date:06/23/2025

  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 purchased a pair of earrings on June 4, 2025, at 6:06 pm at The ************* in *******, *****, but it was the wrong color, so I went back to do an exchange on June 5, 2025, at 10:56 am. I did not get to wear the earrings for their intended purpose, so I attempted to make a return at the ****************** location on June 18, 2025. Howerver I was told a few different things, the manager at that time, *****, initially told me I was passed the 14 day return policy but It had only been 13 days, then she said she would need the original receipt and to email it which I did, then she said if you make an exchange you cant make a return, I asked if that was somewhere I could read or on my receipt, she looked at the receipt then says she would make an exception, she starts the refund then says her system wont allow it so she processed the refund then says she bought it back because accounting was going to call her about that refund. She shows me the screen where it says no quantity found and then says, "I don't know what to tell you." She also says she doesn't know what card I used, but the card number is stated on the original receipt that I emailed to that store. None of this is stated on any receipt I have, the website, or written in their store. I called customer service and the ***resentative says that this is a gray area because it doesn't say that on the receipt or online, I'm within the time frame and customers have complained about this before, but she doesn't have the authority to issue my refund so she would push it to the district manager, and I would be contacted in 24 to 48 hours, It has been 48 hours and I haven't been contacted so I called again today june 20, 2025 and another *** said she would request the information again. I have all the corresponding receipts with dates and time stamps. I would also like to point out that these earrings have only been opened twice- once at purchase and again at the attempted return, and have never been worn.

  Business Response

  Date: 07/03/2025

  Hello,

  We understand the frustration with this return.  While our associate did attempt to process the refund the exchange caused a system issue.   I reached out to both stores and it looks like at this time the original store was able to process the refund.  This should now be taken care of and the refund has been processed.   

  Best Regards,

  Beth 

• Initial Complaint

  Date:02/16/2025

  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 contacted Swarovski customer service January 29, 2025 as directed by an employee from the ***********, ************ location since they had no idea how to help me with my return. I was given a person named ****** ******** from their customer service department to assist me with my refund. I was gifted a ring for Christmas by my boyfriend ****** ******* and he had given me a gift receipt just in case I didn't like it, and I didn't. There Holiday return policy to receive a full refund was to have the original receipt (which I had also) for anything that was purchased in the time frame from November ****** - December 25, 2024 the person would have until January 31, 2025 to receive a full refund on their original form of payment. My boyfriend ****** had lost his DEBIT card so it was impossible to receive it on the original form of payment. However, there is still a way for them to give me this return not in the form of store credit, they can return it back to the account that it was purchased with or give me cash as cash is the same form of payment as DEBIT. So I emailed ****** ******** on 1/29/2025 and she did not provide me a resolution until this very day. She ignored my email that I sent on 2/6/2025 and I sent a follow up email today letting her know I will be reporting her and this business to the BBB. This is a ridiculous amount of time to give me my refund and it is very unprofessional of her to ignore my email like if I was going to forget about this. She told me on 1/29/2025 to allow 4 business days for a resolution of this matter and it has been 13 business days and 18 days in total now. Please help me resolve this matter ****, thank you!

  Business Response

  Date: 02/24/2025

  Hello,
  
  Thank you for reaching out regarding the issue with your return.    Typically our policy is that orders need to be returned to the same method of payment they were received on in order to prevent fraud, however after reviewing your case we have decided to make an exception,We have reached out to the district manager of the Town Center store in ************ and asked them to process the return back to your new bank card.
  
  Best Regards,
  Beth 

• Initial Complaint

  Date:01/04/2025

  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.

  December 3rd 2024 270 US Dollars I never received the package, I am expecting a refund, they claim the package is being returned and it has been 32 days and they still havent received the package and I have not received my money back

  Business Response

  Date: 01/08/2025

  Hello,

  I reached out to our customer service team to have your refund issued, however I was advised that you had reached out to them on January 5th requesting a replacement.    A replacement order was created on the 5th and is shipping out to you via **** the tracking number is 1ZEA68101318713681, and according to *** it is expected to arrive on January 9th. 

  Thanks,

  Beth 

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair 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.

  I ordered two items, a bracelet and a pair of earrings, from Swarovski online for gifts for Christmas. When I received my order, the box was intact with no tampering. The box contained two items.the earrings I ordered, and a star typed ornament. When I contacted Swarovski I was told that the star was a free gift. I explained to them that I was waiting still on my bracelet. They did not have a second tracking number and claimed the order was complete, even though I was not sent the bracelet I ordered. They said they will research the issue. Several days later, they said there is nothing they can do, and to notify my credit card to get my funds returned. I asked them for the bracelet to be finally sent, but now I just want a refund for the order that I paid for, but they never fulfilled.

  Business Response

  Date: 01/07/2025

  Hello,
  Thank you for reaching out with your concern.  I contacted our customer service team to see what happened with your case. It was brought to our attention that your initial request to our customer service team had been flagged by our fraud department as we had received this same request from you last year regarding the same order, which was refunded at that time. In doing further research we found a new order for you from this year, which we are assuming is the one you intended to reference.   As we understand that there are many things that can happen during the holiday season and that porch theft is at an all time high during the holiday season, We have gone ahead and processed the refund for the order placed in 2024.  

  Best Regards,

  Beth 

  Customer Answer

  Date: 01/07/2025

  [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:09/25/2024

  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.

  The day was 9/24/24 at 3:56pm. When I went I had selected 2 items one price at 99 and the other at 69. When I was going to pay it was almost 300 and I asked why it was so much. Then they told me the smaller item was 149. We both saw it was marked 69 and they wouldn't honor the price. They had offer 20 percent off since that all could do. They keep saying it was a mistake and an employee must have misprice it. In the end I only paid for the 99 one since that was within my budget for the day. They only apologized afterwards. On the item I did buy they didn't offer a discount when I asked.

  Business Response

  Date: 09/30/2024

  Hello,
  We reached out to the store to see what happened.   After speaking with the store it sounds like
  in the display case there were two items, “crystal base L” which has a cost of
  $69, and the “Butterfly and Strawberry” which has a cost of $149.   Attached is a photo of the display.  While the price of $69 is present, the price
  of $149 is also present, so the item was not mis-marked there are simply two
  items.  According to the store when the items
  were rung up the employee did advise that the $69 was for the base in the case
  and that the piece the customer selected was $149.  As the piece was marked in the case and the
  price is $149 we are not able to offer it at the lower price.   A discount of 20% was offered but the
  customer opted not to take the piece with the discount.  

  Thanks,

  Beth 

• Initial Complaint

  Date:09/23/2024

  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.

  I ordered a $300 crystal on 9/7/24. On 9/17/24 I received a package from Swavorski with perfume in it. The company is responsible to assure the product is delivered. Customer orders product and the company delivers. Im out my product in which I purchased and the money I used. Swavorski refuses to investigate and refuses to transfer or allow me to speak to a manager. The product tracking states that the post office had my package for 7 days. My package was stolen no doubt, however swavorski is responsible for delivering the purchased product from warehouse to door. The company cannot just take money and produce no product and if they are unsure they should have signed delivery or use a trusted carrier.

  Business Response

  Date: 10/01/2024

  Hello,

  Thank you for letting us know that you did not receive your product.  When we check the tracking it shows that the product was delivered.  We ship all products via *** a trusted carrier.  However as there was an issue with your order we have created a replacement order and will be sending it out to you.   The confirmation number of the replacement order is 1516437850.  Please note at the moment the item is backordered, we will ship as fast as possible but it may take 2-3 weeks to arrive.  Thank you for understanding as we work to get your replacement out as quickly as possible. 

   

  Best Regards,

  Beth 

  Customer Answer

  Date: 10/01/2024

  [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:09/04/2024

  Type:Service or Repair 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.

  I purchased a watch from Swarovski in May 2023. Several dials of the watch fell off and I brought the watch in for a ***air (under warranty) on July 8 2024 to the Swarovski store in ********************, ************. The assistant manager there, ****, initially told me that he could not take back the ***air because I didn't have a box for the watch (that had been purchased over a year earlier). Eventually, he was able to find a box in his jewelry store and was able to take the ***air. He did not give me any receipt or any number to track the status of my ***air and he told me that the watch would have to be sent overseas for ***airs. I have been in touch with Swarovski several times and they do not know the status of my ***air. It is currently two months since I sent in the watch and the watch has not been ***aired or returned, nor can anyone tell me where the watch is. However, the customer service *** I spoke to said that the ***air center is in the **, so ****************** lied to me when he told me that the watch needed to be sent overseas. He also told me that the watch could only be returned to his store, even though I was going out of state and requested that it be returned to a Swarovski store in a different state when the ***air was complete. At this point, I do not know where my watch is or when (if) it will be returned. Swarovski customer service has been unable to help me. ****, the store employee, has messed this up badly.

  Business Response

  Date: 09/06/2024

  Hello *****,
  We are sorry to hear that you have had a poor experience with your repair.   I have looked into the matter and see that your repair was sent back to our repair facility on July 8th and received at the end of July.   Your repair number is **********.  After speaking with our repair team they have advised that your watch has already been sent to our specialized watch repair partner and is anticipated to come back to our facility in the ** in approximately 2 weeks.  It will then be sent back to the store where you will be able to pick it up.   We understand the frustration with the time frame but please understand that watch repair is a delicate procedure and we strive to ensure they are brought back to pristine condition.  The typical lead time for repairs is 2-3 months, but with the delicate nature of watch repair it can be a little bit longer.  Thank you for your patience and we will get your watch repaired and back to you as soon as possible.
  

  I also see you have mentioned that you wished to have your repair sent somewhere else, can you please advise which store you would like to have it sent to and I will personally reach out to our repair team to see if we can get it sent there for you instead.   Thank you again for your understanding.  

  ****

  Customer Answer

  Date: 09/07/2024

  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 #********, assuming that my watch is repaired and returned to the store in the timeframe that you mentioned. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  I had wanted the watch to be sent to a different store initially but that is no longer relevant, given the extended time frame for the repair. 

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/21/2024

  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.

  I went to return diamond earrings at Swarovski store in **************** in *************, **********. I bought the diamonds at another location. I was returning the earrings 12 days after purchasing them. On the receipt it says you have 30 days to return diamonds. 14 days for regular purchase. The district ********************* said they could not take the earrings and that needed to drive one hour 1/2 to the store I originally brought them from. Nothing on the receipt says, I have to return the product to the original store. I felt I was treating extremely unfair. I am willing to take this to top management but is impossible to reach anyone with authority. Please investigate why they each store makes their own rules. Thank you

  Business Response

  Date: 06/06/2024

  While our return policy is 30 days for the *** items, items are supposed to be returned in the original packaging unworn in new condition.   The store shared that the items had been worn which in most cases would exclude the items from being returned.   When the return was first requested the store was willing to take back one of the pairs but not the one the customer had been seen wearing, instead they were willing to offer an exchange, but this was not accepted.    As the case has been escalated the regional manager has agreed to make a one time exception and the store manager will be reaching out to take the return.   

• Initial Complaint

  Date:05/09/2024

  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.

  I visited the Swarovski store in my local mall a couple of months ago to show them a necklace I have where once again, a crystal came lose and was out. The manager there told me they are no longer honoring the lifetime warranty. They did away with it and would not honor it anymore even for customers who purchased their pieces under he lifetime warranty. I was pretty surprised. I thought the way this worked is that, if someone purchases something under a warranty, they are "grandfathered" under the terms of that particular warranty especially if they have proof of the purchase.I purchased this pendant when they offered a lifetime warranty. They since changed this. they cannot make up their minds. First they go from a lifetime warranty to a ridiculous one year warranty. They must have got many complaints on this and it had to have affected business because then they changed it again and now charge a yearly fee to have jewelry etc., repaired. Now they are lying and trying to say they never had a lifetime warranty. That is a total lie. I dont' know who they think they are fooling. I had brought this pendant in, to be repaired 2x already. It is not my fault that the crystals are not staying in, and that they cannot decide what to do with their warranty. I have proof that I purchased this item under their lifetime warranty and they are trying to renege on this. i heard storers are closing and they are not doing well. It must be for this reason they are making drastic cuts.

  Business Response

  Date: 05/10/2024

  Hello,
  While in the past Swarovski did offer a lifetime warranty on manufacturing defects, Swarovski reserves the right to amend or adapt these warranty conditions, with implications for the future, at its discretion at any time.  Further, this warranty only covers damage that, in the opinion of Swarovski or an authorized Swarovski retailer, is not caused by accident or inappropriate use, ordinary wear and tear, modification, attempted repair, negligence, or by failure to follow Swarovskis special product Care Advice. Every item found to be defective under this warranty may be, at the discretion of Swarovski or an authorized Swarovski retailer:
  
  1. Replaced by an identical piece, if available:
  2. Substituted with a piece of comparable value; or
  3. Repaired depending on the degree of damage to the warranted product as well as on the feasibility and the availability of replacement parts. The damaged product should be given to the closest Swarovski Shop or an authorized Swarovski retailer that will send it to the local Swarovski sales company. If products are sent by mail they should be insured and sent by certified or registered mail, as Swarovski cannot be held liable for damage, loss, or theft incurred during transport. This warranty service is provided free of charge. Please retain the purchase or delivery receipt, the gift receipt, or the certificate of authenticity in case you have a warranty claim. The receipt or the certificate serves as proof of purchase and authenticity for products purchased and as evidence of entitlement to this warranty. These warranty conditions apply if there are no specific warranty conditions granted for specific products. Swarovski reserves the right to amend or adapt these warranty conditions, with implications for the future, at its discretion at any time. This warranty does not affect your statutory rights.

  If you would like us to look further into your case, please respond back with pictures of the damaged item, the item number, and proof of purchase showing the item was purchased at an authorized Swarovski retailer. 

  Customer Answer

  Date: 05/13/2024

  I already did this. Maybe they should simply pull up my case by my email and or phone number. They made me send pictures and **** around once again for the proof of purchase whicih I provided. Then their customer service team came back and told me they cant honor it. I am not doing this again. They are not making me run around and waste time. Just research it and locate it. It was done. 

  If you offer a lifetime warranty when someone purchases  an item I am unaware that they can take that away.   It was a business transaction. That doesn't even sound legal. They can't make up their minds what they want to do.

  I heard they keep changing the warranty because of complaints,  bouncing back and forth on the terms of the warranty. They tried to change it to a year which is absolutely ridiculous. .

   

   

  Business Response

  Date: 05/29/2024

  Hello,

  I was able to track down your case with our customer service team.  I show from your conversation with our customer service team that they did not receive any proof of purchase showing when the item was purchased.  Without proof of purchase to verify a lifetime warranty at the time of purchase, we have to go with our current warranty, which is only for two years on any jewelry purchases.  I also see that our customer service team sent you a $40 gift card (50% of the cost of the item) for the inconvenience and misunderstanding in regards to our warranty. 

  Best Regards,

  Beth 

  Customer Answer

  Date: 06/01/2024

  I don't know what they are talking about. This was sent to customer service on 4/13 at 4:52 pm. I provided the receipt as proof.

  Almost a month prior I had sent the pics of the piece via email as well, on 3/17. How is it that they find nothing? Thiis is all in my sent mail. how can they state they don't have it?

  It is lazy and unprofessional. Is it that they just don't want to look? I refuse to believe they are that incompetent.  How is it that they cannot locate this using a customers email in an inbox? This is so simple to do. 

  Why won't they just escalate this to management? It is ridiculous.