Swarovski

Customer Service Lacking Save yourself some time, energy and frustration. Go a few steps further down the corridor of the newly renovated Rideau Centre to the Tiffany’s location or right next door to Birks, a Canadian icon. You won’t be disappointed with either of the two. When one thinks of the Swarovski name it generates a certain image in ones’ mind (maybe not like the iconic Tiffany’s or Birks but headed in that direction). An elevated quality of products and service delivered to an exclusive clientele that I believe, the Swarovski name strives to cater to. A little something that would set them apart from all the others. But not at this Rideau Centre location. Subpar attitudes and service for the following reasons. Don't bother trying to get more than a generalized, scripted answer about repairs / timelines, and when doing a follow-up phone call to check on a repair. Dismal. Repair receipt dated Dec. 14, 2016. Customer follow-up phone call made on Jan.29th, 2017 regarding repair. Phone call to notify customer item was ready for pick-up on January 31st, 2017. Timeline : 7 weeks to have the ring sent out and replace 3 missing crystals and returned to Ottawa. Customers can understand if there is only one certified Swarovski repair centre in Canada (Toronto I believe). However what they don't understand is why they can't confirm even the telephone number you gave as a contact, so as to actually ensure a speedy pickup process. Apparently only the manager is available on weekdays to do that for you. The person who answered only had a notebook to check, and that only told them if the item had finally been returned in-store. There seems to be no capability to check on repairs or customer data via a computer. In 2017. I had the repair receipt in front of me when I called. The bottom of the receipt explains where each of the 3 copies should go. One with me, one sent out with the repair and the other retailer/store copy. If the store kept their onsite copy they should have been able to verify my phone number. This left me feeling a total lack of confidence in their professionalism and mostly just frustrated. Customers also don’t find it acceptable that the staff here seem to be far removed from anything resembling interest regarding customer satisfaction. Here’s what I got when trying to get anything but the pat answers to general questions ; “Corporate policy…that’s all they can say…don’t know what else to tell you.” “It takes 4-6 weeks and we haven't called you because it's not in yet.” Thanks but I already knew that-that's why I'm calling. Maybe you could do a little legwork and find out, maybe call me back ? Seems like customer service 101. Instead, no offer of a follow up, something to let a customer know they are being heard and someone is taking the time to care and at least try to get some answers. Not even fake apologetic murmurs. They just don’t seem to care if you are a happy customer or not. Read other reviews to know this is not just my opinion, or the lack of positive ones. Taking time to write this review is furthering my dissatisfaction with the store. But I spend my own time doing this so they have an opportunity to either ignore the bad reviews or actually do something to change and strive to make corrections. Maybe I'll write to corporate next.
8 years ago (01-03-2017)

I expect a lot more from such a high end retail establishment in terms of customer service. I came in yesterday (December 14th), and wasn't greeted once. All the sales associates were crowded around the cash where a few were on their phones. I came specifically to buy the new Miranda Kerr necklace but left because I was not attended to. You should take lessons from other jewellery stores. I expect a much higher level of service. You lost easily a 300$ sale because I chose to go to another jeweller.
10 years ago (16-12-2015)

The worst customer service .
8 years ago (04-11-2017)

Did you know that this store has a FINAL SALE policy on many items? Neither did I until I tried to return something. I tried to return a swan that I had purchased my wife for Christmas. We generally buy something from Swarovski for Christmas, birthdays, etc. We were going to get something other than the swan after Christmas. Anyhow, the 2 girls that worked there told me that the swan was a FINAL SALE. I questioned her about this policy as I have never heard of this before. She told me that if the item is on a promotion, I cannot return it. I asked where it said that on the receipt (it obviously wasn't there). She told me that it isn't on the receipt. I asked why it wasn't mentioned a the time of sale. She told me that it isn't mentioned because items are rarely returned to Swarovski. I asked for the managers name, etc, and sent an email to their corporate office. They responded quickly and said that if I call the manager at the store that she would be able to help me. The policy on FINAL SALE stil was not explained to me to my satisfaction. The manager of this store, Miss Courtney Reid, explained that if the item is on promotion, it 'can' be exchanged only even though it is not on the receipt. She further explained that the 2 staff 'were' going to make an exception for me but I had left the store too early. What a crock!!! Before you buy something from there, please ask if it is a FINAL SALE. Don't get burned!
12 years ago (02-01-2014)