Swarovski International (NZ) - Auckland CBD

I purchase something from the store yesterday and these were full priced items for which I spent over $650, I asked the staff that if i buy these online then there is 10% discount, staff agreed yes there is a discount of 10% if I buy these online. Later on I discovered these items are not available online, even staff checked it and confirmed these items are not available online so I requested them to honor the discount of 10% as it is not my fault as a customer that these items are not available online, staff said they cant do anything about it. Later I called there customer service number and lady I spoke to was rude and not empathetic at all. She said it's not her problem if it's not available online

I placed an order on Friday 14th May around 2130 New Zealand time, my partner did not like the items so I decided to get a refund ($278 NZD). Swarovski’s call center is closed on the weekends, so I called first thing on Monday morning at sharp 10am which is 8am Australian time. I was their first caller as I started calling at 0958 but they answer my call at 10am. The lady on the phone told me that she couldn’t cancel the items as they on her system were under “processing status”, I then confirmed where the items were, she said the items were at their warehouse in Singapore, so what I don’t understand is that if a customer wants to cancel their items, which is STILL inside your warehouse and hasn’t left for transit, why can’t it be cancelled? The lady on the phone asked me to wait for the delivery then refuse the delivery which then will be sent to their Auckland City Store and once there, Swarovski will refund my money. Why does a customer have to go through all these steps when there is obviously another way? To cancel the item, company saves money on delivery charges too. The item was still processing on Monday the 17th of May, and it’s in transit today Tuesday the 18th of May BUT it hasn’t left Singapore yet, so they had enough time to cancel, I then received an email saying “order is on its way” and underneath that it said “Orders can not be cancelled now”, and I have the email with me, so that basically means that before that time, before that email was sent the order could’ve been cancelled, but customer service agent failed to do so. When I called Swarovski’s customer service team to lay a complaint, no one wanted to hear my complaint and kept on transferring me and I ended up talking to the same lady that I wanted to file a complaint against, she explained to me that she would ask their “escalation team” if they could cancel my items and they started work at 1130am (it’s approx 1040am by now NZDT) that being embarrassing enough, I still thanked her and hung up. I then called again around 1423 on 17th of May, someone answered by only saying “hello how may I help you”, I said “Hi I called earlier about an order that couldn’t be cancelled…” and I got hung up on, AS SOON AS I said that, I got hung up on, how is that customer service Swarovski? I got all the time stamps and calls on my phone, I’ve given you the exact time stamp so please go and listen to your recorded calls which are for “training purposes”, what training? When a customer gets treated this way, all I wanted was my item to be refunded and your team took it this far, now I have to wait until the package arrives in Auckland, is scheduled for delivery to my address and THEN tell the driver that I refuse to take the item, he then takes it back to the depot, they will then contact Swarovski asking where to re-deliver the items to, and then HOPEFULLY I get my money back after a month or so, JUST like all these other poor people who have been waiting for their money, SWAROVSKI, YOU ARE THIEVES, stealing your customers money, JUST RETURN WHAT IS OURS!!! Your have your items, we DON’T. I’ve told you everything above so read it and do something about it, because word of mouth and social media is the best way to damage a company’s reputation, and trust me, no matter what happens, I will never shop from Swarovski EVER again, this was my first time shopping from Swarovski and this experience has impacted so much on me that I will never shop from Swarovski again and I will post this review on all social media platform that I can. People need to know of how Swarovski steals their customers money and doesn’t want to refund them. Seems like your policy is written by a little kid, CHANGE your policy get with the new age, if the order/item is still at YOUR OWN warehouse, and a customer wants to cancel it, GO AHEAD AND CANCEL THE ITEM!!! How Swarovski became a company with this attitude towards their customer doesn’t raise my eyebrows because it’s clearly CORRUPT!!!

Just rated 1 star purely because of the female sales person who served us. I came to purchase a valentine gift for my partner. When we decided to buy and I was about make the payment. I just realised that there is a free gift bottle with the purchase above $180. When I asked the sales person about this she said we sold out of it. When we requested to check if it is available in any other store. She looked into the system and took other team members help to find out. They started to come up with excuses we are not advertising/ we can’t ring other stores for the gift items etc. I felt so disappointed with overall experience we went through. When customers spend the amount you charging they do except the promo you advertising for that money. It’s not fair the other person next you get that same product with cheaper price. Please wear a customer hat and think about how it feels for you. I came all the way from Kerikeri to present a gift for my partner yes she was happy with the product but definitely not good shopping experience. Not recommending or looking forward to shop here again. I generally don’t complaint but this is highly disappointing and humiliating hope it gives you some good learnings.

This is getting a 2 star purely for the guy who served me, otherwise I would be giving this review a 1! Poor customer service. Sorry to say but i felt like I had to be from Asia to be served in this branch. None of the female staff greeted me or acknowledged that I needed some assistance. Finally when I called out to a young guy he helped me and did a very good job with ensuring my transaction was complete. But as a paying customer I deserved better

I went in yesterday to checkout something that I’ve been eyeing on the website and I was served by this young lady staff who’s new. I felt pressured that I had to purchase the items while I was trying on at the store. The question that I was asked and made me feel disappointed about the customer service was “are you going to buy something/anything today?” and when I said no as I couldn’t decide yet, her expression changed and ignored me immediately. This kind of question and behaviour is rude and poor customer service.

A shop that is always amazing with their stunning displays. Beautiful selection of crystals in jewellery, watches, and pens and ornaments to make that perfect little gift for that treasured someone.

I went in to buy a ring & necklace that I had been eyeing online for a while now. And while both the products were not on sale, I had decided to buy them anyways. While I was trying the ring on, the store manager came up to me and asked if I was buying it. I replied that I was. He then took the ring away from me, placed it on the ring holder and proceeded to lock it anyways! To say that I was shocked & appalled by his behaviour is putting it very mildly. Even the assistant helping me was embarrassed and apologised. Please do not assume everyone person coming into your store is a shoplifter. And don't you have security cameras anyways?! Needless to say, I will definitely not be returning to this store (New Market) ever again.

During lockdown 2.0 I ordered some things online. The website is very easy to use and was followed up well with confirmation emails and shipping notes. Goods came Very quickly and I'm very happy with them. Good work ?