My wife and I have been customers since the store opened and have purchased Swarovski for over 25 years. So we love the products... But
We purchased the Christmas ornament with the tree inside the clear bulb. Only used the ornament for three years during Christmas. Total out of box usage 3 months. When we took the bulb from the protective factory box, I noticed the tree became unglued form the base and broke the bulb.
No problem I thought, we are very good customers, known by name from the original staff and being an engineer, observed the adhesive failure which caused the breakage. Swarovski will stand behind their product and either provide me with a new ornament or a replacement from another year.
I was wrong, very wrong. I was told that since the product was out of warrantee. That they would not replace the unit, even after it is clear that the product either had a manufacturer or glue defect. I also indicated that I know of others with the same ornament and had the same defect occur.
I had the store manager escalate to the regional manger to only get the same answer. NO, can't replace.
Very disappointed with the lack of customer service from what I thought was a reputable company. Be warned that if they have a product failure by no act from you, They will not stand behind their product.
Will walk past the store and not go in. I purchased my last piece of crystal from them. read more