Swarovski Gallery

I’m a return customer and have spent 100’s of $$$s on Swarovski products. My main complaint is customer service and return policy — mainly customer service. The staff person I dealt with was a girl named Rachel (young, short, brunette lady). I was exchanging an item (not returning, EXCHANGING) and instead of providing me with options, she right away told me that I couldn’t exchange the item because I didn’t have the original box (all I had was the ring box). After stressing me out and arguing with me, she finally told me that I could exchange the item but she’ll need to keep the original box. Had she given me this option in the first place, the evening would have been a nice evening and she would have a happy customer (who would return again to the same store). I didn’t care about the package or the box, all I wanted was to exchange the item. Oy!!!
I’m very big on Customer Service and if I’m giving you my $$$s, I expect great service. I didn’t the service I expected from this store (specifically Rachel) and this store has definitely lost a customer.

Atrocious return policies and customer service.
My wife and I received a crystal owl from Swarovski for christmas that wasn’t really our taste. Luckily we were given a gift receipt with the piece so we went to our local Swarovski to exchange it for something else. We were told by the manager, Janette David, that the piece we had been given was sold by an authorized Swarovski reseller and thus she couldn’t give us store credit. The piece was Swarovski, the receipt said Swarovski, but Ms. David was unwillingly to let us exchange it for something we actually liked because the piece hadn’t been purchased at her store.
So much for customer service! I actually felt sorry for Ms. David. It would be a bummer to be on the front lines defending the policies of a company that obviously didn’t care about its customers. Who wants to work somewhere that doesn’t stand behind their product? This was my first time in a Swarovski store… and it will definitely be my last. I will never buy a Swarovski product.

Swarovski inside the Century City Mall has really won me over. The sales person who helped us last night was not only helpful, but she was very patient as we checked out that Hello Kitty charms bracelets TEN MINUTES before closing on a Sunday night!
She answered all of our questions about their different charms, the Swarovski store policy, and we didn’t feel pressured about making a purchase!
The layout and the selection of crystals and jewelry are much larger than inside the Santa Anita Mall (which didn’t even have any Hello Kitty charms on display!).
I will come back eventually to add my charms to my bracelet! *ahem* with my boyfriend of course! ;)
Unilocal 100 Challenge 2013 — 3 of 100

Amaaaaaazing Ladies!!!
In the heart of the holiday shopping season I had the bright idea to stop into Swarovski to look for a pair of earrings to wear to a christmas party that was slowly approaching!!! (awfullllll idea) lol!!! I walked into the store and it was swamped with people. If you are familiar with this location, it is slightly larger than some of the other stores but not by much! there had to be at least 30 to 40 SHOPPERS in the store at once… And guess what??? only THREE sales consultants… Something told me to walk out. but I didnt.
I was kindly greeted, even though the ladies were incredibly busy. One of the ladies, I think her name was Artvia, was absolutely amazing in the way she managed helping every single person she could. As i was only getting earrings I didnt need much help so I did let her know she could come back to me later. She obliged and attended to other customers only to return to me about 5 minutes later to check and see if I liked anything. I did, she took it out for me, cleaned them off and educated me a great deal about the pair of earrings I had selected (they were part of their atelier line, i forget the designer) She was well informed on materials used and just the store in general!!! All the other ladies seemed very sweet and helpful! They really keep cool under pressure and are skilled at helping everyone as efficiently as possible!
By the way Artvia made it so painless I even bought a necklace!!! They are great here!!!

This Swarovski is in a great location at the Century City Westfield Mall. They tend to have some of the higher end pieces and are great to work with. If you need help locating a specific piece they are more then willing to help locate it. I always stop in and say hi.

I wish I could give 0 stars. Sales staff extremely rude and offensive. I purchased a bracelet with a faulty clasp, which kept falling off my wrist before even leaving the house. I went to return it and they told me it was damaged and unsellable and would not grant me any sort of return. There was nothing wrong with the bracelet besides that there was a defect in design. What kind of policy is this?
The stated policy on line is «Swarovski’s top priority is to satisfy all its customers. Items may be unconditionally returned for refund within 14 business days of the date of their receipt»
I don’t recommend this shop at all. I am still shocked by this customer service.

AWFUL SERVICE! I went in to return a Christmas gift I received. I had the receipt, and earrings in the box I was given (a Swarovski box). I was told by the sales girl that the box I had was not the right box for those earrings. Ummmm What? Does she think I keep a stock of Swarovski boxes in my house and switch them for fun? Granted the earrings were bought at a location in NY, but there’s needs to be some consistency with their stores. That was the box it was put in NY, so the store in CA needs to accept that. The person who bought it for me was told I could return hassle free, but was not the case. Because I had the «wrong box», I couldn’t get a cash refund, only store credit. I was unfamiliar with their product line but luckily found a nice necklace that was almost an even exchange. I have never bought anything from this store, and never will after this experience!

Beautiful products but poor service at this location (Westfield Century City). Was not greeted upon walking in, while other customers were. When I looked at the salespeople to discretely signal to help me they continued to chatter amongst themselves. Can’t remember their names… but I had to walk up to the counter and ask them to help me and bring out a couple of pieces I was ready to buy. Even then they acted all smug.
The person who finally helped me also totally did not know her stuff and gave a blank stare when I said I wanted to buy the (insert jewelry item name here). Ugh. So annoyed at their rudeness and incompetence.

It seems the managers at all Swarovski are rude. always, never fails. There unfriendly and pushy and just plain unkind. but the other employees are nice and helpful.

I purchased a $ 600+ watch for my girlfriend for Christmas.
In a month the watch broke, so we decided to return it. We ran into a couple issues… Swarovski DOES NOT take returns after 14 days and it couldn’t be used. We asked to speak to the manager, no help. We tried to reach out to the regional manager, no response.
Shouldn’t a company like this be focused on customer service rather than selling a customer a faulty product and not taking it back?
Afterwards, our only choice was to send it in to get repaired. Their 6 – 8 week turn around turned into 12 weeks. Yes, we sent the watch in Mid January and she just received the watch back.
I will never buy from Swarovski again and I would advise others to be wary of their return policy.

this one is in the westfield mall century city.
came here to buy a grad present for my sister– something special & cute. when i did find it, apparently it was the only one left, which was the one on display. i decided to get it anyway, but asked if they can get the serial number for the item. the sales man called 2 – 3 other stores just to find the sku number. also wrapped it up so nicely. thank you so much!!!