SwarovskiReviews 

I placed two orders to buy the “Una drop earrings” on 13 Feb 2025 and the “Dextera hoop earrings” on 18 Feb 2025. Both orders reached me very timely on the17th and the 21st of Feb. Unfortunately, as these were for a present, one of them was very small and we did not like the other one and I decided to return them both. I followed the instructions to return both of them on the 22nd of February in the same kiosk. On the 25th of February, I received 2 emails confirming that both parcels were in consolidation and that they will both be sent to the warehouse. On the 3rd of March, I received a confirmation that I will get the refund for one of my returned orders and then on 6th of March, I received a confirmation that both parcels were received at the warehouse. Since then, I followed in the customer service chat and via calls 3 times to check on the status of the other return, and in each time I was informed that this is normal processing or that it would take a couple of more days to get your refund. On the 1st of April, the Customer service representative promised me over the phone to check the status of my return and to write back to me. She then wrote back to me that they are unable to process the refund as the package has arrived empty. I wrote back to her that this is not possible as I sent 2 packages at the same day in the same kiosk, but only one was refunded. I also told her that why it took them too long to write this to me, given that I have been following on the case for the last 4 weeks. She responded back that this is a final decision and that nothing can be done further in that case. this is very disturbing and the first time to face this in any online shop in Denmark. I very highly suspect mishandling or theft of my package in Swarovski’s warehouse as if it was empty I should have been informed a month earlier when the package reached the warehouse or even before when the package was being consolidated. Now, I have no way to get my refund for a problem that I’m not responsible for. Unfortunately, they are not giving me the opportunity to escalate my case, however, I will ensure that this is escalated through the “Public Consumer Complaints System” in Denmark. Unfortunately, I did not check the reviews in Trust pilot before doing my online purchase, where I found many similar cases of very bad customer service and mishandling. I would not recommend buying anything from the online shop.

I had a problem with swaroski i received the package damaged and empty.

Well at the beginning people from customer services will treat you well however after confronting them about the bad quality they will be cold and claim you. Like NEVER EVER say this to swarviski like this.. :/ you pay thousands or high prices ridiculous then you find bad quality looks really cheep quality can easily broken! With never fixing service only for manufacturing errors!! Seriously a jewelry high shop with no service! High prices and ridiculous deteriorating quality

I returned my order to them 2 months ago, until today I have not received a refund. The staff does not reply to emails.

AWFUL EXPERIENCE
After ordering three pairs of eatings in January and then not ever arriving I am still waiting to have a full refund. After dealing with and disputing with customer service I am no further forward the courier lost my parcel which I believe is an issue between Swarovski and the courier not the customer yet was told can only have a refund when the goods were found it’s been three months give me my money back!!!!!! £178 is a lot to lose REFUND ME!!!

It’s good if you’re looking for a middle range jewelry to give someone as a gift. The quality is mostly good so nobody’s going to be disappointed by it, but maybe the price could be cheaper T-T

I peronally like what they offer, all the earriengs I've ever bought for my close people were from here, and they all liked this.

Hmm, I can`t say that the quality is the best out of the best, like they emphasized in their promotional campaigns. But, I can`t say that it looks poor, still swarovski is the name that you can boast about, in front of your friends and colleagues. I had this feeling, when my wife started talking about her new ring that I bought from, everybody was impressed, like my pride and ego:) XD

My wife bought the Swarovski Hummingbird in memory of her father, paid well over £500 for it. After a few months the glue failed (it is 2 parts glued together to allow it to stand). I took it back to our nearest store in Liverpool to be repaired. I was told at the time the repair would be free but on collection they tried to charge me. To be fair after a discussion they did not charge. We left the Hummingbird in all its original packaging until we were ready to display again. We got it out yesterday and the glue had failed again. I think we’ve given up. Just very disappointing considering the cost of the piece.

Ring tarnished after a few weeks. Got a replacement and same happened so asked for a refund. I emailed them in december, it’s now March and still waiting for a refund. Customer service is awful and take weeks to reply!

spent £175 on a necklace as a gift to myself.
the chain broke, I asked for replacement last summer, still waiting...

My friend give me a necklace for my Birthday last year and change colour. So I decided to go to the Pickering Swarovski store to see what they could do. 1st Person on the counter, told me " I'm sorry you don't have a receipt, so we can't do anything" . Then it was other very nice Lady there and overhead our conversation, so she quick approach to the counter and she was welling to help "her name is Maria". Maria then asked me if I knew my friend's number and I say YES. So I give her and sure enough the Necklace was under my friend's account. So she was able to help me.This is what I call excellent customer service going above and beyond to help. Maria is extremely helpful, we need more people like her. Excellent customer Service Maria ! Thank you for your efficiency and dedication to your Job!

100% Terrible Customer Service

My wife absolutely loves jewellery from Swarovski a lot, like a lot! She’s been complaining non-stop about her bad experience with her last online order, even though she normally loves everything she gets.

So, I wanted to make it up to her by ordering her another piece from Swarovski. I created a new customer account, and when I tried to use my 10% off for my first order, it didn’t work. I contacted customer service, and Miss Alexandra sent me a "Used gift card code." I emailed back to ask about it since it didn’t work, but I never received a reply.

I then tried the online customer service chat, where Ms Kamil K. told me the gift card number had already been used but definitely not by me! And this is how their customer service "solves" problems? She literally said, "I can't give you a new one because someone has already used it." What the actual F? Is this how customer service works in the UK now? Absolutely ridiculous!

She ended the chat with "I am sorry, but we cannot help," and then just closed it herself. Wow. 100% impressive, right?

I never thought customer service could be this bad, but my wife was completely right. And here’s the funniest part, I just checked with her, and guess what? Miss Alexandra, the one who sent me the used gift card, is the exact same person my wife had an issue with. And the gift card number she sent me? It’s the exact same one she had already given my wife!

Let me be very clear: this is not the same account. I created a completely new account, and surely, I should be eligible for another 10% off my first order, right? Please tell me if there’s another company in the world that refuses to give a first-order discount just because someone in your household already has an account and used it?!

Please let me know and give me some advice because I firmly believe I have the right to receive a new gift card for my own account. Unbelievable.

Oh, and that gift card is only £15, nowhere near 10% off. Better than nothing, but not good enough. I should be getting the full 10%, that’s my right.

They kept sending me an extra 10% off code that I can't use for *Non-reducable product*! #useless

P.S. I never get an email from customer service as they replied below.

I have been ordering on line my last two buys and have had no problems at all coming within 2 days from ordering I like the way they come in a plain white box but have the name inside nice touch for security .but as I wanted to get other items while in town. instead of buying on line in the sale
I went into the Liverpool One store today as I wanted so buy a certain colour stone earings but wanted to check to see them if right colour for the match I wanted We were greeted by a lovely assistant called Sarah who was very attentive when I explained what I wanted to see and willing to show me a variety of styles of my chosen item never making me feel I needed to hurry, or leave it if not sure, as the sale was on and less than I had first seen them on the web site I bought two different sets and a gift from my Husband a Bracelet all in same matching colour. We spoke about my recent purchase of a watch for my Greatniece who is a Special Senior Physiotherapist and has gone to work abroad and was showing her pictures of her apartment and surrounding area and views, we laughted
when I told her though she took 80kg of Luggage incurring a massive extra cost she is asking Mum when she comes to visit in april to bring more sock plus extra
bits she did not have enough room in case for more than she packed. and we had just been shopping for her as we had come to town So it was a very pleasant afternoon not just to buy beautiful items but to have had this pleasant chat with a lovely young lady.

Popped into the Covent Garden store quickly and the staff there were lovely! Laura and Charmaine went above and beyond for me and really made my day! Will definitely be back!

Dissatisfied with the services. I’ve placed an order online and opted for store collection because I had an appointment within the same area. I called customer service and asked my order will be ready. First they informed me it will be ready for collection aftter 2 days as they are taking it from the warehouse. I told the agent that I don’t live nearby hence I only have Sunday available for pickup, otnerwise please deliver to me. I explained that online says same day delivery or pick up store collection. That’s the only reason I purchased from online and Swarovski. The agent said she will make a report but couldn’t promise anything. After 2 hours, I called to check. The agent said it’s been dispatched and will be sent to the store. Around 2pm, I called to check since I was within the area but was advised it’s still with the courier and store will call me once it has reached. After 6 hours, I decided to pass by the store since I thought 6-7 hours would have been enough for the courier to deliver. It was around 6pm when I went to the store to check but unfortunately my order wasn’t there. I called the customer service to see if they could check where the item was exactly so atleast I can just stay for awhile to wait since I live far. The agent promised to call me back moreover he was very confident that the store will call me once it has reached the store. Till now around 1pm noone called me nor replied to my whatsapp message. It is so frustrating ro deal with Swarovski. Noone considered my request. I demand for compensation as it has caused me so much inconvenience. It wasted my time and money calling customer service many times and spending time to go to DCC store for nothing. I will not have the luxury to go the same store anymore since I work and live far. I want my order to be delivered either to my house or workplace asap. I’ve been ordering online most of the time from many stores and I promise it is only with Swarovski that I have to face so much difficulty. It is very absurd to not be able to handle simple delivery instruction. Poor customer service with poor coordination.

My daughter save her pocket money for a months to buy a pink stone swan bracelet for my birthday and l lost in less then week because of poor magnetic clip. I don't know who decided it's a good idea to keep all bracelet together only on a little magnet but it's not working at all. Don't buy it or buy but wear at home only. Highly not recommend.

I bought a $500 dollar watch for my wife from Swarovski for Christmas 2025. I need an additional link to fit my wife's wrist. Swarovski customer service told me they don't have any links nor do any of the stores. Also I can't return the watch. I've been a customer since 2014. Not anymore. Be careful about buying from them.

I placed an order on February 7th, 2025, for an anniversary present, which included a free gift. The order was due to arrive on February 12th, but when I received the package, it only contained the free gift—NOT the actual item I ordered!

I immediately contacted customer service, who made me fill out a form and told me they needed to investigate with the carrier, which would take five working days (I have this in writing via email). However, despite multiple follow-ups via email, I received no response whatsoever.

Today is February 24th, and after yet another attempt to get help through live chat, I’m still being fobbed off with excuses. Now they’re telling me they’re still waiting for a response from the carrier, with no clear timeframe for resolution.

This is beyond frustrating—it's obvious the mistake happened in the Swarovski warehouse, yet instead of taking responsibility and resolving the issue, they are dragging it out endlessly, making me chase them for an answer. This was supposed to be an important anniversary gift, and their lack of accountability and terrible customer service has completely ruined the experience. Absolutely unacceptable! I expected far better from a brand like Swarovski, but this has been nothing short of a nightmare.

Would NOT recommend ordering from them unless you want to deal with frustration, delays, and zero customer support!

I purchased the green Mesmera bracelet in November, and I have worn it 2 times since. One of the crystals is “foggy,” and looked different from the one I tried on in-store. I unpackaged it at home and noticed this detail, and thought perhaps it was because of the lighting in my home, but it wasn’t. Under all lighting, it looks the same. The other two crystals sparkle beautifully, and the third is dull. The two times I wore it, I didn’t want to look down at my wrist and attempt to soak in the beauty of the bracelet, because that third jewel threw the whole look off. I’m very disappointed, as I purchased this abroad, and cannot return it. Nonetheless, Swarovski should be held to the same standard in every country. I’ve never had an issue with any of my previous purchases, but this one truly hurt my expectations.