Swarovski

The customer service experience was extremely frustrating. The representatives showed no understanding of customer frustration, no effort to resolve the issue, and no professionalism in communication. Instead of offering a proper solution, I was advised not to accept the order, after which the order was returned. This is not a reasonable or… Read more

respectful way to handle a customer complaint.

Additionally, the return process is unclear and poorly managed, leaving customers feeling trapped rather than supported. For a brand that positions itself as luxury and trustworthy, this behavior feels misleading and disrespectful.

Advertising services that are not fulfilled, combined with poor communication.

This is the first time I've seen a store with a considerable reputation in the market treat customers in such a disgusting and unreasonable way. My son gave me a bracelet as a Boxing Day gift, but it was size Medium. I saw that the store in Westpoint Blacktown had size Small, so I put it back in a box. Today, December 30th, 2025, I went to the… Read more

store, but I've never seen such terrible customer service. I also work in the customer service industry, but I wouldn't even give this company a one-star rating. Their customer service was incredibly clumsy and idiotic. I didn't ask for a refund, only an exchange. After speaking with my son on the phone to prove the receipt, for some reason, they absolutely refused to let me exchange it. A reputable, large-scale company, yet they treat customers in such a petty and despicable manner. What is the reason for not allowing the exchange? I thought that after exchanging it, I would buy a few more items because I had already chosen some from their website and I decided to buy gifts for some relatives. Their service is incredibly st^pid. I urge you to be cautious, or better yet, avoid buying anything from this branch. Their business practices are utterly disgusting.

Went to Kotara Swarovski store as it is closer to home but disappointed in their service or lack of service, they palmed me off to online, I was not impressed, then I went to the Greenhills store which I should have just gone to anyway as I have had great experiences there before. Bella is brilliant she is an asset to the company so is the store… Read more

manager and Olivia! there services were " no problem I can do that for you, not go online and do it yourself! I would not recommend anyone to shop at kotara Swarovski as they are useless. Just go to Greenhill's. I highly recommend it!

Thank You Lucy at Doncaster Branch – I had purchased a bracelet in Feb this year for a 60th that is in November. I purchased it early as it was on sale, only to find out I need one size bigger. I emailed customer service and did not get much help from them at all. I did not want to return the bracelet, all I want is a bigger size and I am happy to pay in the difference, but all… Read more

customer service did was tell me about their 30 day policy and that they cannot guarentee an exchange. I then decided to call the Doncaster store myself and Lucy answered the phone. There were no questions asked, she checked if there was a bigger size in stock and said she would put it aside for me. That is what customer service is all about. Thank you Lucy, I hope Swarovsky hold onto you tightly.

Awesome shopping experience – I went into the store after a certain necklace, to find out, that it had been discontinued. I found the photo of the necklace and the staff member found the code and discovered that their last 2 necklaces had been sent over to the Canberra store. She went out of her way to track it down for me and I was able to order it and at a great sale price. The staff were excellent. I highly recommend the great service at the Hobart store. Love, love, love. Show details

I would never buy Swarovski. It is overpriced costume jewellery. A relative gave me a pair of Swarovski earrings which cost $159. On opening the box, one of the clasps was broken. I received a replacement pair. The assistant in the shop had to tighten one of the clasps and then it was difficult to clip once behind my ear. It seems to be you… Read more

either have to have a strong nail to push the post up or have the clasp loose and risk losing it. The earrings are difficult to lock in once they are behind the ear. This is because of the design of the clasp. I have never had any trouble securing any of my other pairs of earrings.

My partner purchased me a lovely bracelet with our sons birth flower. It is called 'tough' but broke a few weeks later. We replaced it with another one thinking we somehow got unlucky only for the new bracelet to break in the exact same way. The online customer service, and store staff, were incredibly unhelpful and refused a refund even though… Read more

their product is faulty. They also refused to fix is as that isn't something they do. Store credit for a store you no longer want to support or shop from is such a terrible service.

I wrote a personal message for the card and also asked for a gift receipt . But when it arrived the card was empty and my personal message was not written on the card. The gift receipt is no where to be found .Too disappointing! Show details

Says Click and Collect but then when you arrive at store, they tell you they need 3 weeks to get item from Singapore - such bad service. Don't answer emails and no active phone number on site. Need to do better - I won't shop here again - which is sad as have multiple significant birthdays coming up for friends and family, so they have lost a lot of business. Show details

Do not buy online...Purchased online paid with PayPal. No invoice sent for purchase. Money gone from account. Swarovski are saying they received my money but did not capture invoice. Swarovski are blaming PayPal. They are refusing to capture the invoice for sale. Refusing to refund. PayPal advised I have to wait 30 days and money will go back to… Read more

my account. Absolutely ridiculous, they have my money and obviously cannot fullfill purchase so holding money for the 30 days..

My review is not really about the product but about the "so called" Birthday gift voucher which we are being sent yearly on our birthday...I have been a member for many years and been receiving those vouchers which unfortunately I have to use in specific Swarovski shops which unfortunately is 34 km driving (one way) from my house .. and not in… Read more

anyone. This doesn't make sense, what do you call a gift if you cannot use... I always lose that opportunity of enjoying that gift voucher. I cannot understand why we being fidelity customers use the voucher in any Swarovski shop or outlet...I am sure there are many people out there thinking same way as I do.

I am absolutely frustrated with my experience. After waiting four weeks for my ring to be delivered, I made five calls to customer service. Each time, I was told my order would be prioritised and they were following up to get it to me. However, it became clear that every time I spoke to someone, they made empty promises just to get me off the… Read more

phone without any real resolution.

Eventually, I received an email saying my order was cancelled and a refund had been issued. The problem? I never received the refund. I contacted customer service again, only to be told they had sent me an e-gift card instead. After checking both my inbox and junk mail, I found nothing. I reached out again asking for the card to be reissued—no response. I sent a follow-up email, and still nothing. It’s now been THREE MONTHS, and I am still $200 out of pocket with no resolution in sight.

This level of service is completely unacceptable. I will never purchase from them again.

Ordered xmas gifts in November 2024. Never received goods. Asked for proof of delivery. None forthcoming. Asked for full refund they refused. Would not recommend any dealings with this company. Show details

No Loyalty To Customers – Ok,so I’ve been a Swarovski member for 17yrs and have bought $90,000+ in product including Disney, Pixar, Marvel, DC as well as nature items here and there. Their backup customer service has been nothing less than shameless. Their mistake in many cases and then instructing ME to go to my local store (which is an hour away) to fix something that is… Read more

their fault and ‘can’t be fixed’ from head office. Then not honouring vouchers that clearly should be available to a loyal customer of longstanding business. They take your money but can’t back it up with their silly rules and regulations. For a high end company they do not respect you as a customer. I am more than disappointed and for this reason, unfortunately, I will be making my last order today purely because I have a voucher online that should have gone back to my credit card as a credit BUT they couldn’t do this unless I took all my product back to the store, get it credited then repurchase it! Absolutely ridiculous! And when you get angry about it they make it out to be your fault.

Swarovski Entitlement – My order for Christmas was cancelled 3 weeks after it had been placed, leaving me in a very stressful and precarious situation less than a week away from Christmas. I received no notification from Swarovski about the cancelled order and the only reason I found out is because I had to chase this up myself when I realised that it had not been… Read more

shipped. If I had not done so, I would have been left with no presents to give at Christmas.

Moreover, the order was cancelled with no explanation. This is appalling again so close to festivities leaving myself to scramble around and try to find a replacement that would arrive in time for the holidays.

I was only offered a generic discount code that is available on the Swarovski website to everyone. I do not feel that my complaint has been taken seriously, nor the customer service rendered has been appropriate for the inconvenience that this has caused.

Please stay away.

Ordering online? Beware – I ordered an item of jewelry from their Australian online store. I found out yesterday that the item was to be shipped from Singapore. Nowhere on their website did it mention this. The item is now being held up in customs in Australia.

SLACK AFTER SERVICE – Bought 2 identical gifts as Christmas presents, they sent me 1 gift bag. So one of my Christmas recipients will get their gift in a Swarovski gift bag, and the other won't. I rang and they told me I should go to the nearest store to pick up, basically a paper bag with their logo on it. What a joke. I'm not going to spend half a work day driving to… Read more

the nearest store to pick up a gift bag - that's why we purchase on line. Have some decency and mail the gift bag to me. If it were my business, that's what I would have done. Lesson learnt. Aftersales service is couldn't care less - unacceptable.

Happy – The two staff at Mandurah Forum shop were fantastically helpful. I was looking to replace my old Swarovski tennis bracelet which I have worn continuously for many years. Unfortunately Swarovski no longer make the exact same bracelet but Mel and Met managed to find me one within minutes. They helped me buy it online and it was delivered to my door the next day. The best customer service I have had in years. Thanks ladies. Big tick ✔️ Show details

"Gift wrapping" is a joke – I bought a bracelet online (click and collect) and paid an extra $5.50 for gift wrapping. When I went to the store to collect the gift, it was handed to me in a white bag with a bit of pink ribbon. I stated that I had paid extra for gift wrapping and was told - that was the gift wrapping. I pointed out that it looked nothing like the images… Read more

online and asked for my $5.50 back. I was told I had to contact customer service. I did this - the "chat" function is a disaster and when I phoned, I was again told "thats the wrapping". The pictures on the website DO NOT reflect what you actually get and the customer service is socking. I feel ripped off.

Poor quality – This jewellery is just bad quality and will not last much longer than the warranty period after which Swarovski is not interested and in addition, you can’t even get a repair without visiting a shop. It’s way too expensive to last only a year or so. Clearly their “ Sustainability policies don’t extend to the life of the product their Show details

IF I COULD LEAVE 0 STARS, I WOULD – I created an Account Online as the website clearly states 'Sign Up & Receive 10% off your first order' - No where does it state (As I checked) that there are certain T&C'S to receive the 10% off. I tried to apply the 10% code provided - Didn't work, so I emailed the 'Customer Service Team' and was advised that the particular item I wanted to… Read more

purchase was not 'eligible' for the 10% off - What?! So then I proceed to purchase it anyway online as a 'Click and Collect' - Didn't receive a Order Confirmation so tried to contact the 'Customer Service Team' via their 'Live Chat' 3 TIMES and ALL 3 TIMES I received a message back stating 'they're unable to connect me'. I then contacted the Customer Service via Phone and was told that I would receive an Order Confirmation Email within 30 minutes after the Order was placed - I informed them it had been over an hour. They then tried to inform me I would receive the confirmation once the funds left my Bank Account - I informed them it already did. They were useless - Kept going around in circles with incorrect information. I ended up demanding they cancel my order to which I was asked 'Can we have a reason as to why?' - Are you joking? The person I spoke to cancelled my order and my $$$ was refunded. I cannot believe how difficult it was to order from this company - You're better off going in store or going somewhere completely different altogether. The only reason I ended up still purchasing this item is because it was for a friend that really wanted this item. Other than this occasion, you won't see $1 of mine being spent here.

I WISH I COULD PUT NEGATIVE STARS – Worst quality jewelry I have ever purchased. The pink matrix tennis bracelet fell off my wrist twice and the second time i didn't even know and lost my bracelet. The clasp is the most important thing that you should be able to rely on and it was the worst thing about it. The product is also so overpriced. The customer service hung up on me and did… Read more

not offer any compensation or a replacement and only offered a 10% "welcome" discount which is rediculous considering a $330 bracelet just fell off my wrist after owning it for a week and only going out for dinner.