ComplaintsforBulgari

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my frustration regarding the ongoing delay with my watch, which I submitted for repair on June 17, 2024 to the **********, ** boutique. It has now been nearly four months, and despite multiple visits to your store and numerous follow-ups, I still have not received my ******** August, I informed your team that I no longer wished to proceed with the repair and requested the immediate return of my watch. I was assured that this request would be communicated to the repair team. On September 21, 2024, I received an email from ***** ****** **** stating that my watch was in the "quality control phase" and that I should expect its return soon. However, it is now October, and I have yet to receive my watch.I am extremely upset with this lack of progress and the poor communication throughout this process. I am leaving the country in two weeks and urgently request that my watch be returned to me immediately, regardless of its repair status. I dont want it fixed anymore, I just want it back!

  Business response

  10/24/2024

  Dear *********** *******,
  We understand your frustration regarding the extended time it took to repair your watch. We sincerely apologize for this inconvenience. We're pleased that we were ultimately able to complete the repair to your satisfaction before your departure.

  Thank you

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A handbag was purchased for me at Christmas. Within two uses the pin that holds the strap on the handbag fell out. First time I replaced. Second time the pin was lost. The bag was brought into the Chicago Boutique In January for service. Since then, the boutique says its "in service" with no idea when it will be returned. This is a small pin that is on many of their handbags. I Find it hard to believe they need the bag for months now to fix. Looking for a replacement of the bag. Can not get anywhere information from customer service.

  Business response

  04/29/2024

  Our repair department was awaiting a replace part to fix the client handbag. Unfortunately there was a delay receiving the part, it was on back order for two months. We provided the client with a new handbag. Please see the invoice attached. The bag was picked up by her husband on April 17, 2024

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, My husband bought me an anniversary gift, a ring B.zero on 6/24/23 in **************** in **********. Unfortunately, after I wore the ring twice, diamonds fell out. We went back toShort Hills Mall Bulgari store on 7/11/23 and exchanged it for a necklace for which we had to pay extra. The reason for this exchange was the limited inventory available at the store. I wasn't happy with the necklace and decided to give the ring a second chance, I thought that the issue was with that particular ring we bought. I exchanged the necklace for the same ring on 7/14/23 in the Manhattan's Bulgari store located on ***********. Once again, only after few times I have worn it, four diamonds came out. This can only mean that there is a model defect. I went back to Short Hills store just to be told that Bulgari can fix it and the Manager suggested that I should be more careful and also I should wear the ring on the chain as necklace. My question is - how careful can you be with the ring , its not like I do any heavy maintenance work with my hands plus I only wore it 3-4 times. Why would I buy a ring to wear it as anecklace, really not professional advise. Also, it should clearly state that this is NOT a ring but a pendant. Nowhere it said so and the salespeople never indicated that during the purchase process.Needless to say,I do not trust Bulgari's quality anymore and do not want any fixes. Plus, their service is not professional and even rude at times. I have tried to resolve the issue by calling the corporate number few times and was given a run around that every time ended up at the ****************' store manager hands, who wasn't helpful and was very condescending. Exchanging emails didn't help either.The ideal solution for me would be is to get my money back but if this is not an option, I would like to get Store credit so I can chose other item! I would prefer to make exchange at Manhattan's *********** store, better inventory and definitely better ****************

  Business response

  01/08/2024

  To all in copy, 

  I had the distinct pleasure of speaking with this client and we invited her to return the ring for a full refund to our flagship store on ******* in ***. We agreed she would be pleased with a full refund as she is concerned she may continue having reoccurring issues with this specific piece. She will let me know when she plans to visit, at which point I will coordinate with the Client Advisors to ensure a seamless transaction. 

  Alla, you have my direct number however I am happy to leave it here for you again - its ************ and my work cell phone is ************. Please call lor text to let me know when you can come by and I will follow up as promised to make this right by you. 

  Thank you again! 

  Very best regards, 

  ********** 
  Customer Service Manager
  ****************************** 

   

  Customer response

  01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is an unfortunate situation..my name is *************************** and my wife loves the Bulgari bracelets (BULGARI BULGARI 18 *************** gold bracelet ; Ref.: ******) so she can stack them however the one most recently bought on July 21st, 2023 kept detaching. Either it is faulty (supposedly this one was not faulty), or they cannot be stacked, which should have been mentioned by one of the sales associates because the little side button keeps getting pressed by the other bracelets. Either faulty or false advertising, but I want my money back, not a credit. I want a refund because I'm not looking to just return it because we didn't like it, but rather because the product/bracelet is not performing well and doesnt stay on my wife's arm. The solution proposed by Bulgari is to upgrade to a significantly more expensive bracelet ( $5,800 to ******) because that more expensive bracelet has a better closing mechanism. Isn't that convenient? Once again, this was never mentioned by a sales associate so I am looking for support to get them to get me a refund and not a credit as that bracelet is the one we wanted and the item is just not functioning.

  Business response

  09/15/2023

  **************** purchased a bracelet on July 21, 2023 at our ******* ******** Boutique. The client signed the invoice that does state we are unable to refund( invoice attached). The client came back to the boutique with the bracelet because the clasp was opening up on his wife when she stacked the bracelet with her other bracelets. Our boutique exchanged the bracelet for a brand new one on Aug 3^rd. 

  On Aug 25th the clients mother in-law came to the store and wanted to upgrade the wifes bracelet to a higher priced bracelet.  She loved the new bracelet for the clients wife and confirmed that she understood that it would be a final sale.  It was communicated this to her both in writing and verbally.  She signed the invoice acknowledging our policy and left a happy client.   

   

  On August 26^th, the client came to the boutique. He expressed his concern about how expensive the new bracelet was. He wanted a complete refund. Unfortunately we can only exchange and not refund the client for his purchase. He mentioned the issue with 1^st bracelet. ***, Store Director, offered repair service if there was any issue with the original bracelet that was already exchanged for a new one. The client said currently there was nothing wrong with the exchanged bracelet. His main concern was the cost on the one his mother law just upgraded. *** accommodated the client with a return of the new more expensive bracelet for his original bracelet and refunded the client the difference (August 27^th).   Please note this is our sales policy which is on our receipts.

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The no refund policy can only apply if the bracelet is functioning. In this instance, this particular bracelet's mechanism is faulty and it has continuously been falling off. Bulgari's proposal is for me to upgrade to a significantly more expensive bracelet which is unacceptable. I will only accept a refund or for them to provide the more expensive bracelet with a better mechanism at the same price of the original bracelet I purchased.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Bulgari women's bag for my wife as her birthday gift on Oct 24, 2021 at Bulgari Boutique *********, **. The price of the bag is $7112 including tax. When I took it back home, my wife found there was a cut sign on the strap. She contacted the associate-***** Pow directly and sent them pictures. ***** told us to take the bag to the store to check. We went to the store on Oct 27, ***** accepted the issue and said it could be exchanged. On Oct 29, ***** told us there was no stock in Italy HQ for this model and asked if we could wait. We said yes. On Nov 3, my wife asked for results. ***** replied that had to wait for the ** office. On Nov 5, ***** said there was no same model around the world. ***** said the waiting time would be six months or more. She gave us solutions -1. waiting for the new one/2. select other models instore. On Nov 9, ***** sent option images. My wife did not like them and told ***** we would wait for a new one. ***** said we must return the bag to the store before Nov 22. And she would issue a store credit. As we told her we don't need other Bulgari and just wanted the same model. We don't need the credit. She refused. I send email to Bulgari ** for this issue on Nov 14. ****** from Bulgari ** replied the store manager-*************** would contact me. *** sent emailed me that the new bag would be delivered in January ideally. And she insisted I must return the bag before Nov 22. I told her my concern that I had nothing on hand before the delivery. I said I would keep the current bag until the exchanging date in store. I asked them how to deal with it if the new bag would not be delivered in January. All Bulgari staff did not reply my question. I had all email records. *** said she assumed I had been satisfied with the product if I did not return it within 30 days. She refused to reply what if the new bag was not delivered before end of Jan. So I assume she just cheated me to return. Now I request full refund.

  Customer response

  11/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩