ComplaintsforTiffany & Co.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two jewelry items online for my daughter's 17th birthday on March 14, 2022. Both items were delivered to my house on March 16, 2022. I saved the two items for my daughter to open on her birthday, March 24th, and I did not open the boxes previously to inspect the quality of the items because I believed Tiffany & ** only delivered quality products. My daughter did not like both of the items, so I set the boxes on a counter by my purse because I planned to return. My daughter didn't even try on either of the products because she didn't like them when she opened the boxes. I took them to Tiffany & ** at **************************** in ******. The sales rep who helped me said one of the products was damaged, and he needed to to talk to the manager. Over the next 40 minutes, even though I made it clear that my daughter did not try on the item, and nobody handled the items because they were going to be returned, I was told that I should have inspected the items the moment they came to my door to ensure the quality of Tiffany & ** products. Here are my questions. If the business policy states that the customers are responsible for inspecting product quality when they arrive at their door, could you please send a copy of the relevant statements in the policy that support this. I would also like information on the knowledge and background the customers need to have to effectively inspect the quality of Tiffany's products. If the business policy does not state that customers have the sole responsibility to ensure that they have sent quality products, please explain to me why I was told over and over that I had failed to inspect the quality when the items arrived, so it was my fault that I was returning an item that clearly had been damaged before it even reached my house.Thank you

  Business response

  05/04/2022

  Dear BBB,

  The client went into the store location to return two items purchased from us. The condition of the pieces looked to be worn and damaged; therefore, the store informed the client they were unable to return it due to the condition. The client insisted that her pieces arrived to her in that condition after purchase. At this point a manager was lopped in and the return policy was reiterated. Due to the client continuing to advise the pieces were never worn and was received that way, the manager processed a return for both pieces back to the original form of payment in hopes of satisfying the client. 

  Sincerely,

  *******************************

• Initial Complaint

  04/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 16, 2021, I placed an order on *********** - Order # ******. I was assuming it could be a pricing error but thought it could be also be a Christmas special! The item in question is the small return to tiffany heart tag pendant in sterling silver. The item was advertised for $25 ********; I ordered four of them for my nieces and my mum. I received an order confirmation email on the same day. Then later in the day I got an email advising me that the item was back ordered, it said call to cancel or if we dont hear from you your order will ship when available. Well, lo and behold they chose not to honour the advertised pricing and cancelled my order without even notifying me. I am completely appalled by their lack of customer service!! I understand it was a pricing error online but that was their error so they need to honour the order that I placed!! I dont mind them being back ordered but they have to honour the price and my order. Theres definitely no shortage of money on their end so them being sneaky and cancelling my order with no notice is just shameful and not what I would expect of the Tiffany name. No where on the confirmation email or the your item is back ordered email states any such things as Tiffany reserves the right to cancel your order. The shocker is that their web site even states Please expect to be charged the price listed for the Tiffany & ** merchandise you buy as it is listed on the day of purchase!! Funny how that seems to be there for show, since they dont follow through with that statement. I want my heart pendants that I ordered and have sat patiently waiting for them until I checked the status in March 2022 and saw cancelled!! If an item is advertised on their site, they have to honour the price and fulfill the order when the item becomes available, period! They cannot just cancel the order because they choose to with no reason or even notification to the client/purchaser. Such disgraceful business practices.

  Business response

  06/07/2022

  Dear BBB,

  Outreach was made to the client three times, twice on April 14th and again on April 28th. A voicemail was left but we have not heard back from the client as of the present moment.

  Sincerely,

  *******************************

  Customer response

  08/05/2022

  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:

  Dear BBB, 
  
  
  
  
  Reference ID # ********
  
  
  
  
  I have just seen the email from BBB stating that the case has been closed. The business, Tiffany & ** did not resolve my complaint nor did they offer any sort of resolve to it. 
  
  They claimed to have called me twice on April 14th and again on April 28th. There is certainly a chance I couldve missed the calls and I dont call back any random number on my phone unless I have been left a voicemail. However, they absolutely did not leave me a voicemail message as I always check my voicemail and I have never ever received a voicemail from anyone calling from Tiffany & **. Had they actually left a voicemail, please be assured I would have called them back. This is my cell phone so no one else has access to it. 
  
  
  
  
  **nsidering they claim to have tried to contact me, they did not make much effort at all!!! I am still completely and utterly disappointed. 
  
  
  
  
  Not sure what will happen from this point moving forward as the matter was not resolved. 
  
  
  
  
  Thank you.  
  
    

   

   

   

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

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

  Business response

  08/10/2022

  Dear BBB,

  We were finally able to connect with the client and it was explained to her why her order was canceled. The client understood that we did run out of stock and would not be able to fulfill her order.

  Sincerely,

  *******************************

  Customer response

  08/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me, however they offered no other resolve, so I will just stop shopping at Tiffanys. 
  
  Thank you for your time. 
  
  
  
   
  
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered my engagement ring resize for Tiffany Roseville store. I ask the man at the customer service, how they resize, make sure the hand engraving will not touched. Stay same after resize. And he told me how they fix ,no worry for the engraving! So I ordered. When I went pick up, I was shocked because all hand engraving is gone. The lady at the counter, she said she can send it back and get same hand engraving. But it had me and husbands a lots memories in the message and ring. We felt the ring is not ours anymore. They just keep saying we can send it back and put the new engraving same as last time. No apology, didnt tell us what happened. We just super shocked. The manager came and switched to take care us.He offer same, resend and get the new engraving. Or upgrade ring now(we must pick from double price of original) then free hand engraving for the new ring. We had a time limit to pick up daughter thats time, so need to leave now and couldnt think about what should we do. So we left store and talk about with husband in the car. He also so upset and sad we lost original ring. Call to customer service to claim to ********************** during drive. But the lady said, Oh okay I will put the information here and anything I can do??Tried to finish phone call so we couldnt say anything more. We fight about what should we do because upgrade idea is the only idea, and this year 5th anniversary for us so we can chose upgrade. But that need big money. If this was not happened to us, we just happy with our ring and cerebrate our 5th Anniversary happily. It mess up so bad. Even our relationship too. We tried to get any better idea for us. Asked manager to upgrade ring with price under double price. Because we cant pay that much. He said okay for that, but the idea still we gonna spend a lots money on it.I want to know our case like this happened on the passed? And what Tiffany should do.

  Business response

  04/12/2022

  Dear BBB,

  Please accept our apology for the delayed response. We have reached out to the store team regarding the client's experience and asked that they reach out to the client to address her concerns.

  Sincereley,

  *******************************

  Customer response

  04/13/2022

  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:

  [Your Answer Here]

   Im waiting on Tiffany & ** reach out to me but still not. they said they will contact me .

   

   

   

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

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

  Customer response

  04/21/2022

  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:

  [Your Answer Here]

   I real all messages from Tiffany but I didnt get any phone call on my phone  

  I still have Roseville Tiffany store number in my phone but there is no phone call history from them  

  even the store manager was contacted me alway by text  he could text me if I was not answering  

   

  and some information was wrong  

   

  I read all messages from Tiffany.First, I didnt get any phone call from Tiffany.

  I still have store number and managers number in my phone.but no phone call. Second, We decided to do upgrade way because there were no choice.re-engraving?we feel the ring was not ours anymore.how we trust the ring? when we complained about the engraving deleted,  store manager came and first he said if the engraving was by hand, it wont be deleted.Sounds like we lying it was not hand engraving.So I asked check and it was by hand.and I told him I want go to see the new ring before deciding, but we lives 1h20 drive so my husband was mad why we gonna pay gas for their missy takes. But no answer for that part. So there was no chance I can see the diamond before I purchased. Manager was offered me video call first but the time when we decided the diamond through the picture, we just did text even not video call. I understood the upgrade was only one way make us re start everything.but It was all Tiffanys mistakes but no helps us any way to finish this out. Covers all mistakes and apologies by text? We are not happy that way. And their mistakes, why we gonna pay extra money? They could pay us at least gas for extra our visit store twice.

   

   

   

   

   

   

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

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

  Business response

  05/04/2022

  Dear BBB,

  The store manager called the client yesterday and had to leave a voicemail. The manager is waiting for the client to return her call to discuss the matter further.

  Sincerely,

  *******************************

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During Christmas, Tiffanys clerk recommended incorrect necklace that didnt fit. Attempted to return necklace 15 days outside of extended return policy due to fact that I tested negative to covid & upon calling store was asked to wait for negative test before coming in. Upon attempting to return (had tried a few days earlier but they randomly closed 3 hours early due to winter storm although mall was open) asked to speak to manager who was incredibly **** and unsympathetic to any resolution and embarrassed me profoundly. It surprises me that this is Tiffanys level of professionalism!

  Business response

  03/17/2022

  Dear BBB,

  Thank you for contacting us. We sincerely apologize for the delayed response. After doing further research, the store team had explained the return policy to the client (which was extended to January 31st for the Holiday) and that was the reason the return was denied. The store is confident that they are aligned with the company return policy.

  Sincerely,

  *******************************

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my necklace chain in to get serviced with tiffany after doing thourough research and taking it in person to get serviced first. My local store said i needed to mail it in to the service department to get fixed and quoted me it would be free due to being under warranty which they searched in their system by my credit card. They said if there was any cost it would be to ship it or a flat rate $25 for the type of damages- yet it would probably be free for me. I paid $12 to shop the item to tiffanys in new york, having to go through the hassle of doing so myself and paying for a shipping label. I received an email that they got my necklace chain and quoted me $80+ to be repaired, something as small as a jump ring needs to be attached to the end so the necklace can properly clasp. On top of this they expect me to pay $20 to insure and ship it back to me. $20! It didnt even cost me that much to insure and ship it to them. I feel very take. advantage of. The costs to repair something tiny are not even worth it compared to the price of the necklace and i shouldnt be spending so much for a repair i was told was under warranty and quoted would be free. The fact that their jewelry is so expensive youd expect them to have better service and not charge 1/4 of the price to fix a small detail that shouldnt have even broken already for a semi-new item. Very disappointed with this and now tiffanys will not email me back. I refuse to pay this and pay $20 to ship my item back to me. They need to repair this based on what their stores are educating to customers. I called in first and they quoted me then told me to bring it in to confirm which i did and they said the same quote that it was under warranty. This needs to be taken care of for me. So disappointed Tiffanys.

  Business response

  01/19/2022

  Dear BBB,

  A call was placed to the client today and a voicemail was left for her advising that we reviewed her order and accommodated the charge as a one-time courtesy.

  Sincerely,

  *******************************

  Customer response

  01/21/2022

  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

  12/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 19, I bought a necklace and pendant from Tiffany's website, with a total value of $ ********. My order number is *********. I request a refund from Tiffany, and I am highly disappointed with this shopping experience, which is unacceptable. This order was delivered on November 21, but I have never received this package. After the Thanksgiving holiday, *****, the apartment's manager, helped me search the entire apartment open area and locker three times but unfortunately couldn't find that package. And ***** said she did not sign for that package and was willing to help me with this case. (I will upload her contact information) So, I reported to Tiffany on November 28 that I had not received the package. During this period, Tiffany promised to reply within 3-5 business days and update me on this case at any time. However, from November 28 to December 20, I did not receive any updates by phone or email from Tiffany. I called at least four times and had an online chat with the Client Advisor every day. Still, Tiffany always told me that *** was investigating and advised me to wait for the *** result. I asked to contact the person in charge of the case, but Tiffany refused my request and provided me with an email address to reply, and the person in charge of my case will contact me actively. However, no one contacted me. The most important thing is that Tiffany took ten days to urge *** to start an investigation after I reported the package I had not received. Finally, Tiffany told me that the case would be closed on December 20. However, I actively contacted Tiffany on December 20 since nobody is taking me seriously with no updates, but I still haven't received any solution. From November 28 to December 20, I did not receive my graduation gift, also I wasted a lot of time contacting Tiffany nearly every day. Tiffany never calls me or emails me. That makes me feel that they don't care about this case. How Tiffany's can treat their customers like this?

  Customer response

  12/23/2021

  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,
  ***** ***
  
  
  
   
  
  

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