ComplaintsforTiffany & Co.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi there,I bought a bracelet on Aug 7th at store, and it shipped to me at Aug 9th. I have paid ******** for it.Not sure the item itself is defective or the whole design has bug, during the passed two week, it just suddenly open without push the open button couple times, the first times were happened at home, so it didn't draw my attention, until yesterday, it happened outside when I was walking dog.Due to this situation, I am not comfortable to wear it anymore with feeling of losing it easily.And then I have contacted my sales, she can't make return at this time, only repair or exchange. Also I have contacted with Tiffany online advisor, she can't make return as well. I have been Tiffany Royal customer for over 10 year, this is the first item I want to return and feel disappointed about. I won't feel secure with this piece even after repair or exchange, so no exchange, no repair, I need a refund.The order Number is *********.

  Customer response

  08/31/2022

  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

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 04, 2022, I made a purchase from Tiffany&CO.Transaction number is ********.The bracelet cost me ******. One week after I received it, it started to change color and looked like a ***** cheap metal.I called the Tiffany & Co. many times, but they either put me on hold or when they answered, they refused to give me a total refund claiming that they have a 30 day return policy only.I m requesting from you to contact the company and have them send me the refund back to my bank account.I refuse store credit and I refuse any repair of the item. I uploaded the present photo of the bracelete and the transaction proof in addition to the bracelet photo on the company s website.Thank you

  Business response

  08/05/2022

  Dear BBB,

  We were able to connect with the client and issued a pre-paid label to send the item back to our ******************* Once received a refund will be issued.
  

  Sincerely,

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

• Initial Complaint

  07/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a necklace and a chain totalling around $800 and when I received the package it was damaged and none of the items I ordered was inside the box. I did receive a jewelry box and some paper bags but that was it. I am looking for a refund as stated under ******** law that the consumer is not responsible for goods not received.

  Business response

  07/25/2022

  Dear BBB,

  We have reached out to the client several times with no response. We finally received a response July 20the that she is out of town and will contact us back once she returns.

  Sincerely,

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

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have already submitted my review to the survey Tiffany & Co. sent me after receiving my order. Here is what happened before that. I dropped off a bracelet I needed to get fixed. I do not live near the city so I prepaid the shipping to my house. I confirmed it multiple times with their staff before I left that it would be shipped as soon as it was fixed. Weeks went by and I never received an email with the shipping information. I sent multiple emails and left voicemails asking why my order was not shipped. Days later, I finally received a word back telling me my bracelet was ready for in-store pickup, which was not what I requested. The voicemail also stated that I still had to pay for shipping, when I already paid for. More voicemails were made and I was told that they never collected the security code when they wrote down my card information. Once I got an email saying it shipped, I tried to track the number that was given me through every package companys website and there was never a record of it. I was finally able to get a hold of the real tracking number, thanks to a store staff member. After finally receiving my package, I was surprised to find that it was not what I had asked for. I had asked for the original charm to be re-engraved. I know for a fact that it is not the original charm and that the old one was cut off and replaced with a new one. Secondly, the font itself was wrong. I tried to select the right one when dropping it off, but I was assured the one selected was the right one, it was not. The design was not what I had asked for. The bracelet I had fixed is incredibly important to me. My father bought it for my mother years ago. Theyve both since passed away and this bracelet is one of the few things I have left. I really want is the original charm back, but thats impossible. At first I did not want any compensation, but I have not heard anything from the company since I sent my review. I have since changed my mind. I want compensation.

  Business response

  07/18/2022

  Dear BBB,

  Store management reviewed the clients photos and connected with the client to explain that the heart charm could not have been switched for two reasons. One, we no longer carry that charm or have it in our store inventory. Two, the new stamping on the *** hearts is completely different than that of her original heart charm. The store credited back the clients repair fees as a courtesy and the client was satisfied with the explanation and offer to credit her repair charge.

  Sincerely,

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

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 26, 2022 I purchased a necklace from Tiffany & ** in ********, ** located in *************. About 3 weeks later I called because I decided I wanted to return it as I originally wanted another color but was pushed by the employee that the Tiffany blue was "much better and expensive" than the pink I wanted. I spoke to an employee which said I would be able to return past the 30 days since I had tested positive for **vid, so once I was better and negative I call again to make sure I would be able to return it and got the yes from the employee as well as the manager. I went into the store on May 23, 2022, and the employee was going to start the return and another worker overheard and stepped in to stop the return saying it was damaged. I had not taken the necklace out no worn it and asked if it could get scuffed from rubbing against each other in the bag, because I had left it in my car to which his response was "Yes that has happened before but I think you wore it and are lying so I do not want to continue with the return". I was furious and said nothing else and while he was roughly repackaging my necklace that he also dropped on the floor, he said "if you need money just sell it on offer up I'm sure someone will give you a hundred for it". I then called customer service the next day and the agent said they have to back the store up and cannot accept the return. Here I am stuck with a necklace I hate and am completely disgusted with how I was treated by such a "respectable" store.

  Business response

  07/20/2022

  Dear BBB,

  A phone call was made to the client on 7/18/22 to propose a resolution.

  Sincerely,

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

  Customer response

  07/20/2022

  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

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The package has showed delivered in 13May, but I don't receive it. In May 13(Sales Order *********), I already asked my front desk whether they have received the package or not, and they said they have not and *** sometimes may show delivered first, and they need up to 5 days to update the package to the system. In May 18, I try to contact the company (Tiffany) to tell I cant find my package. However, they said they can't help in online chat, and I need to phone them to claim that. Then, I give them a phone call, Tiffany tell me they will launch the investigation with the carrier and replies me the result up to 8 business day. And I have not receive any replies from them up to May 26. In May 26, I call them again to do a follow-up. They replied due to unknown reason, they have not launch the investigation in May 18, and that package already received a long time ago and they cant launch the investigation again. Then I try to call ***, they said the claim is only can be launched by the shipper and the claim can be launched after 60days from received the package. After that, I called Tiffany again, and tell them it is impossible that package already received a long time ago and they cant launch the investigation again. They finally promised me AGAIN launch the investigation and send me an email to launch the investigation. In the call, they have mentioned since the package receive long time ago, the claim is fail, I may dispute the transaction with the bank! In the email, they have mentioned " This process can take up to 8 business days and we will contact you with the results once this concludes." Finally, I cant receive any result and they did not reply me again. To conclude, I have contacted them 3 times, they have promised reply or help me to file claim. However, they never follow up me or reply me. They even can;t provide me any proof of delivery or any signature from that package.

  Business response

  07/13/2022

  Dear BBB,

  Please accept our apology for the late response. The client disputed the charge; however, on June 23rd the dispute was won in Tiffany's favor. 

  Sincerely,

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

  Customer response

  07/13/2022

  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: Tiffany is an irresponsible company. It showed delivered but I have not received any package. That makes me feel that they don't care about this case. How Tiffany's can treat their customers like this?

  
  1. They never contact me as they promised to reply me later.

  2. When I tell them I lost the package, they just ignore me and do not start the claim for me. After a week, I call again, they say it is too late to start a claim!

  3.They suggest me to dispute with the bank. 

  4.I have not received their package!!!!!

  [Your Answer Here]

   

   

   

   

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

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

  Business response

  07/18/2022

  Dear BBB,

  It appears that the client appealed the decision and the dispute was overturned and won in her favor as of July 18th. The client received a full credit in the amount of $501.13.

  Sincerely,

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

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2021 I gave my daughter the oval shaped ***** numeral Tiffany watch I received from my parents for my high school graduation in ****. Soon after returning to her home in Brooklyn, the watch strap broke and she noticed the watch was keeping time intermittently. On January 24 she went to the ****** Street Tiffany store and left the watch requesting a new strap and battery.On February 28, she received a reply from Tiffanys: We sincerely apologize for the delay. Your order total comes to $163.31 (Service Charge: $150, Sales Tax: $13.31). The estimate provides for the cost to replace the battery and clean and polish the case. Unfortunately, a lizard strap is no longer available. On March 1 my daughter chose a custom strap which she was advised would take ***** weeks. She chose the $600 strap and paid $75 to rush the order for 4-6 weeks. Expected completion date was April 1, 2022.On April 28, she received an email that the watch was ready. Later that night she noticed the watch was at the exact same time as when we picked it up three hours earlier.I dropped off the watch again on ****** said they would expedite getting a new battery installed within a week as they had not during the first round as requested. On May 23, almost a month later I received a service estimate of $1,228.11 to fix the watch!! I would NEVER have spent $700 on a custom watch strap had I been informed at the start of this communication that the watch needed $1,228 worth of service. Moreover the second estimate is including elements that they supposedly did he first time around (polishing scratched case) and why would a brand new watch strap buckle need cleaned and polished? I would have liked my daughter be able to wear my old watch and develop a positive experience with Tiffany but I am extremely disappointed in the service we received. I can understand some delay in a custom strap but not repeated incompetent service that resulted the situation I am now in - still a broken watch.

  Business response

  07/13/2022

  Dear BBB,

  We apologize for the late response. A voicemail was left for the client to call back to address her concerns and resolve the matter.

  Sincerely,

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

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I hope that you are receiving this well. This is to inform you that on 2-12-22, at the **************, ******, ** store- **********, after purchasing an in-store offering, I then, preceded to visit the ****************************** Order#: ****** I requested that a silver charm be re-placed on the bracelet, as it had been placed onto the bracelet, by Tiffany & Co., in years past. The Service Rep. then requested that the item be saudered on the bracelet. (See Service Request, "****** Toggle Charm to indicated ****)."Item Description: SS RTT HEART CHARM TOGGLE The item, as well as my bracelet, were shipped to the ********, **, Service Center.After not receiving update(s), regarding the status of the service, I followed-up to the ************** store,with a call. ****, a Sales Rep., at the ******* store assured me that he would contact the repair center, and responded that yes, the item will be returned, if the repair center would not be able to ****** it. Additionally, I requested that the bracelet be expedited to my home address.Approximately two months later, 4-8-22, my bracelet was cleaned and shipped to my residence; however, item description: SS RTT HEART CHARM TOGGLE, was not returned, and no statement(s) given, as to why my property, was not returned. Although these may be different repair personal, the item was given to me, years prior to this service request, as such, this is my property, and I am requesting a return or replacement of a charm of my choice. In advance, thank you.

  Business response

  05/03/2022

  Dear BBB,

  The client's charm was recovered and shipped to directly to her home. She received it on April 20th; therefore, this is considered resolved.

  Sincerely,

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

  Customer response

  05/06/2022

  Better Business Bureau:
  
  I have reviewed the response, made by the business, in reference to complaint ID: ********. 

  At this time, I consider this resolved. 
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/10/2022 I received my T&Co order #********* and it didnt fit so as soon as I got off my flight in ******* I went to the *** store to send it for return. The return was received by T&Co on 3/16/2022 at 7:50pm. Whoever signed it just put "TIFFANY" I reached out to T&Co on multiple occasions and was told it was received at the warehouse, that it got to the right place, and that I would be refunded in 1 or 2 days. Then it turned into "we are trying to find your return and will contact you inca day or two" this went on for another week and a half. They said the issue was that *** delivered it after hours so they dont know where it went or who signed for it. I dont see how that is my problem? Over the phone, a client advisor named Rich told me he had no doubt that I would be refunded and that somewhere along the line someone at *** or Tiffany dropped the ball. I asked him to email what he just said to me so I have it documented. He then emailed me but left out the part about him having no doubt I would be refunded. The next day I got another call from **** saying after internally investigating theyve decided it would be my best course of action to file a dispute with my bank. The customer service I have received from T&Co is appalling and they are treating me as if this is my fault. I think eithery *** messed up or T&Co messed up and one or both of them needs to be held accountable for this.

  Business response

  04/19/2022

  Dear BBB,

  The client was contacted and advised that we would not be able to issue a refund or replacement based on our internal and carrier investigation. The client was informed of the reason behind this and our decision to stand behind our policy. The client can dispute this with their financial institution if they would like to pursue that avenue.

  Sincerely,

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

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased three beaded heart bracelets on 03/22/22 with which I planned to give two away and kept one for myself. However, it has been less than a month and there is a noticeable scratch on my heard. I believe this was made faulty or was very low quality. Even my cheap jewlery doesnt damage this quickly or easily. I went in to see if they could repair it and they quoted me 60$.. Seriously ??? They were my fave company and ive always loved their jewlery but have this experience I no longer will purchase from here. I will be returning my other two bracelets as it would be embarrassing to give away a gift of such low quality!!!! Was so excited to give my sister her first Tiffany and Co jewlery because her name is also Tiffany !!! So disappointed, low quality for a brand name like this.

  Business response

  04/18/2022

  Dear BBB,

  The store team connected with the client this past weekend and the client will be taking the bracelet into the store next week for an exchange.

  Sincerely,

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

  Customer response

  04/19/2022

  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,
  
  *** ***********
  
  
  
   
  
  

*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. ↩