Swarovski Crystal

Dear Ms***,
Thank you for your inquiry regarding your recent repairPlease note that Swarovski offers a 2-yr warranty as stated on our websiteBased on the inspection results conducted by our repair team it was determined that your items are from a retired product line and therefore no
longer eligible for coverage under our warrantyOur goal at Swarovski is to try and repair each piece, however the inspectors concluded your piece couldn't be repaired and would have to be returned as isIf your products were in fact purchased within the last years and you can provide us with proof of purchase we'd be happy to consider other options in settling your concerns

Review: I ordered a necklace and earring set on 12/11/13 from Swarovski Crystal On-Line, the cost of this purchase is $135.00. The company stated within the ordering agreement that the necklace and earring set would be delivered between 7-10 days from 12/11/13. As of today 1/14/14 I have not received my merchandise. I have made contact with this company both via e-mails and 3 phone calls after twenty minutes on hold. I had spoken with representative named Michele that guaranteed a re-order of my original order. This company has not sent my merchandise but has my money. I believe that this is fraud on their part and I want to know what I can do legally. I spoke with my credit card company and of course there is no way for me to receive any type of refund unless it is issued by the company. How can I make a official complaint? I am to tired dealing with this company, please help me. Thank you for your time in advance, [redacted]Desired Settlement: I would like to get my merchandise, however this was to be a Christmas gift and I have an additional purchase. I would like to receive some type of refund for my time and effort.

Review: I was told that if they could not repair the bracelet they will give me a store credit. Now they are saying they will not give the store credit nor honor the crystal replacement on $550.00 bracelet purchased.Desired Settlement: I desire a store credit since I was told they cannot repair it .

Business

Response:

Dear Ms. [redacted],

Thank you for your inquiry regarding your recent repair. Please note that Swarovski offers a 2-yr warranty as stated on our website. Based on the inspection results conducted by our repair team it was determined that your items are from a retired product line and therefore no longer eligible for coverage under our warranty. Our goal at Swarovski is to try and repair each piece, however the inspectors concluded your piece couldn't be repaired and would have to be returned as is. If your products were in fact purchased within the last 2 years and you can provide us with proof of purchase we'd be happy to consider other options in settling your concerns.