Tiffany &

Dear [redacted],
 
My apologies for the delayed response.  It has taken some time to get this resolved as it did involve other areas of the company.  The good news is that the customer has been taken care of. 
 
A merchandise credit is being issued to the customer for...

the cost of the two pendants in question.  She will then be able to purchase another piece of merchandise to her liking.
 
I appreciate your patience and your follow up regarding this issue.  If you require anything additional please feel free to let me know.
 
Sincerely,
 
[redacted]

To whom it may concern:This issue was reviewed by our management team in the Credit Department.  After investigating and discussing the issue with [redacted], a gift card in the amount of $50 was mailed to her as a resolution to this issue.If any additional information if required...

please feel free to contact me directly.Sincerly,[redacted] [redacted]

Dear [redacted]:In this particular case there was an issue with the delivery involving [redacted] as the carrier.  Unfortunately, in a situation like this, we have to initiate an investigation with [redacted] security which usually takes approximately 10 business days.  This was the cause of the...

delay in resolving this issue immediately.  The customer has since been contacted and a replacement bracelet was provided and shipped overnight to her which she was very much appreciated.  The issue has been completely resolved at this point.Sincerly,[redacted]Tiffany & Co.

Review: To Whom It May Concern:

On November **, 2014 I purchased a pair of the Tiffany & Co. Atlas Collection cufflinks from [redacted] in [redacted]. In small talk with the sales employee, she assured me that [redacted] is an authorized dealer of Tiffany & Co. products, among many other brands. This was pleasing to me, as I am familiar with the impeccable customer service and product guarantee behind the Tiffany & Co. name.

On December **, 2014 I discovered that the end of one of the cuff links became separated from the rest of piece. I was terrified for a moment because I thought I had misplaced the damaged end, luckily all pieces were found in my car. I became less concerned because I knew I could take the item to my local Tiffany & Co. store at the Mall at [redacted] in [redacted].

On January **, 2015 I took the cuff links and a silver bracelet to [redacted] for repair and cleaning, respectively. The bracelet was no issue. At first, the customer service employee, [redacted], looked at the broken cuff link and said the item is titanium and cannot be repaired. He said not to worry though, he would simply exchange the item from store inventory and I would be on my way. He had my name from the bracelet repair request and started searching the computer for a sales receipt. I offered him my receipt so he wouldn’t have to search. When he saw the words “[redacted]” his entire demeanor changed. His semi-friendly tone changed to a very quick and abrasive one. He told me that my item “might” be eligible for half-pair replacement, at my expense. He explained this procedure is available for persons whom misplace half of a pair, such as cuff links or earrings. I was unclear, as I did not lose anything; everything was right in front of us, me and [redacted].

He explained that my item does not qualify for warranty service, because I purchased it internationally. I was again puzzled why Tiffany and Co. would not warranty a genuine product from an authorized retailer. [redacted] didn’t seem to care. For the first time, ever, I felt unwelcomed within a Tiffany & Co. store. I left the item with him, he said he would “see what he can do” but assured me it would be nothing. I asked if I he thought I should contact [redacted] in [redacted]. He told me it isn’t practical to call the [redacted]. I left the store, beyond fuming.

I reviewed my sales receipt as well as the website for [redacted], both of which point to the original manufacturer for warranty assistance. Their policies are quite clear, unlike that of Tiffany & Co. I sent an email to Tiffany Customer Service that same day, asking for some type of explanation. I indicated my concern that [redacted] places responsibility with Tiffany & Co. and Tiffany & Co. places responsibility with [redacted]. I explained I was awestruck that Tiffany & Co. was essentially refusing to warranty a product.

The next day, I received a call from a nice woman named [redacted], at [redacted] indicated Tiffany & Co. forwarded my complaint to her for further assistance. [redacted] indicated [redacted] is unable to warranty the item, as her company cannot replace/repair an item they did not create. That made sense to me, and was consistent with [redacted]’s website. She indicated Tiffany & Co. has changed some of their warranty procedures, but I should still be okay because the item is less than one (1) year old. She offered to send me the information to mail the product myself to the Tiffany & Co. main office in New York. She also indicated she would be willing to advocate for me once the item made it to New York, in the event that Tiffany & Co. will not accept the item for warranty.

A few days later, I picked up my bracelet from [redacted], no issues with the bracelet. I was informed that there was still no information about my cuff links.

On January [redacted], 2015 I received a call from [redacted] at [redacted] explained there was nothing Tiffany & Co. could do to replace the piece, and reminded me the item is not covered under warranty because it was purchased internationally. [redacted] again suggested I simply purchase a new piece.

January [redacted], 2015 I went to [redacted], for the third time. I waited about ten (10) minutes before someone was ready to help me (side-bar, everyone at Tiffany & Co. always seems to be offered bottled water when they wait for more than a moment, I never was). Eventually, a nice woman took my ID in to the back to retrieve my piece, she came back twice to ask if the repair was under my name or not.

Eventually another gentleman, I’m assuming a [redacted], came out with my ID and asked if the repair was under my name or not. He spent about thirty (30) minutes looking for my item; I’m beginning to think it was lost. Eventually, this new gentleman returned with my cuff links. We spoke briefly about the situation and he at least seemed empathetic, something that [redacted] was incapable of demonstrating.

So here’s my problem:

• I spent $500.00 on a set of genuine Tiffany & Co. cuff links at an authorized retailer in the United States owned [redacted].

• Tiffany & Co. states they will not cover the item because it falls under the international warranty policy.

• I cannot find an international warranty policy anywhere.

• The term international means two (2) or more countries need to be involved. [redacted] is completely owned by the United States Government.

• Any reason why a manufacturer would not warranty a product, regardless of policy, is absurd.

My desired outcome is to have my damaged cuff link replaced at no expense. The piece was 38 days old from time of purchase. I am embarrassed on behalf of Tiffany & Co. that they will not honor their product.

In my experience, I take responsibility for the products my company produces/ sells. Whether purchased directly or through a third-party of sorts. That’s what the true spirit of service is.

Isn’t Tiffany & Co. known for superior service? I thought always thought so; please prove that I was correct for so many years. I’d hate to see this incident tarnish my view of Tiffany & Co.

Regards,

[redacted]Desired Settlement: I would like my Tiffany & Co. Atlas Collection cuff links replaced/exchanged at no expense.

Business

Response:

To whom it may concern:We have reviewed [redacted]'s comments and a member of management has contacted him to discuss his concerns. Arrangements have been made to have the cufflinks submitted to the Tiffany Service Center for review and we anticipate an amicable resolution to follow shortly thereafter.Sincerely,[redacted]Asst. [redacted], Customer RelationsTiffany & Co.

Review: To whom it may concern.

Last Christmas I purchased a

Tiffany Twist

Knot Earrings

Earrings in sterling silver, for pierced ears, and

Tiffany Twist

Knot Pendant

Pendant in sterling silver. On a 16" chain.

Since I work in New Jersey I have purchased the items above at Tiffany & Co.



Address: [redacted]

Phone:###-###-####

The items above were a Christmas gift to my wife. On Christmas night, my wife already notice a difference in color in one of the pieces, the earring. She used the set 1 or 2 times, and the earrings got very dark in color. I went back to the store at [redacted], and asked for a replacement. They replaced the earring because it was less ten 30 days. They also asked me to buy a liquid to clean the set. Later on I realized that they sold me a liquid to clean gold and not silver. My wife never used it. It comes in a very nice blue box, but the gentlemen at the store, as I understand has no idea what he is selling. Poor training.

After several months after my wife kept the set in the blue pocket that comes in the box. Recently, when she decided to use them the set was dark. She and I were very frustrated with he fact the silver material from Tiffany are not reliable as it used to be. My wife has silver items from Tiffany, [redacted], etc and this never happened before.

I send an e-mail to Tiffany & Co. on 8/**/2015 complaining about the problem that I have been having with their product, but I only received an automatic return message, and nothing else.

My question is: are they selling bad quality silver, now. I have never heard before a problem with Tiffany's products. However, if you Google there you will find, for my surprise, a lot of complains.Desired Settlement: I would appreciate immensely if Tiffany & Co. could refund me. I cannot ask the store for a refund because the date of the purchase is more then 30 days. My wife and I are not happy with the Tiffany Twist

Knot Earrings

Earrings in sterling silver, for pierced ears, and

Tiffany Twist

Knot Pendant

Pendant in sterling silver. On a 16" chain.

I would never purchase sterling silver from Tiffany & Co again. I have noticed that the quality is not it as it used to be.

I will be more them glad to send the set to Tiffany & Co if I receive a refund. My wife does not want an silver items that needs to be cleaned every day after used. I'll purchase from [redacted] now, the silver from them definitely does not get dark.

I am willing to send the items pictures.

I would appreciate your assistance on this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I ordered from Tiffany on Feb. [redacted]- they offered free shipping with delivery by Valentine's day- yet as of 2/** no delivery, so I pulled up my orders and they are "open"- I contacted them, and they refused to respond, asking me to call them. I do not have access to a phone, but the problem remains- they are refusing to complete my order as promised and even after being late they are still not shipping.Desired Settlement: Orders [redacted] and [redacted] need to be shipped as ordered.

Business

Response:

Dear [redacted],We have reviewed all of [redacted]'s orders and would first like to apologize that they did not meet the requested delivery date of February [redacted]. However, earlier this week an email was sent to [redacted] providing the UPS tracking information and confirmation of delivery as of February 19th for all of the orders in question. We again offer our sincere apologies for missing the requested date but this should provide closure to the situation. Thank you,Tim G[redacted]Tiffany & Co.

Review: Husband purchased a necklace for my birthday. It arrived no problem, he also had it engraved. However, when it was delivered, it turns out he had ordered the wrong size chain in error. He ordered a 16in chain instead of a 18in chain. I contacted Tiffany&co in the UK on the day it arrived to ask them if they would kindly exchange the chain for me as a gesture of good will as I knew the engraved pendant could not be returned, I had no problem in covering postage costs. They refused point blank and said I could either buy a new chain (costing £40) or have it lengthened (costing £33 for first inch and £3 for every other inch). Not good enough. When you buy a necklace for £120 you expect better customer service. They aren't prepared to exchange the chain, however, they are prepared to take more money off us. Absolutely disgusting service from such a high profiled company.Desired Settlement: I wish to have the 16in chain exchanged for the 18in chain and for them to pay the delivery.

Business

Response:

Dear [redacted],The customer recieved the exchange she requested so this case has been resolved.Thank you,Tim G[redacted]Tiffany & Co.

Review: I received a pair of white cold cuff links for last Christmas. I don't know the price, but judging from the prices of similar cuff links I am guessing it cost $2000 or more. I wore them twice. When I was trying to wear them a third time, I noticed one of the swivel fastners was broken. Actually, the glue that was holding the white gold fastner elements had separated so the fastner was broken. Even cuff links made in rual China are superior quality. I have dozens of cuff links, cheap and expensive, and NOT A SINGLE ONE HAD EVER BROKEN even among $20 cheapos.

I went to Tiffany's in [redacted], and presented the product. That store customer service people said they would let me know in a couple weeks. Two weeks later, I received a quote for a "repair job" for which I would have to pay $128.40 for them to repair their defective product.

I sent an email to the store email address [redacted] and requested the cuff links be returned by mail as I was out of town for awhile. For over two months, my repeated emails were totally disregarded. I emailed the main Tiffany's email customer relations place and complained. It was only then, almost 10 weeks later, the broken cuff links were returned.

It seems I dealt with faceless bureaucrats and a business that sells expensive products as "high quality" when in fact it is junk. Tiffany's has a right to sell junk and then not stand by it. I have a right to share this fact.Desired Settlement: Tiffany's should exchange the product and have the supplier address the defect.

Consumer

Response:

Tiffany's should exchange the product and have the supplier address the defect.

Business

Response:

To whom it may concern:We have reached out to the customer to discuss his concerns and have subsequently arranged to have the cufflinks repaired. [redacted] is very pleased with this resolution and we consider this issue resolved.Sincerely,Tim G[redacted]Tiffany & Co.

Review: I took my wallet into the store more than six months ago to repair a seam that was coming undone. The first time I received my wallet back, they repaired the seam but did not clean it. I sent it back in. The second time it arrived in a dirty bag, it was deformed and the logo was rubbed off. So, I sent it back in again. This time, I received the wallet and the clasp is fixed but they actually not only returned it in the same dirty bag they sent it back in last time but, it is still deformed, the inside logo is completely rubbed off and now, the teal color is rubbed off in some ares so the wallet is actually white in these places. At this point after three failed service repairs, I asked if they would just replace the wallet since they keep returning it from the repairs department is worse shape than when I sent it in. Now, customer service will not return my emails. I'm really upset and disappointed. I didn't expect this from Tiffany&Co.Desired Settlement: At this point all I want is for them to replace my wallet. I can't trust that they can repair it considering the keep making it worse every time I send it in.

Business

Response:

To whom it may concern:I want to offer my apologies for the delayed response. However, in regard to the complaint from [redacted], we have worked with her to rectify this situation. Tiffany & Co. is replacing the wallet for her due to the multiple attempts and unsuccessful repairs. [redacted] was very pleased with this resolution.If you should require anything additional please let me know.Sincerely,[redacted]

Review: On January **, 2013 my wife and I visited the Tiffany & Co. retail store in Dallas, TX to purchase an upgrade to her existing engagement ring. After discussing various options with the sales associate we decided on a 1.5 caret diamond set in a platinum ring. The total cost was $20,700.00 not including local taxes. Since then unfortunately we have forgotten the name of the sales associate that assisted us with the purchase.

Before purchasing the ring the sales person informed us multiple times of Tiffany’s excellent full lifetime warranty. This in conjunction with what we perceived to be at the time excellent customer service led to our decision to pay drastically more for the Tiffany’s ring then we would have had to pay elsewhere for an equivalent ring.

Earlier this year while entertaining some friends by our pool my wife noticed the diamond had completely fallen out of the ring. Luckily after hours of tears and searching she found the diamond on the sidewalk in our backyard. She immediately called me to report the good news, I instructed her to contact Tiffany and Co. to initiate a warranty claim. When she called customer service to report the damage she was given instruction regarding shipping and informed it would take a couple of weeks to work it in. She shipped the ring and we patiently waited…

Approximately three weeks later we received an estimate for $629.49 for repairs to the ring. We were informed that although there positively were no manufacturing flaws in the prongs that secure the diamond they would need to be removed and replaced as they were too weak to be trusted to hold the stone. It made no sense to me that a ring that was supposedly manufactured correctly could no longer perform its intended purpose of holding a diamond after just over two years of wear. It’s worthy to note although my wife wears the ring often she is a teacher and therefore performs limited activates with her hands. When she is doing anything like gardening or gym activities she removes the ring religiously.

In any case, regardless of what the reason is that the ring is no longer capable of holding a diamond we were completely under the assumption that it would be covered under the full lifetime warranty that Tiffany’s sales personnel boast so much about.

Upon receipt of that estimate I immediately called customer service and spoke with a representative. I voiced my surprise and explained that there must have been some kind of mistake. She assured me there was no mistake and said she was sorry for my being confused and explained the full lifetime warranty was in regards to certification of the diamond and that no repairs for damage or manufacturer’s defects were warranted after one year.

I have since located and thoroughly read that warranty and as she explained it merely stipulates that Tiffany will not deceive the purchaser regarding the quality of their stones and if some reason that it turns out to be the case then Tiffany will take the measures outlined within the warranty to correct their mistake.

Clearly I was intentionally mislead in an effort to sway my decision making on the purchase. Why is such an instrument necessary if not to mislead would-be customers? The majority of the population understands the obligation to deliver a product as promised is a legal issue not a warranty matter.

At the conclusion of the conversation with the Tiffany’s agent I requested that the ring be returned to me immediately in its unrepaired state which was immediately done. As outlined in Tiffany’s full lifetime warranty I am not allowed to take the ring to another jeweler for repair so for the last three months my wife has owned a very expensive unwearable two year old ring.

After their refusal to repair the ring under warranty I emailed Tiffany & Co. to request a refund of the purchase price in exchange for the ring as the decision to purchase was made solely on deception and intentionally misleading statements. They will not respond to my email.Desired Settlement: I would greatly prefer a refund to a repair as a repair may take another two months to facilitate. Additionally Tiffany's has already stated this is the type of performance is normal and should be expected of their workmanship in which case means this will happen every two years.

Business

Response:

Dear [redacted],The Director of our Dallas store has reached out to [redacted] to discuss his conerns and they have come to a satisfactory resolution that [redacted] was pleased with. If you require anything additional please feel free to contact me.Sincerely,Tim G[redacted]Tiffany & Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution satisfactory conditioned on Tiffany's fulfillment of the promise to repair the ring without cost to me. I have no reason to believe that this will not be the case and after delivery of said promise I shall consider the matter resolved. Additionally, for what its worth the young lady that contacted me regarding this matter was very helpful and a pleasure to speak with.

Sincerely,

Review: I purchased a $50 Tiffany gift card several years ago and then when I moved the gift card was lost. I do have my original packing/receipt that came with the Tiffany mail order package that contained that gift card. Tiffany has a policy of replacing any lost/stolen gift cards. I went to the [redacted]. Tiffany store on June **, 2013 to get my watched repaired and at this time also asked if my lost gift card could be replaced. I was given a new $50 gift card by a Tiffany employee on that day after they checked my paperwork from the original sale of the gift card. Then on Dec. **, 2014, I returned to the same [redacted]. Tiffany store and attempted to use this $50 gift card when I purchased a gold bracelet. The Tiffany employee said the gift card had a $0 balance on it. I had not used this gift card at any time. I called customer service and I was told the $50 was used in 2011, but they would not tell me who used it but said it was someone other than myself. In 2013, Tiffany said they gave me a $50 gift card but it turns out that it was a blank/zero gift card and I just found out about this and could not believe it!Desired Settlement: Please send me a check to replace my $50 gift card. This was a horrible experience.

Business

Response:

To whom it may concern:This issue was reviewed by our management team in the Credit Department. After investigating and discussing the issue with [redacted], a gift card in the amount of $50 was mailed to her as a resolution to this issue.If any additional information if required please feel free to contact me directly.Sincerly,[redacted]

Consumer

Response:

THANK YOU FOR YOUR HELP, Revdex.com!

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purchased a cross necklace for my daughter it did not fit her because the chain was too small brought it back to Tiffany and they refused to exchange the only option they offered was to charge me 75.60 to add length to the chain this is discrimination based on my daughters size all other products come in different sizes why am I being forced to pay 75.60 more to add length to the chain so she can actually wear the necklace? I am so disappointed in Tiffany and co originally filed a complaint with the store directly purchased from which is fashion valley in [redacted] and somehow it got forwarded to a jerk named hasan who is apparently the utc store manager and he replied back to the complaint saying I do not work at fashion valley I work at utc, so basically it is not his problem!!!! When I disputed his rely he called me apologizing saying I was not suppose to see his reply that was only for the Revdex.com to see, like that makes it better. He had a nasty attitude and was rude and did not even attempt to assist me. I am not asking for anything more than a store credit to be mailed to me in the amount of $75.60 for being forced to pay for the necklace to fit my daughter. It only came in one size and I do not see how you force a customer to pay more money for something to fit in the first place. I am disgusted at these business practices and at the customer service or lack there of received by your UTC manager Hasan.Desired Settlement: Store credit in the amount of 75.60 that I paid to have the necklace fit Store [redacted] reg [redacted]. Trans [redacted] Rsp [redacted] service order [redacted] total 75.60

Business

Response:

Dear [redacted],The Sales Manager at the store has reached out to [redacted] and provided a satisfactory resolution to her concerns. SincerelyTim G[redacted]Tiffany & Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Not true I had a bracelet repaired there which they took out links and put the bracelet on my wrist it was no repaired properly and broke off somewhere in pieces, it is a tiffanys hammered cross the store has done nothing to replace the bracelet this is not acceptable igore is not assisting me properly! The bracelet needs to be replaced since it was not fixed properly this is not acceptable! He is refusing to help me because of the Revdex.com complaint which is why I escalated to the corporate level!

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

Sincerely,

Business

Response:

Dear [redacted],We have been in touch with [redacted] and reviewed her concerns. As a result, we have offered her the final courtesy of replacing the bracelet for her. It will be adjusted to the required length before sending it to her. [redacted] seemed satisfied with this resolution; therefore, we consider this issue resolved.Sincerely,Tim G[redacted]Assistant Manager Customer RelationsTiffany & Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The product that I purchased 3 years ago is now discolored.... Not tarnished. The product has never been used and has remained in the box except for polishing. I sent the product in for repair thinking it would be a warranty issue giving the circumstances. I received an email stating that repairs plus shipping would be $49. I spoke with a [redacted] over the phone who thought this should be a warranty issue. The representative connected me to a [redacted]. This manager was rude and of no help. She stated that my order had been cancelled and they could not help me unless I paid the $49.Desired Settlement: Repair my item at no cost

Business

Response:

To whom it may concern:

I reviewed [redacted]' order and it was confirmed that the discoloration she described is actually tarnish which is a normal occurence with sterling silver. As such, it is not considered a warranty issue but rather a maintenance type of servicing that will be required from time to time.

I apologized for the negative interaction she had with a Tiffany & Co. representative previously regarding the charges. I reviewed care and maintenance procedures with her to help avoid this in the future and offered to clean and polish her merechandise at no charge as a courtesy. She appreciated all of the information and the offer for polishing. [redacted] will be sending the merchandise back to my attention for the servicing.

Sincerely,

[redacted].

Review: Order date:02/**/2015Order number:[redacted]Item:[redacted] Star of David pendant in sterling silver, 18 mPrice:$250Payment method: [redacted]Website:tiffany.comShipping method: [redacted]I ordered a [[redacted] Star of David pendant in sterling silver, 18 m] on tiffany.com on 02/**/2015.I still get nothing until now. After it had been shipped. I checked the shipment information on [redacted] OFFICIAL WEBSITE everyday and one day founding that the status showed DELIVERED and been signed by [redacted]. I dont know who is [redacted]. It was not my name.What I filled out on shipping address is [redacted].Therefor I had asked the people living around me.But nobody said they have signed it mistakenly.Then I contacted the customers service. But the representative told me they would investigate on that.But now it has been 2 months. I still havent received my stuff and any results of investigation.Why I have to be responsible for the loss package?I never signed this package.I contacted the representative about the case in the first time when I found the package was signed by a wrong person.the carrier should check the identity of signer.tiffany.com should be responsibleDesired Settlement: I want to get my total refund back.Its not my fault.The name of signer was different from what I filled out on shipping address.And I let the representative know in the first time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a pair of Sterling Silver (Blue) Lapis Starfish shaped earrings for my wife as a present for $1000.00.

One earring fell to the floor, breaking off a piece of the starfish earring.

Lapis is a soft stone ,number 5 on the MOHS hardness scale. A finger nail on the MOHS scale is harder at number 6.5.

Tiffany will not replace there defective merchandise. This is not how earrings should be made to break apart in pieces.

Tiffany wants me to pay a $500.00 repair charge with sales tax, $43.13 for a total of $543.13.Desired Settlement: I would like a NEW Sterling Silver lapis starfish earring to replace the broken earring at NO charge.

Business

Response:

In reviewing the original repair request on these earrings and determining that they were purchased four years ago, we would charge for the work requested to replace the piece. An estimate was sent to the customer to match the gemstone and replace the broken earring. Please let me know if you would like any additional information or if I can be of further assistance. Best regards,Jennifer

Review: My husband bought me a Tiffany NOVO engagement ring on June [redacted], 2010. In the afternoon of May [redacted], 2015, I noticed that the diamond on my ring disappeared but I did not know when during the day and where it fell off. I clearly remembered that the diamond was on the ring the previous day and my hand did not hit anything during the day the diamond fell off. I am an economic researcher working in an office setting. I do not do any work that requires such physical involvement as lifting, moving or cleaning. Besides, I have been very careful with this ring since the proposal. The ring was cleaned in the I[redacted] Tiffany store around two weeks before May [redacted], 2015 when I shopped there. So I think that either there is a quality issue with this Tiffany ring or something went wrong with the recent cleaning. Therefore, I took this ring to the [redacted], where this ring was purchased and sought for resolution from Tiffany.

After listening to my description about the situation and visual checking on the ring, the manager of the store told me that the NOVO square cushion cut diamond is more likely to fall off than other cuts. My husband and I were really surprised to hear that because when he purchased the ring, the sales representative never told him about this. In fact, he might not buy that cut if he knew that information at the time of purchase. Also, she said I should have this ring maintained and checked every half year. But again, none of us was told about this, neither at the time of purchase nor during our subsequent visits to Tiffany for additional purchase over the past five years. Even when my ring was cleaned at Tiffany's Indianapolis store two weeks before the incident, the store representative who cleaned my ring did not say anything during or after cleaning regarding regular maintenance. Noticing that I was wearing a Tiffany full circle wedding band, she further added that she would personally not recommend full circle wedding bands, because the diamond on full circle wedding bands is more likely to fall off than half circle wedding bands. While I understand that her words might come from her bona fides, I began to seriously question the practices of Tiffany’s sales representatives because again I was not informed about this at the time of purchase.

During the conversation, the manager kept telling me that I need to be more careful in the future. However, I have been already very careful with my ring. I always take my ring off when I need to wash hands, take a shower, wash dishes, clean the house, etc. If my hand hits something, my natural response is to take a look at the ring. But according to the manager, this is still not enough. Tiffany’s diamond can fall off the ring in more occasions than most customers can think of. Even common hand movement and actions like pulling door handle can cause impact on the ring and cause diamond to fall off. My husband and I were literally shocked by what we heard, because Tiffany never told us about this and we never knew that Tiffany’s rings can be so vulnerable. Perhaps what she said is “common sense” to people in the jewelry industry. But this is definitely NOT “common sense” to people outside the jewelry industry. And Tiffany cannot assume that customers have such “common sense” at the time of purchase. Additionally, since Tiffany knows well about the quality of its products and possible occasions that may cause diamond to fall off, Tiffany is supposed to produce more robust quality products or at least communicate fully and effectively with customers about all this information upon purchase. However, Tiffany withholds a lot of information about its product from customers at the time of purchase. Then later if the diamond does fall off, Tiffany blames the customers to be not careful enough with the ring. Is that acceptable and responsible business practice?

At the end of the conversation, the manager told me that she would send the diamond to New York for further examination and would let me know the progress two weeks later. The response I got from her two weeks later was that the ring had some impact which caused the diamond to fall. One week thereafter, she told me that she had found a diamond for replacement, which cost $3100. Tiffany would cover half of the cost and I had to pay the other half. But my husband and I lost our trust in Tiffany because we worried that the diamond might fall again. Therefore, we refused to take the offer and asked for a refund. I do not want to spend more money on something I no longer trust. After that, we talked several times but were not able to reach agreement. The manager then told me to wait for a call from her boss. After several days, I received a call from her boss, who insisted that the offer proposed to me was the best Tiffany can offer and he thought the offer was “pretty generous”. If I am not satisfied, still that is the best he can offer. Take it or not. When I mentioned that I would not spend more money on the ring to replace the diamond, he just said Tiffany could send the ring from New York back to Chicago and I can pick up the ring without diamond from there by myself. I was really angry about his response and attitude, because he did not even try to understand the customer’s feeling and frustration after so many rounds of unfruitful conversation. What behind his words was not respect to customers but impatience. Given his attitude, I said I would consider file a formal claim and complaint to Tiffany. He replied that was my right and then closed the conversation.

My husband and I chose Tiffany because we trust its commitment to quality and service. Since our first product with Tiffany (the engagement ring), we have made additional purchases and have recommended Tiffany to family members and a lot of friends, who later also became Tiffany’s customers. But now, we are very disappointed about Tiffany, both its products and its service.

Tiffany is self-claimed a leader in the jewelry industry and feels proud of its employees in that they share Tiffany’s collective values of respect, inclusiveness, excellence and responsibility. However, based on how Tiffany handled my case, Tiffany clearly

---Failed to disclose full information to customers about the ring at the time of purchase, especially the downside the cut and the ring,

---Failed to provide valid and effective customer education at the time of purchase about proper ring maintenance practices, as well as factors and situations that may cause diamond to fall off,

---Failed to provide regular (or even irregular) follow-up with customers about ring maintenance,

---Failed to rule out the possibility that the ring cleaning process may cause diamond to fall off,

---Failed to provide a timely and satisfactory resolution to customer claims,

---Failed to show enough patience, respect and understanding to customers during communications, and

---Failed to take necessary and effective measures to retain customer and restore trust.

By the time the incident happened, my ring had lasted less than five years. Does anyone want to buy an engagement ring if it only lasts five years? And even if it is replaced with a new diamond, it may still fall off some day and more importantly, the ring is no longer the original one.

To Tiffany, my engagement ring is one of the millions of rings it sells every year. But to me, it represents the once in a life time precious moment I had. Since my husband proposed to me with the ring, I have been very careful with it, not only because of the economic value of the ring, but also because of my emotional attachment to it. My husband bought this engagement ring when he was a graduate student. Compared with his income at that time, this ring was very expensive. But he still made the purchase as a way to show his serious commitment to me and to our marriage. Since then, the ring has “witnessed” a number of important moments of us and has become part of our memory and life.

It is ring holder’s memory and emotional attachment that make a ring a ring. Otherwise, it is merely a piece of metal with a small stone embedded. If Tiffany does not understand this and respect this, Tiffany is truly NOT an industry leader but a company that loses itself in the money chasing world.

Given all the above, I write down this letter as my formal complaint to Tiffany.Desired Settlement: Full refund of the ring. Not replacement.

Business

Response:

Dear [redacted],The customer’s concerns have been reviewed with the Management team handling this issue. They have spoken with [redacted] on multiple occasions over the past few weeks in an effort to resolve this but the generous offer made by Tiffany & Co. was declined.As [redacted] noted, her ring, which is five years old, was inspected and cleaned at the store approximately two weeks prior to the incident. During this inspection, there was no issue with the security of the stone. The damage the ring has sustained is the result of some sort of impact and there is no warranty that covers this type of unfortunate loss.Typically this would develop into an insurance claim but this is not an option in this particular case. In [redacted] of this, as a courtesy, the Director has made a generous offer to assist with the replacement which is not something that would normally be offered in this situation. At this point, we feel we have made our best effort to work with the customer and this offer is still available for [redacted] should she change her mind. However, we will not be able to honor her request for the full refund of her ring.If you have any additional questions or concerns please feel free to contact me.Sincerely,Tim G[redacted]Tiffany & Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[If there is really an impact as claimed by Tiffany, Ishould be able to feel it. If I noticed it dropped because of an impact, whydidn't I pick the diamond up to just let Tiffany reset it? It would save me alot of time spent on communication with Tiffany, which is a very exhaustingexperience. Tiffany claimed that during the inspection and cleaningtwo weeks prior to the diamond dropped, there was no issue with the security ofthe stone. First of all, I did not think the staff inspected my ring aftercleaning because the whole process from him taking my ring and returning backto me was less than five minutes. Second, I want to ask Tiffany how did it ruleout the possibility that the ring had some issue and I was not informed at thattime, or there was damage caused by the cleaning process? The staff who cleanedmy ring (and my Mom’s ring) did not record any of our information or the ring’sinformation (I was not asked to fill a personal information form; I did not seehim record the ID of the ring). According to the manager at the Tiffany Chicagostore, a personal information form needs to be filled before the cleaningprocess. Obviously, the staff did not follow Tiffany’s standard cleaningprocess. If there is no record about my cleaning process, how did Tiffany claimfirmly that there was no issue with the process?There are so many things Tiffany did not do right as Istated in my original complaint and this letter. But Tiffany did not admit anyof them. The only thing Tiffany did is assuming customers did not do thingsright and trying to resolve the problem under this assumption.]

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

Sincerely,

Business

Response:

Dear [redacted],The information provided in the previous responses and the suggested resolution is structured by the store management where your issue originated. If you would like to discuss this issue in more detail you are welcome to revisit this discussion with the Director of that store. As for the original offer that was made, we feel that this is indeed a good faith gesture and generous offer when considering the condition of the ring as it was received. As stated previously, this offer exceeds what our standard practice would dictate and for this reason it is the extent of which we are willing to provide. The offer is still valid should you wish to accept it.Sincerely,Tim G[redacted]Tiffany & Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It is clearly that Tiffany does not want to consider full refund a solution. Now I want to find out whether Tiffany would like to consider partial refund. Tiffany's annual gross margins on net sales since 2010, the year my ring was purchased, were 59.1% (2010), 59.0% (2011), 57.0% (2012), 58.1% (2013) and 59.7% (2014). In other words, on average, for a product with sales price of $5,000, the actual cost of sales to Tiffany was just $2,045 in 2010 or $2,015 in 2014. Since Tiffany has been claiming itself as generous and of good faith, I want to know how Tiffany would act to show its generosity and good faith when I do not request full refund.

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

Sincerely,

Review: I visited Tiffany and Co. on December 19th to purchase a Christmas gift. The item I wanted was not on stock in the store, but I was told, in the warehouse. It could be overnighted to me, arriving no later than December ** (it was late afternoon on the [redacted], so this was acceptable.When I did not receive the item by December **, I called the store, and was told that it was out of their hands because the request had been sent to their carrier, and the best bet was to call later that evening. When I did so, I was told that I should have called earlier!! I was also told that I could have a replacement item, but Tiffany and Co. did not have any messengers available at 8pm TWO DAYS BEFORE CHRISTMAS. I was leaving town the next morning, so I was basically out of luck. The morning of the [redacted], I received an email that the item had left the warehouse the evening of the [redacted]. Since I was not in town, I called and requested that the item be intercepted and not delivered, which it was.On December [redacted], I was contacted by a very apologetic Tiffany's, who told me that my credit card would be credited immediately. As of January *, Tiffany has yet to credit my account.This is Tiffany and Co. of Manhattan! I receive better customer service from any Duane Reade on the corner.Desired Settlement: I would like my account credited, and, if a billing cycle passes, any interest owed to my credit card account also paid.

Business

Response:

Dear [redacted],

This complaint has been reviewed by the Sales Manager in the location where the issue originated. Upon review of the complaint, she did reach out to [redacted] Werder to apologize for the issues he experienced with his holiday order. [redacted] Werder was not available and a voice mail was left, confirming that the refund he was expecting had already been processed on 12/**/13 for the full $163.** amount that he paid. Unfortunately, as of the date of this complaint it must not have reached his credit card company but should be showing on his statement at this point.

At that time, there were severe weather storms across the United States that impeded the delivery of thousands of packages and we regret that [redacted]'s was one of them. At this point, we have not heard a response back from [redacted] Werder and will consider this issue resolved.

Sincerely,

Tim Gartland

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: sent it for repair, tiffany co called 8/** said it made it there opened,I don't the postal service would deliver a open package to tiffany and co. Maybe they missed placed it, toggle braceletDesired Settlement: I hope to notify company maybe it was misplaced.

Business

Response:

Dear [redacted],I am very sorry to hear of the circumstances which have prompted your complaint. I have researched your specific situation and determined that this is a claim that should be made with your shipper.The standard paper envelope we received was torn with a large hole at the bottom. The only items inside were a small piece of bubble wrap and the completed repair form. This type of packaging is not sufficient to transport a bulky sterling silver bracelet. We have retained the damaged envelope and would be happy to return it to you so you may pursue a claim with your shipper. Please contact us directly at [redacted] to provide the address you would like the envelope shipped.If you have any additional questions or concerns please feel free to contact us at the number provided above.Thank you,Tim G[redacted]Assistant ManagerCustomer OperationsTiffany & Co.

Review: In December of 2012 I purchased a diamond and pink sapphire eternity band for my wife from Tiffany at an approximate cost of $3000. It has had to be returned for repair now three times in 2 1/2 years. A pink sapphire fell out twice requiring the ring to be shipped off and repaired. Now two stones have discolored. We were concerned they too would fall out so we returned the ring for a third time. All together over this 2 1/2 year period Tiffany has had the ring for at least six months for estimates and repairs. She does wear the ring often but she works in an office setting. She has other rings she wears daily including a diamond Tiffany eternity band that have needed no repair.

I am concerned that this ring is defective. It has required so much attention in a relatively short time span. I was not informed that it needed special care when it was purchased. Furthermore on the two occasions it has been in for repair from Tiffany it was returned with no special instructions.

I was originally given a quote of $1,915.92 for repairs that now need to be as the customer service representative says all the sapphires need to be replaced and the ring remounted! . I have communicated by email and phone with Tiffany & Co customer service. This seems absurd particularly given the original cost of the ring and its age. IF the ring is not flawed then why do all the sapphires need to be replaced and the ring remounted. When I pointed this out to their customer service representative the price for repair was changed to $1,512.

I chose Tiffany for their reputation of quality. Unfortunately they have not been understanding, accommodating or helpful. Their customer service sent this email.

Dear [redacted],

Thank you for contacting us and for your feedback. We have reviewed your order and can offer a partial accommodation. The revised total is $1,512.00.

Although the ring has been serviced multiple times within the last two years, this particular time, the ring is damaged. There are signs of impact damage; all the pink sapphires are abraded and chipped. The ring is delicate and should be removed before sleeping, showering, exercising, swimming, washing hands, doing household chores or carrying anything. Please advise if you would like to proceed with the repair.v

(A copy of this email confirming its origin can be sent if needed for documentation purposes.)

So she is to remove the ring for any and all of these circumstances? Sleeping??? What? I feel I was not informed and that if this level of care is necessary Tiffany should have made me aware prior to my purchase or at least on any of the previous occasions I brought the ring for repair.

Our disappointment lies not only in the ring, but in a company which does not inform its customers, stand behind its product or work diligently to rectify the situation. Additionally, the about quoted statement from their service representative is ludicrous.

I would like Tiffany to uphold its reputation and stand behind their product. This ring was an anniversary present. It was to mark a joyous occasion. How unfortunate.

Business

Response:

Dear [redacted],

I just wanted to follow up with you to let you know I have reached out to the customer to work on a resolution and I am just awaiting a response. Once we determine the next steps I will provide you with a final resolution letter.

Sincerely,

Tiffany & Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have returned [redacted]'s call and left a message several times and have not heard back from him.

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

Sincerely,

Business

Response:

Hello,

I have been in contact with [redacted] and we are currently working together on a resolution for him. Once we finalize something I will provide a detailed response.

Sincerely,

Tiffany & Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Last year we purchased a ring from your [redacted] store in [redacted]a. The ring that we purchased was sold to us as a titanium ring by your sales representative. After suffering from a bad reaction and rash we learned the ring was in fact Silver mixed with Titanium. We spoke to the [redacted] in the store who tried to plate that ring with a coating but that did not work. After considering our options we decided to purchase the more expensive 18k version of the ring. We were advised the ring came with complimentary rhodium plating for the life of the piece. This was one of the sales benefits we were told by the [redacted] as well as the associate in hopes to gain the sale of the more expensive piece. Recently I went into my local Tiffany store and was told that the previous policy was no longer in place and they would be charging for this service going forward. They advised going forward I would be required to pay $50 to utilize the service that was sold to me at the time of purchase. Normally I wouldn't say too much but under the previous circumstances I feel this is completely unethical. Not only were we misled on the initial purchase but now they are refusing to honor their original commitment. I have spoken with a [redacted] who had a member of their repair dept call me. He informed me that Tiffany had an "unofficial" policy in regards to this. He advised for years they had done this but recently due to policy changes they were no longer honoring complimentary rhodium on jewelry. The entire purchasing experience has been horrible at Tiffany.Desired Settlement: I want Tiffany to honor their original commitment I was given at time of purchase. I understand policies may change however I should be grandfathered into the policy I was sold. If you are not going to honor a commitment or have an "unwritten" policy then you shouldn't use it as a sales technique.

Business

Response:

Dear [redacted]:

We have reviewed [redacted]’s concerns and offered our sincere apologies for any miscommunication on our part.

I would just like to clarify first, that I spoke with a gentleman named [redacted] not [redacted] in regard to these concerns. Regardless, the request to re-rhodium plate his ring is not as simple as just that. The process requires cleaning and polishing of the item prior to the rhodium treatment being applied.

In years past, the cleaning and polishing of gold items was a service that we provided complimentary. It was never a written lifetime warranty feature at any point. We also cannot speak to the exact verbiage used at the time of sale; therefore, we again offer our sincere apologies for any miscommunication.

At this point in time, as a company, we do charge for this service for all gold merchandise. In light of [redacted]’s concerns however, we have provided this service to him as a courtesy for this most recent order, but did explain that in the future the normal charges would apply.

If there is anything additional I can provide please let me know.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company has not addressed the issue at hand that I have filed. They have already told me that it was a policy change via their corporate office that is causing the issue, I am not disputing their policy change one bit. Whether or not it was "written" policy it was still sold under those conditions (Lifetime rhodium plating) and the service has been provided for the past year without any issues. The fact that Tiffany seems to think they can just change a policy and not honor their original commitment is the reasoning for my complaint. Customers who purchased items under these conditions should be grandfathered into what they were sold. This is a perfect example of a bait and switch tactic that consumers fall prey to constantly. Basically what your saying is " Well, we may have sold that as a benefit when you purchased the ring, but now we want you to pay for it". To clarify the name differences, [redacted] is my husband who wears the ring. This is not the first issue I have had in regards to this Tiffany purchase either. The initial purchase your sales rep sold a ring as titanium when in fact it was silver. We were very clear the ring couldn't be silver due to allergic reactions. Upon presenting the engagement ring [redacted] developed a bad reaction from the ring. Your [redacted] apologized for that issue and told us the sales rep didn't know there was a layer of sliver in it. The [redacted] at your store eventually sold us on the ring in question now and we ended up shelling out almost $1000 more. At this point I have enough with Tiffany and will never spend another dollar at one of your stores.

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

Sincerely,

Business

Response:

Dear [redacted],

Thank you for providing us with the additional information from [redacted]; however, our position on this matter remains unchanged for the reasons previously stated. [redacted]'s most recent servicing was provided as a courtesy, although it was explained to him that going forward the appropriate charges will apply.

We again offer our sincere apologies for the situation and hope to be able to assist him at some point in the future.

Sincerely,