Extremely disappointing experience with…
Extremely disappointing experience with Swarovski, particularly for a brand that is supposed to represent premium service! I placed an online order that was clearly showing next-day delivery when I ordered it and confirmed it on their app. The app is still showing the same next-day delivery information, yet when I contacted customer service, I was suddenly told that the delivery is actually scheduled additional four days later!!!
If the delivery date displayed to the customer is incorrect, that is already a serious issue! What made the situation considerably worse was the way it was handled afterwards.
The WhatsApp customer service experience has been incredibly frustrating and, at times, simply rude. Since the morning, I have been promised that a manager would contact me. I followed up three separate times, and I was told that I would receive a call within an hour!!!!
It is now late evening. Four hours later, nobody has called!!!
I also tried the call centre. I managed to reach someone once in the morning, with no meaningful help provided. Since then, I have tried calling again and my calls have been dropped more than five times in a row!!!
So, to summarise: an order with a delivery date clearly displayed as next day, an app that continues to show that information, customer service giving a completely different delivery date, repeated promises of a manager call that never happened, and a call centre that now repeatedly drops my calls.
This is not the level of service I would expect from Swarovski.
Mistakes can happen. Delivery issues can happen. What is unacceptable is the complete lack of ownership and the repeated promises that nobody follows through on.
Very disappointing experience, and certainly not the premium customer service I expected from Swarovski!