On Sep 23'09 (Wed) at 7:15pm I took a earring with one crystal fell off for repair within 2-yr warranty at Eaton Centre store, downtown Toronto. The earring I seldem wore and with all original package, receipt, warranty certificate, & box. There were 3 sales people there. When I went into the store they were chatting and trying on the items at store. I took their name, Rachel, LeiLei and Carol as they were rude.
I showed them my earring that needed repair with receipt. The earring and the box were in Excellent condition. LeiLei asked if I washed it with Acetone, I said "No". (who would wash a gold plated crystal earring with acetone? The instructions said warm water and soap. I never wash them since I seldom wear them) Then she wrote down on the repair slip that "it smells bad". I told her it was a plastic smell from the cushion of the box, the earring does not smell. Then she insisted on she was right. Then another sales, Carol came.
Carol said "you brought it at Duty Free, we do not take items purchased from Duty Free."
Then I said "Swarovski has international warranty."
Then Carol gave me a look with despise and said "We were doing the repair as a courtesy, do you want it repaired or not? You bought it at duty free, you shouldn't get a repair. Take it back."
Then another sales, Rachel, she came and wrote down "chemical smells on box."
When I asked for the store manager, I was told he was not in. Then they gave me a despise look and did not even asked "what we could help you", nor
"good night". I was treated as someone who disturbed their chatting and not buying anything, and took a "Duty Free" lower cost item to bother them for repair that I am entitled. They did not want to serve me and gave me despise look, very rude, with no service, and very mean.
The earring was purchased by my friend as a gift to me when my friend was waiting to catch a plane at airport. It is of very valuable emotional value to me.
I was absolutely impressed with the "poor customer service" and treatment I received. Not to mention I will Never buy anything with Swarovski.
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