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Need advice on how to handle Tiffany & Co. repair situation.

So..
No call back today.
 
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this is really disappointing....i too feel part of the Tiffany experience is the packaging....the box is a minimal expense to Tiffany especially if it means keeping a customer....sorry you are going through this :confused2: :(2
 
I have a box for you.......the box is free! But you have to buy the Purell anti-bacterial solution, that is $250, and I will give you free shipping.

OK, just wanted everyone to calm down and have a laugh.

OP, walk in to the nearest Tiffany store near you and tell them that you shipped your ring back for service, bring the receipt or paperwork, and ask for a velvet box. Tell them by accident that the service dept did not return your original box to you, or something along those lines.

Some time ago I brought a Tiffany ring for service to my local Tiffanys and they handed me back the ring. I asked them for a box. I told them I cannot find the original box so they went into the drawer, pulled out a spanking new Tiffany blue outer box and inside was the black velvet box. I left the store with a smile on my face. Give it a shot. Good luck.
 
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WillyDiamond said:
I have a box for you.......the box is free! But you have to buy the Purell anti-bacterial solution, that is $250, and I will give you free shipping.

OK, just wanted everyone to calm down and have a laugh.

OP, walk in to the nearest Tiffany store near you and tell them that you shipped your ring back for service, bring the receipt or paperwork, and ask for a velvet box. Tell them by accident that the service dept did not return your original box to you, or something along those lines.

Some time ago I brought a Tiffany ring for service to my local Tiffanys and they handed me back the ring. I asked them for a box. I told them I cannot find the original box so they went into the drawer, pulled out a spanking new Tiffany blue outer box and inside was the black velvet box. I left the store with a smile on my face. Give it a shot. Good luck.
Click to expand...

While you’re there, ask them how to avoid this ridiculousness in the future. After all, the customer service rep you spoke to told you that you should not have sent your piece in their box.
Perhaps, someone can give you better information and assistance in the store.
Good luck!
 
Ok all, it looks like i *might* get a new box. Fortunately for me, i didnt get the repair form emailed to me, as they stated that a disclaimer is in the email. I went to the tiffany website for instructions, and there is no disclaimer there. So customer service is checking to see if they have any boxes *in stock* and if so they will send me out a new one. I am supposed to get a call back today.
I did ask about having my earrings serviced, and how to send those in, and was told to "wrap them up individually in bubble wrap and tissue paper". Are they serious? How would they not get dropped during the unwrapping process? I really felt like saying, wouldnt it be easier to just let us send in the box and keep it with the repair?? I just dont know....:roll:
 
Matthews1127 said:
While you’re there, ask them how to avoid this ridiculousness in the future. After all, the customer service rep you spoke to told you that you should not have sent your piece in their box.
Perhaps, someone can give you better information and assistance in the store.
Good luck!
Click to expand...

Im probably going to have to bring my earrings in to be serviced, bc theres no way i am sending them in they way they want me to, lol. I think I'll ask then. But it will have to wait a bit, i live pretty far.
 
WillyDiamond said:
I have a box for you.......the box is free! But you have to buy the Purell anti-bacterial solution, that is $250, and I will give you free shipping.

OK, just wanted everyone to calm down and have a laugh.

OP, walk in to the nearest Tiffany store near you and tell them that you shipped your ring back for service, bring the receipt or paperwork, and ask for a velvet box. Tell them by accident that the service dept did not return your original box to you, or something along those lines.

Some time ago I brought a Tiffany ring for service to my local Tiffanys and they handed me back the ring. I asked them for a box. I told them I cannot find the original box so they went into the drawer, pulled out a spanking new Tiffany blue outer box and inside was the black velvet box. I left the store with a smile on my face. Give it a shot. Good luck.
Click to expand...

You know whats weird? I just checked the box my ring was returned in....no invoice or paperwork of any kind! Just the cardboard box and a wad of tissue paper!!!
 
Wasn't Tiffany's recently purchased by another luxury brand? I don't remember the details, but I'm wondering if this change in their handling of boxes (and customer service) reflects this new ownership?

Good luck to you in getting your new box. I totally get why it is important to have this box. I'd feel the exact same way.

Hugs.
 
RunningwithScissors said:
Wasn't Tiffany's recently purchased by another luxury brand? I don't remember the details, but I'm wondering if this change in their handling of boxes (and customer service) reflects this new ownership?

Good luck to you in getting your new box. I totally get why it is important to have this box. I'd feel the exact same way.

Hugs.
Click to expand...
Thanks for the support! Yes they were purchased by LV, if Im not mistaken. And I agree, their customer service seems to have taken a major nosedive since the last time i dealt with them. I also checked out the consumer reports website on them and the complaints are unreal. One lady actually got the wrong engagement ring, and whats worse, her engagement ring had already been shipped to someone else! OMG....
 
meesmom said:
Thanks for the support! Yes they were purchased by LV, if Im not mistaken. And I agree, their customer service seems to have taken a major nosedive since the last time i dealt with them. I also checked out the consumer reports website on them and the complaints are unreal. One lady actually got the wrong engagement ring, and whats worse, her engagement ring had already been shipped to someone else! OMG....
Click to expand...

YIKES! This whole situation has tainted my love of Tiffany. I recently purchased two preowned Tiffany rings and I am really disappointed in what I am hearing about their service.
 
Tiffany was purchased by LVMH the biggest luxury conglomerate in the world. The owners family is worth about a 100 billion (sorry it’s 92.6billion).
 
ClassicSAC said:
YIKES! This whole situation has tainted my love of Tiffany. I recently purchased two preowned Tiffany rings and I am really disappointed in what I am hearing about their service.
Click to expand...

If you bought preowned, try not to tell them that fact if you can avoid it. The customer care level goes down even further if you let them in on that! :nono:
 
I don’t think anyone should tar and feather Tiffanys just because they did not return a box.
 
WillyDiamond said:
I don’t think anyone should tar and feather Tiffanys just because they did not return a box.
Click to expand...

Im not tarring and feathering them, i still love tiffanys. I'm sorry if it seems so. Im so much less upset about the box then i am about the level of customer service, and the lengths i had to go to, to get it rectified.
But, Im happy to say, it was rectified!!! I am getting a new box mailed out to me, after making my 4th call!! So alls well that ends well! Just please, learn from me, if you send in a repair, do not send in the box, ok?? ;)
 
WillyDiamond said:
I don’t think anyone should tar and feather Tiffanys just because they did not return a box.
Click to expand...

There is more involved in this situation than just “a box”.
OP was SCOLDED by a customer service representative for sending her merchandise in its original packaging, and made to feel intellectually inferior for doing so....just for a repair.
Tiffany’s has more to answer for than just “a box”.
There is no justification for that kind of treatment, and is a blemish on their reputation.
 
meesmom said:
Im not tarring and feathering them, i still love tiffanys. I'm sorry if it seems so. Im so much less upset about the box then i am about the level of customer service, and the lengths i had to go to, to get it rectified.
But, Im happy to say, it was rectified!!! I am getting a new box mailed out to me, after making my 4th call!! So alls well that ends well! Just please, learn from me, if you send in a repair, do not send in the box, ok?? ;-)
Click to expand...

Great news!! So glad you’re getting a new box!!
;)2:cool2:
 
OP, I hope this gets resolved for you. I had an awful experience with LV customer service years ago that I refuse to still shop there.

Nvm. I just read it all worked out!
 
Matthews1127 said:
There is more involved in this situation than just “a box”.
OP was SCOLDED by a customer service representative for sending her merchandise in its original packaging, and made to feel intellectually inferior for doing so....just for a repair.
Tiffany’s has more to answer for than just “a box”.
There is no justification for that kind of treatment, and is a blemish on their reputation.
Click to expand...

I think you nailed my emotion at the moment so well. I called expecting a huge apology and rectification, and what i got was a about as far as you can get from an apology! Maybe i was a bit rough here, maybe bc my most recent jewelry experiences have been with Caysie of CVB, and she is the epitome of stellar customer service. So maybe i was unfair to (unknowingly) compare? I dont know.
But I do know throughout this entire experience, I was thoroughly pleasant with the Tiffany reps, as i was rooting for them to come though and make this right. I dont want people to not use Tiffany because of my experience. But i do think there is some sort of shift that may or may not be based on the change of ownership, and i wanted people here to be aware. I am hoping they work through this and come out better than ever!
 
meesmom said:
I think you nailed my emotion at the moment so well. I called expecting a huge apology and rectification, and what i got was a about as far as you can get from an apology! Maybe i was a bit rough here, maybe bc my most recent jewelry experiences have been with Caysie of CVB, and she is the epitome of stellar customer service. So maybe i was unfair to (unknowingly) compare? I dont know.
But I do know throughout this entire experience, I was thoroughly pleasant with the Tiffany reps, as i was rooting for them to come though and make this right. I dont want people to not use Tiffany because of my experience. But i do think there is some sort of shift that may or may not be based on the change of ownership, and i wanted people here to be aware. I am hoping they work through this and come out better than ever!
Click to expand...

I am glad you are getting your box! FYI, I took my preowned Soleste into the store for sizing and cleaning and never mentioned that I wasn’t the original owner and it came back looking like brand new with no issues. I also got another blue pouch with it. I was treated like gold and the customer service person even commented on how beautiful my Soleste was. I had a stellar experience.
 
ClassicSAC said:
I am glad you are getting your box! FYI, I took my preowned Soleste into the store for sizing and cleaning and never mentioned that I wasn’t the original owner and it came back looking like brand new with no issues. I also got another blue pouch with it. I was treated like gold and the customer service person even commented on how beautiful my Soleste was. I had a stellar experience.
Click to expand...

Thank you, i am too. You know, what you've described above is the tiffany ive grown to love as well. I remember a few years back i brought in my rose gold locket because the hinge was loose and it would rub and make a tinging noise when it was closed. They took me straight to the jeweler they had on duty, and he apologized profusely, and wrote me up a work order that it was complimentary (free) to fix. So 2 weeks later i get the locket back, and it looked like they accidentally used yellow gold for the repair. I called them up, and they insisted that i send it back (they sent me a label so i didn't pay for this either). When they got it they called me to say i was right, the wrong alloy was used, and they were going to have the head if the repair dept. fix it himself to insure it came out right. I got it back, and it was beautiful, and i still have it and wear it today. And thats the tiffany & co. I know and love!!! :)
 
meesmom said:
Thanks for the support! Yes they were purchased by LV, if Im not mistaken. And I agree, their customer service seems to have taken a major nosedive since the last time i dealt with them. I also checked out the consumer reports website on them and the complaints are unreal. One lady actually got the wrong engagement ring, and whats worse, her engagement ring had already been shipped to someone else! OMG....
Click to expand...

WTF?!!!!! OMG I would have HATED being the customer service rep to get that irritate customer, I really want to know what the resolution was to that
 
KKJohnson said:
WTF?!!!!! OMG I would have HATED being the customer service rep to get that irritate customer, I really want to know what the resolution was to that
Click to expand...

I would copy and paste it, but its really long and not sure if its allowed. But its on the consumer affairs website, and yes, it was retrieved for her, thank goodness!!
 
HI:

I am happy your problem was resolved to your satisfaction!

cheers--Sharon
 
I sent in my size S Return to Tiffany bracelet to have a Tiffany charm added. My husband picked up the repair. Weeks later I went to wear it and it’s a size L (I measured it after it slipped right off my wrist)! Obviously they lost my bracelet somewhere along the line. Sloppy!
 
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