Swarovski Ignored My Warranty Claim for Bracelet RND 5415428

On July 11, the person who had given me my Swarovski Bracelet RND 5415428, featuring a blue center stone, as a gift one year earlier accompanied me to the Swarovski Bursa Korupark store because the bracelet had become damaged. One of the stones had fallen out, and the setting holding it in place had broken.

Initially, the store staff declined to assist us, so we asked to speak with the store manager. The manager explained that the bracelet was still within its warranty period and said our request would be submitted for review. We were told that, if approved, the bracelet would either be replaced or repaired. They took my phone number, photographed the bracelet, and opened a service record. Since it was a Saturday, they informed us that we would receive a response within 48 hours, starting on Monday at the latest.

However, no one contacted me within the promised timeframe. By Friday, after still hearing nothing, I called the store myself. When I asked for an update, I was told, “They will contact you; it’s not up to us.” When I requested that my case be followed up again, I was simply told, “I’ll send another email then.” Nearly one month has now passed, and I still have not received any response. The failure to monitor the case, provide updates, or honor the warranty commitment reflects very poorly on Swarovski’s customer service and customer satisfaction standards.

I request that my Swarovski Bracelet RND 5415428 with the blue center stone be replaced free of charge under the warranty with the same model. If the same model is no longer available, I request that it be repaired at no cost. I also request a clear written update regarding the status of my warranty claim and the resolution process.