Swarovski Mall of Istanbul Taking Too Long to Replace Defective Bracelet

The Symbolica bracelet I purchased from Swarovski became worn out very quickly, the color faded, and recently some of the stones fell out. For this reason, on Sunday, November 2, 2025, I took the product—with the receipt—to the Mall of Istanbul store and requested that it be inspected and, if necessary, replaced with a new one. The product is also covered by a two-year warranty.

At the store, I was told that I would receive a response “within two weeks.” However, as of November 14, 2025—more than 10 days later—I still have not received any update. During this time, I called the store twice and even went back to the Mall of Istanbul location last weekend to follow up. Despite this, no clear solution has been provided. The store employees were polite and tried to assist, but they said there was nothing they could do and that they were waiting for a decision from headquarters. In my last visit, I was informed that the process would likely take another week, as “no update has been received from headquarters.”

It is unacceptable to make a customer wait for weeks over a bracelet. The issue is obvious: the product is under warranty and should either be repaired or replaced. Delaying such a simple process is entirely unfair. In a similar case with another brand, showing my e-archive invoice was enough and the product was replaced immediately. The difference in approach is very clear. I have also never encountered this level of poor quality with any other silver jewelry brand.

My requests are clear:

That my bracelet, which is under warranty, be immediately replaced with a new one, and

That I receive a clear explanation as to why this process has been dragged out for so long.

There is no customer satisfaction, the process is slow, unresponsive, and far from solution-oriented.