On November 6, 2025, we purchased two red crystal watches with reference number 5690811 from the Swarovski store in Karum, Ankara. Both watches broke at the connection point within a week and became unusable. Although the products have a two-year warranty, we cannot accept that the same defect occurred in such a short period of time.
We went to the store to request an exchange. At first, the staff seemed positive, but then they completely refused to process the exchange. Moreover, the store manager refused to speak with us, and the employees practically forced us out of the store. Our phone calls were also ignored. They said they would send the products to Istanbul for inspection, but we do not want a brand-new product to be repaired. They also stated that a refund was absolutely not possible.
We do not want to receive the same watches again. We are requesting an exchange for different products. We are disappointed to see that Swarovski’s customer approach in Türkiye is very different from the practices in other countries. We expect this issue to be resolved as soon as possible and for a solution to be provided that aligns with proper customer satisfaction standards.
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 necess...
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On November 28, 2025, I went to the Swarovski store located in Espark Mall to have the strap of my pink Matrix Bangle watch adjusted. Even though my watch is under warranty, the store staff showed no interest in my request to have the strap shortened and told me they would not perform the service. T...
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