BVLGARI — Local services in Rome

At the beginning of our trip to Italy, my husband and I decided to buy a ring as a special keepsake for me. In the Florence boutique, they didn’t have the right size, but the consultant Enrico was incredibly kind and attentive: he arranged for the ring to be sent to Rome and stayed in touch with us throughout the process. It felt very personal and thoughtful. Sadly, our experience at the Rome boutique was completely different. Instead of a warm and joyful moment, it felt like a cold transaction. The consultant, Taras, brought our ring in a plastic folder. When we asked for a cappuccino, we were told it wasn’t available — we settled for champagne. Then came a very unexpected question: “Would you like to wear the ring now and leave, or would you prefer it gift-wrapped?” Of course, we wanted the moment to feel special — I was honestly stunned by the way it was phrased. The ring was then taken to be packaged somewhere out of sight, in a closed room, and it took quite some time. While we waited, no one offered to show us other jewelry or invited us to explore the collection. It’s a pity that such a beautiful story ended on a bit...

I didn’t have the best experience spending 2800€

The service lady had an attitude, I’m assuming they don’t work on commission or making a beautiful experience. It was a cold experience and I didn’t leave smiling. I was sent off to an area by myself and left alone for quite some time. They eventually offered me a drink when they confirmed I was purchasing the item. There was no showing or trying on of other items I might be interested in. Just a cold transactional deal.

Had a much nicer experience in Milan with their customer service and friendly demeanour. Purchased a less expensive item but was treated so lovely and had fun trying on other items while I waited for my item to be settled. This has been my experience in Cartier and Dior so my expectations were high when I came into this store.

I’m not a celebrity or a known person - which makes it even disappointing that my experience spending money here wasn’t joyful and fun.

I recommend getting the items you want sent to another location. I would be disappointed if I was their manager and to know this is how the store is...

Esperienza di acquisto ottima, nulla da dire, anzi, è assolutamente il linea con le aspettative (alte) che si hanno quando ci si avvicina ad un brand di questo livello. C'è tutto ciò che si può desiderare: cortesia, tempo, gentilezza, competenza.

I guai arrivano dopo, purtroppo. L'esperienza col customer service è da brividi, una disorganizzazione totale. Ti dicono di contattare la persona che ti ha assistito alla vendita, che si mette gentilmente d'accordo per accoglierti, poi quando arrivi alla concierge nessuno sa nulla, e ti indirizzano ad un altra persona. Frettolosa, scostante, empatia pari a zero. Sfortunatamente non si può fare il cambio di ciò che si era acquistato, perchè non hanno la misura. Viaggio a vuoto. Tranquillamente la risposta è:" va bene in 3 o 4 giorni facciamo spostare l'oggetto da un altro negozio!". Giustamente perchè il cliente non ha di meglio da fare che andare in pellegrinaggio un giorno sì e uno no. Ecco, almeno offrirsi di fare la consegna a domicilio invece che farlo richiedere al cliente sarebbe cosa gradevole. Esperienza orrida, la peggiore mai avuta con un brand di lusso.

Aggiungo, come piccolo suggerimento: se una persona accompagnata entra con un pacchetto regalo in mano e chiede una sostituzione perchè la misura è sbagliata, ecco, magari si potrebbe cercare di tutelare un minimo la riservatezza, senza farle vedere i prezzi (visto che era un...