Tiffany & Co. — Local services in Austin

EXTREMELY POOR CUSTOMER SERVICE My boyfriend and I ordered a necklace for my birthday and had the worst experience ever. Every single touchpoint we made with this Tiffany & Co location in Austin, TX was unsatisfactory. When we ordered our custom engraving necklace, it took us about 45 min. We had a very detailed conversation with the sales rep to make sure the engraving was perfect. This process took long but I didn't mind because I wanted it to be free of any errors. Once the necklace was ready for pickup, no one from the tiffany store bothered to call us to notify us. We had to take it upon ourselves to call the store to figure out what the status was. When we called, we were put on hold for 30 minutes and ended up having to talk to an automated robot on the Tiffany website just to get a hold of a representative. We found out our bracelet was engraved incorrectly so we had to make an additional trip back to fix it. We called the store and had the same problem as before (a 30 min hold and had to eventually contact the Tiffany website). Once we made it BACK to the store, I explained to the supervisor what happened, she refused to waive the engraving fee even though we wasted two trips and the engraving was incorrect. She said it wouldn't be ready for another 2 weeks. When I explained to her that this was an important matter, she questioned me and asked what I "needed" it for and what was "special" about the occasion, as if it being incorrect wasn't reason enough to get it shipped as soon as possible. When I explained what an awful experience I've been having, she proceeded to give excuses and told me that they were understaffed and couldn't have anyone answering the phone. She also accused me of ordering this incorrectly with the sales associate instead of apologizing for the associate's mistake. She spent more time trying to figure out who I made the order with so she could prove I was wrong instead of trying to make it up to me. She did not apologize for my horrendous experience or try to make it up to me. AS IF THAT WASN'T ENOUGH, we finally made our FOURTH trip to the store to pick up the necklace and it was DIRTY. There was black dirt in the crevices of the "Return to Tiffany" letters. It was so bad that I thought the letters were missing. I had to go back into the store and wait 20 more minutes for them to clean it.

I cannot believe what an awful experience I had at this location. It is bizarre that the employees and supervisor allowed this many things to go wrong with a simple necklace purchase. We ordered this necklace in October and it wasn't resolved until December. After having an issue at every single touchpoint, I doubt my boyfriend will ever agree to purchasing from this store again unless he wants to agree to multiple meaningless trips, wasted time, and poor treatment from the supervisor.

Save your time and shop online! Avoid this location...

We've been here twice now and both times have been a wonderful experience. Each time the sales professional who helped us was amazing; warm, personable and kind. We also felt very safe with the covid precautions they are taken while still offering the personal detailed shopping attention.

Elaine was our first professional; my daughter and I were in a little bit of a hurry but she knew exactly what we were looking for. Even with us being short of time she was very sweet and able to make it a special experience for us.

Celeste was our professional today and also made for a very special experience for my wife and I. She has a great personality along with being very relatable. We really enjoyed our conversations with her, she was able not only help us with what we came in for today, but also show us some items we are interested in without any pressure to purchase now. This is the type of service that we highly appreciate which will bring us back to her to purchase those items for a special occasion we have coming up in the very near future.

Our sincerest thanks to both of you!

We recommend to anyone making an appointment that you request either of these sales professionals. They will provide you with the Tiffany's experience that you expect...

My family has been loyal Tiffany & Co. customers for decades, and we have always been pleased with their products—until now. I have purchased many items, but my recent experience at this store fell short of my expectations.

I bought a platinum tennis bracelet from this location, and after a couple of years, the clasp broke, and one of the diamonds fell out. I understand that nothing lasts forever, but I expected the bracelet to last longer. My wife doesn’t engage in activities that would put excessive wear on the jewelry, so I was particularly disappointed that the clasp broke.

I hoped Tiffany & Co. would fix the clasp at no charge. While I understand that a loose diamond might be a fluke and that replacing it could come with a cost, I believe the clasp should be solid and reliable, especially for such an expensive product.

I've purchased jewelry from other stores, and whenever there was an issue, they were more than happy to fix it at no charge, earning a customer for life. Is it worth it for Tiffany & Co. to nickel and dime customers, leaving them with a bad taste from such an exclusive brand?

I will think twice before returning to this store, and I strongly recommend Tiffany & Co. stand behind the quality of...