Tiffany & Co. — Local services in Chicago

Wish we could give zero stars. Beautiful jewelry, accessories and watches. Terrible customer service. Purchased a silver watch for my wife 15 some years ago... periodically has to have the battery changed, which we get charged some $50 for every couple of years. Seems cheap on their end, but OK. Problem began on 9/30/2020 when I brought the watch to the Michigan Avenue Store to have the battery changed again. Apparently this is no longer done in house, but gets sent to a repair facility in Texas. OK. 2 weeks they say. I fill out form to have it done and returned to our home address in Chicago. A few weeks later we get an email from repair office telling us watch should get additional repairs and servicing, around $400. Wife loves the watch, we trust Tiffany, ok. We have the charge for the servicing put on her Tiffany Credit Card. Mid November I get an email saying the watch has been return shipped. A few days later, not having received the watch, I check the tracking number. The watch was shipped to my office address in Willis (fka Sears) Tower. FedEx delivered it without getting the signature required on the shipping. Neither Fedex nor Tiffany can find out what happened to the package containing a $3000 watch left in the hallway outside our closed office in Willis Tower. 15 hours of phone calls and most of that time on hold, talking with different Tiffany Representatives, they finally initiate investigation. No one at Tiffany takes responsibility for the address change. I'm repeatedly told the $395 charge for the repairs will be removed or credited and it's still there. After 2 months a Tiffany rep, "Carmen" tells me that we can select a replacement watch up to $3500 from their catalog because they cannot locate the package and the watch we had sent for service is no longer in stock. We are supposed to select a watch and call "Carmen" back directly to have the watch shipped to our (hopefully) home address. Been trying to call Carmen back for a week now. EVERY time I call I am put on hold by a different representative and "Carmen" seems to never be in the office or available. Yesterday I was told "Carmen" would call me back this morning. No call. It's after 1pm. I'm still on hold after 30 minutes. Some woman just picked up, finally, and says "Carmen" is not in today. I explained and now she sees the order number, and I'm on hold for 10 minutes already waiting for a response. No one gives their last name, ID# or any direct call back numbers so I don't have to waste time on hold. My wife and I have shopped at the Michigan Avenue Tiffany Store for years. Some of her favorite gifts including the missing watch were purchased there. We always enjoyed excellent customer service from everyone in the store. What is happening now is extremely disappointing. Terrible service. Rude comments from a few of the phone reps. No accountability. Unbelievable. Do...

Highly disappointed in the service that I have received from this location and Tiffany’s overall. I brought in 4 pieces on August 10th for them to be serviced I was told that it would be three weeks. The day before my jewelry was suppose to be back I reached out to customer service because I hadn’t heard anything. The response was it would be shipped out by September 4th. After I pushed back all of a sudden it was ready for pick up. I went to the Michigan ave location September 2nd to pick up my jewelry and when the associate unpacked my jewelry I noticed that two of my charms were severely damaged. When I inquired on what happened the associate tried to make it seem like I gave them my jewelry damaged already. The associate then asked me to produce a pic of my jewelry to prove that they weren’t damaged.I was highly offended because I have been a customer for over 10 years and I don’t have the need to lie. I expressed multiple times how these particular charms have sentimental value as I sat there with tears in my eyes. I kept asking what could be done and the associate said she could send them back and see if they could get fixed. I pushed back again and she went to the back to verify if the charms could be fixed and she said yes. I then asked for a manager because I felt as though the situation was not being taken seriously. A manager by the name of Tiffany came out and she wasn’t sympathetic she didn’t even ask what happened she just regurgitated what the associate said. Tiffany told me that they would get me my charms back within a week which was 09/9. I reached out to customer service same day and I still haven’t heard anything back. I am extremely disappointed with the service and how I have been treated through this whole process. I expect someone to reach out to me immediately. I have spent way toooo much money with you guys over the years to be...

In December of 2022 I brought my earrings to be cleaned, when I picked them up weeks later I never bothered to take a look at them and I trusted this location with my product to be brought back just like they were except shinier. About 2 weeks later after I picked them up I was going to wear them and when I unwrapped them I noticed that both earrings post were bent. As I got one in my hand and took off the back one of my earrings post broke off immediately. I went back to this location and told the lady what had happened and she told me that I needed to pay $60 to repair them, so I told her that it was their fault, not mine and I told her the whole story and she said "Well because you broke the post while trying to see it, you will only pay half which is $30." I said okay to it but since I was in a hurry, hours later I called the manager and told him that this was unacceptable and he told me that I wouldn't have to pay anything. Great that was done and I was content!

Fast forwarding this, we go to a month later when I pick up my earrings from being repaired. This wonderful lady named Linda was very nice and I hope she gets a raise for her manners! But when I receive my earrings back from the original packaging they came in from New York, one earrings post was still bent! But even worse than what it was! Linda saw this and was very confused as to why this happened again but she was also very sorry and actually fixed the post perfectly. She even wrote on the receipt that if they break again, its free of charge. But after this whole incident I will always keep on eye on my items and take pictures before sending them to this location because I was furious seeing this. But, Linda reassured me no to worry and did everything possible to get it handled. So please, if a manager sees this post, treat Linda to a coffee or give her a bonus because she...