BVLGARI — Local services in New York

I recently visited the Bvlgari Hudson Yards location to extend the length of a necklace I originally purchased in Hawaii. My initial experiences with Bvlgari were outstanding — both in Hawaii and during a visit to the 5th Avenue store in New York, where I confirmed that necklace extensions within 12 months of purchase (up to 5 cm) are complimentary.

Because Hudson Yards is more convenient for me, I decided to visit this location to complete the extension. Unfortunately, my experience was extremely disappointing. The sales associate, Chivy, informed me that due to an increase in gold prices, the policy had changed, and I would need to pay $310 out of pocket. When I told her that I had confirmed in April at the 5th Avenue location that the extension was complimentary within 12 months, she did not attempt to look into it or clarify — she simply dismissed my concerns. I felt completely dismissed, disrespected, and, quite honestly, discriminated against. Her demeanor and unwillingness to assist gave me the impression that I was being treated differently — possibly because of my background or accent. It was a deeply uncomfortable and degrading experience, one that no customer should have to go through.

After leaving the store, I called Bvlgari customer service and spoke with Eva, who was incredibly helpful and professional. She confirmed that extensions up to 5 cm are indeed complimentary within 12 months of purchase. She even emailed both me and the Hudson Yards store manager, David Choy, to clarify the policy and encouraged me to return to the store so the issue could be resolved without me having to travel to a different location.

When I returned to speak with the manager, he acknowledged receiving the email from customer service but stated that the Hudson Yards location only honors complimentary extensions within 30 days. This again contradicted the official policy. Though he eventually agreed to process the extension “as an exception,” the interaction felt more like damage control than genuine customer care. Once again, I felt undermined and that I was not being told the truth — despite clear written communication from corporate confirming otherwise.

I left my necklace with the store, trusting it would be handled properly. But based on this experience, I would not recommend the Hudson Yards location to others. If you are unfamiliar with the policies, speak English as a second language, or come from another country, you may not receive the fair, respectful, or honest treatment you deserve. It’s disappointing to encounter this kind of treatment from a brand that prides itself on luxury and service.

I sincerely hope Bvlgari takes this feedback seriously and ensures that all locations, including Hudson Yards, are upholding the company’s standards of professionalism, integrity, and equitable treatment for...

Very disappointed at the exchange experience. I bought my first 3 pieces of jewelries while I was in japan and loved their service there, great times through and through. So I decided to come in again to buy another ring and bracelet as anniversary gifts, and decided to make it a surprise. I was told I could come back for an exchange any time within 30 days for a different size so I went home happily with it. Also, shoutout to Jacopo who hosted me really well and held great conversations while trying on the jewelries, he had amazing personality.

The next day I decided to come in for an exchange as the ring was slightly too tight, except this time the sales was being really rude and said we cannot exchange it as it’s already worn. While I was surprised and said the sales mentioned nothing about it yesterday, he said: “it LITERALLY says right here”, and pointed at the receipt, refusing for an exchange.

During the whole purchase experience, they could’ve either told me in the beginning that the ring cannot be worn if I wanted to exchange, or they could’ve told me nicely that unfortunately an exchange is not possible without being rude, but they decided neither of it would be a better decision and leave me with now a slightly tighter ring.

Would not come to this store again given how unprofessional and rude the second sales was. Be mindful when you come to this store. Either make the decision on sizes spot on, or read the receipt and not being...

Had the most wonderful experience when we initially popped in to look at purchasing a second ring and wanted to look at options and sizes. Was met by Chivy who was absolutely fabulous, super attentive and very helpful. Went out of her way to include my two children in the experience of 'helping mummy' and they were delighted to be offered some chocolate for their help :) Corresponded with Chivy over the coming days whilst we were still making our decision and returned to purchase the day we were leaving NY. Had it not been for the excellent customer service and personal touch from Chivy we would probably have returned home and purchased elsewhere at a later date. The champagne offered during our purchase completion was a lovely touch and again my children were included in the whole experience. I cannot say enough about the experience we had and will definitely revisit next time we are in NYC. Thank you Chivy for making us all...