Tiffany & Co. — Local services in Troy

This is a copy of an email I sent to the customer support team at Tiffany & Co and never receiving a response regarding a purchase I made for my wife. I initially received an automated response stating that someone would get back to me within 48 hours. Unfortunately, I never received a follow-up.

Since then, I have made additional attempts to reach out, but I have yet to receive any response or acknowledgment. I am disappointed by the lack of communication and support, especially given the reputation of Tiffany & Co. for exceptional customer service we had no choice but to return the item. This was very disappointing because we have made many purchases from this location over the past 25 years. I do not recommend purchasing from this location and unfortunately, I can not recommend Tiffany any longer because of their poor customer service.

I am writing to formally express my disappointment and frustration regarding a recent experience with one of your sales associates, which unfortunately led to the complete derailment of a very special occasion—our anniversary.

On May 15th, 2025, I visited your Michigan location, in Somerset mall and was met by K---n. She asked how she could help and I told her I was looking for a gift for my wife. During the conversation she asked what the gift was for and I told her it was for our 30th wedding anniversary. She congratulated me and continued to show me different options of necklaces. After I made the decision on which one to purchase, we sat down to finish the transaction. K---n was not able to find my customer information with my phone number, which seemed odd, because I have purchased numerous items from that location over the past 20+ years. She asked for my wife's information to see if she could find our account. Our information did show up under my wife's phone number. During the transaction I was clear and specific with my request to K---n to not send any follow up from this purchase to any email or text, because I didn't want my wife to find out about her surprise. I emphasized the importance of this request, as it was meant to be a surprise for my wife and a central part of our celebration.

Regrettably, not only was the request not fulfilled as promised, K---n sent a follow up text to my wife's cell number on Wednesday, May 21st, 6 days before our 30th wedding anniversary. As a result, the surprise was ruined, and what could have been a joyful and memorable day turned into one of disappointment and frustration.

I believe this situation reflects a serious lapse in customer service and accountability. I trusted your brand to deliver on a simple but meaningful request, and that trust was broken.

I would appreciate a prompt response explaining how this occurred, what steps will be taken to ensure it does not...

UPDATE Nick reached out to my fiancé, apologized about the inconvenience we experienced, and had my diamonds remounted on the ring I originally wanted. Unfortunately we still did have to shell out $500 extra but he did say normally it would be $1000 to remount so we did get some accommodation there. I had a WAY better experience with Nick and Shin-Yi. Maybe we will come back for our wedding bands after all!! Thank you Nick and Shin-Yi.

After mine and my fiancé’s experience here, I’m not sure we will even come back to get our wedding bands here. My fiancé came in to go ring shopping for me. He had an exact picture of what I wanted and showed this sales lady, Kristen Dailey. According to him, she shows him a few rings (out of his price range) and a ring that he thought was the exact one I wanted. This lady duped him into buying the wrong ring without even telling him it was a different ring. A discontinued ring, at that. He knew I wanted that EXACT ring in the picture, and trusted Kristen. When he proposed, I instantly knew it was not the one I wanted. I did not want to hurt his feelings and thought okay, maybe once it’s sized to my finger I will like it. Boy was I wrong. This same lady, Kristen, also did not disclose that once a ring is resized it CANNOT be returned. Because once I got my ring, and it was resized and I wore it a few times, I decided it was not for me. So we attempted to exchange the ring, and this is what we were told, NO REFUNDS/EXCHANGES ON RESIZED RINGS. All she did, was try to upsell us and try to get us to spend MORE money to upgrade the ring. I don’t think so lady, I already don’t like what you picked out for my fiancé, and you duped him into buying a discontinued ring that was not the one we wanted. My fiancé is also a veteran, and she did not ask him if he was one, he could have had a 10% discount. She “attempted” to get the discount applied after the fact only to be told he signed a contract and it cannot be applied. I also want to add that my ring did not come with a certificate, as most diamond rings do. ESPECIALLY TIFFANY. So that is suspicious. All I have to show for it is a receipt, which I can’t even use to return it anyway. Anyway, I’m pretty sure this is the last time we will be doing business with this place. I’m now stuck with an engagement ring that I do not like for eternity because of KRISTEN. BEWARE OF KRISTEN. SHE WILL DUPE YOU. Do NOT go to her for help. POOR CUSTOMER SERVICE. I would expect more from a luxury brand like Tiffany. Highly...

First time getting a Tiffany piece I wanted it engraved because of me living 2 hours away I called to make sure engraving machine was running and i could get the simple engraving the same day as purchase when entering the store a man with dark hair and older woman with blonde kinda of went back and forth to who would service me the lady ended up servicing me i was choosing between 2 pieces and they only had the one she told me that they only do engraving if it was sent out meanwhile the engraving machine is dead center of store i informed her that i called today and they said it was working and only the hand writing engraving had to be sent out from what i was told from customer service then she changed it to she would have to find someone who knows how to work it???? Okay then middle of servicing me she had another co worker help me for her to end up telling them to engrave the wrong piece and didn’t notice until the price was 300$ more then expected it wasn’t even a piece I tried on they didn’t pay attention to any detail kept then the ending result i got a chain didn’t try it on because i felt like a inconvenience when i told them that isn’t what i wanted or even tried on so i just got the one i originally was supposed to didn’t try it on and ended up spending 850$ on a too little necklace with a...