Tiffany & Co. — Local services in Westport

I purchased a XL Tiffany Pet collar on the online Tiffany store that was meant to be a gift for my wife for Christmas. We placed the collar on the dog on Christmas Day (12/25/24). Unfortunately, within just six days of use, I noticed significant issues with the leather. It started to bubble, crack, and wear away around the buckle. Given the price point (almost $500) and the brand reputation, I expected a much higher level of quality and durability from this product. I called the Tiffany customer support line and I was told I could initiate a return/refund in store or I could utilize the shipping label they’ve created for me. I decided to visit in-store so I could speak to someone about this in person. I visited the 40 Post Road East, Westport, CT 06880 location to initiate a return, as I was informed I could do so over the phone.

I was greeted by a nice young Asian man at the Tiffany store. He was incredibly kind and welcoming and directed me to Kathleen Russell for assistance with my return. Kathleen seemed bothered by my return request and quickly opened the package to examine the collar. She then took it in the back room without asking for my order number. The young man offered me a drink of water and encouraged me to take our time and browse around the store. Kathleen came out a few minutes later and refused to allow me to return this faulty product. Despite being within the return window of January 15th, she cited the reason they wont refund me is because she "can't resell it" and used this argument as justification for her refusal. I was then told by Kathleen that the collar was only meant for “show” and not for everyday wear. This information was surprising, as there is no mention of this limitation on the Tiffany website. Kathleen then stated that the condition of the collar was considered “normal wear and tear,” which I find difficult to accept, given the short duration of use and the high quality standards associated with the Tiffany & Co. brand. This visit to the store was further disappointing, as Kathleen tossed the collar back to us across the counter without packaging it properly. Kathleen’s demeanor during the entire encounter was disrespectful, and made us feel incredibly uncomfortable and unwelcome. Instead of encouraging us to stay and browse around the store, she seemed to just want to get rid of us as quickly as possible. Her attitude made us feel like we didn't belong there, like we were somehow less important than other customers. It was a disappointing experience and definitely made us think twice about coming back to Tiffany in the future. It's a shame that one employee's behavior can have such a negative impact on our overall perception of a brand. I sincerely hope that this is not reflective of the customer service standards upheld by Tiffany & Co.

I would not recommend this location whatsoever. Again I was assured by an online representative before my visit here that as long as I had the all of the original packaging and brought the collar in person I would have no issues getting a refund. What a lie. Too bad I was berated here because I was geniuely interested in making another purchase since I was here but instead my Wife and I looked at eachother and decided...

My Husband bought me a Silver Necklace (Olive Tree in a heart) and after 1 week it turned completely BLACK!

I wear Tiffany Silver Jewelry all my live and NEVER had this happened to me.. A little tarnish is normal if exposed to air for a certain time, but after 1 week to turn completely black is shocking!!!Not to mention that the necklace was not exposed to any chemicals, soap, chlorine.. etc..

I called the store and the Lady on the phone said to bring the Necklace in and they would be happy to exchange it for the same (in case there was something wrong with it) or exchange for something else.

So I went to the Store... I was greeted by a Lady who looked very excited to help me, but when she found out that I had a problem with a purchase her attitude changed completely and went from friendly to ignoring..

A Gentleman from the Customer Service came and offered to clean the necklace for me. I explained that cleaning is not a solution as there is something wrong with the Necklace. He said that there is NO MANAGER in the Store to assist!!! He also said that if I am dissatisfied we could exchange it. He cleaned up my necklace and came back.. It didn't really look super clean... The Gentleman offered to replace it with the same exact Necklace. Before I even opened my mouth, this Lady showed up from nowhere and said that unfortunately Tiffany does NOT ACCEPT RETURNS OR EXCHANGES even if the purchase was made a week ago!!! She just assumed that I wore the necklace the entire time.. Who wants to walk around with a completely BLACK TIFFANY Necklace!!

They handed me a cleaning cloth in my hand and wished me a nice day!

That was their solution!!! I will NEVER go to this...

Today, I tried to return a wine glass that was shipped to me broken. It's a 40 minute round trip for me to get to the Westport store. I was told that because the glasses were purchased as a pair, I had to make another trip to get the other glass (which is in my cabinet and has been used, already). The manager was not available to speak. They did agree to refund the glass, contingent upon me returning with the unbroken matching glass (another 40 min trip) or I could mail them the other glass at my own expense. I ended up calling the support number on my receipt and they quickly agreed to ship me a new glass and said I did NOT need to bring in the unbroken one. The whole experience soured me on the store and I decided not to purchase another set of glasses from them. Not a great experience at this Westport location, but the phone support for the main company was lovely...