Many reviewers describe online-order issues that never get fixed, including lost parcels, late deliveries, and refunds that don’t come back. A large share of complaints focuses on items failing quickly: stones falling out, clasps snapping, and plating flaking after short use. Several customers set that against consistently praised boutique staff who handle quick, friendly exchanges in store. Dispatch, repair, and returns updates often leave buyers frustrated.
Examples from available reviews (Oct 2017 – Mar 2026).
Package was lost in transit and customer service failed to refund or respond.
“So there’s no package and I still have not received a refund.”
Gold plating flaked off and the chain turned out to be plastic.
“all the gold plating had flaked off the 'chain'.”
Excellent friendly and professional in-store service at the Regent Street boutique.
“The service was very friendly and professional, 10/10.”
Order delayed and delivery dates repeatedly changed, causing non-receipt.
“Not despatched yet 10 working days since placing the order”
Most criticism targets online fulfilment and aftercare. Reviewers describe cancelled click-&-collect orders, repairs refused for out-of-warranty items, long phone waits, and refunds that still don’t get processed after repeated attempts. In contrast, several boutique visits mention fast exchanges and attentive staff who deal with faults on the spot.
Many customers question the value after repeated durability problems and refused repairs. Some say they paid for delivery or premium services that didn’t arrive as promised, which adds to the sense of poor value. A smaller group feels the price is acceptable when the item matched expectations and kept its appearance.
Gift presentation and the online ordering process often cause frustration. Several reviewers say gift wrap showed what was inside or arrived torn and had to be repacked. Positive comments more often point to the in-store feel and staff who made buying easy and enjoyable.
Many reviews describe early wear, including tarnish, discolouration, plating loss, stones falling out, and broken clasps. Problems with watches and bracelets come up repeatedly and often lead to disputes over service. A minority call the pieces beautiful and well made, suggesting product longevity varies.
Customers often say communication is poor around dispatch, returns, and repairs. Reviews mention delivery dates that keep moving, warehouse mistakes, emails that go unanswered, and returns refused even when listings say otherwise. Slow replies and unclear repair-status updates add to the frustration.
Reviews split between strong in-store experiences and weak online fulfilment and aftercare. Repeated operational problems and durability complaints drive most negative feedback. Good service at store level often keeps customers from leaving the brand altogether.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 2026
Special occasion ruined due to an unprepared order still not ready.
“All shine, no reliability.”
Package was lost in transit and customer service failed to refund or respond.
“So there’s no package and I still have not received a refund.”
Order delayed for a month with no resolution and poor support.
“Zero star if I could”
Click & Collect order was cancelled despite payment and refund delayed.
“On arrival at store was told we haven’t accepted the order as we don’t have what you ordered”
Treated dismissively in store, though a later advisor provided help.
“I was spoken to in a dismissive and belittling manner.”
Long telephone hold and poor resourcing led to severe frustration.
“I have been on hold to speak with a customer service representative for over 33 minutes now.”
Excellent friendly and professional in-store service at the Regent Street boutique.
“The service was very friendly and professional, 10/10.”
Enjoyable store experience; staff were amazing and the reviewer will return.
“Janet and the Gentleman she works with are AMAZING‼️‼️”
Outside-warranty repair was refused even when customer offered to pay.
“no realistic repair option, even against payment.”
Order delivered to wrong address and Swarovski provided no response.
“It's been 2 months since my order delivered to wrong address”
Reviewer claims returns policy is unclear and refunds are unfairly reduced.
“they will take all the money back so you get Penny's refund.”
Bracelet parts fell off within a month and store could not repair it.
“one of the 'silver caps' on the ends to stop the bracelet falling off, fell off.”
Decoration lost crystals and replacement was delayed before eventual resolution.
“Three crystals just fell off”
Earring posts appeared rusted and customer service showed no interest.
“They posts look rusted and worn.”
Gift option revealed item contents, spoiling the surprise for recipients.
“don’t then plaster the item with a label showing and describing what’s in the box”
Store replaced faulty earrings and ring quickly and provided friendly service.
“with no hesitation my items were replaced”
Preston store exchanged items immediately with friendly and helpful staff.
“My items were exchanged immediately with no fuss.”
Local store staff professional and jewellery quality remains good over decades.
“the employees are very professional and knowledgeable.”
Necklace looked better in person though delivery was slower than expected.
“iT LOoked better in person than online.”
Returned items but refund not received and emails are being ignored.
“Having returned two items for refund of £136 and despite many emails asking where my refund was.”
The watch developed faults and Swarovski refused to offer a refund.
“All sparkle and no quality”
Multiple items tarnished and a stone fell out; repair refused.
“The diamond had fell out and chipped”
Gift bracelet lost a stone and the clasp broke within a year.
“one of the diamonds fell off”
Gold plating flaked off and the chain turned out to be plastic.
“all the gold plating had flaked off the 'chain'.”
Could not cancel an order promptly and customer service refused help.
“they refused to either cancel or adjust the order.”
Store staff were unfriendly and the gift wrapping was poor.
“The service received was appalling and very unfriendly.”
Recipient loved the necklace and the price was acceptable.
“The person really loved the necklace that i give, the price is ok!”
Necklace tarnished and customer service delayed refund and postage reimbursement.
“Stone went dim very quickly and chain started to tarnish.”
Company stopped repairing figurines and now refuses such repairs.
“they don't care about their figurines anymore”
Daughter's bracelet clasp broke twice and the piece was lost.
“Awful quality and an obvious design fault.”
Paid for premium delivery but the gift did not arrive on time.
“I paid £15 for premium delivery so that my order would arrive before Wednesday 10th September”
Outstanding in-store service from Wojciech prompted continued customer loyalty.
“he is the reason why we have been shopping with yourselves for so long”
Paid for gift wrapping but presentation was torn and unattractive.
“The gift wrapping was done very poorly.”
Reviewer experienced very poor customer service and will not buy again.
“Worst customer service!!!! Zero stars! Horrible!”
Purchased bracelet fell apart on second wear and customer service refused repair.
“When wearing it for the second time it literally fell off her wrist and is broken.”
Terrible, unresponsive customer service left the issue unresolved.
“Basically just give you the middle finger and then stop talking to you.”
Paid for specific-day delivery but the order was not delivered as promised.
“£15 for delivery on a specific day, but unable to deliver.”
Jewellery is stunning but shows wear and seems overpriced for its quality.
“the jewelry was absolutely stunning, just as it appeared on their website.”
Bracelet was lost due to a faulty clasp after limited wear.
“My Beloved matrix tennis bracelet was lost yesterday.. I believe this was due to the terrible clasp on the bracelet.”
Clasp broke and the repair process was slow, confusing and unresolved.
“they just keep saying the warehouse is yet to confirm receipt”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Swarovski is an Austrian company founded in 1895 that makes precision-cut crystal and related products. It produces crystal jewellery, watches, figurines, and home décor items. Swarovski sells through boutiques, department-store concessions, and an online store in multiple countries. The business provides repair and aftercare services for watches and jewellery and employs dedicated retail staff in both flagship and local stores.