The supplied reviews show recurring concerns about product durability—especially broken clasps, plating loss and stones falling out—and multiple reports of watch faults. Many customers describe unsatisfactory after-sales handling, including requests to pay price differences, vouchers instead of refunds, slow returns processing and limited repair options. Communication and delivery updates are commonly cited as poor or unresponsive, which has amplified dissatisfaction. A minority of shoppers praise helpful individual staff and positive purchases. Consumers should keep proof of purchase, check warranty and returns policies before buying, and consider purchasing where local store support is available if aftercare is important.
Examples from available reviews (Oct 2017 – Feb 2026).
The watch developed faults and Swarovski refused to offer a refund.
“All sparkle and no quality”
Outstanding in-store service from Wojciech prompted continued customer loyalty.
“he is the reason why we have been shopping with yourselves for so long”
Gold plating flaked off and the chain turned out to be plastic.
“all the gold plating had flaked off the 'chain'.”
Clasp broke and the repair process was slow, confusing and unresolved.
“they just keep saying the warehouse is yet to confirm receipt”
Many reviews report poor in-store and after-sales handling: refused refunds, limited repair options and unsatisfactory warranty resolutions.
Shoppers frequently say products did not match their price: complaints about plating loss, missing stones, and being asked to pay differences or accept vouchers.
Users report problems with ordering and cancellations, inconsistent gift wrapping and delivery timing; a few positive dispatch experiences noted.
Numerous accounts describe faulty clasps, plating flaking, stones or crystals falling out and watch defects across jewellery and timepieces.
Multiple reviewers describe unresponsive customer service, missing replies, delayed returns acknowledgement and poor delivery updates.
Most reviewers report dissatisfaction driven by quality and support issues, though isolated reviews praise individual staff and products.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: February 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 the late 19th century and known for precision-cut crystal products, including jewellery, watches, figurines and accessories. The brand operates a global retail network of physical stores and an online shop, and is commonly searched for by consumers looking for crystal jewellery, gift items and decorative pieces. People researching Swarovski reviews typically compare product durability, after-sales support, warranty and delivery experience alongside product appearance and price.