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
Ring plating deteriorated after three years and other items showed similar wear.
“We know swarowski is not top mark and ist only plates”
Bracelet lost a stone and the purchase felt not worth the price.
“I purchased a bracelet the stone came out I spent 229.00.”
Watch discoloured after a few weeks and warranty covered only crystals.
“after only 3 weeks—and just 4 wears—the back has already faded and changed colors.”
Website stock error and gift wrap was minimal and required repacking.
“I had to request tissue paper, which was provided, and then had to repack it myself.”
Product listed as returnable but customer service denied the return, confusing policy.
“it stated that the item was returnable for 30 days”
Watches sent for battery replacement remained unrepaired for many months.
“You will pay hundreds of dollars and they are disposable.”
Watch sent for a simple service faced long delays and poor communication.
“They said it would have to be sent away.”
Jewellery fades and loses shine quickly, reviewer strongly dissatisfied.
“All their jewelry starts to fade out like all of them from rings to necklace earrings.”
Express delivery failed and customer service wait times were excessive.
“According to UPs they never picked up for delivery”
Ordered Christmas gifts did not arrive and customer service was ineffectual.
“The products I paid for have not arrived; they were Christmas gifts.”
Order delayed and delivery dates repeatedly changed, causing non-receipt.
“Not despatched yet 10 working days since placing the order”
Store overcharged and customer service refused to process a refund.
“Poor customer service, overcharged and refused to refund”
Sold a faulty bracelet that broke on first wear and staff refused help.
“I was sold a faulty bracelet”
Assistant manager Bryony provided excellent customer service in Derby.
“Best customer service ever by the assistant manager Bryony in derby”
Online item much smaller than pictured and delivered after Christmas.
“the actual item I have got is small, I mean SMALL”
Item not delivered and told it was returned due to a warehouse error.
“your package has been sent back to use due to a warehouse error”
Jewellery described as beautiful and well made.
“Beautiful well made jewellery.”
Reviewer compliments the beauty and exquisiteness of the jewellery.
“They are beautiful as well as yours, but yours are exquisite”
Bracelet broke twice and store/customer service refused proper warranty support.
“Purchased a £90 bracelet and within 2 months it had broken.”
Polite, friendly and professional staff made buying enjoyable in Norwich.
“Such polite friendly staff in the Chapelfield store in Norwich not pushy very professional and made buying fun”
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.