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November 2024 by Wishwa Mahela
I recently had the pleasure of being assisted by Urarin at the SWAROVSKI store in Guildford Mall, and I am compelled to share how exceptional my experience was. Urarin’s friendly demeanour and outstanding customer service skills reflect highly on both her and the Swarovski brand. She turned what could have been an ordinary shopping experience into a delightful one. I will definitely return to this location and recommend it to others, thanks to her excellent service. ?
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June 2024 by Jasmine Jass
great service!!!
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April 2024 by R H (R)
Alice in a Crystal WonderlandGaze at sparkling diamonds, watches, and pendants that have been finely designed by talented jewelers at Swarovski.
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March 2024 by Sasha Sky Walker
I purchased a bracelet from Coquitlam with a clip that broke almost immediately. As it was under warranty, I got a replacement from Surrey (closer to home) that did the exact same thing. I came back to Surrey and originally wanted a refund as I was quite upset that this item did not function properly but was unable to see the manager that day.I went to West Vancouver the next day and was absolutely appalled by the customer service there. The ladies immediately looked at me with mocking smiles and told me "uhmmm there's nothing we can do, you clearly were told this is a one time exchange as the warranty says" which I was not. I was just given a replacement. I asked for a store credit or exchange, and they said, "yaaaa no, we are not going to do that". No apologies, no compromise, not even speaking kindly to me. Horrid.That same day, I went to Surrey, back for a third time to Swarovski, to meet with the manager, Sofie, and at this point after driving something like 300 km, I was absolutely done and ready to throw this bracelet away. Sofie not only welcomed me, but she was kind and assisted me the entire time to exchange for the value of my original purchase. She was informative and engaged. She showed me things I didn't even know I would like, but she knew. Instead of turning me away or simply giving me a refund and telling me to leave, she kept me as a customer who will return. She offered me an exchange for anything in store within the budget. I ended up getting a gorgeous ring and bracelet set and even a pen!Thank you so much, Sofie! As a manager myself, there is always something that can be done instead of just turning people away because you dont feel like doing your job that day. I was horrified at the service I got elsewhere and am aware of how easy it is to simply be kind to another human and how much it can mean.GIVE THIS WOMAN A RAISE!
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November 2023 by Gavin Sanghera
Terrible customer service at this location. I asked a simple question about price matching because I had just bought a necklace, bracelet and earrings few days ago and noticed that it was on sale now. The employee Isiah said they don’t price match and that I wouldn’t get the same Black Friday deal for that item in their store which doesn’t make sense because logically it would be the same as returning the items I just bought a few days ago and buying the same ones online or at a different location. Then I proceed to tell him that I would just be returning the item and if they can’t sell it to me at the current price then I would just order it online. Then he tells me that I can’t do that which I then argue that it is on the receipt that I could return unworn and unused items within 14 days. I told him if he can ’t price match its fine and I could do it in different transactions whether I buy it in store or online. He told me I shouldn’t order online because it would take too long to receive and said he could hold the item in store to do the price difference which is very confusing and contradicts everything he said prior. He confirmed that he would put the item on hold for the following day at 7pm but calls me back 5mins later to tell me he can only hold the item at exactly 9am no later. I told him that’s fine and I would go to a different location to do my return and purchase, then a few seconds later he tells me that he can now hold it for 4 days. At that point I was fed up by his unprofessionalism and lack of customer service and communication. I would rather drive to a farther location for assistance. Very disappointing experience. I would not recommend going here! I would give it a 0 if I could but since I can’t a 1 will do.
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November 2023 by Madison Cannell
Such a pleasant experience holiday shopping with Sophie, thank you very much for your patience and help. My family and I are super happy:)
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November 2023 by Hemang
Nice staff Sofie was really helpful
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November 2023 by Shalane MacKay
Highly disappointed with the store. Walked in to get help regarding earring my husband had bought me last year as they were turning green. (Granted I didn't have them on me, I was just looking for info) I described the situation, and I asked if they had a way to service them and that I was happy to pay. They were unsure at first and concluded that unless a stone needed replaced there's nothing they could do to help and that because of when my hubby bought them, they were likely not under warranty.
I was genuinely looking for recommendations on how to care for their product and was surprised no further recommendations were made. I shouldn't have to ask things like....Do you have a cleaning solution? Are you sure, there is no servicing or repair I could pay for or a referral to somewhere? Does your manager know?
Having worked in the service industry all my life, the curt approach and unwillingness to even try to make a recommendation or find another solution was wild! Bare minimum see a sales opportunity to say, would you like to purchase a replacement?
Finally, I asked to have the manager give me a call, I'm just trying to get help! They did call back the next day... I'll give them that. But it wasn't the manager, it was the same girl saying, I talked to my manager there's nothing you can do about it. Not even, "Hey Bring the earrings in so we can look at them.".
Somehow, I just found it hard to believe that we have nothing that can be done. So I chatted online with Swarovski direct.
In 15 minutes, the rep informed me that indeed it was still covered, and they would be sending me replacements right away, directly to my house.
Dear Guilford Town Centre Location, please learn from your online team on how to create a good customer service experience and be helpful.
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November 2023 by Navneet Navi
One of the Customer service representative started laughing when I showed some idea of necklace on my phone. Please respect and respond professionally.
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June 2023 by Suzanne Vethanayagam
The worst place to shop, very racist . I went twice within the last week they just ignored me and would not help me.I didn’t get the name of the Asian girl but she spoke to me as if I was try to steal from the store.Do not patronize this store this is not my first time
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April 2023 by Anna Sky Dancer
My favourite Swarovski store.The customer service representative Hero and her manager go above and beyond for the customers.
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January 2023 by Mary
The customers service is great! And if course all the beauties you can buy here it's perfect!
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January 2023 by Nour A.
Highly Disappointed with the service that was provided. It was my mother's and I first time visiting the store yesterday December 30th during the afternoon, a lady with black hair wearing a mask came up to us and was not very polite. When we asked her about a specific necklace she started by saying that the crystal is not real and when we questioned why it was that price if it isn't real, she replied with a very rude attitude and then basically walked off without asking us if we need any other help. unfortunately, with this type of customer service I would not recommend going there.
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December 2022 by Shalane Wellard
Highly disappointed with the store. Walked in to get help regarding earring my husband had bought me last year as they were turning green. (Granted I didn't have them on me, I was just looking for info) I described the situation, and I asked if they had a way to service them and that I was happy to pay. They were unsure at first and concluded that unless a stone needed replaced there's nothing they could do to help and that because of when my hubby bought them, they were likely not under warranty.I was genuinely looking for recommendations on how to care for their product and was surprised no further recommendations were made. I shouldn't have to ask things like....Do you have a cleaning solution? Are you sure, there is no servicing or repair I could pay for or a referral to somewhere? Does your manager know?Having worked in the service industry all my life, the curt approach and unwillingness to even try to make a recommendation or find another solution was wild! Bare minimum see a sales opportunity to say, would you like to purchase a replacement?Finally, I asked to have the manager give me a call, I'm just trying to get help! They did call back the next day... I'll give them that. But it wasn't the manager, it was the same girl saying, I talked to my manager there's nothing you can do about it. Not even, "Hey Bring the earrings in so we can look at them.".Somehow, I just found it hard to believe that we have nothing that can be done. So I chatted online with Swarovski direct.In 15 minutes, the rep informed me that indeed it was still covered, and they would be sending me replacements right away, directly to my house.Dear Guilford Town Centre Location, please learn from your online team on how to create a good customer service experience and be helpful.
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November 2022 by Russell Sutherland
Friendly and helpful
