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September 2025 by M A
On Saturday, Sept 13, 2025, my family and I visited the Swarovski store at Memorial City. My mom is disabled and walks with a walker. While we were browsing the small trinket section, she and my grandmother gently touched one of the items. Immediately, the store manager, Delia, came over and said in a rude tone: “Uh, if you guys are gonna touch anything, you need gloves for that.”
There were no gloves available anywhere in the store and no signs saying we couldn’t touch the items. Instead of respectfully explaining, she spoke down to us. My mom told me Delia even looked her up and down, threw her hands in the air, shrugged, and said “Excuse me” in the nastiest way before walking off. It made my mom—who was already trying to shop carefully with her walker—feel singled out and very uncomfortable.
Isn’t it the responsibility of a store manager to maintain the store and clean up after customers if needed? Why treat respectful customers—especially someone disabled—as though they were doing something wrong?
Because of this, we left and I didn’t buy the early birthday gift I had planned for my mom. Swarovski is supposed to represent elegance and hospitality, but this experience was the exact opposite. And after reading other reviews, it doesn’t surprise me that Delia’s name shows up multiple times for being rude and insubordinate. Clearly, this is a pattern that needs to be addressed.
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June 2025 by nicole n
Delia was incredibly rude and unhelpful. I went to the Memorial City Swarovski to return a pair of earrings I had exchanged, still brand new, never worn, with the box, tags, and receipt.
She gave me a bunch of excuses:
First, she said I was past the return window (I wasn’t, I had one day left)
Then she said I didn’t have the original receipt (so I emailed it)
Then she said my card wasn’t on the receipt (it was clearly printed at the bottom)
Finally, she said you can’t return an item after an exchange, but that’s not listed anywhere. Not on the receipt, not on the website, and not posted in the store.
When I asked to see that policy, she glanced at my receipt, said she’d make an exception, tried to process it, then claimed the system wouldn’t let her. She said she refunded it but “bought it back” because accounting would question it. Then she just told me “I don’t know what else to tell you.”
The whole time she was cold, defensive, and clearly didn’t want to help me. It felt like she never intended to issue a refund at all and just wanted me to leave.
Customer service told me I was within the return window and said they’ve had complaints about this “gray area” before. They said they’d escalate it, but I haven’t heard back yet.- i heard back and after EIGHT whole days my refund was processed. which i have to point out is absolutely ridiculous and very obviously not customer-centric.
Honestly, this was one of the worst customer service experiences I’ve had. For a brand like Swarovski, it was really disappointing.
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May 2025 by Samantha Muniz
The best customer service I’ve ever received, a woman with curly hair helped me when I came in asking for a bracelet repair today and she replaced it with a new one, I’m so grateful! I wish I got her name she was so generous!
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May 2025 by Janquely Gomez
I purchased a cross necklace 2 years ago and I loved the quality so I came back again a few months ago and bought a ring. After just a few weeks, the diamonds started falling and turning my skin green ?? I went back to do an exchange and got a different one, shortly after it started doing the same thing. So I went back and got another one and literally within the week, 3 small diamonds fell.
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May 2025 by Jaume Hernandez Casado
Thank you Eren, one person does make a difference.
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January 2025 by Spamie
AWFUL customer service from Delia.
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December 2024 by Ari
Incredible staff, I don’t know much about women’s jewelry but they walked me through multiple rings before helping me choose the right one. 10/10 best Swarovski location and experience.
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May 2024 by Monica
Karla and Brian have helped me so much in the return of my ring, which unfortunately wasn’t the perfect fit for me. Will definitely come back and recommend their crystals as well as this store customer service ??
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May 2024 by Manda Rambaran
Isabella and the rest of the staff took great care of me, and wrapped the birthday present I purchased beautifully.
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May 2024 by Manda R
Isabella and the rest of the staff took great care of me, and wrapped the birthday present I purchased beautifully.
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April 2024 by Ilian
Karla and Brian have helped me so much in the return of my ring, which unfortunately wasn’t the perfect fit for me. Will definitely come back and recommend their crystals as well as this store customer service 🩷🩷
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December 2023 by Katherine Voitle
I went in looking for a specific item today and I mistook the item for another one. The associate, Eliana, noticed me and helped me find the right item. She was extremely helpful, friendly, and made my experience a super positive one. One of the best customer service experiences I have had!
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August 2023 by Simone
The new Manager of this store Brayan Lopes is amazing! He exchanged a bracelet that I bought from another Swarovski store. I’m impressed with his customer service skills and how he followed up the process. Great behavior! Thank you!!
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August 2023 by Simone Sellers
The new Manager of this store Brayan Lopes is amazing! He exchanged a bracelet that I bought from another Swarovski store. I’m impressed with his customer service skills and how he followed up the process. Great behavior! Thank you!!
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January 2023 by Munzer Tlas
Very disappointed, my wife picked a necklace, and we told the salesman that we wanted it, and we started looking for more pieces to pick, at the time the salesman changed the price of the necklace to a higher price, however we still bought it because we love Swarovski, but that was a cheap move.We will still buy their pieces, but be carful people, it’s a desperate world out there.
