spamtasticus

wasagirl

monica24u

In return I got a "sorry 'bout that" ho-hum response from corporate and to this day, the "good" employee at the store hasn't heard any praise from his manager or gotten any word about the glowing letter that was written about him.

Way to go, management....

Me.

The sales associate was super helpful and friendly, said lots of nice things about how well-suited the ring I'd been given was to my hands. When I bought the bracelet, she insisted on wrapping it in the blue box with the white ribbon even though it was for me because that little feature is such a nice experience. I love some of their stuff and will continue to shop with them. (This actually WAS San Francisco Union Square.)

kellyd

Despite the fact that I am a lawyer I just don't think you need to to assume people mean poorly, or people should start off (or finish) rude without trying to understand a situation and come to a win-win situation. Professionals should be just that - professional.

I was just noting that personal experience differs and that Tiffany's is far from consistent in how they treat their customers. I am not saying that they are a poor company, but that testimonies hold limited value (good and bad).

I admittedly had far better customer service at Marshall Fields (extinct) and L.L. Bean than at either Tiffany's, Nordstroms, or other highline stores, but then I am not overly impressed by "pandering" or sucking up when I do not get what I am (hopefully reasonably) asking for.

Curiosity

If you're going to spend on Tiffany's, make sure it's not a dead-common item... Otherwise, nice story :)

That70sHeidi

I, too, have shopped at Tiffany here in Toronto a few times and have had only very pleasant experiences with sales clerks. Perhaps the level of service is dependent upon the location? Still, it sounds like you guys got the shaft, for sure. If I had that experience, I'd avoid shopping there, without a doubt. I'd also probably write a letter to head office afterwards.

seeldee

However this is not always the case, when a friend of mine was returning a ring when I was with her b/c it was given to her with scratches on it. (I know for a fact the box was not opened before being given to her and they knew it was a gift), Tiffany's:

1. Would not return it,
2. Asked if the customer would like to speak to a manager (a no brainer), and
3. The manager explained that they could not take it back b/c it had scratches on it and they would never sell something of that quality and she must have done it - insinuating that my friend intentionally damaged the ring and then pulled out their return "policy" to justify their actions for not returning it.

I found this utterly insulting considering she just wanted an exchange for a non-damaged item and had everything in order.

While Tiffany's finally did make it right they only did so because I pointed out that they were not only insinuating that my friend was a liar (and almost causing her to cry), but also that I would not back down till they made it right and they had the responsibility to make it right.

What I learned:
1. Tiffany's values their reputation. I simply don't think that a customer has to state loudly that Tiffany's has a certain reputation to uphold in order for they to uphold it - though I do give them credit that they thought that their reputation was important.
2. Tiffany's applies their standard sometimes only if they will be embarrassed by it.
3. Tiffany's can do the right thing.
4. As they stated to me when they saw I was becoming angry when they would not honor a routine rejection of goods upon inspection exchange - "We are like every other jewelry store our responsibility ends when it leaves the store."

Curiosity

Now that is customer service!

seeldee

I do hope people realize what you are paying for when you go to Tiffany's - nothing more than the guarantee that they will have a high quality of product and look after your interest more than others. This is the premium that you pay for and realize that it is LIMITED. Their return policy is no great shakes (and is certainly not L.L. Bean) and states -

"Articles are accepted for credit or exchange in the U.S. if returned in saleable condition within 30 days, accompanied by a sales receipt. Returns may be sent to our Customer Service Center, or you may take your return to any of our retail stores in the U.S.

A refund will be made to the purchaser upon request if payment has been received. Gift recipients are entitled to a nonrefundable merchandise credit. To return or exchange your gift selection, please follow the instructions included with your package."

Unless you are going for a trademarked look, or buying the image you can get a larger diamond or better things other places for the same price.

[www.diamond.info] is a good forum for educating yourself so that you can tell quality. I particularly like their negotiation primer which points out things like:

"What does a new car, expensive jewelry, and a home have in common? Their respective transactions all involve a large sum of money... and in any such transaction, it is worth the seller's time to try to "tailor" each deal to maximize the amount of revenue that can be extracted out of every individual buyer. Economists call this "price discrimination" and it simply means that you will pay more if the salesperson detects:

Curiosity

I'm surprised they gave anyone an item for free, it is very rare and unlikely for them to do so (usually in these cases they send out a new one if there is a problem with shipping and file a claim with UPS, with the intention of getting the merchandise or the price back).

The commission for sales associates, even the fine jewelry ones, does not top 2%.

If a sales associate ever gives you a rude or chilly reception, let the manager know. The company HATES that anyone would leave Tiffany's feeling marginalized, and knows happy customers are more likely to return. The employees are trained to give the best experience possible, even if you are not buying (however... Christmas rush is an entirely different story, it gets HECTIC very quickly and it's hard to accommodate everyone involved).

LoLoAGoGo

1) if you used realistic examples. You cited a $330 ring and claim it should cost $30. A quick check of comparables showed far simpler rings (single-metal, no design) selling for $100 at pure discount retailers.

This (at a minimum) indicates that you're exaggerating the issue by a rather huge amount.

2) if you weren't rude. "Go buy some bottled water"? Give me a fucking break.

3) If you took people's arguments seriously. I've done the financial analysis and shopping at shitty stores won't make any measurable difference in my quality of life, at all, assuming that my career doesn't completely crash and burn.

It won't mean a vacation house, a college education, or aynthing else like that. If I shop at shitty stores, and hate it all, my sole reward will be a slightly larger number in my bank account when I die.

(And for what it's worth, I'm a CFA, so it's not like I'm simply failing to understand the value of money.)

ihateauditions

Unbelievable. The middle class verbally/literarily annihilating each other over how much a luxury retailer values their money! Did you know that Tiffany raised their prices on their cheap bracelets this past holiday season because there were alarmed that 13 year olds everywhere were hawking them? They are quietly seeking ways to price out wannabe aspirational shoppers that really can't afford them in the first place. Tiffany does not want to become the "Coach" of jewelry. A true luxury brand is not accessible to Homer & Marge Simpson.

You should buy jewelry at the diamond district in downtown L.A. But that's really a gamble, right? ha ha ha OK, carry on.

THEREWILLBEFOOD

chandler in lasvegas

Tiffany current runs on approximately 50-60% gross margins. Interestingly, this is almost identical to down-scale jewelers like Zales, Caldwells or Bailey Banks and Biddle.

If you want more bang for the buck, you really need to hit the online retailers like Blue Nile (or on the low-end, Bidz). But there, you lose the ability to see the pieces in person prior to purchasing. Both of them run on 20% gross margins (lower overhead allows it, obviously).

but the idea that Tiffany is pure mark-up is a falsehood. I say that as a satisfied Tiffany's shopper, and as a TIF shareholder.

ihateauditions

I spend a little more, but I can be sure that nearly every aspect of the shopping experience (including problems) will be handled in a way that doesn't leave me frazzled and distracted.

Life is too short to pinch every penny. When I die, my net worth might be a hundred thousand lighter than it would've been if I banished high-end retailers, but so what? I would've spent my whole life hating shopping, instead of enjoying it. Bad trade.

ihateauditions

chandler in lasvegas

kerry

chandler in lasvegas

I got my ring a couple of days later and I am pretty sure she called me to let me know it was going out. I was very impressed by the customer service.

ManicPanic

astruc

velvetjones

I am usually the first to say that brand loyalty is a foolish endeavor, but this won me over.

intelligentselection

When he bought me my first Tiffany pendant, he went up to the counter where a sales rep was standing, only to be pretty much ignored.. a younger rep finally came by and asked him if he needed any help, to which my boyfriend replied by pointing at the pendant and saying, "I'll take that one." The original sales rep, from what he told me, looked pretty pissed that she didn't get any commision.. but that's what you get for discriminating!

jhuang

deadlizard

Eh, we're making the same point, we just disagree on the threshold. One should buy quality products. I'd rather see someone buy from Target than from Tiffany, because either way they're getting the same shoddy product but at Target they're not paying a packaging surcharge.

descend

UpsetPanda

ceejeemcbeegee

MommaJ

Watch this, I'm going to out-snob you.

Most of the offerings at Cartier, especially their watches, are cheap junk. You're paying 5k for a $20 quartz movement that was put into a $1000 case. When it comes to the quality of the watch, Wal-Mart is just is good. But, people like you and me don't buy Wal-Mart watches because we like the status of the Cartier, just like people buy Tiffany necklaces because they like the status. Cartier isn't high end, at least not in quality.

Patek Philippe is high end.

scoli83

You come off a bit douchey in your response to my post, good luck to you and all that money you have to spend.

PICKLES

jaydez

howie_in_az

arch05

UpsetPanda

You're missing the point: the offerings at Tiffany are cheap junk, but with an extra 500% markup slapped on. Tiffany isn't high end, regardless of how many housewives are willing to fuck for the little blue box.

Cartier is high end.

descend

I only wish my in person shopping expeditions to Tiffany stores (San Francisco, Union Square) were as successful. I've alway's found their in-store sale associates to be Disingenuous at best. Be warned if you've not shopped there before. They're hawkishly commission oriented. While introducing my step-daughter to Tiffany's on a shopping expedition they treated her with disdainful rudeness because she only bought some silver pearl earrings. They were obviously on the lower end of the Tiffany spectrum but tastefully respectable for a first time buyer. She has nothing good to say about Tiffany's.

DCGaymer

FCAlive

Yes, their products are pricey, but they've been around for a long, long time, and have many, many dedicated customers.

SteKos

But yeah, it's amusing to read the comments. Buy cheap? "Of course you get no service". Buy expensive? "Why would ANYBODY want to pay for service?"

I miss the days when commenters were axed for being idiots.

Xkeeper

Trai_Dep

A business only gives exemplary customer service because of one reason: a cost/benefit analysis of keeping or losing customers.

People who buy $2000 items from Sears get the shaft, and people who buy $20000 cars barely get a fair deal.

How much you pay is a sign of how much you are worth to them.

KJones

chikinpop

By far most people here have basically said 'Price be damned' the service is worth it.

EmperorOfCanada

UpsetPanda

How things are skewed from one extreme to the other.

Way to go Tiffany. Thats how you keep customers, and make new ones! I've never been into jewelry (and haven't dated anyone who was) but if I have the occasion to need something, I'll be looking in that direction.

stopNgoBeau

nrwfos

PMinDC

boxjockey68

Frostberg

Basically, you get what you pay for.

If you go to somewhere like Tiffany's or even Nordstrom you get better service than Target or Wal-Mart.

xl22k

PICKLES

ajones4

"a consumerist would never shop at tiffany in the first place!"

-what WOULD a consumerist do, then? Buy a cheap, fake piece of jewelry that will tarnish or break within a month of use?

Sure, Tiffany is expensive but with that name you also get quality and customer service. If you have a Tiffany piece and it happens to break 10 years down the line, you can return to any location and have it repaired.

If a person spends 300.00 on a Tiffany necklace that will last them for the rest of their lives, I'd say there's alot more value behind that than spending 40.00 on a necklace that won't last 6 months before it needs to be replaced.

It's like buying a Hundai or a Honda...

listenherebub

xtc46

kepler11

A CONSUMERIST
WOULD NEVER SHOP AT TIFFANY IN THE FIRST PLACE!

chandler in lasvegas

fredmertz

xtc46

My experiences with Tiffany make me think that this is totally believable.

DAK

zingbot

antisocial

ChrisC1234

ChrisC1234

quiksilver180

Rawkus

barfoo

I highly doubt a company like tiffany would fabricate such a thing to drum up sales, but hey i clicked the link and checked out what they had to offer.

With a slump in consumer spending I'm sure jewelry sales are down, and a tactic like this could certainly increase sales/confidence in this company. The fact that this happened a month ago is probably the weirdest part though.

Rawkus

BugMeNot2

xtc46