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Old 25.05.2013, 18:46
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Frustrating Experience - Swarovski, Marktplatz - Basel

Sorry for another complaining thread, but wanted to vent out my frustrating experience with Swarovski, Marktplatz - Basel.

Before I start the story, I want to clarify that it is nothing specific to Switzerland. I love my stay here and never had such experience before this. It is just to do with one of those people whom you'll find anywhere in every part of the world who are just not supposed to be doing the job they are into.

I wanted to buy something from Swarovski. I checked their online website and found something close to what I was looking for. However, I wanted to know how the items looks before purchasing it. Therefore, I went to this store in Markplatz. They had the same item but it was around 30 CHF more than the price online.

I was told by the lady in the store that it is better to purchase in shop as it will be easy to Change the Item within 10 days of purchase (if required). As I was picking something for my wife, I thought it will be good idea to pick it from a store. So, I purchased the item, came home and my wife wanted to change one of the CHARMs from the item.

We went back to store and could see a completely different reaction from the Lady. She wasted 15 minutes giving this or that reason for not changing it. I had to throw some statements to make her proceed to next step.

Next thing, the item we picked was 6 CHF less than first item. She said she cannot do it and we have to pick something of same price. I told her that we are okay to let go of 6 CHF but she did not agree. Wasted another 10 minutes. I then had to talk to the other guy in the store who agreed to proceed.

Then she wanted all the pairs of boxes and bags in which item was purchased. That sounded reasonable and we were missing one tiny box. I said we'll come next day with everything.

We went next day, wanted to be nice customers and wanted to pick another item. Then the same lady started another drama that she cannot find the bar code box of new item. She said if she cannot find the bar code box, the item is coming as 50 CHF extra than the display price and we have to pay that extra money.

I've had enough by now and was really pi$$ed. I told her either she gives the item with the displayed price and takes the return promised yesterday, other-wise I go through other channels. By this time she had enough too I guess and felt she did not have to get away and agreed to give items on the displayed price.

How hard was her to do this on the first day. So my suggestion do not go to this store. I don't remember her name but she is into her 40s and Assistant Boutique Manager. Very Very frustrating experience and I wish I had purchased something online. In the end the right thing was done. I got what I wanted and she gave what she was supposed to. But really not sure why she had to make her and my days miserable.
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Old 25.05.2013, 18:54
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

That is one frustrating employee you had to deal with.

Good on you as venting against her than Switzerland itself.
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Old 25.05.2013, 19:13
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

What a stupid cow!
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Old 25.05.2013, 19:24
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

I have been often in that store, had things changed, etc. and all the people working there at the time were very nice. It is sad you have to deal with this woman.

Could be worth to give a heads up to higher level management as they may not know all of this.

A friend of mine works for the company in Spain and I know that customer service is their priority. Since it is a big chain, maybe it could be the same for the CH management?

Very frustrating and I hope this wont happen again.

Good luck!
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Old 25.05.2013, 19:38
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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What a stupid cow!
Hey, that's my line!
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Old 25.05.2013, 19:45
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

Methinks you gave the lady a hard time, you must realize that you have asked her to do something outside of the parameters that she has been programmed to do.
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Old 25.05.2013, 22:18
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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I have been often in that store, had things changed, etc. and all the people working there at the time were very nice. It is sad you have to deal with this woman.

Could be worth to give a heads up to higher level management as they may not know all of this.

A friend of mine works for the company in Spain and I know that customer service is their priority. Since it is a big chain, maybe it could be the same for the CH management?

Very frustrating and I hope this wont happen again.

Good luck!
I will. There must be other good employees in the store and it will not be fair for the store getting bad name because of one.
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Old 25.05.2013, 22:20
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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Methinks you gave the lady a hard time, you must realize that you have asked her to do something outside of the parameters that she has been programmed to do.
If changing an item in a store is tough, then I am surely doing rocket science in my office every day
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Old 25.05.2013, 22:26
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

I've found that the majority of the workers here are very nice. HOWEVER, the return policies here dumbfound me. They really seem to discourage anyone from being able to return things here.

The other day, I was purchasing a shirt for my husband and wasn't sure if it would fit him. So I asked the cashier how long I'd have to return it and her response was, "One day."

WTF.
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Old 25.05.2013, 22:27
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

It's almost as bad as the Migros cashier, who only gives you one Twisty when you spend 39 chufs ........ anybody would think that it's coming out of their wages.
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Old 25.05.2013, 22:44
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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It's almost as bad as the Migros cashier, who only gives you one Twisty when you spend 39 chufs ........ anybody would think that it's coming out of their wages.
I was told/explained.. "It's a matter of principle" coz i had spent 19.10Chf so no twisty and my daughter of 6yrs looked on!!!
However have never had any problems with exchanging of any stuff here in Suisse..
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Old 25.05.2013, 23:18
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

I hate the bloody Twisties and those that come before them and those that will come after. Saying that, if one is of a forward nature you can be alert at the till and notice if someone doesn't claim them....just pipe up "I'll take your "piece of schitey crap" cos I've got a mate with three kids who has no chance of busting her food budget to acquire a full set for all of them. You'll be amazed at how many people are prepared to offer you their bounty!

Bugger!
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Old 26.05.2013, 00:29
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

I am sorry about your experience and maybe it was a salesperson specific situation?
I have had a different experience from dealing with the people at Swarovski Basel, I changed two items one because a stone had fallen, I wanted them to repalce the stone but they said they would change the whole item, I said fine. Then one of the charms I had bought for my bracelet did not fit properly as the hook was too small, they changed it immediately without questions.
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Old 26.05.2013, 07:59
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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Sorry for another complaining thread, but wanted to vent out my frustrating experience with Swarovski, Marktplatz - Basel.

Before I start the story, I want to clarify that it is nothing specific to Switzerland. I love my stay here and never had such experience before this. It is just to do with one of those people whom you'll find anywhere in every part of the world who are just not supposed to be doing the job they are into.

I wanted to buy something from Swarovski. I checked their online website and found something close to what I was looking for. However, I wanted to know how the items looks before purchasing it. Therefore, I went to this store in Markplatz. They had the same item but it was around 30 CHF more than the price online.

I was told by the lady in the store that it is better to purchase in shop as it will be easy to Change the Item within 10 days of purchase (if required). As I was picking something for my wife, I thought it will be good idea to pick it from a store. So, I purchased the item, came home and my wife wanted to change one of the CHARMs from the item.

We went back to store and could see a completely different reaction from the Lady. She wasted 15 minutes giving this or that reason for not changing it. I had to throw some statements to make her proceed to next step.

Next thing, the item we picked was 6 CHF less than first item. She said she cannot do it and we have to pick something of same price. I told her that we are okay to let go of 6 CHF but she did not agree. Wasted another 10 minutes. I then had to talk to the other guy in the store who agreed to proceed.

Then she wanted all the pairs of boxes and bags in which item was purchased. That sounded reasonable and we were missing one tiny box. I said we'll come next day with everything.

We went next day, wanted to be nice customers and wanted to pick another item. Then the same lady started another drama that she cannot find the bar code box of new item. She said if she cannot find the bar code box, the item is coming as 50 CHF extra than the display price and we have to pay that extra money.

I've had enough by now and was really pi$$ed. I told her either she gives the item with the displayed price and takes the return promised yesterday, other-wise I go through other channels. By this time she had enough too I guess and felt she did not have to get away and agreed to give items on the displayed price.

How hard was her to do this on the first day. So my suggestion do not go to this store. I don't remember her name but she is into her 40s and Assistant Boutique Manager. Very Very frustrating experience and I wish I had purchased something online. In the end the right thing was done. I got what I wanted and she gave what she was supposed to. But really not sure why she had to make her and my days miserable.
Wow unbelievable but unfortunately things like this seem to happen a lot. It's enough to make you miss people being more scared of losing their job.

Moral of the story is, buy it online next time, I guess?

Dan
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Old 26.05.2013, 09:02
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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I am sorry about your experience and maybe it was a salesperson specific situation?
I have had a different experience from dealing with the people at Swarovski Basel, I changed two items one because a stone had fallen, I wanted them to repalce the stone but they said they would change the whole item, I said fine. Then one of the charms I had bought for my bracelet did not fit properly as the hook was too small, they changed it immediately without questions.
Maybe I went to the store on one of her bad days. From my side, I was a really easy customer. I already chose the item online, went to store and was out within 10 minutes after purchase.
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Old 26.05.2013, 09:08
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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Maybe I went to the store on one of her bad days. From my side, I was a really easy customer. I already chose the item online, went to store and was out within 10 minutes after purchase.
Sounds to me like you were an extremely nice customer and they completely blew a chance to make you happy. If I understood correctly, I also find it amazing that it was the same person who told you not to buy it online, that made your in store buying experience horrible!

I would consider writing a letter to their main office.

Dan
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Old 26.05.2013, 09:08
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

In my experience, it is never so straight-forward to return things in Switzerland but your experience was a bit extreme.
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Old 26.05.2013, 09:16
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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I've found that the majority of the workers here are very nice. HOWEVER, the return policies here dumbfound me. They really seem to discourage anyone from being able to return things here.

The other day, I was purchasing a shirt for my husband and wasn't sure if it would fit him. So I asked the cashier how long I'd have to return it and her response was, "One day."

WTF.
No ! The cashier gave a clear and correct answer.

Sure, a new law which will improve the right-of-return for customers is in the pipeline. But will need its time to get through
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Old 26.05.2013, 09:19
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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It's almost as bad as the Migros cashier, who only gives you one Twisty when you spend 39 chufs ........ anybody would think that it's coming out of their wages.
-
- didn't that Migros cashier act accdg to rules ?
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Old 26.05.2013, 10:09
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Re: Frustrating Experience - Swarovski, Marktplatz - Basel

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In my experience, it is never so straight-forward to return things in Switzerland but your experience was a bit extreme.
That was the frustrating part. The only reason I chose to spend extra money in store was having this option of changing if required. After all, this was a jewellery item for my wife and no matter how hard we try, we guys can never get it right the first time.
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