Nina Vatan
I contacted Tiffany by phone to enquire about the availability of a card holder in Sydney. I was told that the only store with stock was the Pitt Street store. As this was a special gift for my partner, I also asked about engraving and was advised that the item could be machine-engraved in store at the time of purchase the following day. I was also told that the Pitt Street store would contact me shortly to confirm and place the item on hold. I never received that call. When I went to the store the next day to collect the item and have it engraved, I was told that nothing had been placed on hold under my name and that they would need to check whether the item was still available or had already been sold. After waiting approximately 10 minutes, the sales associate returned with the card holder but then advised that engraving could not be done in store, as the machine in Sydney could not be used for this particular product. I was instead told that I could return at any time with my receipt to have it engraved, at which point it would be shipped to Melbourne for hand engraving, taking up to two weeks. Two weeks later, I returned to the store to drop off the card holder for engraving. I was immediately told at the door that walk-ins were not accepted and that engraving was by appointment only, with bookings fully scheduled weeks in advance. I explained that I was simply dropping off the item, especially considering there were multiple staff members available with no customers being attended to. Turning away a customer under these circumstances reflects very poorly on Tiffany’s service standards. The staff member spoke to me in a condescending tone, explaining that engraving is a “very intricate process” requiring an appointment. Before this, I had no idea that selecting one of three available fonts would be such a significant undertaking. I then attempted to book an appointment myself and discovered that engraving appointments were fully booked until the end of January. I contacted online support to explain the situation and was told someone would contact me “to see if they could slot me in.” I later missed a call from a “No Caller ID” number, leaving a VM please advise what time suits you to "slot you in". Given the call is from a no caller ID number, I can't return the call or send a text! Overall, this experience was absolutely frustrating, and far below the level of service I expect from Tiffany. Needless to say, this would be my last purchase from Tiffany.
