Customer Service Dead at Tiff’s

[efleon]

At this exact moment I am standing in the middle of the Short Hills Tiffany store like an idiot while the lady runs back and forth with an iPad and my diamond ring just sitting unguarded on the counter.
I came in for a simple repair.
A big sign in front of the customer service lounge says it’s closed please see an associate!
I asked and she said it’s closed for good!!!
I am definitely NOT happy.
...oh wait! Now I asked about an earring back and she scurrying back and forth while I’m still standing here!!!!
They have perfectly lovely sofas in the lounge but I’m leaning on a glass counter.
What the h#ll is going on?!?!?!

 

[LittleStar88]

At this exact moment I am standing in the middle of the Short Hills Tiffany store like an idiot while the lady runs back and forth with an iPad and my diamond ring just sitting unguarded on the counter.
I came in for a simple repair.
A big sign in front of the customer service lounge says it’s closed please see an associate!
I asked and she said it’s closed for good!!!
I am definitely NOT happy.
...oh wait! Now I asked about an earring back and she scurrying back and forth while I’m still standing here!!!!
They have perfectly lovely sofas in the lounge but I’m leaning on a glass counter.
What the h#ll is going on?!?!?!

Soooo... Did you eventually get things fixed?

Sounds like she was doing her best to help and you were waiting patiently while she figured it out. Maybe she was new and doing her best to make you happy.

If you were standing there being ignored, now that is another story.

 

[efleon]

I wasnt ignored but I had to hunt an associate down and she was clueless as to how to intake a repair.
My point is that we all know we pay a premium for Tiffany but part of the bargain is that you get to own a piece of luxury regardless of whether it’s a small silver piece or a huge diamond ring....and both customers are treated with the same graciousness.
It’s part of the greatness of such an iconic American brand.
And the customer service lounge is (to me at least) the epitome of luxury. You go into a quiet beautiful space with soft music and thick carpet and you get to discuss your repair/engraving/issue etc in private with a trained service representative.
In short, you feel like you belong, that Tiffany cares and that you are speaking with a professional.
Taking that away devalued the “experience” (it was unpleasant standing in middle of store while the lady kept running back and forth) not to mention the two issues I had were not handled well. My ring sat on the open counter and at one point the front door security guard left his post to go find her after he saw I was waiting so long!!!
This was a Tuesday morning with no other customers in the store. Can you imagine if it was busy!?? No sales associate is going to be happy to help you with a silver jewelry repair on a Saturday afternoon if they could help a newly engaged couple looking at wedding bands instead...I shudder to think of the poor ppl standing around the store holding silver baby cups waiting to be engraved in that type of situation! Yikes!!
I have a lot of Tiffany but frankly I’m not anxious to buy more at this point.

 

[JessicaRabbit1]

I wasnt ignored but I had to hunt an associate down and she was clueless as to how to intake a repair.
My point is that we all know we pay a premium for Tiffany but part of the bargain is that you get to own a piece of luxury regardless of whether it’s a small silver piece or a huge diamond ring....and both customers are treated with the same graciousness.
It’s part of the greatness of such an iconic American brand.
And the customer service lounge is (to me at least) the epitome of luxury. You go into a quiet beautiful space with soft music and thick carpet and you get to discuss your repair/engraving/issue etc in private with a trained service representative.
In short, you feel like you belong, that Tiffany cares and that you are speaking with a professional.
Taking that away devalued the “experience” (it was unpleasant standing in middle of store while the lady kept running back and forth) not to mention the two issues I had were not handled well. My ring sat on the open counter and at one point the front door security guard left his post to go find her after he saw I was waiting so long!!!
This was a Tuesday morning with no other customers in the store. Can you imagine if it was busy!?? No sales associate is going to be happy to help you with a silver jewelry repair on a Saturday afternoon if they could help a newly engaged couple looking at wedding bands instead...I shudder to think of the poor ppl standing around the store holding silver baby cups waiting to be engraved in that type of situation! Yikes!!
I have a lot of Tiffany but frankly I’m not anxious to buy more at this point.

Have you spoken with the store manager? maybe go in again and ask to see a store manager and explain your service. it can be super annoying I get issues at cartier all the time. I usually tell the store manager so they can improve their service for the next person and for your next purchase.
sorry you have had this experience. I had a regular SA at tiffany (my local store) she was amazing but recently left due to her father passing away and needing time off. So the store manager handles my sales now which makes it easier and he is amazing too.
sometimes we just go when theyre stressed. maybe she was flustered because the client before you screamed at her. definitely speak to someone and see if they can do some extra training with her or get her on track again.

 

[amateurjeweler]

I purchased a gift around the holidays last year and the SA had a weird electronic contraption on her arm that she used to slide my credit card. It might be cool at a tech store, but I thought it was silly for Tiffany. Other than that minor complaint, I feel like their CS has always been fantastic.

 

[BlingItOn]

At this exact moment I am standing in the middle of the Short Hills Tiffany store like an idiot while the lady runs back and forth with an iPad and my diamond ring just sitting unguarded on the counter.
I came in for a simple repair.
A big sign in front of the customer service lounge says it’s closed please see an associate!
I asked and she said it’s closed for good!!!
I am definitely NOT happy.
...oh wait! Now I asked about an earring back and she scurrying back and forth while I’m still standing here!!!!
They have perfectly lovely sofas in the lounge but I’m leaning on a glass counter.
What the h#ll is going on?!?!?!

My last two experiences in the Short Hills location were also odd. I wanted to buy an engraved pendant for a friend on a slow evening this past June. I was assisted right away, but it took the sales associate and the engraving “expert” maybe 45 minutes to figure out how to do the very simple engraving, which was done in moments by a computer-assisted machine. It also required several rounds of practice on the actual piece I was purchasing—they covered it in Scotch tape for practice. Needless to say, I did not want to see how the sausage was made! I only realized after I brought the piece home that their Scotch tape practice method resulted in a few scratches on the piece. The second instance was just last month, to buy a housewarming and baby gift. These transactions were smoother, but I was left sitting around for about 20 minutes while the items were being wrapped. The wrapping took longer than item selection process, and just doesn’t feel impressive anymore for a luxury item.

 

[fabuleux]

At this exact moment I am standing in the middle of the Short Hills Tiffany store like an idiot while the lady runs back and forth with an iPad and my diamond ring just sitting unguarded on the counter.
I came in for a simple repair.
A big sign in front of the customer service lounge says it’s closed please see an associate!
I asked and she said it’s closed for good!!!
I am definitely NOT happy.
...oh wait! Now I asked about an earring back and she scurrying back and forth while I’m still standing here!!!!
They have perfectly lovely sofas in the lounge but I’m leaning on a glass counter.
What the h#ll is going on?!?!?!

Clients like you is why it’s hell to work in customer service.

 

[A1aGypsy]

I’ve always thought the repair lounge was kind of silly. A client getting a repair isn’t you best revenue. Why create a location for them to wait? Keep them out on the floor where they might wander around and find something else to buy. Have the lounge for the high end customers purchasing the $$$ pieces. Added security and lux experience for the customers paying for it.

The last few newly renovated Tiffany’s I have been in have a couch and arm chairs set up at the back of the store. When I go in to meet my SA I usually just flop there when I’m tired of looking. That way you are also not removing a second set of eyes (the SA) from the sales floor when they are filling out the repair paper work and your store looks busier which helps business.

 

[kbell]

I’ve always had great service at Tiffany regardless of why I was there... even if I was just browsing with no intention to buy or it was very busy... You’re displeased & now “off” Tiffany because your ring was unguarded in front of you when no other customers were in the store & because you didn’t discuss your repairs in a cushy luxurious lounge? Is this correct or am I reading this wrong?

 

[efleon]

I’m generally an easy-going sunny person. My only point was that traditionally what set Tiffs apart from, say a regular jewelry store, was its outstanding customer service, to such an extent that they had lounges specifically devoted to it! I always thought it quaint. But now that it’s gone I see the value. I appreciated the specific expertise of the service people, especially on a big piece or an engraving.
Also...it seems silly to me to block off the lovely seating area. I definitely could’ve used a sit-down! Now it’s unused and dark.
I’m just hoping it comes back.
Even if it’s just a place for a nice rest!