Is it just me or has anyone had issue with the customer service at Bulgari in the Sydney Castlereagh st store? I purchased a seduttori serpenti bracelet over the phone and I asked the SA (Sheralyn) to include a cleaning kit and travel pouch which she said she would. At the same time, I asked her if she could include a cleaning kit for my niece who had bought Diva earrings and necklace from her at Bulgari not long ago, but the kit was out of stock at the time when my niece purchased. Sheralyn said she would arrange this as well and convey it to her colleague as she will be on leave.
When I went to pick up the bracelet, Grace, the SA who looked after me, told me curtly that those items are strictly "1 per customer" and there is a "SPEND MINIMUM" for those items. I had to point out to her what my niece had spent to the tune of AUD$16k.
This is a first for me at a fine jewellery house where I've been told that there is a spend minimum for a travel pouch and a cleaning cloth. I received the cleaning kits (albeit begrudgingly) but not the travel pouch. Since the store didn't elaborate what the spend minimum was, I communicated with someone on Bulgari online chat who only passed the buck onto the Sydney store again. I asked what the spend minimum was and why didn't Sheralyn just leave a written note with my bracelet regarding my request? A few days later, I received a text saying that they have kits in store and can I confirm that my postal address matches what they have on my profile?!! No explanation on that spend minimum or experience, whatsoever. It was like throwing a bone would keep me sated??!!
This isn't the first time that I've had crappy experience at Bulgari. I tried purchasing the said bracelet couple of years ago and I messaged my (then) SA, Lucas, but he didn't reply and after a week of no response, I tried purchasing online and it didn't go through, I messaged the Bulgari whatsapp asking them to help me complete the sale before the price increase and I didn't hear from them for couple of days until the morning of the price increase. The SA was very willing and ready to help me make the purchase after the 10% increase. Needless to say that experience put me off from making the purchase at that time.
After seeing my niece make her purchase, I thought customer service would have improved, but it seems there is no after sales customer service at all. I'm not one for building a relationship with an SA but I do expect some standard of service and accountability.
Noone has addressed the question on "what is the minimum spend."
Has anyone on this forum heard of such things at Bulgari?
When I went to pick up the bracelet, Grace, the SA who looked after me, told me curtly that those items are strictly "1 per customer" and there is a "SPEND MINIMUM" for those items. I had to point out to her what my niece had spent to the tune of AUD$16k.
This is a first for me at a fine jewellery house where I've been told that there is a spend minimum for a travel pouch and a cleaning cloth. I received the cleaning kits (albeit begrudgingly) but not the travel pouch. Since the store didn't elaborate what the spend minimum was, I communicated with someone on Bulgari online chat who only passed the buck onto the Sydney store again. I asked what the spend minimum was and why didn't Sheralyn just leave a written note with my bracelet regarding my request? A few days later, I received a text saying that they have kits in store and can I confirm that my postal address matches what they have on my profile?!! No explanation on that spend minimum or experience, whatsoever. It was like throwing a bone would keep me sated??!!
This isn't the first time that I've had crappy experience at Bulgari. I tried purchasing the said bracelet couple of years ago and I messaged my (then) SA, Lucas, but he didn't reply and after a week of no response, I tried purchasing online and it didn't go through, I messaged the Bulgari whatsapp asking them to help me complete the sale before the price increase and I didn't hear from them for couple of days until the morning of the price increase. The SA was very willing and ready to help me make the purchase after the 10% increase. Needless to say that experience put me off from making the purchase at that time.
After seeing my niece make her purchase, I thought customer service would have improved, but it seems there is no after sales customer service at all. I'm not one for building a relationship with an SA but I do expect some standard of service and accountability.
Noone has addressed the question on "what is the minimum spend."
Has anyone on this forum heard of such things at Bulgari?
