Tiffany care & Repair Question!

[Humble]

Hello:

This week I brought my ring bought at Tiffany & Co, Vancouver, Canada two years ago for cleaning and polishing. The lady told me that now polishing the platinum wiill cost $15. I was surprised because when we bought the ring, we were told that the care of the ring (e.g. cleaning, polishing, resizing) is free of charge.
In fact last year, I had my ring resized, cleaned and polished at no cost.

The lady added they started charging 6 months ago. I have to mention that she said I do not have to pay this time may be because it showed how surpised I was.
Are resizing, polishing the metal are now subject to charges in all Tiffany stores or only in the Vancouver store?

If it is only in Vancouver, Can I complain to Tiffany & co flagship store in NYC?

Thank you,

H.

 

[zabak80]

I would definitely call corporate on that. It may be a new company wide policy. However, you paid a premium for the Tiffany name and was told cleaning and polishing would be free in the future.

Do you have any receipts or warranties that state that cleanings and polishings are free? If so, I would bring it in and expect them to honor that service.

 

[Todd Gray]

You should definitely contact the corporate office and tell them that the charge seems unreasonable. The customer service number from their U.S. web site is 800 843 3269 and you''ll probably have to elevate a supervisor or two to reach somebody at corporate, but I''d tell them something like "it seems you implimented this policy about 6 months ago, however I purchased my Tiffany engagement ring more than 2 years ago and was told at that time that cleaning and polishing was free for my lifetime... Shouldn''t people who purchased jewelry from Tiffany prior to the new policy by ''grandfathered in''?

Just my two cents...

 

[ChunkyCushionLover]

Date: 10/8/2009 12:45:15 PM
Author: Todd Gray
You should definitely contact the corporate office and tell them that the charge seems unreasonable. The customer service number from their U.S. web site is 800 843 3269 and you''ll probably have to elevate a supervisor or two to reach somebody at corporate, but I''d tell them something like ''it seems you implimented this policy about 6 months ago, however I purchased my Tiffany engagement ring more than 2 years ago and was told at that time that cleaning and polishing was free for my lifetime... Shouldn''t people who purchased jewelry from Tiffany prior to the new policy by ''grandfathered in''?

Just my two cents...

A great example of poor after sales service from Tiffany and Co. This is no different from the awful way customers are treated at Birks after purchase. Two stores, huge premium for the box and name and awful after sales support.

 

[Humble]

Thank you all for your answers. I will investigate more the matter.

 

[Ceetie]

I was just in the Vancouver store yesterday and asked the SA about this particular $15 charge and he mentioned that there is a charge for cleaning/polishing silver items; however, there''s free lifetime cleaning/polishing/inspection on their engagement/wedding rings at any Tiffany & Co and the first resize is free.