Swarovski Boutique Castle Towers

Very poor customer service. I went to this store hoping their staff would have the right equipment to fix my tangled necklace. Unfortunately, the lady assisting me had a terrible approach. She told me she had tried but couldn’t fix it, and that my request wasn’t her priority—other customers buying items were her priority. She then said she only had two hands and a tweezer, and when I responded, she told me to just leave it and maybe she would do it if she had time, otherwise not. This kind of attitude is unacceptable. The store should pay attention to staff behaviour and train them in proper manners, as this is how clients get disappointed. Seriously, the service provided by this lady was very poor.

No customer in store when I walked in. Yet none of the 3 shop keeper could be bothered to even say hi. They ignore me the whole time and just chatted and laughed among themselves.

Poor customer experience, ignored on arrival, waited for a collection with three team members then one for free person then to offer to do, then served other while serving myself!! Only will shop online instead of instore with this lack of service!

Took my watch to change battery to Castle Hill store early December 2025 - paid $70 in cash when I left my watch for battery change. Watch seemed to go missing! - arrived back in store yesterday after several phone calls from me. Went to collect watch today with my docket showing $70. Couldn’t take my watch until I paid a further $70??!! How can I track a cash payment? Another item, I purchased with cash also, the day I first left my watch was not listed on my membership either Always pay by card in Swarovski Castle Hill! I don’t intend shopping there again!

Customer service was so misinformative and refused to give me a refund on an item that had met all aspects of the refund policy. She even began arguing with me that it must be my issue and that she’s never had someone refund the item, deflecting the issue and trying to save herself from their issue.

A slightly disappointing experience. +ve a necklace that I was gifted was returned and I was issued with a gift card. No dramas. -ve the lady who served me - bob cut, dark brown hair was extremely rude and had an attitude. It was on 31/7/23 at around 12:20pm. I had complimented her on her necklace and she looked at me and said it’s in the $600 range and looked away. It felt like a personal attack and not something you expect if you compliment someone. I felt she gave me the ‘you can’t afford it’ look. A simple thank you would have sufficed.

Came in around 11:30 on a busy Saturday at castle towers and we were served by Ella. Her customer service was amazing- really connected with customers so well without going overboard and greeting customers with a genuine smile. She got what I wanted done really quickly as well. So good Ella keep up the excellent work!