I must be honest in saying that this was the worst customer service experience I have ever encountered, which leads me to seriously doubt that customer satisfaction is truly a priority for your brand.I reported a quality issue with a top I wore for just three hours — during which I barely moved — only to find that several stones had already fallen off. This kind of damage is not the result of wear, but of poor craftsmanship. Yet, instead of acknowledging this and standing behind your supposed 2-year warranty, I was met with insinuations and deflections.After submitting my complaint online, I was told to go to one of your stores. There, the store manager implied that I must have caused the damage myself, despite clear evidence of poor quality. I was then told that nothing could be done on-site, and that if I wanted “proper” support, I should shop in-store instead of online. This kind of attitude is not only disrespectful, but entirely unacceptable.The online team took over a month to respond, only to suggest I repair the item myself. And after I informed them that I do not have lost stones to repair the item, they refused to do anything further. This shows a complete lack of accountability.It is not about the money — it is about the principle and the lack of respect shown to your customers. Brands like Zara would have handled this situation with more integrity and care, offering an immediate return or refund. The quality of your products is clearly not superior, yet the price suggests otherwise. The only clear difference is in the customer experience — and unfortunately, mine with Sandro has been truly disappointing.
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