ABSOLUTELY APPALLING CUSTOMER SERVICE: I bought my daughter the Return to Tiffany® heart tag toggle bracelet for her 18th birthday, at the beginning of May. It kept falling off, because the bar was not long enough! One day, around Christmas time, it falls off yet again and the main link, that holds the bark just fell off! I rung Tiffany Customer services. The lady was very apologetic and helpful and told me I could either post it back to them for repair, OR return it to a store. I did not wish to risk putting it in the post, seemed one extra unnecessary risk (they post it back to you, that would be worrying enough). Anyway, she said there would be no problem returning it to the store and did not give any deadline. During August we decided to take a trip to London (from South Wales) to return the bracelet - we decided to make a day of it and booked tickets for the Tower. This was the first opportunity we had, had since Covid restrictions made it possible. We went into the store in Westfield Shopping Centre, was kept waiting about 20 mins, only to be shocked by the Sales Assistants attitude. She told us that they would repair it for £25! Not a huge amount, I agree, but excuse me, my daughter had only worn the bracelet for about 5 months. She actually agreed that you could see there was no damage to the bracelet, it was just a clean break. But they didn't seem to see this was there problem. She did, supposedly, go to speak to the Manager twice, but still the answer was 'no'. They changed their story, from £25 was always chargeable, to it would have been covered if it was under a year. I obviously spelt out for her, that it had been Covid and we hadn't been able to get it back, she said we could have come to the shop anytime. When I asked why Customer Services hadn't told me there was a timeframe, she got a bit flustered and said, the companies policy had changed, in the last few months, but didn't enlighten me as to how. I would have asked for the Manager to come out and see me, but we were likely to miss our time slot for the Tower and actually only did make it, with 1 min to spare! I took the bracelet back home got it repaired by a local jeweller Richard Llynfi, and for £50 he also made a larger bar, to stop the bracelet from falling off. Shoddy workmanship and even worse customer service. Are Tiffany able to just rely on the custom of high rolling celebrities and don't care about all the people who bought what they thought were iconic/sentimental pieces for their children who came of age during lockdown! I doubt their business suffered and you think such a large company would show more compassion, as people hadn't been able to visit the store! Not less! My husband has bought me a couple of Tiffany pieces and my daughter had her eye on a few more, for her 21st etc, but never again!