Went to order a small clock face replacement and they wanted to charge $50 freight when Australia Post quoted $16.30 for the same item. Was cheaper to have freighted from Ireland. When complained to Australia their rep "Lisa" was rude and blatantly deceitful in her comments. Will NEVER deal with Waterford Australia again and urge everyone else to look at purchasing elsewhere.
Avoid at all cost!! Not contactable by phone, they won't phone you and only communicate via email every 3/4 days. Shipping depo is in LEEDS, UK, with glass cut in Slovenia and their customer service [email only] are, yes, in the USA!!!!!!!!! charged for wedding gift, shipping document sent to me and nearly 3 weeks later they haven't shipped, say they will but there's a problem at the depot they are trying to resolve over a 3 weeks now!! Won't phone me. Horrible experience!!! Avoid at all cost
Excellent responsive customer service. Faultless in dealing with my issue.
I ordered a decanter as a Christmas gift for my brother and sister-in-law. They decided to return it and get something else. Waterford received the decanter on January 11, 2025. It is now February 15th and I still have not received my refund!! Their excuse was that they were far behind processing returns from the holidays. However, their policy states they refund within 14 days. Now, they no longer answer their phone! Multiple attempts to contact them have been unsuccessful. I have just filed a dispute with my bank. We’ll see……….I will never purchase another Waterford item.
I bought a set of beautiful champagne flutes. They arrived and are indeed beautiful... Made in Slovenia!! I got these because of the Irish connection.... Slovenia!why not go the whole hog Waterford and save even more money and get them made in China!
I had to write this review after reading the others.I have always bought Waterford glasses and so on this occasion purchased glasses without reading any reviews - which would have put me off. Out of 4 highball tumblers and 2 martini glasses 5 were perfect, but there was a small manufacturing chip/blemish on the one tumbler.I agree that for glasses of this cost, quality control should be better, but it was a very small blemish.I also agree that it is annoying that you can’t speak to customer services as the phone line appears dead, and can only communicate with them by email and that the emails are slow to be answered. But the reason for me giving them 5 stars is that they have immediately agreed to issue a replacement without me having to go to the hassle of sending back the faulty one and have processed the replacement very quickly.Therefore for the sake of balance I felt obliged to post a positive review.
A terrible experience. I ordered a crystal decanter (£220) on 10th Jan. On 13th Jan I received a boiler plate email saying order was delayed. Nothing further heard which was annoying as it as for a wedding present. I chased for an answer on 20th Jan. Still no response. On 29th Jan, I received a further email saying they had cancelled the order as they had no inventory. Really?? Almost three weeks to work out they had no inventory.... completely hopeless. If I was a shareholder (take note Fiskars), I would want answers. First and last time I would buy anything from this hopeless company. I now only have a week to find a replacement wedding present.
Terrible lack of service - have been trying to contact to complain about incorrect order - we ordered champagne glasses & got some rubbish gravy jug!Multiple attempts to contact customer services by email go unanswered; no telephone number to ring.Over £100 out of pocket - are they in financial trouble & about to go under?Never again will i order direct from themNow the 19th of January - ordered on 1st - rubbish items came quite quickly....
Updated - business does take a long time to respond, but met their 5 days SLA. As glasses smashed they organised pick up without charge and received and email today saying I will be refunded. If refund received will increase score to 4 stars.
Wish I could give zero stars. Almost a month now since order placed, tracking info that was sent was incorrect, no visibility on shipping, no information company, no answer to my email to customer services. I am several hundred euros at a loss now with nothing to show for it. I will be escalating this to consumer ombudsman. As someone mentioned in another review, it 100% appears to be a scam to part folks with their money and deliver nothing.
Ordered on 16th Dec received tracking number and shipment notification on the 19th Dec. Tracked parcel on DHL and indicated it was in Eindhoven on the 23rd Dec and no movement since then. Have contacted customer service on 3 separate occasions and no response so contacted DHL this morning who advised that the tracking number has been created but the package hasn’t been picked or shipped !! Absolutely pathetic, how can an internationally recognized company have no customer service !! I’ll never order from them again.
Crap service. Ordered well before Christmas and nothing. No proper contact online. Rang the shop is Waterford and they were amazing but the online is Uk based and not helpful even tk them.
Avoid buying from this company. I made a purchase well before Christmas and I am still waiting for a delivery. No reference to any serious issues on their website. Trying to contact them is near impossible, only by email for customer service, which is a poor minimum service, I eventually received a reply stating a delay but expected dispatch that week, since then no further response to any of my emails for an urgent update. No delivery has been made and no further communication from them. This is no way to run a company, something is clearly seriously wrong. Avoid !
Product ordered on 20 November and was informed that shipped on 25 November. However DHL tracking shows only package info received and they have not received the package. Customer services enquiry raised on 5 December by contact form (advised 3-5 days response) and follow-up email on 12 December both with no response. Tried to call 20 December and customer helpline has been taken down with a message informing that it is to concentrate on replying to contact by online form (which clearly they have at least a 15 day backlog on). This company is clearly currently in a mess as not fulfilling orders and not responding to customers, so I just hope that I get my product or can at least get a refund.UPDATECustomer services finally responded to my emails on 5 February, 2 months after I first contacted them. A standard apology that the item had not been delivered, no acknowledgment of or apology for the delay in responding/ poor customer service. Asked me to provide the DHL tracking number, which they had provided me on the shipping email, which further shows how much of a mess their systems, processes or perhaps training are in.The only positive is that after nearly 2.5months of being out of pocket, they finally refunded me. They blamed it on package being lost in transit but that does not explain why it took them 2 months to provide any customer service.
Wish I had seen this first before buying, but didn't think a company with a well established reputation such as Waterford would be this bad. I have had to continuously try and communicate with them, but response from any customer service is non existent. I have had no further communication from them since telling my order is 'delayed'. No timeline, no explanation. Getting exaperated, I called them up, spoke to a member of staff, who emphatically ensured I would get an update via email. Nothing. Contiuned trying their website and calling but my calls no longer get connected to them.Feels like a scam, but it is their genuine website, so very confusing. Feels like they only bother/care about customers who are spending 1000's rather than the smaller purchase customers, which is ridiculous and makes me wish I never bought from them, but trying to get a refund seems like a lost cause. I just want the items that I ordered and to put the worry of this behind me.
Ordered a piece for Christmas, it still hasn’t arrived! No contact details, bad customer service. I’m hoping it’s not a scam site
Awful, Non-existent customer support! I ordered a clock and never heard from Waterford any shipping confirmation. Numerous emails and using their online contact form has so far gone unanswered. I will be notifying my credit card for a refund.
I bought two sets of stemless wine glasses. They billed me on October 25. No movement and no product received by ups for delivery. I will be notifying my credit card for a refund.
The worst website from a functionality perspective and there is absolutely no level of customer service. The brand is so tarnished and hardly at par with Tifanny & Co. You'd think they'd be concerned with brand image.Aside from the above, they charge for shipping and gifting, and give you 20 characters for a gift card. Really?GO TO TIFFANY & CO - it's actually less expensive in the long run
We have an enormous collection of Waterford Crystal including glassware, light fixtures, lamps, chandeliers, etc... Dating from our wedding in 1978 to present. We've contacted Waterford Customer Service no less than 5 times trying to obtain wood plinths for a World Globe and a second 2-Arm Candelabra with no success. Waterford promises to assist us then repeatedly drops the ball. We found Lalique & Baccarat Crystal to be much more appreciative of our business.
