1st October 2026 – (Chengdu) Tiffany & Co. has apologised and pledged corrective action after a service dispute at its Chengdu counter in Sichuan, where a customer said a Mid‑Autumn mooncake gift box promised by sales staff was mistakenly delivered to another client. The woman, who wrote on social media that she had spent more than 200,000 yuan (about HK$235,000) at the counter last year, said her family never received the gift. She recounted being told the box had been sent to someone else and that a substitute of locally sourced loose peach crisps would be provided as compensation, which she considered dismissive. She further alleged her account later faced restrictions following pressure related to the brand.
The customer said she received apologies and investigation updates on Monday, 28th September and Tuesday, 29th September from Tiffany’s retail management team, which acknowledged a copy‑and‑paste error with the delivery address and poor staff communication. Proposed measures included staff handling, process rectification and an in‑person apology. She added that she had intended to stop posting after her initial message but continued due to what she described as ongoing harassment. On Wednesday, 30th September, amid claims that a chat group she set up had led to doxxing of counter staff, she said all members would be removed and that “this matter will not be discussed further.” Tiffany China said it regretted the distress caused to the customer and that a rectification plan had been formulated.