Class Action Claims Swarovski Secretly Records Customer Service Calls

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In a proposed class action recently removed to California federal court, a woman alleges Swarovski “intentionally and surreptitiously” records calls to its toll-free customer service number without callers’ knowledge or consent.

The plaintiff says she placed multiple calls to the diamond and gemstone retailer’s customer service department to discuss the details of her online order. She allegedly disclosed sensitive personal information, such as her name and address, to Swarovski representatives. At no point during the calls was the woman informed that her conversations may be recorded, the lawsuit says, nor was she asked for her consent to be recorded. These actions, according to the suit, violated California state law and invaded the plaintiff’s privacy.