Bootsie
Medford,#2Author of original report
Tue, July 28, 2009
We returned to the store on 6/23 to discuss our options with the bracelet. I explained to a different employee about our troubles with the jewelry and she offered to exchange the defective bracelet for a brand new one. She said she would give us a photo album and a free gemstone. They were out of photo albums (we were given their last one during our previous visit) but she said that she would find a gemstone for us. This employee turned out to be the manager of the store, and she was very nice. I expressed concern for the quality of my ring, which also broke, and she offered a protection plan for about $40. She said that if I was interested, to bring the ring in with the broken bracelet in about a week when the new bracelet would be arriving and they could set me up with a plan during that visit. She also told me that the jeweler would examine the piece with me when I picked it up to check for loose prongs. After the new bracelet was ordered, she said that she only had one gemstone left, and it was a very small pear-cut topaz. She gave it to us free, but made sure to mention that they're having an event coming up where they'll help customers pick a setting for their stones.. My bracelet came in three days before promised. We went to pick it up tonight, and it took the employees about ten minutes just to pull up the order in the computer correctly. Eventually she figured it out, and we were patient. On the exchange slip, next to "Reason for return" she wrote "Didn't like it" which was not the reason for returning it at all. IT WAS DEFECTIVE!! The employee also did not inspect the bracelet. She gave ME a jeweler's loop and let ME look it over, as if I know what a loose prong looks like. This was a bit of a let-down, because I feel that the manager would have done the inspection herself. I purchased the protection plan on my ring, and the employee cleaned both pieces before returning them to me. The protection policy states that just about everything is covered, broken prongs, lost stones, etc, as long as you have the jewelery inspected by them every six months and do not have work done on them by any other jeweler, which I guess is a fair policy. We left feeling good about the new bracelet, and the employee was generally very helpful. I would like to make it clear that the employees have done everything in their power to make this right for us, and I really appreciate their hard work. I'm not sure that we'll be buying anything else from the company, though. I shouldn't have to worry about the quality of my jewelry.