- Report: #288785
Complaint Review: Zales - Nationwide
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Zales
www.zales.com Nationwide, U.S.A.
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Zales Jewelery Online Store Sent damaged used ring Jacksonville Florida Nationwide Intenet
I had gone to my local Zales store looking for a gift and did not find anything that interested me so the sales woman suggested I visit their online store zales.com. I went ahead and took her advice and found a ring that I thought would be perfect. A few days later Fedex delivered it to my home and I quickly inspected it.
I could not believe my eyes when I saw the ring for starters it was not the ring I had ordered, on top of this it was missing a diamond and had obviously been used. I immediately called their customer service and reported my findings the lady I spoke to told me I would have no problem returning the ring and that I could go to any Zales store to receive my refund. So I headed to my local Zales once I got there I had to wait for half and hour while the manager finished up a phone conversation. When she finally asked me what I was there for I informed her of receiving the not only incorrect, but also damaged and used ring. I then handed her the packaging slip with ring and informed her I wanted to be refunded. She opened the ring box and then proceded to accuse me of trying to return a used ring and informed me that she would not be giving me a refund. She then turned around and said a few smart comments to the saleswomen that were in the store.
I left the store enraged and promptly called the customer service department again. This time the associate informed me that it was up to the managers discretion whether they refunded the money or not and that there was nothing else I could do. So I basically lost 500 bucks and am stuck with the piece of garbage that they sent me.
DO NOT DO BUSINESS WITH ZALES.
Prscarlet
jacksonville, Florida
U.S.A.
I could not believe my eyes when I saw the ring for starters it was not the ring I had ordered, on top of this it was missing a diamond and had obviously been used. I immediately called their customer service and reported my findings the lady I spoke to told me I would have no problem returning the ring and that I could go to any Zales store to receive my refund. So I headed to my local Zales once I got there I had to wait for half and hour while the manager finished up a phone conversation. When she finally asked me what I was there for I informed her of receiving the not only incorrect, but also damaged and used ring. I then handed her the packaging slip with ring and informed her I wanted to be refunded. She opened the ring box and then proceded to accuse me of trying to return a used ring and informed me that she would not be giving me a refund. She then turned around and said a few smart comments to the saleswomen that were in the store.
I left the store enraged and promptly called the customer service department again. This time the associate informed me that it was up to the managers discretion whether they refunded the money or not and that there was nothing else I could do. So I basically lost 500 bucks and am stuck with the piece of garbage that they sent me.
DO NOT DO BUSINESS WITH ZALES.
Prscarlet
jacksonville, Florida
U.S.A.
1 Updates & Rebuttals
Lynda
Satellite Beach,Florida,
U.S.A.
I Think You May Have Misunderstood...
#2UPDATE Employee
Mon, November 03, 2008
As it happens, I have been a customer sales/service rep for Zales Online Store for the past three years. All companies suffer from the "human error" factor. Unfortunately, so do we! The Zales online store is a subsidiary of The Zale Corporation, which has been in business for almost 85 years. I don't doubt for one moment you were sent a used and defective ring. However, I can assure you it was not done on purpose. The facility that handles our returns is the same facility that sends out your orders. Evidently this ring was a return, and evidently it was sent in error. I see you posted your very valid issue last December. From the day after Thanksgiving through January 15 is our busiest time of the year. Things do go wrong. We do apologize for this. I also apologize for the way you were treated at the store. If the associate had any doubts about where the ring came from, she had only to call us with the order number (which is on your packing list), and we would have verified the date we shipped it to you and what you paid for it. You were absolutely correct to call us at the Online Store when this happened. While it is true the stores are not compelled to accept our returns (even though we encourage them to do so), at that point the rep should have offered a prepaid return label so that you could return the ring to us, and of course Zales would have reimbursed you! The LAST thing we want is for something like this to happen! Zales Online Store offers a 30/90 policy; i.e., if you return it to us within 30 days of the point of sale, it's a full money-back guarantee. If you somehow slide to day 31, from day 31 - 90 it becomes an exchange, at the full value of what you paid for the item. If your piece consisted of all diamonds (no colored gemstones) and was at least 1/4 carat total weight of all the diamonds combined, it may have come with a Diamond Bond Warranty. Since this is way past the 30/90 rule, I would definitely suggest that you contact Zales at: The Zale Corporation Attn: Customer Care 901 West Walnut Hill Lane Irving, TX 75038 I am not promising anything. I am only a rep and have no authority whatsoever. But I do know that Zales very much cares about its customers. Please furnish your order number (if you still have it) when you write. Someone will be able to look up your order and see whatever interactions are there. (Everything is electronically embedded in your order forever!) I sincerely hope you are able to get this resolved in a way that is acceptable to you.
