First off, let me say, that I wish I had found this forum prior to making my purchase from Shenoa. I purchased an engagement ring from Shenoa in September 2006. Everything went fine with the purchase. They were more than helpful when they needed me to purchase from them. However, the diamond recently came loose, and my opinion of their customer service completely changed! I know it seems like a long time (1 year and 8 months), but my fiance is a hairstylist. She only wears the ring on weekends. She wears a fake ring from Avon during the week, because she has to shampoo numerous people every day. Therefore, she has only wore the ring for approx. 160 - 180 days total.
I called last week and spoke with a customer service rep who seemed very helpful when I explained the situation. I also inquired if it would be a big problem to get it sized to a 4 1/2 from a 4 3/4 (which I now deeply regret). He said it would not be a problem. He said to ship it to them with a letter explaining what was wrong and they''d take care of it. He said I''d hear back from a customer service rep when they received the ring. I got an email on Friday May the 23rd stating they had received the ring and I''d hear from a rep within two business days. It specifically stated NOT to call until those two business days had passed. That would be today, considering Monday was a holiday. However, I received the ring back yesterday, which was the 28th of May. I was happy to get it back so fast. However, there was a catch. The catch was there was a bill for $100 included. Not only that, they ran my credit card (THE ONE I USED BACK IN SEPTEMBER OF 2006!) and signed my name for me.
I never spoke with ANYONE to authorize paying $100, I never gave a credit card #, exp. date, NOTHING! I was given the impression that they were fixing the loose diamond for free, because of the limited wear. At the very least, they should have called and notified me that they would have to charge to get the okay to do so. How can a company think it is ethical to run a credit card without permission (one that was last used in September 06!!)?????? What if I had an outstanding balance on that card???? I''d be paying interest on the $100 forever.
I still didn''t get too down and out about it, because I figured customer service would help me out with the situation. Boy was I wrong! I spoke with a man name RUDI this morning. I spoke very polite and explained everything that happened. He immediately started yelling at me. I know it sounds crazy, but it was immediate. I have never experienced that bad of service in my life. I told him I was being repectful and I expect the same, I''m not going to be yelled at. I asked to speak to his supervisor. He said there was nobody above him. I asked if he was the absolute top guy at Shenoa and he responded "yes." I told him I found that hard to believe. He yelled, "Everybody expects a free ride, I don''t care about you or your ring, don''t ever call back here again!" and he hung up. I''m not making this up. It was like the soup nazi on Seinfeld! I''m still baffled by the situation. How does this guy have a job in customer service? Any way, I just wanted to warn other people. I don''t want anyone else to be spoken to the way I was. I wouldn''t wish it on anybody. I called my credit card company (great service, by the way) and they are handling the situation, being as I never authorized the charge. It should never have come to that!
I called last week and spoke with a customer service rep who seemed very helpful when I explained the situation. I also inquired if it would be a big problem to get it sized to a 4 1/2 from a 4 3/4 (which I now deeply regret). He said it would not be a problem. He said to ship it to them with a letter explaining what was wrong and they''d take care of it. He said I''d hear back from a customer service rep when they received the ring. I got an email on Friday May the 23rd stating they had received the ring and I''d hear from a rep within two business days. It specifically stated NOT to call until those two business days had passed. That would be today, considering Monday was a holiday. However, I received the ring back yesterday, which was the 28th of May. I was happy to get it back so fast. However, there was a catch. The catch was there was a bill for $100 included. Not only that, they ran my credit card (THE ONE I USED BACK IN SEPTEMBER OF 2006!) and signed my name for me.
I never spoke with ANYONE to authorize paying $100, I never gave a credit card #, exp. date, NOTHING! I was given the impression that they were fixing the loose diamond for free, because of the limited wear. At the very least, they should have called and notified me that they would have to charge to get the okay to do so. How can a company think it is ethical to run a credit card without permission (one that was last used in September 06!!)?????? What if I had an outstanding balance on that card???? I''d be paying interest on the $100 forever.
I still didn''t get too down and out about it, because I figured customer service would help me out with the situation. Boy was I wrong! I spoke with a man name RUDI this morning. I spoke very polite and explained everything that happened. He immediately started yelling at me. I know it sounds crazy, but it was immediate. I have never experienced that bad of service in my life. I told him I was being repectful and I expect the same, I''m not going to be yelled at. I asked to speak to his supervisor. He said there was nobody above him. I asked if he was the absolute top guy at Shenoa and he responded "yes." I told him I found that hard to believe. He yelled, "Everybody expects a free ride, I don''t care about you or your ring, don''t ever call back here again!" and he hung up. I''m not making this up. It was like the soup nazi on Seinfeld! I''m still baffled by the situation. How does this guy have a job in customer service? Any way, I just wanted to warn other people. I don''t want anyone else to be spoken to the way I was. I wouldn''t wish it on anybody. I called my credit card company (great service, by the way) and they are handling the situation, being as I never authorized the charge. It should never have come to that!
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