Appraiser drama - WWYD?

[justginger]

I apologize in advance for the length of this, but I'm trying to convey the whole story. I'd like to know what you guys would do in this situation.

I bundled up my bits and bobs in order to have them all appraised. In total I left 15 items with an appraiser - some set pieces, some loose stones. The cost of appraisal was $770, to be paid at collection. I took them in on Tuesday, Feb 7. The appraiser's normal business hours are 11-2 or something ridiculous like that, so when I dropped them off I expressed that I would either need to wait a few weeks to collect them (in the case I needed to take another day off work to get them) or arrange for a time to collect them outside of normal work hours. I was reassured that they were more than happy to arrange an evening time for collection and waiting weeks was unnecessary.

I was told, during my appt to drop off, that they would be ready in one week's time, on the 14th of Feb. I said, "Oh, ok. That's fine. I'm not in a giant rush." Those were my exact words. I was thinking of all the women in the world who panic when they go more than a couple of hours without their engagement rings. We left the meeting as the pieces would be ready on Tuesday, Feb 14, and I would be called that afternoon to schedule a post-work hours pick up.

Tuesday the 14th came and went. Wednesday the 15th come and went. Thursday the 16th came and was well on its way to going when I called them. The assistant picked up and seemed genuinely confused as to why I would be calling. I told her I was checking on the status of my pieces, as I was expecting a call on Tuesday. She replied that they were not ready, and said, "You said you weren't in a rush." I explained to her that I meant a week was fine, considering their service is advertised as taking 2 hours. A week was me being patient. Now it's 2 days over and I hadn't even received a courtesy call. She proposed that they would be done the following Wednesday, the 22nd. I expressed my unhappiness but agreed. I left with her to call me when they were done, and I would then check with my husband as to when we would be available to pick it all up after work.

Wednesday came and went. Today, Thursday, I called the appraiser directly. She wasn't apologetic and again said, "You said you weren't in a rush." Furthermore she told me that she had been out of town for the Hong Kong jewelry expo, a fact that was not discussed when I dropped the items off. I was flat with her on the phone, trying to convey that I wasn't happy with what was happening. She said that she would "get to" the items today and they'd probably be ready to be collected on Friday. I expressed that it would have to be out of work hours, as we discussed, and she told me she would not be available after hours on Friday (this business is in her home). She sort of trailed off...

I stayed quiet. She finally said, "If I get them done today, what time do you finish work?" I told her, she said ok. We hung up on the agreement that she would call me at work at 2 pm and let me know what was happening.

2 came and went. 3 came and went. At 4 I finally nicked out to check my mobile (phones strictly forbidden in my work place) and had a missed call from her at 3. And a text (not even a voicemail!) saying that she would be available til 4 pm today, from 9-2 on Friday, and until 5:30 pm on Monday. We had discussed my work hours in detail, so she knew she was setting hours that I wouldn't be able to use. Picking up my items on Monday, it'll be a hair short of 2 full weeks overdue.

I am very unhappy with this service. All onus of communication has fallen on me, with promised return calls never taking place. An overseas trip wasn't disclosed. To the best of my knowledge, my items have been sitting in her office for over two weeks, and she's rushed through them in the matter of a couple of hours. I feel as if my patience has been taken advantage of to the nth degree. I REALLY want to text her back (how unprofessional!) the reasons I am so unhappy, and that I would like to collect the items without appraisals to take my business elsewhere. Nearly $800 is a lot of money to spend and it makes me angry to think about it going to someone who has treated me poorly and made me feel like a very unappreciated customer.

So....what would you do in this situation?

 

[Enerchi]

I think other than expressing your unhappiness at the long delay and lack of follow thru with the extended hours she had agreed to return them to you in, I don't know if there is any recourse. You do have to pay for her service, you will have your items appraised and then ... you NEVER have to use her again! I don't know if there is anything you can actually "do" about it (you are buying a service not a product).

But I'm in your court - that would irritate the heck out of me. I can not stand discourteous service - especially when the parameters are set out at the front. You discussed time for the items to be completed by and a late pick up. Her travel and other work assignments should have been factored in when she agreed from the start. I'm sure the trip to Hong Kong show wasn't just a spur of the moment ... "oh, hey, lets go!" decision.

I'd be frustrated but I think I'd have to accept it. Hope you get more constructive ideas from others!

 

[Cehrabehra]

I think I would make a brief note to myself about the basics and I would approach her like this: "I am disappointed with your service and here's why. Now, do you think I was treated fairly?" And confront her with her own compassion. If she says yes I'd walk away and pay it (assuming the job was done *WELL*) and let her know I would not be referring anyone to her. If she says no, I'd accept whatever discount she offered and go from there. Sometimes, especially when you're already on the fence yourself, it's good to appeal to a person's own decency and customer service. Even if you get no discount, I'm sure it will bother them. If you are aggressive they could just say you're an ******* and roll their eyes and pat themselves on the back for having such a nasty customer.

 

[hawaiianorangetree]

Take your business elsewhere! $800 for a rushed 2 hour job that took over 2 weeks? I don't think so!

And please name the appraiser so others can be aware of her poor customer service (and avoid it!)

 

[justginger]

I'll disclose exactly who it is after I've resolved the issue, HOT...but I will say it's someone who is ALWAYS recommended as a top-level Perth valuer.

I suspect I have no recourse. I will be calling her in the morning to assess if the valuations are actually complete. If they are, I will do as you suggest, Cehra. Try to stay calm and let her know I am displeased, and ask what she can do to resolve the situation. If they are NOT complete, I will ask her to not do them and I will pick up the pieces to be taken elsewhere.

The whole thing is infuriating, primarily because I grew up in a very service-oriented small town...and this simply wouldn't fly there.

 

[hawaiianorangetree]

I'll disclose exactly who it is after I've resolved the issue, HOT...but I will say it's someone who is ALWAYS recommended as a top-level Perth valuer.

I suspect I have no recourse. I will be calling her in the morning to assess if the valuations are actually complete. If they are, I will do as you suggest, Cehra. Try to stay calm and let her know I am displeased, and ask what she can do to resolve the situation. If they are NOT complete, I will ask her to not do them and I will pick up the pieces to be taken elsewhere.

The whole thing is infuriating, primarily because I grew up in a very service-oriented small town...and this simply wouldn't fly there.

Gah! I thought it may have been her, that's why I asked. It is infuriating dealing with people like this, ESPECIALLY when they are supposedly at the top of their game! I really hope she comes through and offers you a discount or you can get everything back to take somewhere else. If she reminds you that you said that you weren't in a rush, remind her that one week IS a long time to be without your jewelry. She never should have said a week if she had no intention of completing the job before she went away. I mean what would have happened if everything was stolen when she was away overseas? Would it have been covered by her insurance? Completely unprofessional on her part.

And she won't be getting my business. Ever.

 

[Amys Bling]

Definitely express your disappointment and why... If she apologizes then pay and move on. If she doesn't take any ownership then pay and say that not only are you no recommending her, but you are reviewing the transaction on PS.

 

[ZahraLeyla]

I know exactly who you're talking about. I found it strange that she came so highly recommended, yet had such a casual approach to her work. House Of Riches has been recommended as an appraiser in the Perth repairs thread, so I'll be using them from now on.

I too would ask for a refund/fee reduction based on the missed deadlines. Best of luck to you.

 

[maplefemme]

I'd be very frustrated. She has clearly taken your comment of "not needing to rush" to putting you on the back burner on her list of priorities...not right. Especially after you contacted her the 2nd time in regards.

I have the same thing happening to me with an appraiser at Sotheby's. I need an appraisal on two pieces I want to go up in the next Important Jewels auction. When I called she told me to email her all of the pertinant details and she would get back to me, but it might take a couple of days because she was prepping for an auction taking place the next day. I told her no problem, no rush.
Big mistake, two weeks later - nothing. I called her, she seemed taken off guard, she said "I must have misunderstood, you said you were in no rush?"
Never again will those words leave my mouth, some people take it way too literally and it's not the first time it's happened to me.
I'm not saying its your fault, but some people use it as leverage to drag a$$.

 

[fleur-de-lis]

I'd pay, politely reaffirm my displeasure at the delay to her directly, then leave a review on yelp for her business which succinctly outlined the shortcomings of her business practices to forewarn future consumers.

(Oh yeah, and there's that added benefit that she'll likely have the angst over a public criticism, that she should have already had but didn't during private discourse, at a job poorly done.)

 

[decodelighted]

Never again will those words leave my mouth, some people take it way too literally and it's not the first time it's happened to me.
I'm not saying its your fault, but some people use it as leverage to drag a$$.

Consider this a lesson for you too. People, ESPECIALLY women, are so eager to please and be seen in a positive light & seem like "no trouble at all" that they OFTEN undercut their own needs and inadvertently give people the idea that they're a push over.

Give people an inch ... they take a mile! Recognize your own fault in this .... express your dissatisfaction w/the appraiser in person & move on w/newfound wisdom!

 

[Porridge]

I will be calling her in the morning to assess if the valuations are actually complete. If they are, I will do as you suggest, Cehra. Try to stay calm and let her know I am displeased, and ask what she can do to resolve the situation. If they are NOT complete, I will ask her to not do them and I will pick up the pieces to be taken elsewhere.

I would do this. I would actually text right now, say don't do them, I'm coming to pick them up. She would not get my business!

Same thing happened me at my local alterations place. I followed Deco's advice and things are better now

 

[maplefemme]

Never again will those words leave my mouth, some people take it way too literally and it's not the first time it's happened to me.
I'm not saying its your fault, but some people use it as leverage to drag a$$.

Consider this a lesson for you too. People, ESPECIALLY women, are so eager to please and be seen in a positive light & seem like "no trouble at all" that they OFTEN undercut their own needs and inadvertently give people the idea that they're a push over.

Give people an inch ... they take a mile! Recognize your own fault in this .... express your dissatisfaction w/the appraiser in person & move on w/newfound wisdom!

I found the occasions I'd say "no rush" where more in the context of a figure of speech, not any deep rooted appeasement, but I get what you're saying, deco.

Bottom line, never say "no rush"...it seems to have connotations of "I'm not a priority".

 

[decodelighted]

I followed Deco's advice and things are better now

Can I add this pull quote to my signature line? (Just Kidding!)

 

[Amys Bling]

Never again will those words leave my mouth, some people take it way too literally and it's not the first time it's happened to me.
I'm not saying its your fault, but some people use it as leverage to drag a$$.

Consider this a lesson for you too. People, ESPECIALLY women, are so eager to please and be seen in a positive light & seem like "no trouble at all" that they OFTEN undercut their own needs and inadvertently give people the idea that they're a push over.

Give people an inch ... they take a mile! Recognize your own fault in this .... express your dissatisfaction w/the appraiser in person & move on w/newfound wisdom!

yup. I think people take things a little too literal. You said- no rush- meaning you didnt need to do it that day or within a day or so- but you still wanted it in a timely fashion.

Lesson learned I guess- next time clearly express your expectations- as some people apparently need proper business transactions etiquette spelled out for them

 

[justginger]

I definitely agree with you, Deco. I realized my error on the 16th and thus made myself crystal clear to the assistant that she should now consider my job a priority, and the original week period was what I meant by 'no rush.' Hence my continued annoyance by the second generous deadline passing without contact. And then to be told it was an additional 5 days in a TEXT. My goodness, even after a night's sleep I'm still annoyed!

 

[Porridge]

I followed Deco's advice and things are better now

Can I add this pull quote to my signature line? (Just Kidding!)

I will accept 10% commission as an official spokesperson for the Deco brand

 

[Imdanny]

Please let us know how this turns out.

I've been thinking about this situation since reading this thread.

Are those American dollars? That seems like such a lot of money.

It's galling that she threw the same thing in your face after you clarified what you meant. That's just pathetic.

People don't seem to have very much humility these days about respecting customers and their money.

 

[justginger]

This is how the rest of the story goes:

The day after posting this, a day that was given to me as an option to collect my items, I attempted to contact the appraiser. Several times. I left voicemail messages. The phone calls went unanswered and the messages weren't returned.

Obviously there was no contact over the weekend. I expected that first thing Monday morning (at 11 am, when "office hours" begin for this company) that I would receive a returned call. The message I left on her answering machine clearly said, "Please contact me ASAP." I finally called again, on my lunch break at 12:15. No answer. Tried the mobile number, no answer. I left another message. Tried the office land line again, and was finally answered. Appraiser sounded cheerful, I decided to wait until meeting with her in person to discuss my concerns. I made a time to pick them up after work today.

I arrived, everything was ready and the paperwork looked good. My only concern from the appraisal point of view was that my antique cushion engagement ring was graded to GIA standards. I explained that if I ever had to find a replacement, I would more than likely be looking at stones graded to EGL standards (as is done in the antique cut world, right or wrong), therefore I felt it had been graded too low. She insisted that they grade ONLY to GIA standards. In the end we agreed to leave it as it was (a K/L GIA, versus what I think would be a I/J EGL), but she would handle insurance company negotiations in the case they were to try to replace my stone with a K/L EGL-standard stone.

Now came the frightening part. I am not good with asserting myself in situations like these. I am a notorious roll-over, peacekeeper. However, I really felt wronged for the reasons outlined earlier. So, when it came time for the assistant to charge me the $770 (with the appraiser absent from the room), I said I'd like to speak to the appraiser about the services received. She seemed puzzled, I said that it was in part due to the fact that a promised week job had somehow turned into a three week job.

The appraiser did not react well at first. She was offended and very defensive. Sort of to the point that she was getting ready to rip up the appraisals in front of me and simply give my items back. I was proud of myself because I handled it very calmly in return. I told her I wasn't trying to be unfair to her, I understood she had spent a lot of time and effort on the job, but I wanted to know if she felt as if I had received the full service promised. I didn't intend to shortchange her and if she felt she had treated me to the full $770 worth of service, I was willing to pay for it. She calmed down in return, admitted that she wasn't happy with the backlog of work she had been dealing with, and was disappointed on my behalf. She suggested discounting the price by 10% and apologized for her poor performance over the last 3 weeks.

So, I've got my appraisals, she's got her money, and the transaction is complete. At the end of it, we left on ok terms. I am not certain how I feel about using her again (I did explain to her that in the last 3 weeks I had obtained a new FIG diamond and a new set of diamond earrings, so poor performance would really be losing her a repeat customer over the years). I think if I do so again, I will be very upfront about the timeline. After standing up for myself today I don't think there will be any miscommunication between us in the future.

 

[minousbijoux]

good for you Ginger! I can imagine how hard that was but it sounds like you did an excellent job. If you do work with her in the future, you will be coming from a clear understanding and she'll respect you. You may or may not get improved service, depending upon whether she can handle her business better.

The great thing about standing up for yourself, is that it will be so much easier if you ever have to do it again

 

[Amys Bling]

Good for you- glad it worked out

 

[Missy]

I'm glad you asserted yourself Ginger and that it all worked out. Not sure I would use this appraiser again if I were you though since she was sort of difficult to deal with and I don't like what she pulled on the Friday before you received your items back. Passive aggressive and unprofessional. Backlog or not.