Good morning,
So what happened to us yesterday tipped this whole nightmare over the edge.....
When I last posted on Wednesday my fiance had received a voicemail from the RM asking him to call the store to have them call him....we did not call as I planned to call HQ again yesterday.
Thursday 3.50pm : I call Corp HQ and ask for Store operations, I get put thorugh to one lady and transferred to another; both vbery polite and concerned about the situation. I explain that I am calling to complain not only about my ring but also the length of time it has taken the RM to contact us. The last lady said I would hear from the RM within the hour.
4.15pm: RM calls me. Tells me he has severely repreimanded the staff at the Lundstromstore that I brought the ring to be cleaned at and the staff at the Whitehall store for the way I was treated. I tell him that the staff at Lundstrom were very nice and I understood their reluctance regarding handling the ring once the stone fell out. I explain the staff at Whitehall were disgraceful. He told me he was going to order some new rings for me, I interjected and said I did not want any more jewellery from their store, I wanted a refund, I had no confidence in their products are my experiences with both of my rings and I was done with them. He questioned me further about each incidence and when we bought the ring. I explained everything and then he mentioned something about resizing a pave band and how the jeweller shoudl have ordered a pve in my exact size....I was confused and told him I did not have either band re-sized. He said that the jeweller said my band was re-sized and I said no. I explained my fiance had asked for the balls to be placed on the inside on my band about 2 months ago and was told this would be about $75 and we did not get it done at the time. He asked if I had it done anywhere else and I said no.
He told me this should have been done for free as their is an extended warranty on the rings.....another faux pas of this store...am i surprised??? NO.
He asked if i would be at my number for the next 10-15 mins and I said yes, he said he would call back.
16.53pm: My fiance calls and said the RM just called him and said the following: He had ordered rings from the manufacturer to be delivered next week to the Whitehall store, we were to come in and view the rings, if we were not happy, the next step would be to call his VP.
I was furious, not only did he call my fiance instead of me, he went ahead and ordered these rings after i told him i did not want them!!
17.06pm: I call the RM and ask him why he did not call me back. He said he had to call my fiance as he was the one who made the original purchase. I told him I did not want the rings and could not believe he was not going to refund the money. He became evry irritated at this stage and said, well your fiance agreed to this and I said no, he agreed to you ordering them, us viewing them, telling you we still wanted a refund and then getting your VP involved because you are giving us no other options. I told him i would be rejecting all rings and there was no point in this. He became very, very irritated at this stage and told me he had the rings overnighted and they would be at the store tomorrow and he felt he had gone above and beyond for us.
i told him we were getting married in 3 months and this was not one of the issues i thought we would be dealing with, how embarrassing it was to have no engagement ring for the last 2 weeks, and how bad the customer service was that we had to wait one week and four days to actaully speak to the person who was supposed to call us within 48 hours of our initial phone call. That''s when he flipped.....he said he did not have to listen to this and he had aleready spoken to his VP and there would be no refund. I told him that was fine, but now i would be contacting the local BBB and the NYS Consumer Affairs department, he said "We have attorneys to protect us" I said that''s great I have an attorney too ......
He then began ranting that "this is my personal, business phone and I don;t need to listen to this" iasked what exactly is a "personal business phone?" and he kept repeating it.....He then said I am going to end thsi convrsation and he hung up.....
I am in complete shock at this stage!
So what happened to us yesterday tipped this whole nightmare over the edge.....
When I last posted on Wednesday my fiance had received a voicemail from the RM asking him to call the store to have them call him....we did not call as I planned to call HQ again yesterday.
Thursday 3.50pm : I call Corp HQ and ask for Store operations, I get put thorugh to one lady and transferred to another; both vbery polite and concerned about the situation. I explain that I am calling to complain not only about my ring but also the length of time it has taken the RM to contact us. The last lady said I would hear from the RM within the hour.
4.15pm: RM calls me. Tells me he has severely repreimanded the staff at the Lundstromstore that I brought the ring to be cleaned at and the staff at the Whitehall store for the way I was treated. I tell him that the staff at Lundstrom were very nice and I understood their reluctance regarding handling the ring once the stone fell out. I explain the staff at Whitehall were disgraceful. He told me he was going to order some new rings for me, I interjected and said I did not want any more jewellery from their store, I wanted a refund, I had no confidence in their products are my experiences with both of my rings and I was done with them. He questioned me further about each incidence and when we bought the ring. I explained everything and then he mentioned something about resizing a pave band and how the jeweller shoudl have ordered a pve in my exact size....I was confused and told him I did not have either band re-sized. He said that the jeweller said my band was re-sized and I said no. I explained my fiance had asked for the balls to be placed on the inside on my band about 2 months ago and was told this would be about $75 and we did not get it done at the time. He asked if I had it done anywhere else and I said no.
He told me this should have been done for free as their is an extended warranty on the rings.....another faux pas of this store...am i surprised??? NO.
He asked if i would be at my number for the next 10-15 mins and I said yes, he said he would call back.
16.53pm: My fiance calls and said the RM just called him and said the following: He had ordered rings from the manufacturer to be delivered next week to the Whitehall store, we were to come in and view the rings, if we were not happy, the next step would be to call his VP.
I was furious, not only did he call my fiance instead of me, he went ahead and ordered these rings after i told him i did not want them!!
17.06pm: I call the RM and ask him why he did not call me back. He said he had to call my fiance as he was the one who made the original purchase. I told him I did not want the rings and could not believe he was not going to refund the money. He became evry irritated at this stage and said, well your fiance agreed to this and I said no, he agreed to you ordering them, us viewing them, telling you we still wanted a refund and then getting your VP involved because you are giving us no other options. I told him i would be rejecting all rings and there was no point in this. He became very, very irritated at this stage and told me he had the rings overnighted and they would be at the store tomorrow and he felt he had gone above and beyond for us.
i told him we were getting married in 3 months and this was not one of the issues i thought we would be dealing with, how embarrassing it was to have no engagement ring for the last 2 weeks, and how bad the customer service was that we had to wait one week and four days to actaully speak to the person who was supposed to call us within 48 hours of our initial phone call. That''s when he flipped.....he said he did not have to listen to this and he had aleready spoken to his VP and there would be no refund. I told him that was fine, but now i would be contacting the local BBB and the NYS Consumer Affairs department, he said "We have attorneys to protect us" I said that''s great I have an attorney too ......
He then began ranting that "this is my personal, business phone and I don;t need to listen to this" iasked what exactly is a "personal business phone?" and he kept repeating it.....He then said I am going to end thsi convrsation and he hung up.....
I am in complete shock at this stage!
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