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topazery.com strange customer service

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rosskuhns

Rough_Rock
Joined
Nov 5, 2008
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I started with this email regarding a ring I thought looked nice enough on their site.

http://www.topazery.com/antique-jewelry-item-rg2744.htm

My email to Topazery:

"Hello,


I''m interested in this ring for an engagement, can you send larger pictures? A picture of the diamond itself head on also please.




RG-2744 (the orange blossum ring). Is the diamond visibly clean?




Do you have any insight into the Orange Blossum label/company? I''ve done some searching but found little information other than they were from michigan, were well thought of in the 30''s and got bought out and cheapened by the 70''s. It looks like a canadian company has tried to revive the name.




Regards,

Ross Kuhns"

To which this was the reply:
------------------------------------------------------------------------------------------------------------
"Hi,


Thank you for your email. All of the information and pictures we have for the ring are available on our website. You may view the information by clicking on the following link:




http://www.topazery.com/antique-jewelry-item-rg2744.htm




Sincerely,




Sarah
Topazery Customer Service"


 
I must say, I was a bit
33.gif
by the response.

I started to write a polite response and again ask how to get more information, thinking perhaps sarah is of the intern age or something, or this isn't her real job etc. I was genuinely interested in the ring, but the more I thought of it, the more I thought- wow, what a poor email response...to just link me back to the ring, which I obviously already had seen and further the sale any more. No "please call to discuss", no "we can send you larger pictures" no, well, nothing. (preface this that a lot of my career was as a radio station marketing director and then advertising sales, I then even ran my own ad agency for a few years- mostly with small business'. People would say that I'm a bit of a firebrand for good sellers, good marketing, and good customer service)


So my (admittedly I was annoyed, as I got myself a touch worked up, and realized I would not consider the ring if that's how all they can offer in basic customer response) reply was:

"Um, okay. You can't even send larger pictures of what you have?

Well, on second thought, if you don't even have a straight on picture of the diamond, I have no interest in making an internet purchase off of a few small shots and one short description. Would you make that purchase?


Ross"

----------------------------------------------------------------------------------------------------------------------
To which I got this gem (couldn't resist) of a response:

"Hi,

We cannot meet your requirements and suggest that you work with another jeweler who will make you feel comfortable about your purchase.


Sincerely,


Sarah"

-------------------------------------------------------------

to which, after some more thinking on 'wow, how are we not communicating here? there is obviously a gap somewhere'. I wrote back:

"Sarah,

Because I'm a bit of 'raised eyebrows' at your replies, having been a small business owner myself and in broadcast advertising for years...I'm trying to understand here - it does sound like I'm not a good customer match for your site...who is your typical customer? other jewelers? buyers who know their diamonds much better than I?


I was doing some research and had run across your site on pricescope.

Regards,
Ross Kuhns"





 
...this was the response I got:

"Hi Tim,

Thank you for visiting our website and asking about one of our antique engagement rings. We strive to provide excellent photos, accurate descriptions, and detailed gemological reports of our antique and vintage jewelry. I'm sorry we didn't have the information you needed to feel comfortable about a purchase from us.

Best wishes and thank you for visiting.



Sincerely,



Jan Walden
President"





I guess somebody uses the cut and paste a bit too much.
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A shame, because I thought it was a very pretty ring with the detail, just no shot of the stone I could see well enough head on, (and it's about half the budget I'm willing to spend)
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Wow! I kind of doubt they will stay in business very long with that kind of response! Not too many people are going to pluck down several thousand dollars on a ring when they can''t even get decent information. The description on their website is pretty vague and there really isn''t a good view of the diamond face on, at all. Seems pretty shady! JMHO
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there, I tightened the email spaces up a bit to it''s easier to read. Yes, I don''t know if they are
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(shady) or not, I did find them mentioned in a thread on pricescope, but I have computer friends and it would be easy enough to set up a false site, heck they could make it look better.
I was then genuinely interested that I wasn''t a good customer for them. Maybe they only want people who do know their diamonds, not another newbie, or maybe they do wholesale mainly, or some area I''m not aware of; but if you''re going to have an internet presence, you should at least TRY. I do often get a response to my last email, and have often started of an interesting discussion with the owner or manager on their customers and who they''re trying to reach.
I do hate to see bad marketing!

*I do love your pig comment tag though!
 
Date: 11/18/2008 12:50:59 AM
Author: rosskuhns
there, I tightened the email spaces up a bit to it''s easier to read. Yes, I don''t know if they are
10.gif
(shady) or not, I did find them mentioned in a thread on pricescope, but I have computer friends and it would be easy enough to set up a false site, heck they could make it look better.

I was then genuinely interested that I wasn''t a good customer for them. Maybe they only want people who do know their diamonds, not another newbie, or maybe they do wholesale mainly, or some area I''m not aware of; but if you''re going to have an internet presence, you should at least TRY. I do often get a response to my last email, and have often started of an interesting discussion with the owner or manager on their customers and who they''re trying to reach.

I do hate to see bad marketing!


*I do love your pig comment tag though!
Click to expand...


I went back and looked at that ring again and I do love that setting. I''ve seen that orange blossom style show up in other places too, including ebay, so I think it must have been a popular one during the early part of the 20th century. Would love to find a replica setting or even an original one myself, someday
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Would you say that diamond is actually on OEC? It doesn''t seem very pillow like on top, and seems more like a modern cut to me. Could be wrong though!

I came across that pig comment several months ago and just loved it. It''s been my motto every since LOL.
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Wow. Ridiculous and rather creepy of them. They do have lovely things but I''m sure they would have a better and more prosperous business if they learned some manners. Sorry this happened to you. Once, when asking of more photos on a stone, I phrased it something like - I was sorry to bother them, however, this additional information might very well save us both the trouble and expense of buying an item, only to get it and find it not satisfactory and then having to return it.
 
They did you a very large favor by telling you they don''t want your business. After they''ve filed for bankruptcy protection they''ll reinvent themselves as wedontwantyourmoney.com
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Here''s hoping all bad businesses will be this honest before we give them our money.
 
Allow me to translate topazese...

apathy.jpg
 
Also, look at this one in your price range. With Erica, you know you are getting a top quality diamond and setting at a fair price. I''ve bought two rings from her and others here have as well. It looks somewhat like the one you were first looking at.

http://www.jewelsbyericagrace.com/antique_and_reproduction_rings
 
Honestly, I think they did you a favor too. For whatever stupid reason, they don''t want to deal with customers. They want someone to see something, click it, and buy it. So at least they were upfront about the fact that for whatever stupid reason they don''t have time/desire/a camera to help you, and so that you might be happier shopping somewhere else.

I agree it isn''t a good business model, but I''d rather hear that than get a runaround and empty promises for weeks.
 
That is so odd. I was interested in two bands from them last year. When I emailed them I got a prompt reply. I even spoke to them on the phone and they were lovely. I had decided on one of their rings and I was saving for it and it sold. Oh well.

But I've noticed that their prices keep going up and up every time I pop in for a look. They had one ring on there for $800 and now it's well over 1000k. I know the price of metals has gone up but that wouldn't affect them bc they aren't making the rings and they already had the ring in stock before the price of gold went up.

It seems to me if they can't sell the ring in two years they should lower the price not raise it.


Anyway, I think your cs issue a sign of internal trouble for the company. It sounds like they're having financial troubles to me.
 
Hi Ross,

In light of the issues relating to privacy, be aware if your name is in fact Ross Kuhns, then it is out for the world to see. Take care. If you want to change that e-mail admin for help.*

Regarding the e-mails, wow, what weird responses. I am usually happy when firms are this weird upfront, you know to keep well away from them.

Happy ring hunting!

ETA: I see your name is probably Tim, so I am worrying you for nothing.
 
Their reaction to you is kind of scary. They are obviously hiding something, don''t most people ask? I guess not if they are shopping there. WOW!!!!!!!!!!!!!
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That is odd! I bought from Topazery a few years ago and worked with Jan, she was lovely and I felt very well taken care of. Things must have changed a lot! Antique sites can be hard to come by, it''s too bad that they didn''t want your business.
 
The ring and diamond look pretty. Certainly looks to be in good shape for an antique. If their return policy is decent, you could choose to not let Sarah Robot stand between you and a nice ring by ordering it just to see it.
 
Aparently they could care less about making a sale with you... I tend to move on in situations like this.
 
Thanks for the thoughts steel, that''s not my legal name, but what I''m known by...however, there are three of us in the city I live in so it''s not a huge deal.

Oh, I do like that ring tradergirl, I wonder if it will get into the 15% off category?


Hmm, this is the hard part of the whole thing for me, how to surprise her, but how to get her say in what she would want.


No neveendingupgrade, I don''t look at it like that - order and return. If they are that apathetic in trying to make a sale (make some money, pay some bills) what are they going to be like if I want to return it? I''ve had a few things like that over the years, and I do get refunded in the end, but the stress and hours spent on it make it worth it to find a good company and good people.

That''s why I won''t buy something from fay cullen. I like their rings, but their return policy is bad, and they did email to say they would "work with me" but I read a few bad stories here.

I''m of the opinion that if I''m spending thousands of dollars with someone, it shouldn''t be painful for me
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If you like Erica's ring, contact her through her website! I'll bet you'd be happy you did. She is very flexible. The first ring I got from her was a scandalous deal!
 
In light of the posts here about topazery.com, I wanted to take a few minutes to respond.

Shopping for jewelry online is new to many customers and they are not yet internet savvy. We often receive emails from shoppers who don''t realize that clicking on a thumbnail photo on our website displays additional information and photos about a jewelry piece. So, when you email us and ask for more pictures or information, we always send you a link to that information; and, it''s usually just what you needed.

I understand that shopping on the internet is not the best option for everyone and I don''t want to waste your time if you require information that we cannot promptly provide for you. If you ask for more photos, it''s difficult to take them for you in a timely manner because we schedule photo shoots well in advance.

Our team will be discussing the suggestion posted here to provide face on diamond shots as one of our photos. Our website has evolved to include information that has been requested by our online customers. Topazery''s offerings and services don''t satisfy all jewelry buyers, but we strive to be the best in our niche.

For designer jewelry which is offered for sale on our website, I am required by the designer to post prices set by the designer. I am also required to increase prices at their request, even for pieces which are already in our inventory. This causes problems for us as well as our customers. In 2009, we are expanding our own Topazery collection and focusing on our brand instead of the brands of others.

Every antique and vintage jewelry piece that is offered for sale on our website is accompanied by professional photographs, a detailed gemological report prepared by a GIA Graduate Gemologist, as well as a prose description. We provide all of this information up front in every listing so you can easily review all of the important information about a jewelry piece before you purchase it. We want you to be thrilled when you receive your jewelry instead of disappointed that the piece is not what you expected.

I attribute our company''s success to our customers and appreciate your business very much. Many thanks to Addy and other Pricescope members who have purchased from Topazery. And thanks to Pricescope for providing a way for members to share information about diamonds and jewelry.

Jan Walden
President
Topazery.com
 
Date: 11/18/2008 5:06:47 PM
Author: MMT
Their reaction to you is kind of scary. They are obviously hiding something, don''t most people ask? I guess not if they are shopping there. WOW!!!!!!!!!!!!!
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Click to expand...

I guess this is a good example on how NOT to run an internet business? Though I have yet to buy from them, I have been so impressed by others accounts of pricescope vendors like WF and GOG, ERD etc, who seem to go that extra mile to be sure a buyer is happy with their purchase both before and after the sale. Asking for additional pictures and wanting to see shots of the diamond straight on are not unreasonable requests IMHO, especially on a high ticket item.
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Date: 11/19/2008 10:06:02 PM
Author: rosskuhns
Thanks for the thoughts steel, that''s not my legal name, but what I''m known by...however, there are three of us in the city I live in so it''s not a huge deal.

Oh, I do like that ring tradergirl, I wonder if it will get into the 15% off category?


Hmm, this is the hard part of the whole thing for me, how to surprise her, but how to get her say in what she would want.


No neveendingupgrade, I don''t look at it like that - order and return. If they are that apathetic in trying to make a sale (make some money, pay some bills) what are they going to be like if I want to return it? I''ve had a few things like that over the years, and I do get refunded in the end, but the stress and hours spent on it make it worth it to find a good company and good people.

That''s why I won''t buy something from fay cullen. I like their rings, but their return policy is bad, and they did email to say they would ''work with me'' but I read a few bad stories here.

I''m of the opinion that if I''m spending thousands of dollars with someone, it shouldn''t be painful for me
2.gif
Click to expand...
Not always easy to get it right the first time when buying online.
 
Date: 11/20/2008 2:31:42 PM
Author: fortson
In light of the posts here about topazery.com, I wanted to take a few minutes to respond.

Shopping for jewelry online is new to many customers and they are not yet internet savvy. We often receive emails from shoppers who don''t realize that clicking on a thumbnail photo on our website displays additional information and photos about a jewelry piece. So, when you email us and ask for more pictures or information, we always send you a link to that information; and, it''s usually just what you needed.

I understand that shopping on the internet is not the best option for everyone and I don''t want to waste your time if you require information that we cannot promptly provide for you. If you ask for more photos, it''s difficult to take them for you in a timely manner because we schedule photo shoots well in advance.

Our team will be discussing the suggestion posted here to provide face on diamond shots as one of our photos. Our website has evolved to include information that has been requested by our online customers. Topazery''s offerings and services don''t satisfy all jewelry buyers, but we strive to be the best in our niche.

For designer jewelry which is offered for sale on our website, I am required by the designer to post prices set by the designer. I am also required to increase prices at their request, even for pieces which are already in our inventory. This causes problems for us as well as our customers. In 2009, we are expanding our own Topazery collection and focusing on our brand instead of the brands of others.

Every antique and vintage jewelry piece that is offered for sale on our website is accompanied by professional photographs, a detailed gemological report prepared by a GIA Graduate Gemologist, as well as a prose description. We provide all of this information up front in every listing so you can easily review all of the important information about a jewelry piece before you purchase it. We want you to be thrilled when you receive your jewelry instead of disappointed that the piece is not what you expected.

I attribute our company''s success to our customers and appreciate your business very much. Many thanks to Addy and other Pricescope members who have purchased from Topazery. And thanks to Pricescope for providing a way for members to share information about diamonds and jewelry.

Jan Walden
President
Topazery.com
Click to expand...
Thank you for taking the time to clarify. In the future perhaps it would help to include in the email response to a consumer asking for more pictures (or different angles) the explanation that the items are professionally photographed by appointment and thus additional photos are not available (instead of just saying ''we cannot meet your requirements and suggest you work with another jeweler'') - this would be clearer to the consumer.
 
Date: 11/18/2008 12:26:33 AM
Author: rosskuhns




I must say, I was a bit
33.gif
by the response.

I started to write a polite response and again ask how to get more information, thinking perhaps sarah is of the intern age or something, or this isn't her real job etc. I was genuinely interested in the ring, but the more I thought of it, the more I thought- wow, what a poor email response...to just link me back to the ring, which I obviously already had seen and further the sale any more. No 'please call to discuss', no 'we can send you larger pictures' no, well, nothing. (preface this that a lot of my career was as a radio station marketing director and then advertising sales, I then even ran my own ad agency for a few years- mostly with small business'. People would say that I'm a bit of a firebrand for good sellers, good marketing, and good customer service)


So my (admittedly I was annoyed, as I got myself a touch worked up, and realized I would not consider the ring if that's how all they can offer in basic customer response) reply was:

'Um, okay. You can't even send larger pictures of what you have?




Well, on second thought, if you don't even have a straight on picture of the diamond, I have no interest in making an internet purchase off of a few small shots and one short description. Would you make that purchase?






Ross'

----------------------------------------------------------------------------------------------------------------------
To which I got this gem (couldn't resist) of a response:

'Hi,




We cannot meet your requirements and suggest that you work with another jeweler who will make you feel comfortable about your purchase.






Sincerely,






Sarah'

-------------------------------------------------------------

to which, after some more thinking on 'wow, how are we not communicating here? there is obviously a gap somewhere'. I wrote back:

'Sarah,




Because I'm a bit of 'raised eyebrows' at your replies, having been a small business owner myself and in broadcast advertising for years...I'm trying to understand here - it does sound like I'm not a good customer match for your site...who is your typical customer? other jewelers? buyers who know their diamonds much better than I?






I was doing some research and had run across your site on pricescope.

Regards,




Ross Kuhns'





Click to expand...
I have never purchased from this vendor. I did look at their website and thought that the photos were quite large and showed the rings from a number of perspectives. Some had head on views and others did not. I agree that having head shots of all of the rings would be very helpful. I also thought that their descriptions were thorough. I did think the the OP selected himself out of purchasing the ring very early in the process. A phone call to the vendor would have probably cleared matters up rather quickly. The OP's email was on the snarky side and the he received two polite responses. If I was a vendor and received this type of email, I would I have thought that this had "difficult customer" written all over it. I wouldn't have pursued his business either
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Thanks to the president of Topazery for coming on the board to reply to this thread. It's good to hear your thoughts on this matter.
 
I think the OP was very polite in his first email. Stating what he knew about the orange blossom shows that he did research and isn''t out to just purchase any old ring... he wants to be very educated and precise in this large purchase. The Topazery customer service should have seen that he wanted to be an informed consumer and should have offered him a little more information on the ring instead of directing him back to the same old information. I also cannot tell if the stone is eyeclean or if it really is an old european cut diamond as stated in the desciption. A head on photo would help to clarify.

My bet is that the ring is NOT eyeclean and they were maybe trying to skirt the issue.

Sure, they may have a professional photog do their shots to post online, but SOMEONE there should be able to use a digital camera and email a quick photo to a potential customer. It sounds like the employees are just there to take people''s credit card info and aren''t educated on diamonds or jewelry.
 
It was the OP's second and third emails that were sarcastic. If he had called or written a more detailed description of his needs, he may have gotten the response that we did on PS. Someone at Topzery could have looked at the stone to see if it was eye clean. He didn't ask them to do so. What I am saying is the OP's emails indicated that he no longer wanted to do business with the vendor. He said that they couldn't meet his needs. That is not the vendor's fault. Evidently the OP opened an account on PS to air his experience. I think he shares the responbility with the vendor for not having a better transaction. He admits that he had an attitude. YMMV.
 
Looking at the fairly good info they have, more photos are not a big deal. Pay the 45 bucks to ship and use the generous return period to look yourself. The eyeclean question is very valid though. Agree that they should have explained how they do the photos. My first thought was to wonder if they have the item on premises or if it was photographed and held in someone else''s inventory then drop-shipped - that is one of the usual issues with getting additional information.
 
Date: 11/21/2008 5:08:28 AM
Author: elmo
Looking at the fairly good info they have, more photos are not a big deal. Pay the 45 bucks to ship and use the generous return period to look yourself. The eyeclean question is very valid though. Agree that they should have explained how they do the photos. My first thought was to wonder if they have the item on premises or if it was photographed and held in someone else''s inventory then drop-shipped - that is one of the usual issues with getting additional information.
Click to expand...
Yes, just what I said. It is hard to buy online and expect that you won''t be returning something at some point. Besides, the salesperson might say something is eye clean, but the purchaser might not agree. "Eye-cleaness" is more opinion than fact. I bet anyone younger than me can see things in diamonds that I can''t see just by virtue of the fact that I am over 40.
 
Date: 11/21/2008 2:09:32 AM
Author: risingsun
It was the OP''s second and third emails that were sarcastic. If he had called or written a more detailed description of his needs, he may have gotten the response that we did on PS. Someone at Topzery could have looked at the stone to see if it was eye clean. He didn''t ask them to do so. What I am saying is the OP''s emails indicated that he no longer wanted to do business with the vendor. He said that they couldn''t meet his needs. That is not the vendor''s fault. Evidently the OP opened an account on PS to air his experience. I think he shares the responbility with the vendor for not having a better transaction. He admits that he had an attitude. YMMV.
Click to expand...

Yes, the email back was sarcastic, after the simpleton reply with no assitance that I got back. I was taken aback by that, but notice in my follow up email that I did go back, and try to regroup and ask them basically "what am I missing?" It was a chance for a nice little reply like Jan put here, a good seller could have even turned it into a sale- but I got a short answer back, along with Jan calling me Tim. (a bit of icing on the proverbial "bad customer service cake")

I''m glad Jan got on here and put her POV down. I think if she would simply cut and paste that first paragraph or two of her response here into their normal response, along with something that would be of customer assistance...like "please call us at xxx-xxxx if we can be of further assistance or to discuss" or simply- ASK QUESTIONS. One of the cardinal rules of sales, that would have made me feel fine and I would not have then taken the time to post here.

If they are really a decent company concerned about their reputation and customers, I simply hope that they will learn from this post and become more customer service focused, as yes, there are somewhat high dollar items (for the size)
2.gif
.


Enjoy your stone hunting! I''m still looking...

Ross (aka Tim)

*No, risingsun, the OP did not open an account just to air his experience. He has been searching and researching online for over a month and found PS weeks ago. He has a bank account set aside for a ring as he is preparing to ask a certain question others here will be familiar with... :)
 
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