Harry Winston Experience.... Not Good

[jeangreypurple]

So, I posted the other day about a diamond where the specs were horrible and thanks to all of you, I have gotten my deposit back on that diamond. I was talking to some of the guys at work and they were telling me to start with the best. Harry Winston. If I couldn''t afford HW, I could always work my way down. So, I walked into the store and it was completely silent. The woman at the counter asked "Can I help you?" I told her I was looking for enegagement rings. She just points to a 2 foot case filled with about 11 rings. I asked her if this was all she had and she said "That''s it!" So I asked her if I could look at one. She yells across the floor and says "Tom, this gentleman would like to see a ring." and out walks Tom. If this was 20 years ago he would have been mistaken for Willy Wonka, and he thought who he was. At that point I wanted to leave. But instead i stayed and pushed the knife futher into my stomach. On a side note I brought a buddy with me and Tom didnt even acknowledge his existence, no hand shake not even a simple "Hello." So about 5 minutes into this painful experaince his cell phone starts ringing in the other room, and he tells the assistant to go grab it for him cause he was expecting an important call. He didnt even excuse himself or appologize for the interuption. After all that he decided not to take the call and puts the phone down... so as i stayed and asked questions about the pricing of different diamonds, my girlfriend is interested in a Round, he told me a 2 CT round would start at $80,000! what?! i guess he saw the anguish in my face, when he told me "there might be something we can do." wait harry winston discounts diamonds?! forget this guys...

 

[CrookedRock]

I am not surprised at all to hear this. I have an extremely successful uncle who lives in the city, and when he and his now wife went to look at rings, HW was on of the first places they went. Needless to say he was also treated like sh*t. Sad for them bc he could afford it. He''s such a great guy though, that he just laughs at the experience now and makes fun of them. I think they should be a little more careful about judging people, and I truly believe that everyone should be treated the same, bc you just never know who is ligit and who isn''t. The funny thing is that it''s usually the people that don''t show wealth that have it!

 

[MP]

I suspect that they run their store much like Tiffany. An appointment with a so-called diamond specialist is encouraged and they do not favor the simple walk in and looking business. Think about it from their perspective. They probably get people all day who have no intention of buying and couldn't afford a ring from them if they wanted to who want to try a ring on just for a laugh or to hold it for a minute.

In any event they shouldn't have treated you like that regardless of any circumstances. I have people who have walked into my store looking like they just got out of bed who will spend several hundred dollars like it's nothing. It's the guys in suits who are usually the cheap one's.

What's your budget if you don't mind me asking?

 

[KCCutie]

One question.

Now that you have found PS why are you still listening to guys at work?

I''m sure the experts on here can help you find an amazing 2ct round thats in your budget....if you asked really nicely.

 

[mrssalvo]

Date: 3/28/2008 11:23:15 AM
Author: KCCutie
One question.


Now that you have found PS why are you still listening to guys at work?

hehe...ditto this.

seriously though, who says HW is the best. Don''t get me wrong, I love HW and surely wouldn''t mind something from there, but I don''t live the lifestyle of the rich and famous and actully had a budget to work under. I''m sure we can really help you find an amazing ring/stone for your budget if you want the help. and most likely it would compete very well with HW.

 

[Ellen]

You can get a stunning ring made right here with our vendors, for way less.

Let us know if you decide to go that route and need some help!

 

[CrookedRock]

Just a thought... If you are willing to look at HW why not just have Leon Mege do a ring for you? It's kinda the same thing...

 

[diamondfan]

I hate poor service, wherever it occurs.

I have always been treated well in stores, but I know how some SA''s and stores can be, and it is not great for business. You just never know who is showing up and wanting to buy. All clients should be treated well, even if only browsing.


That said, I think the really knowledgeable folks here can help you make a ring that will kick butt, even when compared to HW. Not even a worry. Yes, walking into a store like HW is lovely and seductive, but if, in the end, the best ring for your budget is the goal, then you can certainly look no further.

 

[lisa1.01fvs1]

Date: 3/28/2008 11:22:50 AM
Author: MP
I suspect that they run their store much like Tiffany. An appointment with a so-called diamond specialist is encouraged and they do not favor the simple walk in and looking business. Think about it from their perspective. They probably get people all day who have no intention of buying and couldn''t afford a ring from them if they wanted to who want to try a ring on just for a laugh or to hold it for a minute.

In any event they shouldn''t have treated you like that regardless of any circumstances. I have people who have walked into my store looking like they just got out of bed who will spend several hundred dollars like it''s nothing. It''s the guys in suits who are usually the cheap one''s.

What''s your budget if you don''t mind me asking?

At first I got a little miffed at this comment but then thought back to our shopping experience there last summer and yeah we had a bum SA and then a great one!

The first had a sorta disconnected, smirky "you''re not gonna get it" experssion on her face

the whole time while showing us the ring that lo & behold we did later purchase the same ring but from a different SA

!

I see her in the store every now and then when I go for cleaning and to browse and she stays away.

Some of them seem really dissillusioned or uninterested and I''m not just talking Tiffany''s.

What''s up? Get another job if handling diamonds all day does''nt suit you!

 

[LegacyGirl]

Tiffany's treated me like utter crap when I went in with intentions of buying several thousand dollars worth of jewellery. I had wanted

this: http://www.tiffany.com/Shopping/Item.aspx?sku=GRP00072&mcat=148204&cid=287466&search_params=s+5-p+1-c+287466-r+101424821+101323341-x+-n+6-ri+-ni+0-t+

and this: http://www.tiffany.com/Shopping/Item.aspx?sku=18967375&mcat=148204&cid=287461&search_params=s+5-p+1-c+287461-r+-x+-n+6-ri+-ni+0-t+

and a bracelet to match a ring I already owned that they keep behind the counter and don't advertise. It was only $125.

No one wanted to help me at all. Needless to say this turned me off to their store forever, and is another reason I did not get the Legacy ER. I will never buy anything from them again. If I want a piece I will wait and get it from Ebay.

 

[DiamondGirlHH]

Both HW and Tiffany think the walk-ins for diamonds are just waste of their time so they behave the way they do. For such respectable companies, it''s basically a poor service but they don''t seem to care because of their brand recognition and celebrity following.

Even though they both deal with quality product and they stand behind their products, they are way overpriced.

 

[diamondseeker2006]

The real truth is, you can get as good or better quality than HW at a lot less money. What you will not get is the name. Yet, it is pretty tacky to go around telling people where your ring comes from. So I just don''t see it as worth it to pay double for the name. A top quality diamond can be purchased from several PS vendors, and I don''t see that settings are going to be any better anywhere than Leon Mege and Maytal Hannah.

 

[diamondfan]

I happen to think Leon is a master and has some of the most amazing stuff to be had, anywhere. I would never think it is a step down...and I think some of those stores are overrated. My dream right hand ring with a stone in it would come from Leon at this point. His work is superb.

I hate the judgment that often occurs in these stores...

 

[MoonWater]

I've only been to Tiffanys twice but both times were actually pretty good. I had one sales rep in NY that was slightly dismissive but the store was crowded with what was obviously tourists (myself included) so I cut him some slack. Everyone else there was fine though. I even spent quite some time with the Legacy *drool*. My second experience was closer to home and I knew exactly what I wanted so that may have helped. But I'm picky and took a while and they were very patient with me. They even looked for items that were no longer on the floor (I wanted a vase that was from the summer). Also, I looked at a pink Legacy this time and the SA was awesome. Even called another store to seek a smaller carat weight for me (and I only wanted the price).

I also want to recommend Leon, though I have never seen anything in person. But my god, what I see here and on his site is utterly amazing! Besides, I'm a stickler for customer service and after your story, even I want to avoid HW (not that I could afford it haha).

 

[Pandora II]

Funnily enough, the people I have had amazing service from - and they know full well I''m not buying - are Graff.

They even asked me if I wanted to try the 35ct rings on - oh, and the $2 million necklace!

Their staff are knowledgeable and lovely.

Maybe it''s because most people are too scared to walk past the security gorillas outside so they have no customers?

If I ever have serious money to spend on bling and I want the 5* experience rather than my usual bargain hunting mentality, Graff will be my port of call.

(That said, I have had a great time browsing in Tiffany and De Beers, but only because I''ve come across SA''s who are gem fanatics and want to talk bling not just sell it)

 

[Ty Cobb]

bah you can get horrible service anywhere. I have had horrible service from some of the vendors on PS.

Personally it is sad if something as trivial as poor service keeps you from buying a ring you have dreamed of.

But yes, Tiffs does advertise for you to make an appointment, but I have always had good service when I have gone there, wether I told them I was just looking or looking to buy.

HW has always been fine as well, Cartier.... yes and no, but I am wouldn''t say I wouldn''t buy from one just because I had an idiot SA.

What irritates me is when I call someone about a specific design and they try repeatedly to steer me towards some trademark design they are pushing....

 

[CaptAubrey]

Stores like HW and Tiffany get a lot of looy-loos, so after a while the sales associates start to get sick of it, and brush off the people who don''t look serious about buying. Working for those stores is also kind of like selling Ferraris and BMWs, so some SAs let it go to their heads, and think people expect them to be a bit snooty.

 

[diamondfan]

I do not think anyone would like being treated in a snotty manner. It should not matter if you are ready to plunk down your credit card or not, you should be treated well. One never knows who the person in front of them is, so all people should be treated with respect. If it is a super busy Saturday in the flagship Tiffany''s, I can understand how a SA might not want to spend hours with someone who is not a real customer. For that, I might nicely suggest making an appt so they could have all of the SA''s time. Anytime I am buying at those stores, I align myself with someone and I call before I come in so I have a bit more private time. But overall, being pleasant to a customer is highly important, and I would not be happy to know my SA''s were being blatantly nasty to anyone.

 

[arjunajane]

Date: 3/28/2008 1:39:03 PM
Author: Ty Cobb
bah you can get horrible service anywhere. I have had horrible service from some of the vendors on PS.

Personally it is sad if something as trivial as poor service keeps you from buying a ring you have dreamed of.

But yes, Tiffs does advertise for you to make an appointment, but I have always had good service when I have gone there, wether I told them I was just looking or looking to buy.

HW has always been fine as well, Cartier.... yes and no, but I am wouldn''t say I wouldn''t buy from one just because I had an idiot SA.

What irritates me is when I call someone about a specific design and they try repeatedly to steer me towards some trademark design they are pushing....

With all due respect, I really don''t agree with your comment. I think the PS community has a mutual appreciation of good/great service as well as diamonds, which is kind of the point of the forum. I''m confused, do you think that the OP should''ve accepted being treated badly just for the "honour" of being able to buy a HW ring? I think thats nonsense, and for me, bad service 100% will discourage me from buying - whether its a diamond ring or a lunch bar we''re referring to. I don''t believe poor service is "trivial" at all, especially when we''re talking about a big ticket hugely emotional purchase like an ering - infact the service and experience is an hugely important part of buying an ering for most people.

 

[Imdanny]

How disappointing. I''ve always heard that HW was nice. I have no respect for pretension and rudeness, wherever it occurs. Shame on that jerk. I bet he couldn''t have afforded an $80,000 ring.

 

[MoonWater]

Date: 3/28/2008 1:54:39 PM
Author: arjunajane

Date: 3/28/2008 1:39:03 PM
Author: Ty Cobb
bah you can get horrible service anywhere. I have had horrible service from some of the vendors on PS.

Personally it is sad if something as trivial as poor service keeps you from buying a ring you have dreamed of.

But yes, Tiffs does advertise for you to make an appointment, but I have always had good service when I have gone there, wether I told them I was just looking or looking to buy.

HW has always been fine as well, Cartier.... yes and no, but I am wouldn''t say I wouldn''t buy from one just because I had an idiot SA.

What irritates me is when I call someone about a specific design and they try repeatedly to steer me towards some trademark design they are pushing....

With all due respect, I really don''t agree with your comment. I think the PS community has a mutual appreciation of good/great service as well as diamonds, which is kind of the point of the forum. I''m confused, do you think that the OP should''ve accepted being treated badly just for the ''honour'' of being able to buy a HW ring? I think thats nonsense, and for me, bad service 100% will discourage me from buying - whether its a diamond ring or a lunch bar we''re referring to. I don''t believe poor service is ''trivial'' at all, especially when we''re talking about a big ticket hugely emotional purchase like an ering - infact the service and experience is an hugely important part of buying an ering for most people.

Amen to that. I was in customer service for years! That''s why I have high standards and yet know when to cut people slack. There is no excuse for treating people poorly! If you can''t handle the job, find a new one, geez.

 

[Diamond*Dana]

Well I am sorry to hear that you had a bad experience, that is no fun at all. I have never been to HW, so I don''t have any stories as far as they are concerned. My experience with Tiffany''s has been positive for the most part. Cartier is another story...I have been in there once, and thanks to snooty SA''s, I don''t plan on returning.

 

[kcoursolle]

I had similar experiences when I went into designer stores to look at rings. I think it might be that I look young...

Personally I feel that with the higher cost of designer stores you should get top service no matter who you are. If this isn''t the case, I definitely wouldn''t shop there.

 

[LegacyGirl]

Date: 3/28/2008 1:39:03 PM
Author: Ty Cobb
bah you can get horrible service anywhere. I have had horrible service from some of the vendors on PS.

Personally it is sad if something as trivial as poor service keeps you from buying a ring you have dreamed of.

But yes, Tiffs does advertise for you to make an appointment, but I have always had good service when I have gone there, wether I told them I was just looking or looking to buy.

HW has always been fine as well, Cartier.... yes and no, but I am wouldn''t say I wouldn''t buy from one just because I had an idiot SA.

What irritates me is when I call someone about a specific design and they try repeatedly to steer me towards some trademark design they are pushing....

Personally, it''s sad when people keep those who offer poor customer service in business.

 

[Isabelle]

I agree with Ty again. I have always had a very pleasant experience shopping at Tiffany. The true Tiffany SA treats all customers with utmost respect b/c that is good manners, and Tiffany has always been about etiquette and impeccable manners. If anyone encounters a rude SA at Tiffany, I would strongly urge you to call the NY offices and speak to the person in charge of sales for the whole company. I know for sure that Tiffany''s senior managers in NY would absolutely BRISTLE if they knew that a girl who developed her Avatar and online identity out of tribute to Tiffany ("Legacy Girl") would be so poorly treated that she would not want to shop there again. That is not acceptable and I am sure they would want to know about it.

On a totally unrelated note, Ty, I agree with you about Cartier''s Houston store. I don''t know if other cities have better Cartier''s, but other than my rolling ring that I got 6 years ago, I have never seen one piece of jewelry in there that I really wanted. Strange.

 

[whatmeworry]

Now I know how to get the Harry Winston discount....anguish on the face. You think this smiley would work?

Or maybe this?

 

[diamondfan]

I would NOT let their attitude stop me if I really wanted something from them. Rather, I would ask for a manager, tell them of my experience with the SA and proceed to make sure that SA did not get a commission on my ring. So, would I let it stop my purchasing if that is what I wanted? No. But I would not just accept it either. I would make someone above that SA know how I was treated.

 

[Garry H (Cut Nut)]

Date: 3/28/2008 1:43:53 PM
Author: CaptAubrey
Stores like HW and Tiffany get a lot of looy-loos, so after a while the sales associates start to get sick of it, and brush off the people who don''t look serious about buying. Working for those stores is also kind of like selling Ferraris and BMWs, so some SAs let it go to their heads, and think people expect them to be a bit snooty.

I think you said it all Capt.

When Drena walsk in with her ring, tennis braclet, earrings and 6mm black pearls on she starts a sale person feeding frenzy.
In jeans and minimal trinkets (like just the 2,500 year old simple silver coin pendant) she gets ignored.

If my staff did that they would be out the door before the client.

I think a lot of brands will face a shake out over the next decade. They are mostly non scarce anymore. Tiffany are opening in a suburban shopping center near me.

 

[Isabelle]

Date: 3/28/2008 8:22:26 PM
Author: Garry H (Cut Nut)

Date: 3/28/2008 1:43:53 PM

Author: CaptAubrey

Stores like HW and Tiffany get a lot of looy-loos, so after a while the sales associates start to get sick of it, and brush off the people who don''t look serious about buying. Working for those stores is also kind of like selling Ferraris and BMWs, so some SAs let it go to their heads, and think people expect them to be a bit snooty.

I think you said it all Capt.


When Drena walsk in with her ring, tennis braclet, earrings and 6mm black pearls on she starts a sale person feeding frenzy.

In jeans and minimal trinkets (like just the 2,500 year old simple silver coin pendant) she gets ignored.


If my staff did that they would be out the door before the client.


I think a lot of brands will face a shake out over the next decade. They are mostly non scarce anymore. Tiffany are opening in a suburban shopping center near me.

You definitely cannot tell the shopper''s budget based on how they dress, for sure. A good SA knows that.

Forgive me for the following, temporary threadjack:

Tiffany is starting to open more and more boutiques with a sharper focus on the "Room 2" type jewelry and they are scaling down on the Room 1 (fine) type jewelry. I am sure that has already been discussed on here, but they announced this plan recently and I had heard about it beforehand. I think you will have to go to the main Tiff''s (NYC, Houston, Beverly Hills, etc.) in order to get the best selection of fine jewelry. I think the Tiffany boutiques will still be called Tiffany & Co. but they will focus on more high dollar contemporary jewelry (ie fashion jewelry) like they sell in Room 2 now. I don''t totally love the idea but, I guess they make more on the Room 2 stuff b/c of volume. So many people want a "Tiffany & Co." piece, and many more can afford 2 or 3 hundred dollars to get that than can afford 10 or 12 thousand dollars. From a profitability sense, I see it. From a long term brand association that holds: "Tiffany = Superior Luxury" , I don''t. And I say this as a trademark lawyer who spends her day dealing with branding issues.

 

[Garry H (Cut Nut)]

Date: 3/28/2008 9:06:05 PM
Author: Isabelle

Date: 3/28/2008 8:22:26 PM
Author: Garry H (Cut Nut)

Date: 3/28/2008 1:43:53 PM

Author: CaptAubrey

Stores like HW and Tiffany get a lot of looy-loos, so after a while the sales associates start to get sick of it, and brush off the people who don''t look serious about buying. Working for those stores is also kind of like selling Ferraris and BMWs, so some SAs let it go to their heads, and think people expect them to be a bit snooty.

I think you said it all Capt.


When Drena walsk in with her ring, tennis braclet, earrings and 6mm black pearls on she starts a sale person feeding frenzy.

In jeans and minimal trinkets (like just the 2,500 year old simple silver coin pendant) she gets ignored.


If my staff did that they would be out the door before the client.


I think a lot of brands will face a shake out over the next decade. They are mostly non scarce anymore. Tiffany are opening in a suburban shopping center near me.

You definitely cannot tell the shopper''s budget based on how they dress, for sure. A good SA knows that.

Forgive me for the following, temporary threadjack:

Tiffany is starting to open more and more boutiques with a sharper focus on the ''Room 2'' type jewelry and they are scaling down on the Room 1 (fine) type jewelry. I am sure that has already been discussed on here, but they announced this plan recently and I had heard about it beforehand. I think you will have to go to the main Tiff''s (NYC, Houston, Beverly Hills, etc.) in order to get the best selection of fine jewelry. I think the Tiffany boutiques will still be called Tiffany & Co. but they will focus on more high dollar contemporary jewelry (ie fashion jewelry) like they sell in Room 2 now. I don''t totally love the idea but, I guess they make more on the Room 2 stuff b/c of volume. So many people want a ''Tiffany & Co.'' piece, and many more can afford 2 or 3 hundred dollars to get that than can afford 10 or 12 thousand dollars. From a profitability sense, I see it. From a long term brand association that holds: ''Tiffany = Superior Luxury'' , I don''t. And I say this as a trademark lawyer who spends her day dealing with branding issues.

Very wise cmments Isabelle. In you experianced opinion, if we said Tiffany has a brand value currenlty of X, or 90, or some amount on a scale. How long would it take for that premium value to be 1/2 way between say BBB or some other mid upper market brand and where they are now?
1 year, 5 years, 10? 25?