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ijen0311 · May 20th, 2009, 08:03 PM

I ordered my mom a 9-carat tennis bracelet from zales.com for mother's day.

She did not like the bracelet, and I went to Zales to return it. They have refused to take the bracelet back because they say it was a "special order" item. There was nothing like this noted when I bought it,and nothing "special" about the order.

This is cut and pasted from their online return policy:

Zales.com is dedicated to delighting you with your jewelry purchase and our services. If for any reason you are dissatisfied with your purchase, you may return it within 30 days (of the date your order was shipped from our distribution center) for a full refund of the purchase price, minus the shipping & handling, unless you have received a damaged or incorrect item. Exchanges must be made within 90 days.

I'm definitely at a loss for what to do now. I'm not getting anywhere with their customer service. The total for the bracelet was $8878.74, so this is a big deal.

I'd suggest that if you are buying from them, ask first if the item is returnable.

itsonly4me · May 20th, 2009, 08:11 PM

Wow that stinks! Can you exchange it for something else she would like better?

ijen0311 · May 20th, 2009, 08:12 PM

here's a pic:

Jane*Bond · May 20th, 2009, 08:19 PM

Is there a CS number you can call for website orders? Do not let this go. I would talk to the CS person and go up the food chain as necessary.

I just looked at their website and they are still selling this piece. It is marked as a special order item, but I don't see anything in their returns policy that excludes returning special order items. Maybe the store did not want a return that large on their books? In any event, at least zales.com should take this back.

Good luck

lorihmatthews · May 20th, 2009, 08:25 PM

I would call them and remind them of their policy. Then tell them you will do a chargeback if they do not accept the return. That should get their attention.

fashion16 · May 20th, 2009, 09:19 PM

I wouldn't let this go either. I hate to tell you this but my family has had problems w/ Zales for years, to the point where I will never buy anything from them b/c I have seen my mom experience so many problems with their customer service, stones falling out soon after purchase etc.
Normally I would never recommend this but I noticed you have a FL gator avatar. If you live in FL, there is a guy that works for the Orlando Sentinel that reports on consumer woes. His name is Greg Dawson and he works for the business section. He often will contact the company and try to resolve consumer complaints because if the company doesn't comply, he will write these consumer stories in his column (no company wants that kind of bad press). He has been able to resolve many situations similar to yours. Let us know how it works out.

Cedes · May 20th, 2009, 09:32 PM

I'm not siding with Zales, but I want to make sure I have this right - you ordered the bracelet online and then took it to a store to return it?

If that IS the case then the store may not stock the style of bracelet you bought, which could by why they're calling it a special order. Have you contacted Zales.com to see if you can return it to their distribution center, rather than taking it in to a store? You'd probably have to pay return shipping and insure the bracelet which would be pretty hefty, but that's the downside to online shopping that we've all faced at one point or another.

I hope you get it worked out!

Starlett309 · May 21st, 2009, 05:52 AM

I agree with Cedes. Return via the method you purchased - so if you did it online, their online customer service point would be the first point of contact. If you tried to return an online purchase to a physical store then they probably didn't want to take it because that would mean a -$8000 sale on their store's numbers (not a good thing in this economy!).

You are definitely entitled to a full refund though so don't give up. This kind of thing is very common (unfortunately) and the sad thing is that these stores know if they say "no" once, most people will not make the effort to keep complaining! So don't give up - fight for the refund and update us on what happens!

ijen0311 · May 21st, 2009, 10:05 AM

Sorry everyone, I should have added that in. I have called CS - spoke to a few different people and supvs - gotten different answers from all of them. I'm going to sit down and call again today and will update later.

Jeneen · May 21st, 2009, 12:30 PM

^ This is terrible! Let us know what happens.

And GO GATORS!

bizad · May 21st, 2009, 12:45 PM

I would also contact money magazine, BBB etc. Most importantly keep contacting your cc company.

Roe · May 21st, 2009, 01:00 PM

i purchased a men's bracelet for my bf for v day and as much as he loved it, we had to return it 3 times because it kept falling apart on his wrist.

No wonder why they are going under!!!

heat97 · May 21st, 2009, 03:23 PM

not to play devil's advocate but...... just went to the website and searched for the item you were looking at --- and it does say on the page under delivery details "special order"
http://www.zales.com/product/index.j...=3422373&kpc=1
but i do agree that it does not say anything about not being able to return it.

Bag*Snob · May 21st, 2009, 03:30 PM

Even though the page says SPECIAL ORDER - no where on the website does it say it is not returnable - or am I missing it?

I agree - it should be returned to zales.com.

ijen0311 · May 21st, 2009, 05:03 PM

Originally Posted by heat97

not to play devil's advocate but...... just went to the website and searched for the item you were looking at --- and it does say on the page under delivery details "special order"
http://www.zales.com/product/index.j...=3422373&kpc=1
but i do agree that it does not say anything about not being able to return it.

You're right. I guess what I meant was... nowhere does it say that "special order" items are different from any other items - other than shipping time (and it actually arrived next day anyway, lol).

And an update - still not getting anywhere with CS. They're saying no return, neither store nor on-line. Apparently they outsource the distribution - this bracelet came from somewhere else (the return address is another company, not Zales.com) and the distribution house will not take the return. Zales is acting like they have no responsibility here (like the other company is the problem). How would a consumer know this? Why would Zales sell something they have no control over?

May 20th, 2009, 08:03 PM	#1
ijen0311 OP Member Joined: Mar 2008 Posts: 240	Be careful at Zales.com I ordered my mom a 9-carat tennis bracelet from zales.com for mother's day. She did not like the bracelet, and I went to Zales to return it. They have refused to take the bracelet back because they say it was a "special order" item. There was nothing like this noted when I bought it,and nothing "special" about the order. This is cut and pasted from their online return policy: Zales.com is dedicated to delighting you with your jewelry purchase and our services. If for any reason you are dissatisfied with your purchase, you may return it within 30 days (of the date your order was shipped from our distribution center) for a full refund of the purchase price, minus the shipping & handling, unless you have received a damaged or incorrect item. Exchanges must be made within 90 days. I'm definitely at a loss for what to do now. I'm not getting anywhere with their customer service. The total for the bracelet was $8878.74, so this is a big deal. I'd suggest that if you are buying from them, ask first if the item is returnable.
ijen0311 OP Member Joined: Mar 2008 Posts: 240

May 20th, 2009, 08:11 PM	#2
itsonly4me LV Addict Joined: May 2007 Location: PA Posts: 4,847	Wow that stinks! Can you exchange it for something else she would like better?
	__________________ Ok we are doing it again!! PA - NJ - NY - TPF meet - NOVEMBER 22nd. Come for a day of lunch, shopping and fun with fellow tPFers. CLICKME!!

May 20th, 2009, 08:12 PM	#3
ijen0311 OP Member Joined: Mar 2008 Posts: 240	here's a pic:
ijen0311 OP Member Joined: Mar 2008 Posts: 240

May 20th, 2009, 08:19 PM	#4
Jane*Bond Member Joined: Sep 2008 Posts: 359	Is there a CS number you can call for website orders? Do not let this go. I would talk to the CS person and go up the food chain as necessary. I just looked at their website and they are still selling this piece. It is marked as a special order item, but I don't see anything in their returns policy that excludes returning special order items. Maybe the store did not want a return that large on their books? In any event, at least zales.com should take this back. Good luck
Jane*Bond Member Joined: Sep 2008 Posts: 359

May 20th, 2009, 09:19 PM	#6
fashion16 Member Joined: Apr 2007 Posts: 2,013	I wouldn't let this go either. I hate to tell you this but my family has had problems w/ Zales for years, to the point where I will never buy anything from them b/c I have seen my mom experience so many problems with their customer service, stones falling out soon after purchase etc. Normally I would never recommend this but I noticed you have a FL gator avatar. If you live in FL, there is a guy that works for the Orlando Sentinel that reports on consumer woes. His name is Greg Dawson and he works for the business section. He often will contact the company and try to resolve consumer complaints because if the company doesn't comply, he will write these consumer stories in his column (no company wants that kind of bad press). He has been able to resolve many situations similar to yours. Let us know how it works out.
fashion16 Member Joined: Apr 2007 Posts: 2,013

May 20th, 2009, 08:25 PM	#5
lorihmatthews Fall is here! Joined: Oct 2006 Location: San Francisco Posts: 11,026	I would call them and remind them of their policy. Then tell them you will do a chargeback if they do not accept the return. That should get their attention.

May 20th, 2009, 09:32 PM	#7
Cedes tori Joined: Apr 2006 Location: it's tropical Posts: 1,926	I'm not siding with Zales, but I want to make sure I have this right - you ordered the bracelet online and then took it to a store to return it? If that IS the case then the store may not stock the style of bracelet you bought, which could by why they're calling it a special order. Have you contacted Zales.com to see if you can return it to their distribution center, rather than taking it in to a store? You'd probably have to pay return shipping and insure the bracelet which would be pretty hefty, but that's the downside to online shopping that we've all faced at one point or another. I hope you get it worked out!
	__________________ Enter to win a Juicy Couture Candy Cane charm! Charm Candy: Because No One Can Own Just One. http://charmcandy.blogspot.com

May 21st, 2009, 05:52 AM	#8
Starlett309 Member Joined: Jun 2008 Location: Australia Posts: 201	I agree with Cedes. Return via the method you purchased - so if you did it online, their online customer service point would be the first point of contact. If you tried to return an online purchase to a physical store then they probably didn't want to take it because that would mean a -$8000 sale on their store's numbers (not a good thing in this economy!). You are definitely entitled to a full refund though so don't give up. This kind of thing is very common (unfortunately) and the sad thing is that these stores know if they say "no" once, most people will not make the effort to keep complaining! So don't give up - fight for the refund and update us on what happens!

May 21st, 2009, 10:05 AM	#9
ijen0311 OP Member Joined: Mar 2008 Posts: 240	Sorry everyone, I should have added that in. I have called CS - spoke to a few different people and supvs - gotten different answers from all of them. I'm going to sit down and call again today and will update later.
ijen0311 OP Member Joined: Mar 2008 Posts: 240

May 21st, 2009, 12:30 PM	#10
Jeneen Member Joined: Feb 2009 Location: up in the gym workin on my fitness Posts: 2,736	^ This is terrible! Let us know what happens. And GO GATORS!
	__________________ *Jeneen* Stop searching forever, happiness is just next to you. - dbf's fortune cookie

May 21st, 2009, 12:45 PM	#11
bizad Member Joined: Apr 2009 Posts: 72	I would also contact money magazine, BBB etc. Most importantly keep contacting your cc company.
bizad Member Joined: Apr 2009 Posts: 72

May 21st, 2009, 01:00 PM	#12
Roe Member Joined: Jan 2008 Location: after death is there a bag heaven? Posts: 2,154	i purchased a men's bracelet for my bf for v day and as much as he loved it, we had to return it 3 times because it kept falling apart on his wrist. No wonder why they are going under!!!
	__________________ Check out some of my other loves: http://forum.purseblog.com/your-bag-...es-271875.html

May 21st, 2009, 03:23 PM	#13
heat97 Member Joined: Nov 2006 Location: NYC Posts: 1,880	not to play devil's advocate but...... just went to the website and searched for the item you were looking at --- and it does say on the page under delivery details "special order" http://www.zales.com/product/index.j...=3422373&kpc=1 but i do agree that it does not say anything about not being able to return it.
	__________________ "I like my money where I can see it, hanging in my closet" WISHLIST: 1. Nude Patent Wallis -37 2. Nude VP w/ nude or gold tip -37 3. Ivory Champus - 37 - got them thanks to meggy!!! 4. Roccia Python Simple - 37-37.5

May 21st, 2009, 03:30 PM	#14
Bag*Snob For All Things Authentic! Joined: May 2006 Posts: 1,829	Even though the page says SPECIAL ORDER - no where on the website does it say it is not returnable - or am I missing it? I agree - it should be returned to zales.com.
	__________________ *BagSnob**

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