How would you deal with a dishonest SA?

[A bottle of Red]

All premier luxury companies have a discreet client research division or section, but this scenario is more likely to generate rolled eyes from VCA than not. Regardless of issues raised, the provocative title of this thread would be of interest to corporate. (I say this solely based on what my own premier luxury SAs have told me, at VCA, Verdura/Belperron, Bulgari, Briony Raymond, and Foundrae, as well as the fine jewelry divisions at Hermes, Chanel, and Dior.

I do believe a client should only purchase from someone they are completely happy with, but once an item is purchased, I personally have an issue with returns for reasons other than product defect (Just my own personal opinion which is often more stringent than posted return policies). I also believe that if one is extremely picky, that the onus is on the client to examine an item personally before purchase.

I also don’t think that the request for a brand new, never been out of plastic, item would be taken seriously by VCA, especially when, as in this case, it appears that the item does not have flaws. If these types of requests were taken seriously by VCA, or any other premier jewelry brand, then these companies would be loath to allow prospective clients to handle any items unless they were reasonably sure of purchase, and they would also be loath to accept any form of return for fear that the said item would no longer be considered saleable. VCA has kindly allowed me to try on numerous pieces ranging from a high jewelry piece costing more than my luxury prewar, classic six condo (a piece that I told them I would never ever purchase); Romeo and Juliet pieces; a diamond zip necklace; numerous liane lariats; and, the buton d’or line. I am sure I am one of many who have been offered this opportunity, and this practice would no way deter a serious prospective purchaser

Someone above posted that given product scarcity, most pieces would be tried on, and another posted that after she tried one on, it was simply returned to the plastic. Agree. So, an item with a different serial number would not indicate a brand new piece. It could even be a returned piece. I believe it would be difficult to find an SA who could trace the chain of custody of a mass produced piece, or one who will accommodate requests like this for an item that is not individually commissioned. And, honestly most SAs would prefer not to have clients who express these demands.

With respect to the photographing of pieces, my SAs have never had an issue with action shots, but given the proliferation of the replica industry, I believe that the photographing of serial numbers should be discouraged as a matter of general practice.

JMO and YMMV.

ETA: IMO I don’t think these actions remotely rise to the level of SA malicious falsehood or misconduct, nor do I think any of this could remotely be grounds for lawsuit. Many may disagree with me, but I also don’t think that the SA did anything significantly out of line with established practice in the premier jewelry industry as a whole. The client’s recourse is to refrain from purchase, but I think that @etoupebirkin’s suggestion to simply enjoy the purchased item is more constructive. Not sure what more can be said, in support of either position, regarding the subject of this thread.

ETA: some posts have suggested that the SA should have simply stated I can only sell you this piece for XYZ reason. There are many reasons why an SA chooses to be more opaque about sales policies that come from management, and one of them, of the top of my head, is not to encourage these questions bc it may hinder the salability of other items, and provoke even more adverse reaction.

Have the various SA told you they monitor these forums ? That's so interesting; I wonder if it's a way of getting customer feedback or something else.

 

[880]

Have the various SA told you they monitor these forums ? That's so interesting; I wonder if it's a way of getting customer feedback or something else.

No they have not It’s my understanding that the opposite is true. (Though I believe in some of the Asian threads, TPFers have posted that their SAs are aware of relevant threads. My H and chanel SAs say that they won’t spend their limited free time on something like TPF, and that they think TPF is kind of crazy. By my statement you referenced above, I meant that my SAs have told me that there are corporate divisions that deal with client research.

 

[lvchanellvr]

Based on my visits at the store, SA do not allow you to take pics of the tag showing the serial #s. I believe it was an oversight committed by the SA. As for requesting a newly untouched piece, it can be a transfer from another store and there is no guarantee it is 'new and untried by customers'.

On a recent visit, I tried on the WG Perlee Clover which was on display and she immediately said that she cannot order a new one and whatever is at the store is the only one they will receive. The days of having multiple quantities of an item are no more given the shortage of materials and the high demand and popularity of VCA in the last few years.

Since you stated your preferences and they were not met, you should move on to a new SA. It is beautiful piece that you own and I hope you are wearing and enjoying it.

 

[nicole0612]

Great point about pictures of serial numbers! I did not think of that.

One thing I do know is that VCA monitors this forum closely. So it would not surprise me at all if VCA is not aware of this situation at some level, especially given the attention-grabbing thread title.

My SA always mentions what she sees posted on this forum, which takes me aback every time, but it is a good reminder. Thanks for posting this EB.

 

[L etoile]

I'm calling bull on the fact that you accidentally photographed the serial number. This thread is ridiculous. I doubt they would even want you as a client at this point. I applaud everyone else here for their refrained responses but I just cannot with this.

 

[september1985]

I'm calling bull on the fact that you accidentally photographed the serial number. This thread is ridiculous. I doubt they would even want you as a client at this point. I applaud everyone else here for their refrained responses but I just cannot with this.

that SA was set up

 

[Cartier<3]

If you wanted a fresh piece, you wanted a fresh piece. That is completely reasonable if that is what you want. Just ask her. Maybe she didnt lie to you and made a mistake. I’m sure she’ll be fine with it and maybe offer you an exchange. At the end of the day you should be happy with your purchase and enjoy it!

 

[TC1]

Is it possible the SM came in, saw that a request for a particular necklace was listed somewhere to order in. They checked the system and saw there was one in stock, not realizing the circumstances of you trying it on and wanting a "fresh" one.
They then told the SA "the item you have requested is now available" and then you purchased it?
Hard to say what was going on if you didn't ask in person.

 

[Swanky]

Closing… there’s been more than a few responses in this thread that were reported. We require all posts to be respectful, if you don’t agree with someone, cool!! But do not post back rudely, we require respectful posts.