Hi, all. I am very upset. I don't mean to bash anybody's company and have the upmost respect for retail workers, but this is my true story of what just happened. SO and me picked out a very pretty diamond promise ring for me for our anniversary at the beginning of February last month from Zales. Since we couldn't find anything we liked in store, we bought it online from their website. It arrived way over the scheduled due date, I think it took like over 4 weeks to come in, and that was fine.
It needed to be resized a half size down, as I have tiny fingers. So we took in to the Zales store to be resized. Customer service was terrible. The sales associate who rung up our resizing sale just didn't know anything. First, she handed it back to me and told me it couldn't be resized. Then, she took it away from me and said "oh yes it can be resized." Ok. Then it was the same with the protection plan "This doesn't qualify for it" "oh wait, yes it does.". But she could not answer basic questions. Could not tell me how the protection plan worked at all (if i needed to bring my ring in for cleaning once every six months for the plan to be valid, if I could bring it in whenever.). So now we bought this protection plan with no clue how it works, still. (I'm not a typical customer at Zales, but at other jewelry stores.). That was fine. We walked out and they told us it would be ready in two weeks.
Two weeks passed by, and no ring. I called and they simply said it's not in yet, it will be in no longer than 3 weeks. 3 weeks passed by, and nothing. Fine, maybe it's just taking a little while. Then I call and am told that it will most definitely be here no later than March 7th. (It is now the 11th.) SO calls the store 5 times on a mid weekday (not a busy weekend) and nobody answers. Then I call 7 times and nobody answers?? Fast forward to today, we get a phone call stating that our ring has been lost in transit and that they are sorry but there is not much they can do. Manager cannot answer any questions or give me the name of where they send the rings to, to be resized. She says loss prevention will call us on Tuesday and that is all that they can do.
Manager says that we can keep on waiting for the ring but there is no guarantee that we will get it. (I guess the other rings all came back and ours didn't.) The only thing she says we can do is wait for a call four days from now from security/loss prevention and then they will refund us everything and we will have to repurchase everything. I said, "Because we ordered it online and that took weeks to arrive, and then you guys had us wait many weeks to be resized, (over a month) and now to do it all over again will take another month, is there any compensation for this?" But she only said that no, she doesn't know.
So now I'm feeling kind of disappointed and hopeless about it, but I really do want the ring.
