i know exactly what you mean... i usually go on the tiff website everyday so i kinda know the product, name, sizes... when i went that day to tiff, looking at the showcases i told the sa that i wanted to see the loving heart necklace... *might i add that i was pointing to the necklace in the showcase*... if she didnt pull out a completly different necklace! a few other times that i've shopped at tiff, i told the sa that i have see such and such necklace or ring on the website and they dont know what i'm talking about... very frustrating... i feel like i sometimes have to draw a pic of what the item looks like for them to know what im talking about...^ what a bummer, that's so unfair. I'm kinda annoyed with the SA's at tiffany's lately. Everytime I go in there they seem to know nothing about their product. Last time I was in Tiffany's on Wall St. in NYC the I told the SA what I was looking for and then he asked me "Where is it?" He works there not me, he should know where it is. I've stopped buying stuff from there because of their lousy CS recently. Everytime I'd walk out of that store regardless of which one it is I'm talking to myself because I can't believe how dense their SA's are. I cannot believe that the SA mixed up the necklaces on you. Just more proof that they don't care about their customers. Sorry for the rant! I'm glad you got the necklace you wanted but they should compensate you in some way for all the hassle.