For Mother's Day I chose to purchase a few items at Lord and Taylor. I bought 2 pairs of earrings, in which of course, i bought matching necklaces for each pair. I was very excited about my purchase since I knew it was something my mother would love and I knew the merchandise was good quality. The sales associate was very helpful since she placed the jewlery in a box and placed it all in a bag with tissue paper.
Well, as excited as I was, I couldn't wait to hand my mother her gift. As my mother opened one of the boxes, she gasped at how beautiful one necklace was. Unfortunetly as she tried to place it on her neck she noticed the clasp wasn't hooked on with the necklace. It was undone with the rest of the necklace so when she undid the clasp the necklace just separated. So, of course, I decided to go back to Lord and Taylor and hopefully find a resolution in my position.
So, now I'm at the counter and I go over to the lady and explain my situation. I explain that the clasp was undone with the necklace and that I wasn't trying to return it but that I wanted a new one so that my mother would be able to wear it. She then, very rudely, tells me that they don't sell garbage and that I must have been very rough with it. I explain to her that I indeed was not and that if I could have, I would have fixed it but there was no way to since it didn't have a hook to clasp. (And just for information, I'm a Store Manager for an accessory/jewlery store so it would not have been a problem for me to fix the jewlery if it was able to be fixed since I do it as a living) She then proceeds to tell me that I am lying and goes on to show me all the other necklaces and how they all have working clasps. I then, once again, explain to her, that I am not trying to return the necklace but instead trying to get a new, working one. I tell her that I did not touch the necklace since I wasn't the one to place it in the box and my mother wasn't even able to place it on her neck since the clasp didn't work. I explain to her that it's not impossible to sell a broken or damaged one by mistake. I work at a jewlery store and jewlery can be damaged upon shipment. Needless to say, with a very rude attitude, she exchanges the necklace for me. She stays near the register area with my information for a while, looking at me with a dirty face every chance she gets, before finally coming over to me. She then proceeds to staple my receipt with a new one. But, before she even says anything I attempt to thank her, but she cuts me off and looks me in the eyes and says, "You better be honest with me. Tell me the truth on how you broke it. I know we don't sell garbage and you are just a rough and damaged person." I look at her with disgust and rather than say something I really wanted to say, I simply grab the box and walk away. It's not like I wanted my money back, I simply wanted a necklace my mother could wear. I wasn't looking for an attitude but I obviously got that instead.
I am truly disgusted at the service that Lord and Taylor sales associate provided today. It is sad to say, but it makes me not want to shop there anymore. What makes matters worse, I preferred that store over any other high end retailers. I think as of next month, I might cancel my Lord and Taylor credit card and just never shop there again. I was willing to spend almost $400 on jewlery so obviously money wasn't a factor for me. I was simply expecting pleasant, competent customer service as I had received the day I bought my merchandise but instead received an appalling attitude with wrongful accusations.
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