I purchased a wedding band 12/9/06 on Zales.com for my daughter-in-law-to-be.
Since it didn't match the curvy engagement ring I bought her originally, I took it to the Chapel Hill Zales store for refund on 1/2/07. The Store rep sold me a more expensive diamond pendant instead. I said I preferred to get the refund first as I'll be out of the country on vacation till end of Jan, and the pendant wasn't on sale - i.E. It's not a good deal. Store rep reassured me it's OK to purchase as I have the 30-day risk-free guarantee.
When I tried to return the item 1/29/07 (because Zales.com has a really good deal that would save me ~$150), the Store Manager (Larry Oliver) refused to give me the refund. He claimed that my 1/2/07 store purchase was an exchange, therefore, the 30-day guarantee is based on the first Zales.com purchase date (12/9). When I asked him to call Corporate / customer service to prove that his claim was true, he told me to go to the Zales.com for the customer service number myself as they closed at 3pm already. I was only able to find the Zales.com customer service number. I called and was told Zales.com would have treated the return as a credit back to my credit card and processed the 'exchange' item as a new purchase.
Basically, the Chapel Hills Zales Larry Oliver's (Store Manager) refusal to honor the 30-day refund is wrong and unethical.in addition, I believe the store uses deceptive sales practices to lure customers into an 'exchange' instead of a 'refund' and 'new purchase' to help their twisted argument.
Therefore, beware, and always INSIST on a FULL REFUND first to protect yourself. Do not let them lure you into an 'EXCHANGE'.
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