To whom it may concern: Hello. My name is Jennifer Perna. My boyfriend purchased a ring from the Potomac Mills CRJewelers for a Christmas gift for me last December. It is a 14k princess cluster diamond ring. On September 20th I had to go back to CRJewelers to replace a diamond that fell out. Although extremely disappointed and not knowing why my diamond fell out of my ring, we replaced the diamond for balance of $120.75. On Saturday December 13th I went back to the store because yet another diamond was lost. The second diamond fell out from a different spot. I went into the store and waited to speak with a manager. When the manager approached me he seemed agitated that he had to speak with me and did not greet me to say hello how can I help you, he also never introduced himself. I told him I had an issue with my ring. I explained that it has been less than a year and I am back for the second time to replace a diamond. I had the receipt from the September repair to show him. He did not look at the receipt and told me that my new missing diamond had nothing to do with the old missing diamond. My issue is this is the second time I have had to come back to the store for defective jewelry purchased at CRJewelers. The manager informed me that he couldn’t guarantee that once they fixed it that it would not happen again. He also made a comparison between the guaranteed diamond and not being able to guarantee that I would not be in a car accident, a comment I felt was unwarranted and ridiculous. I told him that I was very disappointed and did not understand why I would have to pay for yet another diamond to be replaced when the jewelry should be made not to have this defect. He told me that I would be charged and that I would have to pay. He was not willing to stand behind his product or his customers. He was extremely rude and his customer service skills are tremendously unacceptable. I had enough of his rude and unprofessional attitude so I asked for a corporate number. I refused to discuss this with him anymore and he ripped a piece of paper and took MY information instead of providing me with corporate information. He took my number and said he would give his manager my information when he called in about 20 minutes. After TWO HOURS passed, I went back to the store. The manager I spoke with was standing there with no customers. I asked if his corporate manager called and he replied yes. I had to ask him what happened and he said his manager gave him the same results (meaning I would have to pay for the diamond to be replaced) I asked him why he didn’t call me. The professional response should have been to call me personally to say he spoke with this manager and that he would give me a call soon, something along those lines however I received nothing. I then asked again for the corporate number and he replied “he” was out on the road and that he could not give out his cell phone number. With that being understood he told me I would have to go to the website to find corporate information. I have been in customer service for over 10 years now, there is always a way to find a (corporate) number for a customer. He did nothing to try to help me. I then asked for his card and number. His name is JOHNNIE VINES and he is the manager at store #11. I am saddened, disappointed, and disgusted with Mr. Vines’ approach at customer service and not being readily willing to help his paying customers with poorly made jewelry. I want make this company aware of this manager’s behavior and I want this company to know I am a customer that will never be back. I am also a customer that will tell as many friends, co-workers, neighbors and family as possible, to never buy anything from CRJEWLERS. I am still waiting for a phone call from his manager that he supposedly spoke with on Saturday. It is now Tuesday December 16th. I will let my family, friends and co-workers know that CRJewelers does not stand behind their products, and has poor customer service and inadequate products.
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