In July I left an antique heirloom ring at this Zales store to have it resized. The young woman who took my ring seemed quite fascinated with it and indicated that she had never seen anything quite like it.
She asked how much it was worth and I told her that I had no idea as it had been my grandmothers ring and I had owned it for over thirty years.
When I returned to pick up the ring I was informed that there had been a robbery at the store and that several articles had been stolen. However I was not to worry, as they would replace the ring. The young man at the store asked for a description of the ring and I told them that a friend of mine owned one that was almost identical and he asked if I could bring her ring in.
My girlfriend went to the store with me and confirmed to the sales clerk that she had actually seen my ring the day it was dropped off. The clerk drew sketches of my girlfriends ring, asked if we could leave her ring there (obviously we said no) and then indicated that they would have the Zales jeweler recreate the original. I made several contacts to him and was told that the jeweler was working on it. But then I then I was finally told that he did not work there nor did the original sales clerk who had taken my ring. Is this a coincidence since she was gone the day after the robbery?
I then went to the store in person and was lucky enough to actually meet the Regional Sales Manager, Matt Trinkley, who was visiting the store. He listened to my story, told me that the situation would be immediately resolved, and then introduced me to Kate, who was the Acting Manager of that store. Matt commented on the diamond that I was wearing and became very animated when I indicated that I wanted to have it reset with a diamond on both sides he was more than willing to immediately set me up for a remounting appointment with their jeweler.in the meantime he told Kate to draw additional sketches of the ring that had been stolen and do whatever it took to ensure that I was satisfied with my replacement. Kate was very efficient, obviously dedicated to the customer, and did everything possible to ensure that I was taken care of. This included doing additional sketches as well as using a camera to take pictures of my girlfriends ring so that the jeweler would have additional information to refer to.By now I am three months into the process and several phone calls and visits to the store have been involved.
Along comes Michelle who is the new manager of the store. When I inquired as to whether there was a ring yet available for me, Michelle rudely informs me that she has no knowledge of the situation. After explanation Michelle indicated that Kate had no right to take pictures of my friends ring, attempt to sketch the design or even to guarantee me that I would receive a replacement. She then indicated that there were absolutely no records of my having been to the store, that the computer showed that my replacement value was only $100.00 and that she would send me a check for this amount if I brought in my slip that I had received when I originally dropped off the ring. Perhaps it is a coincidence but in the meantime I had become so dissatisfied and distrustful of Zales I had cancelled the appointment to have my remounting ($1,000 purchase) done. I reiterated that Matt Trinkley had told me that my ring would be replaced to which Michelle indicated that she would call him and ask about it. She did follow-up and said that I would have to have digital photos taken of my girlfriends ring and she would have to see what, if anything could be done. When I asked who covered that cost Michelle indicated that I was on my own with that one! Moreover, that if I was not satisfied I could call the Loss Control Manager, Ruth Glue. Ruth was polite but old me that the only way I would receive more than $100.00 was if I could prove that the ring had actually been an heirloom and could find an appraisal for one with identical or very similar design. Again at my cost!
I went directly to the Zales store yet again and asked for Michelle directly. She actually had the audacity to stand in front of me, the customers in the store, and my girlfriend and indicate that there were no records on file that even showed I had ever been there, the jeweler had never seen any sketches of the ring, and that it would lead her to believe that there was no proof that an heirloom ring ever existed! Kate was present in the store and I was not allowed to speak with her since it was out of her hands now. Michelle went on to say that she was the Manager and that she had not been given any authority to do anything but pay me $100.00. When I brought up the subject of having the digital photos done Michelle indicated that she had never made any such suggestion and implied that I was lying! I suggested that perhaps customer satisfaction should be of utmost importance here since I was the person whose family ring had been stolen. I even suggested that perhaps a reasonable solution at this point would be to allow me to have a dollar limit I could spend within the store since I knew that the price tag on jewelry was considerably less than the actual cost to the store. Michelle then indicated that I had not requested this previously so she had not considered it as an option. When asked why would she not have made this offer to begin with Michelle stated she was not given the authority to do anything different by her manager. She then suggested that I call Matt Trinkley if I was not happy with her decision.
I have called Matt, four times now, and gee what a coincidence but I dont get a return call. When I called the store and asked whom Matt reported to the sales clerk told me that they were not at liberty to have this information.in doing research I then found out that David Harris was Matts boss left a message but I guess you can predict the outcome was yet the same, no return calls! It is now obvious to me that the management staff at Zales has no intention of trying to resolve this situation for me. Please help me understand why I have become the victim in a situation that is far beyond my control. All I wanted to do was have a ring resized so that I could wear it yet six months later and after much emotional distress I am made to feel that I am lying, misstating what my ring was, making up promises that were never made, etc. I find it hard to believe that a jeweler as large as your company would want this kind of dissatisfaction broadcasted. Frankly I would much rather tell people that I was taken care of and felt like a satisfied consumer rather than the victim!
Vicki
Concord, New Mexico
U.S.A.
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