Store manager at Zales, Oakland Mall, finally admitted that my engagement ring is lost.
My husband purchased the ring in along with a $99 Protection Program. With this program, Zales agrees to inspect the ring every 6 months and cover any necessary repairs.
My July inspection revealed a crack in the diamond, so the store clerk said it would need to be sent out for repair. She gave us a receipt to use when we pick up the ring, According to that receipt, Zales would replace or refund up to $2149 if the ring was lost due to their negligence.
3 months later, after numerous calls to inquire about the ring, we finally recieved an answer. The ring is lost. The store manager was unapologetic and offered us a new design of the ring, which was priced lower than my original ring. I said I was not interested in having a different ring, as my engagement ring was irreplaceable. I would rather have the refund.
She got out the original purchase receipt, and offered a refund about $1100 for the ring. This number was the subtotal for a $2000 ring, before tax, after discounts totaling 45% for opening a Zales card and a coupon, and not including the $99 protection plan. I pointed out, that that is not the same value that Zales listed on my repair ticket. Also, the amount she was willing to refund was not even the full original purchase price, but a subtotal. I also wanted a refund on the Protection Plan that so obviously failed.
The store manager became hostile when I insulted the protection plan, and suddenly refused to help at all.
I immediately called customer service about the situation. I will say that customer service at Zales has been very helpful so far. They are contacting the district manager about the situation. I will update this report as necessary.
For now, I would advise people against shopping at Zales. I will be satisfied if they at least refund me the $2149 value listed on the repair ticket for the ring, as well as the $99 for the Protection Plan, which proved to be useless. No amount of money, however, can replace the sentimental value of my engagement ring, which was lost at Zales' repair company.
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