My diamond earring got destroyed in vacuum cleaner accident but we recovered the diamond and needed it reset in a new post. So we took it back to Zales where we had purchased it a year earlier-they told my boyfriend that we would be getting a brand new earring and that it was impossible to repair and he signed an estimate for 125. He also called back to confirm they would be sending the damaged post back-they are white gold. So needless to say he picks up the earring and all goes well but no post. So he calls the next day and they said it was repaired so there wouldnt be a new post. WTF? Repaired? We were told that we were getting a brand new post. We had no idea it would be repaired. They even said they would send up back the post. There was no phone call, no new estimate, no agreement to pay 125 for a repair when a brand new post costs 125 in itself. This is ridiculous. They specifically spoke to my boyfriend multiple times and told him it was impossible to repair.
So now we are furious because he never authorized these repairs to take place and since we knew a new one cost the same why wouldnt we just a new one? We called the manager Bruce Brown and he was a total jerk-saying that we had signed the form so pretty much too bad. He could not even tell me for sure on the phone if it had in fact been repaired or if it had been replaced. It sure doesnt look very new because its still bent. So we paid someone 125 to reset a stone and bend it back a little bit? He told me on the phone it costs 30 dollars to reset a stone. So what was the other 90 for? Bending a little metal-total bs.
Bruce Brown-the manager couldn't even tell us for sure what had happened. He was unwilling to give me the jewelers name to verify what had happened to my jewelery but after asking multiple time for him to send me copies of all the information they had, he agreed. He said if I had any other concerns to pretty much call corporate. I will see if they actually come so I can see if it just got replaced.
Speaking with Bruce Brown was awful. The worst customer service I have ever experienced. I cannot believe anyone can be so unprofessional. He did give me his supervisors name Sill Adams so we will contact him. We are both furious and feel completely lied to and ripped off. When we contacted the manager he was angry at us and irritable and refused to give us any usable information-not even to give a definite answer as to what had been done. We never agreed to or signed off on repairs-we agreed to a brand new one and they never told us anything-that it wasnt new, that it was repaired until we called to get the old post back that they had promised to return and didn't. Zales sucks.
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