Zales
Bad customer service Ripoff damages ring then blows you off

I took my diamond engagment ring in for resizing and to have the prongs fixed. I was told to pick it up on 3/18. When they gave me "my" ring the diamond was damaged. I asked to speak to the jeweler who informed me that the ring they gave me was not mine, it was another customers. He then said to come back on 3/20 to pick it up. I spoke to the manager on 3/19 who said they would give me a gift certificate for my time and trouble. I explained that I was stressed because I did not know if they had lost my ring or gave it to the other customer.

I went there on 3/20 this time I did get my ring, but the diamond had been cracked and the gift certificate was $25 off a $200 purchase, which expired in 11 days. Can we say "Coupon." I gave it back and told them I was unhappy with there service.

Emily who told me I needed my diamond bond certifcate to show the classification of my diamond. Emily said my ring did not have one but I knew it did. After calling the GA store where it was purchased I got my right account number. The El Cajon store had given me the wrong paperwork a few years back with the wrong account information. They were basing everything about my ring on this, which was wrong.

I came back on Monday and turned in my damaged ring, the manager Emily said the ring was not cracked by worn down by the prongs (but still damadged and would be replaced under warrenty). I told her another jewely store looked at it and they said it was cracked so she looked at it again and agreed. I gave her the right account number which proved to them that my diamond was certified (after they told me severl times it was not) and turned in my ring. I know have to wait 5 weeks to get my ring back with a NEW diamond.

I called the reginal manager Myla Hudson several times to discuss my dissatifaction with the el Cajon store. Ms. Hudsen returned my call once and left me a message. I then called her back three more times and left three more messages before talking to her today.

When I told Ms. Hudson what happened she immediatly said "that never happens, " I reminded her that it does because it happened to me. Ms. Hudson said she would give me a $25.00 gift card I could pick up, I explained that I spent more then that on gas going to the store so many times. She asked me what I wanted and I told her that first of all I wanted someone to listen to me because no one would. I then told her I wanted her to think about what she could do to compensate me then call me back. She said she would not becasue she did not have to do anything. I explained how offended I was at the coupon, which she insisted was a "gift card, " in CA a gift card cannot have an experation date, which if they had given me a gift card it was invalid because it expired.

This is what I expected:
1) when the ring was not there as promised on Thursday, that the Jeweler had my ring ready Friday, instead of Saturday because it was convienet since he would be there.

2) That some one would listen to my concerns. The most important thing is the sentimental value my ring represents, they don't seem to understand that. To them it's a commission and I did not come with one. When they gave me the coupon that told me that my memories and those of my husband were worth nothing to them.

3) That they called me back, each time I left a message I should have been given a return phone call more. She should have tried to call me instead of calling me back.in this case Ms. Hudson did neither.

4) That they empathized with me, expressed concern and made me fill valued.

I wanted people to know this so that they can think twice about going to the El Cajon store. I will still try to work our my differences with the El Cajon store, I have contacted Coporate Zales and the BBB. We will see if that get's Ms. Hudsons attention. I will update this if something happens.

Also, any suggestions are welcome.

Company: Zales
Country: USA
State: California
City: El Cajon
Address: Parkway Plaza Mall, Fletcher Parkway
Phone: 6194429487

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