Topic: Home buying cover letter
June 20, 2019 / By Fanni Question:
My DH bought me an anniversary wrap from Zales in October which he gave to me at Christmas. We were at home on leave, and I wanted to wear it, so I took it to a local jeweler to size. This was a family jeweler we have used for over 20 years and had no problems with ever; he sells high quality items.
That said, in the years we have been gone from the area, he has gotten an assistant who is apparently still learning. He is the one who sized the ring and he did an awful job--cracking diamonds, etc. He sent it back to me without ever getting the owner's approval on the ring. When I got it I was devastated and upset; I sent it back to them and asked them to fix it. About a week ago the owner called me and told me that it was not fixable but that they would replace the ring for me. I was grateful and ordered another ring of similar style (the original was no longer in Zales' stock) online, as the store had a small selection in yellow gold.
When I got it it was not nearly the quality of the first one. The diamonds had visible inclusions and it was not sized properly (one side was wider than the other!) and my e ring, consequently, did not fit it. So I called Zales and yesterday went to the store to make an even exchange. They had to make it the exact price because I did not have the original credit card (the jeweler has that in another state) so they gave me the sale price on the item I chose as an exchange to exchange it. So it was all taken care of. Or so I thought.
Last night after I got home I cleaned the ring I chose (an anniversary band, as they did not have a wrap I liked) and I noticed it had a large inclusion in one of the channel diamonds. Not huge, but definetly noticeable--a black carbon spot. It's about the size of a coffee grind. There are two others I noticed as well, although those are not really visible. But the big black one is.
My question is this: at this point I am SO sick and tired of dealing with the whole thing. Zales tried to tell me it was my fault because I took the original ring to a different jeweler; however, that's not the issue! I should not have taken the original ring to a different jeweler, but, the original jeweler purchased another ring from them for me, just as if anyone (family member, boyfriend, etc) would purchase a ring for someone else. They did not even need to know who it was; if I had not told them upfront what had happened, they could have just thought it was a gift. The issue is I have not been satisfied with the quality of either replacement they have supplied, and not anymore this time. Although the inclusion is on the side, and my fingers cover it up for the most part, I am not satisfied with it because every time I look at it all I see is that dark inclusion. It's only visible under certain light which is why I did not see it at the store.
I do not know whether they keep other rings in stock, and whether to go back and exchange it-- AGAIN--or whether to just deal with it. At this point I am SO tired of feeling like a high maintenace customer (I'm actually not a high maintenace person haha) and of bothering them and making a big deal out of it, but at the same time...it's not okay with me.
What would you do? I am kind of afraid if I take it back and ask her for a different ring of the same thing, that it would be as poor quality or worse (at this point only one ring I have from them has been nice), or that they would tell me they would "send it out" to someone to replace the stone, which I do not want to do.
Would you ask for it to be replaced again or just deal with the situation as is?
It is in weddings because it has to do with wedding jewelery and a large vendor of wedding jewelry.
PM I reported your rather ignorant and snippy answer.
I can't get a cash refund--trust me, at this point, that is my first choice. But Because it was purchased by someone else (the jeweler) they can't do that. As well, the jeweler really wanted to replace the ring with a similar item and I do not think he is willing to just give me cash, which I also understand, as some people abuse that privledge. I do understand why-they aren't legally allowed to do anything with his card, but I am frustrated with the sub-par quality. It was the display model, for crying out loud. This is why I am half afraid to take it back; I am afraid that the quality won't be good anyway and am afriad of getting a worse item.
That said, I will not be buying from them again. They did advertise these as "included" (I1 to I2) on the sales tag, but I have another ring that has diamonds of the same rating and they do not have visible carbon spots.
I just don't even know if it's worth it, but at the same time, it does frustrate me.
Yes, I agree. I do know I shouldn't have taken the first ring elsewhere; however, that ring is null and void! It's been destroyed. The second one (the one I went to exchange yesterday) is a gift from the jeweller who destroyed it, essentially. That shouldn't matter; the fact is either way it was given to me by someone else so I don't have the card info...but how does that differ if it had been, say, my deployed husband? I wouldn't have the card then, either. As far as they are concerned the first ring should not matter because it is gone AND because they have the money for a second ring, regardless of whether it came from my card or not.
I'm sorry, it's not my engagement ring that was ruined. That was from somewhere else. I am happy with my ering. I just wanted a wrap, for it to protect it on the sides because it sits up high I WAS pleased with the original wrap, it was quite good quality--but the store is definetly hit or miss. I got an anniversary band yesterday because I could not find a replacement wrap that I liked and I am not able to receive cash in the refund. I know the quality is not "the best" but I'm sorry, for well near 1K it should still not have coffee-grind sized inclusions in it.
Thank you for the replies. Tomorrow I will contact the store again (the manager I have worked with at our local store) and ask her if I can look at several of the anniversary rings (of the same style # that I got on Monday since she had to finegle the price to make the exchange match what the jeweler paid for the poor quality wrap) and see if I can find any without inclusions, and I will also ask to see them in natural
Cora | 10 days ago
Did you contact any upper management? You should definitely write a letter to the corporation explaining that you got a ring (don't tell them the whole story) from them and it was terribly sized and the diamond was bad and so you got another one.
I personally don't think Zales or Kay or Jared or any of those stores sell rings that are worth it, quality wise. And you really shouldn't go back to them but see if they can give you some sort of credit.
In the meantime purchase a promise ring, maybe, if you can't afford another engagement ring. Or keep the setting and buy a loose diamond with better quality to go in it.
Definitely exchange it again. Keep exchanging it until you're happy with it. I wouldn't give a rat how much any Zales salespeople rolled their eyes or act like it's your fault, because Zales is a crappy company and it's their fault.
It was a mistake to take it to a different jeweler for sizing. That being said, if Zales still got their money, you should still be in possession of a ring that is representative of the quality of the first one. This process may take a bit of trial and error because of who you're working with, but in the end you want to be happy with something you'll be looking at every day.
We've done all our major jewelry purchases at Shane Company, and whether I contacted them in person, or online, or by email, I was always treated with respect. When my diamond wasn't set perfectly in my eyes, and I had to take it back a second time, there was no hesitation or disregard for my opinion. They fixed it, and promptly.
In the case of changing a setting, and not just fixing one stone, obviously you're dealing with a different situation. But customer service is a big part of a jewelry purchase. It doesn't end with the signing of the credit card slip. Just try to keep that in mind when you go back. They need to please you, not the other way around.
Your frustration is justified. Make yet another trip to get this sorted out. Make sure they know you mean business. Be polite, you will get better results, but don't be a pushover. Any chance you can get a refund rather than an exchange? Then you can take your business somewhere else.
In the time it took you to type all of that you could have exchanged it already. Try going to a different Zales where they don't your story.