20 April 2010, 3:52 pm
I Bought diamond engagement ring four weeks ago, From the Zales outlet in Folsom CA. the staff was super nice and easy to work with. My fiance loved the ring, however it was too big, I sent it in for resizing, that was also quick and courteous. I get it back. Here's where it gets iffy. I get the ring back, it looks good, i was even told they repolished the entire ring! awesome right? wrong! I take it home, the fiance wears it out that night (we go to a restaraunt) she takes it off and places it on the night stand, it never leaves my sight) the next day we notice there are 13 stones missing, We immediately take it in. the manager pulls out that magnifying thing and starts asking me "so did you drop it? did you scratch it against something, I see scuff marks and some prongs are loose" I being in customer service know that people must ask certain question, so i knew it wasn't accusatory. I answer "it never left my sight, She wore it to dinner, we put it on the night stand , that's it" the manager says to me "are you sure, because if you look here (shows me the magnifying thing) there are scuff marks and loose prongs like someone dropped it or rubbed up against something" I repeated what had happened the night before and I mentioned "perhaps it was whoever resized the ring maybe made loose the prong, or whoever repolished the ring didn't do a good job and scuffed the platinum" That was three weeks ago... I get a call this morning from the manager "I sent the ring off and they sent it back saying it's going to cost $1000.00 to fix it, and they said someone obviously scuffed the ring by dropping it or rubbing it against something and that's why the ring has missing stones.." I said "I understand that you noticed scuff marks and loose prongs, but that is not my doing, have you checked with who ever resized the ring?" the manager becomes defensive "well sir, you signed release when you picked up the ring stating that you found it in good condition, why didn't you tell us of the scuff marks and loose prongs before you signed the release?" I again, very calmly replied " for one thing, when I picked up the ring it had all the stones in it, secondly, it took you a specialized magnifying eyepiece to see any scuffs, How was I to see that with My naked eye?" she said "well I'll check with corporate and we'll give you a call back , thanks!" and that's where I stand, an unfixed ring that will cost me 1000.00 dollars to fix....Zales outlet still has my Ring, and it's still not fixed, and they want 1000.00 to fix it. I want a refund or something, has anyone encountered a problem like this, and how did you have it resolved? any help appreciated. Thanks!... Read More »
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