Steel
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ask for help about my ring (cheated by Zales)
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CharmyPoo
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I am still angry about it but I have exhausted all options. Calling and emailing frequently with no replies. At the end, I didn''t lose a lot of money but I did post on public forums to warn others of them since they are still trying to advertise and con more people. It makes me sick to think there are people out there that knowingly and purposefully con people.Date: 1/3/2009 6:03:53 PM
Author: Steel
Great point Charmypoo. Sorry you were conned. That must have hurt.
Steel
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Yeah, I understand. You would be better able to cope if you knew you were the last to be conned; the thought that they ''got away with it'' sucks. I suppose you have to resort to believing in Karma there (still not sure I do)?
I volunteer at a free legal centre and it breaks my heart when anybody is conned but when it is the old folks I really want to get even on their behalf, it makes me so mad. But that is the state of the world, some people are unscrupulous. I hope their ill gotten gains bring them no happiness.
I volunteer at a free legal centre and it breaks my heart when anybody is conned but when it is the old folks I really want to get even on their behalf, it makes me so mad. But that is the state of the world, some people are unscrupulous. I hope their ill gotten gains bring them no happiness.
Ironwoodlady
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Hi, Steel, this is the letter I wrote. Please help me to see whether it is too long or too complicated. Thanks.
---------------------------------------------------
To whom it may concern:
I am writing to demand a respect and a fair treatment from Zales. All I want is getting full refund and an apology from the sale representative for her deception and my loss.
On Nov 30th, 2008, when I was first time in Zales Outlet (Central valley, NY), I saw a pre-set diamond with a certificate card shown in E-colour, SI2 clarity, round, good cut, 1.01 carat in the display cabinet. But after I paid it using Zales Credit card, I didn''t ask for the certificate card because my ring was still there for re-sizing. Then one week later, I went back to pick up the ring and asked for the certificate, but I was told that they had to require a certificate card for me from insurance company and will mail it to me. Instead of a real certificate card, I did ask a paper about the certificate card. The clerk then gave me a paper showing what I bought with her signature and date. But I found out that the color was stated as E/F, so I asked her why it is E/F but not E (as I bought an E-color diamond). She told me that my ring is E and I will get a certificate shown E (I had my friend with me and she also remember what the clerk told me). Then on Dec 29th, 2009, I received the certificate card, but I was shocked the card shows the diamond is F color, but not E color. So I paid $5201 for an E-color diamond but they sold me a F-color as a substitute, which is totally unacceptable. I called the store and asked the clerk about the certificate. She admitted that she was understanding that I was there for a E-color diamond. I called the customer service and request a refund on Dec 29th. Two days later (Dec 31st), I got response from one customer service representative and was told that the only option I have is to go back to the store and get my ring exchange with another one they prepared, and they rejected to give me a refund. I argued with the customer service director, but he insisted that they presented me correct information and I can not get refund. The customer service manager also suggested me to call credit card company to request a purchase dispute, and I also tried and the credit card company said whenever I admitted that purchase was done by myself, there is no way for me to dispute that purchase.
My contact information:
The sale representative:
The customer service representative:
The customer service director:
---------------------------------------------------
To whom it may concern:
I am writing to demand a respect and a fair treatment from Zales. All I want is getting full refund and an apology from the sale representative for her deception and my loss.
On Nov 30th, 2008, when I was first time in Zales Outlet (Central valley, NY), I saw a pre-set diamond with a certificate card shown in E-colour, SI2 clarity, round, good cut, 1.01 carat in the display cabinet. But after I paid it using Zales Credit card, I didn''t ask for the certificate card because my ring was still there for re-sizing. Then one week later, I went back to pick up the ring and asked for the certificate, but I was told that they had to require a certificate card for me from insurance company and will mail it to me. Instead of a real certificate card, I did ask a paper about the certificate card. The clerk then gave me a paper showing what I bought with her signature and date. But I found out that the color was stated as E/F, so I asked her why it is E/F but not E (as I bought an E-color diamond). She told me that my ring is E and I will get a certificate shown E (I had my friend with me and she also remember what the clerk told me). Then on Dec 29th, 2009, I received the certificate card, but I was shocked the card shows the diamond is F color, but not E color. So I paid $5201 for an E-color diamond but they sold me a F-color as a substitute, which is totally unacceptable. I called the store and asked the clerk about the certificate. She admitted that she was understanding that I was there for a E-color diamond. I called the customer service and request a refund on Dec 29th. Two days later (Dec 31st), I got response from one customer service representative and was told that the only option I have is to go back to the store and get my ring exchange with another one they prepared, and they rejected to give me a refund. I argued with the customer service director, but he insisted that they presented me correct information and I can not get refund. The customer service manager also suggested me to call credit card company to request a purchase dispute, and I also tried and the credit card company said whenever I admitted that purchase was done by myself, there is no way for me to dispute that purchase.
I feel I am insulted. I don¡¯t understand why the sale representative made mistakes (if this was not done on purpose) to sell me a wrong diamond or mislead me to buy this ring, but I have to suffer all of this pain and sadness and nowhere to get me refund. I think maybe the sale and customer service representatives do not care about Zales¡¯ reputation, but there should somebody among you care about it, and help me to get this problem resolved.
I have filed out a complaint in BBB.org, FTC, and customer complaint website. I will fight until I get what I want ¨C that is a full refund and an apology.
Thanks!
My contact information:
The sale representative:
The customer service representative:
The customer service director:
Steel
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Ironwoodlady
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Hi, Steel,
Thank you so much for your help. You made the letter so much better. I prefer not to mention about getting my ring re-appraise now, as it will take time to get the report. I am going to have my PhD defense on next wednesday (Jan 7th) also. So I will mail it out or fax it as many as I can. I will keep fighting. Thanks.
Thank you so much for your help. You made the letter so much better. I prefer not to mention about getting my ring re-appraise now, as it will take time to get the report. I am going to have my PhD defense on next wednesday (Jan 7th) also. So I will mail it out or fax it as many as I can. I will keep fighting. Thanks.
Steel
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Ironwoodlady
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Ironwoodlady
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arjunajane
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Yep, imo put the names in place of the titles that Steel has written, and of course continue to keep a record of all communications.
Also, an appraisal with an independent should only take one or two days max to arrange, just fyi. If you have not already, you can find reccomended appraisers under the "resources" tab at the top of the page, even just for future reference.
Steel, bravo for such a concise letter. You and I sound alike in that we hate to hear about others being taken/misled by businesses. I am certainly not one to sit back, and always say something if I feel I have been wronged. Like you mentioned, it is unfortunate though that sometimes we have to go to these lengths just to have a simple contractual obligation filled *sigh*..
I understand sometimes for others it is not easy - so good for you IWL for continuing with your complaint, I wish you a speedy resolution.
that_someone_special
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I had to write to the BBB about my school (!) and they helped me out.. I got what I was looking for and then some 
Try to stay polite and state DATES & times that your events happened so that they may pin point it. If Zales is a company of it''s word, they won''t want a BBB blemish! Good luck.. !
Try to stay polite and state DATES & times that your events happened so that they may pin point it. If Zales is a company of it''s word, they won''t want a BBB blemish! Good luck.. !
Steel
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Thanks for the compliment arjunajane. Consumer advocacy is a passion of mine; my alternative dream job would be an ombudswoman...sigh. I have found that some people have it and some just don't - the passion & the ability to stand up for yourself. Sometimes I don't mind how I have been wronged but the fact that an injustice has occurred sends me off and I have to mention it. How the store deals with the issue decides if it turns into a complaint or not. In those cases I am happy to have my say but if they offer a gesture of goodwill, I'll take it
.
Swedish bean- Wow, that sounds dramatic. I am pleased BBB helped you out. I saw that Zales rating is currently under review - is this a new year thing?
IWL - Swedish bean raises another good point, but if you find you are not good at remembering names then make sure you always have pen and paper with you when you make business calls. When the rep calls out his/her name write it down first thing before you start the conversation. If they don't offer their name ask them. I also ask for their title/position. I used to work in customer service a looooong time ago and took escalation calls for my friends in the company who's caller had asked for a supervisor. I never said I was a supervisor - they just assumed I was as they has asked for one. Now I usually resolved the problem but it taught me to ask not assume.
Swedish bean- Wow, that sounds dramatic. I am pleased BBB helped you out. I saw that Zales rating is currently under review - is this a new year thing?
IWL - Swedish bean raises another good point, but if you find you are not good at remembering names then make sure you always have pen and paper with you when you make business calls. When the rep calls out his/her name write it down first thing before you start the conversation. If they don't offer their name ask them. I also ask for their title/position. I used to work in customer service a looooong time ago and took escalation calls for my friends in the company who's caller had asked for a supervisor. I never said I was a supervisor - they just assumed I was as they has asked for one. Now I usually resolved the problem but it taught me to ask not assume.
Steel
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Ironwoodlady
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Thanks for all of you. I did add the name of those three people into the letter. I tried to speak the first customer service rep. I telephoned about my case. So basically I only communicated with her and the supervisor.
You guys are right. I am angry more about their attitude to customers after they did such shoddy transaction. So if I lose my confidence, please remind me this.
Have a good day.
You guys are right. I am angry more about their attitude to customers after they did such shoddy transaction. So if I lose my confidence, please remind me this.
Have a good day.
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Good luck with the complaints and the letter. I had a round with my local Z about getting some earring backs replaced - minor and trivial I know - but it took me months to get it taken care of because the local manager was such a ***** about me not buying their service plan. Finally their national customer service notified the store to replace my earnuts free of charge and to apologize to me. I hope they will be as helpful to you.
Ironwoodlady
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steph72276
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I used the customer service online and just sent them an email explaining my situation and I did have several other complaints about that store. What happened was I bought a pair of pink sapphire earrings on clearance - not spectacular qualitiy by any means but just something pretty to wear. I would not buy their service plan on them though. The first time I wore them I noticed the ear nuts were very loose so I took them back to get them tightened or replaced. It was within a week of buying them. They asked me if I bought the policy, I said no so the manager tells the girl helping me since I didn''t buy the policy they can''t fix them and they don''t have any ear nuts in the store. It''s like RIGHT. She was pretty snotty about it too. So I wrote the customer service online and got about the same answer from them. So I point out to him my paperwork says I can return them for refund in 30 days or exchange in 90 days. We exchanged a few emails and finally he said he talked to the manager and she would be contacting me. She hadn''t really spoke to me for over a year because I stopped buying from their store once I started realizing I wanted quality jewelry and they simply didn''t have it. The last thing before that I bought from her was stackable colored sapphire rings that had a stone fall out the first day and the bands were so thin they got all bent up. I took them back, asked for a refund and when she asked why I told her they were cheaply made so she wouldn''t wait on me after that. Anyway, the manager called me, left a message to come out and amazingly enough she had a whole box of different ear nuts to choose from to fit my earrings. Ever since then she''s been nice to me but I still don''t buy anything from her store.
I think you have an uphill battle with them but be persistant. I think the thing that finally got the guys attention was I told him I would tell all of my friends not to shop there and I wouldn''t buy another thing ever from their store.
arjunajane
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Good idea Marcy, I''m glad that you finally had some justice - but wow, what a trivial matter to argue with the consumer about
This company seriously sounds like a nightmare
IWL, if *fingers crossed* things don''t go right for you on this first letter, if it is escalated I would definately use the above tactic and even direct them towards Pricescope to see what kind of damage they are doing..
Just a suggestion, of course..
arjunajane
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Lol, I hear yaDate: 1/4/2009 1:58:31 PM
Author: Steel
Thanks for the compliment arjunajane. Consumer advocacy is a passion of mine; my alternative dream job would be an ombudswoman...sigh. I have found that some people have it and some just don''t - the passion & the ability to stand up for yourself. Sometimes I don''t mind how I have been wronged but the fact that an injustice has occurred sends me off and I have to mention it. How the store deals with the issue decides if it turns into a complaint or not. In those cases I am happy to have my say but if they offer a gesture of goodwill, I''ll take it.
Swedish bean- Wow, that sounds dramatic. I am pleased BBB helped you out. I saw that Zales rating is currently under review - is this a new year thing?
IWL - Swedish bean raises another good point, but if you find you are not good at remembering names then make sure you always have pen and paper with you when you make business calls. When the rep calls out his/her name write it down first thing before you start the conversation. If they don''t offer their name ask them. I also ask for their title/position. I used to work in customer service a looooong time ago and took escalation calls for my friends in the company who''s caller had asked for a supervisor. I never said I was a supervisor - they just assumed I was as they has asked for one. Now I usually resolved the problem but it taught me to ask not assume.
I don''t want to sound like I complain about everything, that is certainly not the case - but like you said I hate for myself or family to be done an injustice..
I can''t believe your story about the supervisor calls - just goes to show you never know !
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So true. That manager was just such a snob to me about returing poor quality items and that was the final straw. I am sure ear nuts in the quantity they buy can''t cost them more than a few dollars. Grrrr.Date: 1/5/2009 3:53:39 AM
Author: arjunajane
Good idea Marcy, I''m glad that you finally had some justice - but wow, what a trivial matter to argue with the consumer about
This company seriously sounds like a nightmare
IWL, if *fingers crossed* things don''t go right for you on this first letter, if it is escalated I would definately use the above tactic and even direct them towards Pricescope to see what kind of damage they are doing..
Just a suggestion, of course..
steph72276
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Yes, what a petty issue to get a customer upset about...no wonder they are losing customers right and left...Date: 1/5/2009 9:21:15 AM
Author: marcyc
So true. That manager was just such a snob to me about returing poor quality items and that was the final straw. I am sure ear nuts in the quantity they buy can''t cost them more than a few dollars. Grrrr.Date: 1/5/2009 3:53:39 AM
Author: arjunajane
Good idea Marcy, I''m glad that you finally had some justice - but wow, what a trivial matter to argue with the consumer about
This company seriously sounds like a nightmare
IWL, if *fingers crossed* things don''t go right for you on this first letter, if it is escalated I would definately use the above tactic and even direct them towards Pricescope to see what kind of damage they are doing..
Just a suggestion, of course..
Ironwoodlady
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Hi, everyone,
I am here to updating my fighting processing. Today I faxed the letter Steel revised to three offices in the HQ of Zale Corp and one to BBB in Dalas where Zale Corp HQ located and one to New York State Consumer Protection Board, and mailed six letter out to different offices of Zale Corp including the store sold me the ring.
I got a phone call back from District Manager who said they prepared one diamond for me in the store is D-color. I called her back to tell her that this is not acceptable for me, and I don''t care their no-return policy, due to their mistakes selling me a wrong diamond, I am not going to trust their product anymore. So she said she will ask principal manager tomorrow and call me back tomorrow.
So what should me fight back tomorrow? Any suggestion?
Thanks!
I am here to updating my fighting processing. Today I faxed the letter Steel revised to three offices in the HQ of Zale Corp and one to BBB in Dalas where Zale Corp HQ located and one to New York State Consumer Protection Board, and mailed six letter out to different offices of Zale Corp including the store sold me the ring.
I got a phone call back from District Manager who said they prepared one diamond for me in the store is D-color. I called her back to tell her that this is not acceptable for me, and I don''t care their no-return policy, due to their mistakes selling me a wrong diamond, I am not going to trust their product anymore. So she said she will ask principal manager tomorrow and call me back tomorrow.
So what should me fight back tomorrow? Any suggestion?
Thanks!
steph72276
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arjunajane
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Well done, it sounds as if they are definately taking note!
I think you made a good point by saying you don't accept this offer as you no longer trust their word - however I guess this is a good time to remind you not to out-right insult or accuse them. I know from personal experience, you are always more inclined to help a customer who keeps their head and doesn't insult you, etc.
(I am sure you are aware of this, I'm not implying anything )
Imo, it sounds as if the ball is now in their court - you've got the district manager on the case. Granted that she keeps her word and gets back to in decent timing with a favourable response, than you're good.
I would just wait for her call, not act on anything tomorrow. If she doesn't call you tomorrow, I'd give her until the end of the next business day until I tried to follow-up.
(please remember this is just my personal opinion though, I don't have any professional experience in this area
I hope you get the answer you're after, and again good for you for sending the letter and being proactive !
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Steel
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IWL,
I am very pleased for you. I feel that arjunajane has again offered you great advice.
I would ask that you take a moment to consider what options you might consider instead of a refund. Keep these options to yourself as I would still be hopeful that you get a refund but if it were me I would start to think about alternative if Zales refuse to budge. For example, a D colour rating is very pretty, but as you say there is no guarantee that the stone supplied will actually be a ''D'', so would you consider a larger stone (no extra cost)? Free matching band(s)? That way if you reach a stalemate in negotiations and are asked apart from a refund, what option would resolve the matter you can say "well I would accept a 1.25ct D, or the 1ct E plus a matching wedding band" etc.
Regarding discussions with Zales managers who might contact you, my advice is this...
Do not repeat your story, the manager will know why they are calling you. If they claim not to, it is a ploy unless they are incompetent. If they ask you what this is all about or how they can help, ask them if they are familiar with your case. If they say they are not, I would ask them to call you back once they have been briefed on your issue as you have taken the time already to explain yourself and will not do it again. This is playing hardball and in my opinion shows the manager that you are not to be toyed with. If they say they are aware of the issues or call back later, they will probably ask how they can help or what they can do again. Throw the question back at them, thanking them for their call and asking Yes, how can you help me? Let them do the talking, the less you say the better. Do not feel obliged to fill silences. The only point you want to make is that because of the distrust you now have, you regrettably feel unable to resolve the situation without a full refund. (If you reach a stalemate on this, then turn to the options you have hopefully considered earlier.)
Best of luck.
I am very pleased for you. I feel that arjunajane has again offered you great advice.
I would ask that you take a moment to consider what options you might consider instead of a refund. Keep these options to yourself as I would still be hopeful that you get a refund but if it were me I would start to think about alternative if Zales refuse to budge. For example, a D colour rating is very pretty, but as you say there is no guarantee that the stone supplied will actually be a ''D'', so would you consider a larger stone (no extra cost)? Free matching band(s)? That way if you reach a stalemate in negotiations and are asked apart from a refund, what option would resolve the matter you can say "well I would accept a 1.25ct D, or the 1ct E plus a matching wedding band" etc.
Regarding discussions with Zales managers who might contact you, my advice is this...
Do not repeat your story, the manager will know why they are calling you. If they claim not to, it is a ploy unless they are incompetent. If they ask you what this is all about or how they can help, ask them if they are familiar with your case. If they say they are not, I would ask them to call you back once they have been briefed on your issue as you have taken the time already to explain yourself and will not do it again. This is playing hardball and in my opinion shows the manager that you are not to be toyed with. If they say they are aware of the issues or call back later, they will probably ask how they can help or what they can do again. Throw the question back at them, thanking them for their call and asking Yes, how can you help me? Let them do the talking, the less you say the better. Do not feel obliged to fill silences. The only point you want to make is that because of the distrust you now have, you regrettably feel unable to resolve the situation without a full refund. (If you reach a stalemate on this, then turn to the options you have hopefully considered earlier.)
Best of luck.
Imdanny
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arjunajane
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Great points Steel!
I agree 100% that a "plan B" is a great idea - this way, even though you have your heart set on a refund, if you need to negotiate something else than hopefully you will not be totally disappointed.
IWL, pls check in when you can and let us know if the manager got back to you..?
Ironwoodlady
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Hi, Steel and arjunajane,
Thank you guys'' suggestion. Yesterday I called the district manager to ask the result but she said she hasn''t talked with her supervisor, so I repeat my request and told her I am waiting for her calling me back. But she did not call me yesterday and today.
Then right before I wanted to call her again, I got a phone call from the store and told me they have the D-color stone for me (and said it is the best color and rare... balabala). I turned it down and told her I don''t want anything from Zales anymore and I want a refund. Then surprising me, she said I can bring my ring back to get refund anytime I want. So I told her I will send it back tomorrow, hopefully this is real, and tomorrow after I returned it, I will tell you guys.
Today, it is a big day for me. I passed my doctoral defense. And when I heard that I can return the ring, I feel much more relieved.
Thank you guys'' suggestion. Yesterday I called the district manager to ask the result but she said she hasn''t talked with her supervisor, so I repeat my request and told her I am waiting for her calling me back. But she did not call me yesterday and today.
Then right before I wanted to call her again, I got a phone call from the store and told me they have the D-color stone for me (and said it is the best color and rare... balabala). I turned it down and told her I don''t want anything from Zales anymore and I want a refund. Then surprising me, she said I can bring my ring back to get refund anytime I want. So I told her I will send it back tomorrow, hopefully this is real, and tomorrow after I returned it, I will tell you guys.
Today, it is a big day for me. I passed my doctoral defense. And when I heard that I can return the ring, I feel much more relieved.
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