Is a knowledgable customer the salesman's worst enemy??

[AustenNut]

That's true, Harriet. A good experience: sometime in the mid-80s I was in New Orleans for some meetings. We were staying at the Hyatt & I got back to the hotel one aft. before the others & what else would any sensible person do but wander into the jewelry shop? Not a soul in there besides the young salesman. We got to talking & obviously were soulmates, both passionate about gems. Over about an hour he must have pulled every piece of jewelry out of his safe & we went over each one. It was one of the most fun times I remember & I hope that guy has had a wonderful career. I was a poor starting-out kid then, couldn't afford much but did buy lovely big pair of 18 kt hoops that are still my favorite everyday earrings.

--- Laurie

Do you happen to remember the jewelry store? I'll throw out a few names in case it rings a bell: Adler's, Sutton's, Lee Michaels, Aucoin Hart, Couronne... The last one is a nice antique jewelry store that does some modern reproductions, the others are more typical B&Ms.

I've been lucky at Aucoin Hart, which is now based in Metairie (slightly outside the city). My salesman knows I have a limited budget but will indulge me in looking and trying on some of their pieces, and is always very understanding. When the store found out I was interested in a gemstone e-ring they sent me to him, and he's been knowledgeable about tons of varieties. I haven't had many pieces made (it's largely been setting stones in simple setting basket settings, apart from getting my e-ring made) but their pricing is reasonable and always very helpful.

 

[Harriet]

Well, anyone should just go to Tiff&Co, and ask them for a lab report on a sapphire, and see what happens. That's one company I have very little respect for, but they've been in the biz for a long time, and have a reputation to maintain so they can charge a fortune. However, they do sell treated gems without proper disclosure (I'm sorry, but a booklet on treatment doesn't suffice for me), and they refuse to send their colored gems to the appropriate labs. Therefore, you don't know what you are buying, and the prices are significantly hiked up. Their whole shpeel is their over inflated name, and their hype. They expect you to "trust" them to sell you something of quality, but is it really? While trust is important, verification is also just as important.

TL,

What evidence do you have that Tiffany sells "treated gems without proper disclosure," aside from another poster's statement that they sell heated sapphires?

I considered a pair of earrings. When the sales associate could not answer my questions, he arranged for me to meet with the chief gemmologist. Tiffany may not be my favourite house, but that was good service.

 

[RockHugger]

My awesome service at T&co consisted of waiting at the sales desk while others who looked like they had more money were helped first. Havnt been back again.

 

[T L]

Well, anyone should just go to Tiff&Co, and ask them for a lab report on a sapphire, and see what happens. That's one company I have very little respect for, but they've been in the biz for a long time, and have a reputation to maintain so they can charge a fortune. However, they do sell treated gems without proper disclosure (I'm sorry, but a booklet on treatment doesn't suffice for me), and they refuse to send their colored gems to the appropriate labs. Therefore, you don't know what you are buying, and the prices are significantly hiked up. Their whole shpeel is their over inflated name, and their hype. They expect you to "trust" them to sell you something of quality, but is it really? While trust is important, verification is also just as important.

TL,

What evidence do you have that Tiffany sells "treated gems without proper disclosure," aside from another poster's statement that they sell heated sapphires?

I considered a pair of earrings. When the sales associate could not answer my questions, he arranged for me to meet with the chief gemmologist. Tiffany may not be my favourite house, but that was good service.

Harriet,
Have you ever seen a sapphire or any colored gem at Tiffany & Co (aside from diamonds) come with a reputable lab report, or did they ever offer to get one for you on any gem? Talking to the chief gemologist might be nice, but I like my proof in writing from a properly equipped lab. I live near three Tiffany & Co. and they do not provide out of house colored gem lab reports from any of the major labs. If they told me, "well, you can talk to the chief gemologist" as an option to a verifiable report, I would leave, or tell him to get me a lab report. My opinion.

As a side note, an in-house lab report is a conflict of interest.

 

[Harriet]

TL,
I didn't ask for one. However, given the information they provided and what else they were willing to do, I'll wager that they would have been amenable to a request.

Rockhugger,
I too have had bad service at Tiffany. It may not be a function of one's appearance, but of whether one seems to be seriously shopping. Please don't forget that the SAs have to be judicious with their time.

 

[T L]

If we don't hold these high brand names accountable for their merchandise, they will be able to get away with more and more. Here is a web link from a highly respected website "The Gem Forecaster."

"Dateline Gem Expose Draws Industry Fire"
http://www.preciousgemstones.com/gfspr98two.html

In its report, "Dateline" intimated that such well known retailers as Bailey, Banks, & Biddle, Tiffany and Co., and Macy's have all withheld information about the treatment of gemstones they sell. The show took hidden video of both jewelers and an appraiser denying the existence of resins in stones that had them. Each of the retailers responded with apologies when told that they had been victims of a "Dateline" expose. Each retailer promised to become more aware of the products they sell, while the appraiser admitted that although there was a good probability the "Dateline" stones were filled, there was no way he could accurately test for filler.

Harriet,
I have gone to Tiffany & Co myself and asked about lab reports for colored gems, and they just give me the shpeel, "well you can trust the Tiffany name."

Also, how come I can't find anything on their website that discusses treatment of colored gems? I thought that had to be properly disclosed. At one time, I think they had a booklet on gem treatment, but that's it. If you can find anything discussing treatment on their website, please let me know.

 

[serenitydiamonds]

I believe that all high value gems (> $1000) should be at least presented with the option of an independent grading report, no matter how well known the vendor. Customers should demand it. Once customers stop purchasing from vendors without this option, the vendors will be forced to change, either that or go out of business.

An educated customer is an asset in a transparent and open business environment.

--Joshua

 

[Harriet]

TL,
Hold them accountable by not purchasing from them!

 

[RockHugger]

I was always tought to help a costomer no matter if they look like they will boy today, tomarrow or next year. Also, help them even if they have bags as shoes. Because you dont know WHO will buy, and how much money they have.

If I go into a store to browse and am treated like garbage, you better believe I will not go back to that store when I do want to buy.

I have walked into a store wearing a bandana, and jammie pants and walked out with a 3k ring. How I look should not matter how I am treated.

 

[Harriet]

There is no excuse for treating anyone poorly. But, SAs in a store like Tiffany, that get many looky-lulus, have to prioritise their time. If you read my post carefully, I said that appearance may not be the factor. Body language indicating that one is just browsing is perhaps more important.

 

[dzop]

A friend of mine worked as an SA at a major NYCjewelry store, and she was told to absolutely consider appearance and accent and body language and a thousand other cues in determining who to pay attention to. (Interestingly, she was not paid on commission.) Those stores have to focus on making money, and it's far more perilous to risk offending the well-dressed foreign lady with the LV bag than the American in the t-shirt.

 

[kenny]

I'm always naked when I buy my diamonds.
I've always gotten really good service.

 

[brandy_z28]

I'm always naked when I buy my diamonds.
I've always gotten really good service.

Now that might explain your sizeable gemstone budget.

 

[minousbijoux]

Porridge:

That was so funny I practically pee'd in my pants! I am sorry you went through that, but if you're not already, you should be a screenwriter. I couldn't even wait to read the rest of the thread before writing, so sorry if it has strayed off your dialogue. I think every store everywhere should post your dialogue...

 

[ClaesDiamonds]

In my experience, the more knowlegeable the consumer is the more efficient the transaction becomes. For that very reason I take on average 1 hour per customer to properly prepare them for their diamond buying experience. It's really the other way around. The ignorant salesman is the consumer's worst enemy.

 

[platinumrock]

An honest salesman? No. If there's nothing to hide, there's nothing to find. A knowledgeable buyer can actually be an asset because they know what they want, they do their research and they don't waste people's time.

A shady salesman? Yes. Their goal is the sale, not customer satisfaction.

 

[Largosmom]

Heck, a knowledgeable customer can help you sell to the unknowledgeable customer...saving you half your work!

"You'll love that stone...I have one like it and wear it all the time and get tons of compliments..."

 

[Arcadian]

I think it can happen both ways. Trust and believe when I go into a jewelry store, it can either go very right or very wrong. Some of y'all have seen my hand shots, so I don't have to say why that is.

Ignorant sales people really do make me want to grit my teeth, but we also have to remember that there are plenty that are just doing what they're told. For those, its not a passion that got them into the job but a means to pay the bills.

I've never been turned away in Tiffanys no matter what I look like, even if I was just coming from the gym! They're not the best when it comes to the whole treatment thing, but I really can't bag them on their customer service based on what I've experienced personally. Because of that I did go in and purchase my mother a b-day gift there. (its something she really wanted)

-A

 

[Nashville]

My awesome service at T&co consisted of waiting at the sales desk while others who looked like they had more money were helped first. Havnt been back again.

I had a similar experience.

 

[Michael_E]

When I had a B&M place, years ago, the best customers I ever had were people who were both knowledgable and willing to have a conversation. There were several people who were scientists, a few geologists and one really old guy who had made his fortune in oil exploration. I could listen to that guy's stories for hours. They all had one thing in common in that they were interested in gems and the processes involved in making jewelry. They didn't buy much, but their conversations were just priceless. It sure took my mind off the dimbulbs who would stand there and argue that tourmaline couldn't be blue or that garnets were never green. Oh well the dimbulbs were always good for watch battery sale...at inflated prices, of course !