What an awful and scaring experience I had with the staff at the David Yurman Wrentham outlet store. I came in to make a significant, lifetime purchase of an expensive mens ring to wear and keep forever. I truly love the David Yurman brand and was extremely eager to work with them. After visiting the store twice with a friend and my mother and working with Rachel, I finally picked out a ring that fit my established needs of: everyday wear (I even chose a slightly smaller size so not to easily be removed from my finger), and lifetime use. After making the final sale purchase, I headed home with my ring. The next morning, the ring was snuggly fit and I went to take a shower. After a quick, 3 minute shower, my 12 hour old ring was COMPLETELY RUINED. The meteorite band in the middle portion had rusted from grey to brown on about 25% of the ring. Flustered and distraught, I called the store and was greeted by the AWFUL MANAGER Meredith. I explained to her what was happening and she informed me, FOR THE FIRST TIME, that meteorite material could not be exposed to water or else it would immediately rust. I told her that I had worked with Rachel for days and never once did she explain this to me, especially considering I bought the ring for everyday wear my entire life. Both my friend and mom agreed, this was NEVER explained to us in any clear capacity or else I would have chosen another material in a heart beat. Anyway, Meredith proceeded to act rudely on the phone saying Rachel next to her claimed she explained this clearly and she would have to take her side and not believe me, and I would not be able to return the ring. Frustrated and worried for my large investment, I hung up and called the Corporate David Yurman office. They answered quickly with a real person to which I explained the situation and she responded in THE MOST KIND, SINCERE, EMPATHETIC, SUPPORTIVE WAY. She told me that it was not okay that I was not informed of the water sensitivity and she would create a special case immediately to resolve my issue and allow me to return the ring. About 45 minutes later, I received a call from Senior Management at David Yurman who kindly told me, opposing what Meredith said, "We have just called the store, you may go back anytime today and return the ring with no issues". I proceeded to immediately make the drive back to Wrentham, and entered the store. Meredith (whom I had never met), Rachel (who knew me quite well) and another male employee were standing at the front of the store, staring at me holding the DY bag as if Rachel did not know who I was even though I purchased a ring from here less than 24 hours before. Meredith proceeded to give me a blatantly snarky and sarcastic "Oh, are you here for the return". When I went to the register, she asked me in a rude tone why I was returning the ring. I looked at her and said, because I have had it for less than a day and its brown! She made condescending looks over to Rachel at the other end of the store and proceeded to tell me that I was warned, when I WAS NOT. I told her I would like to make the full return promised by corporate who spoke with her, and she completed the transaction in belittling silence. As I was leaving the store, the male employee next to Rachel waited for my hand to reach the door to utter "have a nice day" in an obviously fake and condescending tone. Let me just say, if Meredith used some of the skills required in her job description on basic customer service, I would have been able to resolve this issue by possibly swapping the ring or who knows. But no, instead she immediately accused me of lying, and she treated me rudely and told me there was nothing I could do. Well, thank you to corporate David Yurman for being so kind and understanding of my unfair situation and doing the right thing in no time. If only I could have ended up with one of the many beautiful rings from the outlet store...Don't worry, the service at Cartier in Boston was much better. read more
