I have made several purchases from their fine jewelry collection over the last 18 months. Most of the visits have been pleasant and the staff is mostly nice. The store is nice and clean. The prices are reasonable. The parking is relatively easy.
I have referred people to this store as well. They have super cute items- so it's an overall nice store.
The star shortage is not a reflection on any-one staff. But, a disappointment on the "policy" on how things work (are handled). Short story: purchased piece of jewelry. They offered to engrave it for additional charge. Promised time was 4-5 days. We agreed. 4-5 days went by and we didn't get the promised called to go pick-up. Called them on day 7 - and they said to give it a couple more days and they would follow-up and get back to us. Nobody got back to us. Now is day 10 and still do not have it. It turns out that on day #9 they sent us an email saying they couldn't do the engraving. We are now at the store because we just want the piece of jewelry we paid for back even if it is not engraved. They tell us they don't have it there (it's in the engraving department) and we need to wait until the following week ... although we all know (because we saw when we first purchased) that they have more (of the same exact product) right there in the store.
The nice lady there (young) tells us she has no authority to make the decision to give us one from the drawer (right there in the store) - and she calls someone and she is not able to get anyone on the phone to help her out to help us. She tells us that NO managers work on weekends (today is Saturday). She is desperately trying to talk to someone on the phone and nobody has authority to authorize for her to give us the piece of jewelry back. They have nice comfortable chairs... so we seat there while she goes to the back to keep on talking to someone. She comes back and her eyes are red from crying and it is obvious that she is upset. Nevertheless, she is very professional and tries her best to give us the best customer service. She suggests that we buy the same piece of jewelry again and then on Monday we get a refund for the one that is being held hostage today. She arranges for the lady in the phone to talk to me. The lady on phone directs us to send an email asking for a refund. The nice young staff person at the store steps away and while the lady on the phone was trying to be helpful too. Unfortunately, the lady on the phone tells me the same story: none of Gorjana's decision making personnel works on Saturdays. Wow! This is Awful! I feel sooo bad for the nice staff that it's left with no support when they need it.
So, we agree to purchase the same piece of jewelry again with the understanding we would get the refund from the first piece on Monday. That was the only way for the staff to give us the piece of jewelry without getting in trouble. Then to our horror... they had the same exact product in several sizes, but they were out of the size we needed! The lady was super nice. She got on her computer right away to find which of the other stores had it. While we waited another staff lady offered us something to drink. It was nice and cold. She called the other store on the phone. She had them put it on hold for us. She wrote down the address for us. By the time we got to the store that had it, it was ready and it took all but two seconds to pay and walk out of the store.
I am trusting we will get the refund on Monday. read more
