Let it be known I was ready to give this place 1 star until I spoke with the manager at this…read morelocation. After that, things were a little better but I can't say I would willingly return. Normally on Yelp, I offer fair but somewhat cute or comical reviews. This one is all business...
I visited them on a weekday. I had called the other location a few days earlier and was instructed only to make an appointment if they were having a promotion. No mention of a promotion, I decided to just show up. When I arrived, there was one employee and the rest of the space was empty. She proceeded to ask me if I had sold gold before, if I had been a customer, etc. I said no. I gave her my items and before really looking at them she asked how much I expected to receive. This made it appear they are willing to negotiate, but they aren't. Since I had not done it before, I was open to hearing what she would offer.
She tested each piece and made small talk with me. After the items were arranged, she casually mentions a promotion they will be having this weekend (Notice the other location never mentioned this). I ask about it and she says they will give you 50 percent more. I asked if she would be willing to give that to me because I live really far away and cannot come back. She simply said, "No. It's not the weekend". Hmmm. Then why tell me about the promotion? She asked where I lived and when I told her the area she asked why I lived that far away and why I came to them? (EXCUSE ME?)
I ask again, with no offer of calling a manager or anything, she says, "No. I can't do that. But today I will definately give you the best price I possibly can". Oh... okay. So you DO have discretion, I think to myself. I wondered why she wouldn't try to help a customer out?
She gives me a price. I say ok. Then she says "Well, is this okay with you?". There is that scent of negotiation again. I say yes and she proceeds with, "Well, I want to make sure you are happy with the price". I respond with, "Is there room for anything different? I understand the weight is fixed and pricing of gold is set daily". She says, "Yea. It is". Ok. So then why are you asking me if I'm happy?
I get the money and leave totally not satisfied. Like any other person, I wanted the promotion that was waved in front of my face. I made the choice to call a manager and let them know what happened. I did. She was very kind and offered to give me the difference that I would have gotten during the promotion. She was completely understanding. I got the remaining amount and a very nice letter in about 2 days, which tells me she put it in the mail that day. Had my experience been similar to speaking with her, this place would have gotten 5 stars. The other employee was lackluster, at best. Samantha (manager) said she would speak to her. I believe she will.
As a note, I did get a thank you from the woman that helped me, on the same day as the check. I do not feel they are related, so this means they send thank you notes. That was nice.
Overall, while I do feel they handled the situation correctly, I can't say I'll run to them next time, but I do feel they tried to repair the situation and did so in a very professional manner.
