I'm relaying a very bad experience that my wife and I experienced at the Zales Jewlery store in Southlake Mall.
Let me first say that both my wife and I have been very long time shoppers with Zales (approximately 20 years). 5 years with this specific store. I trusted and valued the quality of jewlery and the opinions/customer service of the staff. This all changed yesterday.
I purchased a set of earrings for my wife with a retail value of $299. We got it at $180 on a sale on Valentines Day this year. Of course we purchased a warranty because this was the second set of earrings we had to buy. The first set had posts that broke. That set too had a warranty and when we brought it back they said that if it happend again to bring it back and exchange it...no questions asked. This was the level of customer service I have been used to all these years.
Unfortunatley these new earrings had posts that broke a few months back. We had been busy so we were able to get to the store yesterday to exchange them. We spoke with an associate that stated that she could not exchange them and that since the exchange time passed that they would have to go to the repair shop. My wife said that would not work since they broke last time and she wanted to just exchange them. The associate said that ony the manager, Ms. Carrie Kellogg could make that decision. We said we wanted to speak with her. Kellogg and the associate spoke together with their back to us and we could hear her say "just tell them they can't get an exchange and to send it to the shop." The associate came back and told us what she said and we stated again that we wanted to speak with her.
Kellogg finally came around and spoke with us and my wife was trying to explain to her that we purchased this set of earrings with the understanding that if we were not satisfied that we could exchange them. Kellogg first stated that they did not cost that much and that she could not do anything. I advised her that regardless of the cost the quality of the set is my concern and that this happend twice. She said that
"I wasn't the one that sold them to you", I told her that her customer service was horrible and that you are making it sound like we did something wrong. Kellogg stated that since your warranty is valid that is all she could do. My wife said I'm not satisfied with that and that since this happend twice she has a pair of earrings that she can't wear. Kellogg then said with attitude "we can exchange this out since you did have a warranty." I asked her what was the difference in what you just said earlier? She said "Do you want to do this or not?" as if we were getting on her nerves. My wife told her that the exchange was what she came in and asked for initially. Kellogg then stated that we had to pay for the warranty if we were to exchange it. I asked how can you force someone to pay for a warranty for your jewlery being made of poor quality? She said again "do you want this beacuae this is how your getting it". I told Kellogg that we should not pay for poor quality. My wife said we would and that we would never be shopping at Zales again.
I advised Kellogg that I would be closing my accound permanately.
I have never seen or been treated like we were the ones at fault. We have spent thousands of dollars with Zales but that ended today and i assure you that I will tell everyone I know of how people are not the priority. If Kellogg stood by the quality of Zales jewlery then she would have been accomodating. We never got an apology for having the damaged jewlery. We're done with Zales and will take my very good money elsewhere where my wife and I are appreciated. Kellogg needs interpersonal relations and management training. I doubt she ever had it. . read more
