I had purchased a 1/3 karat diamond ring for my wife from Zales in the Honey Creek Mall on 6/10/2008. At the time of purchase, the salesman told me that the certification card for the diamond had to be ordered. I was sceptical about going through with the transaction without the cert card, but he assured me that it would only take a maximum of 2 weeks to come in.
Fast forward to August. Two months had gone by with no word from Zales. When I went in to check on the cert card, they had never even attempted to order it. I was once again assured that it would be in soon.
November. I got frustrated and took my wife up to the store to speak with the manager. Upon meeting her, she introduced herself as "Beth". My wife and I explained our situation to "Beth" and told her that if we had ANY more problems with her store, we would return the ring for a full refund. She agreed to the refund and apologized.
December. "Beth" called me at home and told me that my cert card was in. She apologized for the delay and asked me when I would be in to pick it up. After several minutes of friendly conversation, she reiterated that the cert card was there, BUT it was the wrong card, and she had no idea how long it would take to get the right one in. I went into the store to ask her why she felt the need to try to itentionally decieve me, but she wasn't there. I had as much as I was willing to deal with from this store and asked for my promised refund, which was promptly denied to me! "Beth" wasn't in and told the staff over the phone to "absolutely not issue a refund" to me. I also came to find ot that "Beth" was Martha Tabor.
When I tried to go over her head and speak to the district manager, Bob Shine, at 317-578-2095, he refused to return my phone calls for over 2 weeks, while assuring corporate that he would speak with me.
I filed a complaint with corporate, and they said an executive would contact me in 2-3 business days. Never happened.
After 3 weeks of dead end phone calls, is was informed that Bob Shine told corporate that no refund would be issued, final decision. He also said he did a "full investigation". Funny, I didn't realize that a full investigation entailed only speaking to ONE party, the one who lied in the first place, and will say whatever she has to say to upper management to cover her ass and not get fired.
I had a 12/1/2008 deadline to add the diamond to my insurance policy, and they won't add it without the cert card, so now I am stuck with a $3400.00 ring that if it gets lost or stolen, won't be covered. THANKS ZALES! Great job of customer service!
Needles to say that myself, my wife, and all of our family and friends will NEVER do business with Zales again. Bob and Martha might as well donate part of their undeserving salaries to fund Ross Elliot's ad campaigns.
Matt jones
Terre Haute, Indiana
U.S.A.
Why file a report here? Ripoff Report is a permanent record! Other complaint sites copy our content then remove reports for money.
