• Report: #10856

Complaint Review: Zales and Gordons Jewelers Corporation

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  • Submitted: Mon, January 07, 2002
  • Updated: Sat, April 24, 2004

  • Reported By:Bellingham wa
Zales and Gordons Jewelers Corporation
901 West Walnut Hill Lane Irving, Texas U.S.A.

DON'T buy your rings at Zales or Gordons jewelers! ripoff nightmare Bellingham Texas

*UPDATE EX-employee responds: Additional information ..JA is a self governing jewelers association that will help the customer get reparations from their members

*UPDATE EX-employee responds: Ex-Manager of Zales and other Jewelry stores

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My husband and I went to Gordon's Jewelers in Crossroads Mall in Oklahoma City in March of 2000 to purchase our rings and we found a beautiful matched set that was on sale for a very reasonable price. We questioned the quality since they seemed awfully inexpensive but the saleswoman ensured us that they were of utmost quality and that we should have no problems, but if we did we could return them under our warranty that would be honored at any Zales or Gordons in the US and apparently there are several.

In late April while at work I noticed a diamond missing from my engagement ring. I made my way to the store only to be told that I must have done something to the ring but that they would replace the diamond and have the ring back to me in 6-8 weeks. I went home that evening and looked at my planner and realized that my wedding was in 7 weeks and there was no way I was getting married without my rings! So I returned the next day and while waiting for help I noticed the exact same set sitting in their display. So when the saleswoman got to me I told her my wedding was in 7 weeks and asked why I couldn't just have the new ring from that set. She told me I would have to come back that evening and take it up with her boss.

So I did. When I returned that evening the same woman who had been so rude to me before turned out to be the manager. She agreed to let me have the new ring but she would only give me the entire set so I had to get the other rings from my then fiance' when he got back in town and then she gave me the new set.

On June 13, exactly 2 weeks before my wedding, a diamond fell out of the new set. I returned to Gordons with my ring and told the saleswoman I wanted a different set and I had to have it quick!!! This woman was the same woman that promised me the ring was of superior quality when we bought it, but now she was telling me that if I wanted a good ring I should have bought a more expensive set!!! So she showed me some new engagement rings that were about the same price as the whole last set. She also showed me some wedding bands that would have made the price just slightly higher than before. Then she showed me a beautiful wedding band with diamonds in it that looked great with the platinum ring but it just brought the price up too high so I told her no. She told me not to worry about it and that if I really wanted it I should have it. I did not respond, but I assumed that meant she was going to give it to me for no extra charge. I assumed wrong. When I recieved my Gordon's charge account bill it showed that there had been $200 more added to the account on June 13. I decided to let it go since I was really sick of dealing with the company.

In August my husband and I moved to Washington state and all was well but in October I went with a coworker to look at the engagement ring she would be getting and while I was there the Jeweler asked if I would like her to clean my rings for me. I told her yes and asked her to take a look at the setting holding the large diamond as the prongs always seemed to be bent the wrong way. She did so and told me that the prongs were worn down and they needed to be replaced. Mind you, the ring was only 4 months old!!!

I couldn't find a listing for Gordons but I did find Zales in the Bellis Fair Mall in Bellingham Washington so I went to them. A lady named Karen helped me and when I told her that I was told I needed the prongs replaced she told me that it would be expensive since they charge per prong but I told her I was under warranty and she argued with me that I didn't get the rings there so she didn't have to honor my warranty. I told her I was under the impression that they were the same company and that I had been told that they would honor my warranty. She coplained that she would have to pay her jeweler for someone else's screw up and I felt that this was entirely innappropriate of her to say. She was very rude and brusque but she told me she would fix it just this once.

So I picked up my rings a few weeks later and vowed never to return. In December I wrote a letter to each store I had dealt with and then to the corporate office in Irving Texas. I got no response. So I e-mailed my letter to the Better Business Bureau and they contacted the company, also with no response. So they have a bad report with the BBB now but most people don't check the BBB before buying rings so this is my next attempt at saving all the other brides and grooms out there from this poor quality and terrible customer service nightmare.

By the way, in November of 2001 the prongs had been bending worse and worse until finally the big diamond fell out. And so the nightmare continues...

Elizabeth
Bellingham, WA

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This report was posted on Ripoff Report on 01/07/2002 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/Zales-and-Gordons-Jewelers-Corporation/Irving-Texas-75038/DONT-buy-your-rings-at-Zales-or-Gordons-jewelers-ripoff-nightmare-Bellingham-Texas-10856. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE EX-employee responds

Additional information ..JA is a self governing jewelers association that will help the customer get reparations from their members

AUTHOR: Eric - (U.S.A.)

I also have been in management with Gordon's/ Zales and have some additional information that the previous poster did not mention.

The first is that the diamond guarantee that Gordons and Zales offers requires you to have your rings/jewelry checked at the store every 6 months. If you do not do this, they may not honor the diamond guarantee. The real reason that they require you to come in is to sell you additional merchandise.

The second thing that I would like to mention is their "sales" policy. In the state that I live in, companies are required to offer an item at the regular price for 6 months prior to advertising a sale price(and actually attempt to sell it at that price). One of the things that I noticed is that they will list an item in their computer, while it is not actually in the store. Then the item arrives the day or two before it goes on sale for 20-60% off.

I have also worked in smaller "Mom & Pop" type stores. Most of these stores are going to offer a better value, since they have a lower overhead. The key to finding a good jeweler is to ask around, and to check with Jewelers of America(JA), if your jeweler is not a member, look somewhere else. JA is a self governing jewelers association that will help the customer get reparations from their members if the member is unwilling to work out the problem themselves.
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#2 UPDATE EX-employee responds

Ex-Manager of Zales and other Jewelry stores

AUTHOR: John - (U.S.A.)

I used to be a Manager of Zales and other Jewelry stores I will not name. This is the reason I am no longer in the industry. I will lay down facts
for the consumer. doesnt happen all the time but it happened when I was manager.

1.Lost ring would give customer run around why we try to look for it

2. Sold used merchandise as new, remember that trade in you got 200.00 for well it is in another store for 1499.00

3. Most of zales merchandise is junk but you get
what you pay for. It is imported from india where they get it dirt cheap. And then mark it up 5 or 6 times(so you wonder when you buy something for 1000.00 you can never get more than 100 dollars for it anywhere.

7. But they tell you your not buying an investment but your investing in your love.

8.Lie to make the sale.

9. Some good things about Zales great return policy, if your merchandise looses a diamond they will replace it for you but it does take a long time.

10.If you cant get your problem solved by the manager, talk to the regional, the manager will give you his number.

11. As far as diamond switching that is very rare.

12.The Zales Sales professionals make about 6 or 7 dollars an hour and a commision of 1 percent of sales. so if they sell 10,000 it equals to 100.00 not a great incentive for being a happy employee.
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