On Saturday August 13, 2011 my daughter and I were shopping at the Merrillville, Indiana Southlake Mall. My daughter had informed me that her boyfriend had purchased a ring for her at a local store and that were pleased with their purchase but that the stone was not real. I proceeded to tell her that when making decisions like this that they should always look around and check prices as well as quality. We happened to be walking by Zales Diamonds in the Southlake Mall and so we stepped in to look at what they had. She was shown by Janet a section of promise rings priced in four categories... $99.00, $129.00, $199.00 and $349.00. My daughter fell in love with 2 rings ..one from the $99.00 dollar slot and one from the $129.00. In the midst of our conversations while looking I had mentioned that maybe she could make a call and see if the other ring could be cancelled? Janet then told us that if she could indeed get it cancelled to please come back with her boyfriend and she would be happy to sell them either of the rings.
Leaving the mall my daughter was so excited at the thought that maybe the other could be cancelled and they could actually make a purchase with a real diamond from the Zales store. When arriving home my daughter and her boyfriend discussed their options and went to see if the other could be cancelled and a refund issued. They indeed were able to do it and we very excited to return to Zales to purchase one of the two rings that were shown to her by Janet at the Zales store.
The following day.. Sunday, August 14,2011 we returned to the Southlake Mall in Merrillville with my daughter, her boyfriend, my son and couple that are very good friends with my daughter and her boyfriend and proceeded to return to the Zales store in which Janet was again working. We were approached by a sales clerk in which we asked to please see Janet due to her willingness to sell us a ring the day before. I took a back seat and stood back listening to the events in case my assistance was needed but I felt it should be in the hands of her and her boyfriend now. Janet approached the group of 6 of us with smiles stating ... oh you brought him back this time and must have gotten the other one cancelled?! My daughter was all smiles and showing her boyfriend the two in which she had fallen in love with the day before while responding yes... and we are ready to buy today. They looked at the ones in which she liked and the two of them had decided upon the one that had been removed from the $129.00 and was shown to us and priced at the $129.00 the day prior. They agreed with Janet that was the one and they would take it. Janet put back the others that they had also looked at which came from the $99.00, and the $199.00 slot and proceeded to prepare the final sale of the ring. My daughters friend then asked may I see the ring, Janet handed it to her and the friend proceeded to try it on. The friend then asked as it did not fit her, what size is this?? Janet then took back the ring and began looking at the tag. As the 6 of us stood watching her face began to get a funny look on it. She looked up and stated... Oopss I think we have a problem. That is never good to hear and she gained all of our attention. What is wrong, my daughter asked? Janet proceeded to tell us all that the ring they had picked out had been misplaced in the wrong slot. At this point I pulled front seat again... I asked " Janet... this is the same ring you showed us yesterday and It was removed from the $129.00 slot then.. you told her to come back and you would be happy to sell her that ring. Janet proceeded to say...Yes you are right and I have to honor this price for you. My daughter and her boyfriend were very excited but I could tell that she was very saddened by this. I watched her facial expressions as she continued to talk and I could tell that it was weighing heavy on her. She said well... lets go ahead ..again I have to honor this price to you. At this point I spoke up and stated.. Wait.. are you going to get in trouble for this error? She proceeded to tell us that she probably will loose her job or will have to pay the difference out of her pocket. I looked at the kids and I could tell my daughter knew what I was about to do. I then stated to Janet that I did not want to see her get in trouble or loose her job and so I stated why don't we negotiate a ring that was in the 199.00 slot that they too had liked for the same price as the 129.00. Keep in mind the ring that was misplaced in the $129.00 slot was a 549.00 ring that was actually on sale for $349. I was trying to do the right thing as I too have been in Retail sales for many years. Janet then stated she would have to call her manager to see if she could do that? I had a very odd look on my face and she asked what is wrong? I stated ... You were going to honor a price of $129.00 for us for a 549.00 ring and I felt sorry for you and am agreeing to buy a 199.00 for the price of 129.00 instead so you don't get in trouble and you have to call a manager all the sudden to see if you can do this?? She stated yes.. I do! She then walked away to make a call. In the meantime .. her associate came to us and very rudely stated.. "There is no way she is going to be able to do that." I believe all of our mouths dropped at that point, I then spoke up and stated .. "Well she just told all 6 of us that she had to honor the 129.00 price for the 549.00 ring that was on sale for 349.00 I was trying to be nice and offer to just take a 199.00 ring instead and that way it did not affect the company or her as badly.. but we can just go ahead and take the 549.00 for the 129.00 then! She walked away from us all with a nasty look on her face.
Janet returned and bowed her head and stated her manager just told her that she could not do either. We were all amazed at what we were hearing and I restated the situation again... following with .. and you mean to tell me now she is not willing to do either after you already told all 6 of us that you HAD to honor the price of 129.00 for the original priced of 549.00 that is on sale for 349.00. She said...Yep...and then smiled big! I then said.. and you can't give them a 199.00 for the 129.00 price either? She said nope.... and again smiled big! At this point I looked at the kids and stated well maybe it is time to go look elsewhere. THEN... Janet stated.. well I can take your number and have the manager call you tomorrow to discuss it and proceeded to say.. well don't you like this 99.00 dollar ring.. you looked at it also yesterday. Needless to say I knew that if I gave my name and number for a return call tomorrow I would hear the same thing.. she was trying to pacify me and get the kids to purchase a 99.00 ring so she would still make a sell. We all looked at one another and decided to leave the store and begin a new search.
Once out in the hall area my daughter shed some tears and stated that she loved the ring and why did the lady have to do this too her? I told her I would attempt to make a call to the corporate office on Monday as I knew they were not open on Sundays.
First thing on Monday I made a call to 800-311-5393 and filed a complaint with Kristen in which I was given a ref number and a response that the district manager Scott would reply within 48 hours. On Thursday morning first thing I responded by calling the same 800 number and asking about my reference number . I was then told by Tara that she checked the reference number and agreed there had not been a return call made and she would personally call Scott and ask for a return call yet today in which I am currently still waiting. My daughters boyfriend would still like to purchase the same ring for the price of 129.00 and the only reason I am submitting is because he is 17 and not an official adult so I felt it was best I did the report for them.