• Report: #868316

Complaint Review: Jared Galleria of Jewelry

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  • Submitted: Fri, April 13, 2012
  • Updated: Sat, May 17, 2014

  • Reported By: Shelly1965 — Riverton Utah United States of America
Jared Galleria of Jewelry
5928 S. State St Murray, Utah United States of America

Jared Galleria of Jewelry Sterling Jewelers Employees Lie and company doesn't stand behind what you are told! Murray, Utah

*UPDATE EX-employee responds: ex employee with answers

*Consumer Comment: FYI

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Buyer Beware: Kay Jewelers & Jared will not stand behind what their employees tell customers. Jared and Kay are owned by the SAME company, when we purchased my wedding ring we bought the extended warranty so I
can have it rhodium dipped. The employee at Kay Jewelers told us we could take it directly to Jared's to have this done
so I wouldn't have to wait for 3-4 days, which they did 3 times. Now suddenly Jared has new management and said I can no longer do that, it has to go to Kays and then shipped to the EXACT Jared's where I drop it off to be done, which will take 3-4 days. We even offered to buy the exact rings last year at Jared so it wouldn't be an issue and they
assured us it was the SAME company and they would honor the warranty there. When I called the so called customer service department for both companies the only thing they would say was "sorry OUR employee didn't
give accurate information, they no longer work for the store". So I asked the manager if their employees can just say whatever they want to get the sale and then they just don't worry about standing behind what we were told. He pretty much said sorry but we will not allow you to take it directly to Jared, even though he knows this is what I was told.

 So be careful when shopping at Kay's or Jared Jewelers and make sure you get EVERYTHING in writing!! Truly the WORST customer service I have seen for a so called huge jewelery store. This was such an easy fix for the company to simply let me drop my own ring off to where it would be serviced rather than have it shipped from the Kay store?? They have lost
my business for good!

This report was posted on Ripoff Report on 04/13/2012 03:32 PM and is a permanent record located here: http://www.ripoffreport.com/r/Jared-Galleria-of-Jewelry/Murray-Utah-84107/Jared-Galleria-of-Jewelry-Sterling-Jewelers-Employees-Lie-and-company-doesnt-stand-behind-868316. 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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REBUTTALS & REPLIES:
0Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE EX-employee responds

ex employee with answers

AUTHOR: Jayme - ()

I understand your frustration completely because Jared got your complaint ALL the time.  I am sure you heard that line a lot between the stores and the employees with guest services.  The truth of the matter is (whether they explained it properly or not) Jared can appear as the big bad wolf in the situation you specified.  But unbeknownst to most, It is the shop (owned by Sterling, not Jared) that receives and processes the work from the other 11 stores, which their system requires the warranty to come from the original store brand.  That means that when you check in a piece through Jared, the shop is not doing the work under your warranty.  

It means you are paying for it.  The paperworks is incompatible.  If you have a Kay Ring, Kay warranty, Kay sku, and it is placed on a Jared repair (the company, address, and phone number is in the top left corner) the shop is not able to process your warranty.  They are however able to accept the ring in for repair if you pay for it.  The spot in the computer asks "Chargeable" or "Non Chargeable".   If you process the ring as "nonchargeable" it then requires the sku, store number, receipt, and name it was purchased under to process the repair.  

The only other option is "Chargeable" which processes  the job as if it were any foreign jewelry, which then requires payment.  Unfortunately Sterling Jewelers has not linked the system within the shop to Jared to allow for the jobs to be processed free of charge with the purchase information, unless it is all issued from that stores branded company, example Kay. Sterling's 11 divisions, are all considered under the umbrella of Sterling Jewelers as sister companies, each separate entities.  

Meaning that Sterling stands behind each store, but expects the protocal of each store to be handled by the branded store individually.  Under very major circumstances is a manager able to make the call you were mentioning.  But it is with very strong words to the division manager that sent you to Jared.  They either still will charge you, because the system is incompatible, or they will send you back to the originating store if you want the work done free.  Which is why you purchased the warranty and why it causes such a rift between the divisions.

 It should not be so complicated to have your sentimental wedding jewelry worked on and it should be the same across the board.  Between the other divisions and Jared, the difference is that Jared is a large store which allows for Sterlings shop to be placed inside the store.  I have seen guests where they wanted work done with same day service and were frustrated that Jared guests got "first dibs".  They went as far as to upgrade rings through Jared just so they didn't have to go through the frustration of always having to go back to the originating store.  It doesn't mean that you should have to do that because you shouldn't but it is an option.  

I was a manager in training and was with the company for 6 years.  I had moved across the country with the company and was in several stores.  The protocal was the same and not many managers were very flexible, as we were required to abide by our own set of rules.  The client was always our very first and most important ally.  We worked for you.  As far as my stores worked, our clients were our friends and family.  We appreciated you as people, not just for business.  The commission really is not a selling factor for sterling, because the commission structure really is a bust.

 They get paid hourly and the commission depends on the team and not their own personal achievements.  So they really are working there for the enjoyment of their clients and generally are not making much off of the sales they are making.  Speaking from experience in the 6 years I had been there, I regularly was underpaid, overworked, and during tax season it was painfully obvious that I was making less than some 18 year olds out there.  

Sometimes the commission didn't even cover my rent in my home state where my rent was 350. Food for thought, there will always be complaints for one individual in every store, but it takes one amazing employee to make you want to go back.  If you call into a local store and tell them your experience they will make sure you are spoiled when you come to see them.  Request someone that will be highly sympathetic to your needs becuase this is their "last and only shot to make it RIGHT BY YOU."  If the worst happens upgrade your rings elsewhere, but just make sure those rings are covered so you dont have to pay for repairs.  You deserve the best, and you should not have to sacrifice on your beautiful wedding jewelry that you two see every day.  

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#2 Consumer Comment

FYI

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

A GOOD rhodium PLATTING job will last 5 to 7 years though I've had a few customers who have worn it off in 1 to 2 years. Had a customer like you who bought a ring at Kay's and was told the same thing. Her problem was they were "dipping"(platting) her ring in 14 karat white gold which lasts nowhere near as long as rhodium and is alot quicker and cheaper to do. She didn't believe me until I took her ring back and polished the ring she'd bought from me and I'd rhodium plated and looked perfect again and I polished the ring she'd bought at Kay's and they'd plated with white gold and my polishing stripped the white gold off. Put the two rings side by side and she could tell the difference. As soon as she saw the difference she knew they were using white gold versus rhodium. Rhodium plate is expensive as all heck.
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