One of the worst customer service experiences I've ever had. Jessica and the older lady that were working last night were horrible.
My boyfriend bought me a diamond necklace from the Zales website. When I actually received the necklace, I came to realize that they sent me a pendant with a smaller diamond than what my boyfriend had ordered and paid for.
We took the necklace to the Zales store at Alderwood and explained to them what happened and Jessica confirmed that they did in fact send a smaller diamond. We asked if we could exchange the necklace and get the correct one that we ordered and paid for. Jessica proceeded to RETURN the necklace and informed us that it may take several days for the refund to appear on our account, and then told us we would need to repurchase the necklace, but we wouldn't be able to get it for the same price we paid since we used an online promo code.
We never once asked her to return the necklace, and it would've been nice if she had explained the process to us prior to taking any action, because once she did it, she said she couldn't undo it. Jessica got (who I'm assuming was) her manager involved, who basically told us there was nothing she could do to help us since the return had already been started. I asked her why she couldn't match the price we paid online, especially since it was ZALES' error, and not mine, but she said they are not connected with the online store.
The manager told us we needed to call a phone number and deal with the customer service department and she couldn't make any guarantees that they would honor the price we had originally paid.
Basically, to make a long story short, we ended up leaving WITHOUT a necklace, and we have been extremely inconvenienced by and error made by Zales. We will never return to the Alderwood store again.
All USA
One of the worst customer service experiences I've ever had. Jessica and the older lady that were working last night were horrible. My boyfriend bought me a diamond necklace from the Zales website. When I actually received the necklace, I came to realize that they sent me a pendant with a smaller diamond than what my boyfriend had ordered and paid for. We took the necklace to the Zales store at Alderwood and explained to them what happened and Jessica confirmed that they did in fact send a smaller diamond. We asked if we could exchange the necklace and get the correct one that we ordered and paid for. Jessica proceeded to RETURN the necklace and informed us that it may take several days for the refund to appear on our account, and then told us we would need to repurchase the necklace, but we wouldn't be able to get it for the same price we paid since we used an online promo code. We never once asked her to return the necklace, and it would've been nice if she had explained the process to us prior to taking any action, because once she did it, she said she couldn't undo it. Jessica got (who I'm assuming was) her manager involved, who basically told us there was nothing she could do to help us since the return had already been started. I asked her why she couldn't match the price we paid online, especially since it was ZALES' error, and not mine, but she said they are not connected with the online store. The manager told us we needed to call a phone number and deal with the customer service department and she couldn't make any guarantees that they would honor the price we had originally paid. Basically, to make a long story short, we ended up leaving WITHOUT a necklace, and we have been extremely inconvenienced by and error made by Zales. We will never return to the Alderwood store again.