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Let it go?


schmizer
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OK, here's the back story!

 

I have a vintage engagement ring from the 1920's that my FI bought from a fantastic private jeweler in Chicago.  It has a large stone in the middle and paveed diamonds and blue sapphires around it.  

 

A few weeks ago, we were shopping locally for a men's band for my FI.  While looking at a chain jeweler, the woman who was showing us bands offered to clean my engagement ring while we were looking.  In the meantime, my FI got a business call and left the store for a minute to answer it.

 

After the machine was done cleaning the ring, I watched her remove it from the machine and then drop and step on it while she was walking back toward me.  She examined the ring,  got this "oh shit" expression on her face and picked something up off the floor.  She smiled at me uneasily as she quickly walked past me and then beelined to her manager and proceeded to whisper in his ear for the next minute.

 

The manager approached me and immediately started asking me questions about the ring.  When was it made?  Where had I bought it?  How long had I had it?  I asked why he was asking.  He responded that when cleaning the ring, THE MACHINE knocked one of the diamonds out of it.

 

I told him that I saw the girl drop and step on the ring and he responded that I must have IMAGINED it.  

 

He then said that I might want to take the ring back to our jeweler to have it checked out and handed me the ring in a plastic bag.

 

The girl then returned and asked what other bands I might want to see like nothing had ever happened.

 

Of course, I was extremely emotional at this point.  Not only did they knock the diamond out, they were offering to do nothing to fix the problem and were denying that it was their problem to deal with.

 

I left the store and found my FI, who went back in and demanded to get everyone's name involved and the manager's boss's number which they were reluctant to give us.  We brought the ring back to our jeweler who fixed it for free.  

 

I left a message with the boss of the manager we spoke to several times to express my dissatisfaction with the whole scenario, and have not received a return call.

 

I placed call number 4 today and again no answer.

 

My FI thinks I should just get over it at this point, but I am still so pissed that we were treated this way and I get what he is saying.   The ring is fixed and obviously we are never going back to that jeweler.  But I am still irritated. It doesn't help that I work in hospitality.  I really want to convey to someone how upset I am.

 

Should I just let it go?

 

 

 

 

 

 

 

 

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I understand your frustration because when something like this happens to me and I receive horrible service or someone refuses to fix their mistake I am just as mad and I want to be able to complain to someone. But I think your FI is right. They obviously aren't going to take any responsibility and you did already get your ring fixed. So I don't think there is a whole lot you can do. Aside from writing a bad review for the store.

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First off, that's a terrible thing to encounter. Second, I would agree with your FI and just let it go. However, to assuage your frustrations, I would also contact the BBB only. If someone asks you what you think of the place, give them your honest opinion, but don't go off at them on every site you come across. Praise God your ring was fixed and it was done gratis. I think karma will handle the rest. Again, I'm sorry it happened.

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I agree with your FI that you should let it go.  The ring was fixed (and at no cost) so thats the most important part.  If there would have been a cost to fix it, or they actually lost one of the stones, or it was unfixable damage I would say raise some hell!  But its fixed, so forget you ever walked into their store.  I'm pretty sure no one you know ever will set foot there either!

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You said this happened at a chain store, I would try and let someone at the corporate level know what is going on at their stores.  I would not contact them out of anger - but I would contact them with your story and say that the horrible customer service from the management of that store has caused them to lose your business.  The company needs to know that they have employees out there making poor decisions.  But after that I would let it go.

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This is funny. Not your story, of course, but my reaction to it. I know I would probably let it go. For some reason I strongly feel you shouldn't. I am in management of customer service for a high end automotive company. I strongly believe that if someone did something wrong they should be held accountable for it. All customer issues are highly important and we need to make sure we research every single one, but when a letter goes to the CEO or even the VP of customer service, we literally have to drop all we are doing to get the matter resolved IMMEDIATELY. I don't know how other companies work and I wish they worked like mine. If you decide to go for it, demand that they pull video tapes (I would assume they have those, specially at the jewelry section). There are other options like the consumer affairs section of your state or the Better Business Bureau, as someone mentioned before.

 

Yes, the ring is fixed, you did not have to pay anything for it. Does it mean they can get away with hiding away and not owning up to their mistakes?

I understand not wanting to do it because it is a hassle, and that is totally fine. But as many of my customers say, "It is about the principle."

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That's actually the reason I am so upset.

 

I work as the Training Director for a high end restaurant group and customer service is my life.  I am also lucky enough to work for a company in which the president will drop everything to speak to an unhappy guest.  His leadership in service is the reason why our company is so accoladed and accomplished.

 

I know I have high expectations, but if something had gone that wrong in one of our restaurants, I would want to know...

 

Ugh!

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Ok... I think I'm the only other person who tends to hold a grudge.. .HELL NO! But I would give up on calling.  I'm sure there are consumer ratings bureaus in the states for those kind of stores.. make an official complain.  it's not the fact that you got it fixed for free, it the fact that other brides/grooms can have the same or WORST experience.

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