Tell us w At Gertrude Zachary Jewelry we pride ourselves in giving the best customer care anywhere. We are sorry to hear that Mr. [redacted] and his wife felt that he was mistreated in our store. We have four associates in this store, with one being here 17 years and the newest person at 8 years. We...
really go above and beyond for our in-state clients as well as our out of state clients. We are here because of our clients and our reputation. Our invoices state “Exchanges only within 30 days with receipt. Items must be in unused and resalable condition. No refunds or charge credits. All sales items are final.” When Mr. [redacted] and his wife came into the store to do the refund the first time about 3 weeks later, a sales associates tried to help his wife find something else that she might enjoy, but that was unacceptable to Mr. [redacted]. The store was full of customers, so both managers were assisting other clients. Mr. [redacted] told the sales associates “well I guess I am [redacted].” Management has always told our staff that if a customer uses profanity, there is nothing else you can do for them. At that point the sales person walked away and told them that they were more than welcome to wait for a manager. They did not want to wait any longer and left the store. On August 12th, Mr. [redacted] and his wife returned to the store again. We also had a full store that day, but I remember him and his wife and excused myself to go help them. I tried to help his wife find something to exchange for, in accordance with the exchange policy written on his receipt. I also told her that she could do exchanges in any one of our locations and that we could extend the time period in which they could do the exchange. They wondered around for a while and Mr. [redacted] asked if I could make an exception to the exchange only policy, and instead charge him a restocking fee. Because we do not have any straight return policy, but I wanted to satisfy this customer, I suggested 20%. Mr. [redacted] agreed and handed me his credit card.Then, at the register, when I started to finish the transaction, Mr. [redacted] became upset about the amount. He begin loudly stating inappropriate things about our company, turned to one of our best clients at the counter and told him not to shop in our store. He also continued to tell me that he knows every [redacted] and everyone on the [redacted] and he was going to tell every one of them to not shop in our store. It was clear to me, that he was simply attempted to use political influence to threaten and imitate me. He was creating a scene, acting unprofessionally and inappropriately. At that point, I did ask him to let me finish the transaction and for him not speak to our customers. It is unfortunate that this has happened in our store, but as opposed to poor customer service, it was actually a result of us trying to accommodate Mr. [redacted] request to an exception to the return policy. We depend on our local customers and pride ourselves on providing the best customer service. As a courtesy, we will gladly refund the $298.41 restocking fee; that is the entire amount which we charged. Mr. [redacted] letter stated $350, but it was not. He is welcomed to come to the store to process the transaction or call the store to process the transaction over the phone. Sincerely,Ket H[redacted]General Manager###-###-####
Tell us w At Gertrude Zachary Jewelry we pride ourselves in giving the best customer care anywhere. We are sorry to hear that Mr. [redacted] and his wife felt that he was mistreated in our store. We have four associates in this store, with one being here 17 years and the newest person at 8 years. We...
really go above and beyond for our in-state clients as well as our out of state clients. We are here because of our clients and our reputation. Our invoices state “Exchanges only within 30 days with receipt. Items must be in unused and resalable condition. No refunds or charge credits. All sales items are final.” When Mr. [redacted] and his wife came into the store to do the refund the first time about 3 weeks later, a sales associates tried to help his wife find something else that she might enjoy, but that was unacceptable to Mr. [redacted]. The store was full of customers, so both managers were assisting other clients. Mr. [redacted] told the sales associates “well I guess I am [redacted].” Management has always told our staff that if a customer uses profanity, there is nothing else you can do for them. At that point the sales person walked away and told them that they were more than welcome to wait for a manager. They did not want to wait any longer and left the store. On August 12th, Mr. [redacted] and his wife returned to the store again. We also had a full store that day, but I remember him and his wife and excused myself to go help them. I tried to help his wife find something to exchange for, in accordance with the exchange policy written on his receipt. I also told her that she could do exchanges in any one of our locations and that we could extend the time period in which they could do the exchange. They wondered around for a while and Mr. [redacted] asked if I could make an exception to the exchange only policy, and instead charge him a restocking fee. Because we do not have any straight return policy, but I wanted to satisfy this customer, I suggested 20%. Mr. [redacted] agreed and handed me his credit card.Then, at the register, when I started to finish the transaction, Mr. [redacted] became upset about the amount. He begin loudly stating inappropriate things about our company, turned to one of our best clients at the counter and told him not to shop in our store. He also continued to tell me that he knows every [redacted] and everyone on the [redacted] and he was going to tell every one of them to not shop in our store. It was clear to me, that he was simply attempted to use political influence to threaten and imitate me. He was creating a scene, acting unprofessionally and inappropriately. At that point, I did ask him to let me finish the transaction and for him not speak to our customers. It is unfortunate that this has happened in our store, but as opposed to poor customer service, it was actually a result of us trying to accommodate Mr. [redacted] request to an exception to the return policy. We depend on our local customers and pride ourselves on providing the best customer service. As a courtesy, we will gladly refund the $298.41 restocking fee; that is the entire amount which we charged. Mr. [redacted] letter stated $350, but it was not. He is welcomed to come to the store to process the transaction or call the store to process the transaction over the phone. Sincerely,Ket H[redacted]General Manager###-###-####