Zale Corporation

The staff is incompetent, rude and unprofessional They said they could resize my wedding band for me and instead put me through months of *** back and forth with them and corporate They used jewelers (one being their "very best) and times "worked" on my ring, each time making it worse, "damaging" and swapping out my stones for ones of lesser quality and none matching The ring was a perfectly set channel set ring and their staff used glue and a prayer to throw it together, leaving gaps, crooked and cracked and scratched stones, saying it was their "best work and "comparable to ones they sell in their own case." Their district manager, Kim, never returned phone calls until she thought her boss might find out She also never mailed the $gift card she promised as a sort of reimbursement for me driving back and forth many times to the store (Orlando, FL area) and being screwed over The store staff was awful and started lying when they realized I wasn't going to just take whatever *** work they tried to pawn off on me I will never trust this company again and regret having my engagement ring and warranty with them I'd prefer to never deal with any Signet related company ever again Oh and when they finally agreed to reimbursement to pay to have another jeweler correctly fix my ring, I had to keep calling to remind them to mail the checks to me.....kind of like how I kept having to call and follow up constantly because no one would call or follow up with me when they said they wouldNEVER, EVER use them for anything The Revdex.com has hundreds of complaints for a good reason

All though we try to get cancelations out to our customers as soon as possible, we are at the mercy of the warranty company to get us the fundsFor that reason we have a form signed stating that it could take up to daysThis customer also signed this formdays have not passedHowever, as a
good will gesture we will be glad to contact this customer and make the refund before we are paid to do soWe also have copies of correspondence via e-mails with this customer dated as late as 1/11/ Any further questions please feel free to call.Sincerely, *** ***

I purchased jewelry from Zales, and it arrived incorrectThey made me pay for the new order and said that I would be refunded for the first item that was incorrect when they received itSo, I essentially paid for THEIR mistakeI just received the second item and it is also INCORRECTCustomer service was not helpful in any way at allThis was purchased for a holiday gift, and that is now ruined because they refuse to make it rightI will never use them again and will make sure that no one else does eitherWorst experience ever!

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Dealer is clearly lying to cover their tracks .I have forward all communications of this transaction wheather if it was text or email over to the Better Business Bureu .The truth is the sale was cancelled because they were afraid they were going to get a bad customer rating on their ford survey or found a customer where they could make more profit over the memeorial day weekend regardless if the car was being sold to me through overnight paperworkI explained to them I was down in San Antonio for vacation for only weeks .They overnighted the first set up paperwork to me without clearing it with me first.They were suppose to send a second set the very next day but never showed up.I tried to contact Marc V*** Several times through email ,text, etcbut was ignored . I was mislead ,ignored lied to and never received a call or text message from Calvin M*** to give me a chance to accept or decline the sale .He never even left me a voice message on my cell number.I end up finding a email in my spam filter from Calvin M*** dated May 30th . Dealership wasted my time and effort for over weeks and I called ford to leave a bad customer survey review over the phone which counts same as in the one mailed to a customer .I have opened a case with the attorney general and may pursue legal actionDealers need to be accountable by their actions and cant continue to treat customers this way
Regards,
*** ***

Tell us why hereThe customer had his vehicle in our service department on 07/17/He requested that we replace tires and that there is a squealing noise under the hood like a pulley or tensioner noise.Our technician found the drive pulley was making a noise similar to what was described by
the customer, and when removing the lug nuts to replace the tires that he requested, we found the caps on the lug nut were stripped, not uncommon on a vehicle with mileage of 307,We recommended to replace the pulley for a cost of $306.36, the tires, $679.50, lug nuts for $177.00, and a battery for $for a total cost with tax and tire disposal of $1,The customer authorized the repairsHe stated afterwards there was still a noise, again not uncommon with a vehicle of this high mileage to have several issuesOur service advisor stated that it may be an alternator and the customer said he was taking it elsewhereThe customer called and spoke with assistant manager and asked to have the old parts saved for his inspection we agreed, however he never showed to retrieve or inspect the failed parts in questionPlease feel free to call with any questions.*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am declining the offer from Sheehy Ford are provided in the attached word document labeled, "Sheehy Ford Revdex.com Reply".I am continuing my request
for Sheehy Ford of [redacted] to repair my vehicle to its operable state prior
to bringing it in to them. Whether the service they provided damaged a gasket
or seal, or if it clogged something, or if the fluid was not added properly, I
feel I was served in bad faith and it is Sheehy Ford’s responsibility to repair
whichever part they damaged as a direct result of the services they provided. Also,
I encourage them to speak with their service advisers with regards to
accepting/recommending services to customers and hiding/not disclosing complications
that may come from those services.
Regards,
[redacted]

After the purchase of this customers used van, he made contact with one of our finance managers requesting to cancel his warranty. He felt as if he had been pushed into purchasing it and was not happy. He followed via emails and phone calls to insure has warranty had been canceled. He demanded to...

see a copy of the check sent to the bank to cancel his warranty. We did so. He then called several days later saying he had changed his mind and to not cancel the warranty. We explained that although difficult to reinstate the warranty, that if the check had not been cashed by his lienholder that it may be possible. We called the lienholder and ran a history on the check. The check had been received and cashed. This customer was offered to purchase a replacement warranty at 0% but would have to have the vehicle re-inspected. That is when he explained that he had a  bad transmission and the inspection would not work. I informed him that he choose to cancel the warranty and that the repair was outside of any other warranty as time had expired. I am sorry that this customer choose to cancel his warranty because the issue would have been covered if he had not choose to do so. Please feel free to contact me with any questions or concerns.Respectfully, 
[redacted]
[redacted]

We did speak with this customer. She now understands that it was not recommended to replace the rotors. It was recommended to machine and cut the rotors. As a good will gesture we will refund the balance of her VIP pkg.Sincerely, Mike L[redacted]

We bought a ring November 20, 2014 in BC. It needed to be sized, the lady said it would take a week, and it ended up taking nearly a month.
The stone fell out of the ring in mid-August. We took it in the Peoples where they sent it away to be repaired and we were given a receipt with a repair number. No one called with updates. I finally checked online to see a message saying we needed to approve to pay for the stone replacement even though we bought the protection plan. (The cost of the stone replacement was more than double what we paid for the ring). The protection plan clearly says "Replacement of lost or chipped gemstones and diamonds. Diamond coverage only available on merchandise with a Purchase Price of less than $200." Peoples claimed they could not cover the replacement because the ring had a purchase price over $200. I had to argue with them that the stone is not a diamond, it is a gemstone (Morganite) and they finally agreed to cover the replacement.
I had my ring back for couple weeks at the most and the stone fell out again. Found the stone and it was repaired and returned.
Again, the stone fell out. Ring was exchanged for a new one.
AGAIN, the stone fell out of the new ring. This time Peoples decided the ring needed more prongs, and a fishtail. They sent out another new ring to get this done. I was told this would be done by a "Master Jeweler" out of Vancouver. Throughout this process, I was never given updates like I was told I would. I always had to call for information. I was told the ring would be in the next day. I called the next day and was told the ring was in but it had to be sent to the jeweler again because the work wasn't done properly. Was told ring was going to be in on Wednesday. Called Wednesday afternoon and it wasn't in, she had no answers and said probably tomorrow and that she would let me know. Of course, she never called. I called Thursday afternoon and was told it hadn't come in yet, after talking for a few minutes, she got a shipment in and it was my ring. I told her I would be in in a couple hours to pick it up. I went to the store to pick it up and the lady I had been dealing with had gone home. Another lady was trying to find my ring and couldn't find it. She called the original lady to see where she had put it and couldn't get a hold of her. Finally she found my ring. I could tell instantly that the repair work was done poorly. The "fishtail" is uneven and dull. It looks careless and rushed. I told the lady that and she became even ruder than she was before. (I read reviews online for this store, and I'm not the only one who thinks this store needs a lesson in [redacted]).
Two days after I have my ring back, one of the diamonds fell out. I called Peoples Corporate [redacted] and was told I would get a call back within 2-3 business days from the District Manager. I am now waiting to hear back from this District Manager.

In summary, I would not recommend Peoples, or any Zale Corp company to anyone.

This customer came in looking for a 2017 explorer that was advertised online. The price online is $[redacted]. The price is still the same and has not changed. She was presented 3 scenarios. Financing at 0%, financing through her own lender, or financing through Ford Credit. Although 0% was the...

cheapest payment, you give up the rebates to do so. I believe this is where some of the confusion comes in. Going through a different lender the customer gives up $[redacted] by not financing through Ford Credit. This customer actually qualified for a military rebate that made their deal $[redacted] cheaper than the online price. The customer had a trade involved and owed more than what it was worth. The negative equity was rolled into her bottom line. I hope this clears up the confusion. Sincerely, Mike L[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I expect a business like Sheehy to be an experts in your area and business1  you need tell the customer up front that a mistake has been made when you make it, clearly you should have told me
2   when the customer calls you and tells you what happen don't deny it like your used car manager Kevin R[redacted] did
3   when your finance supervisor Nikki calls me and tell me, don't I make mistakes,  she was very unprofessional and trying to blame me the customer
4   when you tell  me that you are going to call me back, keep your word, Kevin R[redacted] didn't answer my message and Nikki never called me back after saying she would do so
5   don't assume what hurts a person credit score, their are many factors that go into your over all score
6   Mike Lorton should have gotten involved much sooner I left him a voice mail,  please don't forget the customers  are the reason you got a job
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The prime reason for contacting the Revdex.com was the seemingly unavailability of a name of someone in upper management whom I might address my complaint to. The only name I could find was at the Revdex.com website. Thus I emailed him using the seemingly responsible official's name in your website. It is interesting that whomever the responsible individual is has still not identified him/herself. Second, my original email to Sheehy included the above listed attachment. When no reply was received two days later I emailed the same attachment and again there was no response. I never mentioned in any way that it was not necessary to contact me. I expected a reply and in my view I was being dismissed as unimportant. That led to my complaint to the Revdex.com.Thirdly, I am non-plussed at this person's math. I specifically state that Sheehy charged me $206.40 for a part I could have purchased down the street to $69.99; the difference is $136.41, not $16.00. I would also like to know specifically what shop supplies were used during the repair to a tune of $34.50. I am now checking on their labor charge; it also seems excessive.Lastly, my name, address and telephone number are in Sheehy's database. I just received an email soliciting my business, so I know they also have my email address. Sheehy has earned an F in their response to a patron's complaint. I hope to hear from someone in authority, preferably Mr./Ms. Sheehy.Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]@richmond.Revdex.com.org.
Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Revdex.com720 Moorfield Park Drive, Suite
300Richmond, VA 23236To Whom It May Concern,This letter references my
complaint from Sheehy Ford of Richmond, complaint ID [redacted]. I disagree with
the business’ reply and offer my rebuttal to their response below.Mr. [redacted] actually did a fine
job articulating my issues with the service I received on 7/17/2015. I did in
fact state there was a noise which sounded like a pulley. As stated on the
invoice, “CUSTOMER STATES THAT VEHICLE IS MAKING SQUEALING NOISE LIKE PULLEY OR
TENSIONER SOUND”.I will get back to that statement
after I address the statements made by Mr. [redacted] chronologically as they
appear in his piecemeal response.I don’t doubt that some of the
lug nuts may have experienced some wear due to age. My point of disagreement is
that I sincerely do not believe all 20 were damaged as Sheehy themselves
replaced several lug nuts just a few months prior. If the new lug nuts were
stripped as well, then I would submit the technician possibly stripped them
while removing them. Mr. [redacted] states this is not uncommon with a vehicle with
high mileage and, at face value, would not disagree. However, this particular
vehicle is in remarkable shape for the mileage. I would welcome an inspection
of the vehicle by Mr. [redacted] or any of his technicians to verify this.In his reply, Mr. [redacted] stated
that I approved the repairs. Well of course I did. I took it to the “experts”,
and based upon their recommendations, I authorized the work. No different than
if I was to go to my doctor for an ailment. I am going to trust what I am told. Mr. [redacted] continually referenced
the fact that it’s not uncommon for my car to have “issues”. I disagree
wholeheartedly. The reason it DOES NOT have the common issues associated with a
high-mileage vehicle is because I address any and all problems immediately.Moving on to the issue of
replacing the wrong pulley. Mr. [redacted] states the pulley which was replaced was
making a noise “similar to what was described by the customer”. Not entirely
sure where Mr. [redacted] received this bit of information, but I don’t recall
seeing him in the shop that day. Might it be a case of third hand information
received from either Mr. [redacted] or the technician? I suspect so. Might one not
consider the fact that in order to cover their rear-ends and admit to not
delivering the correct service, that they would recite a bit of revisionist
history? If what Mr. [redacted] was told was in fact correct, then why was the
noise just as prevalent when they were finished as when I delivered it to them?
The technician stated on the invoice: “UPON INSPECTION FOUN (sic) THAT DRIVE
BELT PULLEY WAS MAKING NOISE. REPLACED TOP PULLEY AND RETESTED AND IS NOT
MAKING ANYMORE NOISE”. Interesting. I guess what I’m being told is that after
the technician replaced the top pulley and before I went out to pick it up, the
tensioner pulley went bad because apparently it was fine when it pulled out of
the Service bay but went bad in the intervening 10 minutes or so it took for me
to pay. Now to address the statement in
Mr. [redacted] reply to this complaint that the assistant manager offered to keep
the parts for my inspection: This NEVER happened. I was not offered the
opportunity to retrieve the old parts. I assure you, had that offer been made,
I would have picked them up. Given the fact that it took several days just to
reach Mr. [redacted], I would have certainly taken him up on that offer. I didn’t
speak to him for several days as a weekend fell in between the multitude of
messages I left on Mr. [redacted]’s voice mail. As a matter of fact, I spoke to no
one until after I sent an email to Mr. [redacted] stating my concerns. When I
finally did speak with Mr. [redacted], he simply told me he was able to dig a few
of the lug nuts out of the trash and they looked worn. This was the
conversation regarding the worn parts. No offer for me to inspect anything. I
suggest to you Mr. [redacted] that maybe there’s an integrity issue within the
Service Department.The money is not an issue and
never has been. It is a matter of principle. I pay for a service; I expect to
receive said service. I certainly understand that things do not always go as
anticipated. Good customer service is owning up to a mistake and correcting it.
This has happened several times in the past at your dealership (feel free to
check my very extensive records) and the situation was corrected and I still
went on my way a satisfied customer. Not sure what happened this time, but rest
assured, this was the stereotypical dealer-service experience which is often
the butt of jokes. Perpetuation can be a powerful
tool. [redacted] (founder of [redacted]) once stated when queried as to why he was
so willing to take returns so readily, that if you provide great customer
service to someone, they’ll tell two or three of their friends. If you provide
poor customer service, they’ll tell anyone who will listen. I believe truer
words were never spoken.

We use the manufactures suggested retail pricing for parts. It looks as if there is less than $16.00 difference between what the customer found on the internet and OEM parts from our dealership. The labor charges are from Alldata( used by the majority of Dealerships...

for labor charges) labor time guide. The estimated price came in a few dollars lower and was authorized by the customer. We stand by our estimate and pricing to be competitive and certainly not out of line. It was mentioned in this customers initial email that it was not necessary for me to contact him. I am willing to answer any and all questions if this customer would like me to contact him.

This paperwork was faxed to the Sheehy on 11/1/2016 care of Niki G[redacted] per her request.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]@richmond.Revdex.com.org.
Regards,[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that the attached paperwork is not my signature and I signed he paper in March therefore it has been well over 60 days this paper that contains my signature has a date of 4/28 and that is not correct and is not my signature so someone at that dealership forged my signature!!!the check should have been sent at the end of May as I canceled the VIP in March!  Why is someone at the dealership forging a customers signature!  
Regards,
[redacted]

The amount stated by this customer includes the extended warranty and the Sheehy VIP policy. We are at the mercy of the warranty company to get to us the amount of the refund. On the cancellation form signed by this customer, it states that the customer should expect for this to take up to 60...

days. We are sending the check to the bank on 6-14-2016. This falls within the parameters of the 60 days allowed. I am attaching the copy of the check and a copy of the cancellation form for your reference. Sincerely, [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.To say the customer knew it did not have navigation is an outright lie.  Yes, after I opened case with Revdex.com I finally received a call back where I was told I should have known it didn't have the right screen for navigation, to which I asked if your personnel who work and price the cars everyday didn't know it was a different screen located with the audio, then how should I?  so if that was our conversation how did we know it did not have navigation?  My son was looking thru the options on the screen and didn't find it so I went and looked as well.  I'm sure it is posted that they are not responsible for errors as it seems they need it. Yes he offered to extend the buyback from three days (since it took nine for them to get back to me) and said I could return the vehicle. We are happy with the car despite the lack of navigation system and couldn't imagine the horror of returning the vehicle with Sheehy personnel, nor do we want to start our search all over again.    
Regards,
[redacted]