On 12/24/16, my fiancee went to four different jewelry stores to find the perfect engagement ring. He finally found it at the Sears jewelry counter. Now, one would think with it being Christmas Eve (a big shopping day), most stores would be fully staffed. This was not the case, there being one very rude employee behind the jewelry counter. My fiancee waited 20mins with our 2-year old daughter before he was helped. By the time the transaction was almost to a close, he had a very upset toddler on his hands. Hence the reason he did not provide a phone number or email address at the time of purchase. He also used cash, making it even more difficult to locate the purchase later on. He didn't purchase the warranty (worried I wouldn't like the ring), but was informed he had 30days to do so. I loved the ring and was very careful with it, but I hadn't even been wearing it for 2weeks when I discovered 2 of the white diamonds missing! We looked for the receipt for two days, he had hidden it somewhere, but could not find it. I had always heard good things about Sears customer service, so I wasn't too terribly worried.
On 01/15/16, I loaded my daughter up in the car and we went to the mall to activate the warranty and have the ring fixed, arriving around 3pm. Once again, there was only one person behind the counter. When we got there, she was helping another woman, so we patiently waited at least 15mins before even being acknowledged. The customer was indecisive and told the employee to go ahead and help me while she decided. So, she asks me what she can help me with and I explain the situation. She tells me she can't help me and has to call a manager. I will say, she was very polite for the most part, just not able to help with the situation. So, she gets on the intercom and says, "Code 3 to Jewelry."
And we wait, and wait, and wait. Another 10mins have gone by and I'm starting to get irritated at this point. Probably seeing this, she gets on the intercom again, "Code 3 to Jewelry." And we wait again, at least another 10mins, when I hear, "Code 3 to Clothing." Now I'm really getting mad and I blurt out, "Not like that's going to f***ing work!" The employee apologized and got on the intercom for a 3rd time with another code 3. Keep in mind, I've been here with a 2-year old for damn near 45mins already and haven't really been helped, at all. I finally see what looks like a manager walking quickly in our direction, but he appears to be going towards clothing. I look at the jewelry lady, visibly angry, and she flags him down, bless her. The first thing this guy says to me? "I don't know anything about jewelry, but I'll see what I can do." He asks me for a phone number to look up the sale and goes to 3 DIFFERENT COMPUTERS, claiming that not one works, then says he's going he's going to call someone to help. Me: "Are you actually going to call someone, or just get on the intercom? Cuz I've already been here for 45mins." Him: "I'm going to actually call someone." Then, this asshole gets on the intercom!! He asks for someone from blahblah department to call HIM and he gets back on a computer. Pissed, my daughter and I start walking around the counter, looking at the jewelry. Another 10mins passes, when I see this dude walking away very quickly. So, I holler at him, ask him where he's going. This man looked me dead in the face and lied to me, "I promise, I'll be back in 10mins, ma'am!" I waited 20 and he never showed.
My daughter and I walk up to the jewelry lady and I give her my phone number and tell her to have him call me when he shows back up, we're going to the food court. At this point, I've been there for an hour and 20mins, give or take, it's around 4:30.
We get our food and eat, that takes about 30mins. Then, we go to F.Y.E., look around, and buy 3 CDs, another 30mins roundabout. So, it's approximately 5:30 and we're walking to Cinnabon when I FINALLY get a phone call. It's a woman I haven't spoken to yet wanting me to come back to help locate the sale. Once we get there, everything starts going smoothly. There were 3 new ladies behind the counter, two were managers of sorts and the third replaced the original employee, I believe.
The two managers pull up every sale for that day and start going through them to find the proper one, while the other lady filled me in on the lifetime warranty benefits. They were able to find it and give me the lifetime warranty, all 3 were very efficient, knowledgeable, and understanding. They took the ring, told me they would call in 2 to 3 weeks, and my daughter and I finally went about our merry way a little after 6pm, a full 3 hours after we had arrived.
I'm anxiously waiting to get it back, it's my engagement ring and I've barely had it! On 01/26, I received a call from a woman from Sears. Her: "Unfortunately, ma'am, you have to come and pick out a new ring, they're unable to fix yours because they no longer have the blue pigment." Me: "I don't see why that should be a problem, it was 2 white diamonds that fell out." Her: "Yes, ma'am, but the diamonds don't come out of the ground that color and they don't have the blue dye anymore." Me: "What does that have to do with the 2 white diamonds?" Her: "They have to re-varnish the whole ring and they don't have the blue pigment, anymore." Me: "Well, why the f*** would you sell someone a lifetime warranty for something that you guys can't fix for the rest of my life, blah blah blah..." She didn't have an answer, just said she could ask them if they could replace only the white ones or I could come pick a whole new ring. I'm too angry to talk, as I don't want to dump on her when it isn't her fault, so I just tell her I will come in to deal with it soon and to have a good day. To top it all off, this bitch hangs up on me, didn't say boo or anything,
So, my fiancee and I work full schedules and the only day off we have together is Tuesday, 02/02/16. He wants to be there to pick out a new one with me, so we will be returning then. Hopefully, the experience is better this time, as I know I will no longer give Sears, at least that particular location, my business. I've had my ring for a little over a month and they've had it for over half that time. I will post an update once we go!
