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Sears Support Ticket - Unsatisfied Customer

Sears Support Ticket

Unsatisfied Customer - Poor customer satisfaction

Created By: Pinkdemon's Picture Pinkdemon Last Reply: Pinkdemon's Picture Pinkdemon
Priority Level: [High] Status: [Open]
Created: 7 months ago Last Updated: 7 months ago
Department: Home Services Support Replies: 0
Product: Poor customer satisfaction

Bought a ring and care plan at Sears sent the ring out to be resized. I went to pick it up one evening, tried it on to make sure it fit and went home. Once at home I took it out to admire it and I found several stones (small diamonds) were missing. I called the next day and the lady told me that it was rare but that it sometimes happened during the resizing process. I went back after work and the manager in fine jewelry told me that this had never happened before, which I find hard to believe since just that morning I had been told differently. At this point she proceeds to tell me that these rings are handled and tried on frequently by customers and the stones can come loose. I then told her that if that can happen so easily then I needed a refund because now I am really a bit leery of wearing the ring, after all I bought it so I could wear it not to keep it in the box to admire it. I was told that I had to keep the ring because it had already been resized, I explained to her that I should have been informed of this when I purchased the ring, she proceeded to tell me that I had purchased the care agreement and that the brochure explained it. I was never given a brochure for the care agreement, at this time she changes the subject AND still doesn't provide the brochure. Bottom line, the she refused to process a refund and only sent the ring out for repair. I am totally dissatisfied with the service I was provided, they state that customer satisfaction is the most important thing...NOT. I was not notified of the policy when I purchased the ring and that is on them. I received a call from another manager and he sounded like a broken record, said he called me to console me.Console me, I don't need consoling, I need my money back.


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