I am writing in regards to a complaint my fiance and I are making against People's Jewelers. Six months ago my fiance purchased my engagement ring from them, asking the band be white gold, with no nickel as I have an allergy. He was told their white gold products do not contain nickel therefore this would not be a problem. Upon receiving and wearing the ring my finger became inflamed with a severe rash.
I called the store and inquired as to whether or not the ring could contain nickel. The sales associate assured me their products do not, and to have the ring sized properly to correct the problem. I did this, and still my rash persisted. Again, my fiance approached a sales associate re: the content of their white gold, and again she was adamant there was non in my ring. I as well contacted her, where she restated her argument, then changed her argument minutes later stating "she is unaware of nickel being in their white gold products" then persisted with an argument that "stress" maybe causing my rash. The manager of the store stepped in and told me to come to a "custom show" where my band would be replaced. She then attempted to sell me platinum.
I asked for the district sales managers phone number and the manager was hesitant to give this to me. Eventually she did but stated he would not be in until the following week (this was a Friday afternoon.)
I waited until the Monday to call him where he told me the manager of the store had already contacted him last weekyet another lie. The district sales manager reiterated that I go to the custom show where my band would be fixed. I stated to him that if I do not feel satisfied in the end I would expect a full refund due to the situation. He stated "sure." After much reflection my fiance called back the following day to ask for the refund, as we felt we were not being treated fairly, and were tired of being lied to by this store. The DSM retracted his statement re: a refund and refused. He stated our band would be replaced at the custom show, free of nickel and free of charge no matter what the material used and that it would be done on the spot.
We waited several weeks and attended the show. Immediately the sales associate attempted to sell us platinum. I stated to her I would not be putting ANY more money into this business, and that I was told my band would be fixed free of charge. She made us wait an hour while she contacted the district sales manager, then told us the solution was for us to have the ring sent our for three weeks to be fixed. I spoke with him, and stated this was unacceptable, and that enough of our time had been wasted while his staff and he continually lied to us re: the products contents and their solutions.
The DSM lied to us again and stated the band could not be replaced on the spot as there were no platinum bands available. I stated to him that was a lie as the sales associate had just tried to sell me one. He then leveled with us and stated he just wasn't willing to spend more then necessary to fix this problem. Six months of my time has been wasted. I have not been able to wear my engagement ring nor have I been able to enjoy my engagement.
We have attempted many times to get a hold of the regional sales manager who has been ignoring my calls. I contacted customer service via e-mail who sent my complaint to him and apparently he turned down my request for a refund. I have a scar on my finger that still has not completely healed and will serve as a memory of this time in my life. It makes no sense for this company to replace the band with platinum, when all they need to do is provide us with a refund.
I emotionally can not wear this ring due to everything we have been put through, nor should I be expected to. In addition, neither of us trust that the ring will be replaced with a quality band as it should have in the first place as we have been lied to continually. The staff and management have been smug and arrogant throughout this process. We have received extremely poor customer service. We would just like to put this behind us, and can do this when our money has been refunded and this god awful ring is removed from our lives!
Susan
Hamilton, Ontario
Canada
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