Gordon Jeweler's / Bad service
I saw a ring on sale at Gordon Jeweler's at NorthPoint Mall in Alpharetta, Ga. The ring was $299 on sale for $179. The clerk told me I could take it home today if I filled out a credit 90 day same as cash form. I said no, I don't have or want credit cards. This is a Christmas gift for me so could I put it on lay-away. Yes, she said and began filling out the computer info. She had great difficulty and kept apologizing for not knowing how to enter it and what to do.
The manager assisted her and I was patient even though it took over 20 minutes. I put the ring and a $39.00 bracelet that was on sale on lay away. I also agreed to the $19.99 warranty for 2 years on the ring. It came to $287.06. I paid $87.06.Balance $200.00. I got my receipt and noticed a $10.00 lay away fee, which I wasn't told about, asked the clerk what was the fee and after she explained I said ok and left the store. This happened the Tues. before Thanksgiving. On Friday the clerk called my home and my daughter called me at work and said I needed to call Gordon's store. I spoke with the clerk and she stated she made a terrible mistake and the ring was an item that she should not have put on lay-away. It was a three day only sale.
I asked what I needed to do. We agreed that on Sat. I would come in and pay it off. On Sat. the manager and the clerk told me that even though they were telling me I couldn't have the lay away and even though it was their mistake, I could not get my $10 lay away fee back. I asked why and they said they didn't know how to put it in the computer for a refund. I suggested they call someone who may know and they called the district manager. She told them that they could not sell me the ring because the sale was over and the store would have a penalty.
I would have to pay $249 for the ring not $179. She told them to refund all of my money even the $10 lay away fee. $87.06. I said that wasn't right and I should be able to just pay off the $200 and get the $10. refunded. The store manager said the district manager said no on the phone. I told him then I will leave the ring on lay away. I called Gordon's national customer service # and they were no help. Told me that what ever the district manager says is pretty much what goes. She would e-mail the complaint to the same district manager.
My real problem is that I need to make a payment before Dec.18th or they can cancel the lay away. I know they will tell me I can't make the payment and they will not take my money even though it is printed on my receipt when I need to make a payment and what to pay for six months! I have worked in customer service for over 20 years and have never heard of a situation like this. I would love for Clark to go with me to make that payment or to try to pay off the ring.
I called the store manager this week and asked if there was a change with this lay away. He stated the district manager had not changed her mind and I said that I will be contacting the mall manager and letting them know of the situation and Clark Howard! Please help me with this. It isn't about the ring anymore it's about doing the right thing by the customer when we make a mistake.
Oh, one more thing as I have looked at my receipt, the clerk charged me the warranty fee of $19.99 twice.