Zales - - Lakeline Austin, TX / rude customer service/possible rip off
I paid for my fiance's wedding band and everything went fine in the store, a little slow. I had to ask for a ring box and a bag, but it was somewhat alright in the store. This was at about 6 pm. A little before 9 pm; the store called and askedif I would mind giving them my credit card information again. I asked why, since I had signed a credit slip, I have a receipt and the warranty went through. They became very rude at this point and demand the information. I asked for a manager to clarify WHY the information was necessary. I did not feel it was necessary to give the information over the phone and I was more than willing to come up there the next day to sort out the situation. The manager tried to bully me into giving out my credit card over the phone and I refused. I've been the victim of ID theft and I never do anything over the phone and barely anything over the computer. I told her I wasn't comfortable with giving the information over the phone and that, again I'd be happy to come in. She told me they were going to prosecute me for stealing!!! I said I have a receipt here and I can get the information from the card company thatthe charge went through. I again explained I would only come in but she told me I was a thief and was lying. I'm still not sure what about. She hung up on and when I called back they refused to give me the customer service or regional managers name. I had to call the next day and get the iformation. The charge has cleared my card holder and I haven't been called again, but I will not be going into their store again. I will take my warranty somewhere else.
Belkys Montelara Burgos's Response, Aug 17, 2018
ITEM ORDERED: 20125097
CREDIT CARD ZALES- # 5780-9740-3316-3008
I am trying to reach you at 1-800-311-5393 a month ago without success. The situation is that on February 27, 2018 I made a purchase with the credit card of Zales number 5780-9740-3316-3008, for its online, the order number was 10000005195081, with a total to be paid from $ 1, 003.49. On March 1, 2018, when I tracked the UPS package with the tracking number: 1Z301FW51201310757, they indicated that the package could not be delivered to the PO Box indicating shipping address, so on March 8, I decided to call them to you and redo the order, as it urged me for a birthday gift in the month of March. I reissued the order with the number 10000005349751 with a total to pay of $ 995.13 and the person who attended me, told me they would make a refund in a month and this order if it was received, but the month passed and I did not receive any refund. I contacted Comenity Capital Bank (Zales Credit Card) and they opened a claim to me and their response received on the 30th was that the order and transaction claimed had no details and that I had to communicate with you directly to the Zales Jewelers phone number previously. So I did it and Mrs. Emperor opened the ticket# 875918, indicating that it was going to be resolved and they would give me the refund in a month. When I saw the month flight to call and very gently, Mr. Alfredo Miranda answered me and opened ticket # 931594, indicating the same thing. As of August 17, 2018, the charge for the initial order continues to appear on my Zales Credit Card, which I never received and for which I decided to do it again and I continue trying to communicate with you through telephone calls, without success any. For what I urgently request, please contact me, as I wish to correct the error and make me the corresponding refund and my credit will not be affected, which has always been one of excellence and many years of customer service. I will be grateful if the person who calls me AT (787) 647-8384, speaks Spanish, since I do not speak another language and this communication was translated into a Google translator.
In urgent expectation I am staying, otherwise I will have to resort to the Consumer Department of my country to help me with my claim.
Thank you for your attention,
Belkys M. Montelara Burgos
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