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Did I over-react? (Long)
Tuesday I went to the local jewelry store to purchase a new chain necklace to put my new pendant on, one that is more secure. I decided after trying on a 16" necklace, I wanted a 18", however they needed to order it, as they were out.
I asked the sales lady for the price on the 18" she said, well the 16" is $99, so it should be about $10-15 more. I said, perfect, ordered it and left.
I received a call last night that the necklace was in. So I went up today to pick it up. The lady who was helping me today (different than the one who helped me order it) was very...condascending towards me, and rubbed me the wrong way almost instantly.
She asked me for my name and my sales slip. I told her I did not have a slip, as the original lady did not give me one, but I gave her my name. She said "Well, if you left jewelry with us, you should have a slip" I proceeded to tell her again, I did not leave anything with them, I simply ordered a necklace. So she looks for it in 3 different places, ask me for my name yet again. Then another sales lady helped her, and found it right away. The lady then says "Well you told me the wrong spelling on your name, thats why I couldnt find it" (Yes, you caught me, I misspelled my own name, I ignored that comment and proceeded to look at the necklace).
She then tells me, the cost is $205 (before tax) and I said, no the original lady who ordered it said it would only be $10-15 more than the other necklace, which is $99. The lady then said..Well she was wrong, its $205. I then said, nevermind, I will go elsewhere and left.
On the drive home, I was thinking about the customer service, and was really disappointed. Here this is a local family owned jewelry store, that I have been RAVING about for 2 weeks now, ever since they mounted my grandma's diamond into a pendant for me.
I got home, and thought for sure I would have a call from them. Nothing. So I called them. I explained I was disappointed with the service I recieved and thought they should know about it. Not expecting them to do anything, really just looking to vent my frustration. The same lady happened to answer, and told me it was a miscommunication, and the original lady quoted the wrong price to me. I said, I understood that, however it was not my fault, and I felt they were being dirty on how they were handling this, and the original price should have been honored. She said she disagreed, and said she could search for a necklace of lesser quality in my price range. I said it wasnt the price I was upset about, it was the fact I was told one thing, and the price went up $106 4 days later. Had she told me it was $205 when I ordered it, I would have paid for it, no problem.
I told her I was not interested in a necklace of lesser quality and again expressed my disappoint, and explained how I was extremely happy with the original service/quality of my grandma's pendant, and have been raving about the store, and just feel very disappointed regarding this experience. I then said I would go elsewhere, and ended the call.
About 2 minutes later, she called me back. Saying Mark (the owner) was not aware of the situation, and how I was given the wrong quote and he agreed he would honor the price I was quoted. They were already closed at this point, and said I could pick it up on Tuesday. (closed sun&mon).
I am still at a loss as to what to do. On one hand, I think I should give them another chance, and on the other hand, I think that I really dont agree with how they originally handled the situation, and should go elsewhere. I think overall I am more disappointed than mad. What do you think? Give them my service and a second chance? or go elsewhere? Am I over-reacting? (If you managed to read all of this, thanks!)
Re: Did I over-react? (Long)
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Exactly this. This sounds as if one person handled the situation poorly, not the company as a whole. I would speak with the owner, calmly, factually, and in person when you go Tuesday and gage his reaction. That will give you an idea of his feelings about the treatment you received.
I always try to give companies an opportunity to make things right with no grudges held. If they make it right and/or I receive sincere apologies, we have a clean slate. If the higher ups treat me poorly as well, we are done doing business, permanently.