Before you read the email string this week, let me catch you up on today’s events:
We drove down to the Kay’s this afternoon to pick up the bracelet from it’s number 4 visit to the repair shop.
The sales associate who has been there for literally this entire process, takes the bracelet out of the bag and sets it on the counter. Before I can even say anything, we notice that there is a stone missing. No, not the one that was missing when we sent it in… A different one.
Yeah, that’s right. The repair shop replaced the missing stone, “pressed” in a new post, and put the bracelet into a shipping bag MISSING ANOTHER STONE.
At this point, the sales associate marks down another damage form (something we’re very used to seeing now) and puts the bracelet back in the bag to be sent in again to the repair shop. At that point, I type out this email on my phone:
We are at Kay’s in gulf coast RIGHT NOW to pick up the bracelet and there is another stone missing from the bracelet. We haven’t even left the store!!
It actually came FROM THE REPAIR shop missing another stone. See attached photos.
The associate is sending it back again… This is the fifth time! Four times just this month.
I am done waiting. i need a response on this issue immediately.
In the defense of Kay’s, the corporate office responded quickly with this message:
Thank you for your reply.
Once I received your email I called the store and spoke to Mary, the associate you just worked with. She said you had already left. I did try to call the numbers we have on your repair tickets (386-xxx-xxxx and 407-xxx-xxxx) but it went to voice mail. I told Mary that we will be doing an exchange on the bracelet as opposed to another repair. If possible please go back into the store and Mary will be able to give you more details. You can also call me at 1-800-xxx-xxxx ext. 1224.
Later tonight, just a few minutes ago, I sent this one:
Thanks for getting back to me.
Based on your response “we will be doing an exchange”, I’m guessing that the plan for me to receive a replacement bracelet as opposed to a refund? I think the main issue with this bracelet is the design. The store associate told us today that the posts weren’t being soldered into place they were being “pressed” which is probably why they keep falling out. Additionally, with the continuous loss of stones I am convinced the way they are held in is also flawed. I do not want another one of these bracelets.
So, we’ll see what happens.
But let’s not lose sight of the important part here. The important part is that Kay’s, as a company, has completely failed on the part of customer service. They have completely failed on their responsibility to either stand behind their products, or offer a sound explanation when they refuse to do so. And until today’s angry email (number SEVEN) they have completely failed, on multiple occasions, to make this right, offer me ANY kind of reimbursement, exchange… Or even a fucking coupon.
For two weeks now, I’ve been living the cycle of sending an angry email, dropping off the bracelet, picking up the bracelet, which is fucking BROKEN AGAIN and, sending another angry email. Two fucking weeks! Consider the hourly salary of the woman at the local Kay’s combined with the woman in the corporate office that has been literally poured down the fucking toilet! It would have been cheaper (by probably THOUSANDS OF DOLLARS) for them to have written me a fucking check from the start!
I am completely blown away over the massive ineptitude, and the gross misuse of company resources. If I sat on Kay’s board of directors and came across this blog, I would fire everyone who touched this case, I would FIRE every one of them and each of their managers for gross negligence and a massive waste of company resources. Then, I would copy every line of these stories and paste them into a Power Point presentation and travel the fucking country giving a presentation on “HOW NOT TO DO SHIT”.
But, maybe that’s just me being crazy. Maybe that’s just me being angry and silly and crazy. I mean, why make efforts to save the company money when you can cause all of this drama and push a guy into blogging negatively about your company and its products for weeks. That’s such a better idea, isn’t it?