Sam's Club - Return Policy and Extended Warranty
Jewelry - Complaint
MATTHEWS, NORTH CAROLINA -- I purchased a ring from Sam’s jewelry department in the amount of around $3500.00. The ring needed to be sized and the representative informed me it would take 4 to 8 weeks. I informed the Sales Rep Amy that I wanted it sooner than that. Amy replied telling me I could take my ring to Jared's and they would size it for me all in the same day. Amy also stated Sam’s sends rings to Jared’s for sizing and this would be where she would take it.
I had questions about the warranty and she explained to me if I purchased the extended warranty I would be covered at a 100% in addition to the fact that I had 90 days to return the ring if I was not satisfied with the Sam’s return policy.
I took my ring to Jared's as advised and had it sized. Around 40 days later my ring was completely turned in color and looked terrible. I took the ring back to Sam's expressing my concerns and desire to return the ring. The representative called over the manager Marcus telling me she could not return such a large purchase without manager approval. When Marcus the manager approached me he stated that the sales representative Amy had informed him that I took my ring elsewhere and had it sized. I told him that was correct and that I had been advised to do so by his representative Amy who sold me the ring to begin with. The representative Amy agreed that she had recommended I take the ring to Jared’s for sizing. The manager proceed to inform me that my warranty was no longer valid including my extended warranty which I had purchased and that he would have to call the manufacture to determine what he could do for me. He told me not to worry at this time as he felt a solution could in fact be reached. He called me back the next day and told me there was nothing he could do for me, that I was no longer covered by the 90 day money back guarantee or by the extended warranty I had purchased. I asked him how could this be when I was advised by the sales Rep who sold me the ring to take my ring to Jared’s to be sized and was never informed it would void my warranty. He stated to me he understands my frustration but there was nothing he could do for me. I asked to speak to the GM and he said he was not there that I would have to call back the next day.
I called the next day and the GM said he would like to speak to the sales representative first and he would call me back. When he called me back he stated that the sales representative Amy stated she did refer me to Jared’s but also informed me that if I took my ring to Jared’s if would void my warranty. He told me he believed her and that there was nothing he could do for me. That my ring was no longer covered under any circumstances at all. I informed him that the representative Amy had never told me taking my ring to Jared’s would void my warranty and explained to him had she in fact informed me of such I would have left my ring with Sam’s for sizing due to the importance of having a valid warranty for such an expensive item.
I asked him why from a consumer's stand point would I still purchase the extended warranty, then take the ring to Jared’s for sizing if I had truly been informed it would void my warranty. Explaining to him that I was very adamant about ensuring I was covered and had an extensive conversation with Amy the representative about coverage which is why I purchased the extended warranty to ensure I was covered at 100%. I asked many questions about the warranty to the representative Amy. With all my questions and my deep concern why would she refer to me to a place that would void my warranty.
The ring has a 2.1 karat diamond and anyone in their right mind would ensure all measures would be taken in order to protect/cover the ring in case of a loss stone or any damages. Which is why I purchased the extended warranty. The representative changed her story with each manager. When we first spoke and she called the first manager over she never stated that she informed me this would void my warranty. It was not until the GM spoke to her alone that I was told that she had stated she had informed me of the void in warranty in addition to advising me to take it to Jared’s. If I had been informed it would void both my 8 year warranty that I had purchased in addition to the 90 money back guaranteed that was automatically offered with the purchase then I would have waited any amount of time in order to get my ring sized through the proper channels.
I asked him to take a step back and look at the picture logically and tell me if he thinks I would have purchased the extended warranty knowing I was only going to void it by taking the ring to Jared’s. I also asked him why would she even refer me to Jared’s in the first place if she knew it would void my warranty. I also asked why would she not tell me up front that anything done to the ring must be completed by Sam’s or it would void my warranty and NOT mention other options as they should not be followed for complete insurance of warranty coverage for my purchase. The GM did not want to here anything I had to say and said he could not do anything for me. My ring was purchased Mother’s Day weekend. I was in Sam’s June 24 speaking to a manager about my concerns. My 90 money back guaranteed is still valid at this point, but no one is willing to help make this right.