Whitehall Jewellers Complaint - Poor customer service
ORLAND PARK, ILLINOIS -- I am writing you to make you aware of a very unpleasant experience I had at the Whitehall Jewellers in Orland Square Mall in Orland Park IL. My husband and I were shopping for an anniversary ring, which is how we came to visit that Whitehall location.
On June 9, 2002 my husband and I walked into the Orland Square location and began looking at the display of anniversary rings. We were greeted by Denise Martin and began to look at rings. Denise showed us several rings as we explained the price range and style of ring we were thinking of. I settled on a 5 stone anniversary ring. We opted for the layaway of that ring and a 2yr service plan. We followed Denise to the register and began to complete the transaction. I told her that I would leave a deposit of $100.00. She asked me to fill out a form/card like piece of paper where I completed my name, address and phone number. I gave her my Visa check card and drivers license to make the payment. She gave me my receipt and I wrapped it in her card and placed it in my husband's wallet. Even though we put a deposit on that ring, we continued to shop around at other jewelers.
On June 27th, 2002 (Our 10th anniversary) we returned to Whitehall to cancel the layaway, but had not fully decided against making a purchase there later. My husband pulled the receipt from his wallet and we handed it to the associate. She took the receipt and commented, "I can't read this". Their receipts are printed on a carbon like paper that gets dark where it's folded. She takes the receipt and asks "Dana Burns"? (I may have the first name incorrect as I do not have the original receipt to refer to). I said "no, Beverly Armstead". She says, "The name on the receipt says Dana Burns. Is that you?" I looked at the name on the receipt for the first time and was surprised to see that name on it. The sales associate went to get Denise whom I recognized immediately as the person who did my layaway. She says, "The name on the layaway is Dana Burns, that's not you?" I again stated that I was not that person and I had no idea who that person was. By now, I have the original associate, Denise and a third associate looking at me very suspiciously. I tried to remind Denise of the circumstances surrounding my visit only weeks earlier. She said, "Yes, I remember you, but how did I get this name?" I suggested that maybe she got me mixed up with someone else, but she insisted that it was not possible. She even went as far to say that she has worked for the company for years and has never made that kind of mistake. I asked to see the receipt but she seemed reluctant to give it back to me so I gave her my credit card and asked her to see if my card number matched the one on the receipt. It did! For some reason that did not seem to convince them. I reminded her that she had me feel out a card the day I made the deposit, but she said that she never asks people to fill out cards on a layaway. By now, I'm starting to feel embarrassed and humiliated and almost left the store, when my husband said "No, get your money back and I know for sure now that we are not buying anything from them today or ever!" While they all searched the computer and the layaway files (and spoke in hushed tones) I turned my back to them to see if other customers were looking at me. When I noticed that customers had heard and were looking, I was practically in tears. I was completely mortified and could not believe what was happening. I'm not sure if my confusion came across as guilt, but I'm sure I looked totally clueless. Finally, Denise says to the other woman, "It's her credit card and she has the receipt, I guess I have to give her the credit". That was the final insult! How could anyone think I would be so stupid to try to get a credit card refund on a purchase I didn't make. I signed the credit form and my husband checked it to see if it really said credit. We thought that it probably wasn't a real credit because it was obvious that they thought we were doing something fraudulent.