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| - I bought an engagement ring and band on 3/25. My purchase was made with the expectation that I would receive the special ordered band within 2-3 weeks (per the sales associate) at the time due to leaving traveling to CA may 16th and leaving the country may17th for our anniversary trip (4 weeks long) which i need the ring for as we are taking photographs, the engagement ring purchased was sized and ready for pick up the next day. I have been waiting and am still currently waiting for my ring. I called on May 2nd and was told that the store location had closed due to flooding and that my ring would be filled by another location (the Westgate outlet store) and was told to wait from a call from their manager Nadia. She called me and let me know they were only taking the calls for that store and that my order would be filled by the arrowhead location still and that they would call me when they reopened. At this point I was frustrated by already being misinformed by the customer service rep at their contact center so I asked to speak with their district manager and i was told they only had a regional manager, her name was Mila and to expect a call within 48hrs. This did not occur. I then proceeded to call May 6th to follow up and again request a delivery date at this time I shared my experience up to this point and expressed my frustration, and was advised that the ring would be here May 9th due to an issue with the vendor shipment becoming delayed (again nothing was relayed to me prior to this call regarding a delay). May 9th I called the contact center to check and see if my order was in and I was placed on hold again, this time they advised that they would need to call the store to find out, the rep contacted the store she then let me know that the order was not there yet. I then asked for a supervisor, she let me know they had all gone home for the evening (4pm AZ time) and that I wouldn't be able to speak with anyone, so I pressed her to speak with someone again and was told I would get a call within 24 to 48 hrs. again but that she would try to find someone in upper management available to speak with me. I was placed on hold for 48 minutes totaling that call time to be 57 minutes and 4 seconds. The rep never came back on the line, so I called in on my friends cell phone and my call on that device was picked up by Adner who specifically told me he would be accountable to the situation and find a resolution for me. I expressed how dissatisfied I was with the company's appalling customer service and he assured me that i would receive a call back from him the next day with the regional manager 3 wayed into the call he apologized profusely for everyone "dropping the ball" and ensured me he would find a resolution. I appreciated his willingness to assist and let him know that i would call back in on 5/10 around 2pm if i had not heard from him by then. I did not ever receive a call back from Adner so I called in 5/10 and asked for him specifically. Adner let me know that he hadn't been able to reach Mila all day and that he would try once more with me on the line, he came back from putting me on hold and let me know he would transfer me to his immediate supervisor whos name was Joel (jo-el/Jael) who would assist me further. Joel reached out to the store to confirm when they would have the ring, he also let me know that max time for a special order item is 6 weeks, when he came back to the line he advised me that the ring would be in store sometime between 4 and 5pm the next day (today 5/11/18) and the store would call me when they received it. He also apologized profusely and said he would send all of the info gathered to his superiors and the entire corporate team, and let me know the store would be discounting the other band that I needed to purchase, they would tell me how much that would be in store, and that I could place the order 5/11 when i went in to pick the other ring up that was already ordered. I appreciated the potential resolution. Until it was not, again, as promised. Not 30 minutes after getting off the phone with Joel, I received a missed call and a voicemail from Brent(?) at the store I purchase at who told me "Hi Heather this is Brent over at Helzberg Diamonds at Arrowhead Town center, we were just informed that you were contacted by customer service regarding an arrival date, we just wanted to let you know that is an estimation. It is expected to be here tomorrow but we will call you when it does come in so we don't have any false anticipation. so please, uh, if you have any questions or concerns please give us call back here at the store our phone number is 623-979-8805 again this is Brent with Helzberg diamonds. Thank you, bye." That call is verbatim directly from my voicemail. Today I called the contact center as I had not been called at 4 30 to let me know my item was there to this time be told that my ring will not be here until 5/18 (while I'm out of the country).
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