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| - Oliver Smith has some of the most beautiful jewelry designs in Scottsdale. With that said, my recent experience was anything but beautiful.
After visiting multiple jewelry stores in the Scottsdale area, looking for black diamond hoop earrings, I decided that the ones at OS were the ones I wanted. They were a bit overpriced for what they are, but I overlooked that, because they are so lovely. They were to be a Christmas present, so we did not purchase them that day; however, my husband did go back a few weeks later and purchased them.
Cut to Christmas morning.
I opened them and was so happy, until I inspected them. To my absolute shock, both earrings had multiple scratches on them, to the point the black finish was completely scratched away. I questioned my husband and he said that after he pointed out which ones he wanted, the sales associate took them back to be boxed. Yes, he should have inspected them before purchasing, but when you're paying that much for so little, you assume they are in perfect condition.
I took the earrings back a few days after Christmas and showed a sales associate the scratches. She gave me two options: Purchase another (much larger) pair available that day, or wait to have a new pair of what I had come in (estimate of 2-4 weeks!). I did not want the larger ones, so I was forced to wait. Around the 5-week point, we called OS (because we had not heard from them) and they advised that the replacement pair that had come in was also scratched and had to be sent back. Were they ever going to contact us and let us know? Apparently not. So, another couple weeks passed and finally a replacement pair that wasn't damaged arrived.
I'm happy with the final product; however, what was a Christmas present turned into waiting until Valentine's Day to have. What bothered me most is that this should never have happened. The first pair should have never have been on display, let alone sold to a customer without the sales associate QCing. And then to wait almost two months for a replacement pair AND not receiving any discount for the trouble we were put through is not what I would expect from a place like Oliver Smith.
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