S.S.
Mistakes happen but when the customer has to (literally) pay for the mistake, I take issue with that
Back on Mother's Day I walked into the Jared's in Burlington, MA and had my fiancé with me. We were looking for a wedding band. In the 30ish minutes that we were there, he was sized, tried on 3 (maybe 4) rings and I chose the ring, paid for it and was on my merry way. At that time, the buying process was super easy, we knew what we wanted, and I walked out happy. During our visit, the size ring that we needed was not available, so we had it ordered and scheduled delivery to Jared's West Hartford location (being that we live in CT, and the West Harford is the closest location). After about a week or so, I received a text message and email that the ring was ready for pick-up...in Pittsburg, PA!? I have NO idea why my order ended up in Pittsburg, but it did. I called the store and while no one could say why it ended up in Pittsburg (not West Hartford), they said that they would have the ring shipped over to the correct store. Without warning, I then received an email that my order was cancelled, which prompted me again to reach out to the Burlington store. I was told that policy prevented them from sending rings between stores, so they cancelled my original order and re-ordered the ring to the correct store, which I was told I could pick up at my convivence. As soon as I received confirmation that my original order was cancelled, I called Jared's (I can't remember what location), to confirm that I would receive the discounts I originally received when I purchased the ring back on Mother's Day. I was told "yes" (after all, why should I have to pay for a mistake that was made by the store...NO fault of mine?) Fast forward to today (6/9/24). I finally make it to the West Hartford location (1 hour from my house) and I walk out paying more for the ring today then I did a month ago when I originally purchased it. While I had to ASK for the discount I received when I originally purchased the ring (you would think since the store made the mistake, they would have that information noted in their system), they did honor it. What they did NOT honor was the cost of the protection plan. For whatever reason (the associate helping me couldn't tell me why), the SAME protection plan that I purchased in Burlington, MA was $20 cheaper than in the West Hartford location. I was told I could either pay $20 more or not take the protection plan. Wow. If my wedding wasn't 2 weeks away, I would have left the protection plan AND the ring! It's not the $20 that's the issue here. My issue is with the fact that I paid for a ring, the ring was scheduled to arrive in the West Hartford location, and it didn't. The store cancelled my order (without even pre-warning me) and reordered it, promising that I would pay the same amount for the order that I did when I originally purchased the ring. Jared's did not honor that and instead blamed it on the inability of their system to change the cost of the protection plan, as to why I had to pay more for a ring and protection plan that I already purchased. What SHOULD have happened in this situation, is when I went to collect the ring, the note should have been on my account that I was to receive the EXACT same price for my order that I originally paid. Mistakes happen, yes. But the customer should not have to pay for an employee's mistake (I don't care if it's just $20...it's the principle of the matter).