Hi, I need help from you regarding this.
On our last trip/cruise to Alaska on 09/19/2010, we purchased several, high-priced jewelry from Diamond International. The manager told us to come back to pick-up the jewelry in 3 hours. After realizing that the cost of the jewelry was overpriced, my husband and I went back to the store after 2 hours to inform the manager (his name is Ojad) that we do not want the jewelry anymore. The manager kept on trying to persuade us to take the jewelry. When we refused, he said he will call the main office in New York City. He told us that New York office was closed already and for us to take the jewelry with us. We still refused so the manager said he talked to another store in Ketchikan, Alaska and advised us to go to the Ketchikan’s store to return the jewelry instead. We “believed” him and took the jewelries since we would be in Ketchikan in 3 days. So on 09/22/2010 and as soon as our ship arrived to Ketchikan port, we went to the Diamond International jewelry store to return the jewelries. When we reached the store in Ketchikan the manager, Arik said no one called him. Clearly, Ojad, the Juneau manager lied to us. Arik helped us call the New York office (since Arik said we would have to go to the New York office. We live in San Francisco Bay Area, California.) The New York office will send us a postpaid insured box to place the jewelries there. They were closing for the rest of the week due to holidays they are observing. On 09/28/2010, I was able to contact the New York office and was told that they do not have a return policy. Julia the customer service representative said that the “No Return Policy“ is on the back of the receipt. The manager at Juneau made me signed the front page at the time of purchase and never mentioned what was in the back page.
I would like to make a formal complaint against the Manager in Juneau, who clearly lied to us, provided us with poor customer service and failed to mention the fact that there was a “No Return Policy”. The Diamond International organization claims to be a reputable company, yet I strongly disagree. We were misled to take the jewelry when we refused to do so at the time of purchase and we were ill- advised to go to another DI location. This entire transaction ruined our entire vacation and the time spent working on this and traveling from one store to another could have been simply avoided if we were told the correct instructions.
I kindly ask for your assistance as I am in dire need of help!
Sincerely,
Violet DeBorja
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