I purchaed 10k White Gold Locket for my wife, because she is graduating from nursing school, where I can but my picture and her mother's picture in because we are her biggest supporters. I went online and found the perfect locket at www.zales.com. I purchased the locket immediately. Later that day I found out I had purchased the last locket they had in stock. This is a discontinued item, there is no more. I received the locket three days later, which I was very excited about, and had it shipped to my mother's house. I planning on have the locket engraved with her name. I arrived at my mother's home excited about looking at the locket and knowing how much she would love her gift, and found the locket broke. I was so upset at the fact, why would ZALES send me a broken locket. They way the locket was broken, you could tell it left the warehouse broke, and didn't brake from shipping. I called Zales online and spoke with a lady by the name of MELISSA. I told her my story, not once did she apologize. The first thing that came from her mouth was, "well I can send you a FEDX bag for a return." I stated to Melissa that this was the last locket and it was perfect. The only thing I am requesting is that you guys fix the locket, to me that seemed beyond fair. She stated well we can't fix the locket. I then reply asking what if I take it to the store and have them send it out for repair, she stated NO. They can't do that. I said well I will contact the store anyway to see what they can do. She asked if I wanted to speak with a supervisor, and I stated yes. I was on hold for about 3-5 minutes waiting. Melissa then comes to the line and says, well my supervisor stated if you go to the store and purchase the protect place we will reimburse you for the protection plan. Are you kidding me I was thinking, bad customer service NUMBER 1. The supervisor NEVER came to the line and apologize or even say well Mr. Handy what can we do to make this right since we don't have another locket of this kind. He never did anything, the supervisor name was DAVE. I went to the store on my own time and gas, which I do not live close to any Zales store at all. I went to the store and spoke with a lovely lady named DANA, who so welcoming and provided the best customer service ever. The first thing to come out of DANA'S mouth was we can send it out to be repared. I did all of the work that the Zales online store never did. They could have called the store to see if this would be possible, but they didn't care. I called back the next day and spoke with a lady by the name of ALEXANDRIA, who apologized and was very nice and PROMISED me she would have a supervisor call me, because by time I called all the supervisors were gone for the evening. She also stated she would be there the next day at 2:30 pm to make sure a supervisor would call. I NEVER RECEIVED A CALL FROM ANYONE, NOT ALEXANDRIA NOR A SUPERVISOR. I call tha day and spoke with KASSIE and she stated ALEXANDIA wasn't at work today and no supervisor was available, because they all have left for the even, then KASSIE PROMISED me that she will have and supervisor contact me the next day. I wait that day and wait the next try to be patient with Zales. I called today and spoke with a supervisor FINALLY, her name was COURTNEY, apparently she was the hightest supervisor there was according to MICHELLE. MICHELLE pulled up my order number, and got COURTNEY on the line. I explained to COURTNEY my situation. ALL I ASKED WAS FOR ZALES TO ENGRAVE MY LOCKET FOR FREE FOR ALL THE BAD CUSTOMER SERVICE AND NO ONE NOT GIVING A DAMN ABOUT CALLING ME BACK. COURTNEY STATED THEY WILL NOT ENGRAVE MY LOCKET AND ALL SHE CAN DO IS GIVE ME 10% OFF MY ORDER, WHICH WOULD BE $17.00, THAT WAS A SLAP IN MY FACE, HERE I AM A LOYAL CUSTOMER OF YOURS WHICH I PURCHASE ALL MY JEWLRY FROM EVEN MY WEDDING BANDS AND ALL YOU ARE WILL TO GIVE ME IS 10%. I TOLD HER SHE CAN HAVE THAT 10%. I called back and spoke with GAIL, and asked for a manager. GAIL was going around my request to speak with a Manager. I staed well let me speak back with COURTNEY, because I need to speak with someone higher than she is, GAIL tells me she is the highest. I tell GAIL she has a boss and I need to speak with him/her immediately. GAIL stated she needed to let me speak to a supervisor. I stated ok, and guess who gets on the line DAVE the one who never came to the line to fix the problem in the first place. I asked him to let me with a manager, and he stated ok, but then proceeds to tell me " WELL THE MANAGER IS JUST GOING TO AGREE WITH WHAT COURTNEY PUT IN THE NOTES, THIS IS ALL WHAT IS." I was like what, how dare you tell that to a customer. WHAT TYPE OF CUSTOMER SERVICE IS THE ONLINE ZALES STORE RUNNING. DAVE provided me with the name of the manager, who name is MICHAEL. I LEFT HIM VOICE MESSAGE TO CONTACT ME BACK, HOPEFULLY MICHAEL CAN MAKE THINGS HAPPENED, BECAUSE RIGHT NOW I AM A PISSED INDIVIDUAL. ESPECIALLY WHEN IT HAS SOMETHING TO DO WITH MY WIFE. HOPEFULLY MICHAEL WILL COME THROUGH AND SAVE THE DAY.

SIGNED,

Mr. HANDY