Please sit back and relax while you read this, since we do have alot to go through.EDIT: I will change names of the sales reps.I came into the Prouds store at Earlville with my friend Brodie to pick out an engagement ring for my partner.My first interaction was with a sales representative named L Nice enough guy, seemed fairly new but was happy to help. As we went through some rings, I explained to them that her ring finger size was going to be quite small as she is a very small girl. L explained to me that they could only resize upto 2 sizes, anything beyond that would require a special order, however only items in the catalogue could be special ordered; yep no worries.So picked out a ring I liked, asked L is this in the catalogue? Also is there any extra fee for a special order in her size? L said yes, it is in the catalogue and no it does not require any extra funds to have it special ordered.While I was waiting for the ring to be cleaned, I was looking through the catalogue and noticed the ring I picked wasn't in there, so I asked L again, is this ring in the catalogue? He then scanned the barcode on the ring and said yes it is. When we went upto the register, I was speaking to a lady named M and asking her about the process of special ordering, she explained it is about 8-10 weeks to process, I also asked her again if it was to cost any extra to have it ordered into her size and she said no.Satisfied that I had made the right decision, I went on my way. The next day I proposed to my partner, she said yes.The day after that, we went into Prouds to have her size measured (22/09/20). M was also serving us that day. As expected, she was over 3 sizes too small for the ring. M looked up the ring in the system and said, this ring is listed as inactive and cannot be special ordered, it will have to be remade and will cost $199. I said to her, I was told by yourself and L 3 times that special order won't be a problem and will not cost any extra. She said yes I know but the computer system hasn't been updated. I said well that's hardly my problem, I reconfirmed 3 times that it wouldn't be an issue and it wouldn't cost any extra and you confirmed that. I then asked if there was any discount that can be given and she said no. I said well I want a refund and go somewhere else and that's what I did.Throughout this whole experience, not once I never once was apologised too from M or the store manager, M and the store manager was quite rude, and seemed to want me out of their hair and at all stages of the conversation I was firm but polite. We weren't even congratulated for the engagement.The money was never the issue, its the principal, and the customer service. Despite the amount of times I had asked, I was always told that it would not cost extra.I will not shop at any Prouds store again
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Prouds The Jewellers is an Australian jewellery business founded by William James Proud on Pitt Street, Sydney in 1903.
