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Finlay Fine Jewelry

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twinkers1

I am a current Branch Store Manager on the west coast for Finlay and I love my job for the most part. I hear a lot of negative comments about jewelery quality, which just isn't true. Finlay outlets carry a variety of quality that allow customers of all price ranges to purchase fine jewelry. I can count on one hand how many created stones I have in my store compared to natural stones, which I can not say for the stand alone jewelry departments like Kay's who seem to have gone mostly to created stones set in either 10K gold or even silver, and their prices are still more expensive than our natural stones in 14k. All natural gemstones are included, and there is no such thing as a flawless anything unless you buy a created stone. Finlay does not carry any plated or over layed pieces either as I've seen referenced here. No matter where you go you will find varying degree's of quality, there will be lower end merchandise, there will be customer issue's, and employee dissatisfaction. That is the nature of business, that you can not please 100% of the people 100% of the time. My biggest complaint is host store policies, and the fact that the host stores do not seem to support us like we try to support them. We become a part of our host store, attending their meetings, their trainings, essentially all of their functions, however it is very rare that we get the support we need from them. Often our policies are over ridden by host store management, and I too have experienced having to perform returns on items that were well out of return policy, most memorable was the item that was over a year old. I have taken plenty of customer abuse, abuse that the host store would not tolerate of their own employees, but being a lease department we do not get the same consideration, and are not only expected to take it, but have been accused of actually being the one to create or start the altercation, when in reality myself and my associates have been nothing but nice, calm, and tried to do all that the customer has requested we do. I have been well supported by my regional manager as well, and didn't rely on her for making sure I was trained. I stepped up and made sure that if I didn't know something about a certain type of jewelry that I got online and did the research, that if I didn't know how to perform some function, that I was on the phone getting that information. All in all my experience has been very positive with Finlay, if not with my host store.
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• Review posted on 04/21/2008
• This review has been viewed 31 time(s)

Replies to twinkers1's review:

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thing21962 (0)
04/27/2008		Here summarizes my opinion of deceptively operating a business unit as Macy's and not caring at all about the customer. This letter is being sent to Macy's. On February 13, 2008 a thirteen-year-old girl who is an acquaintance of my 13-year-old son purchased a Pulsar watch at the jewelry counter at the Chesterfield store. The watch was presented to my son as a Valentines Day gift. This was an inappropriate gesture and we were at a loss as to how to handle it. Having busy schedules, working full time and with childrens activities every day, we waited until April 27th to deal with the situation, mainly because of rainouts, there were no games that day and I finally had time in my schedule. We decided to return the brand new, unworn, un-opened watch, complete with a gift receipt, warranty and original box for store credit and give the young lady her money with a gentle explanation that she made a poor choice. I attempted to return the watch at the local Crestwood store that is close to my house. When I approached Marla (no one in the store would give me her last name) she refused the return and pointed to a sign that stated the 30 day policy. I told her that we could not possibly read a sign, as recipients of a gift and that there was no printed information on the gift receipt. She turned the receipt over and showed us a smeared, illegible red stamp that supposedly states the return policy in small lettering under larger lettering that shows whether a buyer protection plan was opted in or out. I nicely explained the extenuating circumstances to her and she said she would call a manager but no one was on site with authority and that was all. I approached Lisa last name omitted who was the Macys manager on duty and she said there was nothing she could do because the jewelry is run by a company independent of Macys. First of all, why does the jewelry disguise itself as Macys, until there is a problem? That is extremely deceptive and extremely irresponsible. The largest ticket items in the store are sold by an independent company and Macys is completely unaccountable. Buyer beware: especially a thirteen-year-old minor. The manager at Chesterfield was helpful and resolved the situation for me, thank goodness. Unfortunately I had to drive an hour to get to that store because one store in a chain refused to help a customer. I will post this letter anywhere I possibly can over the World Wide Web, with last names omitted of course. I am in the Marketing industry and I find your lack of care and attention to the customer absolutely appalling as my business is booming with major consumer product companies and businesses who are scrambling to better please consumers to get a larger share of their ever shrinking dollars. I admit that when I called back the Crestwood store that I was angry and irate but Lisa last name omitted hung up on me demonstrating a total lack of concern. That is inexcusable.
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