ALL SALES FINAL ---> ??? Seriously ???

[Moderator_Danielle]

In November when they had a 40% coupon which included diamonds, I bought several pieces because the hosts stated the items can be returned until Jan 15. When I received the items, the receipt said FINAL SALE. I was livid. Customer service and a Supervisor assured me it can be returned. Well I noticed today that one item I returned, they deducted 25%. I was arguing with customer service because she first told me I wasnt supposed to use the included return label, unless it was defective I literally felt like I was having a mental moment. Finally she understood she was wrong and said I will be getting the 25% back. Who trains these CS ? Who would take a chance and buy diamonds that cant be returned. We all know that they pick the best of the lot for the TV sample. I never receive the same quality stones at home, as the sample. But, at least I have the option of returning it

The answer to who trains the CS agents is nobody. Based on my own experiences with them it seems they are given a list of “rules” to follow and then let loose. Because of that they interpret their own way and there’s no consistency.

I can confirm we do have a training process. If there are any agents that you have had a bad experience with please confirm the data of the call. I will ensure the agent is addressed.

[Moderator_Danielle]

Come on, SLC, what's with this policy? You're not having a "clearance" just a giant Get-rid-of-stock-while-trying-to-fool-the-customers sale. A no-return policy is generally (at least, in the rest of the retail world) limited to red tag final clearance items which are marked down to the absolute lowest rock-bottom price, never to be raised higher at a moment's whim.

I'm seeing loads of jewelry pieces that appear to be first-time showings. And you won't allow a customer to inspect it, try it on, make sure it's what they expected??? Come on, join the REAL world SLC. Even with a chrome diopside ring at a remarkable price, I will not for a moment consider buying it from you if I can't be sure that it really looks like the on-air item. I've had too many bad experiences previously. So here you have some decent jewelry that will never be purchased ... not by me anyway.

Guess I'll be going back to my once-beloved JTV ... at least they can do year-end sales, inventory reduction, etc and still have a return policy in effect, no questions asked. At least I can count on their product quality and customer service and I can actually get in contact with their hosts.

A big giant PHOOEY to you, SLC.

Hello,

I can confirm any products you are unhappy with we will make sure to address it. Are there any orders that I can help you with?

[Moderator_Danielle]

In November when they had a 40% coupon which included diamonds, I bought several pieces because the hosts stated the items can be returned until Jan 15. When I received the items, the receipt said FINAL SALE. I was livid. Customer service and a Supervisor assured me it can be returned. Well I noticed today that one item I returned, they deducted 25%. I was arguing with customer service because she first told me I wasnt supposed to use the included return label, unless it was defective I literally felt like I was having a mental moment. Finally she understood she was wrong and said I will be getting the 25% back. Who trains these CS ? Who would take a chance and buy diamonds that cant be returned. We all know that they pick the best of the lot for the TV sample. I never receive the same quality stones at home, as the sample. But, at least I have the option of returning it

The answer to who trains the CS agents is nobody. Based on my own experiences with them it seems they are given a list of “rules” to follow and then let loose. Because of that they interpret their own way and there’s no consistency.

@RS

AS USUAL, YOU NAILED IT!

I don't believe any "real" training is involved. SLC has an EXTREMELY HIGH turnaround rate. I believe they take just about anyone who applies for some of the positions; phone orders, warehouse, etc.

"Here's your seat. This is our list of rules."

Training Session Over!

Hello Catticus I can confirm we do have a training process. I can also confirm there is a hiring process. I am glad to clarify anything you would like. Additionally, if there are any poor experiences you had lately I am glad to research the issue to ensure the agent is addressed. If needed the agent will be removed.

[Moderator_Danielle]

I thought that during the clearance events all sales were not final and this only applied to items actually marked clearance. Thinking everyone needs to also check their refunds for anything returned during the supposedly extended returns period to ensure they are not charged restocking fees.

Hello,

Are there any orders you would like me to assist you with?

[RS]

In November when they had a 40% coupon which included diamonds, I bought several pieces because the hosts stated the items can be returned until Jan 15. When I received the items, the receipt said FINAL SALE. I was livid. Customer service and a Supervisor assured me it can be returned. Well I noticed today that one item I returned, they deducted 25%. I was arguing with customer service because she first told me I wasnt supposed to use the included return label, unless it was defective I literally felt like I was having a mental moment. Finally she understood she was wrong and said I will be getting the 25% back. Who trains these CS ? Who would take a chance and buy diamonds that cant be returned. We all know that they pick the best of the lot for the TV sample. I never receive the same quality stones at home, as the sample. But, at least I have the option of returning it

The answer to who trains the CS agents is nobody. Based on my own experiences with them it seems they are given a list of “rules” to follow and then let loose. Because of that they interpret their own way and there’s no consistency.

I can confirm we do have a training process. If there are any agents that you have had a bad experience with please confirm the data of the call. I will ensure the agent is addressed.

Well, Danielle there have been many and it was obvious they were new. I hesitate to name names because I don’t want them to get into trouble for something that was not their fault. I feel their lack of CS abilities was due to training. I do recall the names however.

I have issues that I am more displeased with than the agents. I dealt with agents that clearly were uninformed/misinformed. Should not have to but I did.

Hate to pile on, you are awesome.

[Moderator_Danielle]

The answer to who trains the CS agents is nobody. Based on my own experiences with them it seems they are given a list of “rules” to follow and then let loose. Because of that they interpret their own way and there’s no consistency.

I can confirm we do have a training process. If there are any agents that you have had a bad experience with please confirm the data of the call. I will ensure the agent is addressed.

Well, Danielle there have been many and it was obvious they were new. I hesitate to name names because I don’t want them to get into trouble for something that was not their fault. I feel their lack of CS abilities was due to training. I do recall the names however.

I have issues that I am more displeased with than the agents. I dealt with agents that clearly were uninformed/misinformed. Should not have to but I did.

Hate to pile on, you are awesome.

No worries I take no offense. But they represent us, and if the experience is poor that is a problem. Also, I wanted to confirm there is a training process it's 2 weeks long. We also have continuous learning requirements. You are correct a newer employee is more likely to make mistakes or be less confident. But that doesn't make them any less accountable for the information they were trained on. I won't pry further unless there is an experience you would like to share.

[LisaC2019]

I thought that during the clearance events all sales were not final and this only applied to items actually marked clearance. Thinking everyone needs to also check their refunds for anything returned during the supposedly extended returns period to ensure they are not charged restocking fees.

Hello,

Are there any orders you would like me to assist you with?

Thank you Danielle, I was just asking a question to the forum about the final sale and clearance events.

[Moderator_Danielle]

I thought that during the clearance events all sales were not final and this only applied to items actually marked clearance. Thinking everyone needs to also check their refunds for anything returned during the supposedly extended returns period to ensure they are not charged restocking fees.

Hello,

Are there any orders you would like me to assist you with?

Thank you Danielle, I was just asking a question to the forum about the final sale and clearance events.

Yes ma'am I saw sorry I been bouncing around! But of course anything sold for a lower price in the last 30 days (except spin for savings) we will honor.

[RS]

I can confirm we do have a training process. If there are any agents that you have had a bad experience with please confirm the data of the call. I will ensure the agent is addressed.

Well, Danielle there have been many and it was obvious they were new. I hesitate to name names because I don’t want them to get into trouble for something that was not their fault. I feel their lack of CS abilities was due to training. I do recall the names however.

I have issues that I am more displeased with than the agents. I dealt with agents that clearly were uninformed/misinformed. Should not have to but I did.

Hate to pile on, you are awesome.

No worries I take no offense. But they represent us, and if the experience is poor that is a problem. Also, I wanted to confirm there is a training process it's 2 weeks long. We also have continuous learning requirements. You are correct a newer employee is more likely to make mistakes or be less confident. But that doesn't make them any less accountable for the information they were trained on. I won't pry further unless there is an experience you would like to share.

Honestly, bigger fish for me to fry than the new CS agents. I think they are a product of their environment and possibly lack of enthusiasm for their job?

[Moderator_Danielle]

Well, Danielle there have been many and it was obvious they were new. I hesitate to name names because I don’t want them to get into trouble for something that was not their fault. I feel their lack of CS abilities was due to training. I do recall the names however.

I have issues that I am more displeased with than the agents. I dealt with agents that clearly were uninformed/misinformed. Should not have to but I did.

Hate to pile on, you are awesome.

No worries I take no offense. But they represent us, and if the experience is poor that is a problem. Also, I wanted to confirm there is a training process it's 2 weeks long. We also have continuous learning requirements. You are correct a newer employee is more likely to make mistakes or be less confident. But that doesn't make them any less accountable for the information they were trained on. I won't pry further unless there is an experience you would like to share.

Honestly, bigger fish for me to fry than the new CS agents. I think they are a product of their environment and possibly lack of enthusiasm for their job?

Depending on the individual that is a possibility. Although since Christmas has past I do feel lighter LOL . Still happy to help people of course!