Elegant Goldsmiths in Canada - Locations, Hours, Flyers

Terrible Experience | by Emily  on Dec 09, 2018

Went to the Elegant Goldsmiths to buy a pocket watch for my grandfather’s 80th birthday. Found a watch and purchased without incident. However, when the watch was wrapped the associate (Julie) could not locate a proper box to put it in. Eventually one was found in which the watch was propped up on a pillow and not secured. She struggled trying to get the watch in for a bit and it fell over the side of the box a few times - hitting the glass table underneath. I didn’t think much of it at the time, and took the watch home. That evening I was speaking to my grandmother and learned that, in fact, my grandfather already has a pocket watch. Disappointed I decided to return the watch. I went in the very next day where Julie was working again. Initially she said that exchanging the watch for something else would be no issue ( as is their policy) - however, 2 minutes later in front of 4 other customers she announces that I have damaged the watch and so no exchange could be made. I never took the watch out of the box after leaving the store. And when she brought it over to show to me. The watch again fell off of the pillow and hit the table. From there, she accused me of breaking the watch and kept talking over me while I was trying to figure out what the next step was. I honestly have never encountered such appalling customer service in my life. She threatened to call security and was insistent that she not be interrupted while repeating ridiculous statements over and over. Like “you wouldn’t have taken it if it was broken”. Apparently the glass cover slides off of the watch which I did not even know could happen! And seeing how I did not take it out of the box...could not have been done by me. I’m honestly just so disappointed. All I wanted was an exchange, not a full refund. I’m genuinely offended and feel like I’ve been treated berated and accused for basically no reason. As someone who worked in customer service for over 10 years I can’t even believe this encounter happpened. I have never seen anything like it. BUT I was offered to take advantage of the warranty and pay $49.99 to fix the watch. That I allegedly broke. Will never be returning once this issue is settled. But with an associate like that. I don’t see how it could be resolved. Would give no stars if I could.