Accessories Jewelry Retail

A Not-So-Lucky Experience

 

I’ve long been a fan of Lucky Brand. Well, not the denim. Mainly because they don’t make jeans that are long enough for me and they tend to make my butt look flatter. I prefer Abercrombie for denim. Yes, Abercrombie & Fitch. That’s another post. But Lucky has always been a go-to for accessories. I like the subtle bohemian look their jewelry adds to my somewhat conservative wardrobe. Plus, I’m rough on jewelry. I lose pieces easily. That’s why the following is so disappointing.

Last year, while on the hunt for everyday jewelry, I stumbled upon a 40 percent off sale at a Lucky Brand store here in Atlanta. It piqued my interest because Lucky has some rather pricey costume jewelry that, at the time, rarely went on sale. (Or at least I’ve only seen Lucky sales in department stores like Macy’s and Dillard’s.) On average, a plated necklace costs $40-50 and plated bracelets are priced just below that at $30-40. So this sale meant that I could purchase a lot of pieces for the price of a few. I was super excited.

I wore the jewelry with everything! Whether I was in a fun maxi dress, a short jumpsuit or jeans and a crew neck t-shirt, I was wearing my two-toned, three-tiered necklace, layered bracelets and a ton of rings…all from Lucky.  They were some of my favorite pieces. (Side note – I only wear real metal earrings and those cannot be found at Lucky.)

Fast forward one year later and those same pieces of jewelry are tarnished. Yes, the jewelry turned on me. This has never happened before with Lucky jewelry. Not even with it being plated. I tried cleaning each item with a jewelry cleaning soft cloth. That didn’t work. So, I visited the Lucky Brand store to tell a manager about my experience and show him or her the damaged pieces.

Unexpectedly, the manager literally shamed me for not having the purchase receipt from a year ago and told me the jewelry didn’t come from Lucky because, “she had worked at Lucky for two years and had never seen it.” To which my response was “OooooooooK.” I was quite offended by her insinuation, but what could I say?

The manager in the store struggled to find the number to customer service. The number she actually did give me directed me to a Lucky corporation dial-by-name directory. I just chose the name ‘Davis’ because…there’s gotta be a Last Name ‘Davis’ at a corporation, right? There was. I can’t remember his first name, but he gave me the actual number.

Once in touch with customer service, I was asked to send an email with pictures of the defective items to a specific email address. The representative said someone would send me a merchandise credit in 3-5 business days. I did exactly what I was asked to do. Two days later, a different customer service representative responded to my email informing me that there was “nothing Lucky could do” and to offer me 50 percent off my next purchase. My reply was simply, “No, thank you.”

At Lucky’s price point, I expected at the very least to be able to exchange the damaged goods for new ones. Mind you, I didn’t want more jewelry for fear that it would tarnish, too. But it would’ve been something for the inconvenience. Moreover, I expected more friendly, knowledgeable and convenient customer service.

The manager wasn’t friendly and quite dismissive in my opinion. First Name X, Last Name ‘Davis’ was helpful. The initial customer service representative was friendly and helpful, but she miscommunicated the merchandise credit. To me, this was a lot of hoops to jump through for nothing.

So Lucky Brand, you’ve lost a great customer. This is a perfect example of why more shoppers are doing so online and we’re experiencing a retail apocalypse.

I bid adieu to you, Lucky Brand. It’s been real.

Positive note: Don’t you just love two-toned jewelry, though? Why wear silver or gold when you can wear both at the same time? Genius! Again, another post.

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