Articles

What is going on at Overnight? (Stuller saves the day.)

We don't do a lot of business with Overnight Mountings, but after my experience last week I will be doing even less. Had a guy come in and he wanted to build a ring for Christmas/Anniversary. We settled on a 3 stone with diamond center and his children's birthstones on each side. Picked a style from Overnight in 14kt yg and ordered it on the 8th of December. For the record, we have sold this same ring 2 or 3 times with no problems. My first clue should have been when they told me 7-10 days (uhm, what is the name of the company again?).  Even though I thought the time frame was out of character, it still left plenty of time to set the stones for Christmas.....or so I thought.
Called Overnight on Thursday the 17th for an update. Was told the ring would ship on Friday the 18th or Monday the 21st. Cutting it close, but still do-able. Started calling on Tuesday the 22nd at noon when no ring appeared. Talked to a lady and she said she would look into it and call me back - said all the "supervisors" were at lunch...waited an hour with no call. Called her again, she told me "everyone was in a meeting" and had no answer or explanation. I just wanted to know where the ring was or if I had any options.
Waited a few minutes and called their AR department. He called me back and put me through to a VP of the company. He told me a division of the company had been sold in August and a number of ring molds, including the model we ordered, had been missing ever since, blah blah blah. Told me I should have gotten a call explaining that. By this time my blood pressure was waaay UP - my customer doesn't care about all that hoo-haa - he wants to give his wife a ring for Christmas and expects us to deliver one.
Looked in Stuller book. Found 4 similar styles. Double checked availability on their website which narrowed our choices to 2 models that were "in stock". Customer came in - picked one, ordered it with him standing there.  Ring arrived on the 23rd - Julie set the stones and Bingo - happy customer....happy wife....happy call from customer. Happy me.