Lindsey Lee My fiancé and I have now had two very disappointing experiences at Thacker’s, both involving the same associate, Teresa.
The first visit was two years ago when we were ring shopping in Lubbock while visiting my family. We stopped in about 30 minutes before closing. We weren’t greeted or helped right away, and when we were finally assisted, Teresa seemed unimpressed with us based on how we were dressed (sweatpants and casual clothes, ready to head back to OK, a 6 hour drive). Even though my fiancé and I had a wonderful moment choosing my engagement ring, the customer service was far from welcoming. It felt like if she had known the amount we were spending, she would have treated us very differently.
Fast forward to this week, when I returned with my mother to look at wedding bands. Once again, I left disappointed. I explained I wanted to custom create a band since nothing in the case stood out to me. Instead of being collaborative or creative, Teresa made me feel incompetent—like the only way forward was if I came up with an exact image myself and put down a $600 deposit just to see a design. When I asked if they could provide a mock-up first, she was dismissive and unhelpful, making it sound like even a draft required the deposit and exact images of what I wanted were required. This is misleading, as their website promotes custom designs from customer descriptions, not just pre-made images. Mind you, I also pointed out rings that I wanted to incorporate into a custom design. So it wasn’t as if I was having her create a wedding band without any input.
Overall, both visits left me feeling undervalued and judged, and the lack of professionalism and flexibility is not what you would expect when making such meaningful purchases. Customer service here simply does not match the investment. I will not be returning, as their values in customer care do not depict what they promote. I would not recommend Thacker’s to anyone looking for a respectful and supportive experience.
I called Thacker‘s the following day to speak with the manager, and let him know that I was very disappointed in my experience, he tried to make it right, so I do appreciate that. However, having more than one bad experience I ultimately decided I would be parting ways with Thacker’s and will not return nor would I recommend anyone in the future.
1 /5
