Sounds like a bunch of excuses from a company that multiple people, in multiple parts of the country, have had similar problems with. They've posted their experiences here, but it doesn't take more than 5 minutes of web searching to find even more horror stories of working with this vendor.
I, personally, have gone into a Jared store and spoken with a SA that had less knowledge about diamonds than I. I don't even work in the diamond business! Being a professional just means you get paid for what you do - not that you have any expertise.
Jared is viewed as a lower-tier jeweler for a reason.