To the OP, I used to work at H Samuels and we NEVER had that policy. It could be a new one that has been introduced in the last couple of years, but we always refunded or exchanged watches whether links had been removed or not. It's absolutely ridiculous to not allow this. Did you get this issue resolved? I would definitely complain about this to head office. It SHOULD be within the 30 day refund guarantee.

I'm glad you finally got this situation solved. I don't think they handled it in a very professional manner. I used to work at Samuels and they should have contacted Citizen on your behalf. I would still complain to head office about this so that it doesnt happen in the future. At the time, you're only alternative would have been to claim using the guarantee, however it would then be void and you'd need to take out a new one.

Sananebanane, i'm sorry about your experience. I used to work at H Samuels and any advice i'd give to unsatisfied customers is to go in store and complain. I know it's frustrating but customers who get very angry don't usually get anywhere, but if you spend a lot of time in the store, they will usually resolve it. Around midday on a Saturday would probably be the best time. If that doesn't work, then ask them for the head offices details.

I know this is a bit late and I hope everything's worked out for you. I used to work at H Samuels and if a customer complained enough we would offer an exchange for either the same item or a new one. Although the rhodium plating was not a common problem, I did see it happen. One thing they would recommend is the insurance they sell, which would entitle you to 2 (or 3 possibly) free repairs or an exchange. For your ring at £700 it would have cost around £80 for 2 years. Ridiculous if you'd need to constantly maintain the ring!! If you're not satisfied, complain, complain complain. And preferably on a Saturday around midday when it's busy!!

I'm in a similar situation. I started a Masters course and left after a week because I couldn't seem to get a graduate loan or a career development loan. I'd been trying for months and months and decided I didn't want to commit to the course if i'd have no way of paying for it. I got letters asking the full amount, but after discussing it, it was reduced to one terms fee, about £1500. I said it would be impossible for me to pay that, so for the last 12 months have been paying £10 a month (i think they've temporarily forgotten about me). I only attended the opening day and a one hour lesson after that. I'm sorry your university credit dept is aggressive. The people I spoke to were understanding, but when the time comes to argue my case, I worry they might not be.