was due to marry my long term partner on 15th of July 2017. went to a H Samuel shop to purchase a commitment ring for the wedding on 18th of June 2017. wanted to pick something that is not very expensive, pay for it and take it away the same day if possible. then the lady that attended to us told us we could get some personalised set with our initials and the date of the wedding engraved in it. agreed on a set that costs £1,399.00. I specifically asked the customer service lady about the date of delivery as I wanted to be sure the ring will arrive before the wedding. She checked on the system and told me not to worry, that it would arrive and that they are aware of the date since it would even be engraved in the ring. I was required to make a 10% down payment so I paid £140.00 with my debit card. The expected delivery date on the receipt was 11th of July 2017 (4 days before our wedding). I work with agencies and work normally from 8 am to 6 pm (paid hourly) Monday to Friday and by my finish time and travelled to the H Samuel outlet where I made the purchase, they would have closed for the day (they finish at 6 pm). on Thursday 13th of July, I left work early to pick up the rings. On getting to the shop, I was asked by the attendant (a different person from the one I made the order with) if I had received any text for the collection. replied that I hadn't. She checked their system, spoke another customer service person in the shop and then came back to tell me that the rings are yet to arrive and that they were going to give me a call to update me. Since I had already left work for the day and it would not be feasible to go back to work and return to pick the ring on the same day before the shop shuts, I decided to hang around hoping they would call me soon enough. But then I received no call that Thursday. On Friday 14th of July (the day before my wedding), just before midday, I got a call from H Samuel telling me that my ring would not arrive until the next Friday (21st of July). I requested for my refund so that I could try and use the money to purchase something else elsewhere was told that my refund cannot be processed until they receive the ring at the outlet the next Friday. I called my then partner to inform her and she took it so badly, she was in tears. I had to finish work early again, so that we can go about to look for a ring, any ring, to use the next day. Eventually we found a ring for my partner at a Warren James outlet could not get any one anywhere that fits me (my ring size is Z-5). We search everywhere till night but could not get anything. My partner was shattered. I continued the search on the morning of my wedding day. Eventually a friend that was searching in his own local area was able to get a fashion ring that would just about sit on the knuckle of my ring finger. We had to get married like that, after which I had to give the ring back leaving me with no wedding ring. I called H Samuel's customer services and complaint department and spoke with a lady called Joslyn on 18th of July 2017 to make a complaint. She promised to get back to me, which she did on 20th of July. She offered my a refund along with a £50 voucher which I flatly refused. She called back less than 30 mins after and offered £100 in cheque for the grief they caused me. I told her my lost wages alone for the 2 days I had to finish early amounts to £260. That I cannot accept the offer. I called the citizens advise bureau and was advised I can make a claim against them but it would be expensive for me getting a lawyer. Up till now my refund is yet to be processed. Can anyone advise on what to do or how to go about it please.

Hi All, I bought an engagement ring for my fiancee from H Samuel. 0.5 carats, with a large stone and 3 smaller ones either side. Not bad, £900 represents a major investment for me, a decision I want to get right, so I was attracted by their 30 day coll off period. So I gave my fiancee her ring, and all was gravy, until I noticed it didn't really sparkle. Even in the sunshine. I've now had the ring properly checked out by an independent jeweller and they say the stone is off colour and has a massive flaw! nice. So when I took it back to H Samuel to claim a refund under the 30 day policy I was told I couldn't get i refunded due to it being worn and there being small marks, not scratches, but small marks on the underside of the ring. You can barely see them, even with an eyeglass. Ok, so I lost my cool a bit, but my main argument was how can you offer a 30 day policy with the caveat that it can't be worn? And anyhoo, I'm returning it due to a massive flaw in the diamond whereas they are complaining about tiny marks in the metal, which could probably be polished out anyway. It left off with the rude assistant telling me to come back at a later date when there is a manager present. Now, I'm thinking to get it polished by another jeweller so I can give it back in pristine condition. But then I worry they will say that I've then damaged the ring. Or should I just go back and stay calm and point out to them that they are a jewellers and can probably arrange to have it polished themselves, that a ring is meant to be worn, that's what rings are for, that I'm completely unhappy with this ring etc etc. Your advice is greatly appreciated. Thanks for reading.