H Samuel - returns advice needed

[action711]

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.

[locutus]

Email mark.jenkins@signet.co.uk as he is the Group Company Secretary and tell him the store is not honouring the 30 day cooling off period. Also write a copy to their registered office at:-

H SAMUEL LIMITED

15 GOLDEN SQUARE

LONDON

W1F 9JG

[raydetinu]

Firstly, was it drawn to your attention that it could not be worn or were shown a copy of the terms and conditions relating to the Refund policy?

if not that would one ground for complaint.

Secondly how was the ring/stones described- flawless.perfect,any sort of grade given to them.

Paying that ammount of money you would not expect the stones to have a flaw, if it did then taht should have been drawn to your attention.

Do have a report on the flaw by a diamond expert which you acn send them.

If no luck with the manager then write/email to CEO or MD with a copy of the report and explain the circumstances.

Wont hurt to mention bad publicity from this site if they dont respond fairly.

[action711]

Locutus - thanks, I may well be using them.

 

Raydetinu - I wasn't told of any Terms and Conditions when buying the ring, especially that wearing it would invalidate the 30 day policy, though it does say this on their site:

 

"If they are in their original condition we will process the refund or exchange for you"

 

The ring is described on their site like this:

 

"Pretty and ever so chic, this 18ct white gold diamond solitaire ring features a sparkling 1/2 carat diamond. It will radiate at every opportunity."

 

Well, it doesn't radiate at any opportunity! I wasn't told about the flaw when I bought it.

 

I didn't get a report, I took it to a jewellers and he looked at it and said for them not to accept it on the basis of the slight marks on the bottom of the ring was BS, and that the diamond is off-colour and has a major flaw in it.

 

 

I will try again tomorrow and post the results on this site. I am very distressed by the whole thing, especially their attitude. Seems their 30 day policy is just a trap to get people to spend in their crappy shops. I'm not gonna get the ring polished prior to trying again, I think they should accept that someone would actually wear jewellry from their store and the fault is on their part due to the crapness of their diamond.

 

Thanks for everyone's advice

[raydetinu]

suggest you do get a report on it, especialy as to the flaw from an expert and get it graded and valued.

When buying diamonds or any precious stones, as they can vary in colour and internal flaws that the untrained would not have a clue, ask for a grading!

see:

http://www.diamonds-are-forever.org.uk/diamond-clarity-chart.htm

[action711]

Well I went back today to talk to a Manager.

 

He looked at the ring for about 10 seconds and reiterated the point that they won't take it back because it's not in pristine condition.

 

He also said that as I'd taken it to another jewellers they won't take it back as "the other jeweller could've done something to it". I asked him what they could've done, what he was getting at, but he refused to say any more than that.

 

He then gave me the phone number of their customer services and walked off into his office.

 

Nice. Thanks H Samuel for a wonderful engagement ring buying experience.

 

I can't see anywhere about this on their Terms and Conditions.

 

Advice please!

[locutus]

Did you pay with visa debit or credit card by any chance? If so you could ask your card issuer to do a "chargeback"

 

I'd also ask the CEO to intervene as you are a longstanding loyal customer (flattery always helps ).

[action711]

I wrote to mark jenkins over 10 days ago and haven't heard anything from him.

 

I did take the ring back to another H Samuel store, and they refunded me without a problem, saying that if I wasn't happy then I am entitled to a full refund, just like it should be,

 

I am going to make a complaint to the head office about the original store (London Victoria) soon, though I get the feeling they'll probably be congratulated!

 

Thanks for everyone's help

[Alpha251]

I'm having a warrenty issue. I've been past from piller to post and now taken up with Mark Jenkins? Will i get a reply? who knows! if i dont then trading standards will be informed as this is a clear breech of my consumer rights. Shameful isn't it...warranties are not worth the paper they are written on.

[locutus]

Warranties are in addition to your statutory rights, and in 99% of cases your rights go further than the warranty does anyway. Your local county court is the place to get justice if they fail to play ball. Start your own thread, and give a bit more background and I'm sure you'll receive the help and advice you need to sort this

[action711]

I wouldn't hold your hopes up. I never received a response from Mark Jenkins.

 

Luckily I took the ring to a different shop and the lady there was human and refunded me for the ring.

 

I think it's amazing that such a terrible shop can take such a prominent place on our high streets