my ER has ANOTHER crack in it!!! **UPDATE**

Depends how good you are at arguing! I would go, or go with someone who is good at complaining, go in straight off - see the manager, maybe ring up before and make sure they are in so u dont get fobbed off and just tell them what u want. Dont let them offer to repair it, just be firm and say I want a new ring xxx. Take in any documentation/receipts. In the end you have paid for this and it shouldn't crack. Just ask them whether they think its acceptable to sell rings of this quality etc? Stay strong, dont get too stressed and know what u want - and go get it!

Your within ur rights.

Good luck.

I'm good at knowing what i should say and go in intending to say exactly what you did. Only problem is i'm awful in reality at confrontation and always end up getting overly upset and get a bit irrational. maybe i should get my mum or grandma to come with me! they're both good at arguing the case.

I end up getting upset and nearly crying. Get someone to go in with you who can stay calm but firm, it will help having someone to back you up. Stay strong! x

Aw thats awful DWC!!!! Can your OH not go along with you and put the argument forwards???

I think that this time they should be either replacing it or fixing it properly, its just not acceptable that you've had as many issues in such a short space of time.

best of luck and remember to keep us updated.

Thats awful!!

We had lots of problems with my first ring from Samuels and in the end got a refund.. it got to the point I had so many rings off them that I felt sick when i went in there also it became a bit tainted. It was very sad as OH had bought it and taken it all the way to Kenay on Safari to propose.

My replacment ring was carfeully sourced so that it was as close to the original as possible

My favourite; threaten them with legal action......or the papers usually works. xx

Due to all the hassle you had with the shop the last time this time I would go straight to the head office and call them followed up with a letter. Say you don't feel comfortable going into the shop because of their attitude the last time. I know the ring will be sentimental to you but if it was me I'd be insisting on a refund because the quality of their goods are clearly not fit for their purpose, you have lost all faith in the service and products and just want a full refund. I think getting a refund and needing to look for another ring would be easier in the long term rather than constantly concerned the ring will crack again.

I just don't think going into the shop is worth the hassle anymore and speaking to someone who won't be able to authorise anything.

I had problems with my ring the first time when they resized it and when they tried to fix it they screwed it up even more and I sat there and refused to leave the shop until they remade the ring from scratch or gave us the money back. They remade the whole setting and admitted in the end they had messed up big style.

x

WSS, good sound advice from PG.

Poor you, I really feel for you.

That's pants ☹️

So i went back to the jewellers and told them it was broken. When i took it off the band actually snapped! the woman had to call the manager because she was so shocked. Basically the manager gave me two choices. Use the insurance to have it repaired and keep the insurance, or use the insurance to get a new ring and then that will void the insurance. I asked why this would void the insurance as it was not accidental damage and she never gave me a straight answer other than 'its accidental damage its our policy.' Now if it was accidental damage then yes i agree i should surrender my policy and replace the ring, but i haven't done anything at all to it. They claimed it looks like i'd damaged it because the band is scuffed around where it snapped, and said i must have done something out of the ordinary with it. When i said i hadn't the girl said 'well have you caught on something?' and i said no and she kept asking if i'd caught it on something, even accidentally. What the hell could i catch it on that hard to make a gold band snap in two?!

D got on the phone to them and explained everything to them that has happened including that the sapphire had been loose, then the band was cracked then and then when it came back again it was covered in black marks, saying its not good enough that the band has now snapped. The manager then claimed that the snap must be where the join in the resizing was! i pointed out that the band had cracked in a different place last time, which was also put down to resizing. she looked very flustered then. D then said he was not happy to surrender our policy on it to replace it when its clearly never been right, nor was he happy to have it repaired because the band would always be weak then.

In the end they have agreed to get head office involved for them to decide whether its poor workmanship or whether its damage on my part. If they say its poor workmanship then they will replace it without qustions. If they say its my fault then we're back to either repairing or replacing it against our insurance so I also asked if there was any chance of a full refund if we disagreed with the decision by head office and they said no because its been too long.

I am so angry! the two women were basically calling me a liar and the manager didn't at all look happy that D asked to speak to her on the phone.

I'm going to phone trading standards and check our rights on getting a full refund because i am so not happy about the way they have treated us, or are saying that the snap is my fault and practically calling me a liar when i said i had done nothing out of the ordinary.

It doesnt seem like they are being very fair, I would stand your ground and definately get some advice so you know exactly where you stand when the head office call, and make sure you are armed with knowledge in case they say its your fault.

How long did they say HO would take to get in touch?

They said a month because of christmas! am on the phone to trading standards now to check what my rights actually are.

A month!!! Thats B*LLOCKS!!! I would not be having that! I expected you to say 24-48 hours!!! They expect you to go with out your engagement ring for a month!!?

Let us know what trading standards say, there must be something you can do!

Right. Been on the phone to trading standards. they have said that after six months i will probably need to prove somehow that its not accidental damage however because of all the problems with the ring, if head office say its accidental damage i can dispute this.

I will need to write to head office stating that i have lost faith in their services and ability to repair and can request either a full replacement or a refund (whether this is partial or full depends on what they say) quoting the Sale of goods act 1979, that the ring is not of satisfactory quality. in which case i am entitled to repair, like for like replacement or full or partial refund.

We can also claim back on the credit card we paid with.

So if they come back and say its our fault i think thats the route we will be taking.

Oh no, that sounds rubbish Your jeweller is clearly only looking after their own interests - can you take the ring to another for a second opinion?

Ah now that sounds more positive. Did thet say anything about the fact you where having to wait a month for there answer? That doesnt seem right to me, but at least you have some new routes to go down.

They didn't say anything about long is reasonable to expect an answer.

Flutterbye the jewellers have the ring now. Its a well known high street jewellers.

How crap are they! BTW, why wont you say who it is? I'd like to know so that I can boycott them, should I ever need any fine jewellery!

Glad to hear that trading standards have given you some info, does that make you feel a bit more positive now?

Make sure you keep a note of who you speak to and when to put into your letter.

Good luck!

Oohie because if i name them in a negative manner and they find out they can sue hitched for libel. (is that the written one?)

Its on my FB status though and their initials are EJ. STAY AWAY at all costs! they are not worth it at all. They tried to get us to buy our wedding rings there but we are sodding off somewhere else to get them now.

I have a whole folder full of details about my engagement ring woes, dont you worry!

So sorry to hear that deliciouswitchild.. like I posted we have something similar with another high street jeweller and the ring had so much sentimental value as yours does too.

We''ve decided to get my ER blessed witht he wedding rings some may think its a little twee but as its not the original and well the proposal isnt something that can ever be repeated the same we wanted to make the ring a bit more special if that makes sense?

X

That's where my ring is from!

I have to say, the service D received was great. He bought a ring, didn't like it and returned it and bought another one no questions asked. They also re-sized my ring and [touch wood] was problem free.

Sorry to hear you're having a tough time. Glad to hear you've got all the info you need know so hopefully the issue will be resolved for you.

Write a letter to Head Office and post it via Recorded Delivery and also get a fax number and fax it. Say in the letter that they have 14 days to respond or you will be seeking further legal action under the Sale of Goods Act.

In the letter state every single problem you have had with the ring in bullet points. Try not to get angry or emotional in the letter but clearly state what the problems have been since the day you got it includes date of contact with the store and tell them the outcome you expect.

Saying their name in full or in initials isn't really going to matter one sausage to them so don't be scared to name and shame. As long as you aren't turning around and saying 'and the stupid b**ch said this etc etc' then there is nothing wrong with telling the whole world your experience with them.

Shops need to expect good and bad publicity and if they aren't prepared to offer you a satisfactory outcome then what do they expect.

Just wanted to double check but did you get proof of the fact they are now in possession of your ring and detailed the exact damage?

I hope you get it resolved soon. x

They have the ring now, apparently on its way to head office. i have a receipt which says it being 'repaired' but when i double checked that they said 'oh no its going to head office not repairs.' i stood and watched her fill in the sheet with the problems and i read it and double checked it.

Do you think i should wait for their reply about what they think or should i write to them now anyway? i don't really know what to do about it.

FWIW, the shop is Ernest Jones. Karen, if your're talking about H Samuels, i think they are under the same company umbrella.

I'd write to them now because putting all the pressure on isn't going to make it worse. I'd just explain in the letter that the shop took your ring to send to the head office and they should expect it soon but that you want to hear back from head office within 14 days. Explain that obviously it's your engagement ring which means a great deal to you, this isn't the first time you have been without it and all faith you had in EJ has now been lost and you wish to put an end to the matter and have a ring fit for it's purpose (state that part as many times as you can!)

I wouldn't trust the shop to convey any of the past story and that's crucial to the whole situation. Not like this is the first time your ring has been returned to the shop and I think due to the past history you more than deserve a brand new ring or refund.

I'd try and get the name of the Director of EJ and mark the letter private and confidential and cc the letter to the store, customer services and anyone else you can think of!

x

Aw that's such a shame. It's not the first time I have heard horror stories about rings from EJ, but that's not to say that they're all bad. I've probably just heard from the unlucky few!

Lynsey- Everytime I need to complain I'm coming to you for advice (or just taking you with me)! ?

Legal action, papers, legal action, papers, legal action...

dont take crap from anyone!

Dont write to Head Office as they can "lose" any letter that maybe sent. I would email them as it is much quicker and you have proof of email and cc yourself in. If you can, do some digging and try to find out the name of someone high up and cc them in too - takes a bit of googling, but worth it!

Your ring will have had to have passed a quality control check when it was in last time, and if you have only had it 2 weeks and it has gone, then the quality cannot have been very good to begin with. This happens sometimes as with anything. If you make 1000 rings theres a chance that a couple might not be in good condition, and it is unfortunate that you seem to have one of these.

I wouldnt go back to that particular shop either as they have uspet you and thats not good. I would stick to your guns and tell them you want a full refund so you can "choose something elsewhere before you lose faith in the company as a whole"

xxx hth xxx

DWC Thats Shocking!! I can't believe they're blaming you for it!! Sounds like they have no Idea whats happened but don't want to be out of pocket. We got my ring from Ernest Jones and I've had no problems (Touch wood) I hope you get it all sorted.

Lxx

Lynsey i will do that on friday then. rather than sending it by email as someone suggested (sorry can't see who, i'm rubbish with names) as i think its a bit unprofessional i will send it recorded delivery so that at least one of them is signed for and i can prove it was received.

nona i don't think any newspapers would be interested in this. and i sure as heck as like cant afford to threaten them with legal action!

Sorry to hear this. I feel your pain, had my ring re-sized and one of the diamonds came out. Very sad to be without it - I expect you are too.

You're doing all the right things, keep pushing and something will give eventually.

I agree about emailing and an email can be lost just as easily as a letter but recorded delivery will give you proof of it being sent and received whereas the receipant of an email can refuse to send a read receipt.

Papers won't be interested either and tbh a jewellers like EJ isn't going to suffer much loss over one little complaint. I say little because to them it is whilst obviously it isn't to you or any other comsumer. I doubt a solicitor would like to take this case on (the firms I worked for certainly wouldn't have) and the legal cost would outweigh the cost of a new ring probably but saying you will seek further action is always a worth while even if they know the chances are you won't. You can also mention you have contacted Trading Standards.

Jen I'm pretty good at complaining! I studied law for a while and then was a paralegal but that was years ago but I still have a bit of knowledge and have had my fair share of complaining to do. Including with 2 brand new cars because they were unsafe and I would have gone to court over it and very nearly did but luckily the car garage involved in both cases eventually after months and months of arguing decided in my favour just in the nick of time. I had spent an obsence amount of time on both cases and trading standards were helpful but even me driving cars which were unsafe didn't interest the papers.

DWC I'd speak to the card company you paid the ring with now as they might be able to offer legal help for free and if they don't it is worth mentioning sooner rather than later incase there is a time limit for raise any complaints.

Keep on at head office as then they know you are being serious about not letting this drop by using your insurance.

x

My ER wasn't even that expensive in the long and short of things. i mean it was couple of hundred quid but even then it shouldn't matter. Its definitely not worth saying anything about legal action though incase they take it as a sort of invite and do take me to court. Doubt they would though.

i'll get D to phone the card company either tomorrow or friday.

Lynsey you really are a little star. thanks for all your advice x