H samuels - GRRR - Advice needed

indierocker85

Hi

My girlfriend made the daft decision to buy me a gold curb chain necklace from H Samuels. I wore it for a day and a half and whilst at work I noticed it was loose and it subsequently fell from my neck.

They sold her a three year insurance for damages accidental included. In this case, it was nothing more than shoddy workmanship.

They are now saying as I didn't have the missing link with me, they said "there is no way to test the golod as the link is missing, and we have no way of knowing how this occured"

They are saying it has to go away for a repair despite selling a replacement or repair insurance, as its only been a day and a half, I am not settling for a repair especially when it won't even get repaired until the 8th of January.

What are my rights on this? I don't even want a replacement now, I would rather get my partners money back and go elsewhere. It is absolutely shoddy workmanship and appauling customer service.

Thank you

donquine

indierocker85 wrote: »

They are saying it has to go away for a repair despite selling a replacement or repair insurance, as its only been a day and a half

I don't know what your insurance covers? Are there details online?

Generally, if a product is faulty, the retailer can offer a repair over a refund, even if you'd rather have the money back.

jazabelle

I don't think the insurance should even come to it - if it's faulty they have to replace, repair or refund it.

donquine

jazabelle wrote: »

I don't think the insurance should even come to it - if it's faulty they have to replace, repair or refund it.

Agreed. I wondered if the OP's insurance gave him any additional rights, though. Not sure what the policy his OH paid for does.

Worth making clear that generally the retailer can choose to replace or repair or refund. The OP can't pick one of those options and insist on it.

WolfSong2000

Used to work for H. Samuel a few years back...they will do their best to send it away for a repair first. Was it just the one link that was "dodgy" or are there more? Is ot obvious, even with the "damaged" link missing that the item is of poor quality? If it's blatantly obvious then (calmly!) point this out to the sales person, and if necessary the manager.

If there's nothing obviously wrong, give them a chance to fix it - if it breaks again, then you have a solid case for asking for a repair/refund.

HTH

indierocker85

What about if she has bought it on a buy now pay later. And as yet she hasn't even paid anything. What are our rights here?

Hintza

They (or more probably the finance company) could take her to court for non payment.

pinkshoes

Crikey! I'd get dumped if I bought my boyfriend a gold chain necklace!!! Personally I think they're hideous...

She ought to push hard for a refund here, as the chain was obviously faulty, and it would be good to replace it with something that isn't going to fall apart. I'm not sure how the finance bit would work. Could she not use the refund money to pay off the finance? Or exchange the chain for something else?