Faulty ring from HSamuel

mellymeep

A year and a half ago my partner purchased an engagement ring for me from HSamuel, it cost just over £120, we also took out the store insurance. I have wide fingers so the ring needed to be adjusted. Within about 3 months the ring had snapped, I was very distraught and we took it back to the store to get it repaired. I got it back and was happy to have it back on my finger, but low and behold within another 3 or 4 months it had snapped again, in exactly the same place it had happened before, went through the rigmarole of taking it back to the store and the promise that they are adjusting it properly, went through repairs again got ring back and then it happened for the THIRD time. Decided it might be a fault with that certain design so picked out an entirely new ring and the store allowed us to 'cash in' the insurance we'd bought to replace that (we then had to buy it again) now I am absolutely fuming because a few months ago it happened AGAIN.

I am doing absolutely nothing out of the ordinary whilst wearing the ring, other than showering.. no chemicals touch it etc.. (I wouldn't of thought water would effect it anyway) Went back to the store to ask for a refund, was told they couldn't do that because it wasn't company policy and that they would have to send the ring off to 'Quality Control' to check to see if it is an underlying fault.. I've waited up until a few weeks ago for the results and it came back saying that they couldn't find any problems with it. Its still in now getting 'repaired' as that was the only option the manager would give us and I am fuming, I don't want to wear this ring any-more and I want the money back so we can move on and buy from a non high-street store.

I am planning to write to head office and lodge a complaint, I'm aware I can claim under the Sale of Goods Act but what am I supposed to write, or can I not claim at all because its been so long since the original purchase? Any help would be appreciated.

dandm1

I cant really help with the Sale of Goods Act etc. but I had a similar problem with H Samuel a little while ago whilst buying my wedding ring.
We had 3 turn up with very deep scratches - before we'd even got out of the shop. They kept sending replacements, but when checked in store before leaving they were all faulty. This went on for a month or two.
I ended up logging the fault with Head Office (via email and then followed up by phone). In the end it did get sorted this way and we got a perfect ring - so stick with it. They WILL eventually get it sorted, just realise you'll be in it for the long run! Getting stuff in writing (emails) also seemed to work well.

I hope this helps x

mighty_hammers

When enlarging a ring the jewellers do not always insert more gold. They for want of a better word stretch the gold that is there. If you have more than average large fingers the manufacture should be asked if they produce the design of your choice in your size. If they do it's no extra charge if not, you would be asked to pay extra thus guaranteeing the shank of the ring is not thinner. I suggest you check this on it's return. ( 15yrs working for the signet group, and they do give refunds for faulty goods.)