Ernest Jones Delays

chicken_licken_3

Hi there,

I wonder can anyone help as the better half is getting a tad frustrated.

In early February, he decided he was going to propose, so, he went to buy a ring and chose one from Ernest Jones. He had a ring I sometimes wear on my right hand on the third finger for sizing.

Ernest Jones didn't have the size in stock (J and a half) but said theu could order a K and have it resized by their technicians and this process would take 10 days.

He duly paid in full and was told they'd ring him when the ring arrive.

I don't think he was banking on it arriving for Valentines Day but I remember him being a little tense on the day!

Eventually he tol me his plans and he was still waiting on Ernest Jones. He called the store number and the assistant was vague saying they had been busy because of valentines etc and they would ring him when it arrived. They could say whether it had come in and was being resized or whether they were still awaiting the stock.

Well, since 25th Feb, he's been ringing evey 3 days to see where the ring is and still they keep telling him it should be here on the Monday or Wednesday of that week or the following week, but it never materialises.

Now, my other half, being a very clever bean, decided it was a good idea to order it from a store 200 miles away where he had been working for that week, so not impossible to get to the store but not easy as he's working 6 days a week at the moment but we can get there this weekend and we're intending to go to the store to find out what is happening for certain.

Now, he said h wants to cancel the order because he says that he feels it has been an unreasonable amount of time to wait. EJ say he cant because it's a special order.

Just would appreciate some advice prior to attending the store if anyone has any pearls of wisdom.

zppp

I would suggest calling their CS;

0845 602 1112

They should resolve it if you are not able to get back to the branch.

halibut2209

If you haven't got it, then I would presume that it hasn't been done and is therefore not considered a special order.

But that's me

sarahevie

I used to work for them - of course you can cancel a special order, you get 28 days from purchase to return when you receive the goods, so of course when you haven't even received them you can.

I'm not sure about when it has been re sized though.I was a part time member of staff and never experienced this.

In the store I worked at It was our policy to have the customer there before re sizing, guaging by some random ring isn't the same as having your finger accurately measured. For proposals usually we would order in the closest full size if they knew this, they cannot be ordered in halves, then the gentleman would take it away and his OH would come back and then either re order a different full size, or send it for re sizing depending on whether they needed a full or half size.

I suspect what has happened is that it hasn't been sent for the re sizing. As special orders were kept in one drawer and jewellery repairs, resizing to go to the workshop were in another and those that were special orders which then had to go off for re sizing regularly got missed as the were simply put in the special order drawer.

I would ask to pick up the ring, assuming it is there. Special orders usually took 7 days, the longest I knew was 21 days but this was uncommon. Then take it to your local store and get them to send it off for resizing. Our agreement with the workshop was that all items would go on a Monday and be back the following Friday. So if something was received on a Tuesday it wouldn't leave the store until the following Monday and be back the following Friday so this can also add days onto the time it takes.

I would ask to speak to a manager and ask where the delay has occurred, whether it hasn't come from the warehouse yet, or whether it is stuck with the workshop for re sizing. I would complain you will get a discount. You can also ask them to post it to your local store to collect, you don't have to travel the 200 miles.

I worked in a tourist area so we regularly had holidayers who we forwarded their purchased onto.

Hope this makes sense.

barbiedoll

Ernest Jones were late with my engagement ring. We were due to pick it up on the Saturday after having it re-sized but when we got to the (local) shop, it wasn't ready. The assistant said that it had been sent away to a "secret location" and there was no way that we could go and pick it up, it would be delivered to the store by Monday.

We both skived off work on the Monday to go and pick it up (at my insistance :rotfl:) and it STILL wasn't there. I burst into tears at the store and said that my engagement party had been ruined because I didn't have my ring (untrue) and that I was very upset because I couldn't show off my lovely ring to my grandmother who was visiting me especially to see my ring today (also untrue)

We got £50 discount! :T(And I did get my ring by Wednesday!)

ps, I had neither a party nor a granny, but you know........;)

chicken_licken_3

Well we went to the store and spun them the same kind of story!

Unfortunately, fell on deaf ears and the ring is at the re-sizers and it will be back today or Wednesday, the fella isn't happy, they have offered to give us a discount on another item or we can can have a refund IF it's not back by Wednesday. Really hacked off.

Their excuse is that it is from a sale range and therefore they have to await the size from their central warehouse and that can sometimes take 'a while' and this apparently was told at the point of sale, but fella is adament it wasn't or he wouldn't have bothered.

I know OH has phoned their customer services line but as he's at work, I've not had a chance to see what they've said.

I'll keep this posted