Faulty engagement ring from Ernest Jones

Chula1

Engagement ring purchased - August 2011
1st fault - August 2012 - claw holding diamond in snapped off. Had it repaired by them at no charge
2nd fault - April 2013 - 2 different claws broke off, whole diamond dropped out. Now have a loose diamond and two broken claws

Took the ring to the store on saturday, Assistant manager told me it was damaged by me and that they shouldnt have even repaired it first time round because that was my fault too (bear in mind, this ring isnt 2 years old yet)

Spoke to Trading standards, discussed the Sale of Goods act and that Ernest Jones have to either repair, replace or refund. I dont want a repair (it will probably happen again if the track record is anything to go by) I dont want it replaced (have been doing some reading on Ernest Jones and it appears many people are having the same issues with engagement rings so have completely lost trust) So I want a refund so that I can purchase a ring from a more reputable jewellers

Trading standards have recommended an independent jewellery assessment on the ring so that I can prove to Ernest Jones that its a poor quality ring. This could cost up to £500, depending on the depth of the test required to prove my point.

Anyone have any other ideas as to what I could do?

Lifeforms

They have the choice of the three options, so whilst you may not want a replacement or a repair, they can do that if they want.

Frankly if you want a refund and not getting anywhere, then you really need to go down the route of an independent report on quality and worth (shop sale worth), compare it and then present it to them for their attention, letter before action, then take them to small claims if the amount is suitable. Assuming you win, you can get the cost of the report included in your claim.

Be aware that the report may not be in your favour, and could refer to the damage as self inflicted. As many people are finding with jewels set in claws it's awfully easy to damage/break them. Luckily you still have the diamond. Basically what usually comes up is peoples expectations to be able to wear them all the time, and what is recommended falls short of that.

Chula1

Thank you, I hear what youre saying, but it just doesnt seem fit for purpose if its falling apart every so many months? My moms engagement ring has lasted 30 years+ and is still going strong without a claw breaking once. I have an appointment with Assay on Wednesday so I'll see if they can do a test that gets me the answer im looking for. Thank you again for taking time to reply

bris

Chula1 wrote: »

Spoke to Trading standards, discussed the Sale of Goods act and that Ernest Jones have to either repair, replace or refund.

They jumped the gun a bit, it's not as straight forward as that, at this point you have no rights to anything, first prove your case, get them to agree with your evedince then they have the right to repair it. You have a lot to do before you get a remedy, the trading standards had no right to tell you what they did, if indeed you have been to them in the first place, doesn't sound to me like you got the right person, maybe it was the teaboy you spoke too.

browneyedbazzi

bris wrote: »

They jumped the gun a bit, it's not as straight forward as that, at this point you have no rights to anything, first prove your case, get them to agree with your evedince then they have the right to repair it. You have a lot to do before you get a remedy, the trading standards had no right to tell you what they did, if indeed you have been to them in the first place, doesn't sound to me like you got the right person, maybe it was the teaboy you spoke too.

I suspect that what trading standards actually said was that if the ring is faulty this is what your rights are and what you can do. People who have decided in their own mind that a product is faulty often hear the advice a little differently to how it is said!

wealdroam

Chula, have you read MSE's Consumer Rights and How to Complain articles yet?

There is a link to the first one at the top of this page... just above your opening post.

Irene_SaleHoo

In my opinion, the first instance the item is at faulty, it should have been returned to the seller, for repair or replacement or return. Any steps otherwise will void any warranty or right to claim damage, as is usually the case for all products under warranty.

Chula1

Thank you for the replies, Im sure that Trading Standards meant IF the ring is faulty. I just cant get away from the fact that when purchasing an engagement ring, you expect it to last more than 2 years, especially since there are what seems like hundreds of forums dedicated to Ernest Jones engagement rings dropping to pieces! Surely they cant all be caused by the wearers??? Ive written to their head office and am trying to seek an independent assessment - nobody seems to want to commit to doing one for me

Chula1

I believe I have a faulty engagement ring from Ernest Jones. I want to get it independently assessed to add weight to my complaint letter since they are already saying I have caused the damage.

Anyone know who I could ask? Ive tried several local jewellers but no one seems to want to commit to it?

Thanks

halibut2209

Why have you started a new thread? Use the existing one

meer53

Chula1 wrote: »

I believe I have a faulty engagement ring from Ernest Jones. I want to get it independently assessed to add weight to my complaint letter since they are already saying I have caused the damage.

Anyone know who I could ask? Ive tried several local jewellers but no one seems to want to commit to it?

Thanks

Have you tried independant jewellers or high street ones ? Have they seen the ring ? If they have, they might be reluctant as they feel the damage wasn't caused by a fault.