HSamuel, insured returned item totally different from original

PureSept

Im wondering if anyone can shed some light on my rights on this matter, my boyfriend got me a engagement ring 6months ago, sadly the gem fell out and we took it back to the shop, weve got full insurance for 5years, theyve taken it back and its taken well over a month for this repair to be done but my boyfriend picked it up today and ive instantly noticed its a totally different ring, the whole ring is different, the gem is a different colour and the cut is different Along with the actual ring being very thin where my original wasnt.

Obviously im very upset, they didnt even return it in the box we handed over and the whereabouts of my original ring is unknown to me, its upset me so much knowing its taken so long to repair and now theyve tried to fob we off with a different ring, have i got any rights to demand a replacement of my original one? We was told they have a repair or replace policy on my insurance but im arguing that it would still be under guarentee so it should t affect my insurance. Im upset my original one is god knows where, this is my engagement ring, something i treasure and by the looks of it theyve lost it, ive got photos of the original and this new one is clearly different. My boyfriend is worried that because he signed for the return when he picked it up that we dont have a leg to stand on, please anyone with advice??

Okydoky25

Have you contacted them and asked?

~Beanie~

As above, have you actually contacted them and told them that this is not the correct ring? If so, what did they say? If not, why not?

It could just be a genuine error and they have given you someone else's ring by mistake.

Pollycat

I agree with the other 2 posters.

You seem convinced that H Samual have lost your ring but it may be just that they've mixed your ring up with somebody else's.
Sloppy- yes but not necessarily done with the intention of deliberately fobbing you off.
Instead of posting on here, I would have been back to the shop like a shot,complete with photos and all details from the shop that give details of the ring (receipt, insurance policy etc)

If it is a simple error, your ring may be given to someone else.

Don't delay!

PureSept

Thanks for all the replies, today was the first chance i got to go there so i went and spoke to the manager, he saw straight away that the ring was different, he said i could make an official complant regarding my original ring as the whereabout he wasnt sure of, he agreed to replace my ring but im still wanting to find out what happened to my other one as its sentimental value to me.

Pollycat

How have you left this situation?

As you want the original back, what is the manager going to do about finding your original ring?

Is he checking with the repair centre?

It must be somewhere, either still in the shop (never having been sent to for repair) or still with the repair centre or has been given to another customer instead of the ring they gave you.

Surely he should be checking store records.