Store won't refund diamond, £2000 down!

pendragon_arther

Is it a 'blood diamond'?

gm89uk

Thanks guys for your help.

I have edited the original thread accordingly

arcon5

So basically they know you've posted this thread online and met you in the middle (or whatever they've offered) in exchange for this thread being changed......

Although I suppose in fairness it may have been a little rash to come here before them.

What was the outcome then?

daytona0

gm89uk wrote: »

Thanks guys for your help.

I realise in hindsight I was very uncourteous in my initial thread which was an absolute contradiction to the excellent service I received from this store. I have edited my initial thread accordingly.

You weren't uncouteous at all....

You had a legitimate consumer query and you posted it on a public forum. You got a number of responses, ranging from legal guidance to practical solutions to your problem.

You were POSSIBLY a bit trigger happy with posting (speak to company first) BUT one can understand why you did it.

As for the complete U-turn, I hope that the company didn't "bully" you into changing your post and I hope you got a decent resolution. If the company has been untoward then please tell someone (not necessarily us), because that is naughty.

pendragon_arther

Gun to head...

fridge_raider

Quite the U turn! Really went for the full grovel...

CHR15

Sounds more like sarcasm now

Forwandert

Original post and follow up that was removed for anyone interested

gm89uk wrote: »

Dear MSE,

I'm in a financial turmoil situation at present.
I bought a diamond from diamond-heaven in the jewellery quarter in Birmingham (diamond-heaven.co.uk / dh / advice-and-support / returns) this is a link to their return policy. Nowhere does this policy say it is only exclusively for online purchase.

I paid £2000 towards an overall £6000. Due to a family crisis, it is absolutely not appropriate to propose or even consider doing so at present (ill health). This was done 14 days ago.

I went into the store reassured of their money back guarantee only to be told that buying online and buying instore are different, and refunds are only available for buying online. Looking at my receipt (which is only given to me AFTER I paid) on the back it says refunds are not accepted and we may offer credit at our discretion. No one in the store mentioned this to me whatsoever at the time of contributing 2000 toward my final purchase.

I feel incredibly cheated and would gladly take any advice to how I can proceed. Their director is going to call me tomorrow to discuss. I have not signed any terms or conditions and the gentleman at the store handed me the receipt which had it written on the back.

Any tips for the conversation?

Also I should add the diamond has never left their store so is in original condition

Edit: Apologise for the link, as I am a newbie it isn't letting me post the link, which I believe is essential for anyone willing to help the cause!
George

gm89uk wrote: »

Thanks for your replies, this is unsettling news. So it is fair on their part that they do not disclose that their refund policy is different from what is advertised online without any declaration that this only applies to online purchases, rather than all purchases. Most online retailers will highlight the difference.

There is even an exclusion criteria online which offers perfect opportunity to state items bought in store are not covered but fails to mention so:

"Are there any items not covered under your returns policy?

Bespoke items – Jewellery that has been specially commissioned for you will not be valid, there will have been multiple points throughout where you will have had to approve designs.
Engraved items – Any jewellery that had engraving carried out will be non-returnable. This is personal to you and the item cannot be re-sold.
Worn or Damaged Items – Any jewellery that has been clearly worn or has suffered damage whatever that maybe while in your possession."

George_Michael

gm89uk wrote: »

EDIT (ORIGINAL POST REMOVED). I would like to change what I previously stated in this thread and retract the comments made regarding diamond-heaven.co.uk before.

Diamond-Heaven in Birmingham Jewellery quarter have been extremely patient with me, courteous and generous with service provision and time to choose and pick.
"courteous", yet you initially felt "incredibly cheated" They have the best value for money I could find the UK and the refund policy is seemingly well understood regarding in-store purchases
How can you say that their refund policy is well understood when you clearly didn't understand it?

With all fairness I hadn't discussed this matter with them properly and I was too rash to post this thread. Today, despite being an admittedly difficult customer (my words not theirs), they have been very lenient and have given me full options and very informative suggestions for how to proceed. I am aware this kind of thread will reflect badly on their services which I selfishly did not consider yesterday, and I would to absolutely stress I could not be happier with the service and have recommended to several friends.

I am grateful for all contributers to this thread. This issue is now resolved.

George

Original post in full

Dear MSE,

I'm in a financial turmoil situation at present.
I bought a diamond from diamond-heaven in the jewellery quarter in Birmingham (diamond-heaven.co.uk / dh / advice-and-support / returns) this is a link to their return policy. Nowhere does this policy say it is only exclusively for online purchase.

I paid £2000 towards an overall £6000. Due to a family crisis, it is absolutely not appropriate to propose or even consider doing so at present (ill health). This was done 14 days ago.

I went into the store reassured of their money back guarantee only to be told that buying online and buying instore are different, and refunds are only available for buying online. Looking at my receipt (which is only given to me AFTER I paid) on the back it says refunds are not accepted and we may offer credit at our discretion. No one in the store mentioned this to me whatsoever at the time of contributing 2000 toward my final purchase.

I feel incredibly cheated and would gladly take any advice to how I can proceed. Their director is going to call me tomorrow to discuss. I have not signed any terms or conditions and the gentleman at the store handed me the receipt which had it written on the back.

Any tips for the conversation?

Also I should add the diamond has never left their store so is in original condition

Edit: Apologise for the link, as I am a newbie it isn't letting me post the link, which I believe is essential for anyone willing to help the cause!
George

photome

What was the outcome