Hsamuel bad service. Help with rights

MNew1

Hi I'm new to this kind of thing. I will post as much information as possible, I am just hoping for some advice on my rights. In mid October this year my boyfriend took me into Hsamuel to be sized for an engaging ring, at the time the lady told me I was a size L. On 3rd November he then entered the same store and chose a ring, he then paid extra to have it engraved with the date in which we first got together. Having picked up the ring it was perfect, he showed it to my sister and asked her to try it on to see what it looked like. The ring was too small for my sisters finger, which worried my boyfriend as he knew we where very similar in size. Although he did not want me to know about the ring, He chose to ask me to try it on, and it was indeed too small for myself. He went back into the shop to explain but as it had been engraved they explained that they would be able to stretch the ring to a bigger size without any damage and without any extra charge, they gave him a returns receipt and said they would ring him when the ring is back from being repaired. They told him at this point it would be within one week. After two weeks of not hearing he visited the store again, to which they told him nothing had been done with the origional ring because there would be additional cost to him, and that also there was no possible way of stretching the ring without the band being damaged. At this point he complained to the manager about the service he had so far been given. The manager then agreed to order a new ring in a new size and have the new ring engraved. However, she stayed that she would need myself to go in to store and try the new ring on before sending it off to be engraved. My boyfriend agreed as he did not want to order another ring, have it engraved, for it to not fit again. This meant that he had to explain the situation to me and ruin the surprise he had planned for me. But it was the only way the manager would agree to replacing the ring. I then went into store to try the new ring on, which it fitted perfectly. They explained then to me that it would be sent off to be engraved and would be ready within one week to be picked up. Two weeks later my boyfriend called the store to be told that the band is too small to be engraved, even though it is the exact same ring as the origional only one size bigger, and the origional ring was easily engraved. My boyfriend has had to visit the store on four seperate occasions now, has had to share with me all of his plans and surprises he wanted to keep as secret, this has completely ruined the whole experience for us both, and it is supposed to be one of the most special moments of our lives. To top it off my boyfriend ordered the ring 41 days ago and still has not had it back, and still has not been given any way of rectifying this. What are our rights? HELP? I'm not willing to let this slide.

marliepanda

he hasn't been waiting 41 days as its been engraved, taken back, teboygtnand sent for engraving again in that time.

You clearly knew he was planning to propose as you went to get sized for an engagement ring.

They've replaced the ring and I think it's reasonable for them to check it actually fit you this time as one ring has been wasted (are you still a size L or have you changed sizes. What did she use to test your size?)

samsmoot

Sorted a very similar problem with them by threatening a court claim. Got full refund.


Due mainly to shop staff failing to follow the agreed returns procedure as per emails from their customer service it was easy to show that such a claim would be reasonable. You could try doing similar to get this resolved.




[Edit: think a court claim was actually made in the end - either way I remember £50 compensation being recovered, along with misc expenses]