H Samuel ruined my engagement ring

Minbee

Hello,
My beautiful 18 month old engagement ring snapped where the shank meets the diamond setting so I returned it to H Samuel for repair. After a conversation with customer services about the £50 fee they agreed to waive it and I was happy to go ahead.
Now two weeks later I went to collect it last night and the White centre stone is now yellow/brown and a very poor quality stone with lots of imperfections. They suggested I just remembered it differently because it has been cleaned professionally and so looks different.

I am almost certain this isn't my ring and is a replacement, the only other possibility is that they've damaged the stone while soldering the gold. I've looked at my ring every day since my husband proposed and I know it inside out. It did have a tiny speck in the stone, a natural imperfection and I'd recognise it anywhere. This stone looks like shattered glass inside.

To say I'm disappointed is a huge understatement.

I refused to accept the ring and they're going to request a photo of the ring as received by the repair centre, which is standard apparently when items are received. I should hear from them on Monday but I'm really concerned I'm going to be fobbed off as there's no record on my account of any damage to the ring while in their possession nor did they mention having to replace it.

The staff were helpful in the sense that they're going to look into it but they were dispassionate, not their fault I know but it wasn't a great customer experience.

Anyway. I wondered whether anyone had had anything similar happen? I have read reports of watches being damaged by H Samuel's repair team but not much on rings.

I suppose my greatest concern is that this is a replacement and my original ring has now gone, if that's a case what should I do?

JJ_Egan

>>I am almost certain this isn't my ring>>

Photographs ??

McKneff

You should always take phoos of jewellery for insurance purchases and keep them with the receipt s.
Let us know how you gwet on

Tigsteroonie

JJ_Egan wrote: »

Photographs ??

Yes, perhaps from when you first got the ring? You know, that shot of the ring on your finger that you sent relatives and/or put up on FB?

(Most women do the above, I've noticed!)

Minbee

I do have pics of both rings. I don't know how upload here though!

wealdroam

Minbee wrote: »

I do have pics of both rings. I don't know how upload here though!

Upload pics to a picture hosting website - photobucket is one of many - and post a link on here.

But if you pictures are conclusive, why won't H Samuel accept the issue?

Minbee

[/IMG]


On the LEFT is my engagement ring, RIGHT is the one they gave me last night

Edited: due to stupidity and poor life skills!

Pollycat

Minbee wrote: »

I do have pics of both rings. I don't know how upload here though!

I think you should take your original photo in with you when you go back in to see the photos they took.

GwylimT

We the new one of the left looks brighter, have you got the photos the wrong way around?

unholyangel

OP did you get a graded certificate with your ring when you bought it? If they have replaced it with an inferior stone, this is likely to be the easiest way to prove it - if your stone is a different grade from the one currently in the ring.

Minbee

I'm sure I've got more photos of the original, they're stuck in the bloody iCloud though and I haven't got a computer at home to access them.

No grading certificate, it was bought from H Samuel and I don't suppose they do that unless it's a fancy solitaire.

It's very clear with the eye that the stone is yellow and mismatched from the surrounding ones.