Ring repair rights

Heidi01143

Hi

I purchased my engagement ring in Oct 2014. Shortly after I had it resized at the same store.

Recently it has snapped where it was resized.
I took it back to the store and they said it will be free of charge. They just need my details from purchase. I gave them my details and nothing is on their system.

They say it will cost £70 to fix it. What do I do? Do I pay it? Or do I kick up a fuss that other customers are getting their repairs for free because their details are on the system?

I have ordered my statement from that time to show my purchase but now the lady says that doesnt prove that they repaired it.

I even emailed head office to see if they can find my details. Its obviously human error when I had to fixed they didn't take my details properly.

What should I do?

Thank you in advance x

Aylesbury_Duck

Heidi01143 wrote: »

Hi

I purchased my engagement ring in Oct 2014. Shortly after I had it resized at the same store.

Recently it has snapped where it was resized.
I took it back to the store and they said it will be free of charge. They just need my details from purchase. I gave them my details and nothing is on their system.

They say it will cost £70 to fix it. What do I do? Do I pay it? Or do I kick up a fuss that other customers are getting their repairs for free because their details are on the system?

I have ordered my statement from that time to show my purchase but now the lady says that doesnt prove that they repaired it.

I even emailed head office to see if they can find my details. Its obviously human error when I had to fixed they didn't take my details properly.

What should I do?

Thank you in advance x

What should you do? Pay £70 to get it fixed there, or see if you can get it fixed elsewhere for less.

It's over five years old. You're entitled to nothing. Their offer of a free repair is generous and more than they have to do, so they can set the terms for it. If that means finding details on their system and they're not there, so be it.

LilElvis

Heidi01143 wrote: »

Hi

I purchased my engagement ring in Oct 2014. Shortly after I had it resized at the same store.

Recently it has snapped where it was resized.
I took it back to the store and they said it will be free of charge. They just need my details from purchase. I gave them my details and nothing is on their system.

They say it will cost £70 to fix it. What do I do? Do I pay it? Or do I kick up a fuss that other customers are getting their repairs for free because their details are on the system?

I have ordered my statement from that time to show my purchase but now the lady says that doesnt prove that they repaired it.

I even emailed head office to see if they can find my details. Its obviously human error when I had to fixed they didn't take my details properly.

What should I do?

Thank you in advance x

Rather than relying on the jeweller retaining your details surely you have the receipts for the ring and it's resizing in your possession?

mattyprice4004

It's not their job to look after the details - it's yours. Go in with your receipt - you can therefore prove it was bought from them.

If you don't have the receipt, well I think you know the answer

unholyangel

Heidi01143 wrote: »

I have ordered my statement from that time to show my purchase but now the lady says that doesnt prove that they repaired it.

Are they asking for a receipt for the purchase of the ring or for the repair of the ring? Because you make it sound like it was the ring purchase, but then the latter part of the quoted paragraph wouldn't make sense.

Also, if it was being dealt with from a purchase angle then you'd be looking at the ring being fine for 5 years - pointing to it being physical stress/damage rather than inherently failing to conform. While with the repair angle, its possible the repair contributed or caused the break. So it would make more sense for them to be asking for proof of purchase of the repair.

They can't really demand a receipt specifically but can ask for proof of purchase to prove a contract exists. This theoreitcally could even be a witness - although I suspect the retailer would be a lot less willing to accept this type of "proof" than a court would.

Heidi01143

Thanks everyone!