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Is there anyway to get our money back

29 replies 1.8K views
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  • Manxman_in_exileManxman_in_exile Forumite
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    What's the point of sending an item with a "difficult to remove" security tag to a customer?  How are they going to remove it?

    OP - write to them along the lines of unholyangel's response (post #5 - why are there no numbers???!!!) and tell them you've been advised that you are within your rights and that they could possibly be committing a criminal offence by denying them to you.
  • SonniRaddersSonniRadders Forumite
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    If he purchased online then they cannot make the return dependant on a tag still being on it. 

    You have the right to cancel for a minimum of 14 days, starting the day after delivery and up to a maximum of 1 year and 14 days if they failed to provide you with certain information in a durable medium - such as that you have the right to cancel for 14 days. 

    There is nothing that would excempt a necklace from the consumer contract regulations so they are potentially committing a criminal offence by refusing to accept returns for necklaces (regardless of what their terms state about the tag being attached).  
    I’m just concerned now that having accepted the exchange it changes things. But as far as I’m concerned is the original chain was faulty and they should accept return for refund. 
    He’s tried contacting them again and now they are ignoring him. Is there anyone we should be contacting or how do we go about starting a small claims court case? 
    I’ve never been in this situation and I have no idea where to begin or where to turn with it. 
  • SonniRaddersSonniRadders Forumite
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    Hello Brandon,
    I am sorry to read that you are disgusted by our services and calling us a scam company.
    We take pride in our business and have a database of more than 20.000 satisfied customers. So for you to claim that we are a scam is defamatory and absolutely not accepted from our side.
    You are welcome to check our reviews and online presence to be convinced that our only aim is solely to provide satisfactory services, which has been the sole scope with you.

    As per our previous email and our terms and conditions, all items above £350 come with a security tag. If an item is returned without that it is not refundable only exchangeable. It is the same logic as buying an article of clothing and returning it with its security tag missing.

    In regards to the breakage, all parcelling of the items is documented, so we know for a fact that we did not send out a broken chan. However, gladly we accepted your request to have it repaired.
    After the chain was further broken, you requested a refund or exchange, to which we gladly accepted to replace the item with anything of your liking. The very same day we send you a brand new chain of your liking, for you to come back and for some reason deny the exchange which you requested.

    All this being said, you are welcome to have an exchange either to the same chain, or something else as you are withing your 21 day exchange period.

    If you have any more questions, please don't hesitate to contact us. If you have a video, as you mentioned, that proves we have sent over a broken chain, so you opening a parcel to a broken, tag-less chain. By all means, send it to us, and we will gladly account for this inconvenience based on the facts. After all, we are here to provide a satisfiable service.

    If for any other reason you wish to take this matter further, you are welcome to proceed as you see fit in this circumstance. Please proceed in this matter, only in a written form as for both parties it is better o have this evident.

    Always welcome back.

    Best regards,
    Ledina

    This is the last email he received today from them saying they will not offer a refund. 
  • hollydayshollydays Forumite
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    hollydays said:
    Did he not send them a photo with the email immediately which would have shown there was no security tag?Or film the unboxing? I'm guessing that trying to remove a security tag could cause a chain to break? Do they think this is a possibility?
    OP could you reply to this question.
  • photomephotome Forumite
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    hollydays said:
    Hatton Jewellers Ltd
    Reviews look good for that company (Trust Pilot) 
    Which means absolutely nothing.........Trust Pilot is a sham
    But neither does it mean it's a negative against the company.Their responses there seem very fair, particularly to the customer who complained their watch " looked like a ladies watch"( that's because it was a ladies watch..😂) Their ebay account seems ok.
    Doesnt mean it isnt a negative though as negative reviews have been known to disappear, 
  • edited 28 February at 10:43AM
    hollydayshollydays Forumite
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    edited 28 February at 10:43AM
    photome said:
    hollydays said:
    Hatton Jewellers Ltd
    Reviews look good for that company (Trust Pilot) 
    Which means absolutely nothing.........Trust Pilot is a sham
    But neither does it mean it's a negative against the company.Their responses there seem very fair, particularly to the customer who complained their watch " looked like a ladies watch"( that's because it was a ladies watch..😂) Their ebay account seems ok.
    Doesnt mean it isnt a negative though as negative reviews have been known to disappear, 
    In theory yes, but on balance,their responses don't suggest a bad company imho. There are a very few negative posts, while some companies wouldn't even let those remain.
  • SonniRaddersSonniRadders Forumite
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    hollydays said:
    hollydays said:
    Did he not send them a photo with the email immediately which would have shown there was no security tag?Or film the unboxing? I'm guessing that trying to remove a security tag could cause a chain to break? Do they think this is a possibility?
    OP could you reply to this question.
    Yes, he’s sent all photos to them apart from the video of opening it. The tag, if it had of been on the chain would be on the clasp but the broken link is way down the chain so no where near where a tag would have been removed. Like stated no tag was attached so nothing to remove or break the chain.  When he opened the box the broken piece was just sat alongside the chain. 
  • SonniRaddersSonniRadders Forumite
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    Follow the advice previously given.

    And get your son-in-law to grow up.  If he can afford expensive jewellery, he can afford some manners when constructing a valid complaint. Potentially libelling a company in a fit of pique isn't a great way to proceed, even if (as seems) he's in the right.
    I quite agree he needs to watch how he is speaking to them, I have now taken over writing to the company as he does not know how to liaise correctly and politely. 
  • ToxicWombleToxicWomble Forumite
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    From the company response- interesting that they think it’s normal for people to buy clothes with a security tag and not be able to return if it’s been removed- pretty sure that covers all my purchases as usually the shop removes the tags at the till and never had an online order delivered with tags on
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