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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
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.