Engagement ring delivered to incorrect address

simonefox

Pollycat said:

simonefox said:

I emailed the CEO of Ernest Jones and have had a response from the ‘Senior Customer Resolution Advisor at Ernest Jones Executive and Social Media Team’

She is investigating this. Let’s hope she can have the decency to open an investigation with DX

I think that may well do the trick.

And a certain customer services person may well get a rocket up her...

She deserves one at the very least.

Fingers crossed to both! Ha

68ComebackSpecial

simonefox said:

I emailed the CEO of Ernest Jones and have had a response from the ‘Senior Customer Resolution Advisor at Ernest Jones Executive and Social Media Team’

She is investigating this. Let’s hope she can have the decency to open an investigation with DX

When you get your refund then please take your custom to either an independent or manufacturing jeweller. You will get far better customer service and a higher quality ring for your money than a high street seller will offer. Just look at the constant sales and special offers they have on the high street - 50% off and they will still be making a profit because you're paying for the illusion they try to create that you are buying quality when it really isn't.

simonefox

68ComebackSpecial said:

simonefox said:

I emailed the CEO of Ernest Jones and have had a response from the ‘Senior Customer Resolution Advisor at Ernest Jones Executive and Social Media Team’

She is investigating this. Let’s hope she can have the decency to open an investigation with DX

When you get your refund then please take your custom to either an independent or manufacturing jeweller. You will get far better customer service and a higher quality ring for your money than a high street seller will offer. Just look at the constant sales and special offers they have on the high street - 50% off and they will still be making a profit because you're paying for the illusion they try to create that you are buying quality when it really isn't.

If we get a refund rather then a replacement I will definitely consider this. I have had my heart set on that ring for almost 18 months but understandably my boyfriend refuses to purchase anything from Ernest Jones again. 

I think especially at a time like this smaller businesses would benefit much more from our custom and would certainly provide a better service. Any recommendations of good jewellers would be welcome. 

paddyandstumpy

Isimonefox said:

68ComebackSpecial said:

simonefox said:

I emailed the CEO of Ernest Jones and have had a response from the ‘Senior Customer Resolution Advisor at Ernest Jones Executive and Social Media Team’

She is investigating this. Let’s hope she can have the decency to open an investigation with DX

When you get your refund then please take your custom to either an independent or manufacturing jeweller. You will get far better customer service and a higher quality ring for your money than a high street seller will offer. Just look at the constant sales and special offers they have on the high street - 50% off and they will still be making a profit because you're paying for the illusion they try to create that you are buying quality when it really isn't.

If we get a refund rather then a replacement I will definitely consider this. I have had my heart set on that ring for almost 18 months but understandably my boyfriend refuses to purchase anything from Ernest Jones again. 

I think especially at a time like this smaller businesses would benefit much more from our custom and would certainly provide a better service. Any recommendations of good jewellers would be welcome. 

I had my  engagement and wedding rings handmade by RTFJ, based in Sussex. 

He's the jeweller who occasionally appears on the Repair Shop. 

I would recommend him to everyone, he's so passionate about his craft and a real master craftsman. 

Pollycat

68ComebackSpecial said:

When you get your refund then please take your custom to either an independent or manufacturing jeweller. You will get far better customer service and a higher quality ring for your money than a high street seller will offer. Just look at the constant sales and special offers they have on the high street - 50% off and they will still be making a profit because you're paying for the illusion they try to create that you are buying quality when it really isn't.

Excellent advice.

Who do you think is paying for the chain shops on the high street, the fancy Christmas adverts, the glossy brochures?

A manufacturing jeweller could have made the same ring with probably better quality stone(s) for a cheaper price.

Actually, if I were you - with all the hassle you've had with EJ - I would ask for a refund rather than a replacement and go elsewhere.

With the lockdown easing, you may soon able to visit these shops in person.

Depending on location there are jewellery quarters where you will certainly get a better deal.

Or some people recommend using an online jeweller. I've seen some recommendations on here.

I would think you have enough proof now to justify a Section 75 chargeback (maybe someone who has done one before could confirm). Did you actually request a chargeback? I know you said up-thread that you contacted the bank.

simonefox

Pollycat said:

68ComebackSpecial said:

When you get your refund then please take your custom to either an independent or manufacturing jeweller. You will get far better customer service and a higher quality ring for your money than a high street seller will offer. Just look at the constant sales and special offers they have on the high street - 50% off and they will still be making a profit because you're paying for the illusion they try to create that you are buying quality when it really isn't.

Excellent advice.

Who do you think is paying for the chain shops on the high street, the fancy Christmas adverts, the glossy brochures?

A manufacturing jeweller could have made the same ring with probably better quality stone(s) for a cheaper price.

Actually, if I were you - with all the hassle you've had with EJ - I would ask for a refund rather than a replacement and go elsewhere.

With the lockdown easing, you may soon able to visit these shops in person.

Depending on location there are jewellery quarters where you will certainly get a better deal.

Or some people recommend using an online jeweller. I've seen some recommendations on here.

I would think you have enough proof now to justify a Section 75 chargeback (maybe someone who has done one before could confirm). Did you actually request a chargeback? I know you said up-thread that you contacted the bank.

Yes we filled out a chargeback form so just waiting to hear back. 

simonefox

So I emailed the CEO of EJ and he passed the email along to a senior manager to deal with on his behalf. They still do not accept liability but they are sending a replacement ring as a gesture of goodwill. Let’s hope this one arrives safe and there is no more stress haha.

Spank

You've given them the right address this time?

red_boots2

I love the old "It's not our fault, but here's a replacement because we're so nice" routine.

born_again

simonefox said:

Yes we filled out a chargeback form so just waiting to hear back. 

Only danger with a non receipt chargeback is all EJ need to contest is proof of delivery. That does not have to be to your address. Just proof it was delivered. Which you have already seen. 
So do not be surprised if it does get rejected.