Monica Vinader lost my ring when it went in for repairs

AndreaM1

I sent my ring in for repair under the 5 year MV warranty last November and they lost my ring! We were only told this in March after much chasing up. We were offered £100 voucher and my ring back initially which we accepted as at this stage it was just the timescales that were in question and then they said the ring was gone/recycled by mistake.
We were offered another £100 voucher but I wanted a replacement which they did not offer.
The ring was £250 but we only paid £100 in the sale, I cannot get a replacement as the £200 doesn’t cover it and also they do not make the ring anymore. 
I don’t feel happy with £200 vouchers or the way customer service treated myself and my husband. It felt like it was our fault.
Do I have any rights or do I have to accept their offer. I feel very let down and really don’t want to shop there again so really don’t want to use vouchers.
Any suggestions as to what I should do?

MorningcoffeeIV

You could ask for cash, but I would expect the amount to be lowered to what you paid for the ring - ie £100.

tacpot12

If you have home insurance, check to see if you have legal expenses cover. If you do, call the Insurance Helpline provided by your insurer and ask them if there is a legal basis on which you could get compensation for how you have been treated.

If there isn't, you will only be able to get a refund for what you paid for the ring. I think I would buy from somewhere else in future. 

AndreaM1

MorningcoffeeIV said:

You could ask for cash, but I would expect the amount to be lowered to what you paid for the ring - ie £100.

In all honesty I think I would prefer that so I don’t have to shop there again. The guy that dealt with us wouldn’t pass us up the chain to his boss, he basically said this is what you are getting and there’s no discussion.

AndreaM1

tacpot12 said:

If you have home insurance, check to see if you have legal expenses cover. If you do, call the Insurance Helpline provided by your insurer and ask them if there is a legal basis on which you could get compensation for how you have been treated.

If there isn't, you will only be able to get a refund for what you paid for the ring. I think I would buy from somewhere else in future. 

Ha! Just checked and I didn’t tick the legal cover box so no legal cover ☹️ I honestly thought they would apologise and mean it and send me some different options. I would have been happy with a similar ring but now because of how rude the guy was I just don’t want to deal with the company again.

tightauldgit

Your rights only really extend to making you good on your loss. Which would be the value of the ring. How you value it is open to interpretation but I imagine the retailer would argue it was 100 new less whatever wear and tear it's had in the meantime. 

You should be able to get cash though. I dont think a retailer can insist you take a voucher for something like this. But they don't have to offer you the same 200 in cash 

Pollycat

AndreaM1 said:

MorningcoffeeIV said:

You could ask for cash, but I would expect the amount to be lowered to what you paid for the ring - ie £100.

In all honesty I think I would prefer that so I don’t have to shop there again. The guy that dealt with us wouldn’t pass us up the chain to his boss, he basically said this is what you are getting and there’s no discussion.

I'd have contacted the company via their 'contact us' options shown on their website.

sheramber

As the ring was sent 'for repair' what would be the value of a damaged ring?

bris

tacpot12 said:

If you have home insurance, check to see if you have legal expenses cover. If you do, call the Insurance Helpline provided by your insurer and ask them if there is a legal basis on which you could get compensation for how you have been treated.

If there isn't, you will only be able to get a refund for what you paid for the ring. I think I would buy from somewhere else in future. 

There is no legal basis for compensation, law covers losses not compensation.

Technically the loss is a £100 ring, that was the cost of the ring, anything else is just at the customer services dept discretion

Legal compensation such as airline delays are written into law, a lost ring is not.

tightauldgit

sheramber said:

As the ring was sent 'for repair' what would be the value of a damaged ring?

As it was due to be repaired under warranty it shouldn't make a difference. Customer is due an undamaged ring or equivalent value.

DullGreyGuy

tightauldgit said:

sheramber said:

As the ring was sent 'for repair' what would be the value of a damaged ring?

As it was due to be repaired under warranty it shouldn't make a difference. Customer is due an undamaged ring or equivalent value.

They would be entitled to the value of a secondhand ring that has been repaired. Depending on the nature of the repair that may or may not impact its value.