Personalised jewellery not as photo

summerydots

I’ve ordered a necklace from a website that is plastered all over social media and endorsed by many celebrities. It’s a personalised necklace with intials and a stone. The stone I ordered was like a pearl appearance on the photos online, but it has arrived and it’s a clear stone which to be honest just looks like the stone is completely missing. I’ve contacted them and they have said it’s right as the stone I ordered is clear, but the photo definitely shows a pearly coloured stone and not a clear one! 

Obviously the item is personalised so I can’t return but I just wondered if I have any leg to stand on with this? It’s nothing like what I ordered and wasn’t cheap so feel a bit disappointed in all honesty! 

I’ve attached photos of what I received - it should be the ‘April’ stone. 

Slinky

TBH what you have received looks more like what I would have expected of something described as 'diamond', which are in the main, transparent stones. The graphic card looks pretty poor. Peridot is pale green for example and on my screen it looks a pretty sludgy colour. I think a Moonstone would have been more like what you appear to have been expecting.  Are they able to swap out the diamond bit for a moonstone?

Alderbank

First of all, I think you got exactly what I would have expected. Your photo is a clear glass 'stone' which is what I would expect from the description 'April - Diamond'.
Your screenshot is not a photo, it is watercolour paintings. The advertiser uses paintings to give an impression of the appearance. If I had received an opaque stone from the description 'diamond' I would have been disappointed. None of the images look like pearl to me, perhaps the moonstone or opal might be closest.

Nevertheless this is a distance sale so your consumer rights allow you to return it for any reason or no reason provided you clearly inform the seller you are rejecting it within 14 days of  receiving it.

Who did you buy it from and which country are they in?

Edited to add:

It is personalised in the sense that they have used the two initials you told them but this is not a bespoke piece. The assembler has a stack of left-hand chains with different initials, right hand chains and the twelve different clasped stones.  They just pick out the three pieces you have ordered and nip the two open links closed, a trivial task for a jeweller (or more likely the nimble fingers of a child in Sri Lanka). You picked from a list. It can be returned.

summerydots

Yeah i think the description of diamond would be fine if the photo wasn’t misleading, but to be honest the stone isn’t even a diamond it’s literally clear. 

The company is called Abbott Lyon and since I’ve received this all I've found is terrible reviews which is a shame. 

I could ask about change of stone though maybe the moonstone would be better! That’s good advice thank you. 

They also need to change that pic because it doesn’t not give a ‘clear’ stone impression at all and looks nothing like a diamond either. 

It honestly just looks like the stone has fallen out and for the price it’s just really disappointing so wanted to see others thoughts whilst I wait for a response from customer service. 

Alderbank

summerydots said:

Yeah i think the description of diamond would be fine if the photo wasn’t misleading, but to be honest the stone isn’t even a diamond it’s literally clear. 

Of course it's not a diamond.
It's about 4 carats in size. You won't get a 4 carat diamond for seventy five quid!

It's a bit of glass. That's why it is clear and has no sparkle, no fire, so you hardly notice it.

summerydots

Oh come on I wasn’t expecting an actual diamond quite obviously meant an imitation diamond. But even a cubic zirconia or a ‘diamond’ look a like from primark for £1 isn’t what I have received. 

gwynlas

Perhaps your post will help others in not responding to mis leading ads for cheap jewellery made to look bespoke. The price you have paid is perhaps as much as five times hat you might have paid for a sterling silver pendant in a regular jewellers.

Emmia

gwynlas said:

Perhaps your post will help others in not responding to mis leading ads for cheap jewellery made to look bespoke. The price you have paid is perhaps as much as five times hat you might have paid for a sterling silver pendant in a regular jewellers.

The influencers have to be paid somehow!

Personally I'd just buy the items needed from Etsy or similar and make this necklace myself - its not difficult, and would cost a lot less than £75.

born_again

I’ve ordered a necklace from a website that is plastered all over social media and endorsed by many celebrities

That line alone has alarm bells ringing. Are you sure that the clebs? have endorsed them? Or is it like ML endorsing Crypto investments...

As others a diamond is clear, so you have got what was ordered.

summerydots

Thanks everyone. Wasn’t really looking for comments on my misled purchase - it’s quite obvious that I should NOT have even bothered with ordering from here as as you have stated they are selling essentially cheap tat for 5 x it’s worth. That was kind of the reason for my post…. Unfortunately I lack the time or skill to make my own jewellery - perhaps based on my experience it’s something to look into as clearly selling below par products is acceptable in this day and age. 

And yes - the celebs have endorsed - Stacey Solomon, Olivia Atwood, Gemma Owen to name a few have their own ranges with this company (yes before the comments start I know not A-list but influencers with plenty of followers who will be misled the same way I have been) 

some of the advice/comments here have been helpful though so thanks for those! 

RefluentBeans

Have you asked if you can return it? They state 100 days return policy on the product page, and doesn’t appear in the ‘name’ section of the site. Did you get custom engraving? If not - just return it. 

To me, the product is what you’d expect - diamonds are clear, but can see that the images do look different. I’m not sure if that meets the ‘faulty as not as described’ part of the CRA. 

Fwiw - for plated jewellery and imitation gems with no added engraving, that company is really expensive.