Ring bought from Glamira

MattMattMattUK

gregspalding said:

Greetings all.
A few weeks ago, I ordeded am engagement ring from Glamira. The reviews on Trustpoilot looked good, and website looks prefessional.
However, the ring looks like it fell out of a party cracker. The website says thewy offer a 60 day return as long as the security label has not been removed, which it hasn't. 
I started a return request, which they processed, and send me a form by email to print out. However, there is no return address. I have no idea where to send it. They seem to not answer emails ( 4 or 5 in the last 10 days) and the chatbot on the site is just useless, ending up  in talking in circles. There is a phone number, which goes to a recorded message, asking me to email them!
What can I do? I'm several hundred pounds down, and the plan was to propose in Iceland in the first week of January when we are on holiday. 

From a quick look more than 90% of the positive reviews seem to be single review accounts using either quite specific or very generic language, I suspect that they are not real.

born_again

TBH. Given the fact this is supposed to be a worldwide co. The fact that there is no headquarters address listed is odd.

Alderbank

born_again said:

sarah1972 said:

I emailed them yesterday asking and got this reply. 

We understand your concern about shipping a valuable item such as your GLAMIRA Ring. To give you peace of mind, please know that your shipment is fully insured by us during the return transit. You can confidently use the DPD shipping label we provided earlier to send the ring back for resizing. Remember to include the printed return form with the ring in the package.

If you have any further questions or need additional assistance, please don't hesitate to get in touch.

Regards,

Andrea Bernardo
Glamira Customer Support

Thats interesting as it totally contradicts their T/C on returns. 

"We suggest that you send your item via an insured, traceable shipping method. GLAMIRA does not take responsibility for the loss or damage of items in transit."

Lots of fascinating contradictions in this thread.

The returns instructions presented above by @sara1972 say the customer must return the ring by DPD to PO Box 24115. However DPD's own instructions say:

Can I send a parcel to a PO box address?
No, you cannot send any parcels to PO box addresses, freepost numbers and NAPO addresses. 

I believe DPD and their agents refuse to accept items addressed to a PO box.
All carriers are the same, only the relevant national carrier (Royal Mail in case of UK) can deliver mail to a PO Box.

@gregspalding, please return to tell us the outcome after you have sent the ring back.

sarah1972

Got another reply from them whilst fishing. 

Thank you for reaching out to Glamira with your concerns. I apologize for any confusion caused. It is important to note that, while typically DPD does not deliver to P.O. boxes, our process is different. We have a special arrangement to facilitate the returns. You can use the provided DPD shipping label to return the GLAMIRA Ring Ambra for resizing. To proceed, please include the return form you've printed out inside the package. Our team will be ready to handle your request as soon as your package arrives at our local office. We ensure that all parcels are fully insured until they reach us, so you can rest assured that your ring is protected.

Should you require further clarification or assistance, please feel free to get back to us.

Regards,

Andrea Benrardo
Glamira Customer Support

RefluentBeans

sarah1972 said:

Got another reply from them whilst fishing. 

Thank you for reaching out to Glamira with your concerns. I apologize for any confusion caused. It is important to note that, while typically DPD does not deliver to P.O. boxes, our process is different. We have a special arrangement to facilitate the returns. You can use the provided DPD shipping label to return the GLAMIRA Ring Ambra for resizing. To proceed, please include the return form you've printed out inside the package. Our team will be ready to handle your request as soon as your package arrives at our local office. We ensure that all parcels are fully insured until they reach us, so you can rest assured that your ring is protected.

Should you require further clarification or assistance, please feel free to get back to us.

Regards,

Andrea Benrardo
Glamira Customer Support

It’s not uncommon for there to be arrangements in place with couriers to process returns. Although normal consumers may not be able to send parcels to PO Boxes, if the retailer has an account with DPD they may opt to send all the returns to one address, but for whatever reason not want to give this address to consumers - for example if it’s processed by a company like Whistl or Clipper/GXO. Consumers sending their packages to these logistic companies without the correct code means it may very well get lost in the process. 

If this is a massive international company and is legitimate it may outsource logistics to someone like Whistl/GXO to save building infrastructure in the UK. I don’t think it’s nefarious, and even if there is administrative staff in the UK, then I doubt they would want products turning up to their office instead of the warehouse. After all, you wouldn’t send your Amazon return to their London office. 

born_again

sarah1972 said:

Got another reply from them whilst fishing. 

Thank you for reaching out to Glamira with your concerns. I apologize for any confusion caused. It is important to note that, while typically DPD does not deliver to P.O. boxes, our process is different. We have a special arrangement to facilitate the returns. You can use the provided DPD shipping label to return the GLAMIRA Ring Ambra for resizing. To proceed, please include the return form you've printed out inside the package. Our team will be ready to handle your request as soon as your package arrives at our local office. We ensure that all parcels are fully insured until they reach us, so you can rest assured that your ring is protected.

Should you require further clarification or assistance, please feel free to get back to us.

Regards,

Andrea Benrardo
Glamira Customer Support

I like the mention of resizing using the DPD label.
Begs the question of why is it there, when they have already mentioned returns. Or are they saying that the DPD label is only for resizing returns?

@sarah1972 thanks for the digging. Seems the hole is getting deeper with each reply 🤣

sarah1972

born_again said:

sarah1972 said:

Got another reply from them whilst fishing. 

Thank you for reaching out to Glamira with your concerns. I apologize for any confusion caused. It is important to note that, while typically DPD does not deliver to P.O. boxes, our process is different. We have a special arrangement to facilitate the returns. You can use the provided DPD shipping label to return the GLAMIRA Ring Ambra for resizing. To proceed, please include the return form you've printed out inside the package. Our team will be ready to handle your request as soon as your package arrives at our local office. We ensure that all parcels are fully insured until they reach us, so you can rest assured that your ring is protected.

Should you require further clarification or assistance, please feel free to get back to us.

Regards,

Andrea Benrardo
Glamira Customer Support

I like the mention of resizing using the DPD label.
Begs the question of why is it there, when they have already mentioned returns. Or are they saying that the DPD label is only for resizing returns?

@sarah1972 thanks for the digging. Seems the hole is getting deeper with each reply 🤣

They only mentioned resizing as I emailed them asking about sending my ring back to be resized to just get the info out of them. They do free resizing so I was querying the return process for it x

cymruchris

sarah1972 said:

born_again said:

sarah1972 said:

Got another reply from them whilst fishing. 

Thank you for reaching out to Glamira with your concerns. I apologize for any confusion caused. It is important to note that, while typically DPD does not deliver to P.O. boxes, our process is different. We have a special arrangement to facilitate the returns. You can use the provided DPD shipping label to return the GLAMIRA Ring Ambra for resizing. To proceed, please include the return form you've printed out inside the package. Our team will be ready to handle your request as soon as your package arrives at our local office. We ensure that all parcels are fully insured until they reach us, so you can rest assured that your ring is protected.

Should you require further clarification or assistance, please feel free to get back to us.

Regards,

Andrea Benrardo
Glamira Customer Support

I like the mention of resizing using the DPD label.
Begs the question of why is it there, when they have already mentioned returns. Or are they saying that the DPD label is only for resizing returns?

@sarah1972 thanks for the digging. Seems the hole is getting deeper with each reply 🤣

They only mentioned resizing as I emailed them asking about sending my ring back to be resized to just get the info out of them. They do free resizing so I was querying the return process for it x

So that could be a return to a random person somewhere that deals only in resizing rather than a returns processing centre. Returns for resizing might be very different to returns for a refund. 

sarah1972

cymruchris said:

sarah1972 said:

born_again said:

sarah1972 said:

Got another reply from them whilst fishing. 

Thank you for reaching out to Glamira with your concerns. I apologize for any confusion caused. It is important to note that, while typically DPD does not deliver to P.O. boxes, our process is different. We have a special arrangement to facilitate the returns. You can use the provided DPD shipping label to return the GLAMIRA Ring Ambra for resizing. To proceed, please include the return form you've printed out inside the package. Our team will be ready to handle your request as soon as your package arrives at our local office. We ensure that all parcels are fully insured until they reach us, so you can rest assured that your ring is protected.

Should you require further clarification or assistance, please feel free to get back to us.

Regards,

Andrea Benrardo
Glamira Customer Support

I like the mention of resizing using the DPD label.
Begs the question of why is it there, when they have already mentioned returns. Or are they saying that the DPD label is only for resizing returns?

@sarah1972 thanks for the digging. Seems the hole is getting deeper with each reply 🤣

They only mentioned resizing as I emailed them asking about sending my ring back to be resized to just get the info out of them. They do free resizing so I was querying the return process for it x

So that could be a return to a random person somewhere that deals only in resizing rather than a returns processing centre. Returns for resizing might be very different to returns for a refund. 

Quite possibly.