Ordered a bespoke engagement ring, which turned out beautiful. Ordering process was easy, and we were updated well during that initial process.
Once received, we needed to arrange a resize. The service from this point on was poor. I emailed them, as they suggest, to enquire and no one responded - even to this day, months later, no one has responded. I called, eventually got through, and they said drop the ring off and the resize will take 10 working days. We did so, easy enough, but 5 weeks later we were still waiting. Fortunately when we left the store we thought to ask the salesperson for their email address as a point of contact, and so we were chasing them directly for updates afterwards. If we had not have done so, we would have received next to no formal updates from A&B on where the ring was, what was happening, how much longer, nothing - just an email to say that they had it in the workshop, and then an email several weeks later to say it was being dispatched to us. Credit to the salesperson for answering our chasers when they did not have to do so, but even then it was not particularly great - we were told to expect it to be returned one week, radio silence the next, and then we would have to chase again and so on. At one point we were told there was a new delay because the ring failed a quality check, of which I appreciate them taking the effort to ensure the quality, but 5 weeks compared to the initially promised 10 working days is still shoddy. Most independent ring stores we visited could turn a resize around in a day or so (even when in heavy demand).
For the price being paid, I expected far better customer service - my main gripe is that we should not have to ask for a contact and then chase an individual employee for basic updates when a valuable sentimental item is involved. We were worried sick thinking it was a scam! They need to update customers throughout, and desperately work on their process for doing so.
Fortunately, after eventually complaining, the ring was suddenly ready the next day and dispatched to us directly. The resized ring was as expected and good quality, which is appreciated. However, and it is sad to say, the absent customer service ruined the experience for me, the anxiety and worry of wondering what was happening makes me very nervous about interacting with this company again in the future. Which is a shame, because the final ring received was lovely.
Ps - they emailed me updated certificates/valuations for the resized ring, and said to email them back to request paper copies, which I did. Guess what - I have not heard back from them yet whatsoever.
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