As a loyal customer, including a recent purchase of wedding rings, I am very disappointed with my latest experience. A ring bought as an anniversary gift required a size exchange, which was promised by the boutique. However, due to the correct size being unavailable, it had to be ordered from Italy, causing a delay of 4–5 weeks. When I returned, I was wrongly accused of having worn the ring extensively, despite only trying it on briefly for sizing. I was pressured to pay a £160 polishing fee, with a dismissive comment from the manager stating it was a trivial amount. After escalating the issue, the fee was waived, but I later received a misleading confirmation that my ring was ready, which was untrue. Upon visiting the boutique, I found that the ring was not there, and staff were unprepared, leading to a lengthy wait due to miscommunication. The core issue was not the exchange, but the lack of clear communication and accountability, which caused significant stress. The service did not meet the expectations for a brand of this reputation.
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