As a returning customer with a significant purchase earlier this year, I am quite dissatisfied with my recent experience. A ring bought as an anniversary gift needed a size exchange, which the boutique assured would be handled. 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 to complete the exchange, I was wrongly accused of wearing the ring extensively, when in fact it was only worn briefly for sizing. I felt pressured to pay a £160 polishing fee, with the store manager dismissively stating that “£160 is nothing” and insisting I should just pay it. After several weeks of raising the issue, the fee was finally waived. Yet, I later received a written confirmation that my ring was ready at the boutique, which turned out to be false. When I went in person, the ring was not there, the staff were unprepared, and I had to wait several additional hours due to internal miscommunication. The problem was not the exchange itself, but the ongoing miscommunication, lack of accountability, dismissive attitude, and the time and stress this caused. For a brand of this caliber, the service was far below the expected standard.
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