I sent a very precious item to Finematter for replating - a religious talisman/pendant. They employed DHL to collect it as part of the service I paid them for - I received a label from them and had to take it to a DHL drop off point. DHL lost it. The customer service from Siobhan Callahan (their Chief Operating Officer!) was appalling. I havent received a sincere or heartfelt apology once. All her communication was robotic, mechanistic and cold. All rote responses. She would take weeks at a time to reply, usually only when I would follow up, constantly deflecting responsibility to DHL and their insurance process. I have no interest in DHL or their insurance process. I understand in a literal sense that the error was theirs - BUT - I didn’t employ DHL to do anything for me or chose them as a courier. I paid Finematter alone for a service not DHL. They have taken NO accountability for the fact that ultimately, my necklace was lost inside the care of their process. It took months and constant badgering to receive the pitiful offer of €166.04 compensation. Apparently this is deemed “the value it would cost to replace it”. What Finematter do not care about is that although I can literally purchase another of these. I cannot replace it. This talisman was imbued with blessings from my teacher and from sacred sites in Nepal and India I will never revisit. For them to suggest I can simply buy another is insulting - no different than if they lost a piece gifted to you by your dead husband or great grandmother and suggested that you could simply go and buy an identical chain or bracelet again at any shopping mall jewellers. It is impossible for me to convey how irreplaceable this specific piece was and it’s significance. Never did they ask ME to place value on my pendant before collecting it. They themselves have offered no compensation at all - they are only offering to pass on the small insurance amount from DHL. They place no value whatsoever on the sentimental and deeply personal nature of my piece. I have asked directly for an appropriate gesture of compensation and as of yet they have failed to extend anything. Siobhan simply keeps referring to their policies. This is a business that cares about small print - not about you or the item you entrust to them. I am devastated by the loss of this talisman, and am entirely shocked by Finematter’s absolute lack of care and accountability. I deeply regret placing my trust in this company. DO NOT SEND ANYTHING YOU VALUE TO THIS COMPANY.
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Finematter is a leading platform for fine jewellery, with a focus on circularity. Jewellery is a sentimental and we believe it should last forever. Purchase a new, future heirloom, from the world's finest jewellers - handmade pieces, made specifically for you, local manufacturing, recycled gold. Renew your existing jewellery - our experts will repair and recondition your jewellery so you can enjoy wearing it again. Replate, repair, resize and refresh. Recycle your unworn jewellery to earn credit to spend on the site - the precious metal we recycle will eventually be used by our partners to make new jewellery helping create a more sustainable industry. Remodel an old piece - rework existing metals, gemstones, and pieces into a beautiful new creation that reflects you. Our expert team and makers will work with you to create a unique and timeless piece that can be treasured for years to come. See more
