After entrusting Finematter with my cherished necklace for gold replating, my experience turned out to be nothing short of a nightmare, which is somehow continuing months later. Not only did my necklace get sent to the wrong city on its way back to me, but the company's response was staggeringly inadequate and my “2-3 year gold replating” has only lasted 6 months.The Lost Necklace Ordeal: My piece was somehow sent to an entirely different city upon its return to me - right street address, wrong zip code - a result of complete carelessness. Despite Finematter's assurance of resolving the issue over the course of 15 days, I found myself playing detective to track down my own necklace, eventually traveling to another city to retrieve it without any help from Finematter. They also didn’t provide a tracking number until I asked for it.Communication Breakdown: The fact that their customer service is based in England added another layer of frustration due to the time zone difference. This limitation meant I could only correspond once every 24 hours, significantly prolonging the resolution of my predicament.Misleading Service Practices: Months later, I discovered another unsettling fact - Finematter's policy is to not replate the metal type of my necklace, which was only relayed to me when I reached out to their customer support about my necklace tarnishing after 6 months. This crucial piece of information was never communicated to me, despite them gladly accepting my payment initially. Their response was to reinforce their policy, which was never communicated to me by Finematter when I first submitted details of my necklace or sent the necklace in.To be fair: The customer service person is very nice and they did attempt to remedy the lost-jewelry situation by refunding the cost of the replating and offered me a gift card. I was grateful for that and hoped to become a Finematter advocate. However, upon the most recent discovery of the 6 month tarnishing and poor upfront communication on their policies, I am strongly discouraging anybody from going through the hassle of working with this company.Conclusion: My ordeal with Finematter has been a series of disappointments and frustrations. The lack of transparency, poor communication, and subpar service quality make it impossible for me to recommend their gold replating service, especially if you are based in the US.
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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
