Review Time
I paid £65 to have my gold vermeil ring replated in 18 Karat gold, 2 micron thickness as it stated that this would be 'very durable'. The process was quick and easy and I received my ring back swiftly and was pleased with the plating. However, after 8 days of wearing (taking off in the shower & at night) the plating was wearing off and looked more silver than gold. I contacted customer services only to be told that I should have gone for 3 microns of plating even though the website states 2 microns is very durable. Also, why offer 2 microns for a ring if it won't last just 8 wears? I was shocked that the plating had come off after 8 days and wasn't offered a refund. I've worn Monica Vinader rings for years and the plating has never worn off to this extent. What followed was 8 back and forth emails and no offer of compensation or indeed replating the ring. I was just told it was my error as I should have gone for the most durable plating (3 microns). There was no acceptance that 2 microns of plating should not wear off in 8 days. When I suggested that they replate as a gesture of goodwill and I pay the extra (£35) to have it done with 3 microns this was turned down. It was only when I compared their service to reputable brands like Monica Vinader that this offer was accepted. I had to place a new order of £100 and then they said they'd refund the £65. In fact I was only refunded £58 - don't know why but I couldn't be bothered to quibble. I've never had such poor customer service and lack of accountability. Next time I'll use my local jewellers. Will be interested to see how long this plating lasts for.
Update: Item is still not here and no update whatsoever on what's causing the delay or when I can expect it. Absolutely not good enough. Disappointed that I ordered this in August and it's still not here. Was for a birthday present and that's come and gone. When I ordered, order confirmed delivery would be by 8th October.
Really disappointed with the lack of communication and missed deadlines from Finematter. I had trusted them to replate my late grandmas ring for me to wear on my wedding day and they have completely failed me. Promised updates on the whereabouts of my ring have never been acted upon, just excuses that they have taken on too much work. With my wedding in 6 days and no update I can only presume my ring has been lost or broken and will not be with me for my day. Exceptionally disappointed as I ordered with a few weeks spare in case of issues, but Finematter have well and truly let me down. I would recommend not to trust them with your sentimental pieces.
My order seems to have disappeared into a black hole despite paying in advance.Unable to speak to any one and ‘live chat’ offers no responsive communication or support.It’s been nearly a month and I have absolutely no idea where my piece of jewellery is (sent for gold plating), whether it’s being processed or whether it’s been completed and being returned.I cannot seem to speak to anyone. My only recourse would seem to be to make my way to their London address in person.Not sure if I’ll ever see my jewellery again or even get my money back.
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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
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