I have a Sarah and Sebastian necklace that cost $380. I would expect such a necklace to last more than 3 wears, but it snapped on the 3rd wear. I’m still within the 2 year warranty period.
I went into a store to see if I could get it repaired. They informed me they no longer stock 10 karat pieces so can’t repair it - that’s fine. I was expecting therefore, given Australian Consumer Law, to be offered reimbursement for any out of pocket repairs. They flatly said no but how about a 30% store credit? Getting 30% back on a necklace that snapped with barely any wears does not feel like adequate compensation.
I then wrote in via the website the same day and didn’t hear back - didn’t even get a confirmation email. I emailed their listed email. Didn’t hear back and no confirmation. Tried to go via their website return portal - but it just has this weird thing where it almost looks like the portal has glitched (it’s too fast for me to catch the words) and then on the next page it talks about credit - but I literally don’t even know how much credit or what’s gone wrong that it doesn’t have anything about repairs, because the page before flashes up too fast and when you press back you can’t get to it.
Really frustrating. I’ll be calling on Monday to see if the phone customer service is any better, but if not I will probably be lodging a complaint.
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