Dismissive staff
My fiance bought my engagement ring here. I love it, it's so beautiful. It came in a beautiful large ring box inside a bigger box that had a drawer to hold the cert. The ring was too small though so we went in to have it resized. The women that day were lovely. We left everything with them and were told they would contact us when the resized ring came in. My experience collecting my ring wasn't as nice. When it was ready I went to collect it. I was handed a ring, asked "is this it?" I gave my name again and she said, "ya I think this is it". She then gave it to me in a little plastic box. I waited for her to get the boxes I left with the original ring but she just stared at me and asked was there something else. I said I was waiting for the box I left the ring in when I dropped it in. She made me feel like such an inconvenience. Then her colleague said just grab a box from the back. She then gave me a small ring box and walked off. Not the beautiful arrangement the original came in. I was upset. I mean, this was my engagement ring that my fiance had spent a few thousand on in that store. I was so excited to collect my ring that day so I could finally wear it. The staff that day just took some of the specialness out of it. I was originally planning for us to get our wedding bands there but don't think I will now. I know it was only one staff and maybe she was having a bad day but those things can really stick with you.
Odpowiedź od Neville Jewellers
Clodagh,
Thank you for taking the time to leave such a detailed review. I’m delighted to hear that you love your engagement ring, but I’m genuinely disappointed to read about your experience when you returned to collect it after resizing.
An engagement ring is an incredibly special purchase, and collecting it should have been an exciting moment. You should have been welcomed properly, your ring should have been clearly identified and presented to you with care, and the original presentation packaging you left with us should have been returned. From what you have described, we fell well short of the standard of service we expect from ourselves.
I’m particularly sorry that you were made to feel like an inconvenience. Whatever the circumstances on the day, that is not how we want any customer to feel, particularly when collecting something as important as an engagement ring.
I would really appreciate the opportunity to put this right for you and to restore some of the confidence you originally placed in us. If you would be willing to contact me directly at the store, I will personally make sure that your original presentation packaging is replaced and that everything is as it should have been.
I also completely understand why this experience has made you reconsider coming to us for your wedding bands. I hope we might have the opportunity to earn back your trust rather than simply expect it.
Thank you again for bringing this to my attention, and please accept my sincere apologies.
John Neville
Neville Jewellers