To wonder if I could contact the police

[BagPusscatnip]

Back in July (the 6th) I took my dad's valuable vintage (40 years old) watch in to Ernest Jones to be repaired. They gave me a receipt and told me that they would send it back to the manufacturer to get a quote on a repair. After a month I still hadn't heard anything so I phoned to chase it up. Eventually, after me ringing for days and even going in to the shop, they told me that it was still with their head office. At this point I told them I wanted it back as soon as possible without repair (my elderly father was becoming a bit distressed at this point). The manager said that was fine and that it would take 10 to 14 days to arrive back in store. It has now been another 3 weeks and still no watch. I phoned the shop again yesterday but the manager wasn't there, I did however tell the assistant that I was giving them 7 days to get the watch back to me and asked for the manager to phone me tomorrow (now today) when she was back in. It is now nearly 2pm and the manager still hasn't phoned me back. I called an hour ago and was told that she was with a customer. I am going to phone back again shortly, but AIBU to tell them that I will be contacting the police if I don't get some kind of resolution today? Thanks in advance.

[user1471734618]

yes I would contact the police now, on 101, obvs.
Sounds like they are crooks.
Did they give u any kind of receipt?

[user1471734618]

oh yes I see you have one.
In that case you have a strong position.

[KickAssAngel]

I'd be more general - say you will be taking legal action. It may be that the police wouldn't be interested, but you could look at a letter or small claims court.

[BagPusscatnip]

Yes I got a receipt, which I still have.

I'm just so unsure of what to do. I've taken my Longines watch in there lots of times for repair and battery change etc. I could kick myself though as this is my dad's vintage Jaeger Lacoultre. And he is becoming really distressed by not getting it back.

[90daychallenger]

Do you have precise dates of the visits and phone calls and who you spoke to?

I would start off by writing it all down (as you've done here) with very specific details in a letter

I would then deliver this in person to the manager at the store, send it to their head office and send it to the CEO if you can get their details.

In that letter I would give them five days to return the watch otherwise you will going to the police and the press.

The issue is that if you go to the police today, the store could just play the innocent. I always think if you have everything in writing and make your intentions clear, there's no way they can deny it.

Your poor father

[90daychallenger]

Agree with PP, 'taking legal action' sounds better than going to the police.

[BagPusscatnip]

Thank you 90day. I will do all of that today. I just can't believe it. I mean we are talking about Ernest Jones not some back street pawn shop. My dad is 86 and obviously I don't want him to be upset by this. I feel a bit sick about it all to be honest.

[MissKittyCat]

They have an active Twitter account and seem to respond to complaints on there, so you could try tweeting them.

[c3pu]

It's not a criminal matter as far as I can tell, so the police wont get involved.

Instead you should be looking into pursuing a claim in the small claims court if things are not resolved to your satisfaction.

[BagPusscatnip]

Th bank you everyone. I have just phoned again and spoken to the manager who said that the last she heard was that it was being returned to store, but obviously it hasn't been. She is chasing it today and I have told her that if I haven't got it back within 7 days I will be instructing a solicitor.

[SpiritedLondon]

As someone else as stated its not a police matter - it's civil. Just for reference.

[VioletBam]

Can you not get the number for the manufacturer and chase them? I would. I'd want confirmation from them that they had it at all! I would not trust that manager, she sounds like she doesn't know what she's doing!

[mouldycheesefan]

I would write to their head office stating you want the watch returned within 7 days copied to the actual shop.
It's not a police matter.

[Creampastry]

Call head office and follow it up with an email

[Creampastry]

Start putting everything in writing and get names.

[Gazelda]

Ernest jones let me down badly a few years ago. The branch staff were hugely pleasant and helpful, but the wider organisation systems and policies left me disatisfied (and out of pocket).
I complained to the CEO and had a very helpful response from his office. They acknowledged my concern and went to great pains to resolve it satisfactorily. I was very impressed with them, the treated me as a human with feelings, and did their best to remedy my loss (emotional as well as financial).
If you don't get satisfaction from the store, I really recommend you contact the CEO with a factual complaint.

[Sara107]

It sounds like they've lost it. Keep at them - but solicitor rather than police!

[CoolCarrie]

Frankly I would not give them seven days, if I was in your position I would tell them you want it back in the store, for you to collect next Monday, they are a big company & can have it couriered asap. Get in touch with Jaeger L C themselves, explaining your dad's age, etc and see what they can do for you. At least then the watch will be fixed by the manufacturer, and not a middleman.

[CoolCarrie]

Sorry your dad is upset, my dd is also 86 & things like this are distressing for them & for you too.

[CoolToned]

It does sound like they lost the watch. :(

[BagPusscatnip]

Gazelda do you have any details for the CEO you could PM me please?

[CoolCarrie]

I also noticed that you are the one who has had to do the calling to EJ, that is not on! They should be falling over themselves to contact you! Blast them on Twitter & everywhere else you can !

[thisismeusernameything]

I'm sorry they've lost your dads watch but it's a civil matter. The police quite rightly will tell you to go away.

You need to write to them with full details of everything that has happened with an estimate of what it will cost to replace the watch with an item of similar value.

[CoolToned]

Just out of curiosity, how much does the watch cost?

[Mynestisfullofempty]

About "It's not a criminal matter" Theft is still a crime, isn't it?