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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

treated like a common thief in high street jewellers.

46 replies

vbn123 · 22/04/2011 08:31

two weeks ago i put my dh's watch in to be repaired at a well known high street jewellers, the watch had been a gift for his birthday a few months ago and he had managed to break the pin but as i had taken out the extra insurance it was covered under this, the watch had been in twice before to get links taken in/out and both times we had dropped of and picked up no bother and with no id.

i was told the repair could take up to six weeks so was pleased to get a call on wed to say the repair was done and the watch was ready to pick up, we leave to go on holiday on tues so it was perfect timing.

we decided to pick it up on the way to the beach with our 3dc, i left dh in the car with the baby and took the older two dc into the shop with me to collect the watch.

when i went in i gave my name and said i was here to collect the watch, the female assistant asked for my reciept for the repair and i said i did not have it, noone advised me i needed it for collection and this had never been a issue before. she traced me on the computer using my surname and two address (have moved since watch was bought) the day i dropped the watch of my baby was getting really grumpy in her buggy and i could not even remember being given a reciept never mind knowing where it was.

she went through to the back shop and brought the watch through and asked if i had any id on me, i showed my switch card, army dependents photo id and also had my dh's army id on me and said if needed i would send him in so they could identify him, female assistant said she did not think it would be a problem to give me the watch but she had to clear it with her mananger, this meant i had to stand and wait on him finishing with a customer before he came over. once she finally did ask him he said no i was not getting the watch!! it was company policy that i could not get it without the reciept or id with my address on it.

i expalined no-one had told me this either when i dropped the watch of or when i was called to say it was ready (i was standing holding the mobile they called me on) i had never had this issue before with them, we had travelled round on a hot day with three dc and i could descibe the watch/ how much it cost/ what it looked like/ when it was handed in for repair/ what needed done but he said it was written on the reciept that i needed to bring it for collection then walked of to deal with someone else (very poor managment)!

i went out and spoke to dh who then went in and tried expalining once again, he was not happy with the responce he got so got the phone number for the head office to phone up and explain, he sat in the car outside the shop where we had parked when we first pulled up trying to sort it out over the phone while i went of to another shop, when i got back there was a security guard standing outside the shop who had been put there by the manager due to dh sitting outside the store!

after a few calls back and forward the person on the phone said the manager had been advised to give us the watch but as it was his final desicion we were not getting it BUT (heres the best part) they will post it out to us at the new address i gave them even though i changed it without showing any id.

the watch now wont arrive before we leave on holiday and given my past experience with the royal mail we will prob never see it again.

when i got home i managed to find the repair reciept and it says nowhere on it that i need to take it for collection, the whole carry on took so long that we never even got to the beach with the dc.

sorry for the long rant but aibu to think this manager for just being a total jobsworth?

OP posts:
fedupofnamechanging · 22/04/2011 08:36

Complain to their head office in writing. They should have phoned your mobile from the number they had on file to verify that you are the correct customer. Also your switch cards should have been sufficient proof of ID.

Unless you complain in writing though, this manage will continue to behave like an arse. Really, some people shouldn't be given any more responsibility than to breathe in and out.

LunaticIsOnTheGrass · 22/04/2011 08:36

YANBU - The guy sounds like a power-crazy little prick.

honeybehappy · 22/04/2011 08:36

If head office told him to do it then he should have done, i picked up my wedding rings without receipts, i thought i had it in my purse but i didnt. I just had to give my address and describe the rings.

Chil1234 · 22/04/2011 08:38

I should think, when you're the manager of a jeweller's, you've had plenty of people try to pull the wool over your eyes. If he was being overly careful, you have to see it from his perspective. BTW...of course you have to have the receipt to collect. I'd have thought that was obvious.

kormachameleon · 22/04/2011 08:38

This reply has been deleted

Message withdrawn at poster's request.

b1uebells · 22/04/2011 08:39

YANBU, he sounds like a total jovsworth!!

LoveBeingAbleToNamechange · 22/04/2011 08:40

What a knobber and sadly he has too much power Grin

Bloodymary · 22/04/2011 08:40

I hate these 'little men' that get pissed with power.

Tho I had to giggle at the security guard being placed at the doorway, did they really think that your DH was the 'getaway driver'.

onceamai · 22/04/2011 08:41

Whenever something is collected it is usual to present the repair receipt is it not. Shoes, dry-cleaning, and I certainly remember being given and producing upon collection a receipt when my engagement ring had to have a stone replaced. Had the store made a mistake and given my property to somebody else who had been unable to produce the receipt I would have been furious and would have expected a replacement foc.

Original poster
vbn123 · 22/04/2011 08:41

chil1234 surley a army id/switch card/ description of watch is being carefull enough?

a reciept could be dropped and picked up by someone.

as i said i did not even remember being given the reciept as it had never been a issue before.

i could see his point if i went in and said "i dropped of a siver £2000 ring and would like it back now please" but i had proper knowledge of this watch.

OP posts:
ConstanceFelicity · 22/04/2011 08:42

Name and shame.

Chil1234 · 22/04/2011 08:45

I'm sure army ID etc is OK in the average shop. But jewellers are in a different class. Some buzz you in and have 'airlock' type doors. They follow you around and hover as you look at stuff. They're an understandably nervous breed which is what comes of dealing with high-value items and watching Crimewatch. You don't know if they've had thefts recently. OK it may only be a watch in this case but I think, if you don't have a receipt, things are bound to get complicated.

Original poster
vbn123 · 22/04/2011 08:45

am i allowed to name and shame?

ok then its hm samuels.

i have used to shop loads in the past as dd's love the girly jewellery and tatty teddy figures etc but i will not be spending a penny in there again.

OP posts:
Bloodymary · 22/04/2011 08:50

Good on you for naming and shaming!

onceamai · 22/04/2011 08:51

I asked them to replace a battery once in a Tissot but they said they couldn't because it was a "real one" and they weren't insured! It was only a simple little gold watch with a black strap, nothing flash or even that expensive. Gave us all a laugh at the time.

SmethwickBelle · 22/04/2011 09:13

Petty bureaucracy and plain rude. YANBU.

MillsAndDoom · 22/04/2011 09:19

I can understand that they have to be careful to ensure that an item is returned to it's rightful owner, but they do seem a bit OTT, so no YANBU

marmaladetwatkins · 22/04/2011 09:20

Weird. I bought DH a pricey watch from H Samuels a few years back. The second hand stopped working so I took it in for repair, last year. All they asked for was my name and address when colelcting.

Sounds like the manager was power pissed. Complain.

ToriaPumpkinHead · 22/04/2011 09:27

onceamai I work in a jewellers (not Samuels) and in fact am in charge of the watch dept, if you brought me a Tissot I would tell you it's a lovely watch but that I wasn't touching it. Basically if I damage your watch in any way it will be me that pays to send it back to Tissot to be fixed as we are not insured to work on them nor do we have an account with them to have them mended if one of us slips up. And we do slip up.

As for the OP. I agree, over the top, complain. We get people in without repair receipts all the time, if they can confirm their address and sign for the repair we give them their item as it seems to be a very common thing to lose the little slip of green paper we give out!

Original poster
vbn123 · 22/04/2011 09:28

i'm still [buhmm] about it all.

The assistant was actually stood right in front of me holding my watch (well dh's) that i paid for and i could not get it home with me!

A bit beside the point of the original op but the watch was bought for dh the week after we found out he was ill last year. His birthday was on the saturday before he started chemo on the monday and he was over the moon with it so it also holds sentimental value, dh is now in remission and our holiday next week is much needed after a rubbish 6 months.

obv the manager did not know any of this but it makes me even more cross at him, how dare he withhold my dh's watch when he has been through so much already [childish]

I dont even know if they would have noticed my address has been changed and may send it out to the old house.

OP posts:
marmaladetwatkins · 22/04/2011 09:40

OK, vbn. I know this is frustrating and the manager was a card-carrying nobrot BUT having just read your last post, please don't let it spoil your holiday. Your DH (I assume) doesn't need the watch for holiday, so don't let it spoil your well-earned break. Put it out of your mind until you get home then complan your arse off when you get home. :)

marmaladetwatkins · 22/04/2011 09:41

When I say "doesn't need" I mean he is able to function without the watch... Not really the point, I know.

Original poster
vbn123 · 22/04/2011 09:43

thanks marmalade, it def wont ruin our holiday but i do feel a bit sorry for dh having to wear his other cheapy watch when his good one will by lying in a sorting office somewhere.

OP posts:
Mucha · 22/04/2011 10:23

I work for a jewellers similar to that one, and whilst I agree that he was heavy handed and over the top, I can see why they have to check every single detail. If you don't have the receipt then the details have to be checked. If they weren't checked then anybody who knows vaguely that you have a watch in for repair at the store could come and collect it. The guidelines are to protect you. Calling your husband on his mobile should have been sufficient however! Perhaps the person involved was relatively new and being overly cautious because of the change of address. I remember an incident where a woman came in to collect some items, only to find her ex fiance had come in to collect them (without receipts) and she was in absolute bits because of it. That's why keeping receipts is so important.

If a customer appears aggressive then sometimes a security guard is called (are you in a shopping centre?) - I'm not suggesting that this was the case, but perhaps it was perceived as such.

I wouldn't worry about the manner in which it is posted to you, because it will almost certainly be insured and sent via courier, not royal mail. Even if it is sent via royal mail it will be insured special delivery. I know the policies of the company, so I know the system! If you want peace of mind, call the store and ask them for the date it is sent and the number on the parcel.

RevoltingPeasant · 22/04/2011 10:27

vbn Not to worry you, but are you sure about trusting that watch to Royal Mail?

IIWY, now you have found the receipt, I'd ring and ask them not to send it via post but collect it when you get back. You will not get it any sooner for its being posted, and there is much less chance of it going missing.

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