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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To wonder if I could contact the police

88 replies

BagPusscatnip · 01/09/2016 13:57

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.

OP posts:
Oblomov16 · 01/09/2016 15:04

What the manager SAID today can't be relied upon. Verbal is no proof. She could deny she said anything, in a weeks time.
Please, fgs, put it in writing, at least, in an email, a recorded delivery letter, today.

Atenco · 01/09/2016 15:05

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

I agree, however the police may not see it that way

I do think seven days was madly generous under the circumstances.

Original poster
BagPusscatnip · 01/09/2016 15:05

I can only estimate the value of the watch as it is over 40 years old. I would estimate cost as £3000 or so Sad god I feel really sick about the whole thing.

And yes, I have been having to phone them every time. No one in store is falling over themselves to help me.

OP posts:
user1471734618 · 01/09/2016 15:06

It certainly sounds like theft but the police would probably say it was a civil matter IME.

RosieSW · 01/09/2016 15:06

This reply has been deleted

Message withdrawn at poster's request.

c3pu · 01/09/2016 15:08

There's nothing to suggest it's been stolen though, much more likely that is has been lost.

shovetheholly · 01/09/2016 15:09

Ring up and ask for the number for the head office, saying you have a complaint regarding the watch. The manager may suddenly become available.

Then get the number for the head office ANYWAY and register a complaint with them anyway about this whole thing. Be really polite, mention your father's distress, and detail the terrible service you've received from the store.

I don't think you've done anything wrong. You would think Ernest Jones would have reasonable security measures in place.

shovetheholly · 01/09/2016 15:10

If all that fails, contact your local newspaper or maybe a programme like You & yours! I find the threat of negative publicity works wonders in focusing minds. Wink

user1471734618 · 01/09/2016 15:11

I wonder if you and your dad would be up for 'Daily Mail sadface' - that would get them going!

Lweji · 01/09/2016 15:14

Tell them you will be going to the shop tomorrow afternoon and you will expect the watch there or compensation for it.

You keep giving 7 day deadlines and phoning. They'll just keep fobbing you off.
Go there and speak loud enough for the other customers to hear.

Then, if no watch and no compensation, start legal proceedings.

softboiledeggs · 01/09/2016 15:14

I'm sorry you are going through this a friend of mine had trouble with them also... Took in an expensive engagement ring and they told her it was given to another customer by mistake and that the customer had not returned to get their own ring. They were very hard work to begin with, also a lot of issues getting hold of management etc she never got her ring back but they did eventually compensate her cost of her ring plus extra. Hopefully you get yours back but I would agree use the force of Twitter.

Original poster
BagPusscatnip · 01/09/2016 15:14

Haha oh yes, my dad would LOVE the Daily Mail 'sad face' article!

OP posts:
Original poster
BagPusscatnip · 01/09/2016 15:16

Thank you everyone. I have received some brilliant advice from you lovely MNers

OP posts:
Buzzardbird · 01/09/2016 15:18

Firstly, you need to know where they have sent the watch. If you are in London or Birmingham it would normally be sent to the Jewellery Quarter. You need the phone number to contact the watchsmith and then you can find out from them what the real truth is, whether they received/despatched it back to store.
Once you have the correct information, you can take it from there.
Do not pay the over-inflated cost that EJ will charge you, pay the watchsmith directly. The stores usually charge you double for the work they get done by the Jewellery Quarter.

RosieSW · 01/09/2016 15:19

This reply has been deleted

Message withdrawn at poster's request.

Buzzardbird · 01/09/2016 15:20

...that is, of course if getting the watch back is more important than compensation? I assume it is as it appears to be sentimental to your Father.

LurkingHusband · 01/09/2016 15:23

Firstly, you need to know where they have sent the watch.

Why ? Surely that's the stores job ? All the OP needs is the watch back. Everything else is frippery. Especially as they have provided all and every piece of detail they can.

Nothing is guaranteed to make me hit the "litigate" button faster than being told by a store "what you need to do is ....".

No. What you need to do is rectify the situation. Endof.

Original poster
BagPusscatnip · 01/09/2016 15:24

Thank you so much Rosie.

Yes Buzzard definitely sentimental. He just wants it back and I am so afraid that that isn't going to happen. We are just outside of London, on the Herts border.

OP posts:
Oblomov16 · 01/09/2016 15:27

Facebook and Twitter are your friend right now.
I really mean that. And I don't use either that much, but they are very effective in this kind of case, and result in faster action.

Buzzardbird · 01/09/2016 15:30

If the store are not being helpful though and she wants the watch back, she needs to contact the watchsmith and not bother with incompetant middle man.

Buzzardbird · 01/09/2016 15:30

Ask them to tell you where they have sent it, you could save yourself a small fortune.

MrsRaymondReddington · 01/09/2016 15:38

OP - I worked for Ernest Jones for years. I know that that watch brand does take a very long time to get repaired, but if this wasn't communicated to you then it's unacceptable. If the watch has been lost then they may be stalling and trying to find it before they tell you it's lost. If it is lost, they should've taken photos of the watch before it was sent away so that they can compensate you to the correct amount. PM me if you want and I can give you the details of someone in customer services who is very helpful (providing she still works there), or if you need me to answer any other questions.

LurkingHusband · 01/09/2016 15:38

If the store are not being helpful though and she wants the watch back, she needs to contact the watchsmith and not bother with incompetant middle man.

Experience tells me the second a customer takes it upon themselves to do the stores work then all bets are off - it becomes "well you should have phoned", "you will have to wait 2 weeks until we faff about", "Why didn't you do this ?", "Why didn't you do that ?", "How about you try this ?"

Remember the scene in Fawlty Towers ?

(diner complains about the service)

BF: "You think I don't know. You just have to eat here. We have to live with it. But you can't get the staff !"
Diners Wife: "You were supposed to be complaining to him !"

NotMe321 · 01/09/2016 15:40

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

Only if there was an intention to steal. It's more likely that they've lost it.

I second everyone's advice that from now on you put absolutely everything in writing. If you do anything on the phone, follow it up with a letter or email confirming what has been said.

problembottom · 01/09/2016 15:44

Your poor dad. Great advice on here, I think contacting the CEO without delay is a must, I wouldn't waste any more time with the branch they sound useless and disinterested.

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