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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:
GarlicMist · 01/09/2016 15:48

Well done for pursuing it, BagPuss. They did this years ago with an antique watch of mine - a West Midlands branch. I'd not had the watch valued, but it was solid gold and my grandmother was wearing it in her wedding photo :( I got fed up with being put off and decided to take it as an expensive lesson. You're doing the right thing.

I wonder how many flaming watches they've "lost"??

GabsAlot · 01/09/2016 15:49

ive used them a couple of time but just wont risk it with a watch my mum bought me-they get u to sign something, i assume u did- to cover themsvles for loss

but thats not the point when its sentimental

hope u get it back

Buzzardbird · 01/09/2016 15:51

Experience tells me that I worked in the industry for 20 years.

creativevoid · 01/09/2016 15:53

I don't think it has been stolen or lost. I had a watch repaired at Ernest Jones a few years back and it ended up taking 5 months. They are totally incompetent and intentionally make it almost impossible to contact customer services. I ended up E- mailing the company secretary, the only contact info I could find after extensive googling, and finally got some action. I ultimately got the repair for free and some diamond earrings but it was not worth the stress and hassle. Go straight to the top- unfortunately this is the only way to get things done. And next time go to John Lewis.

90daychallenger · 01/09/2016 15:54

Will you update us OP when you decide what you're going to do? I'm really hoping this gets resolved. Will look out for you in the Fail- sad faces at the ready.

rosesarered9 · 01/09/2016 15:57

As PP have said, write down times and dates of phone calls - either from the log if calling from a mobile or from your operator if calling from a landline.

If they don't return it within a week, go onto Twitter and Facebook, especially Twitter. If within a week of that they don't return it, they've probably lost it and don't want to own up, so you can take them to a small claims court. For amounts under £10 000, there is only an informal hearing.

Original poster
BagPusscatnip · 01/09/2016 15:57

I didn't sign anything Gabs they just took it and gave me a detailed receipt. So at least they will have to compensate if it is lost.

Anyway the latest update is; the manager has just phoned me and said that she has been on the phone with the Jaeger Lecoultre rep in the UK and the watch has 'mistakenly' been sent to Switzerland for repair, even though I said that I wanted it back. The manager said that she has gone mad at them on my behalf and that it will now take another 2 weeks to recover it from Switzerland. She said that her area manager is coming in tomorrow and that she will brief him and then phone me to advise about compensation etc. I have told her to speak to the manager about organising a courier to have it returned ASAP. I'm just hoping that this is the truth Hmm

OP posts:
TheCompanyOfCats · 01/09/2016 16:05

Tweet them with a link to this thread.

Buzzardbird · 01/09/2016 16:07

2wks from Switzerland? Fibbers.

amusedbush · 01/09/2016 16:10

Two weeks to recover it? It's Switzerland, not one of Jupiter's moons!

They know where it is now so they can arrange for it to be overnighted to the UK - at their great expense.

I'm so angry on your behalf, OP! Angry

whywonthedgehogssharethehedge · 01/09/2016 16:11

Hope you get it back, safe, soon and hopefully repaired at no cost to you.

Puzzledandpissedoff · 01/09/2016 16:11

If they know where it's been sent in Switzerland and can get it back, why are they now talking about compensation - unless they mean something for the delay of course?

Hmmm Hmm

MrsRaymondReddington · 01/09/2016 16:12

I've PM'd you OP.

CoolCarrie · 01/09/2016 16:13

I am so glad you have had a response. Has it been fixed? Are JLC fixing it at the moment? If not, TELL, DON'T ASK, EJ that you want it couriered back to the shop at their expense, it isnt that far to Switzerland, and if it isn't presently being fixed, then you and your dad want it back! You are well within your rights to be very very angry, shit customer service! 😡

LagunaBubbles · 01/09/2016 16:17

If its been "mistakenly" sent to Switzerland for repair where has it been up until now then!

ladymariner · 01/09/2016 16:19

Also second emailing the CEO as well as plastering it in great detail all over twitter and Facebook.

I had horrendous problems with EE, not getting back to me when they said they would etc etc, so I resorted to the above. Funnily enough, somebody answered my Facebook post straight away, and then a couple of days later I got a phone call from the executive office and the lady sorted it all out there and then over the phone. I asked her if she would've got in touch with me had I not taken the steps I did and she admitted she wouldn't!

ReallyShouldKnowBetterAtMyAge · 01/09/2016 16:22

Your poor dad! I hope they get it back to you, 2 weeks is madness Angry

GabsAlot · 01/09/2016 16:33

doesnt oun right at all they always ask roughly how much it worth and u sign to cover them for loss or breakages

MustBeDueSomeBetterFeet · 01/09/2016 16:34

If you are in Herts I strongly recommend you contact the JVS (Jonathan Vernon Smith) show on BBC Three Counties radio. He is an expert in resolving these things.

WhenTheXetasFillTheSky · 01/09/2016 17:51

I'm afraid to say that nearly an identical scenario happened with my grandmother's watch. It was a long time ago but she had taken her expensive watch to a jewellers (think well known jewellers - not Ernest Jones but the other one). After much to-ing and fro-ing and several months it turned out that they had lost it Hmm

Similarly it had also been "sent to Switzerland" for repair.

She did get compensation for it but it was not what the watch was worth and she never did get over it Sad

Do not let this go.

SuperFlyHigh · 01/09/2016 18:21

amusedbush jupiters moons! Hilarious! Grin

Yes OP blast them or complian strongly on Twitter and FB.

I'm also really angry on you and your father's behalf. Angry

Gazelda · 01/09/2016 18:28

I've PMd you OP. Sorry it's a bit late, but hopefully one or more of the contacts you've been given will be helpful in resolving this to your satisfaction.

Original poster
BagPusscatnip · 01/09/2016 18:36

Thank you all for the help and support (and outrage on my behalf!) I am going to post on their FB page soon, and am keeping a log of every conversation etc.

You really are a lovely lot

OP posts:
Laiste · 01/09/2016 18:44

I really hope you have a better outcome than i did with an expensive bracelet i sent for repair at H Samuels :( They sent it off and lost it.

Took ages of to'ing and fro'ing before they admitted it - then had the cheek to offer me a credit note rather than proper compensation!

D'y know i had the strangest very strong feeling i'd never see it again as the assistant put the bracelet into the envelope to be sent away. Wish i'd acted on it and said i'd changed my mind, even if i'd looked like a complete odd ball!

alfagirl73 · 01/09/2016 19:29

Definitely make use of twitter; I always post complaints about companies on there - gets a much faster and better response because it's public. I have had all kinds of success with lodging complaints on twitter.

I hope you get it back safe and sound!