Inherited pearl necklace ruined by repairers

[WhyCantPeopleBeNice]

I inherited a pearl necklace from my grandmother.
It needed to be repaired as the clasp wasn't attached. I took it to a jewellers who sent it off for repair. It's come back and I am really upset with what they have done. It's been strung so tightly it no longer fits in the original box, doesn't even hang straight and is now an extremely tight chocker.
My husband collected today and I'm so upset, I've called the jewellers who were dismissive told me I have the wrong original box, I explained it isn't because I have the matching earrings.
That these things are always done tight and I need to wear it to soften the silk it's been threaded with.
I've told her I totally disagree, they've destroyed my Nana's necklace and it needs to be redone. She said they'll request it's done loser but it will never fit the box it did when I gave it to them.
I cannot express how snotty she was, telling me I am wrong and they've done it right.
Please look at these pictures, has anyone had similar?
One picture is me holding it from the top so you can see how it curls because it's been done so tight
The other is in the original box so you can see how much has been lost.

Is this to be expected? Are my expectations unrealistic?

That is awful they are too close together and not sitting right.

I would also take it back and speak to a manager.

Was it knotted between each individual pearl before? It looks like a beautiful necklace OP. Not much help here as I don't know much about that sort of thing but I don't think any of my (freshwater) pearl necklaces look like that when they aren't under tension.

Have you counted the pearls to see if there’s still the same number?

Have they knotted the silk between each pearl? It doesn’t look as if they have, and it does look a fairly crap job.

Have you got the same amount of pearls back?

This!

@Aydel they said they would use fresh silk and have each pearl knitted between so if it ever broke you wouldn't lose pearls.
@PaperCrane555 I didn't think to count prior so can't say either way. She assured me there is the same amount of pearls.

Do you have a picture of how it was before?

I had a similar issue, although the opposite way around. They were so loosely knotted they now sat so much lower they looked a silly length and they scratched the gold clasp.
I did get a refund for the fee I’d paid and took them elsewhere for a better job. It was 20+ years ago and I’m still mad about it, even though the new place did their best to polish the scratch out.

I’d ask if they would just cut the thread and give you a refund so you can get it redone.

@RogersOrganismicProcess no :(
My Mum wanted us to all wear some of my Nana's jewellery for her funeral, I was given this within a few days of her passing and honestly I was just too upset to think, I just knew I needed it done and didn't think to take before photos or count pearls.
They also announced that it was ready for collection 2 days after her funeral...but that's another matter

Maybe the person you spoke to didn't really understand the problem OP, as you were on the phone and not there in person. In your shoes I would go into the store, ask for the manager, and explain calmly what the problem is. Hopefully when they see the necklace in person they'll realise that you are in fact correct, and the job hasn't been done properly. Naturally pearl necklaces do stretch a bit with wear, but it does look like it's been done far too tightly, and should just hang nicely and not be all bent out of shape like it is in your picture. I too would be wondering if any of the pearls have actually gone missing, but you may not have thought to count them beforehand. I think it likely that the job just hasn't been done properly, and would ask them to re-do it.

Have you got a photo of it before? Did it have significant gaps before.

it has been strung too tight. But that’s a huge size difference.

Go on with your husband and just don’t leave until they offer to Recify and refund - just no - it looks much too tight and also like they have just removed some. Get a photo of it on your grandma l’s neck etc but I d hit the roof

That's awful work OP. It looks totally amateur and uncaring about the very poor standard of work. I wouldn't let them near it again but find another professional to do it right. Show them the photos and explain the problem. No idea what this costs, but pay again and get the money back from the original jeweller (plus damages for distress if possible) - go to the county court if necessary.

She assured me there is the same amount of pearls

They said similar to me, OP, when I took a treasured 18ct gold chain in for repair and they swapped it for a 9ct one

I guess all you can do is insist they redo it, but this time make sure they sign a receipt detailing exactly what it is

I wouldn’t trust them again. I would request my money back and go elsewhere.

That’s absolutely abominable! Just a shot in the dark but I recently had some jewellery valued and they measured my string of pearls. Might there be an old insurers document anywhere that would list this? Then you could perhaps have an idea if any pearls had been lost. That gap in the string when shown in the case does seem rather large. And the photo showing the almost curly string is a joke. Yes, silk will relax and stretch over time but I have never in all my years seen such a poor stringing job.

Omg that's awful I'm so sorry

I have told them I'm bringing it back Monday and they will be given one chance to do it right (because she scoffed and said they don't work Sundays and closing soon). The problem was her continuously telling me I was wrong, it was right and yes they'd send it off and ask for it looser but I'm asking for it to be done badly and there won't me much extra give.

I am pleased others on here agree it's done too tightly because as you can tell I'm a bloody amateur whose never had to have jewellery repaired.
It's a small independent jewellers and was £75 to have restrung

It’s hard to tell from the photo if each pearl is knotted as it should be? It doesn’t look like it, which would explain why it’s so short.

Count the pearls now so you have a record. Have you got any pictures of it being worn?

Are they knotted in between? It's hard to tell in the photo but you should be able to see the knots if they are there. And they definitely should drape and hang straight.

I have several pearl necklaces - all are knotted between each pearl and none have ever looked like your first picture.

I would check if there's a knot between each one , if not when you take back get a full refund (as they have not done as promised) and take it somewhere else for a proper restring

That is a dreadful job.

It needs to be redone. The silk does stretch a bit but not that much. I would ask for a refund and take them elsewhere.

Was it a chain or an independent?

It looks like it's been knitted every 5th pearl, until you get to the central 10 pearls
I've asked my Mum if there any any photos. The biggest difficulty will be working out which pearl necklace. My Nana adored jewellery, and there was a pearl necklace for every grandchild and great grandchild so finding a photo with this specific one may not be so easy, but I am going to see if I can find one on eBay as a comparison as the box is labelled Lotus Pearls