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?

You can do chargeback on your card, but they'll argue that they have completed the work. Maybe look into small claims, or into the company you used to see if any other staff are available and speak to them. With regards to the 5 pearl knots, surely she'll have that written down as you had your discussion with her, won't she? What notes does she have?

@Lumiodes Thank you for the suggestion, we've filed a charge back and should hear from the bank within 14 days
@MabelMaybe They may well contest it - I have the photo evidence of what they have supplied. I can show I called them on Saturday when I saw the item and that I went in today to show them.

In terms of what was written down, the slip we were given was taken back when my husband collected but I am sure it was restring of pearls - nothing at all about every 5th pearl. The shop person was adamant that was agreed and I said no, I asked you to restring you've decided how it should be done and you've done it every 5. I explained everything i've read and the second opinion I had stated it needed to be done individual and it stops them rubbing, that was the point she said they aren't even real so it doesn't matter

I am going to wait until the claim is accepted or rejected before I post any public reviews

Please post the review whatever the outcome to save any one else going through this. The pearls may not have much monetary value but much of the value in jewellery is sentimental and every half way decent repair jeweller knows this and takes great care even with costume jewellery.

I'm glad the second jeweller is sorting this out for you.There's a knack to knotting pearls but it's not difficult. They really didn't save much time or effort by cutting corners

@LadyPoison I must say the second Jewellers who now have the necklace were unbelievably wonderful. I said that I know they aren't valuable and one of the ladies responded "no, these are priceless because of whose they were"
I think it says everything and any nerves I had of leaving them with someone else left at that point

Name and shame.
Dispute the charges on your card.

If you engage someone for a service you should expect it to be carried out with reasonable care and skill and they haven't done so. You could contact citizens advice and trading standards.

I'm so sorry this happened to you. Please show us the results from the second jeweller. I bet they will do a fantastic job.

I remember when my DM had two sets of pearls restrung to give to me and my DSIL, the jeweller counted out the pearls in front of us. This should have been done.

That's obviously a terrible job and ridiculous shrinkage. You should get a full refund.

You should put reviews on Google etc with the pictures you have and the attitude of the assistant.

What's pisses most is her claim that it doesn't matter bc her pearls are not valuable enough. They are being paid for the same job regardless of value. What an asshole the shopkeeper is.

Absolutely. I loved what the other jeweller said. It's true that they are incredibly valuable because of who they came from.

This and this

What a horrendous attitude - does the shop have any others if is it a one off ? If there is more than one shop in the "chain" I would find out ultimately who is in charge and right directly to them with your complaint in the honest way you have here - it doesn't matter if they are restringing the Queens pearls or a teenagers first strand - they are valuable to you - I'm glad you have found somewhere else

Take them to the local small claims court

you have tried redress and nicely

just take them to court and send them the £75 to fully refund

Also name and shame on here

I’m so sorry she was so bloody rude. IF you don’t manage to get the money back I would go down the route of her attitude, unkind words and down right bloody rudeness when reviewing. Whether she was right or not (she wasn’t) all she had to do was be nice and speak politely to a member of the public, it’s her bloody job! Is she the owner/boss or could u take ur concerns higher in house?

Who wants a happy update?!
I had a call yesterday afternoon from the nice jewellers to say my necklace was ready. They wanted me to have it back so prioritised the repair.
I collected this morning
Picture attached. In the last one my daughter had to pull it tight to hold it in place, as you can see here it sits by itself and I'd say it's almost an inch longer.
It doesn't quite fit around, but the gap is greatly reduced. That small difference means it is now wearable. It hangs so much nicer, no kinks at all
Not only that, now I'm home I've realised they've added stones/shiny bits in the clasp where these had previously been missing.
The lady who restrung it said she discovered they hadn't even used silk to restring it but what looked like fishing wire

There is a slight downside and that is the coating on a few pearls has been chipped but I suspect that's a mix of the previous bad job where they were so tight.

I will be heading to social media to leave a rave review about the nice jewellers and frame it that they were fixing the shoddy work of someone else, I'll focus on their kindness as that meant a great deal on Monday
Still waiting to hear on the chargeback, once that's decided either way I'll then head to Google to write a direct review of the bad jewellers.

That’s good news! It sounds like the first place couldn’t be bothered/didn’t know what they were doing - and their customer ‘service’ is abysmal.

It’s terrible that often you don’t realise how rubbish some suppliers are until they have done a botch job (I had the same with a watch that was dripping an odd minute but now it jumps 30 mins a week).

Sorry OP, not the point of your thread but curious on the going rate for restring a pearl necklace?

I’ve have a bag of loose pearls and the clasp in my jewellery box from one that a boyfriend bought for me in my teens many years ago. It’s a shame for it to just sit there.

@CaraMiaMonCher first jewellers (the bad ones) charged £75 which most people on here felt was appropriate, high but not so high it was outrageous
The second jewellers charged £30!!!

All I can say from this experience, count the pearls, be sure to stipulate it must be knotted every pearl, with silk and ideally take photos before so it you've any issues you've got some protection/back up

They look so much better! Great update.

Love the happy update

Lovely update op. Looks like they'll last a few years more!

SO pleased for you OP! Such a shame you received such atrocious service from the first place, especially when you wanted to wear them for your Nana's funeral. I hope that you remember your Nana fondly every time you wear them.

Delighted your grandmother's pearls are back to a beautiful and wearable state!