I saved hard and purchased a pair of lovely earrings for my mum for Christmas. They cost approx £200 and a huge treat - I would never normally spend this much but she’s just finished chemotherapy and turned 70 too and seemed like the time to splurge. They are from an online shop (but they have three physical stores in London.)
The earrings arrived with two faults - the disc that holds the earring post on the back of one was partially lifted off and there is a very subtle crack in a section of glass on the other.
I raised a webchat with the company which was ignored. I emailed twice (as recommended by the shop when initiating a Return) which were both ignored. I phoned the shop and they asked me to WhatsApp some photos through which I did - a staff member agreed that wasn’t okay and said “oh definitely don’t wear those!” No apology. They told me to return. I organised this but was told to use special delivery (no problem) and would be reimbursed. £9.40 later and they are sent.
Delivered but radio silence from the shop for two days. I phoned multiple times over two days - told they had sent me new ones and would email over tracking code. This never happened. I phoned next day and they said that they accidentally sent them to someone else with the same name. This goes back and forth but I’m aware that earrings are now out of stock on their website. Eventually new earrings sent after many calls and tracking code emailed.
Except when the parcel arrived I opened it to find… they have just sent me back the same faulty earrings!!! Unbelievable. Assume because now out of stock.
Emails sent, all ignored. Phone calls made, get cut off. Phoned different branch who were outraged on my behalf and they spoke to main shop (that deal with online orders) whilst on the phone to me who then promised to phone me back immediately. I heard this call in the background. No call. Repeat the above and again no call.
I’m at a loss to what to do. As an aside I have been incredibly polite and understanding throughout this when speaking to staff but I’m getting bloody cross now.
What rights do I have given I still have the faulty ones in my possession? I’m hesitant to just send these back (and spend another £10 doing so) when I have no faith that anyone will action anything at the other end.
I know this is such a first world problem but it’s so galling and such a lot of money. Definitely not going to get a new pair before Xmas now!