I'm not sure if this is the correct area to post this thread, or if anyone can help me...
Whilst on holiday in Thailand I purchased a ring from Gems Gallery, Bangkok when on a trip organised by Tour East. The ring cost £400 - so a sizeable amount, in my opinion and came with a 'life-time' guarantee on goods and services. I also have a certificate (if that is worth anything!).
I did not wear the ring during the holiday for fear of losing it in the sea! When I did return after 3 weeks, I put on the ring and by lunch time I noticed that the topaz stone was missing (the stone had been set using claws).
I immediately contacted the company by email. When I had not received a reply after 4 days, I contacted my VISA company who tried to ring Gems and had no reply, but because I purchased the ring using chip n pin, I have no come-back there (they did try to help).
I emailed all of the Gem's stores, their head office and the tour company. Eventually about 2 weeks later, I received a reply offering 2 options:
1. They would send a replacement stone and I would have to pay the cost of having it re-set
2. Give it to someone who is visiting Thailand and they would repair it
I find neither of the above satisfactory and have emailed them saying so. I have now requested that I either receive a full refund or a new ring. No reply as yet.
I am, however dubious as to whether they will agree. Does anyone have any advice as to my position with this foreign company? Not only am I peeved at having spent so much money, but this was to be a souvenir of a special holiday.
Thank you
Whilst on holiday in Thailand I purchased a ring from Gems Gallery, Bangkok when on a trip organised by Tour East. The ring cost £400 - so a sizeable amount, in my opinion and came with a 'life-time' guarantee on goods and services. I also have a certificate (if that is worth anything!).
I did not wear the ring during the holiday for fear of losing it in the sea! When I did return after 3 weeks, I put on the ring and by lunch time I noticed that the topaz stone was missing (the stone had been set using claws).
I immediately contacted the company by email. When I had not received a reply after 4 days, I contacted my VISA company who tried to ring Gems and had no reply, but because I purchased the ring using chip n pin, I have no come-back there (they did try to help).
I emailed all of the Gem's stores, their head office and the tour company. Eventually about 2 weeks later, I received a reply offering 2 options:
1. They would send a replacement stone and I would have to pay the cost of having it re-set
2. Give it to someone who is visiting Thailand and they would repair it
I find neither of the above satisfactory and have emailed them saying so. I have now requested that I either receive a full refund or a new ring. No reply as yet.
I am, however dubious as to whether they will agree. Does anyone have any advice as to my position with this foreign company? Not only am I peeved at having spent so much money, but this was to be a souvenir of a special holiday.
Thank you
