Great pre-sale service, rotten afterwards!

My partner and I went into Fraser Hart looking for an engagement ring a couple of weeks before Christmas; I had popped the question a couple of days before and we were both excited but a bit overwhelmed by the selection available in the Argyll Arcade. We'd been in the Arcade a while when we were looking at a ring through the windows of Fraser Hart which was very close to what we wanted; the sales manager spotted us and came out and engaged us in conversation, quickly persuading us to enter.

I have to say the pre-sale service was excellent: we were shown the different sizes we wanted to see, discussed the different cuts, materials, styles of ring, all first class. Once we had decided on the ring delivery dates were checked and we were told that it was a UK manufacturer so delivery time we would be three to four weeks, which was lucky as a foreign supplier would be more like three months, so we were told. Because Christmas was looming this would probably cause a delay so possibly the ring could be as late as the end of January but the order would be pushed through as quickly as possible and once the order was placed I would be emailed the expected delivery date. I was requested to make full payment up front which was a bit disconcerting, however considering the location of the store and the quality of service we had received I paid for the ring, took my receipt and my partner and myself left deliriously happy and confident that we had made the right choice. This was the 14th of December.

Christmas came and went and after four weeks had passed I still hadn't heard anything from Fraser Hart; I phoned to find out the expected delivery date and was told "End of January, does that ring any bells?" I felt this was quite patronising and explained that I had been told that it could be the end of January but that the order would be pushed through as quickly as possible and I would be emailed a delivery date which I had not received; I was told that a reminder would be sent and I should receive my email.

Another fortnight came and went and I still had heard nothing from Fraser Hart; on the 26th of January I phoned and asked where the ring was to be given a vague answer and asked if it was for a particular date: I replied that I had been told three to four weeks with a possible delay caused by Christmas so considering we were now passed six weeks, if it wasn't in by the end of the week I didn't want it; a few hours later I received a phone call telling me that it would be in on the Thursday, 6.5 weeks after placing the order. Considering the time of year I felt that this was right on the limit of an acceptable time to wait but the promised communication from Fraser Hart would have made this period less frustrating.

Late Wednesday afternoon I received a phone call to let me know the ring had arrived; my partner and I were obviously keen to get it especially considering she had been deluged by happy friends and family wanting to see the ring! We both arranged to take time off from our work and went in to collect it the following day. Unfortunately on arrival we were told that the ring that had been made was flawed, the setting was the wrong material: had we known this beforehand we would have been saved the time off work and journey in so we were pretty miffed however we were told that we could have a loan of the ring whilst the replacement was constructed and I though that was a very fair offer as after all mistakes can happen. Unfortunately when I went to place the ring on my partners finger we discovered it was too small, and on closer investigation we realised that despite measuring the finger in store the wrong size had been placed on the order! Fraser Hart offered to re-size it quickly, we went for lunch and collected it an hour or so later. We double checked the order for the replacement ring, made sure it was as clear as possible and left. I pointed out to my partner that this was possibly a blessing in disguise, that when our ring turned up it would be perfect and would not need re-sized and in the meantime she had something that no one else would realise was the wrong ring; at this point we were still happy.

Four weeks came and went, I had still heard nothing from Fraser Hart; I was busy at work and left it another couple of days and deliberated whether I should phone or would be better visiting the store in person: eventually I decided to phone on the Friday afternoon to find out what was going on and was told that my ring which I had waited for since the 14th of December would not be turning up until the 27th of MARCH! I couldn't understand this, said I was not prepared to wait a further four weeks for a ring I should have had four weeks ago already and although I would discuss it with my partner I would probably be in over the weekend for a refund.

At this point Fraser Hart asked if I could give the manufacturer until the Monday at which point they could tell us if they could push my order through quicker: I refused this as firstly the order should have been a priority at the end of January when their mistake had been uncovered and secondly because considering the first ring had been constructed incorrectly, I did not want a rushed job which could also be flawed.

We returned to their store first thing the following morning and my partner gave them some insight into just how upset we were; we were asked if there was anything they could do to make amends and I said if they could tell me the ring would turn up the following week then I would say fair enough but as they couldn't then I couldn't see how they could make amends; yet again I had given them another opportunity to make us happy, they could have looked at their existing stock for a similar ring the correct size?

We had been told three to four weeks with an allowance for Christmas; had I known it would take three to four months then I would never have placed this order. Considering that this was an engagement ring there is obviously a lot of emotion attached to the item: when I told my mother I had returned the ring for a refund she thought I meant the engagement was off! My partner will now spend the next couple of weeks fielding similar questions from her friends and workmates which is obviously really upsetting.

I write this not to seek vengeance or recompense from Fraser Hart but simply to let other potential customers know just how unhappy Fraser Hart has made us. We both wish we had never walked in that door.