Doubtfulsound
Beautiful products; service need some improvement
On a recent visit to London, I discovered this store at Selfridges. Their jewelry is stunning. I bought a Diamond stud and two gold chains. The former I picked up in store and the latter they made for me to pick up a couple of days later. Before my pickup date, I noticed the Diamond stud had a flaw and decided to return it the day I picked up the other items. The woman who processed my return offered for me to keep the original jewelry pouch. I asked whether she had removed the stud I was returning and she said she had. I didn’t double check. When I returned to my hotel, I received an email telling me the associate had misplaced the stud and to ask if I had it. I double checked and sure enough the stud I had returned had been placed in the bag with my pickup items and not removed as I had asked. Because we were in London for a limited time, I offered to leave the returner earring with the concierge for alkemistry to pick up. I did so and provided a photo of the package. The rep from alkemistry never responded to confirm the pickup or even to thank me for the trouble I took to make sure it got back to them after their mistake. I had to call the hotel concierge to confirm someone had picked it up. While I love the two gold chain pieces I kept, the experience left a bad taste in my mouth.
