If you can't trust them who can you?! (H.Samuel)

Member Name: David Allen88

Product:	H.Samuel
Date:	20/09/07 (236 review reads)
Rating:

Advantages: FINALLY the matter was settled

Disadvantages: Store staff lied and our treasured ring was lost

H Samuel lost my Grandmother's ring which we had given them for resizing after her death. The loss was a great blow to my Mother who had been promised the ring for many years. It was a very special item.
Ok, things get lost but since the company have behaved appallingly.
They have admitted that they do not book in items individually when they send them to outworkers which means you could throw a ring from a Christmas cracker into a shipment and steal a valuable one.
They seem to be refusing to look at their procedures or take seriously the fact that they have failed us and caused so much hurt. I have repeatedly asked them what they are doing to ensure this doesn't happen again but my questions are either ignored entirely or evaded at best.
Finally the store staff have lied to cover their tracks. Shocking and sad.
UPDATE:
I had many telephone conversations with a customer service clerk for the first few months and she largely ignored most of the content of our conversations and repeatedly sent me a letter with the same 'we've done all we can' line.
Eventually our case was handed to Jenny Mellor from H Samuel customer services and after the best part of a year we have come to at least some resolution.

I am assured that things don't go missing often although my request for statistics was not responded to.
I am assured that security procedures have been looked at carefully although understandably they won't discuss details. Still this makes me feel a little fobbed off as they won't discuss this at all so I must take their word for it.
After initially offering us £300 recompense finally £1000 was paid which although we'd rather have the ring back any day it does feel like we were taken seriously and a fair sum was paid.
Note: If you book an item in make sure that the agreed liability in case of loss or damage is a figure that you would be happy to receive should anything go wrong.

Summary: If you have a very valuable irreplaceable item think carefully who you give it to and insure it