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Meeshoo
27-06-2008, 10:16 AM
What would you do please?

Yesterday some Tanzy earrings arrived - my first order with Gems for about 100 years as I've been a bit disillusioned. Soooooooo......... I open the very small and flat box and out they come (double bagged).

First thing is that the earrings are very large and have been squashed into the box, so much so, that the earring backs have popped through the plastic and where the box has snapped closed, it's bent one of the posts. In fact, I've tried to put them back in the box and it's impossible to close without damaging the posts further. So that's the first problem - a wonky post.

Second problem is that one earring is darker than the other. Ok, I could possibly live with that because it's not going to show when on BUT for 279 shouldn't I expect earrings matched and in perfect condition?

I've asked Gems if I could have some money off and the answer is "no". Not sure why because it's going to cost them more to repair etc etc. Oh well!

So, they're 279 and over 5ct of Tanzy. Do I keep them, get the post sorted or send them back?

Not a happy bunny I've got to say and I've got another thing on order that I'm going to cancel now. :mad:

Colour difference is much more obvious IRL:
http://i221.photobucket.com/albums/dd319/Meesh00/IMG_05221.jpg

http://i221.photobucket.com/albums/dd319/Meesh00/IMG_05261.jpg

Tia
27-06-2008, 10:25 AM
Oh Meesho, it is disappointing when the jewellery is not only damaged, but there is a colour difference, I would return it!

Nessarose
27-06-2008, 10:26 AM
Ok, here goes. Send them back without a doubt Meesh. From the picture they're a lovely design but the stones don't look very well matched. You may be able to straighten the post but I would worry that it will be weakened and to be honest it looks a bit of a flimsy post for that weight of gemstones. Get a returns number and send them on their way, you'll never be happy with them. :(

Now as for the other order....what if it's a good one? If you cancel in haste you may regret it. :mad: PM me the gories if you like. ;)

Meeshoo
27-06-2008, 10:35 AM
BTW the reason I'm SO annoyed is that this week an order I had (on forward order) and not due out for 3 weeks was charged and shipped and so over 800 has been out of my bank account for more than a week. Apart from an apology and "it's the systems fault", there was nothing else done.

These are the only 2 orders I've placed since about February. Bearing in mind the amount I've spent with Gems in the past, they're not exactly looking after me are they? Sorry but I'm really really really peeved. :mad:

rebeccab
27-06-2008, 10:48 AM
Id definately send them back hun, id be worried about the bent post being weaker and snapping if you tried to straighten it, as for them taking the money, thats wrong, surely you should be entitled to some rebate whether it was down to the computers or not. I dont understand whats happening at gems at the moment, they just dont seem to be bothered at the mo:mad:

Oops-a-daisy!
27-06-2008, 11:08 AM
I can't understand why they wouldn't offer you a substantial discount on these earrings Meesh. What use are they to anyone else in this state? I'd send them back.

It all seems to have gone downhill since Steve A left and now hearing about Kirstine this week. Does this mean that now all the good guys have gone, customer service is not a priority to them any more? :( It's a shame; you've been one of their best customers. They should be falling over backwards to keep you happy. M xx

Jan
27-06-2008, 11:14 AM
If it were me the colour difference would be enough for them to go back.

Pimms
27-06-2008, 11:16 AM
If it were me the colour difference would be enough for them to go back.

Me too. One of their little videos emphasizes how careful they are about their colour matching. It would bug you every time you wore them.

fluff
27-06-2008, 11:30 AM
Another one who thinks they should go back, Meesh.

The earrings are mis-matched and damaged and I don't think you would ever be truly happy with them.

It's also a matter of principle .... if you keep them it's almost like admitting you're prepared to accept shoddy goods and poor service IYKWIM and I know you're not!

donna255
27-06-2008, 12:13 PM
Oh yes they should go back.

One if the prong is bent it could snap off if you straighten it. Also the colour match for that price I would expect more care to have been taken when matching.

Tabs
27-06-2008, 12:42 PM
I would definately say send them back Meeshoo!! If they are obviously badly colour matched and damaged, a substantial discount should be offered (imo) or a refund obtained. I don't know if they are worth keeping to make into pendants or otherwise, but that would incur further costs and hassle.

Imo Gems has gone downhill recently, its changed from "keeping customers remotely happy" to "making a profit only". Prices have stayed up higher...silver items are more expensive also. I really am not bothered watching Gems at the moment because imo "better deals" are available elsewhere.

Hope you get your refund sorted soon Meesh....Gems are quite clearly taking the mickey of a "good and loyal" customer with their attitude.

L x

Meeshoo
27-06-2008, 12:42 PM
Thanks for all your replies everyone.

Decision made. They're going back.

Order for 875 cancelled. The money still hasn't reached my account yet (although Gems have refunded it). So I've been out of pocket for 875 for a week and Gems don't seem to care. Fine.

No more orders will be made with GemsTV.

Can you tell I'm furious? This wouldn't have happened when Steve was around - and if Dawn weren't on holiday this wouldn't be happening today you can bet on that!

Sarah Pocket
27-06-2008, 12:50 PM
I think they should definitely go back Meesh. You aren't going to be happy with them. With the beautiful collection you have you will expect perfection and it would always bug you that they don't match. It sounds as though things are going downhill a little at Gems since the departure of the lovely Steve A!

Just edited as I posted without getting to the end of the thread only to see you've decided to send them back Meesh and saying a similar thing about Steve.

kittyglenda
27-06-2008, 01:02 PM
i would send them back as well....a lot of money for miss matched earrings and bent posts!

SUPERCOOLWILLOW
27-06-2008, 02:19 PM
i`d send them back meeshoo because of the bent post and different shades but they were a lovely design though

mariek
27-06-2008, 03:24 PM
Its a definate send them back its alot of money for mix matched stones and a wonky post,why are these things not quality controlled more should not have left gems towers!!

Hampton
27-06-2008, 03:33 PM
It doesn't matter what you've spent in the past - all customers should be treated the same. I have to say they don't look anything special and if they are worse in real life and with a bent post into the bargain - I would say its a no brainer.

Enjoy spending the refund Meeshoo!

Klosblue
27-06-2008, 05:59 PM
For what it's worth I totally agree with your decision to send them back. It's very very disappointing that they handled this so badly and I really hope this is not a sign of things to come! Why don't you PM Craig on here (CraigR) I'm sure he would take your comments on board?

So sorry you've had this happen Meeshoo it's just not good enough.

Meeshoo
27-06-2008, 06:03 PM
It doesn't matter what you've spent in the past - all customers should be treated the same. I have to say they don't look anything special and if they are worse in real life and with a bent post into the bargain - I would say its a no brainer.

Enjoy spending the refund Meeshoo!

I wasn't expecting to be treated any differently from anybody else. However this week they've cocked up twice with me and have had 875 of my money in their bank account for a week with just an apology. That's just not good enough. Most companies would provide something by way of compensation for their mess and/or loss of interest. It's not a small amount of money.

Despite the fact you don't think the earrings are anything special, I like them and would have been prepared to keep them but not at 279 so I don't think my request to them was unreasonable.

I'll definitely be spending my refund elsewhere though.

Hampton
27-06-2008, 06:11 PM
Why the hell aren't earrings sent in a box anyway?

Don't say its a cost cutting exercise :eek:- as that would be madness. If I am paying 200quid for a pair of earrings, an extra fiver to make sure they arrive as they should - i.e in tip top condition, would hardly break the bank. God if QVC can send their diamoneeeeeeeeeeeek out in a box, surely a channel specialising in gems can?

Sorry if they are sent in a box and I've got the wrong end of the stick. I have never bought earrings from them so have no idea.

Meeshoo
27-06-2008, 06:15 PM
They were in a box but a very very very shallow box so when the lid was closed down it pressed on the posts because there wasn't enough room which bent one. The other must have flipped on its side. Actually I've never seen the type of box it came in and it wasn't the "normal" GemsTV earring box - maybe they've changed them. I don't know. However, whichever idiot put them in the box MUST have noticed that they didn't fit because I can't get them back in and the lid closed.

Hampton
27-06-2008, 06:18 PM
I wasn't expecting to be treated any differently from anybody else. However this week they've cocked up twice with me and have had 875 of my money in their bank account for a week with just an apology. That's just not good enough. Most companies would provide something by way of compensation for their mess and/or loss of interest. It's not a small amount of money.

Despite the fact you don't think the earrings are anything special, I like them and would have been prepared to keep them but not at 279 so I don't think my request to them was unreasonable.

I'll definitely be spending my refund elsewhere though.


Whoa - hang on Meeshoo. It was you who commented about how much you've spent with them and not me. I just said it doesnt matter whether its a fiver or thousands - they have an obligation to ANY customer to deal with them fairly and honestly which they have clearly failed to do in this case.

When I say they aren't that special - you said yourself the colour was even worse in real life - let's face it -they don't look too good in that photo do they?
.:rolleyes:

Meeshoo
27-06-2008, 06:43 PM
I've obviously chosen my words badly if that's how it read. It wasn't meant to be like that. I was meaning to show my loyalty over the years to GemsTV. 5 or 5000 it doesn't make any difference. Regular buyers are regular buyers. Sadly there's no loyalty from Gems to their customers now.

I'm spitting blood with them at the moment so please excuse me if I'm not being very rational!

Off to have a crate of wine and package up the earrings so I can at least get my refund next week!

peridotjo
27-06-2008, 07:35 PM
Aww Meesh that's not on, whatever is ordered and no matter how much it is, should always be 'fit for purpose', wonky posts and badly matched colours are not acceptable. Glad you decided to return them, but really Gems what about the ' we won't use you card until we ship the goodies' promise. There must be someone in charge at Gems who reads these posts for goodness sake and should be sorting out things. Fingers crossed for you Meesh.

Miss Kitty
27-06-2008, 07:41 PM
Hi Meeshoo

I have the same design but in pink tourmaline in white gold. Because they are such a prominent design they really need to be well colour matched IMO. I have seen the tanzy version in stock on a regular basis, so I'd wait for a few months & try again.

HTH.

Meeshoo
27-06-2008, 07:53 PM
Hi Meeshoo

I have the same design but in pink tourmaline in white gold. Because they are such a prominent design they really need to be well colour matched IMO. I have seen the tanzy version in stock on a regular basis, so I'd wait for a few months & try again.

HTH.

Broomie hun! I nearly missed seeing it was you!

Actually this is a pair of badly matched one-offs! (Already asked)!

I've got the same design in Alexandrite and they're stunning and really quite big - I was staggered at how big they were which was what made me order. Would love to see them in pink tourmaline - lush!!!

Nessarose
27-06-2008, 08:19 PM
I had two rings arrive this week, wrapped in plastic bags and stuffed in an earring box. Classy. :mad:

peridotjo
27-06-2008, 08:25 PM
Look Gems if you are hard up for boxes ...most of us have huge stashes of boxes, all shapes and sizes in our attics.....we could sell them back, how about all my boxes for a nice pink diamond solitaire pendant!!;)

Tabs
27-06-2008, 08:51 PM
Perhaps Gems could start a "recycle your box and get money off scheme" if they are so short on boxes. Only joking of course lol

Sacha
27-06-2008, 08:56 PM
I had two rings arrive this week, wrapped in plastic bags and stuffed in an earring box. Classy. :mad:

I did also, a silver ring - which may be the norm for silver rings - in a plastic bag in a box that was definitely not meant for rings. Good job I have the odd one or two spare! :rolleyes:

Also in the same order, earrings (UYI3509) came in a 8 x 6 cm flat box with the black velvet pad filling completely the lower half and with very little depth in the lid. They are long earrings, sent in just one bag and were rather squashed into the box. However, removed from the bag and fixed onto the pad, their particular shape fits in OK.

Sorry Meesh to hear about this sloppy packaging and handling, the initials of the packers will be on your order form, would it be a thought to mention this as well?

Oops-a-daisy!
27-06-2008, 09:09 PM
Those are very pretty earrings (http://www.gemstv.co.uk/NewProductDataSheet.jsp?productid=UYI3509) Sacha. Thank goodness they weren't damaged having being squashed in their box!

Jantaculum
27-06-2008, 09:15 PM
Isn't there a fine line between customer satisfaction and total disappointment?

Seems to me that if the earrings had been a bit closer in colour...... and/or better packaged....... and/or there had been a bit of a discount - then Meesh would have been reporting on a lovely bargain and/or good CS.

Instead the tale doesn't have a happy ending and poor Meesh is disappointed.

Sorry to hear about this, hun, it's really not at all nice.

mariek
27-06-2008, 09:41 PM
I must admit lately i have had things delivered in wrong boxes i:e pendants in ring boxes etc and no logo on boxes some of mine have looked second hand too which is no good for gifts,not sure what to make of it,they are blue look like the ones from argos!!!!

Sammi
27-06-2008, 11:12 PM
shame about the mismatching of the stones. I expect there is actually someone out there walking around with the other halves of each earring!

as for the refund, well they've set the bar at such a high level that a few days' delay really is unusual. it would however be a good result to get a refund from other channels in anything less than a month!

Meeshoo
27-06-2008, 11:15 PM
shame about the mismatching of the stones. I expect there is actually someone out there walking around with the other halves of each earring!

as for the refund, well they've set the bar at such a high level that a few days' delay really is unusual. it would however be a good result to get a refund from other channels in anything less than a month!

I agree Sammi but when you haven't even had the goods to look at .......... I realised they'd charged my card 3 weeks early because I had the "your order is on it's way email". I phoned and managed to get it stopped from coming out and refunded straight away. However, that still takes 3-4 days normally before a refund goes back on. The point is, that money had been ear-marked to pay for other things and so was taken at a very very very inconvenient time - hence the forward delivery date.

Nessarose
27-06-2008, 11:28 PM
I'm sorry but I think Gems have blown it now. I've always been a staunch supporter but I'm tired of their lack of quality and frustrating website. My spending has been reduced to a trickle and now the change of Courier...:mad:

I shall seriously think twice before I place another order, it was fun while it lasted but I think they're missing the point now. I feel so sorry for the staff that helped them to their awards, it must be hard for them to have to see and listen to criticisms that are beyond their control. The presenter's still do a sterling job but it's not enough for me any more. It may be just time to move on as most of the 'characters' seem to have done. :(

I shall no doubt still place orders from time to time, it's still my hobby but no longer my obsession. Shame really, I shall have to search for a new vice.. :rolleyes:

Meeshoo
27-06-2008, 11:44 PM
Couldn't agree more BC! In fact, when you find that vice, let me know and I'll join you (in the platonic sense you understand).

Thought you all might like to see the box that the earrings came in. Not very GemsTV is it? It's actually a necklace/pendant box and as you'll see, I've put the earrings inside (minus the bags so they can move around more) and the box doesn't shut!!!

http://i221.photobucket.com/albums/dd319/Meesh00/IMG_0529.jpg

http://i221.photobucket.com/albums/dd319/Meesh00/IMG_0531.jpg

Sammi
27-06-2008, 11:45 PM
well said BC. alot of people worked very hard to achieve the quality that GTV has in the past and it's a shame to see some slippage in several areas. however, all empires fall in the end.

there's definitely more to life than gems but having them as a hobby in the background is a nice element in our lives, a sort of life-enhancer lol. well we can't eat gems so I'd best get back to my grocery delivery order!!

Sammi
27-06-2008, 11:48 PM
as for the packaging mishap, it was probably a trainee. life isn't purrfect, but draw attention to it and you'll probably get your P&P refunded too.

Sacha
28-06-2008, 12:03 AM
That's the same box that I received and you're right Meesh it is a pendant box. I've had to pop the posts through the slits where the chain should go. No Gems logo to be seen on it either.

Gemcrazynan
28-06-2008, 12:20 AM
After reading this post and some others i think it's time Gems sat up and took notice of thier once loyal customers
what with the website fiasco and now poor quality items in boxes not fit for the job
enough is enough Gems TV
if you keep treating us like this then you very soon won't have any customers at all

jacqualina
28-06-2008, 11:07 AM
Oh Meesh, I've just caught up with this thread and I'm so sorry. We all think back so warmly to the 'good old days', but we really do have to remember that despite some familiar faces, it is not the same company anymore.
We had the luxury of a privately owned company with owners like Steve B who has always had a real passion for top customer service.
Now the company is owned and run by anonymous business people in Singapore who are only interested in the profits.
I found it very hard to let go at the end of last year, but I'm totally over my 'grieving' now and really don't have any feelings of affection or loyalty left. The old presenters still tempted me for a while to think of times of old, but they are only employees with no power. Just before he left I even heard Steve A say he had no authorisation to make a certain decision and would have to refer it to the powers that be. I suppose everything changes over time.
Anyway, I do hope you feel better soon!

Hampton
28-06-2008, 11:28 AM
Couldn't agree more BC! In fact, when you find that vice, let me know and I'll join you (in the platonic sense you understand).

Thought you all might like to see the box that the earrings came in. Not very GemsTV is it? It's actually a necklace/pendant box and as you'll see, I've put the earrings inside (minus the bags so they can move around more) and the box doesn't shut!!!

http://i221.photobucket.com/albums/dd319/Meesh00/IMG_0529.jpg

http://i221.photobucket.com/albums/dd319/Meesh00/IMG_0531.jpg

That is just shoddy. How can they be expected to be taken as serious contenders to mainstream jewellers with that type of presentation?

Beady Belle
28-06-2008, 12:05 PM
Only just caught up with the thread too Meeshoo. How disappointing for you and a very shoddy way to treat ANY customer. It's very sad to see how the content of these posts have changed from the days when we all excitedly shared our latest purchase, to these days when fewer and fewer are posting, not only on what we've bought lately, but to our disappointment in the product or the service.

BTW I also have the same earrings in pink tourmaline in w/g, and they are very substantial, mine arrived a bit bent, (due to bad packaging) which I very gently straightened, but actually don't wear much, despite them being quite stunning.

borednow
28-06-2008, 09:28 PM
no wonder you are livid meesh, i would be too. I think the earring style is lovely btw... what about, if you like the style so much and the weight etc. makes it a bargain (279 quid aint that much of a bargain tho) getting a jewellery to alternate the stones from the earrings. i dont know how much it would cost but it might be nice and worth the effort but it all depends on how much you like them.

as for gems refusal to knock any money off and buggaring up your other things.. i think its the thicker end of the wedge tbh. we have been grumbling for a long time and things are only getting worse it seems. a lot of us have cut down massively on our spending with gems and tricks like this are not going to encourage us to return to them any time soon.

i hope you get it sorted to your satisfaction meesh

Lady Darls
29-06-2008, 01:10 AM
OMG just seen this, what gone wrong at Gems folks? I don't come on much now as I don't need anything and I get too tempted when I do and buy stuff I dont really want, so whats happened?

mummy bear
29-06-2008, 08:29 AM
aww meesh how dissapointing i hope that you can get this sorted to your satisfaction.

diamond-lyn
29-06-2008, 09:04 AM
OMG so sorry to hear this Meesh :(

Something really needs to be done .... not good enough at all in this case is it? :mad:

.... and they must know how influential the forum is?

I see nearly 1,000 have read this thread already!

Derek? You responded on Melusina's 'positive' thread ... why not on this one?

And why hasn't CS re-registered after the shoppingtelly.com crash?



http://i287.photobucket.com/albums/ll123/Diamond-Lyn/nevermind.gif Meesh, at least you have 'other places' ;) you can spend your refund hun :D






To end on a positive note, thanks for the latest tweak to the website Gems :) ....
the BASKET TOTAL has now been removed from view and we just see a cute little shopping trolley http://i302.photobucket.com/albums/nn107/loobylindylou/shop.gif

Meeshoo
29-06-2008, 09:48 AM
Thanks to everybody for your support and replies. Thought I'd give you an update ........

1. No word from GemsTV! :mad:
2. Earrings sent back yesterday. :rolleyes:
3. Large forward order cancelled with GemsTV. :D Made me feel better!

So to console myself ............. I went and bought a pretty yummy ring elsewhere - SO THERE GEMSTV! I wouldn't have had the money to do that if Gems hadn't messed me around and it would have been spent with them. Their loss - definitely not mine!!!

If I could work out how to get a yippee smilie (or in fact any non-standard smilies) I'd be posting one now!!!

Glitzy
29-06-2008, 11:42 AM
Sorry to hear of your disappointment Meeshoo. They were beautiful earings.
As you know I am fairly new to Gems TV and have to say so far I have been very pleased with all aspects of their quality and service.
However, I have received items that were not in correct boxes, pendants in ring boxes etc which was not a problem as they were for me, but had it been for a gift it would not have looked right.
I also received a pair of earings that are going to be for a gift for my sister in a ring box, but luckily there was no damage, and I later received a ring in a plastic bag in an earing box so I was able to swap them over, but it would have looked funny giving them to her in a ring box.

Meeshoo
29-06-2008, 12:25 PM
Oh Glitzy that's not good. I wonder if Gems are having a supply problem with their boxes. Reading this thread it seems loads of people haven't had the normal GemsTV boxes. The stupid thing is as Jo said earlier, most of us have tons of them taking up space!!!

Alladin
30-06-2008, 12:25 AM
Couldn't agree more BC! In fact, when you find that vice, let me know and I'll join you (in the platonic sense you understand).

Thought you all might like to see the box that the earrings came in. Not very GemsTV is it? It's actually a necklace/pendant box and as you'll see, I've put the earrings inside (minus the bags so they can move around more) and the box doesn't shut!!!

http://i221.photobucket.com/albums/dd319/Meesh00/IMG_0529.jpg

http://i221.photobucket.com/albums/dd319/Meesh00/IMG_0531.jpg


That is just shoddy. How can they be expected to be taken as serious contenders to mainstream jewellers with that type of presentation?


You think thats bad - take a look at what they used to send them in - this is Darlenes box :eek::eek:

http://i65.photobucket.com/albums/h211/Ingrid123_2006/DSCF3231Large.jpg

And it still cracks me up laughing when I see it!http://i65.photobucket.com/albums/h211/Ingrid123_2006/c008.gif

Sazza
30-06-2008, 12:38 AM
You think thats bad - take a look at what they used to send them in - this is Darlenes box :eek::eek:

http://i65.photobucket.com/albums/h211/Ingrid123_2006/DSCF3231Large.jpg

And it still cracks me up laughing when I see it!http://i65.photobucket.com/albums/h211/Ingrid123_2006/c008.gif

I'd forgotten about that box!!!!! Thanks for reminder, still sooooo funny!!! :p

dollydimple
30-06-2008, 12:46 AM
You think thats bad - take a look at what they used to send them in - this is Darlenes box :eek::eek:

http://i65.photobucket.com/albums/h211/Ingrid123_2006/DSCF3231Large.jpg

And it still cracks me up laughing when I see it!http://i65.photobucket.com/albums/h211/Ingrid123_2006/c008.gif

:D:D.......

SUPERCOOLWILLOW
30-06-2008, 09:09 AM
lol now thats one squahsed box

Sammi
30-06-2008, 02:04 PM
yep, it's been well and truly stamped - probably by Alladin at the sorting office!!!!

Hampton
30-06-2008, 03:33 PM
yep, it's been well and truly stamped - probably by Alladin at the sorting office!!!!

LOL Sammi !!!:D

donna255
30-06-2008, 04:22 PM
OK I did not sit on Darls' box!:eek:

Know what I think this is the beginning of the end for Gems. I believe they just do not care anymore, but will be in for a really big shock when the credit crunch(recession) really starts to bite them. You would think they would really make an efford to keep customers happy and keep them coming back.

OK I have not bought anything since March, nothing has made me sit up and think I must have that. Even the discount codes, I just wander the site like a lost soul looking for something.

Hear that sound? Its the tolling of the bell on Gems.