Here we go again...

[iclaudipuss]

Another example of listening to the extensive feedback from customers, or not, as the case may be...

They've been out on the high street doing their scientific 'research' again...

Ali D purchased 3 plain gold bands from 3 separate jewellers in Birmingham, the average price per gram of gold has been calculated, and surprise, surprise, the cost is considerably higher than the average price of gold per gram on Rocks and Gems. Naturally, every presenter is now babbling on about what you "could expect to pay on the highstreet for the gold alone in this piece".
I find this infuriating and completely senseless, and I'm sure the endless repetition about the 'research' irritates others as much as it does me. Am I being completely illogical to find it a nonsense unless the exact same pieces are compared? Am I illogical to factor in the costs of shop overheads, rental space, the standard of individual items in relation to cost etc?

Another reason to switch off, I'm afraid. Perhaps if they spent more time researching how long it takes most companies to refund money for items returned, and realised how badly they compare, we might actually get some improvement in an area of the business that is shockingly lax.

 

[argeybargey]

Hi Yo,

Whilst you were on your tour of the mental health facilities of Narnia (educational only of course), I raised this very subject myself and received a defensive response from Steve. He declined to respond further after my reply. You may be interested to read http://forum.shoppingtelly.com/forum/showthread.php?t=23298.

xxxxxxx <a href="http://plugin.smileycentral.com/http%253A%252F%252Fwww.smileycentral.com%252F%253Fpartner%253DZSzeb008%255FZNxpt484YYGB%2526i%253D26%252F26%255F32%255F1%2526feat%253Dprof/page.html" target="_blank"><img src="http://smileys.smileycentral.com/cat/26/26_32_1.gif" alt="SmileyCentral.com" border="0"><img border="0" src="http://plugin.smileycentral.com/http%253A%252F%252Fimgfarm%252Ecom%252Fimages%252Fnocache%252Ftr%252Ffw%252Fsmiley%252Fsocial%252Egif%253Fi%253D26%252F26_32_1%2526uiv%253D3.0/image.gif"></a>

PS - I've just been re-reading the whole thread, it was very interesting on all points. x

 

[fwend]

Cor.....Argey your a brain-box !!!!

 

[argeybargey]

That's very sweet Fwend, but I think more of a cardboard box. :mysmilie_17: xxxxxxxx

 

[fwend]

I just don't watch any more. Having read on here about refunds I don't want to get the small money i have tied up especially now that it's time to think of (dare I say it ?) ..... christmas ! xxxxx

 

[Sarah Bennett]

Hi All,

Just to let you know that returns are at 16 days at the moment and we are working very hard to get them back to 7 days within the next 2-3 weeks.

Any problems or questions please do not hesitate to contact me [email protected]

 

[gemcherub]

Again sidestepped the topic of the thread!

 

[Meeshoo]

It really is a nonsensical comparison for all the reasons stated in the other thread. It's meaningless. You would never compare a gold band from H Samuel and a gold band from Tiffanys. They'll be the same gold weight but you'll pay peanuts for one and a shed load for another because of overhead, buying power, different mark ups, paying for the name just to mention a few. People will either buy because they believe the price is a bargain/fair price OR they will knowingly pay more for what they perceive is a designer piece of jewellery (otherwise known as a rip off but hey, that's their look out)!

 

[Sarah Bennett]

You are absolutely right Meeshoo people will only pay what they are happy to pay for a piece of jewellery.

What we are simply trying to demonstrate to new customers (which we need to survive!) is that the price of Gold Jewellery from High Street Jewellers is considerably more expensive. A 3 gram gold ring will cost Samuels for example the same as it will cost us.

What we are trying to demonstrate is the value for money you get from Gems TV/Rocks TV

We feel it is a fair comparison. We don't make our comparison to "designer stores" who of course massivley inflate their prices. We are drawing a comparison to the average high street store whom many customers will have bought from in the past.

As always please feel free to email us.

Regards

Sarah

 

[Sacha]

Hmmmm!

Hi All,

Just to let you know that returns are at 16 days at the moment and we are working very hard to get them back to 7 days within the next 2-3 weeks.

My current experience is that the returns for which I received a 'credit' email during midweek took 23 days
to process and another 3 for the amount to be credited back to my card! For just a couple of faulty items! :sad:

Just re-stating the point I made in the earlier thread, comparing High St gold weights / prices has no effect on
persuading me to buy an item, there are too many other variable factors! Plus it also can also have the
negative outcome of highlighting just how little gold there is in some of the rings on auction......

 

[Sazza]

My current experience is that the returns for which I received a 'credit' email during midweek took 23 days
to process and another 3 for the amount to be credited back to my card! For just a couple of faulty items! :sad:

Just re-stating the point I made in the earlier thread, comparing High St gold weights / prices has no effect on
persuading me to buy an item, there are too many other variable factors! Plus it also can also have the
negative outcome of highlighting just how little gold there is in some of the rings on auction......

It was similar for me, sent back two faulty items and it took 21/22 days before it was processed on 13th and it showed on my bank account today.

 

[argeybargey]

You are absolutely right Meeshoo people will only pay what they are happy to pay for a piece of jewellery.

What we are simply trying to demonstrate to new customers (which we need to survive!) is that the price of Gold Jewellery from High Street Jewellers is considerably more expensive. A 3 gram gold ring will cost Samuels for example the same as it will cost us.

What we are trying to demonstrate is the value for money you get from Gems TV/Rocks TV

We feel it is a fair comparison. We don't make our comparison to "designer stores" who of course massivley inflate their prices. We are drawing a comparison to the average high street store whom many customers will have bought from in the past.

As always please feel free to email us.

Regards

Sarah

Hi Sarah,

There's that word again. I really don't mean to be pedantic but if you'll look in the dictionary you'll see that as you have used it in this post is perfectly acceptable, but it's use in a mathematical sense (such as Steve's calculation) needs a much more definitive approach. To take any three shops and then call the resultant calculation the "average High Street price" is quite simply incorrect. It is only the average of those three shops.

I'm sorry if this may seem petty but, I'm sure you'll agree, it's important that we trust your claims/calculations, and quite clearly a number of us do not. It is points such as this combined with some pretty awful, and overpowering, presenting styles along with faulty items taking way too long to be refunded, that lost you this old customer. I accept that terms and conditions state 30 days for refunds, but for the wellbeing of customer relations for any business, this should surely be exceptional rather than the norm. From time to time I get a hankering but the moment I take a look, someone is screeching inaccuracies at me.

Best wishes.

 

[Beading Belle]

Another one who takes no notice of the gold price comparison. Its simply not relevant.

Shame there are not that many jewellery channels or a gold comparison using the tv channels would be more appropriate.

 

[gemcherub]

A fair comparison would be to do it with similar rings from the Jewellery shopping channels.

 

[Beading Belle]

Hi GC :wave:- great minds :clapping:

 

[gemcherub]

Hi GC :wave:- great minds :clapping:

I'm to slow again :blush: i take longer to type :happy:

 

[Meeshoo]

You are absolutely right Meeshoo people will only pay what they are happy to pay for a piece of jewellery.

What we are simply trying to demonstrate to new customers (which we need to survive!) is that the price of Gold Jewellery from High Street Jewellers is considerably more expensive. A 3 gram gold ring will cost Samuels for example the same as it will cost us.

What we are trying to demonstrate is the value for money you get from Gems TV/Rocks TV

We feel it is a fair comparison. We don't make our comparison to "designer stores" who of course massivley inflate their prices. We are drawing a comparison to the average high street store whom many customers will have bought from in the past.

As always please feel free to email us.

Regards

Sarah

Sarah - if you were selling a plain gold band then the comparison is more than valid. However, to use the comparison when selling jewellery that has stones set in it or other variables it then becomes nonsensical.

You know, new customers will only buy if they think that your prices are fair and compare well. Will they listen to the comparison of gold prices with High Street jewellers? I suspect only a few will be sucked in by that. For the majority, I'm not sure the hard sell tactics work well. That's just my opinion.

More importantly, it's my belief that new customers will judge your company(s) by the overall experience - so will look at:-

- ease of placing an order
- customer service when placing an order
- customer service if there is a problem
- speed (and cost) of delivery
- quality of the item received / value for money (which can be judged only at this point)
- packaging (can impress some and won't bother others)
- ease of return
- speed of re-crediting

Those are the critical elements for a purchase. Not how much the gold is worth in comparison to other places.

If all of the points above meet expectations, you'll keep existing and new customers who in return will recommend you to others. If you look at the last few posts you'll see that repeat jewellery buyers are feeling let down down by receiving faulty goods and then having to wait between 3 weeks and a month to be recredited. Will they place orders again? Don't know but they'll probably be less inclined to do so. Dealing with those issues in a speedier manner will keep people happy - not how much gold is worth.

I appreciate you say you're trying to reduce the time for refunds but spending time on those issues is worth more in the long run than selling practices that people feel can't be quantified.

Just my 2 pence!