Threader Earrings Reviews 84

Reply from Threader Earrings

5 days ago

Thank you for your review. I am sorry that you remain unhappy, but I do need to clarify the full position, as this review does not accurately reflect the correspondence or the steps we have taken to resolve this matter.

You first contacted us at 3:41am on 6 April to say that the chain you had received was 18.5 inches. You emailed again at 3:45am with a comparison photo, saying it was “about 18.3-18.4 inches”. You then emailed again on 10 April saying it was an 18 inch chain. In later correspondence, however, you stated that the replacement chain measured 19.64–19.68 inches. These are not the same measurements, but in any event, when you first contacted us, we accepted what you said about the original chain in good faith because it had not been returned to us & we were therefore unable to check it ourselves.

At the time of your first emails, the shop was closed for a two-week holiday. This was clearly stated on the website at the top of every page & separately in other places, e.g. the basket. Despite the shop being closed, I replied to you from holiday on Friday 10 April, apologised & confirmed that we would provide a returns label & check stock for a replacement once I was back.

You then emailed again on 14 April & 17 April. On 17 April, shortly after returning from holiday & while catching up with orders & emails, I replied confirming that I had located a 20 inch 1.5mm cable chain for you. I measured that replacement chain myself before dispatch & it measured 20 inches end to end. I then sent that replacement chain to you at our expense, without requiring you to return the original chain first. I also enclosed a prepaid Royal Mail returns label for the original chain.

Royal Mail tracking shows that the replacement chain was delivered on 20 April. The prepaid returns label enclosed with it needed to be used by 24 April, but it was not used. We did not hear from you again until 27 April, when you said the replacement chain was also “1cm short”. You later stated that it measured 19.64 inches without the clasp & 19.68 inches with the clasp. That is inconsistent with your earlier repeated description of receiving an 18 inch chain & it is also not the measurement I recorded before sending the replacement, which was 20 inches end to end.

For clarity, the original order value was just £10 plus postage. The replacement chain sent to you was another Italian-manufactured sterling silver chain worth more than the original, & we did not ask you to pay the difference. At this point you have had both chains in your possession, while we have also paid the outgoing postage for the replacement, the first prepaid return label which was not used, & a further returns label because you said you did not have a printer.

We do not accept that we have acted unlawfully, dishonestly, or that we have “gaslit” you. We accepted your original complaint in good faith, sent a checked replacement at our own expense without first requiring the original item back, provided return postage, offered a further posted return label when the first label expired unused, & as you are still unhappy, we offered a full refund once both chains are returned.

We really do feel that we have done everything we reasonably could to resolve this issue. We receive very few complaints, but when we do, we always try to resolve them fairly, promptly & in good faith. In this case, we went beyond by sending a replacement at our own expense without first requiring the original item to be returned.

I am genuinely sorry that, despite all of this, you feel a 1-star review is appropriate for our small family business. Our position remains the same: please return both chains using the new label that will arrive with you on Friday. Once both chains are returned to us in their original condition, we will refund the original order in full, putting you back in the position you were in before ordering, with no financial loss to you.