Finally I managed to get a refund today. I went to the shop directly and asked for her and of course her colleagues said she’s busy with other customers so I asked for the manager of fine jewelries. After talking back and forth on their communication system, the lady at the entrance told me her colleague will assist me. A relatively junior sales lady came and I told her I want to discuss with her about my order so we sat at a quiet corner. I told her what has happened and all the communication issues with the original SA and this lady immediately told me the cause of delay and said they actually recommend customers to get a refund first and wait for the items to arrive first before considering again if we still want it. I was surprised by her words and told her this is exactly what I want. She then said she needs to inform her manager for initiate the process so I said ok. A few minutes later she came back with another lady who’s one of the boutique managers along with my SA. The manager apologized to me about the disappointment and said she will work on the refund process immediately but it will still take some time before I see it on my bank statement. She also explained to me again about the delay. After she left my SA started talking to me about how much she has worked on following up my order and it’s one of her first tasks everyday. Honestly I’m not sold by her words and at this point she was still trying to sell me other jewelry items. I told her before this is settled properly I won’t consider any new purchases. So now I’m waiting for their updates and the refund on my bank statement. I hope they are really working on it seriously and I hope I don’t need to go there again.
Anyways this is quite a pleasant refund experience but i definitely won’t go back to this SA in future.
