Faulty earring post

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#31
Ylesiya said:
Yes, you are right, this is ION Singapore.
Unfortunately not much other choice here (or maybe I am just not very aware): there is one store in Takashimaya and another one at MBS. Not sure whether this is totally Singapore thing or only ION but I haven't been impressed by the service at VCA here in general :sad:

Looking at other countries where I see lovely ladies receiving their purchases with extra gifts, wrapping, books etc etc, it makes me feel like "what is going on?" Very recently they could not even give a damn cleaning cloth together with the purchase, leave alone any special treatment of the customer. This is why I changed my previous SA. I was hoping the new one would be better and he was kinda nice but right now when it came to a real problem, I was amazed by this reaction and a total lack of support.
This Monday I came in again to drop off another item for routine servicing and all the SAs just disappeared behind the door although the store was totally empty.
I am even thinking of writing to the HQ about what is going on over here.
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Definitely action must be taken.
 
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#32
jmc495 said:
So I recently purchased hammered vintage alhambra earrings and was very happy with the purchase..I was told supply is short and am lucky to have them.. I visited another VCA boutique and the SA there looked up my record and asked if I liked my earrings post repair when I never got them repaired! He was then saying how he was mistaken but I have such a lingering feeling that maybe the earrings were repaired and sold to me.. anyone have this type of experience ? I mean the earrings are fine btw…
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On the upside... it may have been a simple service repair where the original client wanted it swapped out for thinner post or had the post moved to the higher hole, but then changed her mind and returned it as it did not fit her well. A service repair does not always mean defective, it can mean adjustment. If the earring looks great, I would not worry, and it sounds like they look great!
 
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#34
A1aGypsy said:
I know you aren’t happy but sending someone to your house to attempt to repair your earrings is pretty unbelievable service. North American stores might give out small gifts but I can’t see that happening…
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Yes this is correct and I was totally surprised they tried to help me out and it really was appreciated: many thank you's were said to the lady who came and to the manager (I think she is really trying to improve the service). I was not at home though. And it took me reaching out to the boutique manager directly AFTER trying to make things clear with the SA who started talking nonsense about charging me for repair, ordering other posts and so on, and explaining her this situation.

In my opinion (and I stand by it), the only response from the SA could be "Yes please bring them in, we will fix them as soon as we can, I am so sorry it happened, we will wait for you with our apologies, chocolates and nice hot tea" (JOKE :biggrin: ). I would have calmed down and would not take any further action. Of course, he would have to check the item on the spot to determine on whether the issue was caused by mishandling BUT in the communication with the client who is showing you pics of the actual item with actual issue, this is the only thing you can respond. I am not in a grocery shop, for goodness sake.

The fact that the SA (although in a jokingly manner) told me to calm down while I obviously was desperate, was totally unprofessional. Here in Singapore we have very strict COVID rules without any parties, concerts or gatherings, so there are only minimal opportunities to wear our beautiful jewellery. Hence, the fact that I could not wear the earrings for the first time I managed to get out with my husband and without the kids was totally frustrating and anyone local would be able to relate to that.
 
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#35
Ylesiya said:
Yes this is correct and I was totally surprised they tried to help me out and it really was appreciated: many thank you's were said to the lady who came and to the manager (I think she is really trying to improve the service). I was not at home though. And it took me reaching out to the boutique manager directly AFTER trying to make things clear with the SA who started talking nonsense about charging me for repair, ordering other posts and so on, and explaining her this situation.

In my opinion (and I stand by it), the only response from the SA could be "Yes please bring them in, we will fix them as soon as we can, I am so sorry it happened, we will wait for you with our apologies, chocolates and nice hot tea". I would have calmed down and would not take any further action. Of course, he would have to check the item on the spot to determine on whether the issue was caused by mishandling BUT in the communication with the client who is showing you pics of the actual item with actual issue, this is the only thing you can respond. I am not in a grocery shop, for goodness sake.

The fact that the SA (although in a jokingly manner) told me to calm down while I obviously was desperate, was totally unprofessional. Here in Singapore we have very strict COVID rules without any parties, concerts or gatherings, so there are only minimal opportunities to wear our beautiful jewellery. Hence, the fact that I could not wear the earrings for the first time I managed to get out with my husband and without the kids was totally frustrating and anyone local would be able to relate to that.
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Just out of curiosity, are you being serious about "wait for you with apologies, chocolates and nice hot tea..."? I assume you must be being facetious. A "I'm so sorry. Please bring it by so we can look at it." would have more than satisfied me. I'm sorry they tried to brush you off with the fee to fix and wear it without. That is nonsense because it should work the way it was designed to work, with a post unless you specifically requested that the post be removed. But sending someone to where you are? That is unheard of, unless you think about doctors making house calls 70 years ago. I'm sorry you were disappointed but I am happy they were able to service the earrings for you. Hope everything works out and you can enjoy your lovely earrings soon.
 
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#36
I have no experience with Ion or MBS, but try Takashimaya. The service I have received there is excellent and on par with Bangkok, London and Vendome. At the end of the day, I am glad they went out of their way to fix this issue for you. Slightly worried about broken earring posts now.
 
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#37
jmc495 said:
So I recently purchased hammered vintage alhambra earrings and was very happy with the purchase..I was told supply is short and am lucky to have them.. I visited another VCA boutique and the SA there looked up my record and asked if I liked my earrings post repair when I never got them repaired! He was then saying how he was mistaken but I have such a lingering feeling that maybe the earrings were repaired and sold to me.. anyone have this type of experience ? I mean the earrings are fine btw…
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Oh wow!! Not okay, they accidentally let the cat out of the bag.
 
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#38
I’ve purchased a pair of frivole earrings in July. Only worn them twice and the clasp on one of the earrings has gone loose. It’s not obvious from the picture, but it feels really loose and will definitely fall off my ear. Will Van Cleef fix it for free? What is your experience with their after sales customer service? Thanks in advance.

5C2A36EB-C436-4717-AD32-F3634242EC93.jpeg
 
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#41
littlecollector said:
I’ve purchased a pair of frivole earrings in July. Only worn them twice and the clasp on one of the earrings has gone loose. It’s not obvious from the picture, but it feels really loose and will definitely fall off my ear. Will Van Cleef fix it for free? What is your experience with their after sales customer service? Thanks in advance.

View attachment 5658101
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Mine was loose too on vintage white mop. VCA fixed it and charged $180 even thought it was 3 month old and I wore 4 times.
 
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