Rowe Diamonds 

Reply from Rowe Diamonds

Jul 26, 2020

This was made as a free gift when we were closed due to the owners bad health (we are a small family business so do not have additional staff to cover), the information was shared with everyone and the option was given to wait until after she was out of hospital and we reopened or for it to be made before she went in on the understanding she was very unwell and there was more likely to be mistakes but her husband would send additional drills if this did happen. Understandably you didn't want to wait so she went ahead and made it the day before she went in.

You received it and told us all drills where checked and said two colours where missing which were sent and received with an apology. You then said more where missing, again these where replace with an apology and we asked if you believed there could be any more issues and offered to help check, you assured us all the other drills where there and you had nearly finished. If you had not been sure or have let us checked what you received (with just a photo) we would have just sent a whole new set of beads. A third time you asked for more saying you couldn't believe you had to ask again, when we said we were happy to send them, apologised again and said if we were aware they would have been sent before but you had assured us there was no more which is why they had not been sent, to which you replied you didn't know more where missing thought you had checked, and it was unavoidable as you didn't know how many beads you had. We said it was okay, we were happy to help, explained where the quantities were written and offered to check for you. We request to see the canvas so we could check it and replace all remaining colours, all we needed was a photo of the canvas. You didn't want to send us an image of your picture, so we asked which beads you would like us to send but advised it is better to let us check as a forth time we would charge postage for beads, but the beads would still be free. You replied you would rather source the beads yourself and then amended you review.

I am not sure why you didn't want help, but I would advise (to anyone) to let us check the picture and replace all the beads. It's the best and quickest way for us and the customer. If you change your mind and would like us to replace all beads please let us know.

For complete translucency to any buyers and yourself I would advise I intent to flag this review because the issue could have been resolved quickly if the advice given in messages (and in our T&C's) was followed, and a picture had been provided so that we could just replace all the beads then there would have been no need to contact us (regarding issues) again. And because every request you made was completed quickly and communications kept open, but your review suggest you kept trying to message then gave up.

It is any buyers right to refuse our advice but to reflect badly on our company for doing so is unfair. Flagging this review does not in any way mean you will not be assisted further, so as above please contact us if you do change your mind and wish to send a photo so all the beads can be replaced.