Mrs
Awful customer service
The ring arrived within the time scales quoted, however, not only was it was smaller than the specified size but also the quality of the ring was very poor. I emailed immediately the same day I received the ring to ask for the return address and refund and the response has been appalling. They are not honouring their refund policy even though I am well within the return timelines and policy. They are selling in a service which they are not honouring. Very disengenuous. Please also note that photographic evidence was provided of the ring, as requested by sateur! Everything Sateur have asked me to provide, has been provided and therefore, your response to this rating is an excuse for not honouring your refund/return guarantee/promise.
Response from SatéurOct 5, 2023
Dear Trust Pilot Reviewer, We are very sorry to hear that you are unhappy with the ring you ordered from us. We understand how disappointing it is to receive a product that does not meet your expectations. We apologize for any inconvenience and frustration you have experienced with our customer service. We are committed to providing you with the best service possible, and we want to resolve this issue to your satisfaction. We have reviewed your email and confirmed that you contacted us on the same day you received the ring. However, we also noticed that you did not provide us with the information and photographs we requested to assess the quality and size issues with the ring. Without this information, we cannot proceed with your refund request. As per our refund policy, we require you to provide us with the following: • A photo comparison of the ring with a diamond of the same cut • The original packaging of the ring • The order number and the date of purchase We kindly ask you to send us this information as soon as possible, so we can expedite the resolution process and process your refund as necessary. We assure you that we are not trying to deny you your refund, but we are simply following the standard procedure that applies to all our customers who request a refund. Once we receive the information, we will send you a confirmation email with the return address and the refund process. We hope you will cooperate with us and give us a chance to make things right for you. If you have any questions or concerns, please do not hesitate to contact us. We are always here to help you and provide you with the best customer service possible. Thank you for choosing Satéur, and we hope to hear from you soon. Sincerely, The Satéur Team