Bevilles | Miranda

I visited Bevilles Jewellery Miranda to return or exchange a pair of earrings that were purchased for $100 as a gift and have never been worn. I had not been able to return them earlier due to work commitments.nnThe staff member inspected the earrings and acknowledged that one was faulty. While standing in front of me, she then physically bent the earring, altering it, and stated u201cWhere is the problem?u201dnnDespite the item never being worn and having a fault, I was refused an exchange or refund due to u201chygiene reasons.u201d I was very disappointed with how the item was handled and with the lack of customer service shown.nnI then went to Prouds Jewellers and Angus & Coote, where I was advised that there is no such law under Australian Consumer Law allowing u201chygiene reasonsu201d to override a refund or exchange for faulty jewellery or by disregarding the customeru2019s word when a fault is present or unworn. I was also advised that Bevillesu2019 handling of this matter was unprofessional and inconsistent with standard retail practice. She also handed me a brochure and told me to complain to fair trading and also my bank to dispute this matter.nnI have since escalated this matter to NSW Fair Trading, who advised that a retailer should not alter a customeru2019s item during inspection and cannot refuse a refund or exchange for faulty goods under store policy. I have also escalated this issue to Bevilles head office customer service and my bank, which is currently assisting me with recovering my refund.nnThis experience did not align with my expectations or with consumer rights regarding faulty goods. I hope management reviews this matter and improves how similar situations are handled in the future.

The staff at this store are polite and helpful. I made a mistake about an item and it was clear to the staff that the error was on me however they professionally and courteously assisted me without fuss or annoyance. Very impressed by their customer service! Thank you

I purchased a ring and got it resized but it had broken the same day that I had received it back from the resizing.nnOn purchase I was assured that I had a one year warranty on the ring and if anything happens to it I could receive a refund but when I went into the store requesting a replacement the lady at the counter only offered an exchange, I told the woman that I did not want an exchange and just want my money back to which she ignored me and started showing me other rings available. I told her that I did not like any of the rings and again asked for a refund, she finally agreed and started processing the refund but the manager intervened and said that I could not have a refund or an exchange.nnI replied stating that the ring has a one year warranty and he instantly changed his story and said he will take the ring from me and get it repaired. I told him that I do not want a repair I just want my money back as if the item is so low quality that it breaks on the first day it obviously is a faulty low quality product that will not last.nnThe manager began arguing and screaming at me, lying saying that I canu2019t get a refund and bullying me into accepting the repair. I explained the situation to the customer service line and they told me that I am 100% eligible for a refund and to go in store to receive it but when I went into the store the manager told me that because it has been repaired I can not have a refund.nnIt has been a year since this incident and despite wearing the ring only twice it is absolutely destroyed due to the horrific quality and I havenu2019t received a refund or resolution.