Unsatisfactory customer service

Dear Megan @ Cavendish BM the below email was sent to you on the 27th December and has not received your attention as yet.

I’ve purchase 2 gifts for my wife from Pandora this month, one for her birthday (24\12) & one for Christmas(At V&A branch). My wife is quite a big fan of Pandora’s beautiful pieces and this is the reason I chose to purchase from your brand.

On the 23rd December, I purchased the earing’s for my wife’s birthday, which I thought would go with her other pieces, I’d previously purchased.

The earing’s I bought, were simple studs which I thought my wife would like. When I gave the earing’s to my wife, I immediately got a bad reaction to the style of earing, as my wife does not wear plain studs(lesson learnt).

My wife did not try the earing’s on, nor did she even take it out of the gift box. I then returned to your Cavendish store on the 24th December (day of my wife’s birthday) and was told that the gift cannot be returned. I immediately explained the above scenario which your store manager was not willing to accommodate me or my wife on her birthday.

I must express my dissatisfaction with the way this was handled, as I was only told after making the purchase (when I brought the earing’s back to return them) that it’s your company policy not to accept earing’s back once purchased. I must insist that I be given a refund for the following reasons: 1. Nowhere in your store was this company policy being displayed, 2. The sales assistant who assisted me(Nazeerah Osman), did not advise me that I couldn’t return the earing’s once purchased, 3. Nowhere on your till slip is this policy mentioned & 4. According to the till slip, I have 14days to exchange the item on presentation of my slip. I know from experience that the consumer protection act, gives me rights in terms of these type of exchanges.

I urge you to use some discretion in this regard. I was willing to swop them for another set of earing’s however this transaction has left a sour taste in my mouth and has also disappointed my wife in your brand.

Had I been told when making the purchase that I could not return the item, I would have opted for a Pandora voucher so that my wife could select a suitable option instead.

I need feedback urgently or this issue will become public.