Have been calling them all day. They have an automated system, Once you do speak to a person, they transfer you and cut you off.

Hi guys. Still needing some help please. The email NatWest sent saying they could not help was from the retail disputes team and turned out to be a no reply email address. Have tried calling them to get an email address i can reply to, but spent half the day getting bounced around their automated system. Does anyone have any email addresses for NatWest in relation to a section 75 claim or any contact details that may be useful please?

Have just replied to their email stressing that i wish to make a section 75 claim and not a chargeback and copied and pasted the part of the act that covers this situation. Will wait and see if they come back to us, If not will get on the phone and pursue it that way. Thank you

Yes, It was a credit card.

Just received a response from Natwest saying that they can nit help because it is not within the timescales.

Thanks Dx. Still finding my way around this forum thing. Cant tell you how grateful I am for all the help. Just submitted the 75 to Natwest. Fingers crossed.

Natwest

If i did it through the bank, they seem to have an online form. I wondered if this is the best way or to do a letter, add supporting documents and send them through the post, recorded delivery ?

I am unfamiliar with dealing with anything like this and quite a bit of confusing information on the internet. Never even used a forum before! Can you tell me how best to do the Section 75 ? Do I do it through my bank or directly through Mastercard? Also, hard copy recorded delivery or online? Does it matter that because of all the time this ring has been going back and forward from me to H Samuel, it has been nearly 12 months since we purchased it ? Also, last thing ( I think) Is there a difference between a section 75 claim and a chargeback claim?

That's what we thought, but the store manager is inferring that, as the jeweller we used was not a member of the NJA, no one would give what he said, any credence. The Jeweller we used is in fact, a long established, well respected company, with 2 store and rather than just being a retailer, they craft the most exquisite jewellery inhouse! I wish my Fiancé would have bought from them rather than H Samuel! Do you think we do need to get another report from and NJA accredited Jeweller ?

Will do x

How did your fiancé pay for the ring? credit card

Looking for some help and advice please. My fiancé purchased an engagement ring from H Samuel on the 8th May 2023. He opted for their design service as I love rainbow moonstones and diamonds, and he wanted it to be unique. He collected the ring on 20th June 2023, the cost was £1626.00 Shortly after, he proposed and I began wearing the ring. Within a matter of weeks, I noticed the main stone had fallen out. I was devastated. We took it back to the H Samuel store and was told that they would send it back to the people who made the ring, for their advice. If they felt it was damaged by me, we would need to pay for the repair. I was horrified as I had only worn it for a few weeks and had done nothing, that could be considered damaging it! I pointed out that this was an engagement ring and they had known this all along. An engagement ring needs to be robust as it is meant to be worn all the time. They took the ring from me and sent it away. They had it for over a month and then came back to me to say they would repair it free of charge on this occasion. When I collected the ring, they had replaced the original moonstone with one which was completely different. It really didn't look very attractive at all. A plain white stone with no colour and resembled a lump of plastic. I was so upset. I told them I was unhappy with the look of the stone and it wasn't what we had wanted when we had the ring designed. They took it back and after another month, contacted me to say I could collect it. They had replaced the stone and the ring looked a lot better. I began wearing it again, but after a few weeks I noticed the stone was loose again. I had to take the ring off because i was frightened of losing the stone again and have not been able to wear it since. I contacted H Samuel again, but this time requested a refund. The ring is clearly not fit for purpose as it can not be worn for more than a few weeks without the stone coming loose or falling out. The manager said that it was my fault as I had damaged the ring and they were unable to do anything else. There was no damage to the ring and this seemed to me to be just a way of avoiding doing anything. I took the ring to an independent jeweller who told me that the design was flawed and they agreed the ring wasn't fit for purpose as an engagement ring. The jeweller put that in writing for me and also confirmed that there was no sign of any damage that could account for the stone coming loose. I sent an email to the manager of H Samuels, attached the email from the jeweller and several pictures of the ring, showing that the stone had come lose again. I requested a refund as I has given them ample opportunity to fix the ring but it was not fit for purpose and could not be worn with confidence. He responded by saying they wanted to take the ring back to assess it. I replied that they had already had it twice and I do not believe they could do an impartial report on their own work. I suggested that if they were not prepared to accept the word of the jeweller I had already seen, we could agree upon another independent jeweller and have another report done, which we would agree to abide by the findings. He completely ignored this suggestion and has not given me a refund. Getting engaged should have been one of the most special times of our live, but H Samuel have completely ruined it. We have both been through so much hurt and upset over this and just want our money back, so we can buy a ring that I can actually wear. I seem to be going around in circles here and it is clear, they don't care and do not intend to help. I am just looking for advice on what to do next please?