The Jewellery Channel

This is not a post I wanted to write, but the company have given me no choice. I want to warn others in regards to buying jewellery from this company and their shocking customer service.

TJC Style are a disgrace. My fiance purchased an engagement ring from TJC in August last year, and it had been in use since September 2023. In October 2023, I noticed one of the prongs that had been holding the stone in place, had snapped off. I took my engagement ring off on most occasions so it didn't get damaged so was shocked to see this had happened.

This was repaired elsewhere as I didn't feel comfortable sending it off to them at this stage (and on their website they state the ring is still covered if repaired elsewhere).

Fast forward to April 2024. We had gone camping, and I ALWAYS take my ring off at night. When i woke up in the morning I went to put my ring on, to notice the stone had fallen out, and the stone was nowhere to be found. I was heartbroken.

We contacted TJC who requested the item to be returned in the state its in, which we did on the 6th April 2024. It arrived with them on the Monday (8th April 2024). We contacted them on the Tuesday 9th April 2024 to check it had been received and to update the address on the system (as they still had an old address on their despite us stating several times we had no access to that address anymore).

We then called again a week later, to be told "it's with our quality assurance team, you will be contacted soon"

We called a week after that, to be told there was nothing they could do without the tracking number?? This was given to them by the phone and they then advised "we will be contacted within 5 days", we asked again on the same call, "yes you will be contacted shortly"

About a week later, we sent them an email requesting an update.

This was 4 weeks after we had sent the ring to them. We advised them they had 7 working days to give us an update otherwise we would be contacting the appropriate authority. They responded straight away, and said they had "escalated the request" and would strive to get back to us within 7 working days - the last day of this was Tuesday of this week (21st May 2024).

We emailed them again on Tuesday (21st May 2024) with a formal complaint. We have given them until today (Friday 24th May 2024), and they responded to our email on Tuesday to state they were "escalating our query" AGAIN, and would get back to us within 72 hours.

We have requested an update or a refund because it is now SIX weeks without the ring.

We have had nothing. No updates whatsoever. I have no clue where the ring even is at this stage. I know it's still early on the Friday for a response but with their track record, I doubt we will get one.

At this stage my partner just wants a refund and to purchase from another company.

The fact the ring broke within a month of being used (and fully broke away within 6 months) is shocking.

Please be careful with this company. I cannot believe the service we have received especially with the item being expensive

TJC Customer Service?! I purchased some Royal Bali watches which did not have instruction manuals/booklets. I felt uncomfortable gifting the watches without the instruction manual as it appeared that they were secondhand. A friend knew someone who had also purchased a Royal Bali watch and received an instruction manual/booklet. I contacted TJC to request instruction manuals be forwarded. The most recent watch was not working and I didn't know if it was automatic or required a battery; this is a record of the calls I made to TJC:

- 2/1/2024: Customer Services advised the instruction manuals would be received in a few days.

- 6/2/2024: The manual was lost in transit by Royal Mail, I would receive replacements in 5 days.

- 13/2/2024: The instruction manual was requested from the supplier on the 12/2/2024; will dispatch tomorrow. I was offered a copy of the instructions by email and indicated I did not want this and would wait for the paper manual to arrive by post.

- 20/2/2024: A4 sheet of instructions received; despite advising I wanted a hard copy of the official manual. Half the instructions were missing, and this was not a copy of the supplier's manual.

- 2/4/2024: Instruction manual not received; TJC unable to take a manual from another watch. On asking if the watch was battery or automatic, I was advised it was Swiss movement. I explained that Swiss movement does not determine if a watch is automatic or battery and was told it seems like battery as automatic not stated. The customer service representative advised that I could not return the watch as the 3 month return period had expired. Royal Bali watches have a 6 month guarantee! I asked to speak to a manager and was told that the issue would be escalated and that the team would call me back by Friday. I was not contacted by TJC.

- 22/04/2024: I was advised that I had received the instructions on the 20/2/2024; the watch was battery operated and that I needed a key to access the battery. I advised I had not received a key, there was no mention of a key in the A4 sheet and I still wanted a copy of the manufacturer's manual. I would receive the manual in 4-5 days. The adviser said that I could return the watch. I asked for a member of the management team to call me. I did not pay the full price for the watch and was concerned that if I returned it, it would be lost. I wanted to ask a manager to confirm that the watch would be returned and if not replaced. I was advised that management would call me if in 5 days time I had not received the manual and if I was still unhappy. I said that I had been waiting for a call from management since 2/04/2024 and that they do not appear interested in customer care or resolving problems. I advised that if I did not receive a call back I would publish an account of events online. The customer service representative said that I could expect a call back from a higher department supervisor or manager between 12 and 3 pm tomorrow afternoon. No callback received.

- 09/05/2024: I advised that I should have received a callback from a manager by 26/04/2024 and had not been contacted; manual still not received. The customer service representative said I would receive a manual in 5 working days (only 1 manual and not additional manuals that customer service had previously agreed to send for watches purchased in the past).

No one will call me back; there is no record that someone was going to call me. I asked what the escalation procedure was and the response given was 'regarding what'. I asked to speak to a manager, the customer service representative said there was no manager, and that she had checked this with her higher management; they had tried to send the manual but it may have got lost.

I have made many purchases from TJC over a number of years. I have in the past emailed the CEO and received help from his secretary. The last time I did this I did not receive a reply. I have emailed the Customer Services Manager and have not received a reply.

TJC does not value customers or customers' time, and it seems acceptable to communicate a callback to resolve a problem when there is obviously no intention of doing so.

I hope this is helpful to potential TJC customers.

Please can you stop your presenters and managers from shouting, being aggressive, rude, and banging the table? We should not be subjected to this.

This is out of order. I have asked for this to stop on many occasions. You seem to think it's acceptable. I have complained to customer service many times, as well as to the head of customer service.

I think I have been very fair but my complaints have mostly been ignored. The issues I raised are still occurring. This is why I have now made this post. Please stop shouting, being rude, aggressive, and banging the table.

It's not acceptable.

Surely, I do not need to name those responsible. You know who you are.

BUDDHI SCREAMING AT CUSTOMERS GET OUT OF YOUR COMFORT ZONE HOW CUSTOMERS ARE BEING FORCED TO BUY IF THEY CAN'T AFFORD TO BUYING TEAM ON AIR TO BE AGGRESSIVE PRESENTERS ALSO BEING AGGRESSIVE HOW TJC IS DESPERATE TO PUT CUSTOMERS INTO DEBT PREYING ON VULNERABLE PEOPLE

PRODUCER'S DON'T STOP THIS AGGRESSIVE BEHAVIOUR

I ordered a £200 pair of earrings. TJC sent a design that was not compatible with my ear shape, not the actual design I paid for.

I complained because I lost one of them, which incidentally, I have now found! They asked me to return the one earring for a refund, then refused a refund because I only sent one! I have been trying for weeks to get my postage costs refunded and I keep getting fobbed off with a standard 'please wait for 3 business days.' Weeks later and dozens of emails later, I am still waiting.

If it is true that this company is going into liquidation, I'm really not surprised! Good riddance!

They don't care iam terminal and have since August been promissed on e mails and phone a full refund. The manager meant to ring me ,as i rung again waiting 10 days again for refund in bank.as again they said they re apply for refund.

Iam going to small claims court as on public reviews many don't get promissed postage refunded and give up. Making tjc keeping that money. Is illegal. I found a solicitor as no dyieng person should have all this stress almost 4 months now.

Took photos of their e mails and all calls made to them since 31.08.2023.

Had enough of their lies. Manager may ring as I posted reviews everywhere even on trustpilot.