What is my legal responsibility - secondhand jewellery sale

[jewellerjim]

The jewellers I work in sells some second hand jewellery. The items are clearly marked sold as seen, and recently we have sold to a gentleman a white gold eternity ring and engagement ring. The shanks on the rings are very fine . We always offer an exchange or credit note to customers and we do not have to offer refund by law providing the goods are returned in the original state within a reasonable length of time.

The customers wife brought the rings in last week saying that she wanted the rings resized. The cost was pointed out and they were sent to out jobbing jewellers. The rings were being made smaller, which means that the piece being cut out to make smaller would be remoulded into the shank, which makes the shank thicker. Customer collected them, paid and complained that she didn;t feel it was right she should have to pay. I reiterated that second hand jewellery is sold as seen and that repairs/alterations are always at customers expense. She paid and left.

Today she returned and complained about the standard of the repair - she said the shank was much thinner than it had been before - which in my opinion it is not. The shank is only thinner if a ring has been increased in size as the ring is stretched. We failed to agree on who was right and she stormed off saying she was going to trading standards.

Where do I stand legally? Normally we would sort out customer 'complaints' if we are in the wrong, but this woman is not right and was very argumentative and rude. We have excellent customers so I am not frightened about what she is going to tell people. I just need to know my rights in case she comes back in tomorrow.

Thanks

[ninja100]

sounds like she may only have a court claim if she can 'prove' that the shank is thinner than it was before i.e. proof of weight before and after or some kind of expert opinion about standard of service. Doubt she has this prrof of weight and the matter hardly warrants expert opinion for a small claim in the county!
Can't see trading standards being that interested in this....If I were you I would check your local trading standards authority website (usually accessible through your local borough council's website). Read what consumer advice they give so you'll know what to expect from her and whether she is full of bull. good luck

[DTCwordfan]

Also what you have told us about standard practice on making rings smaller, is there any industry training manual/guidelines ect that outlines this......make a copy of that available for her....
Does sound like she is out to cause trouble and avoid the bill. How much was it and what was your profit margin?

Might be worth considering giving her a one-time goodwill and 'no acceptance of guilt' (or whatever the term is) of say a 1/3 - and write out an invoice with this action clearly stated on it and get her to sign it so you have a receipt and she does.....