Acotisdiamonds Anmeldelser 

Besvarelse fra Acotisdiamonds

For 1 dag siden

Dear Samantha,

Thank you for your feedback regarding order AD134086.

I am sorry that you are disappointed, particularly as the earrings were intended for your mother's 88th birthday. However, I do need to clarify the information regarding the dispatch and delivery timeframe, as unfortunately your review does not accurately reflect the information displayed when the order was placed.

Your order details are as follows:

Order: AD134086
Order date: 28 August 2026 at 11:25
Item: 9CT Yellow Gold 10mm Hinged Sleepers Earrings ES144
Item price: £117.30
Stock status at time of purchase: “In Stock with Supplier | Usually dispatched within 3 to 5 days”
Delivery service selected: Royal Mail Next Day Delivery Before 1pm
Delivery charge: £8.99
Dispatch date: 2 September 2026
Royal Mail tracking: AS313623254GB

The important distinction here is between the dispatch timeframe and the delivery service.

At the point you placed the order, the product was clearly advertised as:

“In Stock with Supplier | Usually dispatched within 3 to 5 days.”

This means the item is held with our supplier and normally takes 3–5 days to be dispatched.

The £8.99 Royal Mail Next Day Delivery service you selected does not override the advertised 3–5 day dispatch timeframe, nor does it mean that a supplier-stocked item will be dispatched on the same day it is ordered.

The Next Day service applies once the item has been dispatched.

Your order was placed on 28 August and dispatched on 2 September, meaning it was processed within the advertised supplier dispatch timeframe.

You state that because you paid for expedited delivery, “you would expect that when you chose the option to pay the additional expedited delivery charge they get dispatched same day.”

Unfortunately, that assumption is incorrect. If paying for Next Day Delivery automatically changed a clearly advertised 3–5 day supplier dispatch timeframe into same-day dispatch, there would be little purpose in displaying the stock and dispatch information against the product.

We make this information available specifically so customers can make an informed decision before purchasing, particularly where an item is required for a specific date or occasion.

I am genuinely sorry that the earrings may not arrive in time for your mother's birthday. However, we cannot reasonably be held responsible for a missed date where the order was placed only a few days beforehand and the product clearly stated that it would usually be dispatched within 3–5 days.

Your order has now been dispatched using the Royal Mail Next Day Delivery Before 1pm service that you selected and paid for, under tracking number AS313623254GB.

I do accept your comments regarding communication. If you contacted us and did not receive a response promptly, then I apologise for that, and this is something we will review.

However, I cannot agree with the suggestion that we advertised or promised same-day dispatch or that the order has been dispatched outside the timeframe advertised at the point of purchase.

We have fulfilled the order in accordance with the stock availability and dispatch timeframe displayed when you ordered.

Kind regards,

Mike
Acotis Jewellery

Besvarelse fra Acotisdiamonds

21. aug. 2026

Thank you for your review.

We have checked your order and can confirm that the item ordered was clearly showing the following stock status at the time of purchase:

“In Stock with Supplier | Usually dispatched within 3 to 5 days.”

This means the item was held with our supplier and needed to be received by us before dispatch. The 3–5 days refers to the usual dispatch timeframe, not the final delivery date.

Your order has now been dispatched today, Friday 21 August 2026, via Royal Mail.

Your tracking number is:

VU473261382GB

We do appreciate that you would have preferred more communication while waiting for the order, and we will take that feedback on board.

Your parcel is now on its way and the Royal Mail tracking will update as it progresses through their network.

Regards,
Acotis Jewellery

Besvarelse fra Acotisdiamonds

Opdateret den 17. aug. 2026

17th Aug 2026 - NO REPLY WITH ORDER DETAILS SO COULDNT HELP!!

13th Aug 2026 - Please share your order number

Besvarelse fra Acotisdiamonds

6. aug. 2026

We are genuinely disappointed to read this review as it does not accurately reflect what happened or the considerable goodwill we extended throughout this matter.

The order was placed with us and entered our dispatch process almost immediately. We pride ourselves on dispatching orders quickly, which is exactly what happened in this case. Whilst you subsequently decided that you wished to cancel the order, your request was received after the order had already progressed through our fulfilment process and was no longer capable of being stopped. We appreciate this was not the outcome you wanted, but it was certainly not due to any failure on our part.

Once the order had been delivered, the items were then retained for a considerable period before being returned to us. Our records show the return was received well outside our published returns period. Our returns policy is clearly displayed on our website and forms part of the terms agreed to when an order is placed.

Under those circumstances, we would have been entirely within our rights to decline the return altogether and send the items back to you. Instead, we chose to offer a goodwill resolution by issuing the full value of the items as store credit. This was a discretionary gesture made in an effort to resolve the matter fairly, despite the return not complying with our returns policy.

We also note your comments regarding communication. We responded to your emails, processed your return on receipt, and kept you informed throughout the process. Whilst there may have been an initial misunderstanding regarding the refund method, this was clarified once the return had been assessed against our returns policy. At no point did we ignore your correspondence or refuse to deal with your complaint.

We fully appreciate that customers sometimes change their minds after placing an order. However, when an order has already been processed and dispatched, and is then returned outside the permitted returns period, it is unreasonable to suggest that the retailer has acted improperly by applying its published terms and conditions.

Besvarelse fra Acotisdiamonds

17. jul. 2026

Hi,
Firstly, please accept our sincere apologies for both the delay in resolving your return and for the lack of communication throughout the process.
The reason for the delay was that we were waiting for confirmation from our supplier as to whether a replacement bracelet could be obtained. We chased them on a number of occasions and, unfortunately, only recently received confirmation that the bracelet has been discontinued and that neither a repair nor a replacement is possible.
We fully appreciate that this has taken far longer than it should have, and we are genuinely sorry for the frustration and inconvenience this has caused. We also acknowledge that we should have kept you updated more regularly while we were awaiting the supplier’s response.
Although we initially offered an alternative piece of jewellery of the same value, we completely understand your preference for a refund given the length of time this matter has taken to resolve.
As a gesture of goodwill, we have now processed a full refund to your original payment method. Depending on your payment provider, this may take a few working days to appear in your account.
We are truly sorry that your experience with us did not reflect the level of service we aim to provide. We appreciate you bringing this to our attention and giving us the opportunity to put things right. If, once you have received your refund, you feel that we have resolved the matter fairly, we would be grateful if you would consider updating your review to reflect the outcome. Of course, that decision is entirely yours.
Thank you again for your patience, and please accept our sincere apologies.