Avoid at all costs. My father bought a necklace and paid for next day delivery. The parcel didn’t arrive and he received an email saying there was a delay in shipping. Since then we have contacted the... Toon meer
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Lees wat reviewers zeggen
Ring was as described, very professional presentation, box and bag. The only downfall was that the courier left it in my fron garden i really don't think thats acceptable for jewellery and expensive i... Toon meer
Bedrijf heeft geantwoord
I spotted this pearl pendant that would be idea for a 30yr anniversary gift. I had never used this company before and thought I was taking a gamble. I ordered it and got an email confirmation almost i... Toon meer
Bedrijf heeft geantwoord
The ring I ordered for my sister and was stunning. It came beautifully packaged with an authenticity certificate. Sadly, it was too small and I had to return it. Amy at Customer Services was extrem... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Bail & Stone is a leading online jeweller, providing a diverse choice of beautiful women's jewellery in a multitude of styles. Every jewellery piece is expertly designed in the UK, handcrafted using the finest solid gold and platinum metals. Minimalist and contemporary staples, classic birthstones, and meaningful jewellery pieces for the moments that matter: At Bail & Stone, variety and choice are in abundance.
Contactgegevens
Endurance House, Team Valley Trading Estate, NE11 0EF, Newcastle Upon Tyne, Verenigd Koninkrijk
- 0800 97 88 111
- sales@bailandstone.com
- bailandstone.com
4,0
Goed
191 reviews
Heeft 69% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
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** AVOID THIS COMPANY** My husband and…
** AVOID THIS COMPANY** My husband and son purchased a very expensive diamond butterfly necklace from Bail and stone for my special birthday. He spent in excess of £400.00.
It was bought in advance of my birthday so by the time I had unwrapped the gift and tried it on it had passed the 30 day refund policy period.
I was initially pleased with the necklace however upon wearing it, the necklace flipped upside down and back to front meaning that the diamonds were no longer visible as fell against my neck due to the weighting and you couldn’t even tell what the pendant was. I contacted the company as they have a 1 year policy, sending numerous photos of the necklace facing the wrong way, twisting back to front and asked if they could resolve the issue or provide a like for like replacement that could be worn as intended.
‘David’ the ‘head of customer experience’ told me he wanted me to be ‘delighted with my purchased’ however informed me that he could not swap the necklace as ‘could not guarantee the same issue would not happen again’
David then advised me that the issue was actually with ‘my preference to how I wanted the necklace to fall when wearing it’
I’m sorry David, who on earth would spend £400 on a gold diamond butterfly necklace to be happy with the pendant to rotate completely when worn and flip upside down meaning that the diamonds cannot be seen at all?
To be quite frank, the customer service was an absolute joke. Nowhere in the description does it state that the diamonds would not be visible when wearing the necklace or that for £400 you’d need to have the necklace altered in order to wear it?! Utter madness.
‘David’ still maintains that nobody else has reported issues with the necklace which is clearly ‘not fit for purpose’ as you cannot even see it is a butterfly when wearing it. I would strongly advise David to read the trust pilot reviews of which one also reports the same issue!
For anyone wanting to purchase a costly piece of jewellery avoid this company at all costs, they dishonestly sell items that are not fit for purpose and offer no resolution. Thankfully I have a large social media following and can advise any subscribers to avoid this company like the plague.
Thankfully my husband has insurance with Klarna so we are making a claim that way. It is also worth noting the lack of engagement on social media, which is usually a very clear indicator of customer experience.
15 augustus 2025
Review zonder uitnodiging
Antwoord van Bail & Stone
Good morning Sarah,
Thank you for taking the time to share your feedback.
As explained in our previous correspondence, your order is now outside our 30-day refund period. For this reason, we are unable to issue a refund.
That said, your necklace remains fully covered by our 12-month warranty. In line with this, we are able to offer either a like-for-like replacement of the same item or an exchange for another piece of similar value from our collection.
We appreciate that this may not be the resolution you were hoping for. However, as no fault has been identified in the manufacture of the piece, we are unable to process a refund.
If you wish to discuss this further, please feel free to respond to any of my previous emails, and I will be happy to assist.
Kind regards,
Bail & Stone
Director of Customer Experience
Great customer service
Great customer service, nothing was an issue. Really helpful and friendly, speedy exchange.
30 juli 2025
Review zonder uitnodiging
Antwoord van Bail & Stone
Good morning Jemma,
Thank you for taking the time to share your wonderful feedback.
Kind regards,
Bail & Stone
Customer service was excellent and…
Customer service was excellent and dealt with my query very quickly. Sent my sister her gift to Australia instead of me having to send it.
19 juli 2025
Review zonder uitnodiging
Antwoord van Bail & Stone
Good morning Catherine,
Thank you for taking the time to share your feedback.
We’re delighted to hear that our customer service team was able to assist you quickly and make gifting to your sister in Australia a smooth experience.
Kind regards,
Bail & Stone
Antwoord van Bail & Stone
Good morning,
Thank you for taking the time to share your 5-star review.
Kind regards,
Bail & Stone
Lovely Ring I got my daughter for her…
Lovely Ring I got my daughter for her 40th birthday
23 mei 2025
Review zonder uitnodiging
Antwoord van Bail & Stone
Good afternoon Glenda,
Thank you for taking the time to share your wonderful feedback.
We hope your daughter had a fantastic 40th birthday and that the gift made it even more special.
Kind regards,
Bail & Stone
very subtle statement and comfortable
very subtle statement and comfortable. arrived on time and was carefully handled
18 juli 2025
Review zonder uitnodiging
Antwoord van Bail & Stone
Good afternoon,
Thank you once again for shopping with Bail & Stone.
Kind regards,
Bail & Stone
Fantastic purchase
Fantastic purchase! Very easy to order and came in no time at all.
Was everything my fiancée ever wanted!
17 juli 2024
Review zonder uitnodiging
Antwoord van Bail & Stone
Good afternoon Ryan,
Thank you for taking the time to share your amazing review.
We're glad the ordering process was smooth and the delivery was prompt.
Kind regards,
Bail & Stone
Cannot recommend Bail and Stone enough
Cannot recommend Bail and Stone enough. Customer Service excellent, delivery precise and quality outstanding.
26 juni 2025
Antwoord van Bail & Stone
Good afternoon Leanne,
Thank you for taking the time to share your amazing 5-star review.
We're delighted to hear that you were happy with the service, delivery, and quality. Your recommendation is greatly appreciated.
Kind regards,
Bail & Stone
They were fantastic
They were fantastic, especially as the original ring was the wrong size, but they sorted it out for me.
25 juni 2025
Antwoord van Bail & Stone
Good afternoon Joshua,
Thank you for taking the time to share your feedback.
We're glad to hear our team could help get the sizing sorted quickly for you. Your satisfaction means a lot to us, and it's great to know you’re happy with the outcome.
Kind regards,
Bail & Stone
Thank you
Thank you. Clear website, item as described, delivered promptly. Well packaged and presented. Very nice item and perfect gift.
Thanks again.
9 juni 2025
Antwoord van Bail & Stone
Good morning,
Thank you for taking the time to share your 5-star review.
Your kind words are greatly appreciated and are a pleasure to read.
Kind regards,
Bail & Stone
Antwoord van Bail & Stone
Good morning David,
Thank you once again for shopping with Bail & Stone.
Kind regards,
Bail & Stone
Although the stones were not what I…
Although the stones were not what I expected Amy played a blinder and arranged returns and reimbursement quickly and efficiently.
12 juni 2025
Antwoord van Bail & Stone
Good morning,
Thank you for taking the time to share your kind words.
We’re glad Amy was able to assist you promptly and efficiently.
Kind regards,
Bail & Stone
Diamonds much smaller than expected…
Diamonds much smaller than expected judging by the picture but service was impeccable
16 juni 2025
Antwoord van Bail & Stone
Good morning Paul,
Thank you for taking the time to share your feedback.
We’re glad to hear you found our service impeccable. We appreciate your comments about the diamond size and will certainly use this to make improvements to our overall customer experience in the future.
Kind regards,
Bail & Stone
Antwoord van Bail & Stone
Good afternoon Darren,
Thank you once again for shopping with Bail & Stone.
Kind regards,
Bail & Stone
Very pleased with my purchase looks…
Very pleased with my purchase looks stunning would definitely order from you again
29 mei 2025
Antwoord van Bail & Stone
Good afternoon,
Thank you for taking the time to share your wonderful 5-star review.
We look forward to helping you again with your next order.
Kind regards,
Bail & Stone
Antwoord van Bail & Stone
Good afternoon Carole,
Thank you very much for your excellent review.
We’re delighted to hear you had such a positive experience with us.
Your satisfaction is our top priority.
Kind regards.
Bail & Stone
Antwoord van Bail & Stone
Good afternoon Daniel,
Thank you for taking the time to leave such an amazing review. We’re very pleased to hear your experience with us was so positive.
We’re delighted to hear you’re happy with your purchase and that it met your expectations.
Kind regards,
Bail & Stone
Antwoord van Bail & Stone
Good morning Sue,
Thank you for taking the time to share your wonderful feedback.
Kind regards,
Bail & Stone
Antwoord van Bail & Stone
Good morning Holly,
Thank you for taking the time to share your amazing feedback.
Kind regards,
Bail & Stone
Wasn't a great experience they dropped…
Wasn't a great experience they dropped the items to the wrong address for now apparent reason had to go searching for it when it said it was delivered when it wasn't the items itself were a bit flimsy I mean the chain broke as soon as someone more it which isn't great as a gift wouldn't really suggest going with them the items are a lot smaller than than pictured so now I have to replace one of the chains
22 april 2025
Antwoord van Bail & Stone
Good morning,
Thank you for taking the time to share your feedback, and I’m sorry to hear about the issues you’ve experienced with your recent order.
I understand your frustration—it must have been incredibly frustrating to track down a misdelivered parcel, especially when you were expecting it to arrive safely and promptly. We also regret that the item did not meet your expectations in terms of quality and presentation, and I apologise for the disappointment this has caused.
Regarding the broken chain, if this is due to a manufacturing defect, we would be more than happy to offer a replacement under our warranty. Please don’t hesitate to reach out to our team with further details or photos, and we’ll do everything we can to resolve this for you.
If you need assistance with anything else or have any further questions, please feel free to contact us on 0800 97 88 111. Our phone lines are open from 9am-5pm (GMT), Monday to Friday, excluding bank holidays. Alternatively, you can reach out to one of our Customer Service Advisors via the live chat feature on our website or email us at sales@bailandstone.com, and we’ll aim to get back to you promptly.
Kind regards,
David Whitfield
Director of Customer Experience
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