"My £6000 DIAMOND went missing in their store"

A review of Bernstones The Jewellers by Diane Fraser written on Wednesday 1st of April 2015

Regretfully I took my loose diamond with a value of at least £ 6000 which I inherited from my Mum to get a ring made. From the beginning of this horrific episode, management have taken no accountability for my distress or loss. The store manager told me there was no one with more authority that I could speak to. Through my own investigation I eventually managed to contact the area manager who completely dismissed my claim as the assistant who served me was a long term employee and was completely trustworthy. When I took the diamond in, it was in a little zip lock bag folded up in a box with 2 other items, which after discussing with the assistant, were put back in the box and laid to the side. While discussing the design of the ring, I noticed the original zip lock bag was no longer on the table but I didn't think anything of it! While I was getting ready to leave, I asked the assistant to package the diamond securely. She took all the items up to the main desk and then handed me the box which I thought contained the diamond! When I realised the diamond was missing I phoned the store and after numerous conversations I requested to see the cctv footage. I went to collect the footage as I also had a diamond bangle which was made by FH in for repair. It was then I realised the assistant had no need to go to the main desk as all the tables have drawers full of envelopes and zip lock bags! The manager was non committal when I mentioned this! You can imagine my shock and dismay that from over an hours visit the cctv footage only showed 5 mins which included not only other shoppers but also the assistant handing me back the box, which I haven't disputed! I contacted the Police and as I knew they would, they said they couldn't do anything as there was no proof but taking all my information into account they would request the full cctv footage. What a relief, I thought this would finally prove to the management that the assistant lied when she said she did not leave the table with my diamond! Low and behold FH sent the same footage as previous but this time it included a full minute of unknown shoppers after I left the store! The Police requested the full footage once again, only to be told the cctv time limit had expired! How convenient! Even after visiting the local pawn shops and coming up with nothing, the Police asked the assistant in for questioning ( something they do not do lightly ) but unless she admitted taking the diamond there was nothing they could do! As expected the assistant denied taking the stone but she did admit leaving the table but only with the earrings and pendant which were already in the box! It was the diamond I wanted safely packaged! The area manager told me he believed she did not leave the table. Even after this inconsistentancy and the fact that the CEO and other directors had no knowledge of this incident until I tracked them down and informed them! The letter I received from the retail director said " In line with the data protection laws, other customers visible in the footage had to be removed" Senior Management did not know I already have 2 copies showing unknown shoppers! They didn't even know that the Police had requested the footage! Yet they are indignant that they will not share any liability! I remember my mum getting that 3 stone ring over 40 years ago! When she knew she was dying she told me she wanted each of her girls to get a diamond from her ring! Little did I know a loyal visit to Fraser Harts would cost me my inheritance and leave me feeling absolutely devastated and totally bereft that not only have I been left without the diamond for my own pleasure but I am unable to continue the sentiment by passing on to my own daughter! Since purchasing my engagement ring from Fraser Harts many years ago, I have been a loyal customer. .Thanks for nothing!.

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