Russell Lane

We cannot believe how shabbily we have been treated by this jeweller!!
My partner and I were on holiday in the Cotswolds and we came across this jeweller in Warwick. We were looking to upgrade my current solitaire diamond engagement ring for a larger stoned solitaire, and we saw one in Russell Lane's window that we liked.
On entering the shop we were greeted by a female assistant. We explained that my existing ring was a 2 carat solitaire( this was how it was described to us when it was bought in a reputable jewellers in Southport ) and we would like to put it in part exchange against the larger ring in the window. The assistant measured the spread of the table of the diamond and agreed that it was showing 2 carats but as the manager of the shop was off that day, she would have to have him look at my stone carefully before any prices could be discussed. So, to show that we were genuine and not time wasters, we agreed to leave my ring with them to be appraised on the understanding that if the deal offered to us in part exchange was agreeable to us, they would keep my ring and we would pay the balance after the new ring had been sized to fit my finger. Alternatively if the offer was not acceptable to us, they would return my ring to me by secure post/courier.
So the following day the owner/jeweller assessed my diamond ring and put an offer to us over the phone which we accepted there and then. We were told the new ring would be altered to fit my finger and when it was ready to be delivered, we would pay the difference due for the part exchange.
The following day, after we were back from holiday, we received a call from the jewellers to say they had called in their jeweller and told him to remove the stone from my ring so they could weigh it etc. Having weighed the stone, it came out as 1.81 carat not the 2 carats we had genuinely understood the ring to be for several years, so they were changing the deal and wanted us to pay the difference. Naturally, we were very upset at this because we had made a verbal contract to buy the ring at the agreed price and now they were altering their offer. We were not even contacted to say they were going to dismantle my ring which in view of the fact that I still owned it I was rather upset about, I would have thought a phone call to let us know what they were planning to do would have been in order. So at this moment in time I have neither my own solitaire or the new one and Russell Lane's are holding all the cards The jewellers still hold my ring and they say they are going to return it to me but will I get it back the same?
To say we are bitterly disappointed is an understatement. We entered into this agreement in all good faith and even though the ring was thoroughly examined before the offer was made to us, it would seem that they can go back on their word at a moment's notice .
We love jewellery and have bought many lovely pieces over the years, but we have never been treated so unprofessionally before and we would advise anyone thinking of buying a valuable piece of jewellery to think long and hard before walking into Russell Lane of Warwick.

I have been coming to Russell Lane for years and I have never had a bad experience! All the staff are extremely helpful, friendly and well mannered. I will 100% continue to use Russell lane in the future as I have never been left disappointed :)

I bought my fiancees engagement ring from here and will definitely be going back for everything from now on. Cannot fault the shop, really nice jewellery and the service was fantastic.

Excellent up market jeweller -- fantastic stock and staff to much

Brulliant, fantastic quality, proper jewellers.

My favourite jewellers, great service and friendly helpful staff

My favourite luxury jewellers! We have bought beautiful jewellery from Russell Lane for over 20 years. Recently I received a stunning 1920s diamond ring and the service was still excellent and personalised.