As that was the last set and we really liked the design, we agreed to the manager's suggestion to replate the rings. The replating was done twice but the result remained unsatisfactory. At that point, the apologetic manager offered us free-plating life-time service, signed on his name card with the company's chop to confirm the commitment. We were assured by his gracious offer and kept the card and his promise in good faith.

But, when we returned to request replating service last Tuesday, the staff who attended to us refused the request. The reason she gave was that the manager who made the promise to us was no longer with the company. She also consulted the company's branch manager on the telephone and then told us that the company had no such policy. The agreement made by the manager who sold us the rings was a personal one and not binding on the company, we were told.

She then proceeded to offer us plating service at the 'lowest cost' for our rings. We were told that if we were unhappy, we could file a complaint with the company's customer service section.

We are disappointed. Firstly, we were given to understand originally that the previous manager had made a promise on behalf of the company. It was not a personal agreement. It was a promise made between us and D'Meyson. Secondly, the cavalier attitude of the staff prompted us to write about the matter, rather than offer D'Meyson's customer service feedback.

Dr Adrian Koh Soo Jin