I purchased 3 diamond rings and a diamond necklace totalling around £12,000 on the 20th of December 2020 from the Glasgow Fort store. Alana and her manager (Claire I think) were brilliant and so helpful on the day but from there on the service went down hill. I left the store will 2 of the rings and the necklace as as one of the rings needed to be re-sized so Alana explained this would be done in a few days. A few hours after leaving the store I got a phone call to say that due to the shape of the diamond in the ring it couldn’t be re-sized and we would need to get a new once direct from the makers and this would take up to 6 weeks. Obviously disappointed as it was a Christmas gift but not a lot we could do. Obviously the country went into lockdown and the Glasgow fort shop was closed. Near the end of January I called the customer services number on the receipt to find out what was happening with the ring. The lady on the other line told me she had no idea where it was and that there would be people at the fort store the next day and that she would give them a call and call me back to update me. Two weeks had passed and I heard nothing. I called customer services again and another lady did find the rings ‘special order’ number and that it was with the manufacturer. She assured me should would chase them for an update and get back to me. A week later and I have heard nothing again. On the 3rd of March I called customer services for the 3rd time and spoke to Thomas. At this stage I am furious as I was explaining it all again. He assured me he would look into it and get back to by the end of that week with an update. Low and behold, Friday comes and goes with no update. I call again on the Monday (9th of March) and get Thomas who apologised that he didn’t call on Friday as he was off sick. I told him I wanted to cancel my order and get a full refund. Now I totally understand a lockdown can delay things, that’s not the reason for me cancelling. The total dis regard for me as a customer, to keep me updated or to even call me back is disgusting. Thomas done some digging and has promised me he will have the ring on the 22nd of March and it will be posted to me on the 23rd of March. I have in turn promised Thomas I am going to phone him on the 23rd of March to confirm this and that if he doesn’t have the ring to post to me then I under no circumstances will be proceeding with the order and will demand a full refund along with some sort of compensation. To remind the person reading this, I bought this £4,000 ring on the 20th of December 2020, I am writing this on the 14th of March 2021 and still don’t have the ring. Let’s hope Thomas can turn this around!