The solitaire diamond of my engagement ring was loose so I brought it into Mappin's Jewellers (owned by Zales) to have it secured. I don't know why but they altered the setting so much that I didn't even recognized the ring. It was completely different. They tried to fix it but couldn't. That's when the customer services guy, John Berry, told me to take it or leave it!!! Unbelievable, they damage my most important piece of jewellery and they tell me too bad. I held my ground and they agreed to send it to the original maker of the ring (Birks) to have their jewellers repair the damage. Even though John Berry told me that their repair job was "good enough, " Birks was unable to repair the ring and had to make a new one from the wax model they had in their inventory. That was more than 18 months ago and I still haven't got my ring back! What a completely useless company and their attitude only makes things worse. I submitted a claim to their legal department and no one has even bothered to respond. I am torn up inside. Not only did the ring cost more than 5K when it was bought from Birks 15 years ago, but it means everything to me! Do not buy from Mappins or Zales. Birks on the other hand have been wonderful!!!