The solitaire diamond in my engagement ring was loose so I brought it into Mappin's Jewellers (owned by Zales) to have it fixed. I don't know why, but they altered the setting. I didn't even recognize the ring. It was completely different. They tried to fix it but couldn't. As you can see from the picture below there is still a notable difference. That's when the customer service guy, John Berry, told me to take it or leave it!!! Unbelievable, they damage my most important piece of jewellery and then tell me that it's "good enough." This is no longer the ring that I was married with. Eventually Mappins agreed to send my ring to the original maker (Birks) so that they could restore the ring to it's original shape. Even though John Berry told me the Mappins' repair job was "close enough, " Birks was unable to repair the ring and had to make a new one. 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 responded. 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!!!