Hardy Brothers Online store

A great experienced with Valentina (my sales agent) & a very happy client! – First time to buy online with Hardy Brothers Melbourne & was entertained by Valentina (sales agent ) who gave me all the attention I needed, explained everything really well & even took some photos of the jewelries I wanted to buy for my daughter’s upcoming wedding. Very pleased with the High Level of Service I received from Valentina who was so lovely, friendly, honest & had a great knowledge of the products I wanted to buy & also she really listened to what I needed most as a client. I recommend this store to anyone for their service & also the high quality of the products they have in store. My experienced was really great with Valentina!

Order paid and confirmed via email: but they keep the watch on hold for another customer and he eventually buys that! – I would give zero stars if I could. I made the Melbourne boutique call the Perth boutique this morning to make sure the watch advertised on their website was still available before buying it. The Melbourne store got back to me saying that the Perth store was keeping it on hold for some customer who had an appointment and would come to inspect it in the afternoon. Since no deposit was handed in, and since the website was still showing the watch as available, I purchased it online. The payment went through, I receive an order confirmation email and the website reports the watch to be SOLD OUT just after my purchase. All good, then? Not really. Five hours later, I find out my payment got refunded without even a courtesy call from anyone. I called the main office and I was shocked by the guy on the phone (guys, you really need to understand what proper customer service is), who didn't even apologize ONCE for what happened and didn't even offered me a possible solution to fix the problem. Since they had an identical watch available on the website (just with the steel band as opposed to the leather band), I proposed to buy that one (regardless of the fact that was more expensive) with the condition that they would offer me the same discount they applied on the one I bought earlier in the morning. They refused once again showing an unbearable carelessness  towards a problem THEY have created and a snobbish attitude that was really the icing on the cake. All I did was purchasing a watch from their website. And now I have no watch, no apologies, no valid alternative even offered. You tell me if this can even happen in a store that picture itself as a "fine retailer".