I ordered a ring from Glencara on 30 January 2013. When it arrived, I found it was too small so I phoned them to ask for an exchange. I thought it strange that I had to return the ring to an address in the (British) Channel Islands but sent it off on 5 February. After a couple of weeks, I'd heard nothing from Glencara, so I emailed them. Then I emailed them again. Finally, I got a rather bad-tempered reply that they had a backlog of returns and they'd email me when my ring was to be returned.
Oh boy, then the fun started. Long story cut short; all through February, March and early April I sent several emails but got no replies to any of them. In the later ones, I asked for either the exchanged ring or a refund. When I phoned them, I got a recorded reply stating the times they would answer the phone, and their email address. I'd always phoned during their stated hours but still got the recorded message.
Finally, I found that Glencara's parent company is TRK Holdings with addresses in Ireland and the Channel Islands. (I should add that the Channel Islands are a tax haven for many companies and individuals.) So I emailed TRK Holdings just yesterday, 10 April 2013, giving them the full story.
This morning, 11 April 2013, I received 3 emails from 'Tina' at Glencara telling me that they are crediting my card account with the purchase price. No explanation or expression of regret for the delay, just the bare bones that they'd refund my money.
Now, I still don't now why they took so long to deal with such a small item as a simple exchange for a larger size ring. Surely, that ought to be easy? But the refusal to answer a customer's requests for news of the progress of an exchange baffles me. Don't they care about goodwill; don't they expect that angry customers will complain to friends? Their whole attitude seems to be that they'll only move their arses to take our money.
So I'd advise anyone interested in Glencara's jewelry, good as it is, to pass by on the other side of the road. Failing that, if you already have a problem with them, Google TRK Holdings Ireland, then email them. I don't think it's just a coincidence that my email to TRK resulted in Glencara finally contacting me. I would have preferred the new ring but I'll accept a refund. Why should they profit from such careless treatment of paying customers? They don't deserve to stay in business if this is their attitude. My opinion now is very simple: have nothing to do with Glencara. They don't seem to give a d**n, so why should we?