Police investigating a £250,000 jewellery heist at a warehouse in Southall informed the owners they had given up trying to solve the case within 24 hours of the crime taking place.
Thieves made off with a heap of jewels and cash from Sorrento Express, an Italian food and wine distributor in Southall Business Park, Johnson Street, after breaking in to the premises and forcing open a safe.
Heartbroken owners Julia Amitrano and husband Alfonso Amitrano, who have run the successful business for 18 years, were told of the raid by the on-site manager, who phoned 999, of the break in on Monday (June 6).
Officers, including forensic specialists, arrived and spent several hours combing the scene for clues.
But astonishingly, by Tuesday (June 7) morning borough commander Paul Martin had emailed Mrs Amitrano telling her the investigation was closed due to a lack of "sufficient evidence".
A furious Mrs Amitrano said she and her husband had not even been formally interviewed about the crime.
The Russian national also claims that officers phoned Mr Amitrano and asked him to email a list of stolen items, but closed the case before the list had been sent.
'Our enquiries are complete'
A letter from Mr Martin said: "We have investigated this incident and our enquiries are complete.
"We have checked for forensic clues, we have spoken to neighbours and recorded details of any stolen property on our databases.
"However, we do not have sufficient evidence to proceed further, which means we must close the case."
After getwestlondon contacted the Met Police on Thursday (June 9) afternoon, officers contacted Mrs Amitrano just hours later to tell her the case was reopened.
Police said the burglars forced their way through a side window sometime between Saturday (June 4) and Monday (June 6) morning.
Among the items stolen include a diamond and emerald matching necklace and bracelet worth around £100,000 and a Diamond Damiana pendant with matching rings and earrings worth around £60,000.
Thieves also took a 90 carat beryl pendant in diamond incrusted cage on golden chain worth around £20,000 and a Rolex Perpetual Datejust lady watch worth around £7,000, along with other jewellery and £10,000 in cash.
'I feel insulted'
Mrs Amitrano, who lives in Twickenham with her husband, said: "I feel insulted and I'm appalled - I can't believe it.
"When they sent that email to me - by that time they hadn't even received the list of items.
"I would like to thank getwestlondon as that is what seems to be the case (that the case was reopened following the media involvement).
"I feel unfairly treated about this. We have lived here for 25 years and we never experienced anything of this kind and we expected more service from the police."
Police claim attempts were made to secure relevant CCTV footage, but none was found.
