I am reviewing this on behalf of myself and my partner. We came into the shop on a weekend away shopping as we are from 2 hours away. We entered the shop and were instantly greeted by a member of staff Gary. Gary was instantly professional in helping us pick out some wedding rings, however his professionalism was collaborated with his fantastic humour. He and the shops service for us were second to none and we would happily return to the shop in future for further purchases. Superb.
What a difference a few miles makes! Visited here after a less than satisfactory experience earlier in the day in another H Samuel. Salesperson was great, both were in fact, great advice and pointed me in the right direction. Thumbs up for this store!
Short girl with curly hair at metro centre - rude! We have used their repair service as well as resizing for multiple rings. One of our rings was wrongly resized and the other one was left sharp on the edge (where we asked them to fix it within our original resizing request). On our return to store we were served by a man, and a short curly girl (unfortunately I don’t remember her name) that works there came over and with high voice started telling us that it’s our fault that the ring was a wrong size, talking for ages not letting us speak and once I got a chance to interrupt her she left with a comment “however I’m not a manager, just working here for many years” and left. Manager came over and sorted everything out, said that the ring is really wrong size and offered us resizing for free that’s what is within their warranty on repair. After several weeks we got back to collect rings and were lucky enough to face the same girl. Her attitude was unacceptable taking under the consideration that we only provided her with the receipt necessary for collection. When she brought out rings she remembered us and for some reason tried to prove that she was right and the service point (or whatever it’s called) charged them for resizing but since manager told that it’s for free for us then it’s free. Then she grabbed the ring that had a sharp edge and before handling it over to me said that she already checked it and she always checks and it’s not sharp (no one asked her what she thinks, the way she handled the process and emotions she was showing was rude!). And for the third time talking about resizing (she couldn’t stop talking) she said that we need to pay in the future if this happens again. Who is she and why is she working there “for many years”? We didn’t want to argue and had to accept whatever she says for to don’t spread her negative emotions.
Love the service i got from here and can officaly say with the staffs help im now all set for my wedding day with help to himd the right ring and watch set for mine and my partners big day
Very poor experience in H. Samuel, and on two separate visits. We have insurance through H.Samuel for a piece of jewellery purchased last year. With this insurance, we receive vouchers every three months to be redeemed in store. Our latest voucher, was for free rhodium plating on any item. We took my Fiance's engagement ring in store for it to be cleaned up and shiny again ready for our big day which was six weeks away at this point, and requested to use the voucher with this item. The voucher clearly states on the bottom that you do not need to present receipts or use an item purchased at H. Samuel, it can be used on any white gold item (purchased from anywhere). It took about 30 minutes to go through the process of H. Samuel taking the item. It didn't seem like the assistant knew what she was doing, and asked the same few questions over and over. She also advised us incorrectly to begin with that the voucher couldn't be redeemed since we didn't purchase from them. This in itself wasn't too much of an issue, we chalked it down to a new member of staff and hoped for a better experience on our return. However, we requested an express service on this item ready for our wedding day. I made sure several times that we would be contacted if there was an issue including if there would be any delays, or if the work couldn't be completed as it was very important to us that this work was undertaken. We received a text recently saying the ring was ready to be collected, with no indication of any problems, so we went in store to collect. We arrived in store, showed our reference number, the assistant stared at the screen for a bit and asked if we'd been called. We advised we hadn't. She disappeared for a while, and came back to advise that the ring was sent back very soon after us sending it away, as they actually send the jewellery elsewhere, where it had been decided that the work couldn't be undertaken. My fiance has been without her engagement ring for several weeks, only for this shop to have known for pretty much the whole time that the work couldn't be completed. We are now in a position of having to find a jeweller who can do same day repairs/clean/polish. The store assistant wasn't able to provide us with the reasons why the work couldn't be undertaken other than it was to do with "claws" but we weren't able to find out precisely which claws needed work or what the issues were. We experienced very poor communication, and poor service. Vouchers are pointless if you can't use them, and it makes me wonder if the insurance product that we're currently paying for will also be equally useless. If you're in a similar situation of wanting to have a ring cleaned up ready for your wedding, be warned!
