Written on: 19/04/2010
5 Weeks ago my partner and I went shopping for an engagement ring, I found the perfect ring in H Samuel and tried it on as my fingers are small I had to have it found two sizes smaller. My partner paid the full amount there and then (the ring was £500 but in the sale and cost £370) Please bear in mind that I had a larger budget but this ring was exactly what I was looking for. We were told that it would be ready on 18th April (5 weeks later) On the 18th April we went to collect the ring and when the lady in the shop bought it out in what looked like a drug bag, I discovered that it was not the ring I ordered. When I expressed this I was told that the wrong ring must have been put on the stand and the order number was wrong. I was told that there was nothing that could be done as the manager was not there and told to come back the next day. The ring I ordered was not in the window so when I got home I looked on the internet for the correct one. I found my ring and it was £799 so I called the shop and told the lady the order number and asked if the manager could be there at 4pm as both me and my partner would have to take time off work I expressed could the manager please be there to make sure the matter could be resolved. We turned up today at 4pm to be told that the manager had gone home for the day. I am 7 months pregnant and walked from my office into town and taken time out of work, I was not impressed!!!
To be fair to the two assistants in the shop they tried to authorise me getting the ring I ordered but the system would not let them so they had to ring the area manager Mr Jim Moorland who I requested I speak to.
I explained that if the ring I wanted had fit on the day then they would have to accept and honour their mistake as i would have walked out of the shop with it there and then
. The area manager would not speak to me ,and told the staff all he could offer was 30% disount from the £799 ring.
I explained under no circumstances were we handing them over anymore money.
I asked for his number and was told he didnt have one ,I asked for his email and was told he didnt have one, so the two people I needed to speak to were not available.
I then called customer services and had to explain my whole situation again, I requested to speak to the area manager as customer services were not authorised to make that sort of decesion. I was in the shop for an hour and a half. I explained to them that they have now totally tarnished what should be a very special time for me ,(instead of arguing in shops,!!and being completely humiliated!!!)
We did have an engagement party planned for friday (based around the collection of the ring!!)
My partner has refused a refund on principal but after reading the 100s of bad reviews online about the service and quality of H.samuels staff ,customer services and poor quality items ,we think we may have had a lucky escape,and will go back happily to get the refund,because it seems the only thing worse than not getting my ring from h.samuels would actually be getting it!!!
It amazes me that in this day and age a so called "reputable" (only by its presence in the "high st")business such as this is allowed to trade with such unscrupulous practices!!!!
in short "STAY AWAY FROM H>SAMUEL "if you want your special occasions to be special!!!!