written by AnujaVelladurai on 10/09/2023
I bought two bangles last month and returned both the bangles in the same parcel. But warehouse received only one bangles which is impossible. I have raised ticket CS2325891 to find out on 29th Aug and till waiting for the response. Can't believe this, I have lost £ 120 because of this mess. I will not trust H Samuel online service again.
written by Reidse119 on 02/09/2023
My item was delivered following online purchase but I was unable to inspect the item without breaking a seal that void the return. When I wrote this honest feedback following H. Samuel request from their website, I recieved the below response: Thank you for taking the time to submit a review on 9ct Gold Peridot Figure of Eight Drop Earrings "Unfortunately your review has not met our guidelines for posting onto our site. Please feel free to review our guidelines and resubmit your review on 9ct Gold Peridot Figure of Eight Drop Earrings"
written by BryleeDominguez on 23/08/2023
It was a terrible experience I had at H. Samuel's Sunderland store. My spouse birthday was August 6. I came to the store on July 29, selected all I wanted (a necklace, ear rings & handchain, all gold). Sadly, the handchain was not in store, so the order was placed. I came back on August 2 to pick up. It was not available. Returned on August 3, same not available. Only for a very ill-mannered staff, started addressing me rudely and calling me names. Another staff, he explained to her that the fault was from the company's system. She was yet unapologetic. I came back the following day, August 4, cancelled my order running to over £400. H. Samuel lost a sale, lost a customer and lost referrals. I believe that, staff should be properly trained in particular oriented on inclusion & diversity. I perceived that she acted against a person of colour.
written by Carl1966 on 03/08/2023
I went into the Cannock branch to find something for our 30th Anniversary. From the moment I walked in, the 3 ladies who were working there went above and beyond to help me find a present for my wife.Nothing was to much trouble,and they spent an hour and a half helping me to find an ideal gift,even ringing several other branches to find stock allocation. I would definitely recommend this store as nothing was to much trouble and I left a very happy customer.
written by ColtonCrabtree on 19/07/2023
She was an attentive and persuasive sales assistant. She was friendly and pleasant in her manner. She didn't have any real knowledge about the 2 cheap rings that I bought,however. After each sale I received a £25 voucher which was generous. The jewellery already had been discounted by £20. She overall was a good sales assistant.
written by on 30/06/2023
The customer service was excellent and it made shopping that bit easier. I was served by a lady who was helpful and polite. I wouldn't hesitate to recommend this shop to family and friends.
written by Kyraw128 on 14/04/2023
We went shopping yesterday for a wedding band at H Samuel in Abbeycentre at Newtownabbey NI. Respresentative served us. Service was excellent and she was very helpful.
written by Anniebuksh on 12/03/2023
Wish I'd have read the reviews before trying to order from here. No jelp whatsoever with an issue we had. Terrible customer service. Won't attempt to buy from these again
written by chelsieconx on 07/03/2023
Majella served me instore today, her customer service was brilliant! she was lovely and made sure i was attended to straight away
written by Kyle05 on 14/10/2022
I would like to say I had an order cancelled after paying in-store at Blackpool branch we were visiting so couldn't go to store for refund, the member of staff I dealt with on the phone was so helpful and nice even contacting me a week later to make sure I had received the refund. Thank you, first class job
written by MaryjaneMoore298 on 17/07/2022
The customer service are really poor ....staff need customer service training in particular..... I asked for manager I was told to go away and find yourself, rude behaviour as supervisor was also backing up their staff
written by Fatim4.Begum on 27/05/2022
Disappointing service @ H Samuel Westfield Stratford City. On Saturday 21st May 2022 I chose a chain costing £50 & pair of earrings for £55, birthday present for my niece. I checked with 2 staff who confirmed I can use my Bluelight discount card that gives me 15% discount..When I got to the till , 2 managers (senior staff) stopped the assistant from applying the discount.. told her the Bluelight isn't accepted (untrue as I checked later and it's accepted)..The assistant decided to use the buy one get one half price instead and I was ok with that since I really wanted the items. After paying I checked receipt while assistant was packing the items and I realised I was charged £70 for chain. I pointed out the price tag said £50 so the assistant checked and confirmed that it did. She bought it to the same two managers (senior staff) attention and asked if it can be honoured and I only pay £50..but they just said no and that I should just pick something else. No apology! They didn't even think to speak with me directly even though I was standing right in front. At this point I asked for a refund.. purely because I didn't like the service/ attitude. Obviously after leaving the store I checked and realised they were not truthful about not accepting Bluelight card too and this angered me more! Truly disappointing.. I have for years bought from H Samuel but never experienced this kind of service.
written by Tia330 on 17/05/2022
I went to H Samuel Watford branch. The two female members of staff who served me were just so miserable! There were no pleasantries…just a false “hello can I help you?” The staff look like they have no motivation and do not want to be there andI felt quite sorry for them ! It must be a terrible company to work for and the vibe in this branch was “oh for goodness sake just hurry up and stop being so awkward!” They need to greatly improve their customer service.
written by Laurenhodson on 28/04/2022
We visited the hemel branch. We were helped out and served by a saleswoman and she was amazing! We felt comfortable and she had such amazing knowledge of every single piece of jewellery I asked about. She managed to find me the most perfect ring that was within our budget and all with a smile on her face. I would defiantly recommend and defiantly want to say a massive thank you to the lady who attending to my very fussy needs as she massively went above and beyond for us.
written by OmarHampton344 on 16/01/2022
My advice would be to never shop online with this retailer! Their customer service is horrendous, their response times are poor and if you do not receive an item they will not investigate properly and make you liable for good you have not received and charge you. I can honestly say I am shocked and this is one of the poorest customer experiences I have ever had and will never be shopping with H. Samuel again. Before Christmas I received one of two items, which I was very happy with the item I did receive. The items were being sent separately, but there was no tracking number with the item that was not received, so I thought with it being Christmas that there might be a delay, so gave it a few days. When nothing arrived I contacted them on the 22nd December and have constantly contacted the since this date stating the item had not been received at our property on the date they are stating. Throughout my contact I have had, each of my requests have been asking for them to look into it and investigation that the item was never received. My last response, which took three days was that the item had been delivered to the street I live on, but they cannot state which house it was delivered to, so that is as much as they can do and it is out of the investigation time and will still have to charge for the item!? I would like to know how the above works? I did not sign for the item or receive the goods to my home nor my did my neighbours take it for me, I was not responsible for sending the item, I have requested it is looked into after less than a week of the goods not being received, yet I am told my complaint of not receiving my goods cannot be taken any further? I am not sure how that all works and you make the customer liable? I would like it look into fully and either a replacement or a refund of the item not received, as a customer I do not feel this is too much to ask!
written by BigEd1945 on 30/11/2021
H Samuel at Dolphin Centre, Poole. I purchased a Tommy Hilfiger watch at the store on 29112021. A helpful lady helped me with my purchase and set it up for me. On arriving home I found the watch was not working. I telephoned a surly lady at the store who told me I had to bring the watch back to them. I am a pensioner with kidney cancer and struggle to go out. I managed to re-visit the store on 30112021 and a helpful gentleman took the watch and removed a metal piece from behind the crown which started the battery. He apologised profusely that the lady shop assistant from the day before had not done this. I asked why there were no user instructions and he said they do not provide them. All very frustrating.
written by Medeirosbs295 on 11/10/2021
Trust me. Do not order of H Samuel. Lost my order, wouldn't give me a refund
written by Shrestho77 on 23/09/2021
I have been a regular customer of H.Samuels for the better part of the last 2 years or so. They have been my go to place for good deals on entry level watches and jewelry gift items but today, I got to see a horrible side of them. I ordered a Seiko 5 Sports watch, reference number SNKD97K1 a week ago. The timepiece was on a great deal, with all the discounts I placed the order for £68, the lowest I have ever seen for this watch. Naturally, the product was in high demand and it was getting in and out of stock every day or so. A week later, today, when I was due to receive the watch, I felt suspicious of the fact that I hadn't received any text/emails from DX deliveries, (their postage provider) and so I gave their customer services a call. To my utter shock, it was then that the customer rep informs me that the product is out of stock and the order was cancelled! I mean, I placed the order a week ago and now they are telling me that the product was out of stock!?!!?? Upon further inquiry, the rep explained that their website does not show updated stock info. I could even see on my H.Samuels account that the product was Dispatched and was "In Transit" but the rep said it was wrong info displayed from their system and while I was on the phone they updated the order status to cancelled. In terms of compensation, all they could offer was me to look for any other alternative of the same price on their website, which was impossible they recently had a huge sale and most of the mechanical/automatic timepieces were already sold by now! I feel cheated, misled and extremely disappointed at such callous behaviour from a company with recognition and reputation of H.Samuels! It's not the case that I didn't get the watch I wanted, but the way they handled the situation that is particularly unacceptable to me. They could've given me a voucher to use later for the same or equivalent product later or they could've just raised a ticket to send the product whenever it gets in stock later. But they did none of that, just shrugged their shoulders and asked me to move on, after keeping me waiting for 1 whole week! If they had told me this earlier, I could've even gone for a Fossil me3102, a mechanical watch with comparable price and (a little less desirable) specs. But they didn't! They have surely lost a loyal customer in me and several others whom I know as this kind of "promising more than you can handle" attitude is reminiscent of schemes and I will no longer suggest H.Samuels to anyone I know.
written by fdoocey on 11/03/2021
you owe me money for an item that has been returned to you for a number of weeks and you are now refusing to respond to my emails. Requested a manager call back over 2 weeks ago and have still not received it!! Can I have my money back and a response to my emails?
written by joeronan on 28/01/2021
Ordered a Xmas gift early December but by Xmas eve nothing and unable to get through on the phone. Reluctantly cancelled ( they confirmed receipt of my cancellation ) but they replied NO you cannot due to our small print which only gives you five days to cancel so they went and produced and engraved my gift middle January!!!! well over a month after my order! Citizens advice and Trading standards have both confirmed they acted illegally next step for me is small claims court where I will recover my costs plus refund ! I can really do without this they treat their customers like fools. They even censor their published reviews and refused to post mine because it was poor. Don't use them.
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Ferrous's Response to fdoocey's Review
Written on: 04/01/2023
Speak to your bank if you used a debit or credit card to make your purchase. The bank can force a refund via 'chargeback' (debit card) or Section 75 (credit card). You have 6 years to put a claim - speak to your bank if you still haven't had a refund from H Samuel. Good luck.