H Samuel is a common high street store which sells jewellery, ornaments and watches. It is found in most towns and shopping centres.
In my opinion, H Samuel is good for cheap every day jewellery - such as basic stud earrings. It is also a good place to buy cheaper bits of costume jewellery for outfits. Without wishing to sound too snobby, I don't think it's good for buying other pieces of jewellery. This is the list of pros and cons based on my experiences. I have purchased a few bits from there over the years.
- It has a wide range of products
- They can order bits in from other stores if they're out of stock
- They are cheap
- They're one of the only places I know which sells those terrible tacky wooden ornament things which my grandmother loves so much. As such it's a good Christmas present place!
- The quality is not good: I've had a couple of bits which have broken really quickly and even though they were insured (which I paid extra for), they were not replaced because the insurance only covered the first replacement item, and when that broke they refused to replace it again.
- It's all the same - everything from H Samuel is mass produced, which means you won't find a unique piece of jewellery there. That's fine for day to day stuff, but I think it's nice to find individual pieces - which you can, for a similar price.
- Customer services is really bad. I have made a complaint to them about the afore mentioned broken bracelet, and they couldn't have been less helpful if they tried!
Overall - this is an OK place for basics or ornaments to give as gifts to granny at Christmas. Otherwise not the best.
A few months ago my husband and I tied the knot. Obviously this meant needing to buy a variety of different jewellery including our wedding rings and presents for our bridesmaids.
I am only quite petite and so I was after a really small thin wedding ring. I looked around in a few jewellers and I was really pleased when I found that H Samuels had exactly what I was after.
Samuels seem to have a really nice range of items all across the price spectrum so there may be something for everyone.
My husband and I both purchased our wedding rings from H Samuels. We must have spent about £350 for both and we were really pleased with the rings. We were however left a bit disappointed with the service. Generally as a bride to be everyone starts gushing and being excited for you - there was absolutely none of this in H Samuels. It was the store manager that served us and she really didn't have a very enthusiastic attitude. She was professional in knowing what she was doing but just very muted.
I went back to H Samuels on several occasions, one to collect our rings, once to buy my wedding jewellery, and a third time to buy presents for the bridesmaids - I got them each a necklace. 3 out of the 4 times I went back into H Samuels the manager served me but there was no recognition of me.
Reading the other reviews on DooYoo I can see that many others have had really bad service from H Samuels and so I really hope that I don't have any problems with anything that I buy from them.
After buying my fiancee's engagement ring from H. Samuel, the most special piece of jewellery I will ever buy, imagine our reaction when, having been wearing it for just 18 months, the diamond fell out while she was at work and couldn't be found. Fortunately we had taken out insurance, and so were offered a replacement, but this goes nowhere towards making up for the fact that it will not be the same ring she was proposed to with. Added to this, we are now of course terrified that the same will simply happen again, maybe next time after the 5-year insurance policy has expired. The ring had been looked after impeccably and her job causes no stress to be put on her rings at any time. Both of our mothers have much cheaper engagement and wedding rings, and they have lasted for decades with not even a repair needed. With slogans such as 'The Forever Diamond,' it's simply disgraceful that a company can allow such shoddy standards to exist, and be as laid back as we found in-store yesterday about offering compensation for something which, frankly, should NEVER happen after such a short period of time. Ideally we'd like our money back, as we feel that we can't trust this company any more, but at the very least we'd like to get a refund and buy a different ring from H Samuel, one that won't remind us (and my fiancee in particular) of the remains of her ring. Seeing her in tears when she came home with the broken ring has completely destroyed all the beauty of what that ring signified.
I ordered the above ring from H. Samuel's website as this was just what I have been after for a while. It was going to be a birthday present from my husband. It was on sale for £46.99. I ordered it on Saturday 25th January 2014 and received an email to say that the ring was in stock in my size and would be despatched within 2-5 days. I was delighted. A week went buy and no ring so I emailed customer services to see what was happening. 4 emails later, they eventually replied and said they had sent an email to tell me that at the time of processing the order (28th January) the ring was out of stock! I DID NOT receive any such email and sent yet another one to inform them of this. I received the same reply yet again today 5th February. I have always bought my jewelry from H Samuel but this is the last time I will purchase anything from them. I am going to write to the Manager of the Customer Services department, although judging buy the numptys they have working there, I very much doubt I will receive any reply. My advice is to never shop with this company on line, they are useless, disappointing and a total bunch of liars !!!
They are without doubt the worst online company I have dealt with in my life. I live my life online, I work hard and do most of my shopping online.
I spent nearly £300 on some jewellery that did not arrive, apparently they had sent it via normal Royal Mail with no tracking. Yes, no tracking for £300 worth of jewellery.
I have so far phoned on numerous occasions, they have hung up as answered after a long wait in the automated phone system. I have been told my money would be refunded, lies. I still have not had my money or items.
I have sent numerous emails, including a complaint email which of course the aim to respond to in two working days, they haven't replied.
I am now at the point where I am going to charge back my visa card.
Seriously, this outfit is a joke, once they have your money they provide NO customer service at all. You may be lucky and get your items but if you are spending hard earned money I would not chance it.
Again, £300 worth of jewellery in normal first class Royal Mail post, just imagine a parcel with no tracking and a jewellers logo all over it in Royal Mails system??? Someone needs to look at how they manage this company.
They charged me twice for the same thing due to a problem with their systems. 4 days later and some 15 calls with 15 broken promises they still have not paid it back. First person I spoke to didn't even say sorry for taking me into my overdraft. The company is terrible and never have I been treated so badly by any company. I will tell everyone I know to avoid them at all costs. They never phone back when they promise, shambles of a company who shouldn't be allowed to trade.
Don't bother ordering from Hsamuel. They drag customers to their websites with attractive and fake sale-prices. Only to turn around and cancel the order as out-of-stock. Sending you an email with a lengthy T&C.
My order with Hsamuel was just cancelled this morning 03/09/13(order# 609296679)
Though it is still showing in-stock on their website now at a full price. (I placed my order at their sale price) 30/08/13
I called customer service and they refused to offer me the same item @ a sale price, advising me to place another order at a full and current price.
I even asked for another colour of the same item which they have in stock and they refused.
I find this very irritating after waiting for days and this is all I could get.
That's why Amazon is so reliable and trustworthy with a no-nonsense customer service. It's not a secret why more and more customers are moving up to them. Would anyone be surprised to hear Hsamuel has crumbled tomorrow? With an attitude like this it shows that customers mean nothing to them.
I wonder if I would have anything to do with them in future.....obviously nothing.
And interestingly, lots of people have same issues with them....just read it online yourself.
I had my lovely diamond ring polished and rothium recoated by hSamuel last week. I went to the London Oxford street store. The white gold was going yellow and I wanted to have it looking new for my upcoming wedding. The ring arrived back within 5 days (great!) and looked all new and shiny, I was going to leave it there again to have it valued but they would not do each stone separetely so I did not go for it. I left the store satisfied with the ring looking brand new. Another hour later still admiring my ring I noticed a scratch on the middle diamond which definitely wasn't there before! With panic rising inside me I took the ring back to the store and found out that not only the big diamond was scratched but there were 2 tiny diamonds chipped off too!!! It was Sunday and the store manager was not working. The assistent of manager made me feel like the ring must have been like that before the repair. I insisted on speaking to the manager but was told I have to wait until Tuesday. I was so hysterical and upset it took me another half an hour to realise that I made pictures of it right before leaving it at the store (trying wedding bands on) and also right after pick up (again trying wedding bands on). After the proof he's approach changed slightly, he ordered a new ring. Since it was Sunday (yesterday) and the manager isn't in until tomorrow I cannot do anything. It makes me so angry they think they can get away with it by just "ordering" a new one or simply refunding me the cost?!?!
I had the perfect ring for 1 year, it was mine and was meant to be for ever and they just ruined it comletely. I am not really sure what to do right now.. :(((((
*update is at the bottom of review*
Christmas day 2012 was rather special for me and my partner. Not only was it our first Christmas in our new house, I had decided to propose to him. Months of planning went into the proposal including starting conversations about completely fictitious events in order to figure out what my partners ring size was. I scoured the internet and shops to find the perfect ring and was surprised to find there really isn't a huge range for men's engagement rings. That aside, I found one that was perfect on H. Samuel's website and decided to pop into the store and purchase it.
H.Samuel's is a well known jeweller within the UK that is owned by a much larger company called Signet Group who also own other well known jewellers such as Earnest Jones. H. Samuel's was founded in 1862 by Harriet Samuel who took over her father's clock making and silversmith business doing it on a mail order basis. The first stores opened in 1890 and since then the running of the company was handed down through the sons of the Samuel family till eventually ending up in the hands of Signet group.
The Dundee branch is situated on the corner of High Street and Reform Street, smack bang in the city centre and looks onto the Caird Hall. If you go onto the Dundee city council website you can probably find the webcam they have set up in the city square looks straight at it. It's right next to the statue of Desperate Dan and Minnie the Minx. As it's situated between two shopping centres there is no end to where you can get parked nearby. The Overgate shopping Centre is about a 30 second walk from the door of Samuels. The Wellgate shopping centre is about 3 minute walk away and tends to be a bit cheaper to park in, so if you really want to visit the store, probably best park there if you can't find a rare free city centre parking spot. It's also right round the corner from my fiancé's workplace so I get free parking there. If you're getting the bus it's only a couple minutes walk from the main stops in every direction and about a five minute walk away from the train station. In short, it's a really easy location to get to.
===What they sell===
Samuels are primarily jewellers but they also have an extensive range of trinkets. Statues and collectables from more than 20 collections at least reside in the windows of the store. Me to You bears are probably the best known collectables but they also do Disney statuettes. Great if you are a collector or need something cute for a small gift. Personally I never touch them for these items as I don't know anyone that would appreciate them myself.
Recently I've spent a lot of time in the Dundee Branch (which I'll go into later). Upon first glance it looks fairly sparse inside, with most of the stock being displayed in the window or hidden away under the display cabinets that line the wall. The purple carpet makes the place look a bit dark but hides a multitude of sins. The entrance is on the ground floor so is easily accessible for wheelchair users, however, there is a whole other section that is up a set of three or four steps that you won't be able to get to if you have any issues with climbing stairs. The wedding / engagement rings tend to be kept up in the back section of the store.
The more time you spend in the store, you'll start to notice that it's not actually as clean as it first looked. The carpet is a bit grotty and I even spotted a fair bit of mould/ damp markings on a wall just behind one of the display cabinets. There is signage hanging from the ceiling that can get in your way all over the shop and both myself and my partner have repeatedly bashed our head off of it when standing at the numerous till points dotted around the desks. There isn't really a clear cut place to queue so you can feel a little lost if you want to approach someone. If you do approach the till you will probably be able to spot a few delivery boxes kicking about behind it. Maybe I just worked in more anal retail outlets, but I was never allowed to leave delivery boxes lying around when I worked in stores. Each to their own I guess.
The staff are all suited and booted and very presentable which is a plus. If you'd want to deal with them is a completely different matter. Like any place, there are some great staff and some terrible staff. I originally bought the ring I'd found from a very polite, semi-good-looking guy who was rather happy to hear that I'd be proposing to my partner (he actually said he loved when same sex couples get engaged, which made me think even more he may be partial to same-sex relations himself). He ordered the ring in, gave me a discreet message on my phone when it arrived and was overall nice and helpful.
Unfortunately for me, since the ring was a complete surprise and my partner had been incredibly evasive when I was trying to find out his ring size, the ring didn't fit. As it's a titanium ring, they can't be resized (something to be aware of if you are going for titanium!) so we popped down to the store on boxing day to get the ring swapped for one of the right size. The girl we dealt with at that point was also very friendly and helpful though we did start seeing a bit of other staff members poor attitudes. One of the managers when asked for help refunding the ring grunted, hit a button on the keyboard and walked off. Clearly his hangover was more important than customer service at that point. Despite the refund taking a bit longer than it really should have the assistant remained polite and courteous, unlike another work mate who essentially shouted at her while she was dealing with us because she had to use two tills to refund the ring. After she checked the stock was available, we left that day having ordered a different size ring for my partner and a matching ring for myself. Allan's ring was to arrive on the 31st of December (though possibly before, but the manager was again not very helpful with the delivery dates so we were unsure) and mine was to arrive on the first of February. My heart sank when I heard it took them so long to order stock in but as these were the only rings I saw that I liked, I just had to wait.
===Picking up the ring or...Take Three===
The 31st arrived and down we popped to pick up the rings. I asked a rather glum looking guy behind the till if the delivery had come in and he said he didn't know. I then had to prompt him to find out. As it stands, it hadn't come in yet but was expected later that day. Luckily we had the day off so we wandered around town and came back later. The same glum looking teen looked a bit confused and ran off to check. Thankfully the woman who had reordered our ring spotted us from across the store and came over to take over. While she was through the back of the store looking through the delivery, we had the...er... pleasure... of over hearing some of the staff mocking two customers who had just left the store for the fact they talked a bit more properly than they did, calling them toffs. The same girl who thought that was appropriate then called a colleague a "total bitch" when she came out of the staff room to go home. Now I have no problem with having a laugh with your workmates but it's just bad form doing it in front of customers, especially if you are slagging off OTHER customers!
The girl finally came out of the back and frantically went to the phone. We got a horrible feeling something was awry. As it turns out, it was. She came off the phone to advise both of our orders had been cancelled by head office. Why? Because the company was out of stock. Had they bothered to tell us? No. Fantastic. At this point my fiancé had no ring and I wanted to shake someone at their head office. It's ok though! We'll just re-order them now! What's that you say? You can't re-order them till the 9th of January? Worse still, you can't even tell us if the company will ALLOW you to re-order them essentially meaning that the dream rings we had our hearts set on were potentially out of reach forever? Yeah... that's... amazing... ahem. The girl promised she'd phone on the 9th and find out for certain and let us know straight away. Even more annoyingly, while we were getting told this rather upsetting information, the girl who had been mouthing off to her colleague in the background barged into the conversation telling the girl who was serving us to do something for her. By this point a manager had came over and was talking to us too and told the girl off, saying they were busy right now, only to be back chatted by the girl. Rather agitated and depressed, we left the store to enjoy New Year, ringless.
===New Year / Take Four===
The 9th rolled round. Uncertain that we would receive a call I had decided to take leave off so we could go into the store to see what was happening. I felt the rage build when at half four that day when we went in, it was clear that no attempt had been made to contact the suppliers. I have a feeling had we not went in, it wouldn't have been done at all. We'd shopped all over the internet and town again to make sure there was no other rings out there and that only served to make us worry more as neither of us liked anything else available. Samuels still had our money at this point anyway so we couldn't buy something else anyway!
Thankfully the news was good. Allan's ring was back in stock and mine could be ordered (taking 21 days to get there again). This was a huge relief so off we went waiting for the 15th of January so Allan could pick his ring up.
===Take Five and Shove it===
The fifteenth came round and I had again taken leave from work so we could make it to the store before it closed. We popped in at 4.30 to be told the delivery hadn't arrived yet and would definitely be there before 5. We were told to come back then and that I would get a text when the delivery was logged on the computer. My partner asked if we could get a phone call from the store which caused the manager to look at us a bit baffled and repeat that we'd get a text. I put my tuppence in reminding the manager that texts don't always get received straight away. He reluctantly agreed and we left the store feeling a bit like we weren't welcome.
In the meantime we went browsing again to a different jewellery chain where we were offered tea, coffee, beer or wine and made to feel very welcome. Oh the comparisons. We took a slow wander back to the store and feeling a bit awkward about standing round the otherwise empty store, we stood outside looking at the window displays. Five o'clock came and went and no phone-call was received. Quarter past five arrived with plenty awkward, through display eye-contact with the three staff members standing around doing sweet FA. I decided enough was enough and went back in. To my disgust the delivery hadn't turned up. One manager even joked that we "just weren't supposed to get these rings, were you!!" I'm glad she found it funny. I didn't.
Even more fantastically, they informed me that they weren't allowed to contact the delivery company directly to find out where it was. As the store closes at five thirty, I asked if the staff would be waiting behind on the delivery. They looked at me like I had five heads and simply said no.
I felt like bursting at this point. In any other place I've worked if a delivery didn't show up, at least one staff member had to stay in store and wait either for it to arrive or for it to be confirmed as not coming. They weren't even willing to entertain the idea.
At this point both of us had had enough. I made up my mind that I would get my money back, order online and have the rings delivered to our door special delivery. But, of course, it's never that easy. I pulled out the receipts, sighed and gave in. "I've had enough, we've had nothing but the run-around with this, I want our money back, we'll go elsewhere".
"er... we can't do that actually." Said the manager who had joked about the rings rather sheepishly. "I've got both receipts here, why can't you refund our money?" I said through gritted teeth, ready to snap someone in half. "We can't refund an item that isn't in stock in the store" came the response. Incredulously I responded "Are you actually joking me?" to which she simply answered "no".
At this point I turned round and walked out of the store calling them quite a few words that I probably shouldn't repeat here to my partner as we left. I refuse to shout at people, especially strangers, so I had to leave because I knew I was about to lose my rag at them. My partner decided to try another route and called the Customer service helpline to make an official complaint. By this point the store was nearly closed so the lady said she'd look into it and call him back the next day. She waited till about half four to call back and advised that the ring was now in store. Apparently the head office had failed to contact the store to tell them the delivery was postponed. Fabulous communication. She also offered 15% off...of ONE ring. That amounted to just over £20. When we asked if she would accept that in the same circumstances she rather rudely and curtly stated "Well, we aren't obligated to give you anything".
===Counting on both hands now... Take Six===
Back into the store we went to pick up the ring that had finally arrived in stock, both of us apprehensive about even stepping foot into the store. The ring was produced and slipped onto Allan's finger with ease. And right back off again. Despite someone in store having measured our fingers before ordering, the ring was massive. I almost hit my head off the desk. I had to ask them if they had any other sizes in stock to try on (God forbid they offer it themselves) and they advised they had one, three sizes smaller. Allan tried this on and it was a bit of a tight fit. The two women who were quite sick of seeing us by now dismissed how tight it was and told us to take it home and try it, whereas the other, slightly more helpful and apologetic woman looked on doubtful and aired her view that it was too tight, only to be poo-pooed by the others. We took it home reluctantly to give it a try. It quickly became clear that it wasn't going to be suitable. Allan struggled for a good few minutes to get it back off his finger, hurting his knuckle in the process and becoming quite panicked. My head begins throbbing. We decide to have another trawl online to see if we can't find anything suitable.
===Take a picture of my shocked face===
After a couple of hours we both gave up. We'd need to go back to the store to refund Allan's ring and wait another five or so days to get a replacement. Throw in that I'm still waiting on my ring till February due to them not having any stock in the company. One last tearful look online at the ring we wanted and we were about to close the laptop for the night when we noticed something. Despite being told there was no stock left in the company, all of a sudden, my ring size was showing as available to order on next day delivery to the house. Thinking this must be a mistake I opened up the websites Live Chat facility and asked an advisor to check stock levels. Four rings in my size waiting in the warehouse available to anyone who wants to buy them. My rage could be put into bottles and sold on the black market at this point. Suddenly an idea came. I ordered a size up for Allan and my size and paid for next day delivery so it would arrive Friday. We'd go down to the store on Saturday and battle for a full refund. I'd also make sure the people at head office applied 15% to at least one of the rings now that the in store refund was useless. The only worry I still had was that if Allan's ring was too big, there was every chance mine had been ordered wrongly also. If my ring was too big, there were no smaller sizes. It occurred to me at this point, however, I probably wouldn't care much anymore if it didn't fit. It would be the kick I need to accept that these rings were not meant to be ours.
===Did the website deliver?===
Yes. Without a doubt the quickest and easiest transaction I've had with Samuels so far was via the website. A little miffed that I had to pay £4.95 for next day delivery, but it arrived when it said it would. One of the rings that came hadn't come in the manufacturer's box which I found a little odd. Rather than the plus cushioned leather box that the ring should have come in, it arrived in a dinky cardboard Samuels box that looked a bit cheap and nasty. If the rings had fitted then I would have been a little off-put by the fact I didn't get the nice storage box. As expected, however, the rings still didn't fit. As happened with Allan's ring, my ring was two sizes too big. Clearly the manufacturer had a bit of a sizing issue that they hadn't informed Samuels about. Our mind was made up, time to go elsewhere. But first....
===Head up their bum office===
We needed to make one last trip to the store to get all 4 rings refunded. Allan at least had his ring so his refund was easy enough to get. I had been stressed about getting a refund for the one ordered through the store for myself as I had been told previously that, rather strangely, they can't refund me until the stock had arrived in store, despite the policy stating that customers have a 30 day cooling off period in which they are entitled to return any item without hassle. Anticipating trouble, I phoned the head office before I went down to make them aware of the new and interesting fact that they had my ring available all along and essentially causing me completely undue stress and upset. They added the new hassle to the complaint and advised that rather than deal with it there and then, they'd pass it to the woman who was originally dealing with the complaint to get back to us when she is in the next day. I was too exhausted with them at this point to fight anymore so I agreed to it. I did get him to confirm that a refund shouldn't be an issue regardless of the stock being in store, however. Unfortunately when the woman called back, the guy I had spoken to hadn't passed on any of the new complaint details or order numbers and as my partner was at work he asked that she emailed him with anything needed so he could ask me to find it and pass it on to him. Did she email him? Did she hell. Not impressed at all. The CEO of signet still hasn't responded to the complaint email we sent either.
In to the store we popped. I had called in advance to make sure they were aware that their head office had said the refund wouldn't be an issue for the ring that hadn't arrived yet. The manager had sounded quite surprised I'd been told that there would be a problem in the first place. She'd also rather brazenly said that the website has nothing to do with them so they couldn't have told us if the warehouse had it in stock as they are "different"! Obviously the website and stores don't mention this anywhere and it's all under the same name so why should a customer assume they are different entities?
Right enough, there was no problem getting the rings refunded this time, other than the attitude of the manager that is. When I mentioned to her that all of the rings seemed to be two sizes bigger than they were supposed to be she rather cheekily snapped "No they aren't. It depends on the manufacturer" and continued processing the refund with me deciding to just give her a dirty look till we left rather than actually conversing with someone with zero people skills.
===Take it or leave it===
My verdict on the Dundee branch is damning. The place looks run down and uncared for, it's not easy for disabled customers to access the whole store, the staff are mostly a bit of a joke. I would only recommend shopping here if you see something that they have in stock, in the right size there and then. Take it and run. If you need to order anything in, change size, refund or generally deal with them past getting your item handed over to you, I wish you all the luck in the world but it probably won't do you any good at all. I actually feel sick when I think of them now and I despise the fact they have tarnished (only slightly, it will fade with time) such a happy occasion. I've even been having nightmares about ring shopping for the last week which is just ridiculous. I know for a fact if we decide to get wedding rings rather than using our engagement rings, we'll be going to the other jewellers that offer really friendly service and actually make you feel valued as a customer. I'm still trying to get my £4.95 postage back from them but something tells me that won't happen now that we've went elsewhere, I'll update if we do get it back though! A dismal zero stars from me (but obviously I have to give one star for the review to get posted).
ORDER INFO AS PER DOOYOO GUIDELINES:
Online order number: 605003050
We no longer have the other receipts so I don't have the in store order numbers, but these have been given numerous times via the phone to head office.
Now that everything has been settled, I'll update you all. After weeks of dealing with the complaints department I was getting nowhere so I decided to be ever so naughty and hassle them via facebook. The fact this was done in a very public forum by myself and my partner forced them to actually respond to our complaints, though not without the occasional and very public prod in the side when they started forgetting to respond again.
The outcome was that we got a 15% refund on the full order which came to about £45 and I got my postage refunded (again after much hassling them to do so). Further to that, due to the issues we experienced trying to get the complaint dealt with they offered to send out a £50 voucher for Samuels. As they own Earnest Jones as well, I emailed to ask if they could send a voucher for there instead. After getting an automatic email back saying they didn't get my email I chased it up via Facebook and got it sent out. A couple of weeks later I got an email responding to my initial one that had came back as undelivered saying that we could have an Earnest Jones voucher for our trouble and can I confirm that's what I wanted to do. So I responded confirming that was the case, not mentioning that we had already received a £50 voucher. A week later another arrived. Finally their incompetence has paid off it seems, leaving us with £100 to spend in Earnest Jones and with a £45 refund. If only we actually wanted to buy something from Earnest Jones. On the plus side, at least it's all over now!!
I brought my partner a engagement ring it was abit tight asked the shop to resize or right size, they said no need to resize as they got the right size in stock So they sent it off and said your ring will be back in a week, now there saying its out of stock and now we can't even get the ring back please help my partner is so upset surely they can't do this where do I stand
Ordered a piece of Swarovski crystal as a Christmas present, created an account, entered my payment details and then asked to enter my Veri Sign password. I then received a message to say that my bank had not authorised the payment and the order was therefore cancelled. I checked with my bank and not only had the payment been authorised the money had been taken from my account. I contacted the Samuels customer service who could not have been more UNHELPFUL if they had tried. No there was no order, no there was no Swarovski coming and if the money had been taken from my account (which it had been) I would have to wait and I might get it back in a few days if they (Samuels) found the order had not been fulfilled.
No offer to send me the item ordered, no offer to immediately refund my money and no idea who I could contact to sort this out as the person I was talking to had no intention of doing anything.
These people need to remember that it is the customer who pays their wages and keeps their company and their jobs going. I will certainly never buy or attempt to buy anything from them again. There are many other retailers out there who offer the same products at the same price but value your custm.
The service goes as far as taking your money, beyond that H Samuel are an absolute joke!
When I wanted to return a ring today, staff were rude, unhelpful and condescending with a general attitude of wanting to avoid a refund at all cost. The ring was rushed into the back, where someone determined that the 'display model ring', had been worn (probably by another 150 customers) and was therefore excluded from their returns policy, so regardless of the fact that it had been a gift and my partner assured it could be returned, it wasnt.
It was bought on the 22/11/12 and opened 28/11/12. I tried it on at home on the sofa and it didnt fit properly and I also started to have a reaction to the metal, so I took it back off after a few minutes and we determined that we would take it back the next day.
When I walked into the shop and said I needed to return a ring, the sales assistant was hesistant from the start, turned his nose up, then started messing around with the ring, rushed it out of the back, which suddenly wasnt returnable (Surprise!! Surprise). A talk with the most senior member of staff (Assistant Manager) was like listening to a broken record: the display model ring (which had been closest to my size and therefore been selected) apparently had signs of wear and was therefore unrefundable. A talk with 'Head Office' was no difference, only in that the woman on the phone was even more condescending than the previous two people, after the Assistant Manager had given her a whispered 'handover' behind the pillar.
Its absolutely ridiculous and HSamual points the finger at the customer. I now have a ring that doesnt fit, which I cannot wear and HSamuel doesnt care, despite promising my partner a full refund, should the ring not be to my liking or at my size. Empty promises and awful awful customer service!
I'd ordered 2 items online and asked it to be delivered to my local store. When I went to pick up my order, 1 item was missing. The store sales advisor was rude and she said she could do nothing about it and that I'd had to take up this issue with the online customer services.
After calling 4 times on 4 different days (0845 number) asking them to re-deliver the missing item, nothing was done. Every time they promised the item will be delivered giving me a date but nothing came of it. Then finally I decided I wanted a refund since nobody could help me with my missing item order. Even after that I had to call up 3 times since there was no refund issued!
Hoping I get my refund in the next couple of days.
Never ever again am I ordering anything online from H. Samuel.
The engagement ring is one of the most important things to most women and men stress out to the max about buying the right one!! My fiance and I went shopping around for rings as he really did not have a clue about to what to buy especially since I use to work in the jewellery trade! With having a baby on the way I didnt want him to go mad and spend more than what he could afford. I had heard good things about H samuels being a store where you could get nice engagement rings for all budgets!
We found a ring in the truro branch in cornwall the sales lady was helpfull, a little pushy mind but being sales myself i just brushed it off. We picked out a ring for £650 but there was a special offer and the ring was reduced down to £500 or there abouts. We took out the extra insurance on the ring. The ring that i picked had to be sent away for sizing as it was too small (chubby fingers!!). When i got the ring back i couldnt wear it as i was about to pop with having my baby and ihad rather alot of swelling. About a week later i took the ring back as upon looking at it the base of the shank that runs under your finger, palm side, got considerably thinner not only in the thickness of the ring but in apperance. almost tapered. They said that it was normal during the sizing process, Yeah right only if its been stretched!!!! I also pointed out that the ring on the dsplay had a different setting and that the stone was more of a whiter apperance. They said that the stone can pick up the yellow from the shank and also that they cant be held responsible for the colour of the stone. funny since the ring was mounted in white gold it would be hard to pick up residule colour and if you pick the ring from the display you expect your item to match the display one??? OBVIOUSLY NOT IN H SAMUELS!!!!
Not only that the ring i had back was smaller than the one i picked!! DO YOU HONESTLY THINK THAT PEOPLE ARE IDIOTS H SAMUELS!! THAT THESE FUNNY LOOKING THINGS ON THE FRONT OF OUR HEADS ARE JUST FOR DECORATION!!!
To make the situation worse i got told to come back in january as the factory was having some work done. So today is the day i take my ring back again!! bearing in mind i have worn the ring as my fingers are chubby no more!! She tried to fob me off saying that the thining of the ring was due to wear and tear and the discolouration was down to coming into contact with substances that have damaged the stone. HMMMMMM is baby poo and hoovering the house sound like a job that would grind a ring down and discolour a diamond!!! The assistant manager said that as a good will gesture she would send the ring back to quality control but not before the manager takes a look to verify thats its legitimate fault!!! WTF???!!!! I'm pretty sure that what quality control is there for you daft people!!!! so thats where i stand, they have my ring and my money and all i have is a piece of paper worth £650 pounds!! Roll on monday to hear back!1 will keep you all updated!!!
I bought my wife a pearl bracelet for our pearl wedding anniversary from Samuel's but it has a tiny "fiddly" clasp which she has trouble opening & closing. Even I can't do it. We took it back to the Redhill branch of Samuel's & asked them if they could fit a larger clasp. Unhelpful attitude was that they'd sell us a larger clasp for £12 but they couldn't fit it. We weren't asking or expecting it to be fitted for free & were prepared to pay for the service. Thought Samuel's was supposed to be a jewellers & surely repairs is part of the services offered by any reputable jewellers. We certainly won't be going back to Samuel's. They should remember that poor after sales service means that customers will go elsewhere. Obviously Samuel's are the modern day Ratners & we all know what happened to them!