H.Samuel - Watford Anmeldelser 

Your Watford store left much to be desired. Popped in to look at a watch I’d been eyeing up for a while. Staff couldn’t have been less interested and when trying to purchase the lady who served me told me to me face that she was hoping to close up early and because of me she now couldn’t. I have used H Samuel for a lot of jewellery over the years so may think twice now.

I accompanied a friend who wished to return a ring she’d had for a few days. Basically she felt pressured to buy as they said they ordered in for her. When she got it home, she decided to return it. However, they claim it’s scratched and therefore won’t refund. It hadn’t been worn. With my glasses on I can see a small scratch, it could easily have been there at point of sale. My friend would never have seen that with her eyesight! Customer ‘care’ spoke to the store, said they back them as they’re saying there’s a clear scratch (might be clear with a young person’s eyesight, but the customer care lady did no more than parrot the store staff without seeing the product). I suspect the truth is a sneaky ploy to get out of honouring the returns policy. So a word of advice, make sure anything you buy from the store is utterly perfect before you leave and don’t let it leave your sight if you want to return it (they could easily have scratched it themselves). The in-store staff so accusatory. I was supporting a friend, but now I’d never shop there. She’ll have to pursue through The Consumer Rights Act, because if it’s possible she scratched it with little more than a try on, clearly something is awry. Either sold scratched, or faulty. Be careful. There are better jewellers out there.

UPDATE: 11 December. My friend called the number given by H Samuel in their reply to this complaint. Guess what, they just again reiterated the returns policy and parroted the store staff, and the customer care lady we called previously, and offered absolutely no help. Bear in mind, the only people that have had sight of this ring are store staff. The response below clearly a pretence that they care about customers, when clearly they don’t. She’s now in contact with Citizens Advice, and H Samuel can expect to reimburse all costs she incurs as she attempts to resolve this. Seriously, I would shop elsewhere and remember that Ernest Jones is part of the same group. It’s wholly unethical to quote a returns policy you have little intention of implementing. Sneaky at best, utterly dishonest at worst.

I am very disappointed with the customer service I recently experienced at H.Samuel.
I purchased a pair of stud earrings from the brent cross branch. I decided I no longer wanted this item, i attempted to return it to the watford branch. The earrings were in pristine condition, unworn in their original box and bag along with the receipt. Upon requesting a return, the store advisor immediately declined due to it not being sealed, however this item was not sold in a seal bag. When I asked to speak to a manager, I was advised the supervisor is in store today. The supervisor who was present also refused my return without considering the circumstances or alternative solution in store apart from contacting head office or returning to Brent Cross.
This experience stands in stark contrast to the excellent customer service I regularly receive at retailers like pandora and swarovski. Based on this poor handling of a simple return, I will never purchase or advise anyone to purchase from H.Samuel. The unwillingness to accept unworn item with the receipt demonstrates a concerning lack of customer care that I find unacceptable from an established jewellery retailer .

Hello,

My name is ------------- and I would like to write a formal complaint regarding my service at H Samuel.

November 4th 2022 I purchased four jewelries at your Watford branch.

I purchased insurance because I was going on holiday to Jamaica for my birthday on the 5th .

Less than 6 months of having the jewelry they began to turn black.

I did not shower with the jewelry on nor did my holiday impact the jewelry as they were still yellow in color on my arrival to the United Kingdom.

I went into your store to get the items fixed and was turned away twice at your Watford Branch because I didn't have any receipt of my insurance.

Infact the advisor looked at me as if I was a scammer or a thief.

they were very dismissive and wanted me out of the shop because they did not believe I made the purchase.

I explained to each advisor that my information should be in the system, and I did not have any way of finding the items.

I have emailed and called many times and I was told I would be called back but never have had my call returned.

Yesterday I spoke to an advisor who I ask to send me an email proof of our conversation so I can escalate the matter further. She said she would as soon as I hang up but she also never did.

I contacted Domestic and General for the first time as she told me to.

They helped me to access my account in order to fix the matter.

I saw that all three of my policies have been expired since November 4th 2024.

The advisor at Domestic and general alerted me that if I had asked for my jewelry to be fixed prior H Samuel should uphold this claim.

I am not well mentally and I am heavily medicated in order to function daily.

I believe H Samuel prolonged my case in order for the items to no longer have insurance.

I am appalled at this company and i will never so long as I have breath purchase from this shop again.

Why offer insurance if you know you don't want to uphold it?

Saying that, I would like my jewelry fixed so I can move on with my life.

Domestic and General said as I contacted H Samuel prior to my insurance expiring the should acknowledge my insurance purchase, if not they will escalate the matter further so that my jewelry can get fixed.

I have been contacting you all since 2023 and have failed at getting a solution.

I feel as though I have been conned and at this point i do not even want the jewelry anymore! I just want my money back for the useless insurance I purchase and also I would like to get my money back for the jewelry I have not worn for two years.

My policy information is as followed:
- T2K0992630
-T2K0992631
-T2K0992632

How can I escalate this further, I mentally and physcially cannot continue chasing H Samuel for a solution, I just want out.

My anxiety and depression if off the rails and this is not helping me one bit.

We took back an item and found the lady to be argumentive when we were trying to explain why there is a virtual card number (brought by paying on card through phone) then that on the receipt. Her body language, tone of voice, talking over me was extremely rude.
The way she inspected the item and kept staring at us was intimidating. Horrible experience.

Wonderful staff! I was served by Ismail; he was very friendly and kind. Most importantly, he was
knowledgeable and went above and beyond to welcome me and make me feel
comfortable. Amazing customer service by Ismail!

Called into store to purchase items in this order, to be told they were not in stock. However store could order. I chose to do this myself from home. Order states items in store and will be ready in 4 hours ?? Lazy staff

I visited the Watford store Saturday I was served by a lovely gentleman named jordon who was very polite and helpful I will definitely be returning to this store in the near future , very happy customer.

Great experience in the Watford store today Rebecca was very helpful and gave some very good advice thank uou

Was served by Tia today at the Watford branch .Very knowledgeable and helpful. Thank you Tia.

I went into the shop to buy a replacement gold chain for a small pendant. The gentleman who served me was extremely pleasant and helpful. He gave useful advice and I am very satisfied with my purchase.

Very good trustworthy online service.

Went for gift for Aunt 80th birthday, shop was clean & well presented.. Staff member was wonderful not “pushy” at all, allowed me to browse & consider options before my purchase…
Item chosen was actually mispriced, but although price shown was much cheaper than should have been as their mistake they honoured the price - wonderful customer service on their part - will definitely shop here again

Service was good and jewellery purchased is exactly right