H. Samuel

initially bought an engagement ring for my Girlfriend back in 2016. It was a rose gold ring with a set opal and diamonds. Around one year later the opal totally discoloured and went a pale translucent yellow colour. My girlfriend was so careful with the ring and would take it off before using water etc as opals are notoriously porous. We took the ring back to the store and was told it had to be sent off to New York to the manufacturer. We had no issue with this. In short, we was without a ring for over 3 months, told they couldn't find our premium insurance policy and no one seemed to know what was happening at all. We was told that the discolouration of the ring was our fault, despite there being numerous reviews of the same ring saying the same thing. We then had to select a completely different ring as obviously this was going to happen again if we chose to pay for it to be repaired. luckily we were given a £10 voucher for our inconvenience. I understand these things do happen, and despite having the worst experience ever, we gave them another shot when I was looking to buy my wedding ring. I ordered a simple wedding band which I was told would be delivered to them within 5 days. 3 weeks later and I still had no correspondence from them. Again it was down to me to continually chase things up.
All in all, customer service is lacking and communication is terrible.

Bought earrings (plural) from there, and when I got home I noticed one was missing from the box and I called to notify them and there was zero remorse/apology, the response was 'and....?' which was incredibly passive aggressive followed by 'well there isn't much I can do about it over the phone is there'. I really don't understand the projection of rudeness in a customer facing role when there is no fault my end. Really disgruntled and concerned that this person is at management level which is a shame as the young person that served me was very polite and helpful.

We bought a wedding ring and got another one replated, and was served by a lovely helpful lady.
When the rings were in the branch they were going to notify us to come and collect. We waited ages and thought best to ring them and they said yes they have been here 2 weeks no one told us they were there. We went into the shop to collect We got ignored by one lady and the lady who served us was short, abrupt and very unfriendly.
She showed us the rings, barely said a word, then said that's it, I was appalled by her behaviour so kept a distance from her.
She didn't even put the rings in a bag. We just one small tiny box,
I'm sorry that's pathetic we even looked at watches for about 10 mins and the shop wasn't busy and no one asked us if we needed any help.
What a joke

Went for ear piercing and staff were so kind and helpful. Made our daughter feel at ease. Great selection of studs too. Thank you

Very easy to see why this store gets such mixed reviews. Poor customer service especially when it involves an exchange or indeed a refund for a defective product I subsequently Went along to Fraser hart and received an outstanding service. Spent more but it was money well spent for better service and a higher quality product.

I came into the store on the 13th of December to get some inspiration for an engagement ring but the staff were too busy chatting amongst eachother to even acknowledge I was in the store. Incredibly poor salesmanship from the staff and I won't be coming in again. It's not the first time that's happened in this store either so it has to be a constant problem. Terrible service, 0/10

Lots of choice on all jewellery and watches service was good

I asked for help and she told me to wait for a customer, let me finish the work from him. The customer left and another came and another came while I was waiting, McDonald's they have better services .