H. Samuel

Had the misfortune of buying a piece of jewellery here which broke not even 2 weeks after purchase. It was a gift, so firstly that was embarrassing. Went to store, they said they could exchange it there and then for a new one after confirming that it shouldn't break like that, especially in such a short space of time. However, they didn't have it in stock. I wanted it to be repaired asap to give it back to my friend, and have it sent off for repairs. I couldn't go all the way to Thurrock where they had one in stock. So it was all clear for repairs until the manager and the colleague debated after a long time and agreed that I would have to pay for it to be repaired accusing me of breaking it myself. They then proceeded to proving it to me how it was broken... By me of course. Why should jewellery from such a prestigious shop even break so soon? Don't really fancy making another purchase there.

I wanted to get another watch and I saw this one on display and I like the design and it’s a limit addition as well. I’m happy with my purchase. good customer service, very friendly staff as well 😊

I’ve left a gold medal for a repair on 30.05.2019 at your Bexleyheath branch as the bail needs rebuilding. Been told on the day that someone will be in touch with me a quote for the repair and as of today no one has contacted me.
So today, I decided to go back to your branch to pick up my medal as you don’t seem to be interested in doing the job and was quite baffled by what I’ve experienced. Not only, your advisor was probably instructed to tell lies about the fact that you’ve tried to contact me 3 times unsuccessfully on the given number when 1 you’ve been able to text me the reference number of the repair on 30.5.2019, and went straight to my phone on the same number when in store today. But also, now been told that it will take up to a week to get my medal back. I found that a bit exaggerated and truly unprofessional.
Not only, you won’t do this repair but you’ve just lost a customer as I was quite pleased of your services up until now and don’’t worry I won’t hesitate to tell other potential customer to use your services.

We tried to buy our weeding rings from this shop. We order our sizes but it passed 8 weeks and they did not even called once. We checked after 2 weeks what happened but no clear answer, our guess that they didn’t even order our rings. Anyway, we bought from somewhere else. Thank you for nothing.

The worst HM Samuel I have ever been to, terrible customer service, made me waste 3 hours out of my day to travel to the store to be told that the two times I visited and the information I was given was "you cannot do this here, it was miscommunication". As a reputable brand, how can workers be wasting my time and telling me the wrong information due to miscommunication? How does that make any sense? A formal complaint to HR has been made, absolutely atrocious.

The ladies working there were professional and even helpful, good customer service, something which seems to be lacking in other corporate companies nowadays.

amazing and helpful staff and great prices

A very good store on quality jewellery and watches. But their Casio digital watch section is somewhat lacking. Prices are a tad steep on their popularity stuff. But did see Disney watches quite reasonable price.