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Comments:
I purchased a £800 diamond ring the diamonds fell out after a couple of months . No return or exchange as they said it was due to accidental damage please note bad quality and design of ring . I was on maternity leave and only wore it around the home.
My parents are both in their 80s and this year (in March), are due to their letter from the Queen marking 60 years of marriage.
In September H.Samuel the Jeweller (I believe a closely related business partner to the notorious and now defunct Ratners) advertised a “Classic Silver Amethyst and Pearl Necklace” in a “flyer” clearly targeted for the Christmas market. In the advert the necklace was presented beautifully and my mother immediately fell in love with it. She remarked on the necklace to my father. My father went off to the St Helens branch of H.Samuel to buy the necklace as a surprise Christmas gift “whilst stocks last”. He paid in excess of £50-00 for the necklace and was pressured into paying an additional £15-00 for insurance cover. Maybe not a huge sale for H.Samuel but nevertheless a great deal of money to a pensioner.
Christmas day came and my mother opened her present. Bearing in mind the picture in the advertisement presented a long necklace with loops of chain (no length mentioned in the advert) the actual necklace was so short that it would not even fit my 6 year old’s neck.
We telephoned the shop explaining the situation. The response was that my father had bought the necklace too early for Christmas and they were not prepared to do anything in respect to the complaint. It was explained that my mother did not want a refund, merely a replacement exchange with a piece of jewellery that was actually usable. My mother called into the shop to explain the situation. The counter staff appreciated that the necklace was useless. One of the staff tried to wear the necklace but it would not go round her neck. The counter staff requested the help of the shop manager. My mother again explained that she didn’t want money back, just a usable item of jewellery in exchange. The shop manager explained again that my father had made the purchase too early for Christmas and insinuated that my mother had been wearing the necklace and had now got fed up with it. My mother commented as an aside that the additional insurance had been unnecessary because cover was already provided on her household policy. The manager said “tough, it was my father’s fault for not checking his policy before buying the necklace”. Interestingly the manager invited my mother to inspect any of the jewellery on sale in the shop and compare it with that in the catalogue. She stated that the jewellery in H.Samuel adverts never looked like the real thing because the adverts presented the jewellery in a manner to facilitate a sale. The manager actually said she could take her round all the jewellery for sale in the shop and none of it looked like the pictures in the adverts. The obvious implication being that H.Samuel jewellery is not of a saleable quality if honestly presented. My mother questioned the honesty in misrepresentation to which the manager said she was not prepared to discuss the matter any further and flounced back into her office.
My mother, out of frustration and anger at both attitude and the insinuation, left the necklace and insurance policy on the H.Samuel counter explaining to the sales assistants that, “as it was not fit for purpose, they may as well keep it”. Now H.Samuel is in possession of money, necklace and insurance policy.
H.Samuel, StHelens have made it very clear they are not prepared to help or compromise. Their attitude has been appalling. I think it is an absolute disgrace to treat customers, particularly elderly customers who are obviously seen as an easy target, in such a dismissive and insulting manner.
About three months ago I got for my birthday a watch bought at H Samuel. The watch was just lovely. To my disappointement they stopped working after only two months. Obviously I have had the battery checked first and it wasnt the cause. Therefore I went to the shop wanting to have it fixed or exchanged. First of all I got to speak to a very ignorant and unexperienced staff. When I explained to her what is wrong all she asked me was: "So what do you want us to do?" Even thought I had an insurance all they could do is to send it back to Acurist and wait for them to fix it. The time for me to have my watch back was estimate to more then a month and half! When I complain why is it gonna take so long the only answer she could give me was - that I am still lucky that some people wait even more. So after all spending so much money for a watch I am gonna end up more then one month with nothing - even with an insurance for £13 ... I really was surprised about this as my previous experience with H Samuel wasnt so bad. All I can do now is to wait and hope that at least they will fix the watch and that they will work more then two months.... Dont think will ever shop with them again and definetely not with insurance - its really not worth it. They will always find an excuse that the insurance doesnt cover the fault!!
I bought a gold bracelet for £105 from the St Helens store. After 12 days (that's DAYS) it literally fell apart even though I had worn it only 3 times. In my naivety, I expected an offer of exchange although I had already decided the product was inherently faulty due to it being so thin. However, I got no such offer. All H Samuel did was have it sent away to the "quality" control people who said it was caused by accidental damage ie. by me. I said it had possibly snagged on the lining of my suit jacket but they said they would stick to the quality control report ie. it's my fault. I said it was of insufficient durability or quality to withstand minimal wear and tear but they wouldn't move. Trading Standards have told me to get an independant report from a reputable jeweller to prove it was too thin and flimsy but I'm not holding out much hope. Customer services is a joke and the firm are NOT interested in keeping your custom. I would advise anyone thinking of buying from H Samuel NOT to, even something of a medium price tag is rubbish.
Anyone with any advice on what to do next?? Or shall I just sell it to one of these "buy-your-old-gold" firms?
having been assured by a member of staff that if the watch irritated my wifes skin,which has happened in the past and we told them this,we had 30 days to bring it back.she wore it for 3 hours and her skin went red and itchy.7 days later we returned to the shop.we were told no refund you have worn it.this is the total opposite to what we were told on the day of purchace.complaining to customer services has after two weeks resulted in not one returned call,and rude attitude from their staff.ratners by another name?be warned,do they deserve your hard earned cash?
Avoid shopping at H Samuel. Inspite of their High Street presence they offer appalling value, poor service, and almost non existent back up by Customer Service. They overcharge for almost every line of goods and routinely give wrong information and advice. Their staff are virtually untrained other than for operating the till. Be particulary aware of overcharging for servicing, batteries and replacement parts, not to mention labour. Go elsewhere you will do far better and be much better looked after
i went in to the bishop auckland store to and bought my mam a guess gold watch with loads of stones in it a very nice watch.with a great cost of (£105)witch i thought was werth every penny untill i had noticed a few weeks later that there was 5 of the stones missing so my mam had phoned the store and was very pleased to hear that there was going to be a replacement so we traveled to the store to find out that the information that was gives on the phone from the manageress was false that there was going to be no replacement watch and that they were gonna send it away to be assested by the manufacturers to see if it was commen fault.the manageress said that the stones were not under guarantee yet the watch was only a few weeks old.this i thought was a disgrace.the mannageress then started to be rude towards me and my mam so i asked for the watch back and now am seeking my right through trades and standards to see where i stand on this matter.i will never purchase another item from any H SAMUEL store ever again and will be telling friends and famialy to say well clear as they sell faulty good that dont last.
I bought a diamond engagement ring at christmas, i got it home, proposed, the day after she had put it on i woke up to mass hysteria she was in floods of tears, the diamond had fallen out after ONE DAY!!, for the money i spent it was simply disgusting that this could have happend, i went into my local store and demanded a refund, it took me 2hrs of shouting at the manager to get a replacement sent to me, they kept insisting on sending it away for testing, this was my engagement ring remember, the most special ring you give to someone, eventually after me threatening to tell everyone how they had clearly rushed my order out without due care and attention to meet the christmas rush they say they would replace it, i was then told i hate to wait 21 days for the size i wanted, but if i took a size larger i could have it in 12 days, this company is an absolute disgrace, i had to order it larger and pay to have it re-sized, (the bill im sending to head office) i will never EVER use this company again and i will tell everyone i know to steer clear of them.
How do criminals manage to get their hands on our information and shop untill they drop without getting caught? When all I done was simply order a watch off the internet, undergone security checks at the time, then be called on day it should already be in post and on its way to pursue more 'security questions'.
As I had done alot of shopping over the weekend (as we all do when it gets to pay day!!) I was thrown when I was asked what I had purchased, how much it has cost etc.
As this present was actualy being bought by my mother on my account it took a minute or so to actually understand what she wanted me to tell her.
I made a mistake by saying that I had bought cuff links, (which I had done but from another online shop). I had actually bought a watch.
All other details were obviously correct as I am the person I was claiming to be on the account.
I re-corrected myself that it was actually a watch and I was getting confused. I felt like I was being interigated.
Guess what ?? My order was cancelled and I was told they could not pursue my order!!
Do these people really think that if I was doing fraud I would use the address where the card is registered to for delivery? Pay on that same card and above all only spend £34.99??
They need their heads testing.
I would not recommened them to ANYONE. Customer service was useless as was the staff in the branches.
I will take my money elsewhere, where I am treated like a customer and not a criminal.
I PURCHASED A GIFT (EARRINGS FOR MY G/F FOR XMAS) THEY WERE BROKEN. RETURNED THEM FOR REFUND. NIGHTMARE. GOT IT IN THE END. EMAILED THEIR FEEDBACK ADDRESS & TO DATE - NOTHING! HARDLY SURPRISING.
I WILL NEVER PURCHASE ANYTHING ELSE FROM THEIR STORES -
Dear Sir,
Re: complaint regarding customer service
I write with regard to a purchase I recently made in a branch of H Samuel the jeweller as follows:
H. Samuel - 4203
5 Carillon Court Loughborough
Leicestershire
LE11 3XA
01509 213109
Originally the item was purchased as an Xmas gift on 19/12/06 & subsequently returned for refund on 31/12/06.
Item purchased - 5391148 - SILVER EARRING - £9.99
The earrings were purchased by me for my partner on 19/12. The assistant took them from display & boxed them. I did not look at the items in question as I do not wear earrings & they were a gift. I felt it was not necessary.
My partner Laura opened the gift Xmas day to find that the cradle which held one of the stones on 1 of the earrings was in fact twisted & bent. She liked them but as they were damaged we decided I would return them for an exchange.
On 30/12/06 Laura was shopping in Nottingham with the earrings for return, & popped into one of the city branches of H Samuels to see if they could be exchanged. She was informed a receipt would be needed & that if returned with the receipt then a refund or exchange could be made. That information was more than acceptable to her.
On 31/12/06 Laura visited the local branch in Loughborough were the original purchase by me was made, in order to effect an exchange. This time she took the receipt & the earrings. On discussing with who I now think to be the branch manager, she was told rather abruptly & rudely that it was not possible to either refund or exchange the items. This was despite explaining that they were not damaged by either her or me. She then returned & explained to me what had happened & how rude she thought your staff member was.
On the same day a short time later, I returned to the store with the items & the receipt to request an exchange. I had a quick look to see if any visible signage was displayed regarding a returns policy. It was not, neither was it written on the reverse of the receipt. I was greeted with the same ill mannered & negative response. I was extremely unhappy at the way in which your manager spoke & how she dealt with situation. She initially informed me that she would not either refund or replace the items after strongly suggesting that I had damaged the items myself!
The member of staff began to raise her voice while in front of a shop of customers, to which I raised my own voice in full view of other customers. I explained several times that I had not damaged the items, & that I had not inspected them on the day of purchase. I had retuned them for an exchange. Your staff member was not prepared to do this. I then requested a refund, again your staff member was not prepared to do this. I then explained that she had an obligation to supply items of a "merchantable quality" & that clearly in my view the earrings in question were not. She still refused to give a refund, again in full view of other customers.
I then informed her that I was quite prepared to stand outside of the premises & inform every potential customer effecting entry to the store,, that H Samuel "are not prepared to refund or replace faulty/damaged items." The staff member threatened to have me removed by a "security guard" I invited her to do so since the outside of the store forms a public area & is no way part of the store premise. She then said she would have the earrings "sent away for investigation." I again informed her that this again was unacceptable & that I now would not accept anything less than an immediate refund. I also informed her that I would contact the local Trading Standards dept as well as the local newspaper. Both of which I am still considering as a result of what is best described as disgraceful, humiliating and an embarrassing (for all parties concerned) level of incompetent customer service.
Finally, the staff member agreed to refund the item, but only after what can be described as heated public debate in front of a shop full of people.
I enclose a scanned image of the refund transaction in order that you may effect your own investigation.
If this staff member worked for my organisation, I would have no hesitation in performing an immediate dismissal.
Please remember that my partner was informed verbally in the Nottingham branch, that a refund/replacement was possible. In addition, I am aware of the general policy regarding earrings purchased, that cannot be refunded for hygiene purposes.
I have never had to deal with such an appalling level of public humiliation & treatment by a store employee. Nor been treated to such abysmal & unprofessional levels of discourteous customer service - or lack of.
I strongly request you look into the matter further & invite you to comment & respond further. I look forward to your response at your earliest convenience. Thank you for taking the time & consideration to read my correspondence & I am only sorry to have to bring something like this to your attention.
Please feel free to contact me by post, telephone or email should you feel the need to do so, or indeed require any further information.
I purchased not hugely expensive (£14.99)'sleeper'earrings in Croydon sometime in 2005, plus the insurance which seemed a good deal. Closing catches not great and several times came undone, & lost one in shower in Feb 2006, so claimed new pair on insurance, and renewed the insurance. Within 2 weeks one had broken overnight in bed, so went to get replacement. I was asked if wanted to renew insurance, but said that I was returning faulty goods, NOT claiming on insurance. The assistant went to speak to the manager, and I was given another pair, with a receipt saying that it was a replacement of faulty goods.
Within 2 weeks again one had got caught in jumper fluff on my shoulder, and just broke into two as I VERY GENTLY tried to extricate it.
I realised that these were just not up to the job, and this time asked for my money & the insurance back. There were some delaying tactics regarding me needing my original receipts (which they must have known they retain with an insurance claim, and managed to find themselves), then I assume a lie about 'Faulty Goods'just being a button that is pressed on the till. I left with no joy, only the address of Customer Services.
Ha ha-'Customer Services' are worse than the stores-I even wrote to the MD, but this just resulted in a delayed response to a letter to CS.
Am now wearing pair from Tesco-2 pairs £2.50, silver-no problems in months. Have contacted BBC Watchdog, will persevere. Will NEVER shop in H Samuel again.
I bought a bracelet from H Samuel in August. A few weeks later 3 of the stones fell out so I took it back to the store. I was told it would have to be sent back to the manufacturer for examination but when it came back I was told it was not a manufacturer's fault and a repair could not be guaranteed, but as I had taken out insurance when I bought it they would replace it with a new one - but I would have to take out further insurance on the replacement. The following day stones fell out of the replacement bracelet so back it went to the store. This time the store manager said it was a manufacturer's fault! When I asked for my money back I was told I could only have a credit note or gift vouchers as the item had been replaced under the insurance policy. I knew this was a lot of nonsense, if the goods are faulty they should either be repaired (this could not be guaranteed), replaced (they did not have another one) or a refund. When I got home I put a request for a refund in writing and sent it to the store manager who in turn sent it to their customer services in Birmingham. I received an acknowledgement from customer services saying they would look into the circumstances and come back to me asap. Despite my persistant telephone calls and letters to them it is now 2 months since my initial letter and I am still waiting for the refund that I am entitled to by law. Hopefully the end of this fiasco is near as they have requested the bracelet back in order to issue a cheque (which will take up to 2 weeks from receipt of the bracelet). That is as long as I get the recorded delivery envelope they say they sent 3 weeks ago!! The customer services department is a joke and I will never be dealing with them again as I never intend to buy from H Sameul ever again. Buyers beware.
I went to H Samuel in Irvine and ordered a wedding ring at £100 and was told it would be ordered and would be in by the following week. A week later i went to collect the ring and it was the wrong ring. This was pointed out to the staff in H Samuel who said they would re order my ring. Again a week later i went to collect what i thought would be the correct ring and yet again it was the wrong ring. I pointed this out to the H samuel staff again and they accused me of lying at which point i got the correct ring from the cabinet to compare these rings and proved that it was the wrong ring .... the diamonds were smaller and the band was thinner. A complaint was logged with head office and the correct ring was finally sent through. Senior shop staff were extremely unhelpful and the junior staff didn't seem to know what they were doing but did at least try to help.
My fiancee also bought a ring from H samuel; it was advertised as having "diamonds" but on closer inspection after purchase there was only One very small diamond. Another ring was selected at an additional cost and we were told it would be sent away for resizing to the H Samuel workshops. After three weeks we still hadn't heard anything about the ring so we went into the shop to find out what was happening and got told that the ring couldn't be resized. On hearing about the problem the manageress left the shop floor leaving a junior member of staff to deal with the problem. We now have four weeks to find another ring and have it resized before the wedding. My fiancee tried to contact H Samuel customer services by telephone; the number provided by the website is an enquiries line which is free but if you have a problem you need to telephone yet another number which is chargable. I will never use H Samuel Jewellers again and will be advising all my friends and family to avoid them as well.
a watch bought at christmas had given up the ghost by 5th january. When i took it back and asked for another watch i was ordered out of the shop by the manageress because i would not except the battery being replaced as the watch would no longer be waterproof
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Comments:
My parents are both in their 80s and this year (in March), are due to their letter from the Queen marking 60 years of marriage.
In September H.Samuel the Jeweller (I believe a closely related business partner to the notorious and now defunct Ratners) advertised a “Classic Silver Amethyst and Pearl Necklace” in a “flyer” clearly targeted for the Christmas market. In the advert the necklace was presented beautifully and my mother immediately fell in love with it. She remarked on the necklace to my father. My father went off to the St Helens branch of H.Samuel to buy the necklace as a surprise Christmas gift “whilst stocks last”. He paid in excess of £50-00 for the necklace and was pressured into paying an additional £15-00 for insurance cover. Maybe not a huge sale for H.Samuel but nevertheless a great deal of money to a pensioner.
Christmas day came and my mother opened her present. Bearing in mind the picture in the advertisement presented a long necklace with loops of chain (no length mentioned in the advert) the actual necklace was so short that it would not even fit my 6 year old’s neck.
We telephoned the shop explaining the situation. The response was that my father had bought the necklace too early for Christmas and they were not prepared to do anything in respect to the complaint. It was explained that my mother did not want a refund, merely a replacement exchange with a piece of jewellery that was actually usable. My mother called into the shop to explain the situation. The counter staff appreciated that the necklace was useless. One of the staff tried to wear the necklace but it would not go round her neck. The counter staff requested the help of the shop manager. My mother again explained that she didn’t want money back, just a usable item of jewellery in exchange. The shop manager explained again that my father had made the purchase too early for Christmas and insinuated that my mother had been wearing the necklace and had now got fed up with it. My mother commented as an aside that the additional insurance had been unnecessary because cover was already provided on her household policy. The manager said “tough, it was my father’s fault for not checking his policy before buying the necklace”. Interestingly the manager invited my mother to inspect any of the jewellery on sale in the shop and compare it with that in the catalogue. She stated that the jewellery in H.Samuel adverts never looked like the real thing because the adverts presented the jewellery in a manner to facilitate a sale. The manager actually said she could take her round all the jewellery for sale in the shop and none of it looked like the pictures in the adverts. The obvious implication being that H.Samuel jewellery is not of a saleable quality if honestly presented. My mother questioned the honesty in misrepresentation to which the manager said she was not prepared to discuss the matter any further and flounced back into her office.
My mother, out of frustration and anger at both attitude and the insinuation, left the necklace and insurance policy on the H.Samuel counter explaining to the sales assistants that, “as it was not fit for purpose, they may as well keep it”. Now H.Samuel is in possession of money, necklace and insurance policy.
H.Samuel, StHelens have made it very clear they are not prepared to help or compromise. Their attitude has been appalling. I think it is an absolute disgrace to treat customers, particularly elderly customers who are obviously seen as an easy target, in such a dismissive and insulting manner.
Anyone with any advice on what to do next?? Or shall I just sell it to one of these "buy-your-old-gold" firms?
As I had done alot of shopping over the weekend (as we all do when it gets to pay day!!) I was thrown when I was asked what I had purchased, how much it has cost etc.
As this present was actualy being bought by my mother on my account it took a minute or so to actually understand what she wanted me to tell her.
I made a mistake by saying that I had bought cuff links, (which I had done but from another online shop). I had actually bought a watch.
All other details were obviously correct as I am the person I was claiming to be on the account.
I re-corrected myself that it was actually a watch and I was getting confused. I felt like I was being interigated.
Guess what ?? My order was cancelled and I was told they could not pursue my order!!
Do these people really think that if I was doing fraud I would use the address where the card is registered to for delivery? Pay on that same card and above all only spend £34.99??
They need their heads testing.
I would not recommened them to ANYONE. Customer service was useless as was the staff in the branches.
I will take my money elsewhere, where I am treated like a customer and not a criminal.
Victoria
I WILL NEVER PURCHASE ANYTHING ELSE FROM THEIR STORES -
Dear Sir,
Re: complaint regarding customer service
I write with regard to a purchase I recently made in a branch of H Samuel the jeweller as follows:
H. Samuel - 4203
5 Carillon Court Loughborough
Leicestershire
LE11 3XA
01509 213109
Originally the item was purchased as an Xmas gift on 19/12/06 & subsequently returned for refund on 31/12/06.
Item purchased - 5391148 - SILVER EARRING - £9.99
The earrings were purchased by me for my partner on 19/12. The assistant took them from display & boxed them. I did not look at the items in question as I do not wear earrings & they were a gift. I felt it was not necessary.
My partner Laura opened the gift Xmas day to find that the cradle which held one of the stones on 1 of the earrings was in fact twisted & bent. She liked them but as they were damaged we decided I would return them for an exchange.
On 30/12/06 Laura was shopping in Nottingham with the earrings for return, & popped into one of the city branches of H Samuels to see if they could be exchanged. She was informed a receipt would be needed & that if returned with the receipt then a refund or exchange could be made. That information was more than acceptable to her.
On 31/12/06 Laura visited the local branch in Loughborough were the original purchase by me was made, in order to effect an exchange. This time she took the receipt & the earrings. On discussing with who I now think to be the branch manager, she was told rather abruptly & rudely that it was not possible to either refund or exchange the items. This was despite explaining that they were not damaged by either her or me. She then returned & explained to me what had happened & how rude she thought your staff member was.
On the same day a short time later, I returned to the store with the items & the receipt to request an exchange. I had a quick look to see if any visible signage was displayed regarding a returns policy. It was not, neither was it written on the reverse of the receipt. I was greeted with the same ill mannered & negative response. I was extremely unhappy at the way in which your manager spoke & how she dealt with situation. She initially informed me that she would not either refund or replace the items after strongly suggesting that I had damaged the items myself!
The member of staff began to raise her voice while in front of a shop of customers, to which I raised my own voice in full view of other customers. I explained several times that I had not damaged the items, & that I had not inspected them on the day of purchase. I had retuned them for an exchange. Your staff member was not prepared to do this. I then requested a refund, again your staff member was not prepared to do this. I then explained that she had an obligation to supply items of a "merchantable quality" & that clearly in my view the earrings in question were not. She still refused to give a refund, again in full view of other customers.
I then informed her that I was quite prepared to stand outside of the premises & inform every potential customer effecting entry to the store,, that H Samuel "are not prepared to refund or replace faulty/damaged items." The staff member threatened to have me removed by a "security guard" I invited her to do so since the outside of the store forms a public area & is no way part of the store premise. She then said she would have the earrings "sent away for investigation." I again informed her that this again was unacceptable & that I now would not accept anything less than an immediate refund. I also informed her that I would contact the local Trading Standards dept as well as the local newspaper. Both of which I am still considering as a result of what is best described as disgraceful, humiliating and an embarrassing (for all parties concerned) level of incompetent customer service.
Finally, the staff member agreed to refund the item, but only after what can be described as heated public debate in front of a shop full of people.
I enclose a scanned image of the refund transaction in order that you may effect your own investigation.
If this staff member worked for my organisation, I would have no hesitation in performing an immediate dismissal.
Please remember that my partner was informed verbally in the Nottingham branch, that a refund/replacement was possible. In addition, I am aware of the general policy regarding earrings purchased, that cannot be refunded for hygiene purposes.
I have never had to deal with such an appalling level of public humiliation & treatment by a store employee. Nor been treated to such abysmal & unprofessional levels of discourteous customer service - or lack of.
I strongly request you look into the matter further & invite you to comment & respond further. I look forward to your response at your earliest convenience. Thank you for taking the time & consideration to read my correspondence & I am only sorry to have to bring something like this to your attention.
Please feel free to contact me by post, telephone or email should you feel the need to do so, or indeed require any further information.
Regards,
Mr P. Mitchell
Within 2 weeks again one had got caught in jumper fluff on my shoulder, and just broke into two as I VERY GENTLY tried to extricate it.
I realised that these were just not up to the job, and this time asked for my money & the insurance back. There were some delaying tactics regarding me needing my original receipts (which they must have known they retain with an insurance claim, and managed to find themselves), then I assume a lie about 'Faulty Goods'just being a button that is pressed on the till. I left with no joy, only the address of Customer Services.
Ha ha-'Customer Services' are worse than the stores-I even wrote to the MD, but this just resulted in a delayed response to a letter to CS.
Am now wearing pair from Tesco-2 pairs £2.50, silver-no problems in months. Have contacted BBC Watchdog, will persevere. Will NEVER shop in H Samuel again.
My fiancee also bought a ring from H samuel; it was advertised as having "diamonds" but on closer inspection after purchase there was only One very small diamond. Another ring was selected at an additional cost and we were told it would be sent away for resizing to the H Samuel workshops. After three weeks we still hadn't heard anything about the ring so we went into the shop to find out what was happening and got told that the ring couldn't be resized. On hearing about the problem the manageress left the shop floor leaving a junior member of staff to deal with the problem. We now have four weeks to find another ring and have it resized before the wedding. My fiancee tried to contact H Samuel customer services by telephone; the number provided by the website is an enquiries line which is free but if you have a problem you need to telephone yet another number which is chargable. I will never use H Samuel Jewellers again and will be advising all my friends and family to avoid them as well.
hilaryjoan at 24th Jan 2004, 04:38PM
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