Hsamuels Reviews 27

I took my ring in for a solder repair and although it took slightly longer than I expected, I was given tracking details and therefore kept informed. I picked my ring up today and it was an excellent repair and that is something for me as I am a perfectionist. I am very pleased with the service and would highly recommend to anyone who wants a ring solder repair.

I had a very frustrating experience with H. Samuel in Derry.
I purchased a Garmin Epix Pro Gen 2, which was confirmed faulty by Garmin after troubleshooting. The store ordered a replacement, but the second unit was also faulty — again confirmed by Garmin.
I spent hours across the week troubleshooting, contacting Garmin, and returning to the store multiple times.
Despite this, the only solution offered was a refund. There was no attempt to provide a working alternative, no flexibility, and no acknowledgement of the time and inconvenience caused.
While I did receive a refund, the overall experience was extremely poor. I would not recommend purchasing technical products from this retailer.

We were in quayside shopping centre branch in Gloucester on Saturday and the member of staff that we spoke to was super helpful. Infact, her customer service was great, she listened, explained and answered all our questions honestly. Because we were only visiting the area and wasn't 100%
Sure of the Platinum crossover diamond ring because the stones sat slightly raise, I didn't make a purchase. But because of her helpful information I'm going into my local branch when I get home this week. I really hope you can pass on how happy I was with the lovely lady,
Many thanks in advance
Ps if you can message her, she might remember us as we were in motorbike gear lol

The return and exchange process is somewhat complicated and time-consuming.

Customer service doesn't always respond quickly, you have to wait. Online order delivery sometimes arrives late.

I went into h Samuel today in there Inverness store. I needed to get my rings cut off. Mark cut both rings off quickly and was very reassuring. Very kind and welcoming staff

I bought earring advertised a silver 925 from H Samuel . I came up very allergic to the earrings, something I had never had before I always by silver or gold . I was in pain with swollen ears and had to take antihistamines and use steroid cream to reduce swelling . I took them to another jewel who told me they were silver plated hense I was allergic to them , the post are stamped 925 but the body of the earing is not . On using silver testing solution they come up brown also indicates they are not silver as advertised. H Samuel told me over the phone that the other jewels were lying but thier silver earring do not make me allergic I feel totally miss lead . H Samuel say as I have worn them they won’t refund me unless they are faulty. I will be taking to trading standards .

Thinking that H Samuel, a long-established company, could be trusted with the simple job of fitting my watch by removing links, I took it to my local branch.
Instead of removing links evenly from each side so that the clasp would sit centrally on the wrist they took 4 links from one side so that the clasp was on the edge of the wrist. Terrible work made worse by the fact that they are accredited dealers of the brand.
Won't trust them ever again so will get it rectified by another 'reputable' dealer if I can find one.

Manager and staff not helpful a all, attitude made you feel as though your not good enough to shop in store,manager was sarcastic, I was looking at jewellery and one staff member kept asking if I'd made my mind up yet,felt like I should know straight away what I'm after ,the other staff stood around or sat talking to each other. Got more help from Warren james jewellers who were busy cleaning and checking window displays when there is no customers in shop,was not ever feeling intimidated by staff or management ....won't shop at Samuels again... NIL STAR....

Worst experience ever. Ordered a bracelet on the 26th November for Collection from store. Item never arrived. Customer service a joke and still awaiting a refund even though they know it wasn’t dispatched. Customer service can’t even contact their own warehouse and have to email them. Whatever you do don’t order online from a company that doesn’t care about customers at all. Order number
813363695

I order from the website and specifically picked next day delivery. When I selected this it said it would be delivered on the Saturday. However my parcel never showed up. I checked the tracking information and it still said it was to be delivered on Saturday. I emailed to company and they explained that in their terms and conditions if you order on a Friday the earliest delivery is a Tuesday! I can accept this is their policy but it is not made clear to you at all when you order, you would have to go and read their entire terms and conditions. Slightly ridiculous when paying £6 for delivery.

H Samuel have the most baffling and ridiculous cancellation policy. I accidentally ordered the wrong items in my basket and you’re unable to cancel the order until the goods have been dispatched. I’ve never before come across such a poorly thought out policy, which is clearly there to catch out customers in a rush, as opposed to supporting their so called clientele. Last time I shop here.

I paid for express delivery for a reason but Hsamuel chose to take my express delivery money but my item not delivered on the date. Still waiting for my delivery, Refund my express delivery money and stop scamming people who has things to do...you're making life hard with your customers service that ain't fit for purpose. Stop the delivery scam

I recently wrote a 1 star review expressing my disassatisfaction with this company at overlooking the managers suspicious behaviour at the Gateshead store. I did get a response to contact the company with a case number....WASTE OF TIME H Samuel pays lip service as it refuses to tackle genuine customer concerns!!!!!!!!!!!!! Let us see if you can prove yourselves by responding with a genuine workable solution....Ill wait

I bought an infinity ring - 9 carot gold for a birthday present. It scratched straight away. Very poor quality. They would not allow returns 2 weeks later. I bought it for £120 and couldn't sell it for £20. Horrible staff just laughed at my predicament and wouldn't even consider a return at any price.

Customer service is disappointing. Rude never go back again .weston favell Northampton .

Took a ring in for resizing and was told it would be £199.95. I was told by them that my ring was 18ct gold. I also took a gold chain in which cost £109 to have a bigger ring on to fasten as it was tiny. Cost would be £40!! I declined both and went to an independent jeweller who charged £35 for ring resize and £20 for the bigger ring on chain . The ring was not 18ct . It is 9 ct. very disappointed with prices at Samuel’s

The worst experience of making my engagement ring. I was recommended to use them but simply kept on delaying my order. I ordered with them at 7 June 2025 and haven’t got my ring back. Chatting to a manager in one of the Stratford stores only kept saying it is delayed.
I asked how long will it be. No answer from them. Only kept saying wait for us to give you a call or an sms. Most company do it 6 to 8 weeks. This company is not even serious at all.

Would be no stars if I could took a 400 Armani watch in to get battery changed lad said no problem come back in 15 minutes but he rang a few minutes later saying they couldn't do it as screw driver was too big.we went to collect it and he said oh maybe another store could and there may be some scratches on screws .we went to another jeweller who inform me that screws had been rounded off .the lad in shop denied it ,manager refused to give her name or directors name.so I am left with a damaged watch and been told we could take it back to send it away but it would be 49.99 for battery horrible service

Ordered an item, then got an email 2 days later to say it was out of stock & the transaction had been reversed. So waited a few days later to order it, but the same thing happened. I've never known a website to not have live stock updates to show if something is out of stock. You'd think when the 1st transaction was an issue, they would update the stock situation manually. Will definitely not be ordering from this company again.