Fraser Hart Reviews 

Would highly recommend the Gateshead store, very friendly staff and knowledgeable, came away very happy with purchase

I recently visited the Colchester store and had a wonderful experience. I started by calling Sandra who was incredibly helpful and friendly. She even offered to book me an appointment the following day. Upon entering the shop, I was warmly welcomed by all the staff and made instantly comfortable.

While I was there, I noticed another watch I really liked. Sandra gave me plenty of time to consider both options without any pressure. This was a significant purchase for me and I truly appreciated her patience and attention to detail. She answered all my questions and ensured I made the right decision.

I left the store a very happy customer with a watch I’m absolutely delighted with. Thank you Sandra, I truly felt your exceptional service made the experience even more special.

Great service. Staff excelent.Raluca always look after for us and help us with everything.

Helpful, professional. Fitted a very nice watch strap and battery in store.

Very high standard of service
Many thanks

Dear Sir/Madam,

I am writing to formally escalate my complaint regarding a bracelet purchased from Fraser Hart for approximately £650.

This bracelet has now required repair on three separate occasions in just two years. Despite this extraordinary repair history, I was informed that the most recent failure was deemed to be my responsibility and that I would be required to contribute towards the repair costs.

I fundamentally disagree with this assessment.

A bracelet purchased from a reputable jeweller at this price point should be durable and capable of withstanding normal day-to-day wear. Requiring three repairs within two years is wholly unacceptable and raises serious concerns regarding the quality and durability of the product.

Furthermore, my mother owns the exact same bracelet, also purchased from Fraser Hart, and her bracelet has required two separate repairs. It is therefore difficult to accept that these failures are the result of customer misuse when two identical bracelets have experienced repeated faults.

Whilst I was already dissatisfied with the repeated failures of the bracelet itself, I was particularly shocked by the treatment I received when collecting the repaired item.

The member of staff who served me was dismissive, patronising and unprofessional. Rather than acknowledging my understandable frustration, I was met with what I can only describe as a condescending attitude and inappropriate comments regarding the quality of the bracelet. I was effectively told that because the bracelet is not solid gold, I should expect problems, and was then given personal comparisons about jewellery owned by the staff member.

That is not customer service.

At no point was any genuine effort made to acknowledge that a customer collecting an item for its third repair may have legitimate concerns regarding the quality of the product. Instead, I was made to feel as though the repeated failures of the bracelet were somehow reasonable and to be expected.

My family have been loyal Fraser Hart customers for many years and have spent many thousands of pounds with your company. The fact that a long-standing customer can be treated in this manner is both disappointing and unacceptable.

I have now completely lost confidence in both this product and Fraser Hart’s handling of the situation. A bracelet requiring three repairs in two years cannot reasonably be described as a product of satisfactory durability, and the dismissive manner in which my concerns have been handled has only compounded my dissatisfaction.

I would like this complaint referred to a senior manager for review. I also request a written explanation addressing:

• Why a bracelet requiring three repairs in two years is considered acceptable by Fraser Hart.

• Why two identical bracelets purchased from Fraser Hart have both experienced repeated failures.

• Why I was spoken to in such a dismissive and patronising manner when collecting my repaired item.

Please treat this as a formal complaint and provide a substantive written response. Should this matter not be addressed satisfactorily, I will have no hesitation in sharing my experience publicly and taking my future custom elsewhere.

I look forward to your response.

Yours faithfully,

Kerry Fielder

I bought wedding ring from there, very friendly staff and professional aproach, definitely i will came back for another purchase!
Thanks a lot for helping me to choose a wedding ring !

Took my ring in for repair. It’s a band of diamonds and 1 fell out. Tried charging me nearly 70% of the original cost for 1 of MANY diamonds in the band. When I went to collect they wouldn’t release the ring until we paid £30 - no mention at all in their emails to me or when my husband dropped it off.

Always welcoming visit into store. The store is well presented and plenty of varying stock on display. Ronan who has served me on numerous occasions is a star. Very professional and helpful in my purchases. The reason I return. We think of him more of a friend than a store staff member. Highly recommend this store and the company as a whole.

We were made to feel welcomed, offered a seat and asked about our needs.
During the visit we were offered refreshment and allowed all the time required to make an informed decision.
The staff are friendly and helpful

Heather at Cribbs was really helpful and personable. She even remembered me from an enquiry over 6 months ago. My purchase was a present and the post sale watch resizing was swift and easy.

Greay customer service for a ring that needed repair and a replacement diamond through wear and tear.

Fantastic service from the friendly staff. Found exactly what I was looking for and arranged for delivery to the Newbury store for me to view it in person before purchasing.

Great experience, brought my engagement ring for cleaning and was done amazingly!

The staff were friendly offered
Me and my partner a drink we chatted about the last time I was in the store, the man who served me was knowledgeable about the product

Superb experience made to feel most welcome by Raj and her manager Mo who kindly offered me a beer. Raj fitted my new BOSS watch for me. This made for a memorable and enjoyable experience.

I recently purchased an Omega Seamaster Planet Ocean 600M from Fraser Hart in Colchester, and I cannot speak highly enough of the service I received from Georgia and the team.

From the moment I walked into the store, Georgia was welcoming, knowledgeable, and incredibly patient. During my first visit, I must have tried on 15–20 different watches, yet she never once made me feel rushed or pressured into making a decision. Despite leaving without making a purchase that day, Georgia remained attentive and hospitable throughout, even offering complimentary beers and soft drinks while I browsed.

What impressed me most was her expertise and genuine desire to help me find the right watch rather than simply make a sale. In fact, the Omega Seamaster Planet Ocean I eventually purchased was Georgia's suggestion. It's a watch I probably wouldn't have considered or asked to try on by myself, yet as soon as it was on my wrist, I knew it was the one.

When I returned a week later to make the purchase, Georgia happened to be off that day, but the excellent service continued seamlessly. A special mention must go to Billy, the Store Manager, and the other sales advisors who assisted with completing the sale. They handled the transaction professionally and efficiently, making the whole experience feel special from start to finish.

The team also prepared the watch to an absolutely gleaming standard before I left the store. It was presented beautifully and looked every bit as special as such a significant purchase should. Their attention to detail and pride in their work really shone through.

Luxury watch purchases are often remembered as much for the experience as the product itself, and Fraser Hart Colchester absolutely delivered on both. Georgia's patience, expertise and customer care were exceptional, while Billy and the rest of the team ensured the final handover was every bit as impressive.

If you're considering buying a luxury watch, I would highly recommend visiting Fraser Hart Colchester and asking for Georgia. The entire team are a credit to the business, and I wouldn't hesitate to return for my next purchase. I've already got some more in mind!!

Rod was fabulous so friendly professional and helpful

Sandra in the Colchester store has always been welcoming, helpful and patient. Yesterday was no different and I really appreciated her excellent support.