H.Samuel - County Armagh Reviews 25

What was meant to be a lifetime symbol of love turned into a nightmare of poor quality and complete indifference from H. Samuel's customer care team.

It started simply enough. The band of my engagement ring bent smoothly, no sharp impact, no visible trauma, no crushing or gouging. Just a slow, worrying deformation during ordinary everyday wear. Any reasonable person would question whether the ring was structurally sound.

Instead of investigating properly, H. Samuel immediately dismissed the issue as ‘accidental damage’. No metallurgical analysis. No hardness testing. No stress assessment. No laboratory report of any kind. Just a baseless assertion, repeated as if saying it made it true.

When I asked for evidence, copies of any technical examination, the qualifications of their assessor, the specific technical basis for their conclusion, I was ignored. My reasonable requests were met with deflection. Escalation changed nothing. Each time I tried to take the matter higher, I was met with the same wall of indifference.

What makes this worse is the quality of the product itself. This ring came from the ‘Forever Diamond’ manufacturer, a name that supposedly represents lasting value. Instead, I received an item that could not withstand normal life.
Platinum lacks the hardness to maintain its basic shape during light wear, and side diamonds likely further weakened it. The smooth finger shaped bending of the band raises serious concerns about inadequate structural durability, poor alloy composition, or insufficient hardness for an engagement ring meant to be worn daily.

And H. Samuel takes no responsibility. None. They hide behind the phrase ‘accidental damage’ without proving it, while refusing to acknowledge that the burden of proof rests with them as the retailer. Under consumer law, they must demonstrate that the product was of satisfactory quality and free from inherent defects. They have done nothing of the sort.

The emotional toll has been significant. An engagement ring is never just a piece of jewellery, it is hope, commitment, and memory made tangible. To have that object fail, and then to be treated as if your distress is an inconvenience, is deeply painful. I have lost all confidence not only in this specific product but in H. Samuel's entire approach to customer care.

To make matters worse, they suggested I should pay for my own independent expert evidence. Let me be clear: that is not how consumer rights work. The retailer must prove the product was not defective. Shifting that cost and burden onto the customer is unacceptable.

At the end of this long, exhausting process, I am left with no refund, no replacement, and no respect. A full refund of thousands of £
is what I paid, and what I am still owed. I will now be taking this matter to the relevant consumer protection bodies.

My advice to anyone reading this: Do not trust H. Samuel. Do not trust their Forever Diamond range. The name promises permanence, but the reality is poor materials, zero accountability, and a customer service system that will gaslight you, ignore your evidence, and leave you heartbroken.

There is no value for money here. Only regret.

I visited this shop Craigavon Rushmere this evening at around 1:40-2:00pm wanting to buy a gold necklace for my son. When I asked a member of staff to show me the ones I was interested in what allready was out somebody else was just buy one she took them wouldn't let me look at them properly or see them close up. She just put them straight back on the shelf and told me I could look at them there instead.

I explained I was definitely going to make a purchase, but she still wouldn't bring them out for me to view properly. How can you buy something valuable like gold jewellery when you can't even see it clearly or check it over? It made me feel like my custom didn't matter at all. I was there with my friend and my soon with the pram she was going to buy a watch too so was a total of 800£ but seeing that behaviour we chose to walk away .

The service was disappointing and unhelpful, and I ended up leaving without buying anything. I'll be going somewhere else where they respect customers enough to show them items properly when they want to buy them.

I just want to praise an employee who works in the rushemere shopping centre. He was so nice taking his time with me,giving me great advice. As I wasnt really buying anything. He actually showed me actually what I need. I brought earrings in I had a query on He cleaned them example what he thought about them. He has sent them away for further analysis. I can't praise him enough I can't remember his name but I think his the only male working there. Thank you again.

Finely got the order i have been looking for a wile but wasn't in stock

Purchased a white gold matt polished ring and after a couple of days it was really badly scratched all around the matt area was scrapped after a week i went to castle court store and it was clear straight away the man that served us had no intrest in helping after barley glancing at it and said it was normal to be scratched from wear and tear when i said its not reasonable to be that badly scratched after a couple of days he argued that its normal and refused to exchange it so took it to rushmere store and was served by liz who was lovely and helped straight away with a replacment a big thank you to Liz

Called into Rushmere branch with a broken watch lady fixed it in a couple of minutes without question and was so lovely and approachable! Great experience and lovely service

very positively surprised today. broken bracelet changed to a ring plus I chose a new bracelet and got a promotion for a necklace with diamonds. super birthday thank you for the nice service!

I needed a watch repair and Liz was most helpful and pleasant. She got it sorted no prob at all and was really lovely.

Haajarah served me, and she was so helpful and had such a lovely personality, very friendly, professional customer service and I'm delighted with my purchase.

I called in today to see about a replacement strap for a watch (bought 5 years ago for £15). The lady behind the counter quoted £25 for a replacement STRAP with no irony whatsoever when a brand new watch the exact same model is £16.99 IN THEIR WINDOW. She insisted the strap MUST be Casio, despite me having already replaced it with a generic strap (which she'd have noticed had she bothered being attentive and checking what I was showing her instead of trying to prove why she was correct). I've now bought a brand new Casio strap from Amazon for £2.99 and will take it to a reputable jeweler to repair.

I do my very utmost to avoid giving negative reviews, however, this arrogance was absolutely breathtaking, even justifying the cost as "Casio watches have special notches which prevents a generic strap". Profiteering at its absolute worst. I'd recommend seeking a second opinion before allowing this store to gouge you with extortionate prices for repairs.

Staff very friendly and pleasant. Great range of products.

11/03/2023
Went into H Samuel store in Rushmere Craigavon today to replace a broken chain.
Served by Sami
Excellent service friendly staff bought a beautiful chain and had my rings cleaned while I decided which chain to purchase.
First class will definitely be back
Thank you
Catherine

Very disappointing visit today to H S Samuel in Rushmere
The sales assistant was very unhelpful and spoke to us as if we were children
We used to be regular customers here but we won't be back

The staff were very helpful.

I visited your Craigavon store to purchase a birthday present for my wife.

This was a very positive experience for someone who does not relish the concept of shopping. Myself and my daughter were made very welcome and were reassured at all times by the various safety measures that were in place and These were very clearly being taken seriously by the staff.

We were listened to throughout, offered ideas and suggestions (which were very welcome) and allowed the time and the space to make our choice.

The lady who assisted us was ver accommodating. Great prices too!

Excellent staff in craigavon store delivery excellent came a day early

The lady was extremely polite and helpful given she had issue with replacing strap. Offered me vouchers for next purchase also

The Abbey Centre, Newtownabbey. BT37 9UH.
The lady was polite, helpful and efficient.
The transaction went through with minimum of fuss and I left the shop a happy customer.