H.Samuel - Derby Reviews 41

Claire in the Derby store is an absolute credit to the company. We visited the Derby Store after a poor experience at a different branch, and Claire could not have been more helpful!

We came in regarding faulty Perfect Fit set that had lost some stones for the 6th time in 3 years, despite numerous months spent being repaired and replaced time and time again. From the moment Claire greeted us, we felt she really understood the frustration and upset that we were feeling and she helped to guide us through all of our options, without putting any pressure on to make any decisions immediately.

I took some deliberation but eventually we found a gorgeous alternative wedding and engagement ring between us, to which Claire generously swapped over for us with no trouble whatsoever. These were delivered next day, boxed beautifully and I could not be happier with service we received.

Entered the store asking about what was the strongest chain type for me to put a pendant on and the retail assistant didn’t have a clue and was going based on the look of a chain “that looks like it’s strong”. Felt discouraged to pursue purchase and left the shop to do my own research. Was hoping to have advice from someone you’d expect to be trained.

Andy the Manger was great no problem exchanging my necklace
Fantastic service from Libby
Thank you once again

I have to say the policy you have on not amending orders once sent through really does cause a headache for people making genuine errors. I ordered a watch and paid through PayPal and although I had changed my address for some reason PayPal pinged the address to my old address, problem is when you pay on PayPal you then don’t get an opportunity to confirm anything when it bounces back to the h Samuel website so the order is confirmed before I had the chance to realise the error, aware that the address thing is PayPal fault. However to then be rigid with no alterations after an order has been made, is ridiculous! Can’t cancel my order can’t change my address, what am I left with a courier company that also won’t stop the delivery or don’t respond. H Samuel’s telling me constantly to speak to the couriers and not helping at all, to then tell me that I’m sure the delivery will fail and it will bounce back and I’ll be refunded, well guess what, it didn’t someone took the parcel and I don’t know who, as dx just tell me the name of the person who took it not the address or anything, so I’m out of pocket with still no watch. Live chat is a joke, Facebook messages ignored, I think if someone makes a mistake you should he able to at least cancel the order, it’s caused me so much stress and still haven’t resolved it. Maybe look at a courier company with flexibility, I was willing to collect from depot with id and told no! My last order with h Samuel!

I order a ring for my son for Xmas was delivered Royal Mail put behind my bin I was not aware of this rang h Samuel’s up to see were my order was to be told I have to wait 30days it was not recorded or anything now my son not have his gift not happy at all

Having visited the shop in the Derbion centre (Derby) I purchased two gold chains and pendant displayed at £49:99. Having got to the till the price came up as £219:99. This I refused to pay and left the shop. Having emailed the company about the and misleading pricing. I was emailed back and was offered a £20 E card gift voucher. Which does not alter the fact I had two excited granddaughters expecting these as a birthday gift. Most companies would honour their misleading prices

We would like to give a great big thank you to the wonderful staff at Samuels in Derby.
Following our burglary they have been wonderful, patient and very helpful.
Nothing was too much trouble.
So a great big thankyou to Andy ,Laura ,Hayley ,Casey and the rest of the Team.
What would we have done without you .
We were dealing with them over a period of time 18 months
love C & T xx

On December 23rd 2022, my now finance bought an engagement ring worth £1500 from the Derby Store. He proposed on Christmas Day.
On 25th February 2023 I went out for a meal with a friend and found the stone had come out of the 4 claws. Luckily, I found the stone on the floor. I do not work in a manual job, and the Burton H Samuel
Store confirmed the claws had not been caught when I took it in for advice. Therefore, after much negotiation with the Burton H Samuel store, they agreed to order me the exact same ring, much to my disappointment as it was not the original ring. Burton is my nearest store, but their management was poor and I felt unheard, having to fight my case that this was not just ‘bad luck’ or from damage to the ring.
On 12th March, I collected my new ring, the same design as the original.
On 31st March, I went for a meal with some friends after work, I clapped my hands when laughing and the stone of this new ring completely came lose and flew across the table. Once again, when I took the ring back into the Burton H Samuel store, they agreed the claws had not been caught and agreed to saulder the stone back in. Once the ring was back in, I went and collected it- being told by the manager of the Burton store I would have no more problems now.
On 5th May 2023, I was at work in my classroom and noticed the diamond, which for the 3rd time, had fallen out of the 4 claws, despite being sauldered. I went into the Derby Derbion store, where the original ring had been purchased from, feeling extremely deflated. They said the stone should have never been sauldered and there was clearly a fault in design. They allowed me to choose a new design of ring, of the same value, which I did. I went away thinking that I would have no further problems with the new design, and I had just been unlucky with the first ring.
On 14th October 2023, I was sat on the sofa at home when I noticed a small stone from my new ring was missing. I could not believe this had happened again. Due to the size of the diamond, I never found it. I went back to the Derby store and they ordered a new ring, once again in the new style.
Today, the 3rd February 2024, I have noticed the same stone has come out of the new ring- I do not sleep, shower or exercise in the ring. The ring is insured but I cannot bring myself to have another ring from your company. In the last 14 months, I have had 4 rings and lost diamonds out of everyone of these. This has to be a quality issue and I feel it needs investigation.

We have had the worst experience with Hsamuel engagement rings!
I originally brought a ring for £750 on sale from £1500 with a decent sized diamond in the middle , the diamond fell out after less than a months use, this sometimes happens and they replaced it free of charge which was good, we decided to get it insured this time. We then got a replacement and once again less than 2 months later the diamond fell out.
As this has happened twice we decided on a different ring as the design just wasn’t fit for purpose, upon getting the new ring 2 months later the same happened again and the new ring lost a little diamond, we once again got it replaced now on our 5th ring!!! And what has happened today we’ve noticed yet another diamond has fallen out of the ring, my fiance doesn’t wear the ring when sleeping or exercising!! That’s 5 rings that have broken now!! Seems like none of them are fit for purpose! We’re now going to go back and ask for a full refund as once or twice you could expect but 5 times is ridiculous!!!

I want to share another exemplary shopping experience I had, this time at H Samuel in Derbion Centre, Derby.

This is the first time I've visited this store,and I look forward to visiting again, due to how friendly, helpful, and knowledgeable Andy and Kajol were.

Again, the watched I purchased at this store was resized for me expertly by Andy. After trying on the watch, I suggested three links needed removing, Andy looked at it and thought two would suffice.

When Andy came back with the watch after removing the two links, I know why he's been working for H Samuel for so long (we discussed Andy's many years of service as I tried on the watch) - the watch fitted my wrist perfectly.

Andy has a lovely personality, putting me at ease, especially seeing as I rarely shop in stores due to anxiety.

I can't thank Andy and Kajol enough for making me feel so welcome in the store, for their help and knowledge, and for being so patient with me.

I had saved for over a year & bought my now fiancés engagement ring from H samuels back in summer 2022 and proposed at Christmas time 2022.
The ring was unfortunately 2.5 sizes too big and needed resizing.
When we visited our local branch, we were shocked to find out that the ring is not able to be resized due to its thin band and pave design which would make the diamonds unstable.
My fiancé is now left with an engagement ring that is too big for her and therefore unwearable which is incredibly upsetting for both of us.
We were told that the ring couldn’t be returned because the 30 day policy had expired (which I think is awful/wrong to include engagement rings in that policy as people have set plans to propose which may not be within 30 days of purchase) and they wouldn’t swap the ring for another size despite having the receipt, original box and packaging. We were offered no other option.
At no point was I warned about the potential resizing issues otherwise I never would have purchased the ring. I was also not congratulated once during my experience of buying the engagement ring which I found very disappointing as this was a big event for me.
I am incredibly upset about the whole thing and it has sadly put a dampener on our engagement . I have warned friends and family against buying jewellery from H Samuel due to the poor customer service.
It has certainly questioned whether I will be shopping from H Samuels again.

The service I got from the lady who served us was amazing,she explained everything to me and my little son,she is a great staff member

No complaints very good device will come again

Recently went to purchase new rings for my Wife, excellent service and advice from the staff at Derby.

Lovely watch great value for money.Excellent staff very helpful

Great Customer service

Due to COVID rules still couldn’t look round, but the staff were helpful and did get items out for us to try on.

Excellent service.
I was looking for earings to replace a favourite pair where one had been lost.
Your assistant was very helpful. You didnt have any the same but she identified & showed me all similar stock, and was very patient even rhough I took quite a long time to make my choice.
Thank you for your help. I am happy with my choice.

Excellent....
Got a mudmaster gg b100 in the sale...very happy...thanks