H.Samuel - Dorset Reviews 27

My son was sold earrings jn Bournemouth for a piercing. He was told the piercer was off and we could go to Poole. We went to Poole and we're told the earrings sold to us in Bournemouth were wrong. We had to buy new ones. We had used our discount code in Bournemouth. He had to fork out again and now has an unused pair that are useless to him.

Excellent service

Poole Dolphin store
Dealt with the lovely Sophie who was very professional and polite from start to finish.
I had problem with a piece of jewellery under my premier care Cover which was not an easy fix but we've got there in the end and a full exchange of something else has been given.
I'm glad I received very good aftercare
With the Poole store and Sophie.

Lucky to still have a long standing jewellery store still in town. Staff very helpful, nothing is too much trouble. Good knowledge of individual items.
Great customer service...
Well Done !

Lauren is very helpful member of staff, she has amazing customer service.

Because of work I was unable to get in store to pay so paying online has helped me so much, I like to help the store by coming in normally. Thankyou for making my purchase so easy

The manager and staff member Theo were very professional and demonstrated excellent customer service. They could not have been more helpful. First class!!

Sent my partners engagement ring in for repair for the second time within 12months. Was told that this time we would have to pay for it and I agreed under the condition it was fixed with the black coating. Today we went in to collect but it turned out instead of the black plating it was coated with a different metal. The staff member, Theo, was useless. All she could keep saying was but that’s what they’ve done. Have to go back tomorrow to speak to the manager but this already feels like a job for small claims court.

Avoid H Samuels at all cost.

My husband and I had 2 very good shopping experience in your Poole store on 21st & 24 th February , Theo was very helpful and knowledgable about pieces of jewellery we were interested in and we ended up purchasing 2 items .
Would definitely recommend her customer service especiallly when so many people purchase on line. Nothing like the real thing
Julie

I am hoping that this will get a response from H Samuel.

I purchased an eternity ring at the end of April this year and was told that a 9k white gold ring wouldn't cause any damage to an 18k engagement ring. Well, it has. About £100 worth of damage - by wearing away the metal. The Poole store refused to help when I wanted a full refund and to return the ring as it was mis-sold to me - they even admitted to me that I was told the wrong information but refused to help - it was not fit for purpose as I couldn't wear it as intended with my engagement ring as it was causing damage.
On top of this, at the end of July, a stone fell out - within 3 months of ownership - and barely any wear as I could see it was damaging my other ring.
I took the ring to the Poole store and was told that the repair would take approximately 3 weeks.
I contacted the store on 30 August as I hadn't had any updates and it was then 6 weeks since I left the ring with them.
They said that they were awaiting the return of the ring.
However, when I now check the updates (still no update from the store) it says that an approximate due date is 21 October 2022. This is some 3 months since I dropped the ring off.
Under the Consumer Rights Act 2015 I am entitled to a refund if "the repair or replacement will take an unreasonably long amount of time"
Three months certainly is an unreasonably long amount of time to wait for a repair on a ring that should have been completed in 3 weeks and I have already requested a return and refund for when it was mis-sold to me.
I do not want to deal with the Poole store as I found the manager there to be unhelpful and hasn't provided any updates to me.
The ring is of unsatisfactory quality, not fit for its intended purpose and the repair is taking an unreasonably long amount of time.
I have emailed customer services twice - once on 7 September and once on 22 September and both emails were deleted without being read (according to the outlook report received. I have also reached out on twitter but unsurprisingly, no response has been given. I have now contacted H Samuel via Resolver.
I want my money back for a mis-sold ring which is not fit for purpose, not of satisfactory quality and is taking an unreasonable amount of time to repair.

Myself and my mother visited H.Samuel in Poole Dolphin Centre on Monday 27th December 2021 to return an unwanted Christmas present (a watch), we approached a sales lady and explained that we would like to return an item, the sales lady looked as though we had said something horrific. We continued to show her the item (which was in perfect condition as it hadn't been removed from their packaging) and presented her with the receipt; she did not argue about the return however, her mannerism was atrocious. She spoke to my mother in such a disgusting tone and started to ask questions like "What's wrong with it? Why don't you want it?" etc. I was completely taken back by this woman’s rudeness as we have always had such pleasant experiences when visiting the H.Samuels in Salisbury whether we were buying or returning an item. Once the woman had taken details, she requested my mother put her card into the machine for the refund however, it came up with an error (my mother had literally just used the card to make a purchase a few shops down without issue) at this point a young salesman (unkempt looking with a ginger beard who I have since learnt is the manager) shouted across the shop floor in front of all the other customers “your card must be blocked you need to contact your bank”, my mother clearly was incredibly embarrassed by this unbelievable outburst, bear in mind this was for a refund not a purchase, this young man also gave my mother the most disgusting look. I requested that they attempt the refund again which they did and this time it went through without issue. My mother was the manageress of a shoe shop for 20 years, when we left H.Samuel she expressed to me that in all her time in that position she had never once spoken to a customer in the manner that we were by H.Samuel’s staff. I am also an educated man, I have been a lecturer for many years, the reason I am stating this is so that you (the reader) understand there was no reason to assume that we are people of a fraudulent nature however, that is the way this man made us feel in front of all the other customers. We have since spoken to friends and family; many of whom have informed us of similar stories regarding these staff members in the H.Samuel’s in Poole, as I previously stated we have always had great experiences with the staff members in the H.Samuel’s in Salisbury who are incredibly helpful and friendly.

Amazing discounts, good quality products, easy to use website and to shop online, helpful staff

Very Helpful staff - just purchased a new watch strap, but they went out of their way to be helpful and very friendly

I got what I wanted. Store seemed to be a bit messy but the staff were very helpful and friendly.

The staff were really helpful and really kind.

We found the manager Chris? most helpful and knowledgeable both on the day of purchase and on returning to collect our order. All in all a pleasant shopping experience.

We were assisted by a pleasant salesperson who showed us a range of rings, of the right price range and type. The ring was available earlier than expected.

Amazing store staff friendly clean stocked tidy welcoming everybody was fantastic airhead great sales on fine jewellery