H.Samuel - London 250 Reviews 

I really wish I had read the reviews before buying these. I bought two “permanent” bracelets from H.Samuel, one for me and one for my daughter, at £80 each, plus insurance for both.

My bracelet fell off after just 2 days. I was told I had to use my insurance to get it refitted and that the insurance could only be used once. A few days later, it broke again. My daughter’s bracelet then fell off after only 3 weeks.

For something sold as permanent, this is completely unacceptable. It feels like poor fitting or poor quality rather than wear and tear.£160 wasted, and I wouldn’t recommend this product at all.

I bought a ring 6 months ago and my partner tried ones and it was loose but I didn’t bring back straight and then yesterday I tried to replace it but the manager said not possible anymore. I understand the policy and agree very clear but my problem is it was not even check the ring quality just straight away refused.. we talk about less than £100 worth so not a big carat diamond.. your guarantee policy is for 12 month you should consider the replacement as well within this time.. like I said I understand the policy I’ll take it as you take my 1 star as well.. now I’m going to buy a ring somewhere else where are customer focused and not only business minded.. I don’t blame the staff they are really nice and helpful but I don’t wanna comment about the management:)

Update! So I called the CS as they asked in the reply comments and then the lady explained to me the same what I got in the store.. I just don’t understand what they meant in their comment to bring balance lol you’re such a fake people seriously I just laugh at you

Disappointing experience with H samuel! I ordered a watch as a surprise gift for my parents in India, but the seller informed me 2 days before delivery that it was out of stock. Despite paying for the order, I'm returning to India empty-handed, and the surprise gift I was planning is now ruined. The lack of communication and transparency about stock availability is frustrating. Hopefully, they'll improve their inventory management and customer service in the future.
Please if you can't handle the orders then make watches not available.

I purchased a permanent bracelet and it has just broken for the 3rd time - I have had the bracelet less than 2months (each time its while I have been completing mundane tasks like making a bed). Im exceptionally disappointed. I would give 0 stars for the bracelet- 1 star for the staff who have been apologetic each time, though when I suggested the 2nd time it broke, perhaps it's a fault with the actual bracelet (it breaks at the same weld point each time) they said it might be, let's see if it happens again! Thankfully each time it's broken I've at least found it! Definitely do not recommend.

Poor customer service advice for returning a defective pocket watch purchased June 13th, 2024. CSR couldn’t understand we were on holiday in London, when we returned to Canada, discovered the article was not working properly. After countless emails asking how do I return merchandise for a refund under the 30 day policy, there appears the policy does not accommodate a Canadian tourist buying product. The CSRepresentative kept insisting I send the article back by Royal post or present myself to the Oxford store for a refund. We cannot refund unless you come the store. Frustrated as the customer service rep that didn’t read the core of my email, that I live in Canada. I am now approaching the 30 grace period for getting a full refund for a defective pocket watch purchased.

We came looking for gold wedding bands and had a terrible experience. The assistant was very young and not trained - they knew nothing about wedding rings or how to size or what the different styles were. A really bad experience so we went elsewhere

I ordered an eternity ring from the shop floor which I was promised for collection two days after. 5 days passed no contact at all, only find out when I called customer service that the order been cancelled without making aware. I ask the rude lady if she can help to order another one. She sad nothing she can do about it, I can do an online order. I made another order and this time I received an email saying my order has been cancelled. Two orders in a row and now the company taken over £1500 from my account which I won’t get it back for the next 7 days. Why accept the orders in the first place if you can’t deliver the product? It’s out of order, I will never go back and recommend the service.

Unreliable! Few attempts for order and delivery- all failed. The customer service is useless. Ordered a birthday present but ended up showing up without a present!

The advertising is fake and show photoshopped picture not real ones.
The 9ct 2 diamonds rows inside ring is empty not fill with gold !!!!!!
Totally fake pic !
And some stuff are not very polite/mannered (Diana - Oxford Street)

Very good customer service by Marion in Brent Cross Shopping Centre. She spent alot of time advising what suits me and my sister best. I am satisfied with my purchase and with Marions service. I will definitely be back to this store.

My boyfriend bought an engagement ring and they supposed to send it in 5 working days, We waited 10 days and call the store number never pick up the phone. Finally on day 10 after the purchase they picked the phone and send it to our home, They never mentioned or written in the email He received the resized we need to pay, If something too important need to be written in the receive or email but nothing.

When we went to the store the resized they don't pay attention and when finally someone spoke to us... How can I help? stay with us 30 seconds because the shift is ended and left us with another lady who was not training properly not answer our questions and after another 10 days they don't resized free when in the purchased mentioned, the lady on the phone said they call us one and that it's no email to follow, What kind of customer services is that, Failed no one but 3 times, I just want my money back and that's it.

Never buy anything there

I purchased a 7-stone diamond eternity ring 18 months ago, and one of the stones has fallen out. I took it back to Brent Cross, and was told they only guarantee it for 12 months. They quoted over £400 to replace the tiny diamond. I said I didn't feel a stone should fall out that quickly, and asked for it to be repaired free of charge. I also contacted customer services to complain, and they said they would look into it. They kept the ring for 4 weeks, then sent me a text to collect it. They gave it back to me still missing a stone. I will never buy from them again, and would strongly advise anyone thinking of purchasing from them to rethink.

I bought a pair of gold Star earrings which had 30% off in the Black Friday event I know they were only cheap but they bent at the edges so easily absolute rubbish so always pay more.
Customer services did not help very sad.

Sue the store manager, Roxy and Jasleen...thanks for your excellent customer services. U have been patient, attentive and helpful throughout our visit.

From Richard and friend

I go 19:10 to buy Seiko Astron GPS Solar 'Jet Black' Watch… they close the store 19:45 … was impossible have help from employ 5 employ seat on chair and talk no customer service … no one employ ask if I need help …. Than one other guy was clean the store with the hoover …. The guy was on the floor cleaning with hoover for 20 min the other people was chatting 🤷🏻‍♂️no sens come to buy on this store 2000£ of watch…. No experience at all total unprofessional I’ll buy different watch on the store in front tomorrow morning

Very Rude and horrible customer service, never going back again!

Easy to shop and amazing watch , lovely teams.
MP

I spoke to staff earlier in store before I ordered online and they were very friendly and helpful.

I had my ear pierced today, in the Oxford circus branch. I was greeted by a very pleasant assistant, Charlotte, who performed the piercings. She was accurate, efficient and TOTALLY professional. I will definitely go back there!!