H.Samuel - Stoke On Trent Reviews 

Gold bracelet, cost £179.00 broke after only a month of infrequent wear. Sent off for inspection and I have been told that - in the manufacturers opinion- there is no fault with the item and I have been told the repair will cost more than the bracelet is worth. How convenient, no repair, no replacement, no refund. This was a Christmas gift and I was so embarrassed at giving such a poor quality item that I have given the money instead. This item was not fit for purpose when it was purchased. A purchase which I seriously regret and will never be shopping at H Samuel ever again.

Have responded to the reply from H Samuel and it was a further waste of my time. They are not willing to refund or repair and the only thing that they said they may offer is a discount on a replacement. I refuse to spend another penny of hard earned money in their shops to buy poor quality jewellery.
I have already wasted £179.00. I cannot express how dissatisfied I am with H Samuel. AVOID!!!!!

A couple of years ago a stone fell out of my engagement ring, I returned it to the store in Hanley where my fiancé brought it from and it was repaired. Less than a week later the stone fell out again so the store replaced the ring like for like.
And all seemed fine until a couple of weeks ago when a stone fell out again exactly the same place as before.

When I looked at the reviews on the HSamuel website it seemed this was a common fault with my ring.

I emailed HSamuel and was told to take my ring into the store again.

Been in today and was offered a repair or replacement.

As this was the 3rd time a stone has fell out and it seemed based upon reviews this was a common fault on my design ring (pressure fit diamonds). I decided to choose another ring.

So although I had issues I am giving 5* as the customer service to resolve problems when they arise is spot on.

Well I went in this store for a birthday present off my partner for my birthday which is today I went in to look for some ear rings .
I asked a member of staff dark brown hair to see what the backing was like on the hoops ear rings she looked me and down and frowned , took me by surprise so I moved on looking for other hoops looked in the casing where she was standing talking to other colleagues the look she gave me , I walked out and I will never return to that store ever again . I shopped somewhere where I wasn't judged on appearance !!!!

Brought some Diamond studs, after approx a week one of the stones came out. So I took them back for a replacement. The assistant in the Hanley branch whom served me was verging on aggressive from the start and was not interested and accused me of standing on them!!! She said there was no way they were faulty and it was always the customers fault due to them damaging them. She stated ear rings were never faulty. I was gob smacked! As it was not true that o had stood on them amd it was awful to be accused of this. Despite being a bit intimidated I persisted and she eventually agreed to speak with the manager and from what I could see of the conversation the manager did not hesitate to say they could be replaced. The assistant came back and fetched another pair but continued to say I had damaged them and in her opinion the item was not faulty depite me only having them for less than a week and it was definitely due to me! She couldn’t seem to let it go as though it was a personal insult to her that I dared to bring them back! I’m an honest person and I definitely did not damage them. Unfortunately the stud in one of the new ear rings has also now come loose! Can’t believe it! Not going to bother going back this time as do not want to go through being accused once again of something I have not done. Just will not purchase from them again. I’ve had diamond studs previously from them and they have lasted years and could not fault them that’s why I chose to return to HSamuels for a new pair. Seems like the quality of the products are now lacking. Shame. At least the manager at the branch seemed reasonable.

Great service and lot of products to choose

my story is one with a happy ending, my fiance bought an engagement ring from the H samuel store in Newcastle. I had some problems with the ring, the stone always fell out, even though I had insurance, I received very bad treatment in that store, so I decided to come to Hanley, where everyone was super nice and the manager Karan managed to make me happy, I chose another ring and I'm super excited! score 10 for the team from hanley

Fantastic customer service - apologies as we didn’t get the ladies name that served us but we think she was pregnant, so helpful when exchanging a watch we had purchased for our Son, definitely returning to this store for our future jewelry purchases

Had my ring for just over a year. Its a cluster with wedding ring. Lost one diamond which was fixed free. Then lost the 2nd one getting charged £94 for repair. The rings are looked after I sit at a desk all day so not getting any friction or anything at work. We are now thinking it's a problem with the ring and how many more are going to be lost. It was not a cheap ring and would expect it to last more than 12 months. The staff in the store are brilliant just not happy about the problems. My hubby has refused to shop there any more. Which is a shame as I usually love shopping there. This has now been sorted, recieved a voucher for the full amount thank you H SAMUEL

Forever Diamond my a**. Diamond fell off my palladium ring after 5 years of wearing it, and I have looked after the ring. Diamond is lost. Upon purchase my husband was told that if he pays £95 its lifetime guarantee if something like this happened. It only covers 2 years. Most expensive thing we bought, money down the drain. The sterling silver rings I bought in the bazaar abroad have lasted a lot longer. AVOID.

I needed some thank you gifts and the store located the additional items required and had them delivered to the store.
I was then contacted, and picked up the items in good time. Excellent customer service.

Polite staff, perfect service, couldn’t have asked for better

Great service. The purchase was a gift and she loves it.

It was my silver wedding anniversary and wanted a new engagement ring Paula a member of staff took the time to show numerous rings and after changing my more than once she helped me with my decision cant thank her enough and I love my new ring ❤

I thought the staff on both visits where really helpful n couldn’t do enough for me . Excellent customer service n really happy with my purchase .would recommend to anyone

Helpful lady in store there was no stock of the ring I want in store however we were offered delivery to home. It can earlier than stated with text messages at each stage of the delivery, despatched date time of delivery etc.

Trina was exceptionally helpful, polite and knowledgeable. She definitely went the extra mile.

Always excellent service at H. Samuel, my first place when looking for an affordable but quality gift.

Great customer service and selection of jewellery at reasonable prices. Quick delivery of item arriving in store. Very happy!

Very polite and very helpful the shop was nice and clean and well processed