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My experience with that branch was so horrible. My fiance bought a white gold bracelet from that branch on the Friday just before the Valentine's Day. He gave to me on Sunday evening as a gift. I opened the box but didn't take it out. I told my fiance to refund it as we were trying to save money for our wedding. I dun really mind having a Valentine without gift. He agreed.
As both of us were working during the whole week, we went to the branch on Manchester Market Street to get it refund this morning. It's only been a week since he purchased it and I've never worn it or even taken it out of the box. However, after 20 mins wait for the sales manager called RICK, he refused to refunding because the bracelet has been scathed due to wearing according to his personal assessment.
Both me and my fiance were absolutely shocked as RICK was being so arrogant and unreasonable. He wouldn't even listen to what we were saying. He acted just like a teacher who just found out a student cheating.
The ironic part is that we went to another branch in Arndale in Manchester after. We get the bracelet refunded!
I purchased a £800 diamond ring the diamonds fell out after a couple of months . No return or exchange as they said it was due to accidental damage please note bad quality and design of ring . I was on maternity leave and only wore it around the home.
My parents are both in their 80s and this year (in March), are due to their letter from the Queen marking 60 years of marriage.
In September H.Samuel the Jeweller (I believe a closely related business partner to the notorious and now defunct Ratners) advertised a “Classic Silver Amethyst and Pearl Necklace” in a “flyer” clearly targeted for the Christmas market. In the advert the necklace was presented beautifully and my mother immediately fell in love with it. She remarked on the necklace to my father. My father went off to the St Helens branch of H.Samuel to buy the necklace as a surprise Christmas gift “whilst stocks last”. He paid in excess of £50-00 for the necklace and was pressured into paying an additional £15-00 for insurance cover. Maybe not a huge sale for H.Samuel but nevertheless a great deal of money to a pensioner.
Christmas day came and my mother opened her present. Bearing in mind the picture in the advertisement presented a long necklace with loops of chain (no length mentioned in the advert) the actual necklace was so short that it would not even fit my 6 year old’s neck.
We telephoned the shop explaining the situation. The response was that my father had bought the necklace too early for Christmas and they were not prepared to do anything in respect to the complaint. It was explained that my mother did not want a refund, merely a replacement exchange with a piece of jewellery that was actually usable. My mother called into the shop to explain the situation. The counter staff appreciated that the necklace was useless. One of the staff tried to wear the necklace but it would not go round her neck. The counter staff requested the help of the shop manager. My mother again explained that she didn’t want money back, just a usable item of jewellery in exchange. The shop manager explained again that my father had made the purchase too early for Christmas and insinuated that my mother had been wearing the necklace and had now got fed up with it. My mother commented as an aside that the additional insurance had been unnecessary because cover was already provided on her household policy. The manager said “tough, it was my father’s fault for not checking his policy before buying the necklace”. Interestingly the manager invited my mother to inspect any of the jewellery on sale in the shop and compare it with that in the catalogue. She stated that the jewellery in H.Samuel adverts never looked like the real thing because the adverts presented the jewellery in a manner to facilitate a sale. The manager actually said she could take her round all the jewellery for sale in the shop and none of it looked like the pictures in the adverts. The obvious implication being that H.Samuel jewellery is not of a saleable quality if honestly presented. My mother questioned the honesty in misrepresentation to which the manager said she was not prepared to discuss the matter any further and flounced back into her office.
My mother, out of frustration and anger at both attitude and the insinuation, left the necklace and insurance policy on the H.Samuel counter explaining to the sales assistants that, “as it was not fit for purpose, they may as well keep it”. Now H.Samuel is in possession of money, necklace and insurance policy.
H.Samuel, StHelens have made it very clear they are not prepared to help or compromise. Their attitude has been appalling. I think it is an absolute disgrace to treat customers, particularly elderly customers who are obviously seen as an easy target, in such a dismissive and insulting manner.
About three months ago I got for my birthday a watch bought at H Samuel. The watch was just lovely. To my disappointement they stopped working after only two months. Obviously I have had the battery checked first and it wasnt the cause. Therefore I went to the shop wanting to have it fixed or exchanged. First of all I got to speak to a very ignorant and unexperienced staff. When I explained to her what is wrong all she asked me was: "So what do you want us to do?" Even thought I had an insurance all they could do is to send it back to Acurist and wait for them to fix it. The time for me to have my watch back was estimate to more then a month and half! When I complain why is it gonna take so long the only answer she could give me was - that I am still lucky that some people wait even more. So after all spending so much money for a watch I am gonna end up more then one month with nothing - even with an insurance for £13 ... I really was surprised about this as my previous experience with H Samuel wasnt so bad. All I can do now is to wait and hope that at least they will fix the watch and that they will work more then two months.... Dont think will ever shop with them again and definetely not with insurance - its really not worth it. They will always find an excuse that the insurance doesnt cover the fault!!
I bought a gold bracelet for £105 from the St Helens store. After 12 days (that's DAYS) it literally fell apart even though I had worn it only 3 times. In my naivety, I expected an offer of exchange although I had already decided the product was inherently faulty due to it being so thin. However, I got no such offer. All H Samuel did was have it sent away to the "quality" control people who said it was caused by accidental damage ie. by me. I said it had possibly snagged on the lining of my suit jacket but they said they would stick to the quality control report ie. it's my fault. I said it was of insufficient durability or quality to withstand minimal wear and tear but they wouldn't move. Trading Standards have told me to get an independant report from a reputable jeweller to prove it was too thin and flimsy but I'm not holding out much hope. Customer services is a joke and the firm are NOT interested in keeping your custom. I would advise anyone thinking of buying from H Samuel NOT to, even something of a medium price tag is rubbish.
Anyone with any advice on what to do next?? Or shall I just sell it to one of these "buy-your-old-gold" firms?
having been assured by a member of staff that if the watch irritated my wifes skin,which has happened in the past and we told them this,we had 30 days to bring it back.she wore it for 3 hours and her skin went red and itchy.7 days later we returned to the shop.we were told no refund you have worn it.this is the total opposite to what we were told on the day of purchace.complaining to customer services has after two weeks resulted in not one returned call,and rude attitude from their staff.ratners by another name?be warned,do they deserve your hard earned cash?
Avoid shopping at H Samuel. Inspite of their High Street presence they offer appalling value, poor service, and almost non existent back up by Customer Service. They overcharge for almost every line of goods and routinely give wrong information and advice. Their staff are virtually untrained other than for operating the till. Be particulary aware of overcharging for servicing, batteries and replacement parts, not to mention labour. Go elsewhere you will do far better and be much better looked after
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Visitors to the site are reminded that the details contained within user comments are uncorroborated and as such should not be read as fact but as the opinion of the person who left the comment.
Comments:
As both of us were working during the whole week, we went to the branch on Manchester Market Street to get it refund this morning. It's only been a week since he purchased it and I've never worn it or even taken it out of the box. However, after 20 mins wait for the sales manager called RICK, he refused to refunding because the bracelet has been scathed due to wearing according to his personal assessment.
Both me and my fiance were absolutely shocked as RICK was being so arrogant and unreasonable. He wouldn't even listen to what we were saying. He acted just like a teacher who just found out a student cheating.
The ironic part is that we went to another branch in Arndale in Manchester after. We get the bracelet refunded!
My parents are both in their 80s and this year (in March), are due to their letter from the Queen marking 60 years of marriage.
In September H.Samuel the Jeweller (I believe a closely related business partner to the notorious and now defunct Ratners) advertised a “Classic Silver Amethyst and Pearl Necklace” in a “flyer” clearly targeted for the Christmas market. In the advert the necklace was presented beautifully and my mother immediately fell in love with it. She remarked on the necklace to my father. My father went off to the St Helens branch of H.Samuel to buy the necklace as a surprise Christmas gift “whilst stocks last”. He paid in excess of £50-00 for the necklace and was pressured into paying an additional £15-00 for insurance cover. Maybe not a huge sale for H.Samuel but nevertheless a great deal of money to a pensioner.
Christmas day came and my mother opened her present. Bearing in mind the picture in the advertisement presented a long necklace with loops of chain (no length mentioned in the advert) the actual necklace was so short that it would not even fit my 6 year old’s neck.
We telephoned the shop explaining the situation. The response was that my father had bought the necklace too early for Christmas and they were not prepared to do anything in respect to the complaint. It was explained that my mother did not want a refund, merely a replacement exchange with a piece of jewellery that was actually usable. My mother called into the shop to explain the situation. The counter staff appreciated that the necklace was useless. One of the staff tried to wear the necklace but it would not go round her neck. The counter staff requested the help of the shop manager. My mother again explained that she didn’t want money back, just a usable item of jewellery in exchange. The shop manager explained again that my father had made the purchase too early for Christmas and insinuated that my mother had been wearing the necklace and had now got fed up with it. My mother commented as an aside that the additional insurance had been unnecessary because cover was already provided on her household policy. The manager said “tough, it was my father’s fault for not checking his policy before buying the necklace”. Interestingly the manager invited my mother to inspect any of the jewellery on sale in the shop and compare it with that in the catalogue. She stated that the jewellery in H.Samuel adverts never looked like the real thing because the adverts presented the jewellery in a manner to facilitate a sale. The manager actually said she could take her round all the jewellery for sale in the shop and none of it looked like the pictures in the adverts. The obvious implication being that H.Samuel jewellery is not of a saleable quality if honestly presented. My mother questioned the honesty in misrepresentation to which the manager said she was not prepared to discuss the matter any further and flounced back into her office.
My mother, out of frustration and anger at both attitude and the insinuation, left the necklace and insurance policy on the H.Samuel counter explaining to the sales assistants that, “as it was not fit for purpose, they may as well keep it”. Now H.Samuel is in possession of money, necklace and insurance policy.
H.Samuel, StHelens have made it very clear they are not prepared to help or compromise. Their attitude has been appalling. I think it is an absolute disgrace to treat customers, particularly elderly customers who are obviously seen as an easy target, in such a dismissive and insulting manner.
Anyone with any advice on what to do next?? Or shall I just sell it to one of these "buy-your-old-gold" firms?
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