H.Samuel - Peterborough Omdömen 

Went to Serpentine Green branch needing ring to be resized.Yazmin Dalby was absolutely thorough inspecting the ring and was in contact throughout the process and advising on other works we required doing.Nice to deal with someone who knows there stuff.

A warm welcome by Store Manager, Yasmin Dalby and staff. Polite, friendly and efficient service by Alex made my visit worthwhile.

Took my engagement ring into H Samuels, staff as always were lovely.

I decided to treat myself and have my engagement ring reset as it was an old style setting and I felt I needed a change.

I was advised it would take 6 weeks of my being parted from my ring (my fiancé is dead so being parted from my ring increases the void caused by his death), so I spent a while deciding if I could cope being parted from my ring that long, but my daughter and I decided it was only 6 weeks and I was still wearing my eternity ring, so I should be able to cope.

Today I received a mumbled message from Samuels stating they’d let me know when it arrives, so I phoned the branch - no answer.

I went online and couldn’t track my order as I had no account, so I set up an account. Again I couldn’t track my order so I used the AI on the website- which didn’t understand the “track” button or my request to track my order. So I asked for a Virtual Assistant.

I was advised that my ring would take another 20 weeks past the agreed 6 weeks to complete - the VA didn’t know why and said I should call the store (who didn’t answer the phone).

What reason is there that a setting change could go from taking 6 weeks to 26 weeks?

They have my diamond, they have the settings, what could be the reason?

Have they lost my diamond or were they dishonest stating the process would only take 6 weeks?

I’m obviously very distressed about this as I wouldn’t have agreed to having the setting changed if I knew it was longer than 6 weeks. Eight weeks total would have been extra 2 weeks of agony, but another 20 weeks on top of the 6?!

Still waiting for a breakdown of the unacceptable change in timeframe.

With unimportant items it wouldn’t matter, but my engagement ring? Definitely not acceptable.

I was going to have my eternity ring upgraded with Samuels on the return of my engagement ring, but I’ll go elsewhere as I prefer honesty over them meeting sales targets. . .

Manager at Samuels @ Serpentine Green said ring would be back on the 13th March.

Ring received back on 13th and it felt very unfamiliar - to top looks flatter (it had lots of cuts in it making it rounder on top), the flaw can’t be seen and it isn’t as vibrant/ sparkly as usual. There’s a lot less colour and it’s quite dull. I thought it was a fake diamond quite honestly it’s that poor.

I took it to a jewellers in town who could give a valuation for insurance, no longer a 101 point diamond, only an 84 point diamond, so my diamond has been swapped for a smaller, poor quality diamond.

Spoke to the manager & Samuels, Serpentune Green who insisted the jewellers were wrong, that it was my diamond and that she could see the flaw in it.

Took the ring to a jewellers in Stamford who say the diamond is not 101 points but is 89 points with many flaws in it but none are visible without the x20 magnifier they were using - so not visible to the naked eye like my diamond was.

Ring sent to London to be separated from the main body so the diamond points can be measured.

Crime Report Number for the theft of a 101 point solitaire diamond. SP-32091-25-3535-IR01

Someone at H Samuels has stolen my diamond and replaced it with a dull diamond significantly smaller.

Report came back from London, the replacement diamond weighs 0.8 carat.

I have been asked to prove I purchased this ring and provide my receipt from 2003?! So the victim of a theft must prove they are not a thief (how else would I get the ring), who they are plus the diamond size for H Samuels to “Sort it” - that was the emailed reply that I received, that I should take these proofs in to the shop and the manager at Samuels would “sort it”.

5 documents taken into H Samuels in Serpentine Green to be photocopied today 8th June. Photocopied by the shop assistant as the manager wasn’t there. Nothing can be ”sorted” yet until the manager is back in the shop.

Phoned 9th June, manager not in until the 11th June and the assistant manager said none of them have heard anything from head office stating that they are replacing the diamond, so he needed the email address and name of the person from Samuels to contact them to verify this. Allegedly the manager will phone me on the 11th to “sort it” as per my email.

Very nice bracelet this whati looking for

Amanda was amazing. She helped me with all my queries and was so knowledgable.

We visited Hampton today to browse at some mens watches and was served by the lovely helpful friendly lady Liz. We left very happily with a fabulous Bulova and extremely happy fabulous service as always. Thank you Liz great staff member for H Samuel.

Went into store today and was served by Amanda, she went above and beyond to locate me an item not available in so many other stores. She worked magic! Thanks so much Amanda. If I could give you 10 stars I would.

A necklace of sentimental value had broken. On the off chance took it to H Samuel where it was repaired without charge in a matter of minutes. Thank you Liz - you were great. That's what I call Service with a Smile

Visited the store at Serpentine Green, Peterborough today and was served by a really lovely lady called Liz. She was really helpful and informative. Great service thank you

Holly! Dealt with my repair for a ring (not purchased at H Samuel) very efficiently. Gave me lots of information on my full diamond ring and how the repair would be dealt with. Asked for extra checks to be made on the ring and this was no problem. Wish I'd purchased my ring from H Samuel as with her knowledge would have bought a different style that would not have needed constant repairs.

I sadly had to have a ring cut from my finger today and visited this store where I received excellent service. The store was well staffed and the staff member who assisted me was charming, polite and knowledgeable.
I will certainly return to the store to get my signet ring resized/mended in due course.
Thank you! 👍

I really like this company.
I've bought from them several times over the years and always felt like a valued customer and my purchase of a Seiko watch today was no exception.
The staff here really do have a great attitude and a lot of retail outlets could do with sending their sales staff here to learn the basic principles of customer service.

The female assistant was pleasant and helpful with our purchase.

Needed links taking out of my Casio Edifice watch which I was charged £20 for!!!
Although I think it should have cost half of that amount the staff were brilliant and the speed of service and the care of my watch was exemplary.
I must add that if you buy the watch from H Samuels this service is free but unfortunately I hadn’t.
In summary, although they are expensive I would take great trust in any work they do.

Good choise of goods, very helpful staff.

Excellent in store service. Very helpful staff. I can recommend this store !

I was little upset that my ring couldn't be fixed but thanks to taking out the cover it meant I was able to pick out a beautiful new ring as well as a few additional bits thanks to the big sale so I'm very happy. The staff were also patient while I took my time choosing

Great staff, very helpful. Thank you