My partner and I selected my engagement ring in Goldsmiths about 9 months ago and were pleased with the service we received so when it came to buying wedding rings there really was only one option - Goldsmiths.
We didn't really know what we wanted so it was a case of trying everything on until we found ones we both liked, I had the extra trouble of trying to find one which looked as beautiful as my canadian ice diamond engagement ring. The lady who served us offered us drinks and took her time explaining the rings to us and genuinely helped me decide which ring would sit best with my engagement ring and I appreciated her input because I'm not much of a ring person so it really helped. She obviously knew what she was talking about and her expertise showed!
We had to wait until after payday to get my partners ring but we paid a small deposit so its sitting awaiting pick up in a couple of days.
While trying on rings the lovely lady at the counter asked if I would like my engagement ring buffed up, and off it went and came back as sparkly as it did the day I got it 9 months ago.
We paid for both rings partly with tesco clubcard token/vouchers and we were treated with the same care and respect as any other customer would which we really appreciated.
With all of our rings we get a free "service" (re- plating) within the first 2 years. So the engagement ring is going to have to leave my finger for a few days before the wedding, I'm trust goldsmiths to take fantastic care of it.
===A sigh of relief===
Christmas 2012 was the day I popped the question to my partner Allan. Since then I've done nothing but write about it, so I apologise for boring you all to tears. Eventually I'll run out of things connected to it that I feel the need to review and you can all go on your merry way never having to hear another thing till I start reviewing wedding related stuff in a few years time. As it stands, however, I have not run out of things to review just yet. Since we had so much hassle with the jewellers we originally intended to go with for our engagement rings (see my Samuels review for full details, now with an update!) we ended up having to go elsewhere. Huzzah!
Dundee has a fairly limited ranger of jewellers and certainly a limited range of jewellers who don't look like they'd sell you a bedazzled chain with MUM in large diamonté letters to wear on your teeth. In fact I can think of only two that look even vaguely classy. One of them is a bit old fashioned, hidden away and looks closed half of the time. As it stands, when we went in there (after being greeted by four members of staff standing in a rather intimidating row) we quickly discovered that men's engagement rings were not something they felt the need to stock. This left us with one other option: Goldsmiths the Jewellers
Goldsmiths are a high street jeweller with a little bit of added class. The company was founded in Newcastle in 1778 meaning they have been operating for about 235 years at this point in time. That's a lot of experience. They were the first people in the UK to stock the well known Rolex brand of watches and to date deal in lots of well known designer names. They also made the Rugby League Trophy. They are part of a larger company called Aurum Holdings who were established in 2007 and own a few other jewellers but none I recognise.
They have a website www.goldsmiths.co.uk with a customer contact form you can fill out and email to them. They also have a helpline number on 0845 604 2320 which is charged at local rate. If you want to email them directly you can go through two emails: email@example.com or firstname.lastname@example.org
If you want to go a step further you can contact them via writing a letter to the following address:
2 Elland Road
I may actually be giving them a quick line after I finish writing this!
Situated on the ground floor of the Overgate Shopping Centre in Dundee, Goldsmiths is incredibly easy to get to. There is a small section of the shopping centre where there are shops on both sides before it opens up into large glass windows down the left and shops along the right. Goldsmiths is the very last shop on the left hand side of the centre. As it's in the shopping centre, parking is no problem, though you will need to pay if you want to use the centre parking. There are other free parking spaces dotted around the city centre and the Overgate is pretty much within a ten minute walk from them all if you are really averse to paying for parking.
There are no stairs in the shop; it's all on one level. It has a large circular display case/ counter in the middle of the store and some cases around the edges of the store, creating a lot of space to walk around the store meaning that this store is perfect for people in wheelchairs or with prams. The till point is in the centre of the store at the back. It's very easy to see from the front door and gives you a clear point to approach if the sales assistants are busy with other customers. Fantastic!
===Selling the Look===
Goldsmiths sell mainly jewellery, so watches, rings, necklaces. They do also have gifts but unlike other stores they have a limited and slightly more sophisticated range of gifts consisting mainly of wallets, pens, mobile accessories, cufflinks and silverware. No tacky ornaments in sight. Quite refreshing really. Everything they have just looks like good quality, stylish merchandise. The store's look matches the stock perfectly, having dark, luxurious wood and clean, clear glass decorating a very modern but warm looking shop floor. It's not empty and it's not over crowded: a perfect middle ground.
The staff, like a lot of other jewellers are suited and booted, though the quality of said suits and boots seems to be slightly better. They all fit perfectly instead of drowning the sales assistant in ill fitting clothes. Suffice to say, most of the staff at least in the Dundee branch are very good looking people. I wonder if that is part of their hiring strategy. As well as very tidy looking staff, the store is kept very clean and tidy, with no stock boxes kicking about, presenting a very polished look that stands up to scrutiny when you've been in the store a while. Good stuff!
===Our First Trip===
The first time we went into goldsmiths was when we were in the middle of being messed around from our previous jeweller. We hadn't decided yet that we weren't going to stay with Samuels. We thought we'd go have a look in store to see if there was anything else that caught our eye. The very first thing that caught our attention was the customer service. Within 30 seconds of entering the store we were greeted warmly and offered a cup of tea or coffee even though we were clearly just browsing. We politely declined and the sales assistant went one better, offering beer or wine. My eyes went round with delight. Customer service, apparently, is not dead. It is alive and well and living in Goldsmiths. Unfortunately we had another jeweller to deal with in the meantime so we declined the wine and decided if things didn't work out with Samuels, we'd come back.
===Another day, another trip===
We had pretty much decided that we were giving Samuels one last chance to get things right. We'd been told once more that the rings were late and to pop back later in the day so we once again took a jaunt along to Goldsmiths. Again we were greeted warmly and offered tea, coffee, beer and wine. This time though, we actually decided to try a couple of rings on. The sales assistant Sophie happily took any rings we asked for out of the case, donning her Jackson style singular silk glove to handle the rings. I assume that was to stop her fingerprints getting on the rings before we got our grubby paws on them. Either way it was another elegant touch to the process that made it feel that much more special. She even managed to make us both smile and laugh with her friendly banter when we were both utterly enraged with Samuels. That was a feat in itself. I could see in my partner's eyes that he wanted to give Samuels the heave ho. We explained that we couldn't purchase anything just yet as the other jeweller still had our money and Sophie simply smiled, said it was fine and continued showing us any ring we pointed at. She even re-measured our fingers for us just in case we did decide to come back. Not surprisingly, it turns out Samuels had measured us incorrectly. Eventually we left again to deal with Samuels feeling a bit better about the fiasco we'd had with our rings.
===Third time's a charm===
Eventually (about a week later) Samuels put the last nail in their coffin and we got a refund. This left us free to look properly for new rings. Back to Goldsmiths we went. Again we were offered tea, coffee, beer and wine this time by an incredibly stunning man. Allan couldn't look him in the eye he was so pretty. I decided to finally take them up on their offer and asked for a glass of wine. As the drop dead gorgeous man went to get it, Sophie spotted us from across the way and trotted over happily to greet us. Two glasses of gorgeous sweet white wine later and we had tried on possibly every wedding ring in the place. Sophie was perfectly patient and happy to help throughout even though we had been in there a while at this point. We eventually picked different rings rather than sticking with the same one and Sophie amazed us further by remembering exactly what our measurements were. Not wanting to get it wrong, however, she made a point of measuring again just to make sure. I don't know if it was the wine or the service, but I felt so happy and relaxed at this point I could have burst (in a relaxed way, obviously).
===Lock, Stock, Barrel===
Having picked the rings we wanted, we were told that we'd need to order the sizes in. It seems to be common practice to stock only a couple of sizes of each ring in the stores. I started to worry at this point as this is what had caused a lot of the issues with the previous jeweller. My mind was eased a little when we were told the delivery times, however. As Allan's ring was in stock in another store, they would get it in their next delivery (a couple of days). Continuing my great luck with things like this, I was told that mine would take a bit longer because it wasn't in stock in any of the stores so would have to come from the warehouse. My heart sunk momentarily till Sophie mentioned that this should take less than a week. We weren't given any specific dates and were simply told we'd get a call when they came in. She took us over to a luxurious dark wood desk with matching chairs so we could sit and enjoy our wine while she put the order through. We paid a £50 deposit to make sure the stock didn't get sold when it came into the store and that was that. The next time we'd be able to get into the store would be the next Saturday, giving them exactly a week to get the stock in and live up to the times and promises. I awaited the deliveries with baited breath.
===Did they deliver?===
As usual my luck is never quite spot on with things arriving on time. Allan's ring was in the shop on the Tuesday after we ordered and he received a phone call to advise that it was in. He let them know we were waiting on both rings before we picked them up which we were told was fine. My ring took a little longer to arrive due to the fact Dundee (if not most of Britain) was dumped under a few feet of snow that week, making everything go slower. We called to check if it had arrived on Saturday and were told it should have arrived in Friday's delivery but that it was held back due to snow. We were told it would possibly come in later on Saturday and if not Monday. We were also told we'd get a call when it came in. Saturday came and went as expected no ring showed up. Eventually we got the call on Tuesday to say the rings had arrived. I dragged Allan down to try them on. Another glass of wine (shared) later and I was feeling a little depressed. Much to my dismay, the rings didn't fit and were a little bit big. Rather than trying to make us go home with them, Sophie simply went round the shop getting rings in similar styles of a smaller size so we could try them on and get a bit more of an accurate fit before ordering them in again. Allan's ring was dispatched from another store before we had even left. My ring would have to be ordered from the warehouse.
The next day Sophie called to give a bit of bad news, she'd been keeping on top of the status of my ring and was now able to see that it had to be made by the supplier as there were none left in stock. This would take up to five weeks. She went on to say that if I wanted to borrow the slightly bigger size for our engagement party that wouldn't be a problem. I appreciated the offer but was a little worried in case something happened to the ring as it was too big and liable to fall off. It was lovely to be offered, however!
Having niggling doubts in my head, I decided I would double check Goldsmiths website just to make sure the same problem that happened with Samuels wasn't about to happen with Goldsmiths. I was a little interested to see that the website had the ring available in my size, the same thing that happened with Samuels. This time, however, I wasn't filled with fury. I was filled with a little bit of hope. I gave the store a ring and let Sophie know that it was available on the website. She jumped on the opportunity to see if she could get the ring sooner. She advised she'd get her manager to see what he could wangle with the website (apparently they have a separate stock system too, something that baffles me!) and to leave it with her and she'd get back to me. As I'd called at about 2 minutes before the shop closed I knew I'd have to wait till the next day to see what would happen.
===A tangled web===
I had hoped that everything would just go smoothly with my ring for once. Being impatient I got Allan to call the next day to find out if there was any progress. Sophie had gotten in touch with the online suppliers who confirmed they were actually out of stock and that there's a tiny print get out clause printed on the website saying they'll contact if its going to take any longer than usual. I resigned myself to the fact I'd just have to wait. Sophie reassured me that if I did want to borrow the bigger ring for the party it wouldn't be an issue even if it got scratched as the store would simply get it refurbished. That gave me a bit of confidence in accepting the "borrowed" ring for the party. At least I'd finally get to show the ring off!
==="Borrowing" the ring===
This was easy enough. Allan's ring was already in so we simply picked them both up at the same time. Allan had a cup of coffee and I had a cup of tea while Sophie got the payment sorted. We paid in full (and it actually ended up being cheaper than we'd realised, our math had been wrong! Huzzah!). On Sophie's advice we popped down to a well known accessory store and got a little thing to help keep the ring on my finger. The engagement party came and went without incident, the ring stayed on my finger and I got to show off my sparkle. It was a little uncomfortable with the clip so I still looked forward eagerly to the ring arriving in store. A couple of weeks passed and I popped in to see if they had a date for delivery and was told between the 7th and 14th of March, the first date being bang on 5 weeks from ordering with them the latter date being six weeks.
===Five weeks later===
By the time the 7th came around I was actually getting quite used to wearing the ring with the clip. Occasionally I found it started to irritate me and I did have to change the way I did things a little to compensate for the bulky thing. As such I couldn't wait to get the ring and occasionally had a bit of a panic that it wouldn't fit. It actually arrived on the 14th, but from the 7th onwards Sophie had called to advise she was chasing it for us so we knew we weren't being forgotten about. On the 14th we went in, Sophie wasn't available but we got the Assistant Manager who was lovely, we were offered refreshments and tried the new ring on for size. It fitted perfectly. I was over the moon. After a brief chat with the manager Allan asked about getting his ring buffed as he had already gotten a few minor scratches on it and the manager happily took it through the back and buffed it back to its original sparkly shine for no charge. She was really friendly and took time to answer our questions about the maintenance of our new shiny rings and even had a bit of a laugh with us making us both feel really at home.
Despite having had almost the exact same issues as Samuels, I'd say that the customer service we experienced through Goldsmiths made all the difference. Rather than having to chase them, they got back to me. Rather than having to constantly suggest alternatives, Goldsmiths already suggested alternative solutions. Rather than being met with rude and grumpy sales people, we were constantly looked after and treated like we mattered. While I got annoyed at the fact I seem to have no luck with rings and sizes, I never once doubted that Goldsmiths would do what they could to get things sorted quickly. That and, you know, free wine! FREE WINE!!! Either way, the problems weren't escalated into a mammoth complaint which was great. I will have to be harsh and take one star off for the fact we did have to wait a long time to get the correct sizes in and there was a little uncertainty as to when they would arrive. All in, however, a much better experience was had and their communication and customer service made it all a lot less stressful than it could have been. That leaves Goldsmiths with a firm four stars out of five from me and I'm pretty sure that's not just the wine talking.
I brought a watch, a vintage Omega, to repair the glass I broke. Goldsmith quoted £900 (and charged £20 to provide an estimate + 6 weeks waiting for it), half for Omega to service the watch, polish the case, and half to Goldsmith to do...well, to collect and send the watch to Omega. Though the watch has been serviced 6 months ago and is in perfect working conditionI brought it to a local jeweller who replaced the glass for £20.Goldsmith may be good at selling new watches and extremely bad at repairs, but I will never buy any item in these shops, they are crooks
They scratched my limited edition 30th anniversary Diesel (£200+) watch when they tried to replace my watch strap. There are some aesthetic screws below the face of the watch, and some clever assistant tried to gain access to the straps by unscrewing these aesthetic screw. As a result, they left four indentations on these aesthetic screws. What's more, they couldn't even fit the strap on properly and was very loose when I received my watch. In the end, even though they denied it was their fault, I got the straps for free. Later, I realised that the Auditor of the company (not the watch repairer) was the one who fitted the strap for me which is quite a suspicious matter. In hindsight, I should have checked their log book that notes the damage to the watch before carry out the work to see if it was their fault. Either way, I believe these incidents would not always happen in Goldsmiths. Nonetheless, do they live up to the expectation of a company established since 1778? No.
If you read my previous review you will know that my parents bought me a Gucci watch from Goldsmiths for my 21st birthday.
Goldsmiths is a large jewellery chain which sells what some would call higher end jewellery. They have many stores across the UK with one in most larger towns and cities.
When my parents went to buy my watch it had to be ordered in because they didnt have it in stock, my Mum said this was fine as it was a few weeks until my birthday. A week later they had a phone call saying it was ready for collection so they went to collect it. They were offered for it to be giftwrapped in store and they decided to take them up on this so after briefly being shown the watch it was wrapped. It is worth noting here that the Salisbury store is very poorly lit!
So the big day comes round and I notice that the watch has two marks on it either side of the face. My Mum and Dad are obviously upset as it means I cannot yet use my gift, however we were going to Basingstoke that day so we decided to go into the store there and see what could be done.
When we got to the store in Basingstoke we explained our problem to a young girl, she was very polite and helpful and said she would go and get the manager. The manager could not have been more unhelpful. She basically said there was nothing they could do and there was no proof I hadnt made the marks since opening the gift less than 3 hours before! She said to my Mum she understood the lighting in the Salisbury store was terrible but there was nothing she could do and we would have to see what Salisbury said but she doubted they would do anything.
Now understandably my Mum was upset, firstly about being called a liar and secondly, she had just spent £500 on a gift for my 21st, paid a substantial amount extra for 2 years insurance cover and she had received a watch which was not satisfactory. In a way she blamed herself for not checking the watch over carefully enough but when she bought it, the sales rep held onto it and as I have said, the lighting was very poor.
So we rang the Salisbury store who said to take it in. They saw the problem and agreed to change it, however they werent sure if there were any pink ones left as these had been discontinued! My Mum was yet again disappointed because she knew my heart was set on a pink one, luckily there was one left in a different Goldsmiths branch. A week later the watch was in store in Salisbury so I went to collect it.
I was greeted by a very polite woman who listened to me and said she would get the person dealing with it to come over and see us. She offered us tea and coffee and then we waited to be seen. The man came over, took my receipts and spent ten minutes trying to find it. When he brought it out I insisted on holding it myself, I said to my partner just checking it doesnt have the same marks (because apparently this is a common problem) and the sales assistant barked back that there wasnt any marks and he had checked it himself (yes, but you also checked the last one....). The new one seemed to be fine so I asked to have a few links taken out as it was too big for me and he spent another 15 minutes faffing about doing that. Eventually it was all done and we thanked him and left the store.
I was really unimpressed with Goldsmiths. Considering the amount of money my Mum had spent with them I honestly thought they would be a bit more helpful. Out of the 4 staff I saw, 2 of them were helpful and polite but unfortunately for me these were the ones who I didnt have much to do with! I'm dreading taking the watch back there if something goes wrong in the two years I have it insured for as I know there will be more hassle.
I would not recommend Goldsmiths, if something similar could be found in Ernest Jones then I would recommend going there instead because the customer service is so much better.
After my husband proposed to me 5 years ago, we decided to choose an engagement ring together as I am what you may call fussy! Off we toddled into Leeds with a budget of £500, only to toddle back from Leeds with a £1000 platinum engagement ring from Goldsmiths. I hadn't planned on buying a platinum ring, however, after I was told of the difference between white gold and platinum by the saleswoman, I would be a fool to buy white gold, right?! You decide! (Sucker! I can hear you call!).
So, fast forward to the preparations to the wedding a year later, when we have a child on the way, and obviously more important things to consider financially than a platinum wedding band. So, off we toddle again to buy a wedding band, only to our horror to discover that platinum bands cost around £1,500! The saleslady of course did not point this fact out to us, and we didn't think ahead. So (violins please), I went without a wedding ring! Now, I have been married four years next Wednesday and after spending four years too many without a wedding ring, I decided enough was enough and bought a wedding ring! Hurrah! We went back to the Goldsmiths store we had originally purchased my engagement ring from about four weeks ago and chose a beautiful wedding band with diamonds in for the wonderful price tag of £1,000 (a snip I hear you cry!). The only problem was, I was told my fingers were so tiny, that they didn't stock the ring in my particular size and it would have to be manufactured especially for me with a wait time of four weeks. I wasn't too impressed, but this was not the fault of Goldsmiths. We paid an initial deposit of 20% and told we would be contacted when the ring came in. The service we received in store was good, but it could have been better given the amount we had just handed over. I was called by the same saleslady this week and told my ring had arrived and could collect it when it was convenient. I collected my ring this morning, and was more than happy with the ring, which fit beautifully, however, the box they gave me the ring in, looked liked something out of a lucky bag! So cheap and nasty, given the amount we had forked out, I would expect to have been given a nicer box. It sounds silly as I write this, but it's the little things that make the big impressions to me.
Goldsmiths are located all over the country, and are known for being the more upmarket jewellers with the more expensive prices. Rings will set you back on average £500+, while watches ranging from Gucci to Tag could set you back anywhere up to £5,000. Last Christmas I bought my husband a D & G watch from here, but I had saved up my Tesco Clubcard points all year, and had £200 worth of vouchers, although I don't think the salesman was too impressed when I paid with them, but they shouldn't accept them if it's a problem!
Overall I would say the customer service is ok, I think for the prices they are asking they could do with perhaps offering champagne, etc when choosing engagement rings and wedding rings, but maybe that's just wishful thinking! I do like the whole white gloved hand when they hold the jewellery - it makes me feel posh!
Shop here for a special occasion, but for everday jewellery find a cheaper alternative or save your Tesco points!!
My husband and I got engaged before he enjoyed massive promotions at work, and my engagement ring was more of an H Samual chip than a proper diamond solitaire. This did not concern me until we went looking for wedding ringd (post-massive promotion, with a fair amount to spend) and came across problem after problem because my ring looked so rubbish next to all the bling wedding wings I was eyeing up.
In the end hubby decided I should have a new engagement ring (hey, who am I to argue when being offered diamonds?) as it was this that was causing the most difficulty. I would then be able to choose one to match the thick plain band that was my grandmother's that I had wanted as my wedding ring but looked awful next to my original engagement ring.
My budget was 5k, which I thought was very generous and we (or I) spent a lot of time scouring the jewellers for something perfect. Goldsmiths stock some truly amazing diamonds (many which were way out of my price range I must add) but also plenty within it. I ended up choosing a beautiful 18 carat gold solitaire which they told me would take 8 weeks to be made in my size and come into the shop.
The lady who served us was extremely patient and helpful on our many visits and always seemed to be willing to spend endless amounts of time with me trying on different styles and designs. She seemed genuinely interested in helping me make the right choice and as far as this service was concerned the shop was fantastic.
Once I had selected the ring, my husband (then fiance) duly paid the required 25% deposit and this is where our initial problems began...
Now I ended up spending £5500 on my ring, yet they could not even bother themselves to call me when it was in stock and I chased them long past the promised 8 weeks order time until it was eventually ready for collection.
Once I collected the ring my annoyance with the post-order customer service was long forgotten as I absolutely adored it! It fit beautifully and came with a guarantee and promise that I could have it cleaned free of charge every year. This seems to be a standard thing that jewellers offer but nevertheless it was a welcome extra.
However it was at this point when things got really bad. I visited the repairs department to have my FAMILY HEIRLOOM wedding ring re-sized. I was terrified of having this done after a previous disaster my mum had where a detailed ring was melted so much as to end up unrecognisable after she put it in a jeweller's shop to be resized. I refused to even leave my ring overnight and it was negotiated as part of my engagement ring purchase that they would waive the usual rules (where if the item is not bought in the store it takes about a week to be resized) and do it within the hour. I was literally ill with worry for that hour in case they ruined it (I wanted the hallmark left intact) but to my relief they did not.
It was put away for safekeeping until our wedding a few months later and I was thrilled when I finally could wear it alongside my engagment ring. That is until about 3 weeks later when my husband and I noticed a crack halfway up and then halfway round the ring. I cried bucketloads of tears as I knew my mum would be so upset about it being ruined.
I took it back to the shop as I was devastated and furious. They were apologetic and hastened to assure me the jeweller had never seen this happen in all his years in the profession - yes that made me feel SO much better then. It was irreparable and they admitted it was a consequence of the resizing. I was so upset as I could easily have bought a new wedding ring, and would have rather than risk ruining my grandma's but despite my fears at the time nobody ever warned me it was possible that this could happen due to the ring's age.
They offered me a new ring made to perfectly copy the original. I was still heartbroken but had no alternative but to accept - after all they were trying to put it right, right?
2 weeks later I was called to say my 'exact replica' ring was ready for collection. I nearly fainted when I saw it - it was absolutely nothing like the orignal! Different shape, different weight, different finish...the only thing that same was that they were both gold!
Even the area manager admitted that there had been no copy of my ring made, the whole thing was farcical. I declined any further attempts to re-make another ring and chopse to take my custom elsewhere.
The silly thing is I had picked out 10k worth of matching jewellry (necklace and earrings) that hubby had planned to buy for our first married Christmas...plus of course an eternity ring when our first baby was born...we would have been very good customers but now we would not set foot back in the shop.
January 2001. I buy a nice accurist watch from Goldmsiths, it costs £125 and is guaranteed for a year. It's a bit expensive, but, hey, I have girly wrists and this one actually looks ok on them. I go travelling for a few months, and, not wanting my nice watch to get damaged/stolen, I leave it at home. I start wearing it on an everyday basis about September 2001. A pin comes out of the metal strap. That's ok, I'll take it to Goldsmiths, they can get it repaired, after all, they're a national firm, not some shoddy jeweller in the back streets. They charge me £5, and it takes about three weeks, during which time I'm without a watch. About a week later, another pin breaks. I take it in again, say I'm not happy, they agree not to charge me for the repair. I'm without a watch for three more weeks. I get it back, it happens again. I say I want a new watch. They send it away, and say they'll try and get me a new one, I wait another 3 weeks, they send the same watch back. Not acceptable, I say, I want my money back. They offer me a credit note, but legally, I'm entitled to my money back. I write to customer services, who reply that they will address my concerns within two weeks. I hear nothing. I write again, telling them that under the Sale and Return of Goods Act and the Sale and Supply of Goods Act, they are legally bound to provide a product of 'reasonable' quality, and one fit for the purpose intended. I would say that a watch that costs £125 should last more than 8 months. I would also say that a *wrist* watch is not fit for its purpose if it does not say on the wrist. They say sorry, but we're not going to give you your money back. After my solicitor told them the same thing, they changed their mind. I am asked to go and arrange the credit note in the durham branch; after I do, i am effectively escorted off the premises. Charming wa
y for a firm which has broken the law to treat a customer. Goldsmiths at a branch level were mainly unhelpful and pooorly trained. After I made a reasonable complaint, they became hostile to me. At head office level too, they tried to ignore me, then fob me off and hope that I would give up on something I am legally entitled to. They were perfectly happy to take my money, but when something went wrong, they didn't want to know. There are far better jewellers on the High Street, in terms of price and service. Don's risk the same experience that I had, shop elsewhere!
Goldsmiths jewellers are to be found on most high streets and in most shopping malls. They place themselves at the top end of the jewellers market selling Gucci, TAG, Rolex and Rotary and many other expensive branded good of the kind that Gerald Ratner could only dream of. Alongside their branded goods they sell a range of jewellery and gems, each with their own hefty price tag. This is not a shop to find your genuine gold coloured chain with cut plastic diamond, nor your faux pearl string of beads. In fact, I trusted this shop so much, it is where my husband bought my engagement ring, no mean purchase in terms of the financial outlay and, being somewhat sceptical of high street jewelers I did not want to go somewhere that I thought would rip me off with some overvalued gem. Upon this background, I needed to find somewhere that could repair my Rotary watch. Although Rotary sell extremely expensive watches, the one I possess is not. It is, however, a watch that I really like and one that cannot be replaced as the designs have now changed. I decided that, as Rotary stockists, Goldsmiths would be the place to go. So, it came to pass that on that October morning I took my watch into Goldsmiths. I explained that I needed two pins in that strap replacing and asked the assistant whether the scratch in the glass warranted replacing. She informed me that, as it was a deep scratch, it could have weakened the glass and so she recommended that it was replaced. Fine. How much will that be? I was quoted a price of about £50 and told that it would take three weeks. OK. The watch was worth only slightly more than the repair was going to cost but hey, I like the watch. I got a call a fortnight later to tell me that the watch was in. Great. I collected it. It had been polished and the glass had been replaced. I was charged £50, which I thought was slightly odd as the original figure was a quote and not a firm price but what the heck. I put
it on and left. Later in the day I noticed something sticking out of the strap and noted that one of the pins had not been replaced. Upon closer inspection, neither had the other. Being a local branch in Woking, Goldsmiths was not open on Sundays, and rather than risk being told that I had left it too long, I took the watch into a branch of Goldsmiths in London on the following Monday, explained the position and they agreed to send it off again, at no further cost to me. It came back yesterday, and guess what, when I got it home I noted that one pin had been replaced but the other had not. To find that a watch repair has not been checked by staff once is a mistake, twice, and you begin to think that there is a problem with the quality control both by Rotary (although one cannot say what they were told by Goldsmiths) and by the jewelers themselves. I am writing this on the train going into work. My first stop before I go into the office will be Goldsmiths. And boy, do they NOT want to see me this morning. My trains are all delayed and I have ended up sitting in a smoking carriage as it was the only seat available for the hour long trip (I hate smoke but at least I am sitting down!). I am not in the best of moods….. This opinion will be updated after work and when I have given Goldsmiths a chance to put things right, AGAIN! So, on the way back home now… how far did I get? The assistant in Goldsmiths was polite but ineffectual. He was trying to charge me for a further repair to the watch and couldn’t grasp the fact that it was the same repair that I had asked to have done on the previous two occasions. He fetched the manageress. She was, again, sympathetic but stated that there was nothing she could do other than send the watch back to Rotary. There was no offer of a refund. I begrudgingly accepted this as having spent out for the repair I do not want to have to take the watch somewhere else a
t yet more expense. If the process is not accomplished this time then I will have more to say on the subject. To me, it would seem a routine thing, to check items that have come back from repair before they go out to the customer, especially where the repairs are obvious. Ultimately it is Goldsmiths loss. I have a platinum solitaire diamond ring which my grandfather had made for me in India. It is too small and I am planning on having it made bigger so that I can wear it and remember him. Goldsmiths was top of my list – no longer. If they can’t handle a £70 watch I am certainly not trusting them with the ring which is worth substantially more. As a retail outlet you can expect good service and quality merchandise from Goldsmiths. The stores are attractively lit and the products displayed sympathetically. As a repairer I would give them a wide berth.