Newest Review: ... sent it via normal Royal Mail with no tracking. Yes, no tracking for £300 worth of jewellery. I have so far phoned on numerous occasions, ... more
Awful customer service with no consideration for the customer
Author Name: d12345
Disadvantages: If the gift is unsuitable it most likely wont be returned.
The service goes as far as taking your money, beyond that H Samuel are an absolute joke!
When I wanted to return a ring today, staff were rude, unhelpful and condescending with a general attitude of wanting to avoid a refund at all cost. The ring was rushed into the back, where someone determined that the 'display model ring', had been worn (probably by another 150 customers) and was therefore excluded from their returns policy, so regardless of the fact that it had been a gift and my partner assured it could be returned, it wasnt.
It was bought on the 22/11/12 and opened 28/11/12. I tried it on at home on the sofa and it didnt fit properly and I also started to have a reaction to the metal, so I took it back off after a few minutes and we determined that we would take it back the next day.
When I walked into the shop and said I needed to return a ring, the sales assistant was hesistant from the start, turned his nose up, then started messing around with the ring, rushed it out of the back, which suddenly wasnt returnable (Surprise!! Surprise). A talk with the most senior member of staff (Assistant Manager) was like listening to a broken record: the display model ring (which had been closest to my size and therefore been selected) apparently had signs of wear and was therefore unrefundable. A talk with 'Head Office' was no difference, only in that the woman on the phone was even more condescending than the previous two people, after the Assistant Manager had given her a whispered 'handover' behind the pillar.
Its absolutely ridiculous and HSamual points the finger at the customer. I now have a ring that doesnt fit, which I cannot wear and HSamuel doesnt care, despite promising my partner a full refund, should the ring not be to my liking or at my size. Empty promises and awful awful customer service!
Summary: HSamuel doesnt want to know 'customers' who return items.