December 2023 by Amy Butt
Twice now have ordered an item and been refunded for it due to "stock issues". Don't advertise something on your website as freshly in stock if it's not. Plus it took you over 24 hours to realise you did not have it in stock. Have taken my business else where and will do for the future.
November 2023 by Jas R
Exceptionally rude and unhelpful staff. We asked for a confirmation email of a service we are paying for, which is not a wild request - asking for written confirmation of a paid-for service is not unusual. The email they sent was unprofessional and didn't seem to correctly represent what we had agreed to, so we called up and asked for a corrected confirmation, and the lady we spoke to was unimaginably rude and argumentative. After we hung up, they just forwarded the original email to us again. We ended up having to call to centralised customer service who were great - they acknowledged how normal and simple our request was, and agreed to sent us a professional email confirmation. Store staff would benefit from some training by the centealised customer services
September 2023 by Malcolm Crowle
Good selection of watches ??
September 2023 by Sym Fletcher
Amy was absolutely lovely & helpful, she found an eternity ring in the eight size & even looked into a discount for me as well. Most of all she was pleasant & happy to help first thing Monday morning...very happy with the service
August 2023 by Beth Webber
Wendy was incredibly helpful when helping us choose our wedding rings. She also kindly polished my engagement ring and my mum?s eternity ring which I will wear at my wedding. Thanks for all your help and patience!
July 2023 by Incapable_Tortoise
Mis-sold, disingenuous selling:I went in there looking for an engagement ring, a lady there highlighted a diamond ring to me, I asked if it was real diamond (as opposed to a synthetic replica), and she replied "yes, real, certified diamond", I then asked about the sizing, I was not 100% of my partners size as it was a surprise, and I wanted to avoid resizing a ring, the lady assured me that whatever the finger size my parter is, we could return to the store after the proposal, and swap the ring with one in the correct size, all free and without the need to resize the same ring, "no problem at all" she assured.I trusted her, bought the ring, proposed (she said 'yes'), and returned to the store with my now fiancée, my original guess for size was almost perfect, we just needed perhaps a 1/2 a size smaller. On our return, the store clerk said that they would resize the ring, but "Ooof, we wouldn't be able to swap it as there's never any spare stock of that ring", this was clearly the opposite of what I was told when I bought the ring, I told the clerk this, that, this was surely the case last month when I bought the ring, she just shrugged and said "yea, this has always been the case, sorry". Not good.Anyway, I frustratingly agreed for the ring to be resized, we tested the ring size and, yes, she was just 1/2 a size smaller than the ring, the clerk said "ooof, sorry, we can't resize to half sizes". What?! I was furious A) why the hell not? and B) I was specifically told that the size wouldn't be a problem, there's a huge size difference between sizes!About a month later when dealing with insurance I thought 'this is an expensive ring, I should actually get the diamond certification', I contacted them and they said "Ooof, SOME of our rings are certified, but not this one" WHAT?! It's an expensive ring (about 2k before discount) and they give 0 assurance?! I told the employee that I was specifically sold the ring as "certified diamond" and she just said "Oh, sorry, you can return the ring if you want"... What? How can I return a ring I proposed with, my partner was in love with it.An absolute disgrace. Truro H.Samuel has an employee with a serious lack of knowledge and problem with mis-selling, I was absolutely let down every step of the way, and was unable to do anything about it as you can't just swap an engagement ring after proposing.
July 2023 by lf philpott
Had an issue with not being able to get my ring off, whilst visiting the area, as my hand had swollen. It was either finding a jeweller who could do it or a visit to Truro A&E. Spoke to someone on the phone at H Samuel ahead of visiting, who explained they had two people in the shop who would be able to remove it, as long as it wasn?t platinum. Sure enough when I visited, Wendy came to the rescue and five minutes later had expertly and neatly removed it with specialist saws and no fuss. Superb service, professional, efficient and personable. Thank you!
April 2023 by Steve Hardy
Extremely rude and unhelpful lady who refused to help do an extremely quick and easy repair on my daughter's cheap but favourite necklace. The little ball on the chain just needed popping back into the clasp. I just didn't have small enough pliers. Unbelievably bad customer service. Rude and abrupt. We crossed the road to Ernest Jones and they did it in ten seconds with a smile.
March 2023 by Diane Beeson
Rude staff and poor service (Truro).1st visit, getting a price for wedding rings and delivery times for my son and partner. We felt the lady serving us was rude and dismissive when she realised we didn?t want to purchase anything.She only showed them a couple of rings and then said if they can?t afford those we do cheap metal ones!2nd visit, to purchase wedding rings. My son and partner went in to choose and I was going back later to pay. They chose their rings and were asked if they wanted insurance, they said they would discuss with me. I then went back to pay, there was no mention of insurance. They asked if they collected from store and were told no they would be posted out to them. On the way home it was noticed on the receipts that they had been charged for insurance and postage. The store was telephoned and we were told that the insurance had been asked for and it could not be refunded until the rings arrived, they had also been charged for postage on 1 ring only. When this was mentioned they were told aren?t you lucky you only got charged for one!Whist the lady was pleasant in store she was rude on the telephone.We then went into the store in St Austell. Great service, insurance and postage refunded immediately. We were also told that the rings could have been picked up in store there which would have been the preferred option. What a complete difference in attitude in staff from the same organisation!
February 2023 by Mary Aitchison
Very helpful sorting my watch out.
January 2023 by sue williams
Nice shop but a bit deceiving with sale prices and trying to get some help was a trial in its self,better to buy from them online x
December 2022 by Hannah Lynn
Lovely store, amazing and kind staff. Love looking at all the Disney stuff. I especially found the young employee named Margo to be such a kind addition to my day, so helpful.
October 2022 by John Lewis
Very poor service/rip-off pricesTook my watch to have the battery changed (it was running slow and was last changed about 5 years ago). They 'tested' the battery (without removing it) and told me that it was fine, and the watch would need a service at £30-40. I asked about trying a new battery, and was told that it would need to be sent away and would also cost £30-40.I then took the watch to an independent shop in the Market. They changed the battery for £4.50 and it now works fine.I feel that the service and advice they offered was very poor, and the prices they were charging were a total rip-off.
July 2022 by Gary Watts
Excellent, staff were really helpful and knowledgeable without being pushy.
July 2022 by Surendra Bharath Gopalakrishna
Lovely helpful staff & pleasant shopping experience
