H. Samuel

Not in a habit of posting reviews but had to share our experience today. We walked into H.Samuel around noon to look for engagement ring and wedding rings. We were served by a pleasant woman. Although she did not have much experience or knowledge she was very willing to help us. We were looking for platinum wedding bands specifically and the store had only 4-5 samples so we asked to see the white gold samples and asked if the same were in platinum. She said they don’t do the same in platinum but we asked to see it anyway as we had previously checked on their website that most of the styles in white gold is also done in platinum. We explained we can see the style and maybe order the ones we like in platinum online. We then moved onto the engagement ring. Another staff Jess stepped and was quite enthusiastic. We explained that we were looking for a solitaire ring with a carat between 0.5-1.0. She showed us one ring that was with this spec. We asked about the other specifications about the stone other than the carat. Not sure if this triggered something but seemed to go downhill from here. She explained that she cannot give us that for the ring we were looking at and we have an option of creating our own ring (1) If we ordered the ring there is a minimum spec for it and the actual ring may have specs higher than this but not guaranteed - 8 out of 10 times it was better than minimum (?!) so apparently its a lottery to get a diamond with a higher grade ! (2) If we get a ring that for example we are not happy like “the colour was too yellow”, they will phone up other stores and would see to exchange it with the ones they have in store(?!) These and a couple of other comments made us so uncomfortable and trust was out the door. We explained that we will look online further and would do the wedding bands only for now. She did not reply or acknowledged and just abruptly turned around and spoke to her colleague ( the first lady who served us). She told her colleague something and just walked away. I have never seen anyone reacted that way and we were both so stunned! We assumed she thinks she was not making a sale today with us so did not want to bother anymore. Its a strange level of customer service especially in an industry where first time viewing hardly results in a sale. H.Samuel lost a sure customer today because of Jess.

Both the lady and manager that helped with the resizing of my fiancee's engagement ring were beyond helpful; great customer service all round

I went in here to get my wife some ear rings. The woman who i spoke to was very helpful and helped me decide what ones to get and she loved them!

Served by a gentleman in a blue shirt today (didn't catch the name). Rang at opening and reserved some ear studs for my daughter. Went down and was greeted promptly and felt really good when I left. Thank you

The staff at Hemel store are very polite, helpful and lovely people, I have known Ross for many years as I am an old customer and I appreciate their honesty, their help and their welcome every time I step in the shop. Keep it up you are the best. BB