H. Samuel — Local services in Birmingham

Having purchased an engagement ring for my partner online at H. Samuel, we needed to go into a store, as the ring was not of good fit. Having spoken to Customer Service via live chat (who were rather average at best), they had at least confirmed that alterations within 30 days were without charge. So I booked an appointment online to visit H. Samuel Birmingham Bull Ring today Sun 21 May. Claire S and the Duty Manager were extremely helpful and really seemed to know what they were doing, as well as be interested in our story. Without any fuss or argument, they agreed to exchange the ring for the same but the correct size (rather than adjust the size of the existing ring) - despite the fact my fiancée had been wearing the ring. Having worked together to size her finger correctly, Claire S and the manager ordered the correct ring, took the old ring from us, and we agreed the new ring would likely be ready on Tuesday, and I would take the certificate and packaging for the old ring when I came to collect. Many companies don't want to get involved with online ordered if you go into store, but my experience here was thankfully very different - they seemed more than happy to take responsibility and assist with online orders, and although the store may not have made any extra commission from me this time, I don't forget the people in life that wronged me, but I sure as hell also remember those that helped me out. Thus, I will be sure to return to them for the wedding ring, and future jewellery purchases. They were quite keen on me purchasing their insurance, but I certainly wouldn't say there was any pressure. Sadly, their insurance excludes loss and this is important for us, and I feel they did respect my decision. Although customer service could have been more helpful and interested, I have rated based on this particular store, as it would be unfair to deduct stars based upon Head Office. In any case, HQ still gave me the information I needed, and the store honoured what had been agreed (and more) without any drama. So often you have to fight companies to honour their own procedures, which in this case could really have soured the magic of getting engaged, so I recognise and appreciate how stress free the interaction was. Thank you H. Samuel Birmingham...

The service here seems to go one of two ways. Its either really good or absolutely terrible. The fist time i went in i was served by a gentleman called i think Phil he was amazing and when i said i wasn't sure what i wanted he started to make suggestions based on what i was asking to look at which was great as i didnt have a clue. He had good ideas and was really friendly and super helpful. He said it might be an idea to go grab a drink have a think and come back as i was torn between 2 rings. I came back and he was busy unfortunately, the bloke that served me next his customer service was much to be desired as was his ring polishing skills. The display ring fit so was obviously super excited he "polished" it out back and i popped that right on my hand. Once we left i was obvs admiring my new engagement ring to then notice flaws on it. I took it off there was glue left from the label despite the bloke saying he polished it, it was tarnished and some of the rose gold was worn, missing what ever you want to call it. So we went back again and the woman that served me wasn't impressed had her magnifying thing out and kept look at me like i was lying and it wasn't glaringly obvious what was wrong she didn't seem like she wanted to help, snapped at another customer while helping me and said it had to be sent off rather than ordering me a new one even though i had it for under an hour. It went for repair and came back with new damage! So i went back again and the lady that help me this time was lovely, so helpful really understanding and ordered me a new ring straight away and offered me the after care that wasn't offered to me previously. So overall good luck as its very hit and miss as to what service...

Fake white gold ring???

Got my engagement ring in August 2020. And in November I noticed no shine and a very dull looking ring. Annoyed and disappointed I called to complain at how after only a couple of months the shine has completely gone. My sterling silver jewellery from places like warren james are still shinier?? Oh and may I add I remove my rings before washing my hands as the lady on the phone tried telling me excessive hand washing can ruin the ring? Ok but after 2 MONTHS??

I read a few reviews on here and noticed a few questioning how genuine the white gold is. I then called and questioned someone about it who said that they don't use nickel in white gold anymore so they will lose their shine faster? I mean I wish I was told this before having taken our money? Told me I can get it rhodium plated within a certain number of months but due to covid and lockdown again we haven't been able to go down. I mean I have a year however having complained two months in, something clearly isn't right here.

Rhodium plating can be done on sterling silver with the same look achieved. If I'd known your white gold was this awful and cheap I would've gone elsewhere.

Disgusted how they do whatever they can to sell you something tell you all the lies then act confused when you later question them. I am unfortunately too late to return but so upsetting that the ring I now have is something that will continuously have to be rhodium plated to maintain atleat some sort of shine.

Would explain their extreme price drops and sales!

I shouldn't have to feel wary of not wearing my rings when we paid so...