Heera Diamonds — Local services in London

I was recently looking for a wedding band and was in Hatton Gardens browsing various stores, along with a friend who was shopping for an engagement ring. Heera were the most helpful and had a great selection of bands to try on, unlike some other stores I visited. I was measured and we both selected a ring.

Pricing seems extremely competitive and staff were helpful - they also advised they could turn both rings around within a week (important as I only had around 5 weeks to my wedding).

The next weekend my friend went to collect both rings, as the store is nearly 3 hours from me, however once I was able to try it on, I found it was too large and shaking my hand caused it to fall off within seconds. I contacted Heera who advised a free resizing was available.

I travelled back to London to drop the ring off and was measured again, this time as a size smaller.

After another week I was told the ring was ready and would be posted to me. I asked them to delay by a couple of days, as no one would be at home sign, and we agreed they would ship the following Monday, for delivery on Tuesday, as someone could wait in.

It wasn’t until Tuesday that they then notified me the package was being dispatched that day instead, and we’d now have to rearrange Wednesday to ensure someone was at home.

Upon receiving the ring, it felt exactly the same as before and was no smaller. I again contacted them and was asked to bring the ring back in for a free resizing. I advised that travelling back and forth again wasn’t an option due to time constraints so close to the wedding, so they advised I could post the ring to them. When I questioned how they could be sure of a correct fit when they couldn’t even remeasure me, no real answer was given.

In the end I opted to pay for someone local to me to resize the ring, which he did just by watching me put the ring on and take it off - and took him under 2 minutes.

When I told Heera of this they seemed uninterested and simply said I was entitled to a free resize in future.

In short, communication is difficult and after-sales service isn’t great (I had a few instances of getting replies from 3 people to the same message, or being told to WhatsApp/call a different number) which really let the rest of the experience down.

I wouldn’t say to avoid Heera, but leave lots of time and be prepared to resize elsewhere.

Pros: Quality of the ring seems fine. Pricing was good. Staff in store were friendly and helpful, with a good range of rings to try.

Cons: Poor communication. Sizing was terrible. Not particularly helpful...

Edit: after reading my 1 star review, Heera got in contact with myself and my husband and offered to replace my ring free of charge. The treatment we’ve received since has been great and the new ring has been redesigned as other women had had the same issue with my old ring too, so they were happy to help. It was Anita who we dealt with most recently and she has been very helpful. Had the other experience reflected our experience with Anita it would have been a five star review. Thank you for resolving our issue, my new ring is beautiful!

Do not buy your wedding rings here! My now husband and I bought our wedding rings here in April 2022 for our wedding in September 2022. In March 2023 (after I’d been wearing my wedding ring, pictured, for 6 months) a diamond fell out and as it was so small we were unable to find it. When we contacted Heera they said they would take a look at it and fix it for a price. We were not happy with this as I’d had been worn for 6 months and as far as we were concerned a stone falling out was unacceptable. Their argument was that we bought it almost a year ago! Do they not understand that you buy wedding rings before you actually wear them and you can prove the day you started wearing it using your marriage certificate!? We told them that wasn’t good enough and went to a jewellers in Brighton. They replaced the diamond for £40 but told us it was a poorly made ring and it was likely to happen again. A few days ago (a year and three months after getting married) another, different diamond fell out, at a petrol station, so again no luck finding the stone. (The first stone can we seen with black nails, the second missing stone can be seen with my engagement ring, which luckily wasn’t purchased from Heera or there’d be real problems)! Again we took it to another jeweller, who upon examination said that the setting was broken and was able to show us. Again he confirmed it was a very poorly made ring and should never have been sold to us. He explained that as it is a platinum ring they can’t fix the setting, as melting it down would mean all the diamonds would fall out. Their recommendation was to sell it for what we could and to purchase a new one. Considering we paid £900 for this ring I’m really not happy. We may as well have set light to that money and Heera were no help at all. Given there are so many diamond specialists in Hatton Garden I would suggest trying some of their neighbours, who hopefully won’t sell you...

The behaviour exhibited by your staff was not only unprofessional but also appeared to be discriminatory in nature.

Myself and my two sisters are celebrating a triple engagement and visited Hatton Garden to choose our engagement rings. As we approached the store, we noted that we were the only customer observing the external jewellery display. We were not acknowledged by any staff members inside the store.

A while after, a couple arrived (Caucasian), we immediately noted that a staff member walked out of the store, past where we were standing walked over to the couple, smiled and asked if they needed any assistance. The couple responded “no thank you” she then turned around and walked back past us into the store.

Immediately my sisters and I looked at each other in shock of the dismissive and discourteous treatment by your staff member who appeared to be from an oriental background (tall female with shoulder length hair). While I initially attributed this to poor customer service, it quickly became apparent that we were being treated differently than other customers present at the time.

The staff members lack of assistance, and general demeanour suggested a bias that made us feel unwelcome and disrespected. We immediately left as we were disgusted by the appalling treatment which was completely disgraceful.

Such behaviour is unacceptable in any context, but it is particularly disturbing coming from a business that serves a diverse public. No customer should feel marginalized or discriminated against on the basis of race, ethnicity, or any other personal characteristic.

I expect a full investigation into this matter including a full review of your cctv footage and a written response outlining the steps your business will take to ensure this does not happen to anyone else. I would appreciate an apology and assurance that appropriate disciplinary action will be taken...