H. Samuel — Local services in Sunderland

So I recently got engaged on the 15/08/24 in Greece, with a beautiful ring from the Forever Diamond Collection. Unfortunately I noticed after a few days the inside of the band had snapped. So I took the ring back to the Washington store where it was purchased and my fiancé and I were heartbroken. Luckily Gary a manager across different stores was in to save the day! He had the ring sent off and tested which resulted in there being a manufacturing fault with the ring. I then received a call from Vicky in Washington explaining the result and that my current ring was no longer in stock as they no longer made that particular ring. She explained what options I would have in regard to getting a new ring. Vicky was very kind in keeping mother updated when she visited the store as I was in my first week of my final year of university and could not make it to store personally. Unsettled about my options I then got in touch with Gary and went over my all of my options for a new ring and he explained everything in detail and answered all of my questions and I felt so reassured that I could have a new ring. He pointed me in the direction of the metro centre H. Samuel store as it carried the whole Forever Diamond Collection there I met the lovely Bobby Jo! I explained my previous dilemma and heartbreak and she was so attentive when showing me the rings and explained each ring in detail. She explained the coverage and protection I could get for each ring and how best to protect my ring with prices for each coverage on the last two rings I was interested in. She accommodated my request to have both rings I had loved in my size sent to the Washington store where my fiancé would go and decide between the last two rings standing. However, I received a call from Washington to say only one ring could come to store as the other was in Ireland & couldn’t be brought over which I understood. My fiancé and I went into the Washington store to look at the remaining ring as it was his first time seeing the ring. We only took one look at the ring & instantly knew it was the one! Gary handled the exchange for me and we were able to walk away that day with my new ring over the moon! I couldn’t be more Grateful to Gary for personally handling this and being available over the phone for me even though he Washington is not his normal store. I can never thank him enough! He was so lovely and reassuring, with the best customer service I could have asked for! & I will always be grateful to Bobby Jo when helping me look for a new ring as she could see how hard it was for me but did her upmost to make it and exciting experience and I couldn’t of gotten better advice! She was amazing the way she turned the negative into a positive! I will always be grateful to the H. Samuel team for all of their AMAZING help, hard work & efforts! As it really doesn’t go unnoticed! I sincerely hope customers read this and know they will get best customer service they deserve!

Kindest...

On Saturday 17th April, I went to collect my engagement ring up as the week before I took my engagement ring and wedding ring to be re-sized. When the lady measured my finger the measuring ring fit perfect. My engagement ring does not fit my finger after having it re-sized. I asked the lady in shop if she would measure the ring she said size M. But my husband said he thought the lady said size N the receipt says size M. The lady did not say anything when my husband mentioned this. I replied well my wedding ring will not fit when I need to collect it from the shop. It has cost me £112 to have two rings re-sized and they do not fit. I am baffled by it because the measuring ring fit. I am upset by it all as £112 is a lot of money. Not happy with the outcome the measuring ring fit perfect. I now cannot afford to pay to have...

A lovely experience 😊 We went into your store at Washington Galleries to buy a Citizen watch but couldn’t decide which colour to go for. Mandy was the assistant who approached us and was extremely pleasant and helpful regarding the choices. There was no pressure to buy at all just very welcomed help. We left to think over our choice but when returned the shop was closed. I could have gone straight to a different jewellers to buy the watch straight away but decided to give H Samuel our business by ordering it online because of how nice Mandy was with us. On the day I collected my order Mandy was working again and we had numerous laughs over my purchase especially the mis print of my surname. I will visit this store again if I’m looking to buy a gift. Thanks Mandy for making our experience such fun ! Kind regards Mrs...