Review Time
I have purchased 2 pieces from this store, and both times had the pleasure of dealing with Mathew. Very professional, but also made to feel like a personal experience. Very knowledgeable and friendly, the very reason I will be purchasing my next piece through Mathew. The store is well presented and clean, and all the staff are welcoming. Over all a real pleasure.
Fraser Hart has been extremely disappointing to deal with, and my experience raises serious concerns regarding both customer service standards and fair commercial practice.
My husband purchased my engagement ring from the Norwich store (now closed). When a stone fell out, I returned the ring for assessment, reasonably expecting a proportionate and transparent repair process. I was subsequently advised that the cost to replace the stone would be £1,095—exceeding the original purchase price of the ring by £95. No formal written quotation or itemised breakdown of costs was provided, only a single figure presented for approval. This lack of transparency falls well below what I would expect from a reputable jeweller.
Fraser Hart has now retained my ring for over seven weeks. During this time, communication has been wholly inadequate. Emails have been met with significant delays or no response at all, and attempts to contact customer services by telephone have largely been unsuccessful. On the occasions I have managed to get through, requests to escalate the matter or speak with a senior representative have not been actioned.
From a consumer perspective, it is reasonable to expect that an engagement ring should be of sufficient quality and durability to retain its stones under normal wear. The failure of the setting raises questions as to whether the product was of satisfactory quality and fit for purpose at the point of sale. Furthermore, it is difficult to justify a repair cost exceeding the original purchase price, particularly for a ring comprising a multi-stone halo cluster setting. This discrepancy calls into question the reasonableness and proportionality of the charges being proposed.
Overall, the handling of this matter has left me feeling unsupported as a customer, with a lack of clarity, accountability, and fairness throughout the process. I would strongly advise others to carefully consider their position before purchasing from Fraser Hart.
064 - Plymouth Store
Last week I visited the Fraser Hart Store in Plymouth to view a couple of watches.
I was met by Susan, who I believe is the Assistant manager.
She and her staff were all very helpful, friendly and I enjoyed a lovely chat.
Nothing was too much trouble for them.
Even though I didn't walk out of the store with a watch that day. Susan had arranged for the one that I had chosen, to be ordered and delivered to my home address, within two days.
I was very happy with my experience, first one visiting this store.
And have no issues, with leaving them a very postive review.
Thanks to Susan and all the staff at Fraser Hart, Plymouth.
I say again,honestly the service was superb and without a doubt Rod in the Leeds store made our experience in choosing our rings absolutely delightful. My sister and I were afraid to go inside when we were window shopping because of the astronomical high prices. But Rod appeared and got us seated, offering a refreshing drink and then took us through our choices bearing in mind our respective budgets. Honestly, take a trip to Leeds. Ask for Rod. 🙂
Travelled 55 miles to see the Longines mens watch range. Alice in Drake Circus was professional and knowledgeable talking through the options. I decided on the watch i wanted,however I wanted to see it with the steel strap option, which was ordered in for me to view. I had an email from Demelza to say the watch had arrived and I returned the following week.Given a cup of tea while I tried on the watch, had the spirit pilot watch adjusted and registered, very happy.
I can’t fault the service with the staff definitely 5 star however I had purchased a diamond solitaire pendant and necklace in white gold requested to have it shortened. Absolutely loved it until the chain snapped I came back into store they fixed it for me and send out next day delivery which was superb then last week snapped again! I went back into store and was recommended I should buy a different necklace so I am now left with a broken white chain! I do think with it being shortened maybe has a factor why it’s snapped twice. I have loads of jewellery and this has never happened before I have a gold pendant diamond for 20 years and still in tact so I am a bit disappointed that it couldn’t be replaced to be honest! I buy a lot of jewellery from others in argyle arcade not sure if I will come back to you guys due to this if honest quality I question!’n
I say again,honestly the service was superb and without a doubt Rod in the Leeds store made our experience in choosing our rings absolutely delightful. My sister and I were afraid to go inside when we were window shopping because of the astronomical high prices. But Rod appeared and got us seated, offering a refreshing drink and then took us through our choices bearing in mind our respective budgets. Honestly, take a trip to Leeds. Ask for Rod. 🙂
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