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.
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