Ordered a ring from H. Samuel online with an original collection date of 31st March from MK branch, which was missed with no communication or update.
I contacted customer service via live chat and was assured the item would now be ready for collection by 25th April, along with a £50 discount as a goodwill gesture. I was told I would receive an email confirming this — but nothing has been received.
This is a wedding ring that I need for my wedding on the 29th April, so the lack of communication and certainty is extremely concerning.
I then raised a formal complaint last Thursday and have still had no response.
To make matters worse, I’ve since received an automated email asking me to review the product — which I haven’t even received. That pretty much sums up the experience. At this point, the issue isn’t just the delay, it’s the repeated lack of follow-through and communication.
I chose H. Samuel expecting a reliable service for an important purchase, but this has been disappointing from start to finish.
Happy to update this review if the matter is resolved promptly.
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