The in-store experience in Edinburgh was extremely disappointing. We recently bought two birthstone necklaces as 21st birthday gifts for our twin nieces, and it was nothing short of frustrating. Initially, we specifically requested two lockets that could be engraved. A staff member suggested a style that supposedly fit our needs, but we later found out it could only be engraved with a single letter. It was evident that the staff had limited knowledge about their own products, which is disheartening when purchasing something special. Additionally, the chains we selected in-store were said to be 'no longer available.' However, once we returned home, we discovered those exact chains were available online. This not only meant we missed out on what we wanted, but the alternatives offered were significantly more expensive. We inquired about waiting for the engraving and were told it would take 24 hours. That seemed reasonable—until we returned the next day to find the engraving hadn’t even begun. Instead, we were asked to wait in-store for over half an hour while they completed it. There was no apology or explanation provided. At no point did any staff member make us feel welcomed or valued as customers. This entire experience overshadowed what should have been meaningful gifts for a significant birthday. In hindsight, I wish I had just ordered online—saving myself the hassle and even receiving a discount. The in-store experience is terrible, and I won’t be coming back.
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