F. Hinds

I would not recommend this company . Bought a chain . Sales assistant was more interested in a sale rather than tell me which was the best chain for a st Christopher. Broke 3 times because the weight of the pendant was too heavy for the chain . Went in the Clacton store . Not helpful at all and they were quite rude . Contacted customer services they are just as bad They didn’t listen to what I sad. Please don’t waste your money in hinds. Worst jeweller ever . Not a caring company and sales assistant obviously had no training probably knows nothing about gold !!!!!!

If I could, I could give it a zero star rating. Absolutely appalling experience and I would urge anyone considering to purchase from Hinds to consider their options carefully.

We purchased a Maserati watch 2 months ago (ex display model, charged at full price). The watch is faulty and the strap doesn't click into place.

F. Hinds tried to first charge for the repair (without even telling me the cost) and, when I pointed out a few items within the Consumer Act (2015), they refused to do anything.

The customer service team are dismissive, aggressive, rude and ignorant. Please think carefully before buying from F. Hinds. There are same-price (or cheaper) alternatives which are more reputable. I made the mistake of purchasing from them, as I stupidly thought I would be guaranteed a good customer service. I have learned my lesson and will never ever buy from F Hinds ever again. Shameful way of treating customers.

DO NOT USE AT ANY COST!!!!

My husband purchased the ring from the store in 2019. I have worn it since being engaged in 2019 (take off mostly for work & sports in the evening). I got married in 2022 and have been wearing it alongside a wedding band (made of the same white gold) since.

In March2024 I paid £60 to have my engagement ring resized 3 sizes smaller due to losing weight. I dropped it off at the Reading store. I got a phone call a few weeks after the promised return deadline. The staff member stated my ring needed new diamond clasps and an additional fee of £74.50 was required. I was reluctant and said I would get another opinion as the diamond seemed fine before I dropped it off, it’s only 5 years old and been pretty looked after. I asked if they can they return the resized ring. I was then told they haven’t even started my resizing (despite having it for ages and refused to do the resize unless I had the new diamond clasp. I was angry at this and reluctant to pay additional fees without seeing the ring as the clasps were ok when I dropped it off but agreed anyway as wanted my ring back. The ring came back a few weeks later and it appeared to look thinner than i remembered. After having the ring back for 1 week, the back of it had snapped. I took it back to the store and explained that it had snapped and it was thinner. I requested this to be rectified. I get my ring returned a few weeks later, the snap is fixed but ring is still thin. I asked for this to be reassessed as it was 100% not in this condition when dropped off at the store and has only been this thin since receiving it from the first repair. I have made complaints to the store & online customer service both of whom are unhelpful and suggest the ring is thin due to wear and tear. I explained that this isn’t the case as the ring was not like this or this thin in March 2024 when I dropped it. F.Hinds are now stating that after assessing the problem they will not do anything with the ring; it is due to wear and tear and no fault of their own.

Essentially calling me a liar and taking no ownership or accountability for ruining my engagement ring. The ring was not given to the store in the condition I now have it in. It is damaged and unwearable. I compared the ring to the original in store and the difference is remarkable. I have worn rings my whole life and never have I seen a ring so thin. This is absolutely not down to ‘wear and tear’ and has been damaged by the workshop when getting resized.

The damage and thinness to the ring is unbelievably obvious and extensive. I’m gobsmacked at how the store can even suggest this is just down to wear and tear for a ring that’s only just 5 years old, isn’t worn 24/7 and only been worn alongside a wedding band for 2 years.

I was asked to see photographs of the ring when I dropped it off to compare. They are only able to show me pictures of the ring lying flat. No photo evidence of the thickness / thinness of the ring.

The ring is now so thin and ruined I am scared to wear it incase it breaks again. I’m so upset about the ordeal, I have had to travel to and from the store on multiple occasions to pick up and drop off my ring. It’s caused me severe stress, i’ve been non stop crying due to the damage caused to such a sentimental item and to be basically called a liar from the company saying its ’wear And tear’ despite the ring being returned in the poor condition it has been.

I gave my platinum engagement ring to @FHinds for a re-size. I was advised platinum is added to the ring and it is NOT stretched. I selected @FHinds as I did not want the ring to be stretched. Upon collection the ring was visibly lighter & thinner. The weight of the ring prior to re-size was 2.99grams and the band was 2mm thick, upon collection it was 2.93grams and as per the picture its barely 1.5mm thick. The ring was reviewed by customer services & head office, I was told 0.06 grams difference is acceptable as its polished. This logic doesn’t stack up if metal is added surely, it should be heavier? Weight aside, the thinner band has not been explained. Customer services advised they do not measure the thickness and its purely based on weight. I asked for clearer resolution photos when the ring went to the workshop and was told they cannot provide any further information. I went to store who happily provided me the ‘before‘ picture below. I have the ring back and the evidence is clear (see skin tone difference picture), I have been given a thinner and lighter ring back with no adequate explanation or compensation. My engagement ring is now inferior in thickness prior to the re-size. There is a retail price difference of hundreds of pounds for thicker bands and giving thinner bands back to a customer after paying for a service seems to be acceptable practice by @FHinds.

Its disappointing that @FHinds customer services are unwilling to take accountability for a lack of process: checking thickness before the workshop, providing basic facts like clearer pictures (note the store were happy to provide these) and evaluating the issue based on evidence and fact. If polishing meant thickness changes, then they should make this absolutely clear to the customer. So beware, customer services and head office are useless should you need them for anything. There is a serious question of integrity and willingness to put things right.

Terrible customer service. Chain clasp developed fault just over a month after purchasing. Took back to shop who tried to say clasp had been pulled, which it hadn't. They said we'd have to claim off insurance, whic fortunately purchased at an extra cost, and sent it off to be fixed. Three telephone calls later and they said the chain still hadn't been returned. Went to shop, six weeks later and they said they had recieved an email from head office four weeks earlier telling them to replace faulty chain. No apology from shop, no admittance of faulty goods, and to top it all they said we would need to take out new insurance if we wanted to cover the replacement chain. Absolute joke of a company - avoid Carmarthen branch at all costs.

My dealings with F Hinds began approximately 8 years ago when I decided I would like a few 9ct rings other than my engagement ring and eternity ring. At first there was no bother at all with F Hinds as I knew my ring size and it was a question of either pick the ring up from a local store or it would be sent by Special Delivery. I made add that I have spent a small fortune with this jeweller and accumulated some nice rings. However, out of the blue after returning items to store because I did not like them or did not fit I was told I had 13 accounts (no mention of what this meant ) or the relevance of these accounts which I hastened to say I did not set them up. I received my first letter from F Hinds. The context of the letter was most unpleasant and I am sure then that this girl was on about accounts and the store losing money because I had made a return and yet they state in their terms and conditions a customer is perfectly entitled to refund an item of jewellery within 30 days and also they have a 14 day Cooling Off Period and I quote "If you (or the recipient of your gift) are unhappy with any purchase we will try to assist you. As your purchase, will have been made through distance selling methods (i.e via the internet or over the phone), you are entitled by law to cancel the order with 14 days of receiving the goods. This is known as a "cooling" off period and is extended to 30 days from the date of dispatch under our returns policy. Later on I received another letter from a customer service assistant telling me of the problems of returning goods and a long sob story. I promptly told him where to go. The head office of F Hinds have told all their staff in 115 stores throughout the UK that I have 13 accounts with them and I know categorically I do not have 13 accounts. You would think out of common courtesy they would explain what 13 accounts mean. I never realized that buying from a store was a criminal offence. I am copying their recent letter into this and it is as follows:

We have noticed from our records that you currently have thirteen customer accounts with our company. Furthermore, it would appear that the majority of the transactions that you have processed through these accounts have been refunded shortly after purchase as as such this activity is viewed as being suspicious. As a result of this, we are writing to confirm that your custom is no longer welcome with out company and would ask you to refrain from any further purchases from F Hinds Ltd either in store or online.

We regret this action has had to be taken but in the circumstances and acting in the best interests of our staff, we feel we have no other alternative on this occasion.

I must pick up on their accusation about returning an item to store shortly after purchase. I always whether it be an on line purchase from any store on line or bought on the high street return it straight away. In F Hinds case you normally have to wait 7 days for the refund to be processed. All returns I made I had a receipt so I take umbrage with that comment.

I must write about my experience with their Gosport store when I took back a ring which did not fit and the store manager was 30 minutes on the phone to Head Office to see whether or not he could make a refund. I said to the shop assistant at the store good job I do not have to go anywhere in a hurry. Also the Havant store manager has quoted I have 13 accounts. I will reiterate that I have spent a small fortune at F Hinds store. My spending on rings far outweighs any returns I made which was few and far between. I feel I have personally been victimized by this company. I would also add that many of their rings that are advertised on their website are not viewable in the windows of the stores. I would say I bought blind on many occasions taking pot luck on my purchases. The staff of F Hinds have a maleovent attitude which must be put into their training on how to treat customers.

I would appreciate any comments on my experience with F Hinds.

Disgusting service

We bought our engagement ring from clacton store and from day we bought it we was told to wait 2 weeks then on pick up we got handed the diamond ring in a plastic bag and was rude to my girlfriend.

4 weeks later diamond fell out of ring and we took it back and was told ring would be sent to there head office was told it be 3 weeks...after many calls and no contact from the store we now told it would be a further 6 weeks as it had to be taken to a diamond specialist..

She then told us that someone had rung us and told us that it would be 3 to 4 weeks...we NEVER recieved any call at all...they proceeded to tell us they did call us but couldn't give us a name who called us. We told her they did not call and she then said " we called you & we was told it be 3 to 4 weeks...NO call was ever recieved..call logged checked..no call.

We are taking legal action as we want refund under consumer rights " not fit for purpose" but she still refuses to give us any date on ring.

Absolutely disgusting customer service.

I would never use this company again & has made this very special event into a heartfelt nightmare...

We are now left with no ring!

I purchased a watch from Watch Shop, and unfortunately, the timepiece turned out to be faulty just a few days after the 30-day return policy period.

When I visited your store to request a refund, I was met with an unwelcoming and unprofessional attitude. Despite politely explaining the situation, the store staff, particularly a lady with a bob cut hairstyle, black-framed glasses, and blonde hair, took an aggressive stance, threatening to involve the police if I did not leave immediately. This demeanor left me feeling deeply upset and disheartened, as I had only come to seek a resolution for the faulty product.

I believe that as a valued customer, I deserve to be treated with respect and courtesy, regardless of the circumstances. It is my firm belief that a genuine customer concern should never be met with hostility and threats of involving authorities. Such behavior is not only unbecoming of a reputable establishment like Watch Shop but also reflects poorly on the company's commitment to customer satisfaction. I will never return and i do not recommend anyone to.

Have a lifetime battery replacement for my watch. Used it a number of times. I the past a five minute over the counter exchange. Now it's can you pick it up tomorrow. As they only have shops in.major shopping centres it's not worth the petrol and time. Good way of getting out of a lifetime commitment.

Dear F.Hinds,

I want to share something that you should think about if you care any more about customer service.

I collected my returned Rolex watch today from your Crawley shop.

I’m very disappointed with the fact that you are not able to repair my watch or change the bezel after keeping the watch

from March 9th - April 15.

I was told by the service center that the clasp was not repairable and was quoted £1,100 for a second hand clasp and £120 to change the bezel over! I asked for the watch to be returned as this is absolutely unacceptable.

When I collected the watch at 10am today I walked over to James Stephens Jewellers in Crawley and showed them at 10.10am this morning they said

“Absolutely, sure we can repair this it’s a very minor bend and we can change over the bezel for you”.

I left the watch with them today 15th April at 10.55am 45 minutes later on the same day they called me and said the watch was ready to be picked up.

The price they charged was £30! The watch clasp is as good as new and they also steam cleaned it.

I am really shocked and amazed that F.Hind a so called reputable company tried to trick me!

Disgusted customer