Fraser Hart

I bought an engagement ring from the Kingston store in 2008 and kept going for yearly services and replating as it is a white gold ring. In 2019, a year after the warranty ran out a diamond stone from the main set fell off due to a damaged claw holding the set of 4 diamonds and I had it repaired. I was told this was likely to happen again and therefore I put the ring away in its box and have not worn it during COVID etc. December 22 I get the ring out for an occasion and another diamond has fallen off in the box. Sent it out again with the diamong and they are asking for an extra £150 for repair plus another one of the diamond is also now chipped!!! Knowing that I have not worn that ring, I am disgusted and took my ring unrepaired off them. The customer service during this period was also appealing from the Bluewater store. I asked for an assessment as surely there must be a fault in the design. I have bought high street jewellery for better quality than this. I would rather sell the ring as is than having to keep repairing it each time I need to wear it.

I have never purchased any jewellery from Fraser Hart until today, and will be doing so in the future

The person I dealt with in the New Square branch made my shopping experience extra special

He went above and beyond to assist me in my purchase

Thanks to him: you are a credit to Fraser Hart

I am writing to say that after having been in the Fraser Hart store in the Thistle Centre in Stirling it has restored my faith in customer service. She attended to me and was so considerate and caring I could hardly believe it I was in a store at all. Its been a long long time since customer service was at such a level so it would be remiss of me not to let it be known and recommend this particular store.

If only every store had just one of her in them the shopping experience would be amazing and perhaps customers would want to shop on the 'high street'

DO NOT buy any white gold rings from Frazer Hart. We paid 4K for my engagement ring and after three months the ring was yellow gold at the back. Frazer Hart told us that white gold looses it colour and we will have to have it re plated a couple of times a year. We would not have bought a white gold ring if staff had told us this at the time of purchase! Unhelpful and condescending staff who sent the ring off to an independent jeweller who apparently said it’s due to heavy wear! The manager will not share the report or tell us who the independent jeweller is that they use! DO NOT BUY FROM THIS BUSINESS .

I wish I had read some of the reviews on here, or really I wish my fiancé had as we have had a terrible experience with a Fraser Hart engagement ring also.

My partner proposed October 2019 with a lovely intricate ring with lots of little diamonds in.

By the end of November 2019 two of the little diamonds had fallen out so we sent it to get fixed.

It is now October 2020 and I still do not have the fixed ring. My partner called once a week for 8 months to get updates on the ring, we were told it was sent in the post and that it was coming to us, we would be given a date each week, and each week the ring didn't come.

In the end we complained so much a manager got involved and in the end the ring was back at the store he bought it from.

He went to check up on it and it STILL wasn't fixed - the store advised that we could have the ring fixed there in 2 days. It has been over a month since then and my partner has gone to pick it up today.

He opened the case and the same two diamonds FELL out.

We have received a refund but that doesn't change the fact that something that is meant to last a life time, and is meant to represent your eternal love for someone is broken.

For me the real sadness is that my partner feels terrible about it, and its such a sad thing to see him associate this frustration and sadness over something that is meant to be a joyous and beautiful.

In short DO NOT buy from this company, they are clearly cheap, unreliable vendors. Their integrity is as strong as their rings, which is weak and they have absolutely no issue with destroying dreams.

I would give this joke of a company 0 stars if I could. 2 months ago I took my breitling watch into the Plymouth drake circus branch. I have done this many times for a battery replacement they send it away and it usually cost £100. I paid a £45 pound deposit. A few weeks later I was called by a young lady saying that the watch needed a full service at a cost of £440. I was not happy but I did agree. I went in this morning and got charged £600!! They said that the glass had been replaced and the young lady said that I was told. I was not told about the extra 160 pounds but she was adamant that I had basically implying that I had either forgotten or that I was lying. My memory is just fine and I was not lying. It's a bloody disgrace. Even the manager stuck to the girls story that I had been told!! How would he know was he listening in?? Disgusting attitude when clearly she had not done her job properly. I will never set foot in the place again and would urge others to avoid this company.

1 star: Bad

15 Feb 2020

If I could tap minus stars I would. 4 months to service a Breitling watch charging £400 and go to pick it up and the dial scratched saying must be like that when we took it in!! How could it be we didn’t take the glass face off ! Then want £1700 to fix it. Needless to say I am not letting this go and have not accepted and taken the watch

Reply from Fraser Hart

17 Feb 2020

Hi,

I am very sorry to hear about the problem with your watch.

In order for us to look in to this can you please email across the full details and your repair number to our sales team and we can look in to this further for you?

The person I dealt with at Fraser Hart in Shepherd’s Bush couldn’t have been more friendly, accommodating and helpful. He ensured our experience of choosing our wedding rings was special and exciting. Most importantly, for us, he made time for us, he was patient and seemed genuinely interested in what was such an important moment for us. Couldn’t thank him more for this afternoon.

Absolutely appalling service. Ordered a Cartier watch strap for my husband’s Christmas present 2019 and wrong strap came that wouldn’t fit a child’s wrist ! Ridiculously small for a gentleman’s watch . Had to reorder and now been told wrong strap came again ! They are blaming Carter! Can understand human error once but not twice! The customer service department is about as useless as the staff that work in the Branch . Would highly recommend staff training course !

I recently visited the Brent Cross branch of Fraser Hart to look at a new Rolex. I had previously bought both mine and my wife’s Rolex from that particular store over the last 3 years with no issue. On this occasion I asked one of the sales assistants if I could try the watch on to which she replied that she would have to ask her manager as it was a gold piece. This confused me as I have never had to get the managers approval before, especially after spending in excess of £40k In watches in that particular store. The manager came out and took one look at me and said no. Refusing to show me the watch. I may add at this point that I am a Black gentleman who presented as well dressed to the store who happened to be wearing a very expensive watch. There was no possible reason for him to refuse me access to the watch. I can only conclude that Vishar the Store Manager racially profiled me and deemed me unworthy to see the watch based on my skin colour. He then glanced down at my wrist, seeing that I was wearing a 30k 18ct Gold Rolex Day Date Oyster Perpetual and all of a sudden changed his tune. Claiming that he “recognised” me and that he would now show me the watch. I am absolutely disgusted that he only changed his mind once he thought I had “money” but was not prepared to show it to me otherwise. As a paying customer I absolutely do not expect to be treated like this. When I called the store to make a complaint, I spoke to Vishar would was extremely rude to me, interrupting me and eventually hung up the phone on me. I refuse to spend my money in Fraser Hart from now on. I will go to Buccuneer in Westfield where I am greeted with respect and offered refreshments and the opportunity to peruse fine jewellery at my leisure, even though I have never purchased anything from that particular store. You have now lost a customer.

Went in there today to look at wedding rings. They then offered to clean my engagment ring whilst I was looking at wedding rings. After looking at my engagment ring (which is very intricate), the sales assistant then said she would just clean the diamond and won't buffer the band as she didn't want to crack it. She then came back a short while later where she apologies because she actually decided to try and buffer it and then it cracked!!! I went in there, hoping to come out with a wedding ring, but instead, I had to leave my engagement ring because they broke it!! The superviser was awful - very rude and dismissive!! I am still in shock that they broke my £3,000 platinum engagement ring. I am waiting to hear back from head office. Fraser Hart will be repairing this ring, but it isn't the point. It should never have happened and I am just mortified.