Goldsmiths

OMG what a bad experience with Goldsmiths. Without going into too many details we purchased a new watch last September. Which had a major winding issue. No problem as it was covered under the warranty but there was a chip on the screen(allegedly) which meant that after the repair they could not fully test and would not honour the remainder of the five year warranty!

Unless replaced.

Goldsmith offered a £59 goodwill gesture which is obviously their margin but given the fault should never have happened….we all know that watches are on short supply which will be effecting Goldsmiths(Watch's of Switzerland ) profit margins but this is a really low attempt to gain more margin. The manufacturer of the watch should be ashamed at selling a product not fit for purpose and not even worried about customer experience.

Dreadful customer care.

I purchased an eternity ring to use as a wedding on the 10th July at the store in the Mall Cribs Bristol. The ring was on sale from £2,500 down to £750 and was displayed in the front window. I was told that they didn't have my size in the store but that they had two in stock. So I paid in full in order to secure the ring and was told I would hear from them in 5 working days. But I didn't ....so 9 days later I called the store and was told they didn't have the ring it was out if stock and was a discontinued line. I explained that they did have stock when I made the purchase and was told that they would look into it and come back to me. They called me the next day to say that the two rings that were in stock when I made the purchase were for other stores and had now been sold.

The national sales manager had been informed and was prepared to offer me 3 options

1. Buy another ring which was like the one I had already paid for but it would mean me spending another £1,500. option 2, they would give me 20% discount on a ring in store ...3, a refund.

Goldsmiths admit it was their fault that I didn't receive the ring that I paid for in good faith.

But they aren't prepared to do the right thing, which in this circumstance should have been a call from the National sales manager to apologise for such a monumental screw up and an offer for me to choose a ring up to the value of £2,500 to make up for the fact that I lost out on £1,750 worth of discount because of their poor service/ stock management. Instead he got a store supervisor to his dirty work.

I await my refund and the full written apology from the store manager that the supervisor has promised me. I'm now just weeks away from our wedding and without a suitable ring.

oh and Goldsmiths ..your customer service team are aware of this so no im not contacting you yet again...you call me.

My experience of Goldsmiths has been absolutely the worst ever. My wife bought me an Omega watch that was a little small for me. The whole process of exchanging has been awful. Absolutely zero response from customer service. Numerous phone calls got me nowhere. Rude uncaring staff and a watch that never turned up as they claim the courier had lost it. I'll be getting a refund and buying from another shop. Once they have your money they simply aren't interested.

Very poor service, Sheffield Meadowhall. Very rude staff, feel like I've been robbed, will never use them again. Tag watch needed a new battery, quoted £100, at time thought it was expensive, but was advise sent it would be sent away pressure tested etc. Had to leave a £35 deposit, balance to pay on collection. One week later, they advised it need £275 spending on it. £275 for a battery ???? Oh no its got a blockage ?? asked for it to be returned,, Oh and by the way you aren't getting the £35 back either !!!

£1 battery purchased myself fitted no problem works fine. Go figure!

THEY ARE SO UNHELPFUL AND LOOK DOWN ON THEIR NOSES AT THEIR CUSTOMERS. BOUGHT AN ITEM OF JEWELLERY WHICH TURNED OUT TO BE FAULTY, THE TROUBLE I HAD WITH THEM WAS UNBELIEVABLE. THEY TRIED TO BLAME EVERYTHING AND ANYTHING FOR THE FAULT EXCEPT THE OBVIOUS, A FAULTY DESIGN. THEY LIED AND LIED TO ME ABOUT GETTING IT FIXED. JUST DO NOT SHOP IN THIS STORE, YOU WILL END UP REGRETTING IT, THEY ARE UNBELIEVABLE

*** THINK BEFORE YOU BUY FROM HERE****

I Recently bought 2 tag heuer watches as part of a keepsake from my late Fathers inheritance, after wearing mine for 3 HOURS, it undone 3 times & i found it off all together in my bed. Spoke to staff on the following Monday, they very nicely told me to return the watch, which I did, obviously, I didnt want a watch with the same type of ‘butterfly’ clasp as the 1 I had, I didnt trust that style, after the amount of times it had undone & didnt want to lose something so special to me, the helpful fella checked, they had nothing in store with a different clasp, so I ask for a refund, not a problem he says & goes off, he then returns saying there is some fine scratches on the clasp, (probably off my leather pandora bracelet worn on the same wrist) so we cant refund, He said in our opinion the clasp is not faulty, How can this be acceptable when wearing for 3 hours, id expect better. Im not happy at paying that sort of money for it to undo all the time - he said im sorry., but thats the managers final decision, you could try calling back on Monday & speak to a different manager?? I put the watch on, as I didnt want to carry it around whilst shopping, within 20yards, it had undone again!! Quick enough to take your cash, but not quick enough to help. Should be ashamed 4 Tag watches Iv bought here, will be my last!! Id try another jewellers if I was you

Unfortunately, I cannot give zero star on the website but that is what they deserve.I purchased a Rotary watch worth £195 in November 2014 which came with a 2-year guarantee. The watch stopped working just after it ran out of warranty. I thought it was the battery and got the battery changed at Timpsons but the watch didn't work. On taking it to the local Goldsmith store at Hull, the store manager initially tried to shrug me off by saying that the watch is out of warranty and they cannot do anything. On persevering with her, she agreed to send it away to check if it is repairable and mentioned about a cost of £25 for that. After 6 weeks I got an e mail saying the cost of repair would be £165!

I did not get the watch repaired and the store manager seemed to be blaming Timpsons for not changing the battery correctly which might have damaged the watch. She mentioned it is not responsibility of Goldsmiths if the watch doesn't work but the watchmakers giving me an analogy of Tescos-"if you buy chicken from Tescos and it is not right you wouldn't blame Tescos for it!" Probably not but if I took the chicken back to Tescos they would certainly refund the money or give me a new pack.

Very poor customer service and rude staff.

Do not use , read trustpilot reviews ppor service and quality . Customer service non existant , go away culture adopted by management team . Avoid people

The staff, particularly Yousseff at the Milton Keynes store are exemplary. Nothing is too much trouble and their knowledge and willingness to help in any way possible really makes them stand out for their customer service. Keep it up!

bought a Cartier watch, when it was delivered to the store the staff denied that it had arrived. Eventually got hold of it but staff refused to apologise. Very poor service; I will never use them again