“I do not ge erally write bad reviews but I am afraid I had a really bad experience with Goldsmith. My Mrs bought me a platinum wedding band. Goldsmith is a reputable brand so we decided to buy from them as wedding band is something that should be good quality and last long. We paid for home delivery, however 4 weeks on we never received the ring. Contacted the shop and we were told unfortunately there has been an error and ring is delivered to an incorrect address and we were asked to come and collect from the shop, which we did. So the ring was delivered 8 weeks after we placed the original order. Up until this time we give them benefit of doubt and don't fault their service.
Within 3 months the ring started to wear out from one side. We contacted them and their immediate response was it's wear and tear. Our first question was should it wear and tear to this level within 3 months. They couldn't answer and were looking for excuses such as you must be working in a hostile environment or gym or else. I work in office environment, do not go to gym (closest is karate) and there is no rough handling. Above all why would it scratch from one side? I do take ring off when I go Karate, so what are the chances I wear it on the same way everytime.
Then they couldn't find out details on their system. We were told they have 2 systems and they can only access 1 due to data protection act. Absolutely rubbish. They don't even understand data protection act. Imagine if every retailer started using this excuse we will be in a deep s**t.
We were asked to bring the reciept to prove purchase. We brought the receipt in the following day and they sent it for assessment.
We then received a call back a few weeks later telling us it is wear and tear. I requested on what basis this statement is made to which they said supplier would look at the ring composition and metal composition etc. I requested their assessment report and I was told, no we will neither request the supplier for such report nor we will share such details with you. It is clear they didn't have auch details and probably none of that take place in the first place.
I was told as a good gesture, they are willing to offer us a discount of £20 on the ring refurbishment. A slap on my face!!!!!!. I can get the refurb done much cheaper else where.
It was my first and last time. I understand they have good Sales customer service but really bad after sales customer service i.e. when things don't go so well. There is a huge choice on the high street and we have never had issues with rings in the past....My Mrs love her jewelry and she got plenty of them.
Thank you Goldsmith, you have lost me as a customer and I will certainly warn all of my friends and family about the quality of your product.”
“Hi
I bought a bracelet from Goldsmith but was faulty. The customer service is so poor that I can't recommend Goldsmiths to anyone. They repeatedly gave misinformation, procrastinated, ignored and avoided my requests to speak to senior and tried to suggest that the bangle was faulty as I broke it. Inspite of the bangle being in warranty period they are asking I will have to pay for repair.
It was impossible to get any answers from their online chat service as they said someone will contact you as soon a possible at the end of each chat. I requested video chat but was first put on text chat, then when I suggested I was wanting a video chat, they put on voice chat where there was so much background noise that I could hardly hear anything.Again on prompting that I want a video chat, the third time I had a video chat with someone but again the outcome was someone who belongs to that department will contact me as soon as possible. It has been 3 months already and still informed by an email that it may take up to 12 more weeks to investigate the problem. They just keep sending standard pre-written emails and messages during their correspondence without even bothering to tailor it to the customers questions. My experience was that they were not interested in the customer after the sale is done.
I have not come across such rubbish , rude and unhelpful customer service anywhere.
Please think twice before buying any item particularly that is high end and not made in UK as you may end up waiting months getting frustrated if there was an issue with the product.”
“I am quite shocked to read some of the reviews regarding goldsmiths, I visited the branch in Meadowhall Sheffield on Sunday and I ordered a diamond ring which they said may take up to a week to arrive so I was very pleasantly surprised when they rang me 2 days later to say it had arrived! I’ve picked it up today (Thursday 20th June) and it is absolutely beautiful, great quality, and all the staff I spoke to were very friendly, polite and professional.
The young guy who sold us the ring was called Ethan and in our opinion is a credit to the store!
Time will tell if my ring doesn’t match the quality of the sale, but I am very happy with all the aspects of choosing and buying the ring.”
“Visited Goldsmith Liverpool One , I have a Cartier Santos watch that required repair . I was met by a smooth sales guy named Neil ,who from the start doubted the watch was mine , asking if i had a card for the watch along with the original box , if he would of checked his records he would of noticed i have purchased 2 Cartier watches from the branch over the years .without even checking his records .It was obvious from his manners he was questioning did i own the watch ! The conversation continued for 5 to 10 minutes with his rudeness , until he provided me with a time schedule for the repair , i made a comment that previously i had the repair undertaken at London Cartier , he replied with ‘why dont you take it to them ‘ I will now shop else where in the future , due a disrespectful sales person named Neil .”
“previously put my name down for a Rolex and just been made aware after 4 years waiting your request has been cancelled as the watch is no longer available due to the watch being discontinued.
Surely they can send out emails to everyone or a news letter to saying this.
I also get told that I am very unlikely to be offered a Rolex of my choice unless I purchase other watches first.
If you’re not going to let someone buy the particular watch they are after why advertise it.”
“Very disappointed in this company. I ordered a watch last Saturday with a next day delivery, including Sundays. Nothing turned up on Sunday, so I contacted the customer support who assured me the watch would be delivered on Monday. It's been a week and I still haven't received my ordered and have no indication of when it will be delivered. I can only hope that the product is of good quality if or when it finally turns up.”
“Purchased a gold diamond eternity ring costing 1000 pounds had it valued by 2 jewellery shops there valuation took me by surprise they both valued the ring at 60 pounds unbelievable embarrassing and definitely wont be going back to goldsmiths Birmingham”
“Very helpful and sympathetic staff at Newcastle goldsmith, , I went to replace my lost diamond engagement ring and the staff were amazing, also bought 4 pairs of earrings and a diamond pendant , definitely recommended ,”
“Ordered 2 pairs of earrings which were lost in transit. I had to keep ring Goldsmiths for updates. Eventually a parcel was delivered containing one set of earrings. Customer service were hard to speak to and not helpful at all. They have now agreed to investigate. Worst customer service I have experienced. Do not buy from them.”
“Placed an order on the 11th for a new watch, then somewhere between it being packaged and dispatched its been lost, we are now on the 21st of the month with no watch. Being told I have to wait another 7 days for it to be dispatched and cannot get it sent to my local store for collection. After multiple chats with the virtual team was finally told what was going on and that they didn't know where it was and was pending an investigation, I said I don't care anymore I just want my watch now another 48 hours after that conversation iv still not even received an email saying my order is pending dispatch.
Customer service is absolutely diabolical, I wont be using goldsmiths again after all this is resolved which is a shame because I was very interested in a Tudor.”
“Spent over £1000 for a new watch…arrived and was clearly a customer return…all seals broken, sticky stuff on the box where labels have been removed. Customer service unhelpful and really non existent…won’t be buying from Goldsmiths again”
“Worst company ever. Better off using a different one. Lie in emails and then when you call them out on it they send Bot answers. Lie about next day delivery then have you waiting 15 days. What a joke. DO NOT USE.”
“Such a shame I cannot score zero, what’s happened to customer service? I have bought several Rolex watches from Godsmiths in Nottinghamshire only to find customer service getting worse. Turn up at store ‘have you made an appointment” no one available to help. Phone twice no reply on either occasion so leave message requesting phone call back. No call back received.
Phone third time and finally get an answer, no appointments today!!!!
Goldsmiths seem to forget they are a shop you turn up but something and leave, easy and simple why make it difficult.
I previously put my name down for a Rolex and did not even receive a curtesy phone call saying the watch had been discontinued. Why not ask if I was interested in a different model.
It was once suggested I buy a Rolex Oyster in the hope it would help me get up the waiting list for a sports model.
I could go on. Absolutely appalling.”
“Absolutly disgusted with my experience with goldsmiths! I tried a Tag Huer watch that came too large and so went to their Reading store to have a link removed. The watch was still too big and so i was advised to return it (due to it being paypal) it would need to be sent by their arranged courier. I then received a call today stating the watch could not be returned due to the links removal (even though done by store!!). They then retracted this and stated the watch was scratched so they would partial refund minus cost of buffering. When i asked to speak to a manager i was refused and told they would contact me. Still waiting.. This is not the service i expect from Goldsmith!! Stay clear!”
“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.”
“Awful dealer spend 1000s on a watch they promise next day delivery the fake an “it” issue so don’t dispatch.
then lie there way out of there awful level of customer service and still no refund,and no further information.
avoid and buy elsewhere learn from my mistake”
