“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.”
“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.”
“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!”
“Called them too have a link added to my Breitling chronomat watch. I was told a simple NO...The reason was " I did not buy it from them, so they will not do it"
Disgusting attitude and service to customers that have not bought from their shop. I called another jewellery shop who was very happy to do it for FREE...
Very sorry to see this from a high end jewellery shop. Pure Snobbery...”
“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.”
“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”
“I bought a Tissot ladies watch which was quite expensive last year in August and it’s gaining time and running fast. Went in for repairs twice and it’s still not right. Wrote to customer relations who said if it happens again we will give you a refund. But no they want the watch back in for a 3rd repair. Have been a loyal customer but will not be going again a very disappointed customer.”
“Very poor customer service put a insurance on my TAG bought at Goldsmiths it lapsed with out me knowing the said when I took out the policy that I would get a reminder letter but one never came now im left wanting to renew a policy and not allowed to becouse it had to be done within 30 days of It ending customer service say they
will not help .
Thanks Goldsmiths”
“Very poor service -avoid
My husband ordered me a necklace for Christmas, I opened it Christmas day and it was tangled badly, I spent hours on Christmas day trying to release the knot in it, I sent photos on Christmas day to Goldsmiths... 4 days later and after all of us had tried to unknot it then it snapped, the whole reason it snapped was probably due to the pulling of it and trying to unravel the huge massive knot in it. I have never seen anything like this, my husband said he chose GS because it was a quality brand,
Eventually the customer service came back to me and offered me a voucher, although I wasn't pleased as I had a gift that I couldn't wear on Christmas day I thought well at least I can buy another one!
The necklace was £120 when the voucher arrived I was shocked that it was for £25.... seriously - what can you buy from GS for £25 so evidently they wanted me to spend more money.
GS now owe me £95 and I have got nowhere with them at all. I am furious and won't even use them again - I am only sad that I cant upload a photo to show you how bad this was!!
To be fair if you read all their replies to the complaints on this portal they are all generic.”
“I ordered 2 pendants for my granddaughters Christmas presents with a promised next day delivery. It is 4 days since the order and nothing shipped. No response to my email. Quite frankly, their on line service is badly broken judging by this and other customer feedback. The CEO must take responsibility for the bad service and damage to Goldsmiths brand image. Another Ratners perhaps.”
“Appalling service! I ordered a watch which was meant to be delivered the next day. I waited 5 working days and still got nothing! I then called them and they said 'it got stuck in the system' and promised me it'll get to me the next day. I waited three more days and still got nothing. I had to make another call and cancel my order. They then said I would get my refund in 3-5 working days... it has been two weeks and I still have not got my refund. This is really disappointing. When somebody orders from your website it is the organisations' responsibility to ensure the item is delivered on time or the refund is given on time. This poor customer service will only leave customers stressed and anxious about their money. Now I made another call and I was told to wait another 3-5 working days so that they can manually refund my money? Really really poor. All I wanted was a watch and now I've spent nearly 4 weeks chasing it and worrying about my money.”
“I have several issues with Goldsmiths
1. Product Quality - purchased my husbands white gold wedding ring, he had worn it a week on our honeymoon and it was scratched with gold showing through. We were asked in the shop if he had caused the damage by dragging it along rocks in the sea bed - which no he'd not, just general wear.
The ring was sent back to be polished and re plated - on return worn for 3 days at work and it looked like he'd had it 20 years, totally scratched and gold looking.
On taking it back for repair a second time - we waited more than 3 weeks for its return, told the delay was due to the workshop thinking a charge should be applied.
2. This is where the second issue comes in - all repairs are guaranteed for a year, so why would the workshop even question charging ? either just incompetence or delay tactics.
3. No response when raising a complaint via the customer service complaints email address - not even a thanks for your mail I call that poor service.
My personal experience do not buy any white gold products from Goldsmiths - I have three white gold rings, one is 1 years old and looks a little tarnished but still good, 1 is 2 years old no damage and my wedding ring less than a few months old, still looking good - none are from Goldsmiths”
