“I recently had my Tag Heuer serviced through Burrells and sadly received one of the worst customer service experiences I have had regarded a high value item. I was originally quoted 6-8 weeks (my wedding was just over 8 weeks away) and so I asked if it would be possible if anything could be done to ensure it was back before then, fully aware this may not happen. I did not receive any update until I called up myself after 6 weeks only to discover that it was estimated another 6 weeks before its return. Frustrated, I asked to be emailed a detailed list of the dates and locations of where my watch had been throughout the process to try and gauge where the hold up had occurred. I received no such list. I also explained that I expected some sort of discount for the delay and the sales person explained she would see what she could do. Eventually - almost 13 weeks after dropping it off (4 weeks after the wedding) I received an automated text to say it was ready to be picked up. On arrival, the lady who gave me my watch back was completely unaware of any of my correspondence with Burrells and not only made me pay full price for the service plus parts etc but also guaranteed me that her colleague would call the next day to discuss price (she specifically told me to keep the receipt) and also the tracking list of where my watch had been. It has now been over a week and no such call has happened.
Very very disappointed in what should be a simple matter to resolve.”
“My wife and I have shopped at Burrells for a number of years purchasing both jewellery and watches. We have always had excellent and knowledgeable service, usually by Amanda and in her absence Graham. Most recently I bought a high quality watch and was not disappointed in either the product or service. Always my first port of call.”
“My wife and I have shopped at Burrells in Tunbridge Wells for several years. We have never been disappointed in range of products and the service offered by their excellent staff. In the main, we have dealt with Amanda and in her absence Graham, both of whom really know their stuff with jewellery and watches of which we have bought several.
Friends we have introduced have all made purchases and been very satisfied.
A really lovely shop !”
“I was initially cautious of the website as the outlet prices were so low but after realising they had a store I was happy to proceed. After ordering I called to confirm everything was okay and I received my watch the next day!
Great customer service, everyone I spoke to was happy to help, 100% recommend and would order from them again.”
“Unfortunately I cannot leave a negative star rating.
DO NOT buy from this company online. I purchased a watch. I paid with existing funds in my PayPal account. The purchase went through smoothly.
14 Minutes after receiving notification that my order was confirmed, it was cancelled by the store. When I asked why, I was told the payment had failed due to an incorrect CVV number on the payment card.
This is complete bull***t. CCV number is irrelevant because the payment was not made via card but through PayPal. I pointed this out to customer services and the complaint resulted in more outrageous lies as to why the order has "failed". The money was debited immediately. It was the store who cancelled the order.
I have asked for a refund. The company will not refund me. I have now opened a PayPal dispute and have reported them to the police for fraud and theft on ActionFraud.
Do not buy from this company.”
“Ordered and paid for a watch online, went quiet for a few days then received a refund with no explanation and the watch relisted at a price £1,000 more.
Disgraceful behaviour”
“Ordered a Tag Heuer Calibre Watch online from Burrells, very easy process, communication excellent and the watch was delivered next working day. Compared prices nationwide and Burrells were the cheapest for this model by around £1200. Thanks Burrells”
“Ordered an Omega watch on the website and was subsequently cancelled by Sasha who appears to enjoy doing so.A friend of mine had the same problem with this person.It looks like this jewellers has a rogue employee working against them.”
“Don't buy a watch online from their website.I was treated like a nobody from start to finish.
Customer service is an absolute disgrace with emails and online chat ignored.Ultimately they lost the order and I went elsewhere.”
“Always a pleasure to deal with. I’ve had several pieces of jewellery repaired by Burrells and never been disappointed. Recently purchased a TagHuer Aquaracer in their sale, the lady who served me couldn’t be more helpful. Thanks Burrells see you soon”
