“Tiny diamond fell out of the side of my engagement ring a couple of months after they resized my engagement ring. They will accept no responsibility and no empathy at all trying to shift blame saying it must have been bumped! The ring has not been worn every day, its taken off for bed and I work in an office and has not been bumped.”
“Paid £1000 for a ring August 2022 . By November 2023 one diamond and ine claw had broke and lost . Took into store to which they wanted me to pay another £550 to repair . I was informed then that the ring was for show and maybe wouldn’t last as long as I expected it to . Have since had it independently looked at and was told yeh ring no longer served its purpose as another claw was breaking too . I understand things do break but Fraser Hart would not give with helping to pay for the repair . I have since purchased another ring and can already tell the quality is more superior . Will never purchase any item for them again . We had previously spent over £12000 in around 6 years .”
“So after purchasing a few items over the past 7 years up to the value of around £12000 after sales service is dreadful . I was bought a new ring from my husband if just over £1000 and after just two years a diamond was lost and also the claw has snapped off . I was told this can happen . After two years apparently you ring can become unwearable ??? I was quoted £470 to get it fixed almost half the price if a new ring . I declined and was told
The ring would be returned . It hasn’t yet but won’t be collecting it as it’s no use to me looking like it does . It’s the very last item
We will buy from Fraser Hart as they would not even consider covering the cost .”
“Very poor quality and terrible customer service! I had my engagement ring for less than 3 years and diamond fell out! I'm very careful when I'm wearing my ring, also I keep it in box provided by FH! But somehow I managed to break platinum ring (that they claimed, it's unbreakable when purchasing!)
So after spending lot of money on ring, they want me to pay more for repair! I never did anything to break my ring, it's 100% poor quality and appalling costumer service!
Really hope people reed this, before they decide to spend significant amount of money and risk to loose their diamonds!
564-15645 Repair number”
“DON’T RECOMMEND!!!
This place has the worst customer service I have experienced!
My Fiancé went in Fraser hart Norwich to buy an engagement ring in July 2023, the lady was lovely and showed him a few other rings but he decided he wanted that one, they didn’t have that size in store so it came from Cambridge two weeks later, my fiancé proposed on 9th August 2023, the ring was lovely and fitted perfectly but unfortunately we noticed the ring started too wear within two weeks, the coating was coming off and you could see the yellow gold, you could see the joining of the ring ,the ring has gone flat & become sharp, I didn’t wear the ring much only when I went out.
The lady said that’s why we encourage our customers to go for platinum so this does not happen, which I think isn’t fair as there quality of jewellery should be all the same. And not everyone can afford a platinum one.
We took the ring in store within 30 days policy but the lady said they can’t do anything besides sending it off to get checked as the ring as been worn.
Which it would have as it’s sold as an engagement ring.
The lady said he would of got told it would need to get re coated every 6 months too a year but he wasn’t. The ring has already worn less then a month of wearing it.
They sent it off and this took 2 weeks. We went back and the coating was done but nothing else was, we asked to get the exact same ring out to look if our ring is different and it was, which only having the ring for less then a month, to wear like that is worrying!
We spoke to one lady said she couldn’t see what was wrong and said the rings look exactly the same, we then took picture of our one and we asked to see the manager, he could see there was a problem with the setting but he said all they can do is send it off again and fill the gaps 🙃 which we weren’t happy with as they have already had the ring for 2 weeks.
As there is a fault and they are not agreeing it is, we have photo evidence of the fault and We are now taking it further and hopefully a get it sorted so we don’t have to deal with this company again!!
Worst company I have dealt with, they are so rude & don’t care about there customers
AVOID!!”
“Bought a Tudor watch recently on finance, gentleman in store never asked for or saw ID when running the credit check, even though I questioned this multiple times. This is literally fraud.
Realised I was given the watch from display which I would consider ex-display as it may have been tried on a lot of times and been in the window for many months.
I have emailed customer service who so far gave zero care about these issues.”
“Where do I start?!? Right five years ago we brought a set of diamond and emerald rings, nothing but an absolute nightmare! The stones kept falling out, rings one by one were returned and either reset or repaired and the engagement one was remade, and still problems. In the end I demanded they take them all back and I chose a completely different set, so far no problems. Until my husband surprised me with a brand new set of Ruby and diamond rings, Not even 6 months old it’s happened again !!!! This time with the wedding band. I noticed the diamond was off colour ! I immediately took it bank to the store. Now because I have the emerald set I rarely wear the Ruby. They looked at it and said it looks like a foam has fractured! I’m a housewife how on earth is that meant to happen considering I hardly wear them, well they sent it off and a few weeks later it was back, …. It actually has three fractured diamonds and the end ones are loose !!!!! Now I’m seriously not happy considering the sentiment of them brought for our 40th wedding anniversary. !!! With that I’m told their jewellers have said I have damaged it !!! And that they would need to replace three diamonds and secure the end ones and because I’m at fault apparently !!! I have to pay fir the repairs I was fuming !!! I was told I could take it elsewhere but it must be the same company they use. Well I couldn’t be arsed, … I contacted them saying how unhappy I was about having to pay out after spending almost £5000 pounds on three rings !!!! They said I’d have to pay 325 for the repair !!! I complained so they reduced it to 275 !!! I’ve been waiting to over 8 weeks for the return of the ring and as yet noting I was told 6 weeks. I would never ever recommend them to any one. I have rings 30 plus years old and not ever had one problem !!!! Never ever again will I purchase from Fraser hart. You can do so at your own peril…”
“I bought an emerald & diamond white gold ring for my granddaughters 18th last May. The stone fell out and was lost.
I took it back to my local branch who sent it for analysis.
Two weeks later the say it’s caused by “accidental damage “ which seems they say to everyone whose jewellery is faulty.
They’ve quoted £440 to repair which is double what I paid for the ring!
Look at their poor reviews before purchasing. They’re all about poor quality of jewellery.”
“My husband purchased a bracelet on Christmas Eve. Christmas morning we discovered the gift bag contained just an empty box!! We waited 2 days for the store to reopen in the hope it was a genuine mistake. The store produced cctv that shows the staff member packaging A bracelet in A box but it’s not the one that was handed to my husband. We believe the bracelet was put in another bag to the one handed over…. The store manager won’t allow me to review the cctv, refuses to discuss the matter and when I called earlier he hung up on me. This is an ongoing investigation - at best incompetence and at worst fraud, so I won’t make accusations but advise customers - DO NOT allow them to package your items out of sight behind the till (professional jewellers don’t do this anyway) or make sure you check your purchases before leaving the store. Better still don’t risk it and buy elsewhere. Disgusting and a horrible experience all round!”
“Brilliant shopping experience in Cambridge branch. All of the staff were so helpful, friendly and polite. Especially Brandon who helped me purchase a Tag Heuer for my daughter’s 40th. He was a star, a credit to the company. Nothing was too much trouble. A huge thank you Brandon for all you did.
Plus, due to a hiccup with their card machine they gave me a gorgeous bunch of roses as an apology.
Watch was gift wrapped beautifully and very good value.
Highly recommend this store and will see you again.”
“Initial greeting when entering the Colchester store was very welcoming and friendly. We were looking to purchase a Tag watch, which Dominique the assistant manager helped us with and guided us through all the various styles and options available in the range. She was extremely professional throughout our visit and was very well supported by her team , allowing her to focus on us to provide a top class service. Not only did we purchase a watch at that time, we have returned recently and purchased another Tag watch. Thank you Dominique and the Colchester team.”
“My Citizen Dive watch decided to stop working in March of this year, I had taken it to Fraser Hart before for service & battery replacement & always received good service from my local Bedford store. They sent it away for repair but unfortunately Citizen returned it unrepaired as the parts are no longer available, it is 25 - 30 years old. I was a bit sad about the fact it could not be repaired as it had been with me through many diving adventures. I went to the store to pick it up & see what they could offer me in replacement of my watch.
What a lovely group of ladies that work in there under the watchful eye of Lorraine the manager, all very interested in chatting with me & my wife & showing me what was available to replace my Dive watch. I chose a new Citizen watch & they ordered it & got it in for me without delay. Went in & picked it up & again felt really relaxed & the ladies all very nice & interested in me as a customer. 5 Stars Lorraine to you & all your staff for a first class service. When I am in need of anything else I will certainly be going to Fraser Hart again in Bedford. Big Thank You from me.”
“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 needed my Omega watch battery replaced so I looked for an Omega specialised store. I had to pay a deposit of £30 for the watch to be sent to an agent which I was told is normal practice.
A few weeks later I received a call to give me a quote. This included having to replace the face of the watch as the battery had leaked. I was told I should also replace the bracelet. The cost quoted was well over £2000 so I said I wanted my watch back without anything done to it.
When I collected it I asked the staff to let me have the quoted figures. They wrote this for me on a compliment slip.
“Required intervention : £450 for a complete service and a new dial for £260.
Optional items: new bracelet for £1520.”
Total of £2230.
Back home I started an investigation into alternate options. I found an accredited reputable jeweler who quoted me £8 to replace the battery. On collection of my watch I was told that there was no battery leakage and slight corrosion to the hands of the watch which is totally acceptable after 25 years having lived at the coast. The strap is perfect but of course used.
I believe that Fraser Hart Jewellers have not acted in my best interest with their quote. I will never return.”
“Went online to make a purchase and a live assistant offered and then took me through the process, very helpful.
My beautiful bracelet was delivered as promised and is as displayed and explained on the site, delighted.
Thank you Fraser Hart. I will be back online again!”
“What a lovely experience dealing with this Jeweller. Needed to get my 20 year old watch serviced.
A lovely young man apologised as was unsure of the model and needed to call Head Office for advice so offered me a seat and drink while sorting out.
Two weeks later I picked up my like new watch.
Highly recommended.”
“Excellent customer service from Anil in the Cambridge store! Extremely knowledgeable and very helpful, made my decision and choice of watch a lot easier!!.... Anil’s expert customer service skills was the reason we purchased from them!!
Would highly recommend!!”
“Me and my partner have had a terrible experience with a Fraser Hart engagement ring.
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 who are also quite comfortable lying to people. Their integrity is as strong as their rings, which is weak and they have absolutely no issue with destroying dreams.”
