H.Samuel - Douglas Avis 19

Today 23rd December 2025, I took my fitness watch into this store as the pins that hold the strap had snapped off. The Manager Borislava Kostadinova came over and told me that because I did not have insurance on this item, I was not entitled to a refund or replacement.She accused me of dropping the watch, getting it caught on my jumper sleeve, how dare she!! My Husband bought this item for our Wedding Anniversary in July 2025, so therefore its still under guarantee, this she said No it does not apply. She accused me of arguing with her when all I was trying to do was to explain that I was entitled, In all my years I have never been spoken to or shouted at by a Manager, her Customer Service was disgraceful, no respect, no apologies either, she stormed off before saying "I am not going to argue with you" I was stunned by her attitude, being upset, annoyed and angry that someone in her position could talk to a customer in that way. She needs to be retrained and learn some manners!!! DISGUSTING BEHAVIOUR!!

Keira and George were really helpful, I was able to get exactly what I wanted in my price rage they were lovely and smiley great customer service.

I was helped in this shop today by Keira and George who both demonstrated excellent customer service skills, being polite, helpful and patient with great product knowledge. Well done

Fantastic service today in the Douglas H.SAMUEL we went in to buy wedding rings and Lisa and Julie couldn’t of helped us enough they were brilliant a credit to the company so helpful so thank you really appreciated all your help on us getting our wedding rings x

Excellent and efficent service as always.

Always brilliant and extremely friendly service from all the staff

After suffering damage to my bracelet, which was less than a year old, I returned to the IOM store & the manager arranged, through the insurance to either offer me a new bracelet or something else within your store Unfortunately I had to pay for further insurance but the manager was so helpful

Such lovely, friendly, welcoming and highly professional staff. Thank you!

Very professional service. They were a pleasure to deal with.

It is alot thinner than I expected but it's ok.

Staff are always attentive and interested in me as an individual as well as being a customer. They are always polite and courteous and always try to assist in helping me to find the correct goods that I am looking for.

Staff were very welcoming and helpful.

Excellent service. Was kept informed on the progress of my order.

Lisa the manager always gives outstanding service every single time, I could not fault her. She is a credit to H.Samuels.

The staff were extremely helpful and very friendly. Always a pleasure to visit

Great customer service, brought my watch in to be repaired, 2 weeks later had a text and come to collect it as I was advised. Thanks very much.

I recently purchased some gold earrings and am very pleased with them. They are very comfortable and good value. Also, the service from the staff was excellent. They are always extremely helpful and a pleasure to deal with.