H.Samuel - Kingston Avis 

Went into the store today as I had a necklace which was silver but looked discoloured.. a young man who worked there said if I wouldn’t mind waiting for manager… manger came back and was very helpful in how she delt with the situation . Her name is Katy very professional

Please watch out. They can easily scam people. Paid over £1,000 for a watch and also purchased the insurance for peace of mind. When I lost the watch and made a claim, I was told it wasn’t covered. Very disappointing, especially as the limitations of the policy were not made clear at the time of purchase. I would advise anyone buying insurance to read the terms carefully before paying extra.

Refuse to give their own discount!
I was browsing watches online.
A pop up gives me a 10% discount
I say ok, try to do the purchase but discount code doesn't go through.
I contacted support, they say make the purchase and we will refund you 10%.
I made the purchase, but they say you need to collect the order first (?!). I say ok....
I went to the store, collected it and exchanged it for another one with the exact same amount (looked better).
I contacted support online and they said because I exchanged it the store needs to do the refund (they offered a coupon but I wanted my 10% back instantly as they promised, not in the future).
I went to the store in Kingston and the rude manager tells me they are not going to give me a refund because I didn't have the watch with me ( I had the receipt, case number, order number bla bla). Online shopping at its best
Obviously I can't spend more time and ticket money going back EVER
(I told her you lost a customer - she said it's fine)

Thanks to Anton, who served me with patience while I navigated my way through various Seiko and Citizen watches for me and my wife. He was very kind and courteous to us and made us feel welcome during our respective purchases. Cheers!

I have been a customer of H Samuel for years and have always had great customer service. However, I purchased a chain for my partner a couple of years ago along with the Premier Care plan. I recently visited the Kingston branch, where I spent over an hour providing my Premier Care details and waiting for them to liaise with the insurance. Despite this, the repair still took over six weeks.

Today, when I went to collect the chain, I was unexpectedly asked to pay £60. I explained that I had Premier Care, yet they had no record of it, even though I had already spent over an hour providing the details during my previous visit.

To make matters worse, I was being assisted by an elderly employee who was clearly unsure of the process. The store was completely empty, with four other staff members standing around literally doing nothing. None of them stepped in to help their colleague until I had to explicitly ask for assistance. Even then, when Katie finally came over, she did so begrudgingly and then called me rude, simply for expecting basic customer service.

This experience was beyond frustrating. If a store is empty and staff are available, the least they can do is support both their colleague and the customer. This level of service is unacceptable.

H Samuel in Kingston are truly the best! Both Ilkay and Jess helped me today, which was no easy task lol and they were both amazing! So patient and helpful and they both made a normally stressful shopping trip not so stressful ☺️ They both went above and beyond and I'm so grateful. Thank you and Merry Christmas x

I needed some help tracking down a wedding ring order and Jessica from H Samuel, Kingston, could not have been more friendly, proactive and persistent in uniting me with this jewellery.

Excellent customer service, to me, means taking responsibility, making it easy for the customer, dealing with any admin separately, giving regular updates on progress and then, finally, sending the item to my house.

Jessica, you aced this one, and delighted a customer in the process. Well done!

Terrible experience! I took my 10 year old to get her ears pierced and they pierced them so badly - do not use this service. I complained to head office and they didn't care in the slightest.

Soroush helped me to find nice watch; his customer service was perfect. So nice and professional.

I went to the store at Kingston to check the wedding bands available. But the response I got was “I’m already going home”, for a paying customer that is very rude and unacceptable. The store was still physically open and it was still 16:00. I opted to do my transaction online

Couldn’t be more disappointed. Bad service and huge mistakes that’s their every day bread and they don’t even care… stuff will use your lack of knowledge about gold and ring materials and even that they offer resizing can’t be trusted! They resized ring allegedly one size down and miraculously it’s 2 sizes down!!!! Diamonds became dull and cloudy after one damn week!!! Waiting time to get ring back from resizing is 5 weeks. 5 weeks!!! Apparently diamonds were cleaned but still cloudy and Matt not shiny. Be ready for lots of tears and depression if you buy there…

Put my watch in to get battery replaced. Fixed/finished in time. No problems experienced.

professional, polite and very helpful

My second visit recently to the H Samuel shop in Kingston upon Thames where the staff were welcoming and the service very efficient.

Very good customer service

The lady that served me was very welcoming and helpful. Although the quality of my ring isn't great, it has scratches on it already. Thank you

Really good experience. Good selection, good value for money, absolutely top-notch customer service (Bekky? Becca?) and great to get an NHS discount - nice to be recognised. Thanks!

Good welcome, helpful staff.

Excellent customer service keeping updates on progress of watch battery repair