"Really great shopping experience"

Really great shopping experience. Emma was brilliant, she organised it so I could pickup my item from Matlock. The lady in the shop was friendly and professional.
I will definitely use this jewellers again.
Excellent jewellers thank you.

"The staff were very pleasant"

The staff were very pleasant, but we left the shop not really having any answers, and worse, no idea of the delay that then happened before the gift arrived. Had we been told that it would take weeks, we would have gone elsewhere.

"Disappointing Customer Service Experience: Misleading Information and Deceptive Practices"

I regret not having checked the reviews regarding delivery and refunds before making my purchase. As of now, the watch I ordered still displays an availability status of 'order now'. Unfortunately, this vague language does not convey that the watch is currently out of stock and entails a two-week waiting period. Additionally, I was offered the option of next-day delivery for £15 during the purchase process. After not receiving any updates for 48 hours, I reached out to the company via email. However, it took them 24 hours to respond, informing me that the watch would not be in stock in 2 weeks.

I called the company immediately to cancel the order and spoke with a gentleman who didn't give his name. He was very abrupt and dismissive, saying he would cancel the order for me. Not convinced, I asked if I would receive a confirmation that a cancellation had been made, and he replied, "Yeah, that will be with you in a minute," before ending the call.

Forty-five minutes later, with no confirmation, I called back and spoke with Leah, who seemed much more interested in dealing with my case. However, upon asking, she confirmed that the order hadn't been cancelled at all - the previous chap had just lied to me! Leah was able to cancel the order and said I would get an automatic cancellation email - when I said this hadn't been received, she replied in a snarky tone, "I can't write and talk on the phone at the same time". This was confusing as she'd just told me it would be an automatic email. Either way, it's not a great way to speak with a customer let alone one who has just been lied to by your colleague. She proceeded to tell me that their website and delivery options were not misleading and totally normal practice as if, with 30 years of consumer experience, I didn't have a valid opinion. The refund will now take 7-10 days... quite excessive. When I asked for confirmation again that the watch had been cancelled, she was clearly growing tired of the conversation and said, "Yes, yes, refunded, refunded, refunded".

Although I acknowledge that I may have been excessively cautious, given the circumstances of being misled, having already made a payment, and subsequently being lied to about the cancellation, I want to stress that I remained polite throughout. I found the behaviour of both staff members shocking.

EDIT: I've just noticed they hold another Trustpilot page under 'Cwsellors' with many more similar reviews to mine. Very alarming company with clearly dubious intentions.

"Great service"

Great service. My watch took longer to arrive than anticipated but I was reassured.

"Ensured the size product fits correct…"

Ensured the size product fits correct before shipping, made my custom feel valued

"Great experience"

I planned to order online, but it requested that I phoned up as there was no delivery date. I spoke with Emma who was extremely helpful and took my order over the phone. She was professional, positive and efficient. A great service all round.

"Goods not delivered despite contacting…"

Goods not delivered despite contacting custom service . Necklace was finally delivered on 20 March. Thank you

"Excellent product and service. "

Excellent product and service from friendly and helpful staff.

"No return address…"

I emailed on 5th March asking for a return address as earrings were much smaller than I expected, my fault and I would then have ordered larger ones but my email has been ignored. You must have assumed that no one would want to return as there was no return information so very disappointed to have wasted my money.

"Beautiful Watch"

This was the perfect watch for my son for his 60th/retirement. Beautifully presented. I know he will love it. Thankyou.