Here is a letter I sent ages ago to your head office, I never did receive a reply. Your service is appalling. Not I, nor my family/friends will ever enter one of your shops again. "H.Samual, I would like to register my dissatisfaction with our experience of H. Samuel. I purchased an eternity ring for my wife as an anniversary present in August last year and took up the offer of insurance at the time. Within 7 months, the centre stone of seven identical stones fell out. The stone was lost. On close inspection with a loupe, I could not identify any issues with the claws, they looked identical to all the others. On presenting it to your (hopefully) trained staff, they came to the same conclusion and noted it on the paperwork. After you had the ring for a couple of weeks we were notified that the assessment was that my wife had somehow damaged it. Even though this "damage" was invisible to myself (a highly qualified engineer) and your staff, someone concluded that it was our fault. you denied any liability for a ring that fell apart in seven months. It is difficult to understand how a stone, protected by three other stones on two sides had received an impact sufficient to dislodge it. Also my wife has arthritis in her hands, any strain or knock leaves her in pain for a number of days. In short, she would have been very aware had the finger received any trauma. This was not the case. We were therefore forced to have the ring repaired through the insurance. After a nine week wait, we were informed that we could collect our ring and that we had to bring our receipt along. We dutifully set out from our home following your instructions regarding the receipt and expected to be heading back with the ring repaired and now free of faults. Firstly, on attempting to collect the ring I was asked to pay a repair bill of £309, to which I strongly objected. Nobody had bothered to take note that this was being done through insurance, which is a basic failing on your part. As evidence, I produced the insurance docs again (they had already been noted on the first visit when the defective jewelry was submitted for repair) to which, your staff conceded that it was indeed free of charge. I was then asked for physical I.D. and told that nothing on my phone would suffice. If this is the case, this information should have been included with the instruction to bring the receipt. It's very simple to give and to follow two straightforward instructions. We were not allowed to leave with our ring, a situation which left me very angry and my wife fighting back tears as we left the shopping centre. This failing in your communication caused us to endure a 1.5 hour round trip back home to return with acceptable I.D. Can you imagine how incompetent this made you look and how annoying this might be to your customer? My wife now has mixed feelings about the ring, not only is the sentiment tainted with these bad experiences but she has also expressed a reluctance to wear it incase more mounts fail. I wish I had something positive to say but not even the staff seemed very sympathetic, the whole ordeal was despicable.