“Absolutly disgusted with my experience with goldsmiths! I tried a Tag Huer watch that came too large and so went to their Reading store to have a link removed. The watch was still too big and so i was advised to return it (due to it being paypal) it would need to be sent by their arranged courier. I then received a call today stating the watch could not be returned due to the links removal (even though done by store!!). They then retracted this and stated the watch was scratched so they would partial refund minus cost of buffering. When i asked to speak to a manager i was refused and told they would contact me. Still waiting.. This is not the service i expect from Goldsmith!! Stay clear!”
“OMG what a bad experience with Goldsmiths. Without going into too many details we purchased a new watch last September. Which had a major winding issue. No problem as it was covered under the warranty but there was a chip on the screen(allegedly) which meant that after the repair they could not fully test and would not honour the remainder of the five year warranty!
Unless replaced.
Goldsmith offered a £59 goodwill gesture which is obviously their margin but given the fault should never have happened….we all know that watches are on short supply which will be effecting Goldsmiths(Watch's of Switzerland ) profit margins but this is a really low attempt to gain more margin. The manufacturer of the watch should be ashamed at selling a product not fit for purpose and not even worried about customer experience.”
“Awful dealer spend 1000s on a watch they promise next day delivery the fake an “it” issue so don’t dispatch.
then lie there way out of there awful level of customer service and still no refund,and no further information.
avoid and buy elsewhere learn from my mistake”
“My daughter got a necklace as gift for her 18th birthday from her Godmother. When she opened necklace chain was all tangled in a knot. Couldn’t get out so will have to go to another jewellers and pay for them to fix. Don’t want to upset her Godmother as she will be so disappointed that my daughter is unable to wear necklace.
Need to change how they package chains in their delivery service!!!”
“I bought a Tissot ladies watch which was quite expensive last year in August and it’s gaining time and running fast. Went in for repairs twice and it’s still not right. Wrote to customer relations who said if it happens again we will give you a refund. But no they want the watch back in for a 3rd repair. Have been a loyal customer but will not be going again a very disappointed customer.”
“Very poor customer service put a insurance on my TAG bought at Goldsmiths it lapsed with out me knowing the said when I took out the policy that I would get a reminder letter but one never came now im left wanting to renew a policy and not allowed to becouse it had to be done within 30 days of It ending customer service say they
will not help .
Thanks Goldsmiths”
“Very poor service -avoid
My husband ordered me a necklace for Christmas, I opened it Christmas day and it was tangled badly, I spent hours on Christmas day trying to release the knot in it, I sent photos on Christmas day to Goldsmiths... 4 days later and after all of us had tried to unknot it then it snapped, the whole reason it snapped was probably due to the pulling of it and trying to unravel the huge massive knot in it. I have never seen anything like this, my husband said he chose GS because it was a quality brand,
Eventually the customer service came back to me and offered me a voucher, although I wasn't pleased as I had a gift that I couldn't wear on Christmas day I thought well at least I can buy another one!
The necklace was £120 when the voucher arrived I was shocked that it was for £25.... seriously - what can you buy from GS for £25 so evidently they wanted me to spend more money.
GS now owe me £95 and I have got nowhere with them at all. I am furious and won't even use them again - I am only sad that I cant upload a photo to show you how bad this was!!
To be fair if you read all their replies to the complaints on this portal they are all generic.”
“As usual, the best service from all staff at Goldsmiths Basingstoke.
It doesn't get any better!! Purchased my Doxa Sub 600 today.
Totally enjoyed the experience!
Pure perfection
See you all in 2022
Adam (Mr Seiko)”
“I ordered 2 pendants for my granddaughters Christmas presents with a promised next day delivery. It is 4 days since the order and nothing shipped. No response to my email. Quite frankly, their on line service is badly broken judging by this and other customer feedback. The CEO must take responsibility for the bad service and damage to Goldsmiths brand image. Another Ratners perhaps.”
“Appalling service! I ordered a watch which was meant to be delivered the next day. I waited 5 working days and still got nothing! I then called them and they said 'it got stuck in the system' and promised me it'll get to me the next day. I waited three more days and still got nothing. I had to make another call and cancel my order. They then said I would get my refund in 3-5 working days... it has been two weeks and I still have not got my refund. This is really disappointing. When somebody orders from your website it is the organisations' responsibility to ensure the item is delivered on time or the refund is given on time. This poor customer service will only leave customers stressed and anxious about their money. Now I made another call and I was told to wait another 3-5 working days so that they can manually refund my money? Really really poor. All I wanted was a watch and now I've spent nearly 4 weeks chasing it and worrying about my money.”
“Ordered a watch for next day delivery as confirmed on the website. It did two days later, still nothing and no communication, so chased them up only to be told that it wasn't actually in stock and would be "at least" a week with no confirmed date. Cancelled the order, got a refund and bought it elsewhere, it was then delivered the next day.”
“jenny packham eternity ring which was…
jenny packham eternity ring which was warn in lockdown for 8 weeks 3 briquette stones all spaced apart and separated by round diamonds became loose, round diamonds are still fine, but apparently a diamond has a chip so its accidental damage, yet its never been banged, two different store assistants accessed it and wrote no scratches or chips yet they are adamant its my fault, funny how only the briquettes are loose and not the round diamonds! surely if I had banged it the shape of diamond wouldn't matter, it would just be all the ones next to the chipped diamond! also no assistants saw a chip after scrutinising it and taking pics etc, my paperwork states its in good condition, if they can't spot it, how do I know it wasn't sold with the chip??? 8 week old ring and all these issues, may I add the ring sits next to a large engagement ring which would take the brunt of any knock and thats absolutely fine too! so probably sold with the chip or they have caused it when it's been in there hands!”
“Called them too have a link added to my Breitling chronomat watch. I was told a simple NO...The reason was " I did not buy it from them, so they will not do it"
Disgusting attitude and service to customers that have not bought from their shop. I called another jewellery shop who was very happy to do it for FREE...
Very sorry to see this from a high end jewellery shop. Pure Snobbery...”
“After paying a few thousands for them to remake a ring from scratch, the main diamond started to move after a few days. They sent it back and said that it was my fault and wouldn't cover the repair, we paid for the repair.
I now had it back for four days, been extremely careful and didn't wear it while doing chores or whatsoever. Figured today that now one of the diamond on the side baguette is missing. Really disappointed, those diamond of this ring come from my great gran.
Don't go to them if you want to design a ring.”
“Ordered a watch with special delivery and paid via paypal. They took my money and sent order confirmation, but after many days and no dispatch notification (past when item should have arrived) I tried to follow them up on why order had not been sent.
Another week goes past and I have still heard nothing so I try again with their customer relations department as well as official email and many days later got an email stating that the item was out of stock.
So they are selling items not in stock and then forcing you to chase them up to get your money back which they took instantly. I am still waiting on a refund now. Even the worst ebay traders behave better than this.
Frustratingly there is no phone number anywhere on their site or elsewhere to call to resolve, but they did include one in their final message so please use below if they have messed up your order and you'd like to speak to someone.
0800 849 5051”
“Do not buy online from Goldsmiths. I had to wait two weeks for my wife watch. Then I ordered two watches for myself and non been delivered. Next day delivery is a fraud so be careful. You will never get your things delivered over the weekend if you order something late. Trust me. Tried twice. Customer service is appalling and not available Sat/Sun. Abdulla who answers most calls is hopeless and clueless. Cannot help with anything. Chat is useless as people who work there cannot help with anything too so what’s the point. Shame as I wouldn’t expect this sort of service from such a brand. Simply shocking.”
“Basingstoke Store/Head Office
I would rather give 000 stars. The manager at Basingstoke is RUDE has no knowledge customer service. Do Not ever put in anything for a battery replacement. Overpriced, we had an argument to get it back and a refund if a deposit. Let’s remember your giving them your property. I will never recommend Goldsmiths to anyone and will never return to buy anything again.”
