“Ordered 2 pairs of earrings which were lost in transit. I had to keep ring Goldsmiths for updates. Eventually a parcel was delivered containing one set of earrings. Customer service were hard to speak to and not helpful at all. They have now agreed to investigate. Worst customer service I have experienced. Do not buy from them.”
“Placed an order on the 11th for a new watch, then somewhere between it being packaged and dispatched its been lost, we are now on the 21st of the month with no watch. Being told I have to wait another 7 days for it to be dispatched and cannot get it sent to my local store for collection. After multiple chats with the virtual team was finally told what was going on and that they didn't know where it was and was pending an investigation, I said I don't care anymore I just want my watch now another 48 hours after that conversation iv still not even received an email saying my order is pending dispatch.
Customer service is absolutely diabolical, I wont be using goldsmiths again after all this is resolved which is a shame because I was very interested in a Tudor.”
“Spent over £1000 for a new watch…arrived and was clearly a customer return…all seals broken, sticky stuff on the box where labels have been removed. Customer service unhelpful and really non existent…won’t be buying from Goldsmiths again”
“Worst company ever. Better off using a different one. Lie in emails and then when you call them out on it they send Bot answers. Lie about next day delivery then have you waiting 15 days. What a joke. DO NOT USE.”
“Such a shame I cannot score zero, what’s happened to customer service? I have bought several Rolex watches from Godsmiths in Nottinghamshire only to find customer service getting worse. Turn up at store ‘have you made an appointment” no one available to help. Phone twice no reply on either occasion so leave message requesting phone call back. No call back received.
Phone third time and finally get an answer, no appointments today!!!!
Goldsmiths seem to forget they are a shop you turn up but something and leave, easy and simple why make it difficult.
I previously put my name down for a Rolex and did not even receive a curtesy phone call saying the watch had been discontinued. Why not ask if I was interested in a different model.
It was once suggested I buy a Rolex Oyster in the hope it would help me get up the waiting list for a sports model.
I could go on. Absolutely appalling.”
“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.”
