“Terrible customer care. I ordered products which was never delivered and the order was cancelled ( money not returned as per emails within a time frame - chased them now). The way they treated a customer-me- is unacceptable due to the fact, that last week a customer care confirmed delivery to another store in coming week, and email sent to me was : your order has been cancelled. No one from a customer care communicated with me a fact that the order was cancelled ( 2 agents checked the order number). I just gave up on this company and will never buy from them. When you go on live chat - very long awaiting time, if you call them, no answer, if you email them, takes few days to hear back or no response. I needed my order by now ( purchased 9th March) and was left with no communication, no apologies, and no refunded money since 4th April until now. So be very careful if you buy from them as ... 1. It will not arrive in time. 2. You will not be able to hear back from them with accurate details. 3. Your order will be random cancelled with no refund.
Basically, they have created a huge anxiety in last 2 weeks and showed no respect to customer who had commitments and deadlines.”
“I purchased a wedding band from Goldsmiths in Manchester Trafford Centre as a 10 year anniversary upgrade on our way on holiday. Within 8 months one of the diamonds in the ring was clouded and dull. I took the ring into the Meadowhall lower ground store and was made to feel like a hindrance to the staff team. Firstly they accused me of damaging the ring, which I had not and I explained it was worn in situ with my 15 year old engagement ring that was still in pristine condition. Eventually they decided to send it off to be evaluated at the workshop and I was told if the damage was found to be my own there would be a charge for repair. The whole experience was awful. I was confident there would be no charge as I had not caused any damage to the ring. Months later I am chasing the response to be told the ring requires 5 diamonds to be reseated in the casing and that a new diamond needs to be sought for the one that has gone cloudy. Goldsmiths refuse to accept the ring had poor craftsmanship and was faulty, however offered to repair free of charge. The ring cost thousands and I have now out of the 9 months owning the ring been without it for 3 months whilst it's with Goldmsmiths with no estimated date on the rings return. Absolutely shocking customer service and will never buy from them again. Seems like this is a common occurrence with Goldsmiths.”
“I completed the online form weeks ago and sent in further photos of the Rolex my father purchased from Goldsmiths in fact he purchased two Rolex for himself and one for my mother all from Goldsmiths. They did not contact back with a price or suggest going into a shop.
I telephoned Goldsmiths 0800 number and spoke with a gentleman and told him of my displeasure. He took my details and was going to sort out what had happened (I even had confidence that I would shortly receive a communication). That was five working days ago and still nothing!
It would seem all they are interested in is selling a watch as there after they could not care less! I certainly would not buy anything from them in the future.”
“This company is a joke my wife had a voucher from when we got robbed she went into goldsmiths to spend it also knowing as a career she cares a blue light card which I titled her to a 20% discount but when she tried to use this was told she could not use voucher and discount and they would not give reason for this what is difference between voucher or cash/card not a great way to treat us”
“Avoid online website it's scam.The dpd left outside my expensive parcel and now it's lost.i spoke on live chat with Edward and he said call the police and resolve your issue.So shame to do that to disable people.shane on you”
“I do not ge erally write bad reviews but I am afraid I had a really bad experience with Goldsmith. My Mrs bought me a platinum wedding band. Goldsmith is a reputable brand so we decided to buy from them as wedding band is something that should be good quality and last long. We paid for home delivery, however 4 weeks on we never received the ring. Contacted the shop and we were told unfortunately there has been an error and ring is delivered to an incorrect address and we were asked to come and collect from the shop, which we did. So the ring was delivered 8 weeks after we placed the original order. Up until this time we give them benefit of doubt and don't fault their service.
Within 3 months the ring started to wear out from one side. We contacted them and their immediate response was it's wear and tear. Our first question was should it wear and tear to this level within 3 months. They couldn't answer and were looking for excuses such as you must be working in a hostile environment or gym or else. I work in office environment, do not go to gym (closest is karate) and there is no rough handling. Above all why would it scratch from one side? I do take ring off when I go Karate, so what are the chances I wear it on the same way everytime.
Then they couldn't find out details on their system. We were told they have 2 systems and they can only access 1 due to data protection act. Absolutely rubbish. They don't even understand data protection act. Imagine if every retailer started using this excuse we will be in a deep s**t.
We were asked to bring the reciept to prove purchase. We brought the receipt in the following day and they sent it for assessment.
We then received a call back a few weeks later telling us it is wear and tear. I requested on what basis this statement is made to which they said supplier would look at the ring composition and metal composition etc. I requested their assessment report and I was told, no we will neither request the supplier for such report nor we will share such details with you. It is clear they didn't have auch details and probably none of that take place in the first place.
I was told as a good gesture, they are willing to offer us a discount of £20 on the ring refurbishment. A slap on my face!!!!!!. I can get the refurb done much cheaper else where.
It was my first and last time. I understand they have good Sales customer service but really bad after sales customer service i.e. when things don't go so well. There is a huge choice on the high street and we have never had issues with rings in the past....My Mrs love her jewelry and she got plenty of them.
Thank you Goldsmith, you have lost me as a customer and I will certainly warn all of my friends and family about the quality of your product.”
“Hi
I bought a bracelet from Goldsmith but was faulty. The customer service is so poor that I can't recommend Goldsmiths to anyone. They repeatedly gave misinformation, procrastinated, ignored and avoided my requests to speak to senior and tried to suggest that the bangle was faulty as I broke it. Inspite of the bangle being in warranty period they are asking I will have to pay for repair.
It was impossible to get any answers from their online chat service as they said someone will contact you as soon a possible at the end of each chat. I requested video chat but was first put on text chat, then when I suggested I was wanting a video chat, they put on voice chat where there was so much background noise that I could hardly hear anything.Again on prompting that I want a video chat, the third time I had a video chat with someone but again the outcome was someone who belongs to that department will contact me as soon as possible. It has been 3 months already and still informed by an email that it may take up to 12 more weeks to investigate the problem. They just keep sending standard pre-written emails and messages during their correspondence without even bothering to tailor it to the customers questions. My experience was that they were not interested in the customer after the sale is done.
I have not come across such rubbish , rude and unhelpful customer service anywhere.
Please think twice before buying any item particularly that is high end and not made in UK as you may end up waiting months getting frustrated if there was an issue with the product.”
“Visited Goldsmith Liverpool One , I have a Cartier Santos watch that required repair . I was met by a smooth sales guy named Neil ,who from the start doubted the watch was mine , asking if i had a card for the watch along with the original box , if he would of checked his records he would of noticed i have purchased 2 Cartier watches from the branch over the years .without even checking his records .It was obvious from his manners he was questioning did i own the watch ! The conversation continued for 5 to 10 minutes with his rudeness , until he provided me with a time schedule for the repair , i made a comment that previously i had the repair undertaken at London Cartier , he replied with ‘why dont you take it to them ‘ I will now shop else where in the future , due a disrespectful sales person named Neil .”
“previously put my name down for a Rolex and just been made aware after 4 years waiting your request has been cancelled as the watch is no longer available due to the watch being discontinued.
Surely they can send out emails to everyone or a news letter to saying this.
I also get told that I am very unlikely to be offered a Rolex of my choice unless I purchase other watches first.
If you’re not going to let someone buy the particular watch they are after why advertise it.”
“Very disappointed in this company. I ordered a watch last Saturday with a next day delivery, including Sundays. Nothing turned up on Sunday, so I contacted the customer support who assured me the watch would be delivered on Monday. It's been a week and I still haven't received my ordered and have no indication of when it will be delivered. I can only hope that the product is of good quality if or when it finally turns up.”
“Purchased a gold diamond eternity ring costing 1000 pounds had it valued by 2 jewellery shops there valuation took me by surprise they both valued the ring at 60 pounds unbelievable embarrassing and definitely wont be going back to goldsmiths Birmingham”
“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!”
