H Samuel (Shop) > Reviews (25)

Episode1:
I went to H Samuel to have the battery of my expensive watch replaced. The young and inexperienced sales girl scratched the back of the watch in the process. When I complained, the manager told me that it's "normal" to have a watch scratched during battery replacement.
They offered me to send it to Casio to have the back substituted.

Episode 2:
Two months later the store manager calls me and tells me very rudely that there is nothing they can do about my watch and that all Casio had done was to confirm the damage. She wouldn't let me talk, she was so rude, so I complained about her and her responses to me.

Episode 3:
Today my wife picked up my watch from your branch and I am speechless to see the condition in which it was returned. They made her wait in excess of 30 minutes and every time she asked information they rudely told her that the watch could not be found and that she just had to wait while they looked for it. The whole of the watch is now extensively damaged. New damage that is. The bottom of the case has been further and EXTENSIVELY damaged; the steel belt has fresh and deep scratches and the case is also extensively marked with deep-fresh scratches, which have been inflicted with a cutting took and obviously done on purpose. Also the turning crown on the face of the watch is deeply scratched. They are not the kind of scratches caused by dropping the watch on the floor or by handling it; they are deep scratches done in a drawing pattern - most definitely not accidental.

When I left the watch I was particularly keen in asking the assistant manager to state on the receipt and on the computer, that apart from the back of the case, the rest of the watch was fine and free of any scratches. I am sure you will find this information in your system.

As I previously mentioned, this watch had a particular sentimental value to me and the 60 Pounds you are going to send me will not cover this sort of irreparable loss. There are no parts to exchange... the whole thing is damaged way beyond repair. I am deeply disappointed with the behaviour of your store manager in Sutton, that was obviously disappointed in me complaining about her rudeness and uncooperative attitude over the telephone. This is not the way to behave, it is quite simply uncivilized.