H Samuel - Disappointing service

jd87

I don't believe poor customer service should be ignored so I just want to share the experience I had with H Samuel today.

I bought a watch from them a couple of weeks ago. The sales person took a few links out of the strap when I bought it but I haven't been a watch wearer in years so I couldn't decide at the time whether the fit was quite right or not. I was told that if I decided I needed another link taken out I could take it back to any H Samuel and they'd be happy to make another adjustment.

I went back today and even took the receipt with me to prove I'd bought it from them. The store wasn't really that busy but there were only two staff and one of them was being monopolised by a dithering old lady, so at that moment they were probably a bit overstretched. After waiting patiently one of the staff finally came to help me and I asked if they'd be able to make the adjustment and showed my receipt. What happened next completely took me by surprise - I was told "we're far too busy to do something like that now so you'll have to wait until tomorrow now".

I could understand this if I hadn't even bought it from them, but the fact is they weren't all that busy. I was too stunned at the time to make any fuss about it so I just accepted it and left. I don't know when I'll get chance to go in again any time soon.

Anyway - the message is H Samuel's after sales service might not always be what you would expect.

fto

I thinks its pretty good customer service,if they offer to alter the watch strap twice free of charge.

jd87

I see your point, but then the fact is they offered it but then didn't live up to the offer. I just got the impression the sales person couldn't be arsed, which in a place like that is a bit unforgivable.

chocdonuty

perhaps they already had a pile of watch straps to do out the back? just because there are no customers doesn't mean there isn't work to do!
Although maybe there was a better way of phrasing what they meant.

Techhead_2

I would say that they have offered good customer service. It could have been put better, but you have to allow them to manage their business as you can't know what work is going on.

(Incidentally, do you not see the irony of your rather disrespectful comments about the dithering customer, when you are dithering about the fit of the watch)