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Can H.Samuel refuse to show negative reviews?
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Johnny_T
Posts: 38 Forumite


** EDIT ** I've just tried again and successfully managed to leave 1 star reviews for the necklace (I originally left a 2 star review but have docked a star for the messing around). Maybe it depends who ends up checking the review??? Please ignore the question as it's not really pertinent now but I can't find a way to delete it ***
Hi all,
I recently bought 3 items for my wife's Christmas from H.Samuel. A watch, a necklace and some earrings.
When they arrived I was very disappointed in the necklace. It was very cheap looking and the photos had made it look a LOT better looking.
They sent me an email asking for reviews for the three items. I reviewed the necklace as 1 star. But, because I wanted to balance my review, I gave the watch four stars (as it was fine and the quality I expected).
I almost immediately got an email back saying my watch review was approved but I didn't hear anything about the necklace review. Then got an email this morning (a week later) just saying my review didn't meet their guidelines and a link to "edit" my review (which doesn't work) and a link to their guidelines which just goes to their customer service page. I've their T&C's etc and there's no mention of 'reviews' apart from saying any info entered will be publicly viewable.
Is this practice allowed? Or is there somewhere I can escalate this to?
Seems petty I know but they've taken £150 off me (all my Christmas money) and left me with a load of crap for my wife's present. I can't send it back as I they had wrapped the necklace up in a little bag with a "break the seal and you've bought it" note on it but you had to break the seal to open the bag and see what was inside. Basically they've spoiled the gift-giving part of my Christmas and I'm annoyed and upset :-(
Hi all,
I recently bought 3 items for my wife's Christmas from H.Samuel. A watch, a necklace and some earrings.
When they arrived I was very disappointed in the necklace. It was very cheap looking and the photos had made it look a LOT better looking.
They sent me an email asking for reviews for the three items. I reviewed the necklace as 1 star. But, because I wanted to balance my review, I gave the watch four stars (as it was fine and the quality I expected).
I almost immediately got an email back saying my watch review was approved but I didn't hear anything about the necklace review. Then got an email this morning (a week later) just saying my review didn't meet their guidelines and a link to "edit" my review (which doesn't work) and a link to their guidelines which just goes to their customer service page. I've their T&C's etc and there's no mention of 'reviews' apart from saying any info entered will be publicly viewable.
Is this practice allowed? Or is there somewhere I can escalate this to?
Seems petty I know but they've taken £150 off me (all my Christmas money) and left me with a load of crap for my wife's present. I can't send it back as I they had wrapped the necklace up in a little bag with a "break the seal and you've bought it" note on it but you had to break the seal to open the bag and see what was inside. Basically they've spoiled the gift-giving part of my Christmas and I'm annoyed and upset :-(
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Comments
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Yes they can and many sites do such .
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They can put whatever they want on their site. If you bought it online though they cannot stop you returning by putting it in a bag with a seal. You can still return it.4
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KatrinaWaves said:They can put whatever they want on their site. If you bought it online though they cannot stop you returning by putting it in a bag with a seal. You can still return it.
Am I still okay to return it??
Thanks0 -
The watch and necklace can be returned (so I believe) - unsealed or not. I don't think they fall into the valid exemptions list for hygiene reasons.
The ear-rings (assuming they are NOT clip-on) are exempt from change of mind cancellation if they were sent sealed.3 -
Any news OP ?
Did you send the watch and necklace back ?0 -
Didn't send them back as I didn't have time to buy replacements. I showed them my daughters and they said they looked fine so I just gave them to my wife for Christmas. She said she liked them and preferred they were "understated". I have put in a 1 star review on Trust Pilot and so will just chalk it up to experience and never use H.Samuel again.
Thanks for checking up on me :-)0 -
With the lock-down so many companies are rushing to get their goods on-line ... and the 'feedback' ratings, whist not necessarily 'paid for' or otherwise 'faked up' are plainly an important factor in building customer confidence. So I'm not surprised they were slow in putting up your negative review...
TrustPilot has it's own issues (too many 'faked up' positives IMHO). I stick to Amazon and only ever check the 1*' and 2*'s - these are (IMHO) more likely to be real than the 5*'s ...0 -
steveb_mse said:With the lock-down so many companies are rushing to get their goods on-line ... and the 'feedback' ratings, whist not necessarily 'paid for' or otherwise 'faked up' are plainly an important factor in building customer confidence. So I'm not surprised they were slow in putting up your negative review...
TrustPilot has it's own issues (too many 'faked up' positives IMHO). I stick to Amazon and only ever check the 1*' and 2*'s - these are (IMHO) more likely to be real than the 5*'s ...
If you only ever read the 1 or 2-star reviews you'd never buy anything.1 -
The only reviews I totally discount (and always flag as useless) are those were the person has been incentivised to write the review. The 1 and 2 star reviews are useful for seeing if there is an inherent issue with the product - but you have to wade through various people on on for a rant (because the cardboard box it came in was the wrong colour - or something equally useful). However the other reviews are useful for those that understand how to use an item and use it as designed - to see how robust it is.I don't care about your first world problems; I have enough of my own!0
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Of course the can. Their site, their rules. That's why you should never trust reviews made on a retailers site!
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