Fraser Hart Reviews

Had a fantastic experience in the princess street Fraser Hart buying a watch. Staff where friendly and welcoming on arrival. Knowledgeable about the products aswell.

To say I am disappointed is an understatement I have had my eternity ring only 3 years it was bought for my 25th anniversary but it has snapped at the back was told its wear and tear what after 3 years the idea is to wear it for ever not just 3 years it must be cheap gold because the ring wasn't cheap

Would not recommend this business to anyone (Plymouth Branch). I had a watch purchased for me for Christmas which needed two links removed from it. Fraser’s was the only dealer in Plymouth that sold the brand open on the day. I explained I was unsure if the watch was purchased from them as was a gift. They was simply not interested unless I had proof of purchase from them. I was not expecting this service for free and was happy to pay. They stated they was running skeleton staff which I understand but there was not one person in the dealer. He couldn’t have been less interested if he tried. I ended up getting the links removed in 5 minutes and the watch set up by a far more professional dealer the day after. If you are looking to spend money on a luxury jewellery item I would not recommend them for their after care.

I always look in the Fraser Hart window in Bedford's Harpur Centre. The diamonds and other stone products look fabulous. I ordered a Citizen eco drive watch for my wife and picked it up saturday. The watch was in a sale and has a 5 year warranty, plus an extra year if registered on line. The watch looks great, in a smart container, and Nicely wrapped by Karen. I was impressed by the staff here. Informative and friendly, and I am sure I will be back for an item my wife likes .

Bought an item of jewellery for my fiance from the Bernstones branch in Argyll Arcade.The staff were very friendly and helpful particularly Eleanor who assisted me.Warm and professional service.Well done Eleanor and the others

After an issue with a failed online transaction during lockdown, we had been passed onto James and Lisa at the Bromley store. I can safely say that both James and Lisa have restored my faith in Fraser Hart and I couldn't recommend them enough. Their customer service skills are impeccable. After numerous calls and emails, constant back and forth (even in the early days of reopening with restrictions being lifted I can only imagine how busy they must have been) both James and Lisa managed to fulfil the transaction. They went above and beyond and I am truly grateful for everything they have done. On a separate note, the Croydon branch has unfortunately closed down but I just wanted to mention that Janet who worked there was amazing and another asset to the company. My only feedback to head office would be to look at their 3rd party security company and review their online payment procedures, to ensure that they are not hindering the company's reputation and losing business for Fraser Hart.

After shocking experiences in retail this year as almost any store you go to, you then have to leave with the feeling that they did you a favour for letting spend your money in their store. Opposite of that you experience in Fraser Hart Lakeside. Few months ago popped in to see if someone would change a strap for my Oris aquis watch as it needed a special tool to get it done (Visited 2 stores who stock Oris watches and they haven't done it) Was greeted by Imran one of the nicest and most professional people I had met this year, who did it free of charge even when I offered to pay for it. Later on helped me with the repair of the same watch free of charge! Very professional and pleasure to deal with and kept me informed on the process. Had a chance to meet other people who work there when I came back to buy some earrings for my wife and all of them where really nice and professional. I will definitely be making my future purchases in their store and I would recommend to the same to anyone else.

Outrageous

I bought a Tissot watch worth of 315 pounds for a one year anniversary. I received the pack which was ridiculously packed, just a small sticker. I opened the pack and the box where the watch was supposed to be and surprisingly it was empty. The pack seemed to be unviolated but definitely not sealed properly. Never ever again will I make the mistake to buy anything from them.

This jeweller has different things to many of the high street shops. I live in Leicestershire and quite happily make the journey to the Peterborough store. I see something on their website, ring in advance to see if it’s in stock, arrange a visit and they’ll reserve the items for me. Kelsey is polite and helpful, as are all the staff that have helped me whenever I’ve been.

My engagement ring came from here. I loved it, but after having it for 7 months, one of the diamonds fell out (it was a 3 diamond ring). I can’t remember catching it or anything, I just noticed that one had gone. I can’t find it anywhere. We took it back to the shop in Colchester and have been told that it isn’t covered for repair under warranty as I have damaged it. I wear it every day, as you would expect for an engagement ring, but took good care of it, of course. They now want £510 to replace the diamond. I’m devastated, We have had it 7 months (I’ve worn it for 6). I would never ever buy from here again, the after service is terrible (well it seems there isn’t one). Absolutely gutted.

I visited the Grand Arcade store in Cambridge. I was met by helpful courteous staff and seated at a desk whilst he obtained the watch I was interested in.

The Covid secure measures in place meant that I was able to view and try on the watch in a safe manner whilst I considered my purchase.

The salesman, was polite, helpful and good natured as he presented the watch and gave me time and space to make a decision.  There was no pushy sales technique, just polite conversation and good humour.

He was open to negotiation and a deal was struck. I found the initial price reasonable and was delighted with the agreed price.

I found the whole experience extremely pleasant.  I bought a brand I know and trust, the store was clean and presentable and even before the coronvirus I've found the buying experience excellent.  You are seated at a desk and goods are brought to you allowing  you to make your choices.  I have found the staff knowledgeable and easy to deal with.

I have no hesitation in returning for other purchases or when it is time to get my watch serviced.

Frazer Heart Cardiff known as Crouch St David’s Centre.

What an experience never to return.

Here is my wife’s & my experience with this shop.

My wife recently purchased a Neckless from this store on the 20th Oct 2020, whilst shopping in the city with my daughter,

After purchasing the neckless in question from the said store, my wife decided the following day that she would like to pop back into the store and look at a matching bracelet that matched the recently purchased Neckless.

My wife & I returned to the store that afternoon 21st Oct to be greeted by one of the sales ladies who remembered my wife form the previous day.

The sales assistant presents us with the bracelet & we decide to purchase the jewellery in question.

There was another item that caught my eye, which I was interested in and would have liked to have purchased along with the bracelet which was a Rado watch.

This watch was a display model & already been discounted down to £1400, a reduction of 21% off list. But I thought I would ask the question to see if there was any more movement off the sale price.

The sales assistant said she would have to ask the shop manager, who was on lunch at the time of discussion, so we said we will pop back to the shop In 15 minutes with a view to purchasing the bracelet & the watch in question,

Bearing in mind that my wife spent £1500 the day prior and I had just agreed to purchase the bracelet for £1120.

On my return to the shop the sales lady was with another potential customer who unfortunately was unable to see my wife & me.

Therefore we were approached by an alternative colleague, who was aware that I was interested in the said watch, so she then got the manager to approach my wife and I and she told me that under no circumstances could she offer me any further discount and the sale price was the selling price and took great opportunity to tell me that I already had discount off the bracelet, I was purchasing and gave the impression of how much more discount did I want from them, which I found her custom to be aggressive very rude and abrupt.

With this attitude I was taken back and a bit reluctant whether I wanted to peruse with the purchase of the bracelet, but we did, my wife then asked if they could supply small contribution of a cleaning product so she could clean the bracelet & neckless when it required cleaning, in a further abrupt manner the answer was no that’s £8 extra, by this time I was pretty displeased to say it mildly having spent £2600 and she couldn’t offer a free cleaning solution with the product £8 retail, In question this item probably cost price to their business £3. You can imagine how we are both feeling by now.

But it gets worse

The Sales assistant that’s dealing with us presents the newly purchased bracelet (£1120) in a shabby outer box over the inner box that looked as if they just picked the box out of the waste bin.

I then complained and requested a box that was presentably in line with what we were spending,
(A new box please) she then found a newer package to put the bracelet in. Again poor presentation on their part.

In summery the whole experience was a very disappointing one which should have been a pleasant day and a nice experience especially when you purchase £2600 worth of jewellery from a store and furthermore was also intending to purchase a watch which would have added an additional £1400, to the whole sale making an additional turnover for the store of £4K

If the Manger had been more sensitive and said something on the lines of I am sorry but the watch has already been marked down and there is very little margin for the store, I might have thought differently and purchased the watch, but to also be reminded that I had discount off the bracelet was like saying how much more do want from us and no apology for the bad packaging.

My Wife and I left the shop very unhappy and I made the point to the Manager that I will not return ever again to purchase anything from this store. I also did remind the Manger that I had spent a lot of coinage in the past at this store with a previous Manger where you were welcomed and treated with respect and the customer event was enjoyable one, but very sadly this one wasn’t, sadly an appalling experience.

Shame that customer service is not paramount at this store as I think there is a skill set missing and a training need required in dealing with customer facing and satisfaction.

My friend popped into the Chelmsford High Street branch today and the woman working there was disgustingly rude to her. My friend merely went in to have a little look at engagement rings and to find out her size and the snooty cow - sorry, staff member, made her feel like she wasn’t worthy of shopping there.
Erm. Pretty Woman comes to mind.

Just wondering, how did the woman know my friends budget? She didn’t. But she made a point of acting as if my friend couldn’t afford to shop there.

Needless to say, the Fraser Hart staff member has majorly upset a potential customer. But judging by the many, many disappointing comments on here, I shouldn’t be that surprised.

I will most definitely be telling people to shop elsewhere.

Sort your staff out FH.

I bought a longine hydroconquest for £1400, it was sold with scratches and clear sign of wear. They literally sold the one from the window, that clearly will have been tried on by other people. Therefore Went to return the watch, provided evidence that they sold it like that and the manager said, "we can't return it because it has been worn". They then said I have to pay £400 for a replacement strap so I can return it. Absolute scam.

I wish I had read some of the reviews on here, or really I wish my fiancé had as we have had a terrible experience with a Fraser Hart engagement ring also.

My partner proposed October 2019 with a lovely intricate ring with lots of little diamonds in.

By the end of November 2019 two of the little diamonds had fallen out so we sent it to get fixed.

It is now October 2020 and I still do not have the fixed ring. My partner called once a week for 8 months to get updates on the ring, we were told it was sent in the post and that it was coming to us, we would be given a date each week, and each week the ring didn't come.

In the end we complained so much a manager got involved and in the end the ring was back at the store he bought it from.

He went to check up on it and it STILL wasn't fixed - the store advised that we could have the ring fixed there in 2 days. It has been over a month since then and my partner has gone to pick it up today.

He opened the case and the same two diamonds FELL out.

We have received a refund but that doesn't change the fact that something that is meant to last a life time, and is meant to represent your eternal love for someone is broken.

For me the real sadness is that my partner feels terrible about it, and its such a sad thing to see him associate this frustration and sadness over something that is meant to be a joyous and beautiful.

In short DO NOT buy from this company, they are clearly cheap, unreliable vendors who are also quite comfortable lying to people. Their integrity is as strong as their rings, which is weak and they have absolutely no issue with destroying dreams.

A happy time turned into a terrible time thanks to Fraser Hart!!

My fiancé bought me my Engagement Ring in 2017. It was kept in the safe at home for 3 years and never touched. He proposed August 11th 2020. 3 weeks and 6 days later, a diamond fell out of the ring. We took it straight back to Fraser Hart in the MetroCentre. The Shop Assistant inspected the ring and said there was a lot of damage (scratches ect) and explained if I had been using lots of hand sanatizer (who isnt at the moment?) as this would cause damage. We had the ring sent away.

2 weeks later Fraser Hart rang us and explained that there was no fault in the ring, and I had caused the diamond to fall out. They proceeded to tell us it would be £117 to fix. I went to FH in the MetroCentre 30th September 2020 to collect my ring. I took it to 2 independent Jewellers the same day, both agreed it was a fault in the Ring and I could not have possibly caused the Diamond to fall out. They also explained NO WAY could hand sanatizer cause damage to the diamonds. 1 Jeweller even said there was a few diamonds loose within the ring.

I returned back to Fraser Hart the same day and spoke to the Manager. The Manager inspected the ring and said there was 0 damage, even though the first time we took it in they said it was very damaged? She then offered to have it fixed at ‘cost price’ for us which I refused. Why should we be paying for a faulty ring? I am not going to back down and pay this money and put up with this appalling customer service. This should of been the happiest time of our lives but it has been nothing other than stress and worry!! I am currently getting the engagement ring inspected by and independent jeweller. STAY CLEAR OF FRASER HART YOU WILL HAVE NOTHING BUT TROUBLE, LIES AND YOU WILL BE OUT OF POCKET! I will not back down until they accept fault and fix the ring free of charge.

My husband bought me a channel set full ring eternity ring. At the time of purchase we were told by the sales assistant that channel set stones were the most secure settings and the diamonds would never be able to come out. Three and a half years later a diamond fell out whilst washing my hands. Took the ring back to the store and was told the ring would need to be inspected for damage which would take 2 weeks. No contact from store after 2 weeks. We had to keep chasing & after 3 weeks was told it would be another week. Later that day we received a message saying there was no manufacturing fault found and they would not pay for repair. I contacted customer service who repeated if no manufacturing fault they would not help, but this does not explain why the stone dropped out of an otherwise immaculate ring. She also said they were not responsible for what the sales assistant said about channel settings at time of purchase! I wonder who is responsible then? I collected ring and was told they had now found evidence of damage which was never mentioned in previous conversations, and gave me a price of £175 to repair. I have since taken the ring to an independent goldsmith who found no evidence of damage and has carried out the repair. An eternity ring sold by Fraser Hart is clearly not for life and I will never buy from them again.

Bought a Omega Speedmaster from Bromley Glades store Rosie and her male colleague was extremely helpful will definitely buy more from this store

Staff in Cabot circus are Amazing !!!

My wife purchased a garnet and diamond ring from the store at The Mall, Cribbs Causeway and was specifically advised that the ring could be returned within 30 days for a full refund, even if she had worn the ring.
She wore the ring for ONE DAY and found that due to the width of the stones, it was digging into her fingers either side, so we took the ring back, explained the problem and asked for a refund.
The store manager then took the ring away to check it over, then brought it back to us and stated that "due to the condition of the ring, it was not as new, so no refund would be offered." He insisted that it was scratched, wasn't interested in our reason for returning the ring, and basically accused us of lying when we told him we had been advised by his staff that the ring could be worn for 30 days and still qualify for a refund. The manager was actually very offhand and had the cheek to compare buying an expensive ring with buying a tee shirt!
So if you buy an item of jewellery from Fraser Hart, you need to decide to return it without wearing it first, otherwise you have no chance of the promised refund.
I know the small print on the receipt stated the item must be "as new and unused" but that is definitely not what we were advised by the shop staff who sold it to us in the first place.

Following referral, it was agreed that I could have a full refund minus an amount for buffing out a small scratch. Had this been agreed when we took the ring back originally, we would have been happy with the compromise.

I sent it to them my watch for the service they take ages time Even I called them so many times no one pick up my call and there doesn’t give me a call back this is really really really bad not even this so many common problem if you go to the show room you can face to the manager then you can understand what I’m saying Manager is so rude to the customer 🤬🤬🤬😡😡😡

Worst experience ever !!
Never buy off them

Bought a watch online said in stock
took the money out
And now saying they dont have it

Sickening!!

Do not buy from this store! I have now updated my issue below, and the chain was replaced with a more robust chain. However I would be interested to know if others purchased a necklace when the chain snapped within a month as this took long time to resolve.

Last November I contributed to a diamond necklace for my best friends 60th birthday at £719 including a discount we asked for from the Manchester store. Within a month the chain broke. Since that time another chain has broken and my friend was persuaded to buy insurance. The chain has now been repaired but the repair is very poor and is visible. We will be returning to the store together to request a refund since the quality of the chain seems unable to support the pendant on the chain. I will update the review following the visit today 01/08/2020.

UPDATE On our visit to the Manchester store the Manager Nicola agreed to replace the chain with a stronger thicker chain at no extra cost but explained this would only be guaranteed for 6 months and the insurance bought for the snapped chain meant the diamond droplet on the necklace would still be covered but the new chain would not. This was the best result we could achieve but it would be very interesting to hear from anyone else who had a necklace chain snap/

Don’t buy any diamond rings as they won’t fix them when the stone falls out my sons girlfriends ring was cleaned in the Milton Keynes store the next day she noticed a stone missing.Even when the ring is under a year old they sell inferior crap not fit for purpose. I would avoid buying from them at all cost. Charging them £35 for the repair disgusting customer service

Can’t speak highly enough about the staff and management in Fraser hart.
Brought 2 watches within 6 months of each other, first of witch was a tissot purchased from lakeside, served by Nicola B/Manger, she was a great help very friendly and knowledgable, she was giving me an honest opinion on The different watches I was trying.
2nd watch was anniversary gift from the wife, Breitling top time. Served by Shannon @ Bluewater, Was seated and was explained about the COVID 19 procedures, Shannon asked a few questions about my requirements and brought over a selection of watches, she was great explaining the different watches and had a good knowledge on the watches she presented too me.
Very pleased with the Fraser hart group, they seem to employ great staff to represent there company