I was very disappointed with the service. I had handed in my marc jacobs watch for battery replacement after being told of the charge and that it shall only take a few minutes while i headed off to another store. Within a few minutes, my mum returns with the watch to state that they were unable to accomplish the task as the battery cover was too tight for them to open. So I decided to ask H Samuels if they could do it for me to which they said they could. But the lady there pointed out that there were a few obvious scratches made to the back of the watch from when someone had previously tried to carry out the replacement. I was shocked that they failed to acknowledge it initially and that I had to notice for myself. When I headed back to the shop and asked why she failed to apologise for her clear imcompetence, she merely suggested that its at the back of the watch and no one can see it anyway. I was taken aback by this ridiculous comment and further went on to state that is unacceptable customer service. To this she stated that she wouldn't classify the watch as damaged but completey acceptable for her to make the obvious scratches when digging at it with her tool. I have never been so angry with the atrocious service and vowed to never return. It seems that no one there is capable of doing a simple battery replacement as they failed to accomadate to another customers wishes also. So please be warned to never take anything there unless you would like to be it to returned damaged and without any form of apology or compensation. Absolute ignorance and foul customer service.

0 STAR RATING: Julie in the Sutton Store - whose been there 3 years told me they have never accepted refunds on products (I was not told this at point of sale or provided with information within my paperwork of the purchase). She was also unaware of the company policy or the one on the receipt of purchases. Wouldn't allow me to return my purchase after my receipt clearly stated and I quote "No repairs or deposits to be collected without ticket or identification. No refunds on deposits. This receipt also acts as your guarantee and must be presented when returning goods for any reason. The does not affect your statutory rights." The watch I purchased for my partner, hasn't been worn and is still in the condition it was bought in. According to the website (attached to this store via google), the policy on refunds is within 30 days of purchase - which I am well in. But as informed by Julie in the Sutton Store - this website is not Claybrook Jewellers (even though the Sutton store appears in store locator ON THAT WEBSITE). Julie knows best and clearly wants to hold onto her commission. Abysmal service, I advise everyone to avoid this store! I will be taking this further and going down legal routes until Claybrook are held accountable for misdirection and not providing T&C's at time of purchase, in writing or verbally. I have worked in sales for over 10 years and this is the incorrect way to handle customers and sales. I hope Julie reads this also, as she has set the standard so low and I would like action to be taken against her from within Claybrook.

So astonished by the service I got in Sutton store. They've always been unfriendly, even though I've bought there, but this last time down right hostile when I asked to see earrings £280. Was told curtly I must not lower my mask , not place them anywhere near my ears. I will never shop there again. They're loss. Sally

ZERO STAR APPALLING RIP OFF. As per majority of reviews do not waste your time here especially your money as they over charge and are totally incompetent. This is second time they have replaced my watch battery (which lasts less than one year). Last time went back as watch misted up - they tightened back, this time the same, their poor excuse needs to go back to manufacturers for sealing. This watch has a 50m waterproofing and now mists up when washing up, or washing car, neither of which I immerse watch. Will never go back .... you have been warned!!!!

Took my half carat diamond earrings in the Sutton store to be fixed. At no point were the stones tested the only thing they checked was what carat of gold they were. The woman gave me the receipt and off I went. When I got home I checked the receipt and the woman had the cheek to state they were cubic zirconia even though I told her they were diamond. Went back and spoke to another woman who checked the stones with her machine in front of us to confirm yes they are diamonds. I told her that had they been fake diamonds I wouldn't of bothered to have them repaired as it would be cheaper to buy a new pair and she laughed as she obviously agreed. We told her that had they have lost my earrings all they would replace them with was cubic zirconia as that's what it stated on the receipt and she agreed. All the time the blonde that took receipt of them kept her mouth shout as she was the one in the wrong. Took my earrings back as I don't trust them to fix them as they could well of conned me out of expensive earrings just because she had the cheek to make assumptions rather than do her job properly! Will never use this store again.

They have a big sign on the outside of the shop stating that they give top prices for gold. I took two 22ct gold half sovereigns into the shop to sell and the two snooty women behind the counter told me they didn't want them without even inspecting them. Waste of time, shop somewhere else for your jewellery.

Julie, Emma, Cath & Linda were by far the most knowledgeable and helpful jewellers I have met in a long time. They expertly advised and helped me choose the perfect chain to hold my diamond. The price was very competitive too, thanks ladies I will definitely be back here to buy again.

Non existent aftercare for expensive items purchased from their store considering other jewellers clean and maintain jewellery annually for free. The sales staff are not friendly and only want to take your money. Avoid!

Emma, Julie and Shaddon’s service was amazing! The ladies make you feel welcome and really helped in picking out a chain. 100% would recommend and they will be my number 1 choice for any jewellers storesz

Went to buy a ring for my freind as she has been unwell. The lady was very helpful and there was some lovely rings at good prices. I would definitely go back again.

Always has a vast amount of jewellery on shoe and some lovely pieces, prices seem fair. Staff have always been helpful