“Wow. Wasn't expecting this! Ordered a watch online and it arrived next day. Bracelet slightly too tight so asked if they could source extra links and offered to pay. As soon as the links were in they were couriered out same day. Outstanding customer service. Highly recommend.”
“Awful experience.
My Fiancé and I went to the TH Baker store in Shrewsbury looking for an engagement ring for myself. I also ordered another ring from them online, as a surprise for my partner. At first we were impressed, we chose out a lovely ring and left content.
After the engagement we returned to the store, on August 20th, and asked to get both rings resized. We were told that the resizing process would take 7-10 days approximately.
The next 4 weeks we heard nothing. There was absolutely no communication and the rings were clearly very late. During this period, I personally had to call twice, to which they said they aren't ready, and had no other explanation as to why.
Finally, on September 10th, I got a call to say they were ready. Upon leaving, my partner and I realised we had no ID on us, so called on the way there to clarify if we needed to bring anything, to which they said no.
My partner and I arrived at the shop, after a 45 minute drive from our home, after speaking to them twice to confirm they were in store. They were not there.
To our disappointment we found that the rings were not ready and only the paperwork had arrived. We were very frustrated, especially after the 4 week wait and the need to drive 45 minutes, pay for parking and interrupt our day for absolutely nothing.
However mistakes happen. We were told that the rings would be sent out on next day delivery, September 12th. While a compromise, we agreed.
Unfortunately they did not hold up to what they had said and none of the two rings had arrived. I called them up September 16th to ask where they were, to be told they haven't even left the shop yet. That is unacceptable. I explained what we were promised next day delivery on the 12th, to be responded to "well they never told me." From a customer service stand-point, a major failure.
I was told on the phone that they would be sent out on the 16th next day. The rings did finally arrive on September 17th.
Excited, my Fiancé and I opened the package to find a massive mix-up and lack of care... the ring sizes were switched. Meaning my ring was his size, and his ring was my size. They are unwearable. Not to mention the one ring looks much more matt finish than when bought. How does this happen? Were there no quality control checks at all?
Outraged, we called the store to question this mistake. In all fairness they did try to correct the situation. In the end they are sending out an envelope to our address, for us to send the rings back to them, for them to actually resize them as they should have done in the first place. While there were light apologies, no compensation was offered for the hassle we have endured.
This experience has been awful. The lack of care, communication and courtesy has really damaged our view of the company to which we would never recommend going there.
We are currently awaiting for their second attempt for the resizing to go ahead. I will edit this review based on how they respond to the situation, and hopefully within a shorter time-frame than the first attempt.
Alice.”
