Hiltons of Northwich Ltd.

"I hate to post such a negative review, especially when we should be supporting local businesses. I trusted Hilton’s with my engagement ring just over 2 weeks ago. We originally went into HSamuels who advised us they were busy and we would be looking at a few weeks. Understandably we didn’t want to wait this long, we had just got engaged and I wanted to wear my lovely ring. We shopped around and came across Hilton’s, who advised us it would be back within the week. It was explained that the gentleman they use picks up items on a Monday and delivers them on a Friday but can sometimes surprise them on a Thursday. The man explained that he would call when it was back. We heard nothing on the Thursday, I was excited so I asked my partner to call to see if it was in and he said no, he would call us tomorrow. This is when it started going wrong, we never got a phone call. We had to call them again, they made no attempt at calling us, we were told that the ring wasn’t back and he will back back tomorrow, again no phone call. My partner calls again and explains that he isn’t happy as he’s waiting around. Then man says the ring isn’t back and won’t now be back until Friday, a whole other week. We spoke and advised of our unhappiness, we only chose this place as he said 1 week, if they were honest with us and they were experiencing delays we could have tried elsewhere. The gentleman then advised he would get the ring back by Tuesday…again no phone call, we tried to call them and they don’t answer the phone. We finally manage to get through and we are told Thursday, no answer, voicemails left. We have called again this morning as we still hadn’t heard anything to be told it is now in the safe. We are new to the area and I can say this will be the last time I use Hilton’s, they have been ignorant, unhelpful and don’t know customer service. If you say you are going to call someone it is basic manners to call them. I understand delays happen but if you keep in touch with customers and explain, customers will be more understanding :("

"We lost a stone in engagement ring(absolutely devastated)…..popped in was told we would get a call later that day after evaluation, duly received everything explained about the work that would be undertaken….just over a week later advised the repair was done and ready for collection….absolutely fantastic service from start to finish, would highly recommend Hiltons of Northwich to anyone. Thank you Paul&Bren."

"Took a watch in for a strap repair ,got told 1 week . 3 weeks later notified repair done after chasing it ,went on my hour journey in snow and ice to collect only to find the shop all shuttered up. Website says open. Not a happy customer will not use again."

"I took my watch for repair at Hilton's as the face was fogging. They called to tell me the fault had been diagnosed by a Dr of Horology (1 of only 5 in the UK apparently) and a repair would cost £125.00. I instructed them to proceed with the repair, which took 3 weeks to carry out. When I collected my watch, I hadn't got more than 200 yards down the road and the watch was fogged up again. I went back to the shop and explained the situation and was told that it would be at least another week, possibly longer, before they could try and repair it again. I was not satisfied with the service I had received so far, or the offer of another attempted repair given the estimate of time and the quality of the first attempt, so I politely asked for a refund so I could take my business elsewhere. Hilton's agreed that the attempted repair had not been successful, and were apologetic and polite, but flatly refused to refund my money. I asked politely and calmly for a refund several more times, and they refused to refund my money. I left the shop with a still broken watch and £125 hole in my pocket. Thankfully I had the foresight to record the conversation in the shop and am currently seeking advice from Trading Standards."