Tustains

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Reviews

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  Tom Clarke

  POOR QUALITY CONTROL AND RUDE CUSTOMER SERVICE I purchased an Omega watch from Tustains which was posted to my home address. Upon arrival the crown was found to be faulty so I returned it to the shop for a replacement. Poor QC on Omegas part but happy with the service from Tustains at this stage. Would have been nice if it had been checked prior to dispatch but these things can happen and to be fair could easily be missed A week later I returned to the shop to collect the replacement. Assured in advance the crown was ok on the new watch The replacement, while slightly more functional than the previous watch, had similar crown issues and did not feel right either. The crown was again tight, without any spring when opening/closing and didn’t feel or sound like it was winding correctly - in comparison the display model in the shop did not show any of these problems and worked fine (I had requested a new non-display model right at the start) Despite it not being right the owner made it very clear he felt I was being overly fussy. He was very dismissive of the replacement being different to the display model - he didn’t compare them or seem interested. I felt under pressure to agree with him that it was ok despite my reservations, I ended up leaving the shop with the replacement watch despite not being sure I immediately had a bad feeling regarding the decision so returned 10 minutes later, I was not satisfied with the purchase, particularly due to the high value of the watch, and did not feel it was in the correct working condition I can accept the owner was disappointed that I had left and quickly returned after giving it some additional thought. Trust me - after half a tank of fuel, a now pointless credit check on my file, another watch that doesn’t wind and wasting a days annual leave - I was equally disappointed! What I cannot accept is the childish and rude way the owner behaved when I returned by raising his voice in the store and acting in an angry bullying fashion. Like I was some sort of naughty child he was telling off! You could see the embarrassed looks on his colleagues faces as he shouted at me! It was very awkward. Perhaps you should focus your disappointment and anger on your supplier not your customer! At this stage no party is overly happy but you should perhaps give some thought as to why you are the only one raising their voice and acting aggressively! Bottom line if I’m not completely satisfied, which I wasn’t, then I am legally entitled to a refund - even if you don’t agree with me then the least you can be is professional and polite. You were neither. Tustains fully accepted the first watch they supplied was faulty, their stance on the replacement exhibiting what is clearly a similar batch issue was shocking. The fact they pointedly checked the replacements crown and told me it was ok is also very concerning! Feeling aggrieved at how I was dealt with I called omega customer service on the way home who kindly laid their hands on a sample watch and clearly stated over the phone you SHOULD be able to both hear and feel the watch smoothly winding. The crown is sprung-loaded and when opened should click out and should need to be compressed prior to closing. Despite your insistence to the contrary there is clearly an issue with the crown spring on the replacement and also the winding function. I hope you return it to omega and don’t try to palm it off on anyone else! A quick google of the part number + crown issue also shows similar issues on omega forums - clearly a common fault! Omegas quality control and my expectations aside the sole reason I am writing this review is down to your unprofessional and rude behaviour after I returned to your store. It’s not acceptable hence the honest review I would not recommend using Tustains based upon the above poor customer experience

  06-05-2023
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  Sarah Barley-Morey

  Had the most wonderful experience having my mother’s wedding and engagement rings remodelled. Becky was sensitive in her design bringing out the best features of the rings whilst picking up on my preferences. I’m delighted with how it looks. Thank you so much. Sarah

  27-04-2023
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  Scott Rouse

  I have just purchased another Tudor from Becky and yet again it was it was a total pleasure doing business. The staff are always friendly and very knowledgeable, so I wouldn't hesitate in recommending Tustains. A++++++++++++++++

  27-04-2023
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  Penelope Pitstop

  Great service. Very pleased with purchases

  27-04-2023
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  Jacqui Brown

  27-03-2023
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  Deb Hunt

  We went today 10/03/2023 to buy an engagement ring. Service was outstanding and restored my faith in jewelers. Special thanks to Caroline you were so lovely and kind, made me feel so special. Simon thank you for being there today, you adjusted my ring in the perfect time. Thank you Tustains

  27-03-2023
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  No Quarter

  I took my late Grandfather's ring into Sustains to have the ring resized and polished. I cannot express how happy I am with the ring, but also the service from your company. Every single member of staff were knowledgable, friendly and helpful. I would recommend Tustains to family and friends. Thank-you! James

  27-01-2023
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  pandgedwards

  Lovely stop, lovely people, and lovely items! Discovered Tustains when wanting a bespoke necklace made using stones we already owned. The staff were extremely knowledgeable and gave their views on how we could mount the stones after first assessing them fully and taking our ideas on board. We were delighted with the result and have recently returned to select an eternity ring for my wife. Again, they made the whole shopping experience extra special. We’re delighted with the ring, and I doubt my wife will ever bore of showing it off. Very special place, can’t recommend Tustains enough.

  27-11-2022
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  Jess Kyriacou

  Went into Tustains today to have my wedding band cut off due to the delights of pregnancy swelling 🙈 the lady that I met was so helpful, quick and efficient and I can’t wait to go back to them to have the ring fixed once baby has arrived. Thanks so much!

  27-05-2022
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  Jessica Halliday

  Staff were really helpful and efficient. Service was impeccable. Would highly recommend.

  27-05-2022