AM
alex milburn
Jul 5, 2026
Absolute life savers!!!!
Emma & Jasmine saved me from a very stressful and emotional situation.
On Friday 5th June I ordered an engagement ring from another H Samuel store to be delivered to my home address the following day, Saturday 6th June, with a delivery company I’d never heard of before called DX Express and I had to be home to sign for the package. Unfortunately, I was called into work last minute on the Saturday so rearranged the delivery with DX Express for Friday 12th June, my next day off, and 2 days before I was due to go on holiday, I was planning to propose to my girlfriend on said holiday in Greece. My address is a slightly awkward one so to make things easier for delivery services I often stand outside where I can easily be seen, so as soon as tracking for my parcel said they were in town I did just that, I waited….. and waited….. and waited, in the pouring rain, and getting really stressed as my partner was at home too wondering what I’m waiting for, next thing I know I get a “Sorry we missed you,” notification, well in that moment the stress of getting the ring before we go on holiday just overwhelmed me and I burst into tears, ruining the surprise for my partner in the process, she then knew it was a ring. Once I calmed down I frantically started messaging someone from DX Express, after some back and forth and being told, “Our GPS puts our driver in the right location,” obviously not because I was stood outside waiting for them and saw NO ONE, I was told the delivery would be arranged for the following day, Saturday 13th June, now 1 day before we go on holiday. Saturday morning comes and goes, into Saturday afternoon and my ring hasn’t even left the depot, I refreshed the page god knows how many times waiting for my parcel and got nothing. I was so stressed and disappointed with the shocking service from this delivery company, so I took myself off to this H Samuel store in Workington to explain my situation and see if anything could be done. I met with Emma and Jasmine who were both so lovely and sympathetic with my situation, they had a look each and every way they could on their system to see if anything could be done their end, unfortunately because I didn’t have the product and because it had not yet been returned to sender there wasn’t a great deal they could do, but they tried contacting them, they tried refreshing their system to see if anything had changed with the delivery and nothing had. In the end, I saw the same ring I’d ordered in their store, not in the right size, but I thought I needed something so I could go through with the proposal on holiday. They got me sorted with the second ring and comforted me, and said not to worry about the other one until I got home, then I could go back to the store and see what to do next, either return the second ring if the original ring got delivered whilst I was away, or resize the second ring to fit my now fiancé. Well low and behold the original ring was delivered whilst I was abroad, a neighbour signed for it. Someone from DX express contacted me after a negative review I had placed online with them, to confirm I had the ring, I couldn’t confirm because I was in another country, which the person I spoke to on Friday 12th June knew, absolutely shocking delivery service and I hope H Samuel doesn’t use them again. After a beautiful holiday I came back to the Workington H Samuel and returned the second “prop” ring with no troubles whatsoever, and the staff being amazing again. So to cut a long story short, H Samuel in Workington absolutely incredible!! The delivery service DX Express, absolutely shocking and I hope companies never use this service again.
Thank you again Emma & Jasmine! You made a holiday in Greece end in the most magical way! 💍