H&T Pawnbrokers

I shop at H&T on a regular basis, and have been for the past few years. On 23rd September approximately at 15:20, I went to the Acton store where I know the staff and the manager (Christine). I saw three items I wanted to buy which compromised of a cross, and two B initial pendants. I then went back a couple of weeks later, as my Mother had passed away, and therefore my Son wanted to treat me with those items. I needed to get a refund back to my original payment method, and then my son would be repurchasing on his card. However, Christine said “This is not allowed, and she would have to send the items back to the jewellery centre”. I was confused so I asked her “When did this come into effect?”. She looked to her right where her colleague was standing, and asked her, and that colleague said “two years ago”. Surely, as Christine being the manager, she would know the policies and not need to ask her colleague. On this basis, I left the shop and contacted customer services who were able to raise a complaint. However, H&Ts final response was complete nonsense, and irrelevant to the initial issue I had. They acted as if I wanted to complete a refund, and receive the money onto a different card which wasn’t the case. The complaint handler (Michelle Oldfield), needs to read customer complaints thoroughly before sending out final responses. Obviously, Christine has told customer services a very different story to what actually happened instore, to ensure she wouldn’t be held accountable. No wonder why when I go to H&T stores, all I see is pawnbroking happening and very little physical sale transactions, as most of the associates have no customer service skills and poor enthusiasm along with bad attitude.

I visited the Acton branch few days ago just to have a look and the staff were so welcoming and pleasant I had to buy something they informed me of few services which I was unaware of like pawnbroking , FX and western union. I was firstly welcomed by Ali who helped me choose a necklace and then Karen who helped me find an exquisite diamond ring and completed my transaction I left with the biggest smile and will definitely be returning to the store

If there were more human beings in the world like the manager, Cristina, this world would be a better, warmer, more loving place. This lady is an absolute Angel…. She has helped me so much, I was so afraid but she took all my fears away and was so helpful and gracious, kind and understanding…. She shows us what humanity is supposed to be. What a lovely woman and I’m sure this is why this store has positive reviews and is doing well because it’s being run by someone who has a good heart and good principles and manners. A great business woman who practices kindness as well as profit and and success… I really cannot thank Cristina enough and all the amazing staff at the Acton branch they are superb. Thank you so much for everything.