Lister Horsfall Avis 

Further response to Lister Horsfall

We feel your response gives a misleading impression of the efforts made to resolve this matter.
The proposed resolution was conditional upon us purchasing another ring from Lister Horsfall, which is hardly a fair or appropriate way to address the original situation.
The Ivy voucher, which we declined, was misplaced and, given the manner in which it was offered, felt insulting and completely out of touch with the circumstances.
Throughout this experience, there has been a disappointing lack of accountability or recognition of the emotional impact this has had on us. Financially, we have effectively only received the value recovered through the insurance process, with no meaningful gesture of goodwill or genuine acknowledgement of the distress caused, even though we had to start our engagement all over again.

Lister Horsfall promotes a high level of personal customer service, yet our experience has fallen considerably short of this. It is not simply about the money; it is about empathy, responsibility and how customers are treated when things go wrong. Sadly, we feel Lister Horsfall has failed on all counts.

A deeply disappointing experience

We entrusted Lister Horsfall with my partner’s engagement ring for resizing, but it was subsequently lost in transit while in their care. This was not simply the loss of a valuable piece of jewellery; it was the loss of a ring I had personally chosen for my fiancée, carrying irreplaceable sentimental value and representing an important moment in our lives. The circumstances also meant Liz was inadvertently exposed to the value of the original ring, something we had never intended.

What disappointed us most was not just the loss itself, but Lister Horsfall’s apparent unwillingness to accept accountability for its wider impact. The company offered a like-for-like replacement and later proposed a discounted alternative ring, alongside an Ivy voucher to help us “reset and start to make new memories”. However, these offers were dependent on us purchasing the replacement from Lister Horsfall. When we chose to buy elsewhere, the company did not offer any equivalent gesture of goodwill or contribution.

These offers also failed to recognise that the original ring and the experience surrounding it could never be recreated. Ultimately, we found another ring that Liz loved, but instead of choosing it myself and presenting it to her as I had originally intended, we had to choose one together under difficult circumstances. What should have been a joyful experience became a painful reminder of what had been lost.

Lister Horsfall reimbursed us with the amount it received from its insurer but refused to consider any additional gesture of goodwill, stating that it had not been negligent. We never asked the company to admit negligence; we wanted it to acknowledge the consequences of losing something so personally significant while it was in their care. Financial reimbursement addressed the insured value, but not the sentimental loss or the impact on our engagement.

Despite the CEO’s involvement and expressions of regret, we never felt that genuine accountability was demonstrated. The impression was that meaningful recognition of our sentimental loss was only available if we purchased another ring through Lister Horsfall. Once we decided to buy elsewhere, that recognition was not extended to us.

We were not seeking financial gain or asking the company to put a price on our memories. We wanted understanding, accountability and a proportionate gesture of goodwill which would have helped towards the practical aspects of creating new memories, since all the memories attached to our original engagement weekend were tarnished with the loss of the original ring. Instead, we felt that once the financial value had been reimbursed, the emotional consequences were effectively dismissed.

Sadly, this experience has fundamentally undermined our confidence in Lister Horsfall. We acknowledge that offers were made, but they were conditional on further purchasing from the company and did not address our central concern: the lack of meaningful accountability for the loss and its consequences. What should have been a happy and memorable part of our engagement became an unnecessarily upsetting experience. Based on our experience, we cannot recommend Lister Horsfall without reservation.

From our initial purchase of a ladies and gents Omega watches to many other services provided since, the staff have been so helpful and take time with you, offering as much help as we needed, simply put exceptional service by all!.

I have often walked past this jewellers in the past , but never entered. However I went in yesterday with my Breitling watch ( not an expensive one) as a link had come lose and I wondered whether they could mend it and at what cost.

The service by ALL the staff was excellent and not only did they make the repair virtually there and then , but they did not charge me .. I was amazed.
Old fashioned thoughtful customer service even though I was just a “walk in”
A breath of fresh air , BRAVO !!

The whole team at Ilkley are very friendly and knowledgeable and there is always a welcoming atmosphere. They are happy to discuss options and there is never any sales pressure. We have known Rosie for many years and Listers would always be our first port of call..

I am a repeat customer,
every time I visit the shop everybody working there is so friendly, knowledgeable and helpful.
The Service I have received is outstanding..

I telephoned to see if the shop had an item in stock, unfortunately they didn’t but because they were so helpful on the phone I called into the store to purchase an alternative item. Just as they were on the phone the team were friendly, welcoming, helpful and knowledgeable.

Friendly reception (once you get through the airlock!), and helpful, knowledgeable staff.

A fantastic experience from start to finish. We were given a very warm welcome, enjoyed excellent hospitality, and received outstanding service throughout. I would highly recommend and look forward to visiting again.

All the staff were very helpful and professional

The whole experience was amazing from start to finish. There was no pressure, we were totally relaxed. It was good to hear how the watches were made. The champagne just made the whole experience 10/10

Such a friendly and professional service.

I spotted a watch I'd had my eye on in the shop window, so I went inside to ask to try it on. Fabio greeted us and was so helpful. I loved the watch and returned the next day to see Fabio and purchase.

I received excellent service from start to finish. The team were professional, friendly, and kept me informed throughout the process. I would happily recommend Lister Horsfall to anyone looking for a reliable and trustworthy service. Thank you!

The staff were so happy and helpful with my experience, Rosie is the best she made my day!

I took my 14 year old Rolex Submariner back to Lister Horsefalls, for a full service, after originally buying it from them. I'm so glad I did. From handing it over to receiving it back in just a month, the whole experience was first class. It arrived back in as new condition, beautifully presented in a green leather pouch and outer box, with a Rolex service card ( a fantastic upgrade to the older 'papers'. The whole experience was faultless. I would never even consider taking a quality wristwatch anywhere else. Further to my previous review, in the 27 days I have had my watch back from service, it has lost just 7 seconds. This is truly remarkable accuracy.

I would like to say a huge thank you to Karl and the team at Lister Horsfall Halifax.

I have been a customer of Lister Horsfall Halifax for many years, and the staff never fail to make you feel welcome. Their exceptional customer service, professionalism, and wealth of expertise are evident whether you are purchasing fine jewellery or a luxury watch.

The team is always on hand to offer knowledgeable advice and ensure a first-class experience from start to finish. I would not hesitate to recommend Lister Horsfall to my family and friends.

As a family-owned business since 1902, Lister Horsfall’s longevity and reputation speak for themselves. Their commitment to quality, service, and customer care is truly outstanding.

I've bought a few pieces from Silas at Lister Horsfall and we've built up a good relationship where I trust his recommendations and value his input.
The store is really nice with a bar/ coffee service. They offer one to one service and I always feel comfortable buying from them.

Everyone was polite and very helpful, making you feel important not just a customer.