Pragnell Avis 

I recently needed to purchase a new timepiece but having moved far from London, was at a loss to find a 'luxury watch' retailer nearby - until I found The Embassy by Pragnell in Stratford-on-Avon.

Athena Zuo took my initial call and could not have been more courteous and helpful. Once my choice of watches were in stock, I visited the boutique where I dealt with Athena's colleague, Li-Chu who was also courteous, calm and patient and the entire visit was a pleasure - and successful. The follow-up has also been excellent.

The Embassy by Pragnell I have to say exceeds Cartier Bond Street (which I used for 20 years) or any luxury watch retailer in London: the boutique in Stratford-on-Avon is gorgeous, the choice extensive but above all, it is the level of service which sets The Embassy by Pragnell aside. They absolutely deserved to get my custom and I would recommend them without hesitation, they are now my go-to watch and jewellery retailer. Thank you Athena, and Li-Chu.

I bought my wife a vintage Cartier watch from Pragnells in Dec 24 for a special birthday. We have other Cartiers owned for decades and have found them to be trouble free and this particular watch stood out as singularly attractive piece. I have also previously bought a brand new watch from Pragnells and had another one serviced by them. My wife was unable to wear the watch on her birthday as the bracelet needed a spare link adding. This took about 5 hours to fit and we had to visit the shop 3 times before they managed to fit it. They admitted it had proved extremely difficult to fit, although a few months later changed their story to say they had just been very busy.
My wife subsequently wore the watch 3 times. but each time the clasp came open during wearing. Each time my wife removed the watch from her wrist, wrapped it in tissue and placed in her hand bag. At this point we decided to return the watch, but as my wife picked the watch up, the diamond set crown wheel fell out! Fortunately, we were at home and able to locate the crownwheel.
We returned the watch to Pragnells and heard nothing except a couple of holding emails until after 5 months we received an email to say the watch had suffered from accidental damage which was not covered by warranty and we were to pay approx £1,200 for repairs!! As you can imagine I was absolutely livid at this and demanded a refund. What had set out to be a special present had clearly fallen well short of expectations, made worse by Pragnells treatment of us.
The current position is that Cartier have apparently returned the watch to Pragnells, although we are not privy to the extent of repairs. Pragnells have shared an extract from Cartiers investigation of the watch indicating faults and damage. The General Manager has told me the watch is now better than when we purchased it, suggesting to me that it must have been defective when we bought it.
Understandably, we would prefer not to have anything further to do with this watch as we no longer trust the watch, or Pragnells response in the event of further issues. We want a refund, but the best Pragnells will offer is a credit to our account, or the watch back with a two year guarantee.

Fantastic personal service again from Brad Ironmonger at Leicester, the second piece bought from Pragnell’s. Brad sourced a Cartier De Santos for my wife for our wedding anniversary. Took as much time as she needed. We won’t go anywhere else for future purchases!

Recently had the pleasure of dealing with Marc Gillings at Pragnell Stratford Upon Avon. Great guy with tonnes of knowledge and enthusiasm and someone who clearly understands what good customer service looks like; something which is seemingly becoming rarer here in the UK.

Thanks again for all your help Marc - look forward to seeing you again soon. James

Absolutely faultless experience with Pragnells from the first enquiry to the purchase.
Dealt with Marc Gillings from the Stratford store - from my initial email enquiry his customer service was second to none. He was friendly, professional and very helpful - really engaged and knowledgeable.
After telling Marc the reason for the enquiry (an Anniversary) he did his upmost to enable me to secure the watch as soon as possible.
We’ve been in the store today to collect the watch and dealt with Connor who was an absolute delight too…and his colleague (Sam we think).
Pragnell have absolutely nailed it with their staff and beautiful stores.
Overall and fabulous experience…thank you.
Would highly recommend them to all!

I wanted to purchase a watch following my recent retirement, I visited a large well known jewellery retailor, who are located in large shopping environments that also has a Rolex department and was told about the Rolex buying experience and that there was no chance of me purchasing a Rolex watch anytime soon and it could take up to 5 years, I was not asking for a rare watch just one priced between 5-8k.I then decided to visit a family run jewellers, Pragnells in Stratford-upon-Avon, I cannot articulate how unbelievable outstanding the whole experience was, from being greeted at the door through the wholesales process. I explained the watch I wanted and the reason as to why and was introduced to Andrea, as customer service goes he was perfect. He appreciated the reason for my purchase and helped me achieve my dream, Thank you Andrea,

From the moment I walked into Pragnell The Embassy, I was met with the highest level of professionalism and warmth — all thanks to Li-Chu. Her expertise, attentiveness, and genuine passion for fine jewellery and timepieces truly set her apart.
Li-Chu took the time to understand exactly what I was looking for, offering thoughtful guidance without any pressure. Her knowledge of the collections was outstanding, and she made the entire experience feel bespoke and memorable. Whether you're a seasoned collector or making a special first purchase, I can't recommend her highly enough. Thank you, Li-Chu, for making my visit exceptional. I’ll definitely be returning with my family.

Incredible service once again from Pragnell. They make the experience of buying something special, so special! Russell as always was amazing as was everything else. See you all again very soon.

Very impressed by the customer service received from Pragnell Embassy. Immediate responses to enquiries followed by updates during the order and delivery process. The beautiful packaging made receipt a delight.

The next time that I am looking for an item of jewellery, Pragnell Embassy will certainly be on my list. I think they hold extensive stocks too as I had been searching for a particular item for a number of weeks until I came to them.

Particular thanks to AZ who looked after me.

The whole staff is great, lovely and welcoming.
We had a lovely time at Pragnell with our sales assistant Layla. We came in having no idea what engament ring we wanted and came out with the most perfect ring and having figured out the wedding band too. She has truly made this experience incredible.

If I could give Pragnell Jewellers 0 stars, I would and probably invent a minus star just for fun. My experience was an exercise in patience and disbelief. I called three separate times on different days, left my details, and was promised a callback from valuations. Spoiler alert: I never got one. When my insurance company needed urgent action, Pragnell left me hanging like a forgotten parcel.

Eventually, I had to go elsewhere, to a jeweller in Wolverhampton, also registered with the same professional body as Pragnell. I paid a flat £135 for the service, saving a ton of money compared to Pragnell’s £25 + 1% + VAT. The fact that I had to Google a solution and find one in another town (Wolverhampton) who's registered with National Jewellers Ass. just to get basic service says everything you need to know about them.

Stephen eventually called to apologise - bless him, but one decent employee does not fix a company that can’t answer the phone, keep promises, or treat customers with basic courtesy. Their communication was a masterclass in inconsistency.

Oh, and my first review? Trustpilot removed it just because I named the jeweller I went to and mentioned the money I saved. So apparently stating the facts about your own experience is now a crime. Newsflash: it didn’t scare me. Pragnell’s poor service speaks louder than any attempt to hide it. I was also given permission by Trustpilot to leave a new review, so here we are.

22 years living in Stratford, and I wanted to support a local business, as I have in the past. Instead, I got endless frustration, inflated fees, and a masterclass in ignoring customers. If you want to see how bad it can get, feel free to Google the solution I found- it’s called doing your job properly.

5 Stars does not do Pragnell justice.
From the first experience in dealing with Mengdi, who was superb in looking after my daughter when selecting her special time piece to celebrate her 18th birthday.
Connor who looked after my son in purchasing his special timepiece.
Samuel who was outstanding when organising the service for mine.
Mark who was always on hand to offer excellent expert friendly advice, together with refreshments.
It is apparent that Pragnell is very much a team, and all have played an outstanding part in our experiences.
My family and I would not consider another jeweler, once you have the Pragnell experience it stays.
Thank you so much Team Pragnell

Personal service - made me feel good

We had such a wonderful experience at the Pragnell Leicester showroom after making the journey from Manchester to choose my engagement ring. From the moment we arrived, we were warmly welcomed by Josh, who was exceptional throughout. He took the time to explain the different diamond cuts with great knowledge and patience, making the whole process both enjoyable and memorable.

The team even arranged to have my ring sized and ready for collection just 30 minutes later, saving us a return trip — a perfect example of their outstanding customer care and willingness to go above and beyond.

Thank you so much for such a positive and special experience. We can’t wait to return to Pragnell to choose our wedding rings.

— Laura & Matt

⭐⭐⭐⭐⭐ – Outstanding Service from Pragnell’s Jewellers

I recently took my Rolex into Pragnell’s in Stratford-upon-Avon for a service and was looked after by Steve Waldeck, the store manager. From start to finish, the service was exceptional.

Initially, the watch was found to be out of warranty due to a knock it had received, meaning I would have to pay for the work needed. However, having dealt with Pragnell’s for many years and always been impressed, I wasn’t surprised when they went above and beyond once again. Steve and the team managed to arrange for Rolex to carry out the work under warranty — something I know was not straightforward and required real effort on their part.

A huge thank you to Steve and Lee in customer service. Your professionalism, persistence, and genuine care for your customers make Pragnell’s a jewellers I can wholeheartedly recommend. Well done to the whole team!

We recently visited the Stratford branch to buy a ring to celebrate our 30th wedding anniversary. We cannot compliment the team enough from the men on the door to the welcome and other members of staff who were eager to tell us about the history of the shop. A special mention for Gabriele who was extremely patient, helpful and knowledgeable. The whole experience made us feel very special and I am delighted with my purchase. I will be recommending Pragnells to anyone who will listen!

I've visited Pragnells in Leicester several times now to make purchases and each time I have dealt with Sangita. She is such a lovely lady, nothing is too much trouble, she is so helpful and knowledgeable.
I would recommend Pragnells in Leicester to anybody looking for a lovely piece of jewelry.
Furthermore they have an expert team who are able to make changes and adjustments to suit your needs which can often be done immediately.
Wonderful store and staff!

Excellent customer service and fitting of new leather watch strap at the Embassy Pragnells Stratford upon Avon. Also undertook cleaning on the case of my IWC Pilots watch. Thank you Mendgi

Having visited the Pragnell Leicester branch I can honestly say that having collected the Rolex brand for over 20 years, this is the very best Authorised Dealer experience I have ever had. Brad and the team are extremely professional and make the experience head and shoulders above all others. Well done indeed, Regards Roger Dean

I recently visited the MAYFAIR, London branch and as always had a wonderful interaction with the very highly skilled Sunil and the team. His knowledge and care to detail is what stands out to me and is very friendly and easily approachable.
It’s my Third time with Sunil and it’s always a very outstanding experience every time and I look forward to future visits.