The reputation of Fraser Hart as evidenced by the customer reviews appears to be mixed, with a clear divide in the experiences reported by customers. On one side, many customers praise the exceptional service received from staff members, such as Lesley, Henry, Matty, Adam, and Andrew, who are described as warm, genuine, helpful, and knowledgeable. These employees have been credited with providing an engaging experience, guiding customers through purchase decisions, and offering a high level of customer service during important transactions such as selecting wedding bands or servicing engagement rings. On the other hand, multiple reviews convey significant dissatisfaction related to product quality and customer service issues. Customers have reported incidents of jewelry, particularly diamond rings, losing stones shortly after purchase, and not receiving adequate after-sales service when attempting to address these faults. Additionally, rude staff interactions, miscommunications, and inflexibility are mentioned, indicating inconsistencies in the customer service quality that can substantially impact the overall brand reputation.