Many customers mention fast delivery, attentive in-store staff, and jewellery that looks well presented. A sizeable group describes customer service channels that go unanswered, plus cancelled or delayed orders and parcels that never arrive. Several reviews also note faults or items that don’t match the description. Overall, shoppers split clearly between very happy and very unhappy.
Examples from available reviews (Nov 2021 – Feb 2026).
Excellent ring quality and helpful staff; next‑day delivery provided.
“Fantastic service and the ring quality is amazing.”
Staff, especially Nick, were very helpful and caring throughout visits.
“His patience, understanding and very caring approach is second to none.”
Received a thinner, lower‑diamond-weight ring than purchased; replacement delayed.
“the ring only had half the diamond weight and was much thinner.”
Order cancelled without communication and refund not received, causing anxiety.
“Terrible customer care. I ordered products which was never delivered and the order was cancelled”
Reviews often praise knowledgeable, polite staff in store and quick branch fulfilment. Several mention specific employees or teams who solved problems or helped with choosing an item. Another sizeable group describes rude or unprofessional behaviour and staff promises that weren’t kept.
A small number of reviews point to competitive prices and good value for quick purchases. One separate complaint alleges a major overcharge and misrepresentation of a pre-owned item. Value complaints come up less often than comments about service and communication.
Many customers report fast delivery, clear online photos, and a friendly in-store experience. Some found online ordering easy, while others relied on staff to place orders. A few say they couldn’t order online themselves and needed help in person.
Several reviews praise the finish and workmanship on arrival. Others describe defects, breakages, clouding, or products that don’t match the description. Complaints about durability and perceived misrepresentation show up across different product types.
Most negative feedback focuses on calls not being answered, chat going quiet, orders cancelled without warning, and refunds taking too long. Some customers describe missing parcels and weak follow-up that left problems unresolved. A smaller set says branch staff communicated well and fixed issues.
Opinions are split: many five-star reviews cite fast delivery and attentive service, while one-star reviews focus on poor communication and product faults. Several mention long disputes that only moved forward after escalation to a branch. Mid-range ratings tend to appear when issues were only partly sorted.
For each review, the core experience based on original source reviews.
Sources: External Source (20) · Trustpilot (20) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Item was delivered very quickly and efficiently.
“Very quick delivery :)”
Ordered item and received it the next day.
“Ordered item and received next day”
Overall experience was good and satisfactory.
“Everything was good.”
The service provided by Goldsmiths was great.
“Great service”
Welcoming staff helped choose ring and delivery was timely.
“From the moment I walked into the shop at highcross I was made to feel welcome”
Salesman was polite and helpful.
“The salesman was very polite and helpful.”
Excellent ring quality and helpful staff; next‑day delivery provided.
“Fantastic service and the ring quality is amazing.”
Items were lovely, delivered quickly and well packaged.
“Lovely items, delivered quickly and on time.”
Good service with speedy delivery.
“Great service, speedy delivey”
Ordered online; pleased with item quality and service.
“So pleased with my item. Quality.”
Received a thinner, lower‑diamond-weight ring than purchased; replacement delayed.
“the ring only had half the diamond weight and was much thinner.”
Initial experience positive but promises from store weren't fulfilled.
“they do not deliver on what they promised”
Lab-grown diamonds arrived swiftly and appeared high quality.
“The items arrived next day and I was extremely impressed with the quality.”
Ordered late and received watch before 3pm next day.
“Beautiful watch for a great price, ordered just before 9pm and arrived before 3pm next day”
George provided knowledgeable, helpful assistance during watch selection.
“George was extremely knowledgeable and helpful.”
Seiko purchase matched description and delivery was express.
“everything was precisely as described.”
Had a great product and overall positive experience.
“Great product and experience”
Unable to purchase online personally, cleaner ordered successfully on their behalf.
“I cannot buy " on line", so asked my cleaning lady to do it for me.”
Competitive pricing with an easy online buying process and clear images.
“very competitive price point. easy to follow online procedure .very clear marketing pictures of products”
Minor communication issue resolved by helpful Dudley branch staff.
“there was a slight problem with communicating”
Team were professional, friendly, and tried to accommodate requirements.
“Professional friendly team who listen and try their best to accommodate your requirements.”
One ring undelivered and retailer won't ship partial orders, causing disappointment.
“They’re still waiting for one to be delivered to them and won’t deliver the other ring until they have both.”
Team responded with professionalism, empathy, and tailored solutions.
“From my very first contact with their team, I was met with professionalism, empathy, and genuine care.”
No reply from customer care and felt treated with arrogance.
“Goldsmiths you should be ashamed.”
Branch failed to respond and provided poor, unprofessional customer service.
“We aren't looking for special treatment...but basic, common courtesy”
Watch repair received good support and swift resolution.
“Excellent service from Shaq and the team at The Bullring”
Charlotte provided knowledgeable, professional, and friendly service.
“Charlotte was incredibly knowledgeable, professional, and genuinely passionate”
Bought two watches, returned one, satisfied with purchase and efficiency.
“Very happy with my purchase and goldsmiths efficiency etc.”
Ring alterations were inexpensive, well-communicated, and flawlessly completed.
“Alterations were flawless, everything cleaned & polished to look brand new.”
No responses from store, phone and chat unanswered, order unresolved.
“No answer, left voicemail, nobody came back to me, so next day I popped into branch.”
First visit was welcoming and staff offered refreshments.
“Jill and Brooklyn made me feel welcome and offered me refreshments”
Customer service were helpful and expedited my delayed watch order.
“Called customer service and they have been amazing Got my watch order next day”
Placed order, staff lied and failed to supply or respond appropriately.
“Poor Customer Service all round.”
Jess and Adam provided exceptional, helpful assistance for custom watch work.
“Superior Customer Service by Jess and Adam in Reading”
Unable to reach support via chat or telephone; waited for hours.
“Terrible customer services. Cant get through either on their chat function or by telephone.”
Paid for pre-owned watch that seller did not actually have, no refund.
“they didn’t have the watch as they sold it in store 8 weeks ago!”
Staff, especially Nick, were very helpful and caring throughout visits.
“His patience, understanding and very caring approach is second to none.”
Paid £10,600 for pre-owned Rolex then offered £5,000 and fake papers.
“I got totally coned by paying £10600 for a Datajust”
E-gift card delayed for months, but company eventually corrected error.
“Eventually received my e-gift card today all be it a few months late”
Rolex valuation refused without box and papers and staff were arrogant.
“Mostly arrogant staff working for their Rolex team.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Goldsmiths is a UK jewellery and watch retailer with physical showrooms and an online store. It sells engagement rings, wedding bands, fashion jewellery, and watches. Services include in-store alterations, watch servicing, and valuations. Customers can order online, collect in branch, and use aftercare such as cleaning and resizing.