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
Next‑day birthday bracelet order did not arrive on time.
“itstill hasn't arrived”
Staff member was unfriendly during booked Rolex appointment.
“responded with a very poor and unfriendly attitude”
Ring fit issue met with uninterested staff and exchange refused due to scratches.
“We were simply told to take the ring home and try it ourselves.”
Received a Tudor with a defective dial and was blamed for damage.
“I was falsely accused of having damaged the watch myself.”
Watch purchase not delivered and poor communication left customer feeling scammed.
“I feel like I have been scammed.”
The engagement ring broke twice during ownership.
“Engagement ring broke twice.”
Faulty luxury watch and retailer delaying repair, avoiding responsibility.
“Purchased a very expensive luxury watch, only for it to go faulty.”
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”
Diamond clouded within months and customer faced accusations and long repair delays.
“one of the diamonds in the ring was clouded and dull.”
Raj offered many suggestions and I am very happy with purchase.
“She offered me so many suggestions and ideas”
Submitted online form and photos but received no response or follow-up.
“They did not contact back with a price or suggest going into a shop.”
Voucher and Blue Light Card discount refused without explanation.
“she could not use voucher and discount”
Malik provided exceptional, knowledgeable service when buying a watch.
“the service we received from him was above exceptional”
Eva provided attentive, unpressured service and helped choose jewellery.
“Not pushy or trying to make us buy the most expensive item.”
Derby store staff served us exceptionally and offered wine during purchase.
“The service at the Derby store was exceptional”
Clare and colleagues gave attentive, friendly service and well-presented stock.
“received a very attentive service throughout our transaction.”
Reviewer calls the products and customer service a scam.
“Scam products and customer service”
Parcel was left unattended and is now lost; live chat advice was poor.
“The dpd left outside my expensive parcel and now it's lost.”
Platinum wedding band wore significantly within months and after-sales was poor.
“the ring started to wear out from one side.”
I went to Goldsmiths Jewellers in London's West End to buy an Oyster Perpetual 41 watch. I wanted the most durable, elegant, and expensive one they had to offer, which they did. But, my experience was less than satisfactory. The customer service (Lisa) was extremely rude, yelling at me for returning it when my arm started hurting--this was because of the watch's tightness on my wrist. When they offered an exchange for another type of Rolex (a more expensive model), they suggested that I buy my next watch somewhere else "since I don't like their customer service. I don't like the customer care at this place, try somewhere else.
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.