Austen & Blake - London Reviews 161

Very nice and helpful staff. Great quality items. We are very happy with our wedding bands

I ordered my engagement ring back in January. When it arrived It did not fit so we sent back for resizing. Since then, it has been 3 weeks. I have not heard back about my ring, I cant get through to customer service and I have no way of knowing the status or location of my ring. It may be best to order with a smaller brand that you can talk to as I cant seem to get any responses after 3 emails and daily phone calls to their customer service team.

Had a lovely time picking out my wedding band. With a unique engagement ring I was worried about finding a wedding band that complimented it. We picked a selection and the one I ended up going with was recommended by the expert and I’m so in love with it. Thanks again for a fabulous appointment

Great customer service. Professional and knowledgable. Engagement ring sizing was spot on.

It’s easier to contact the spirits than it is to contact their customer service. Whilst you wait decades for them to finally answer ( been waiting 55 minutes )the “ hold “ music is like something from a 70’s television programme. I’ve just answered an autobot asking me to leave a message. Customer service is nonexistent

My husband ordered a ring for me just after Christmas, and when we learned that the couriers were DPD my heart sank. They have a terrible (well earned) reputation on the complex where we live, for non delivery.
I needed to reschedule the delivery date and my request was accepted for delivery to be made on 22nd January. When I checked the tracker DPD had returned my jewellery on 19th to consignor.
I called Austen and Blake and spoke to Mo, he went above and beyond. Reassured me that he would arrange for my order to be delivered, and had my parcel sent out by Royal Mail. I received an email confirming this, and then Mo called me to tell me my ring was on its way and would be with me today - which it was. Told him he is a superstar. Please pass on my thanks again. My ring was beautifully parcelled. If someone were receiving a gift, as the ring box was inside a larger box,the recipient would never guess what their gift was - lovely idea. I love the ring, it is beautiful, thank you.

Highly recommend because their customer service & jewellery designs are excellent.

Easy to collect and arranged the insurance documentation

Choosing the ring was a good service but after that, no customer services replied to requests whilst waiting on my order and the pick up was not as promised. I wasn't offered engraving, or to pick up later. Felt rushed and nothing quality that you would expect from a decent jewelry.

I bought 2 rings form A&B - for my engagement with my partner. We visited the store and had a great experience and sound advice. these were big purchases so i was pleased to have such support form our sales person Haifa in Hatton Garden store.

Brilliant thank you

I purchased two pairs of ‘Luce’ diamond earrings for my god daughters for Christmas on the basis of the images on the website only to receive 2.5mm versions of these earrings- absolutely tiny in comparison to the standard reference image they are using to sell the earrings.
I absolutely feel I’ve been miss sold this product.
I would be careful purchasing your jewellery from this so called reputable company, what you see on their website is not exactly what you are probably going to receive.
Deceptive images to the actual product you think you’re purchasing.

If my ring wasn’t so beautiful I would be giving this a 1 star review. Now where do I begin with this, I think where the issues occur most is the quality control and resizing of the products. My ring has been in for resizing now three times! Because they can’t get it right, and now they are emailing me to say that they cannot resize anymore after this will need to be a new band at my cost, yet they are the ones who are resizing it wrong! The ring has been back in the shop/factory more than it has been on my finger. My wedding band I hadn’t even worn had the label on it and they resized it rather than changing it to a new one. Ask for the ring to be sent back to home address was sent back to store delaying more, I’ve had to go into the London store 5 times now at my own expense. It’s such a shame because my rings are so beautiful but this experience is just dreadful and I certainly won’t be paying for a new band should the sizing come back wrong again I will be claiming against the product insurance as this is Austen & Blakes errors!

Excellent customer service. Rosie smith at the London branch was very informative and helpful in achieving the intricacies I wanted. my fiancée was very excited with the result.

Fabiha was absolutely wonderful when we visited to look at engagement rings. There was a lot of information, specific details we were unaware of when choosing a ring but she communicated everything very clearly and openly. At no point did we feel pushed or upsold.

She made sure we were happy with our selection, confirming each detail. Estimated delivery time was approx. 4 weeks but the ring came within 2 which was perfect. My partner proposed with the ring 2 weeks later and it was perfect.

Thank you so much!

2/11/25 Alanna, was our store assistant in the London branch and she was absolutely lovely! She was really chatty and determined to find me a wedding band that I loved. I had a lovely experience and it really made the whole journey magical as my partner and I are in a long distance relationship so he was not able to share the moment with me.

However, the reason I bought my wedding band from them is because my partner bought my engagement ring from them. We've had to have it repaired twice already and now this is the third time. Initially the manufacturers said there was nothing they could do, but the staff at the London store were great and took lots of pictures and sent it off again as urgent. I was really happy with it, but then then a stone from the halo completely fell out and again I have had to send it off. So although the staff at the store are lovely, I am not too sure about the manufacturers. They are based abroad so it does take a few weeks for the ring to come back and the store is not local to me.

So overall the staff are lovely but not too sure about the manufacturing. I have already invested too much time and money so I cannot go elsewhere.

it is now the 12/12/25 and yet again the same stone had fallen out from my ring. To no one's surprise, despite this review and countless emails to Austen and Blake no one has reached out! Do not be fooled by their reply to this chain, absolutely nothing has been done to resolve the issues with my ring. They simply keep replacing the stone with no changes to the design and no reassurance that the stone will stay in place. AVOID THIS PLACE LIKE THE PLAGUE!

Will start this off by saying that the jewellery we have for our wedding is not bad. The quality is good and we are happy with our purchase, but getting to this point was not all too enjoyable.
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My partner really liked one of the wedding rings from their website, but it was not available to view in any of their stores and even when we asked if they could potentially order it in from another store to view, they didn't really give any indication on whether they actually would.

We then had to bite the bullet and just buy the ring online anyway as they do have a 30 day returns policy so thought that worst case scenario we just return it. When the ring arrived, unfortunately my partner didn't enjoy the ring as much as she thought she would so after a few days of trying to decide on whether she could get used it, we made the decision to try and make an exchange for an alternate ring she had found, that she knew she would like.

From here is where things started to take a turn. I tried to email them to inform them of our intention to return/exhange the ring we purchased, no response. I then call, no answer. I email again, no response, I call again...this goes on for about a week with no response to any email and no one picking up the phone.

We then finally get through to their sister company (Diamonds Factory) who recommend that we schedule an appointment in store to discuss the exchange. Luckily we were travelling to London that weekend so booked an appointment at the A&B London store.

I had this appointment booked for at least 3/4 days prior to us travelling. The night before our meeting, having now arrived in London, I checked my Junk email folder only to find out they had cancelled our appointment with no reason given, this is something I would have missed had I not checked my Junk folder.

The next morning I book a new appointment for the same day and get an email confirming the appointment, we then travel down to their store only to be greeted with a look of confusion as apparently our appointment doesn't exist and all they can see is my previous cancellation, even though I had an email confirmation on my phone right in front of them. Their reason being they have "moved over to a new system that allows them to overbook".

The returns window was coming to an end so we needed this sorting that weekend. The woman explained she had an appointment coming up but could try and sort it with us in the interim, we sat down and thankfully, we were able to exhange the ring to one we are happy with but again, getting to this point was not enjoyable.
It seems that we weren't the only one facing this issue as right around the same time another couple walked in with the exact same issue.

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So all in all, the jewellery is good, but make sure you are happy with what you buy, when you buy it, because trying to get in touch with their customer service is like trying to get blood out of a stone.

It was a really seamless process. The person at A&B who helped us was really patient and a great help. He even recommended a really good spot for lunch nearby which we enjoyed too. My wife loves her new necklace.

Staff were friendly, helpful, and they had an amazing range of rings.

I chose Austen and Blake to order a bespoke engagement ring given the slick website and good reviews. Doing so was easy enough, but after I'd paid the full amount I didn't receive any updates or communication.

Despite assurance it'd take 3-4 weeks, I hadn't receive any updates a few days before the proposal and only after relentlessly chasing and having to go instore did I found out that it was delayed and wouldn't be ready in time. I then also realised that the ring band had been incorrectly ordered and the whole ring would have to be remade.

Again, despite assurances over email and phone that I'd be kept updated, I continue to have to chase for updates. The ring still hasn't arrived (I placed the order on 21st August) and I've been offer £150 compensation for the trouble (the ring cost thousands)...

All together, I've been beyond disappointed with the service. Ultimately, the delay meant that one of the happiest moment wasn't as it should've been and the lack of communication has meant the process of finding and designing a ring has been incredibly stressful, rather than exciting. If you're after a bespoke ring, I would avoid Austen and Blake at all costs!