Mahel in Hatton Garden was so helpful. He really went above and beyond for us, even sourced an IGI certificate for us and helped to arrange delivery to the Dublin store as we were leaving London. He w... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I made a mistake with my order, which was quickly rectified by a helpful gentleman over the phone. I need not have worried about spending a large amount of money with this company. I was notified at... See more
Company replied
Plenty of choice and easy to use website. Fair prices. Images of products realistic. Easy to place order. Description of products very useful. Updated with delivery good. The ring we purchased was... See more
Company replied
Great customer service. Kept me updated with frequent emails as production of the ring reached different stages. Arrived within the time frame they gave me. Very glad I came here for an engagement rin... See more
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Company details
About Diamonds Factory
Written by the company
Here at Diamonds Factory, our core goal and mission is all about making those all important milestones matter with luxury, affordable jewellery pieces. With over 15 years experience in the industry, Diamonds Factory was created from the simple idea that luxury products shouldn’t cost the earth - and that mission still stands firm now.
From the highest quality diamonds to unique gemstones and beyond, we offer an extensive range of incredible luxury jewellery pieces, specialising in engagement rings that make that ‘I Do’ moment one they’ll never forget.
Happy customers are at the heart of everything we do, which is why we offer around the clock real-human customer care. We’re always on hand to answer any queries or questions to make sure our customer satisfaction stays at an exceptional level, which can be seen clearly in our high calibre of outstanding reviews.
Our Promise
Written by the company
- Superb Value & Quality
- Superb value matched with exceptional quality is what sets us apart from high street jewellers. Every design is handcrafted by our expert craftsmen using high-quality, ethically sourced materials. As each design is sent direct from the makers, cutting out the middleman, you pay up to 78% less than you would on the high street.
- Visit Us
- You can visit us in the world-famous Hatton Garden in London, Birmingham, Liverpool, Leeds, Manchester, Sheffield, Nottingham, Glasgow, Edinburgh, Newcastle & Belfast. Our team members are always happy to help and are on hand to give their expert advice on buying diamonds. If internet shopping is more your style, you can also visit us online.
- Custom Jewellery & Bespoke Service
- All of our jewellery designs can be beautifully customised, by selecting your metal type and diamond specifications, to create the piece you envisaged. If you prefer a completely unique design, you can also take advantage of our bespoke service.
- Our Heritage
- With four generations of expertise guiding us, a team of expert craftsmen and knowledgeable diamond experts, we've grown into one of the most trusted jewellers in the world.
Contact info
7 Hatton Garden, EC1N 8AD, London, United Kingdom
- 0207 138 3672
- service@diamondsfactory.co.uk
- www.diamondsfactory.co.uk
4.3
Excellent
7K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 88% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very disappointed
There's so many wonderful reviews for this store in Birmingham, however my experience is less than satisfactory.
I ordered a platinum diamond pendant and chain in May, which was a gift for a special birthday. When it was delivered to store 4 weeks later it wasnt the chain I ordered. The chain was much thinner. I won't go into the service in store, as that wasn't the best. I explained that I wanted the chain I ordered.
It is now the end of July and I still have no chain.
It's difficult to get me by phone and I have been emailing the store and having replies to say they are trying to get one. I've had one call from the manager which I missed and again explained that I need to be contacted through email.
They supposedly manufacture themselves so I don't understand why such a big company cannot make it or source it from elsewhere. It's so very disappointing.
I have now emailed asking for HO contact details so I can formally make a complaint. I didn't want to do this but Birmingham leave me no choice.
16 May 2026
Unprompted review
Reply from Diamonds Factory
Hello,
Thank you for taking the time to leave your feedback. We are sorry to hear that you received the incorrect chain with your platinum diamond pendant and replacement has taken longer than expected. We apologise for this disappointment as we resolve this and ensure you are happy with your order.
Kindest Regards,
The Diamond Factory Team
Great experience from start to finish
Great experience from start to finish, always kept up to date with progress, couldn’t be more happy with beautiful pendant , looking forward to receiving matching earrings soon
15 July 2026
Reply from Diamonds Factory
Hello,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Great friendly service
Great friendly service, lovely piece of jewellery! Would definitely use again.
14 July 2026
Reply from Diamonds Factory
Hello,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Had such a positive experience instore
Had such a positive experience instore. Staff member, Ashley, was warm and friendly yet remaining very professional and knowledgeable in her trade
4 July 2026
Reply from Diamonds Factory
Hello Mary-Lin,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team, especially Ashley!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Horrific customer service
Never received a single response to any of my emails or formal complaint. Do not buy from them, the customer service is horrific.
30 June 2026
Unprompted review
Reply from Diamonds Factory
Hello,
Thank you for taking the time to leave your review. We're sorry to hear concerning your experience with communication. We appreciate you sharing your feedback and understand your frustration. We can confirm a member of our team has responded - hopefully they can resolve any issues you have?
Kindest Regards,
The Diamonds Factory Team
Delighted with my ring great quality
Delighted with my ring great quality. The service was excellent kept in touch through the whole experience
I am so happy with it I can’t stop looking at it. Amazing company . I’m saving for my next item
11 July 2026
Reply from Diamonds Factory
Hello Suzie,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Fantastic Service
Had to make a change not long after I'd ordered (ring size)
It was no problem. Staff were friendly and happy to help.
Had communication every step of the way whilst my ring was being made.
Delivery was secure and again, I was notified every step of the way.
Its a beautiful piece and I really am over the moon with it.
I will be using this company again.
4 July 2026
Reply from Diamonds Factory
Hello Zen,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Beautiful ring,excellent communication
Beautiful ring,excellent communication! Matches my engagement ring perfectly which I also purchased from df
4 July 2026
Reply from Diamonds Factory
Hello Sarah,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Price was the best I found online
Price was the best I found online. Service was excellent and really pleased with the ring.
17 July 2026
Unprompted review
Reply from Diamonds Factory
Hello,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
I find myself forced to make another…
I find myself forced to make another negative review, because after the first responses received by email, I no longer received any response from customer service. Order IT-47588. I still don't know when it will arrive, on the site it's still waiting for confirmation, 25 days have passed since the purchase!
17 July 2026
Unprompted review
Reply from Diamonds Factory
Hello Daniel,
Thank you for taking the time to leave a further review. We are sorry to hear concerning your experience. We can confirm that you have been provided update concerning this.
As we are a made to order business, we always recommend allowing for the maximum lead time which can be up to 4 working weeks. Although orders may be produced sooner, there are outside factors that can affect the delivery time which are out of our control.
Kindest Regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Jacqueline,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Very helpful stuff and good quality…
Very helpful stuff and good quality products highly recommended
3 July 2026
Reply from Diamonds Factory
Hello Mr. Corfu,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Absolutely blown away by my beautiful…
Absolutely blown away by my beautiful ring.
Over the moon with the lab grown diamonds, so very sparkly and the fit, the setting, the shape is all absolutely perfect. I was apprehensive about ordering a wedding ring online but I would not hesitate to recommend Diamonds Factory in the future. The process was seamless and the result is breathtaking ❤️💍
10 July 2026
Reply from Diamonds Factory
Hello Jill,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Stella,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
We went into Diamonds Factory in Hatton…
We went into Diamonds Factory in Hatton Garden without an appointment but Mahel Patel made us feel very welcome and comfortable. He was very knowledgeable and advised us what to go for. We're delighted with the diamond earrings we bought and were kept up to date by email throughout the whole process. Can highly recommend.
8 July 2026
Reply from Diamonds Factory
Hello Hazel,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our London team, especially Mahel!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Product was great / communication & deliver time was poor
Product was great, poor communication and delivery timeline.
1 July 2026
Reply from Diamonds Factory
Hello Sandra,
Thank you for taking the time to leave a review. We're pleased to hear that you're happy with your jewellery, but we're sorry that the communication and delivery times did not meet your expectations.
As we are a made to order business, our items can take up to 4 working weeks. Although orders may be produced sooner, there are outside factors that can affect the delivery time hence why we recommend allowing for the maximum lead time.
If there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we remain at your disposal.
Thank you again,
The Diamonds Factory Team
Recommend
I made a mistake with my order, which was quickly rectified by a helpful gentleman over the phone. I need not have worried about spending a large amount of money with this company. I was notified at each stage of their process. Delivery was prompt and efficient. I now own a 2 1/2 caret diamond ring which is simply beautiful with great savings by going direct.
1 July 2026
Reply from Diamonds Factory
Hello Lesley,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Saleema,
Thank you for taking the time to leave a review. We're sorry to hear that the ring you ordered did not meet your expectations
We appreciate your feedback and understand how disappointing this must have been. A member of our team have reached out via email - hopefully they can help with your issues?
Kindest Regards,
The Diamonds Factory Team
Brilliant customer services
Brilliant customer services , made me feel very welcoming and they was also very helpful.
Highly recommend
29 June 2026
Reply from Diamonds Factory
Hello Lewis,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Good website with clear pricing
Good website with clear pricing. And local in person support in convenient, central location.
Flexible arrangements to suit individual preferences
6 July 2026
Reply from Diamonds Factory
Hello Phil,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
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