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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
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
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
Company replied
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.
Reply from Diamonds Factory
Hello Craig,
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,
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 have an urgent order for an…
I have an urgent order for an engagement ring and your customer service is not replying to my emails or calls. Can someone please check my order status?
29 May 2026
Unprompted review
Reply from Diamonds Factory
Hello Henrique,
Thank you for leaving your review with us. We're sorry to hear you are having trouble receiving update on your engagement ring order.
We have sent you a request for some further details. Could you respond so that we can resolve this for you as quickly as possible?
Kindest Regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Chris,
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
Emailed a few times regarding an order
Emailed a few times regarding an order, and no
Reply
3 June 2026
Reply from Diamonds Factory
Hello Layla,
Thank you for taking the time to leave your review. We're sorry to hear that you did not receive a response after contacting concerning your order.
We appreciate your feedback and understand your frustration. We can confirm we have now responded to you enquiry via email.
Kindest Regards,
The Diamonds Factory Team
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
Anniversary present 🎁
Choosing the diamond and the setting was easy. Paying was easy. I was kept up to date by email and the diamond arrived when said. I liked that I had to give a code to the delivery driver before receiving them. Not had that before.
10 June 2026
Wedding ring
Ordered my wedding ring online, got plenty of emails to keep me informed as to what stage my order was at, was delivered a lot quicker than I expected and was packaged really lovely. Very happy with the service they provided!
16 June 2026
Unprompted review
Reply from Diamonds Factory
Hello Mia,
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 Stefan,
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
Team is very knowledgeable and they…
Team is very knowledgeable and they help you create your dream piece hassle free, thank you for creating such a special ring, my fiancée loves it
8 June 2026
Reply from Diamonds Factory
Hello Brock,
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 Sam,
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
‼️⚠️ ORDER DELAYED FOR WEEKS AND MY REFUND AS WELL, NO RESPONSE FROM THE STAFF⚠️ ‼️
‼️⚠️ ORDER DELAYED FOR WEEKS AND MY REFUND AS WELL, NO RESPONSE FROM THE STAFF⚠️ ‼️
I was told to come pick up in 2-4 weeks.
waited 6 weeks, got so stressed and tired of waiting, I cancelled my order, also I found the same ring for £310 cheaper with another company (Abelini- they delivered my ring as well in 1 week lot better than this DF)
Still waiting for my money back from Dimond Factory. They said funds will be refunded in 5-7 days. I asked to for a order confirmation email, i got it but it day 15 and still no sign of a refund or response from the company.
I would appreciate someone from the customer service team contacting me to resolve this. Order number ending in 098/1
Francis
15 June 2026
Unprompted review
Reply from Diamonds Factory
Hello Shan,
At Diamonds Factory we pride ourselves on offering the highest level of customer service and highest quality items, unfortunately you have mentioned on this occasion we’ve fallen below our usually high standards.
Thank you for taking the time to leave your feedback. We apologise for your experience with the delay of your order and refund. We can confirm that we are investigating this to ensure this refund is processed asap.
Kind Regards,
The Diamonds Factory Team
Customer service awful
Customer service awful. Had an issue with my ring and emailed them. Never heard back even though they said that someone would be in touch.
Unfortunately the reply to my message was received I had written my review. I needed to return the item as it was extremely bulky on my finger but they did not address this. They offered to resize at a cost to me The finger size was not the issue.
7 June 2026
Reply from Diamonds Factory
Hello Sharon,
Thank you for taking the time to leave a review. We are sorry to hear that you experienced an issue with your ring and the delayed communication after contacting us.
We can confirm a member of our team have responded to your email concerning this and the refund has been completed.
Kindest Regards,
The Diamonds Factory Team
From start to finish the whole…
From start to finish the whole experience was incredible! I was kept updated along every step of the way and the final product exceeded my expectations! It is truly beautiful
31 May 2026
Reply from Diamonds Factory
Hello Susan,
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
Ordering online was easy
Ordering online was easy. Item arrived and I am so pleased with it! Delivery was fast, courier was really helpful ringing in advance to make sure I was home. 5 star service!
5 June 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
MISLEADING PRICES…
Why do they advertise DISCOUNTED PRICES when they are higher than previously. Isn’t that illegal
Whilst they claim prices fluctuate, which is fine, but making false claims of big discounts is illegal. Perhaps they need training in the laws around false advertising!
5 February 2026
Reply from Diamonds Factory
Hello Michelle,
Thank you for taking the time to leave your review with us.
Unfortunately within the jewellery industry, prices can fluctuate over time due to factors outside our control, including changes in the cost of precious metals, gemstones and etc. which can change on a daily basis as it is a live market.
We recognise that this can be frustrating which we understand and appreciate you taking the time to raise your concerns.
Thank you again,
The Diamonds Factory Team
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 Manchester 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 price.
I wanted a platinum, emerald and diamond ring for my 70th birthday. I found exactly what I was looking for on the Diamonds Factory web site. The ordering process was easy and the ring arrived within 4 weeks from order.
This is my second time using DF, I ordered diamond earrings which were also exactly as requested. Will use them again.
4 June 2026
Reply from Diamonds Factory
Hello Janine,
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
Really impressed with the ring
Really impressed with the ring.
Worth the wait. Craftsmanship is outstanding!
Fiancé is very happy!
4 June 2026
Reply from Diamonds Factory
Hello Steve,
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
From start to finish it was a first…
From start to finish it was a first class service.
Joanne was very professional throughout.
25 May 2026
Reply from Diamonds Factory
Hello Alan,
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 Glasgow team, especially Joanne!
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.