Staff at Austen&Blake London were accommodating especially Fabiha. She’s been patient with me in my visit as we kept discussing and finally concluding with the right ring. PS my fiancée loves the ring... See more
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
See what reviewers are saying
I had the best experience with Austen & Blake picking out an engagement ring. I booked an appointment to pick out and engagement ring with the London Branch. I had my appointment with Alanna who was s... See more
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 everythin... See more
The staff were so helpful and polite, not pushy at all, the whole process of buying my wedding band was so easy! Would definitely recommend!!
Company details
Written by the company
Find Us Our opulent London store can be found on Greville Street in Holborn. Greville Street is a short road with a long history, home of the pub frequented by Charles Dickens himself, The One Tun, and the famous Bleeding Heart Square - a cobbled square that is home to the Bleeding Heart restaurant. Visit our London shop where our experts are at hand in a no-pressure environment, offering customisable designs and personalised service, allowing you to find or create the design of your dreams.
Contact info
Greville Street 8, EC1N 8SB, London, England, United Kingdom
- 07497896224
4.1
Great
169 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 84% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
friendy and helpful
March 31, 2026
I had an extremely disappointing…
I had an extremely disappointing experience with Austen & Blake.
I ordered an engagement ring, and unfortunately I gave the wrong size measurement, completely my mistake. However, when I collected the ring and realised it was too big, I left it in the store immediately and called them within two hours asking for the ring to be remade.
I assumed the remake process had already started, especially because I explained that my proposal was planned for 4 weeks later.
After 1.5 weeks of silence, I received an email asking whether I actually wanted the ring remade. This was incredibly frustrating because I had already requested it both in store and over the phone. I then had to chase them repeatedly by email and phone calls, before they finally started the process, wasting another 4 days.
What makes this worse is that the original ring was made in around 2 weeks, yet somehow the remake takes over 4 weeks. Because of their delays and poor communication, I now have to use a fake display ring for my proposal instead of the actual engagement ring.
The customer service felt disorganised, dismissive, and disrespectful throughout the process. I understand mistakes happen, including mine, but the way this was handled was unacceptable.
April 7, 2026
Unprompted review
Reply from Austen & Blake - London
Hello Robertas,
Thank you for reviewing your experience with us, we appreciate you taking the time to do so.
At Austen & Blake 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.
We apologise for this experience you have had concerning the remake of your order. We appreciate your feedback as we examine how this communication breakdown has occurred and ensure this does not occur in the future.
Kindest regards,
The Austen & Blake Team
The staff were so helpful and polite
The staff were so helpful and polite, not pushy at all, the whole process of buying my wedding band was so easy! Would definitely recommend!!
April 24, 2026
100%
Staff at Austen&Blake London were accommodating especially Fabiha. She’s been patient with me in my visit as we kept discussing and finally concluding with the right ring. PS my fiancée loves the ring and proudly wears it everyday.
March 6, 2026
Appalling service, broken promises, and a ruined purchase
Terrible experience from start to finish. Avoid Austen & Blake.
Austen & Blake damaged my ring while it was in their care for resizing, then subjected me to months of delays, missed deadlines, poor communication, and broken promises.
I was repeatedly told the ring would be ready by certain dates, only for those dates to pass with no proper update. At one point I travelled into London specifically to collect it because they had confirmed it would be ready, only to find out afterwards that it was not. Completely unacceptable.
When the remade ring finally arrived, it was materially different in colour from the original and noticeably paler. After everything that had already happened, this was the final straw.
I ultimately had to reject the remake and insist on a refund. Although the refund was eventually processed, the overall handling of the matter was appalling.
This was supposed to be a special purchase, and Austen & Blake completely ruined the experience. I would not use them again and would not recommend them to others.
May 4, 2026
Unprompted review
Reply from Austen & Blake - London
Dear Matt,
Thank you for reviewing your experience with us, we appreciate you taking the time to do so.
At Austen & Blake 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.
We are genuinely sorry to hear about the issues you encountered and the frustration this situation has caused.
We apologise for this experience concerning communication, timelines and the remade ring not meeting your expectations.
While we’re glad the refund was ultimately processed, we acknowledge this does not undo your overall experience. We greatly appreciate your feedback as we review this overall experience internally to ensure this is not occur in the future.
Kindest regards,
Austen & Blake Customer Service
I had the best experience with Austen &…
I had the best experience with Austen & Blake picking out an engagement ring. I booked an appointment to pick out and engagement ring with the London Branch. I had my appointment with Alanna who was so patient and fully explained everything to about which band to pick, the shape and size of the diamond as well as taking the time to explain every aspect of choosing the perfect stone. I picked out a ring and diamond in Late January and had it ready for collection by early February and it was the perfect ring. My fiancé has been wearing it daily for a month and so far we've had no issues. Top quality service and excellent selection of style.
March 8, 2026
Despite the order being 'lost' and…
Despite the order being 'lost' and there only being a record of 50% payment being made the team did everything to rectify the situation including upgrade the clarity and colour of the diamonds and ensured I had the rings in time for my 60th birthday. High praise for the customer service received.
April 22, 2026
Great quality wedding and engagement…
Great quality wedding and engagement ring. Really helpful staff
April 14, 2026
Very nice and helpful staff
Very nice and helpful staff. Great quality items. We are very happy with our wedding bands
April 1, 2026
Reply from Austen & Blake - London
Dear Alya,
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!
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,
Austen & Blake Customer Service
Poor customer service
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.
February 12, 2026
Unprompted review
Reply from Austen & Blake - London
Dear Kostas,
Thank you for reviewing your experience with us, we appreciate you taking the time to do so.
At Austen & Blake 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.
We are sorry for this delay yo have experienced concenring communication with us. We can confirm we have a member of our team been in contact concerning your ring providing update. We have also sent you a request for some further details, please could you respond to that?
Kindest regards,
Austen & Blake Customer Service
Amazing service, beautiful wedding band
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
January 3, 2026
Reply from Austen & Blake - London
Dear Valued Customer,
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!
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,
Austen & Blake Customer Service
Great customer service
Great customer service. Professional and knowledgable. Engagement ring sizing was spot on.
February 11, 2026
Reply from Austen & Blake - London
Dear David,
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!
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,
Austen & Blake Customer Service
It’s easier to contact the spirits than…
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
February 25, 2026
Unprompted review
Reply from Austen & Blake - London
Dear Mr. S Weed,
Thank you for reviewing your experience with us, we appreciate you taking the time to do so.
At Austen & Blake 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.
We are sorry for this experience concerning communication. We can see a member of our team have responded concerning your query and hopefully have been able to resolve your issues?
We have also sent you a request for some further details, please could you respond to that?
Kindest regards,
Austen & Blake Customer Service
Post-Christmas present
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.
January 24, 2026
Unprompted review
Reply from Austen & Blake - London
Dear Helen,
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 Mo!
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,
Austen & Blake Customer Service
Excellent Designs & Services
Highly recommend because their customer service & jewellery designs are excellent.
December 11, 2025
Reply from Austen & Blake - London
Dear Faheem,
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!
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,
Austen & Blake Customer Service
Reply from Austen & Blake - London
Dear Valued Customer,
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!
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,
Austen & Blake Customer Service
mixed experince
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.
December 26, 2025
Reply from Austen & Blake - London
Dear Valued Customer,
Thank you for reviewing your experience with us, we appreciate you taking the time to do so.
At Austen & Blake 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.
We are sorry to hear of this experience. We can confirm a member of our team have reached out concerning this. Hopefully they can assist you?
Kindest regards,
Austen & Blake Customer Service
I bought 2 rings form A&B
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.
December 9, 2025
Reply from Austen & Blake - London
Dear Valued Customer,
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!
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,
Austen & Blake Customer Service
What I thought I was purchasing to what I actually received.
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.
December 2, 2025
Unprompted review
Reply from Austen & Blake - London
Dear Valued Customer,
Thank you for reviewing your experience with us, we appreciate you taking the time to do so.
At Austen & Blake 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.
As you customise the product selecting the carat weight, there will be "Earrings & Diamond details" as you view towards the bottom of the webpage that will show the breakdown of the carat weight for each of our products- in this case showing the carat for each earring. The photo displayed for the earrings are representation of earrings with 1 carat selected (half carat each).
A member our team will be in contact to help and hopefully resolve this for you
Kindest regards,
Austen & Blake Customer Service
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.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
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.