Austen & Blake - London Reviews 170

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!

Brilliant website design, great communication on delivery and friendly staff in store

Whole online process so smooth and hassle free. When the package arrived it was disguised very well and other security protocols were also in place.
The ring itself was spectacular. Will definitely be shopping here agin when I need my next bit of jewellery.

Haifa was insanely thorough, (very patient) and extremely knowledgeable about every aspect of my buying journey.

Her responsiveness and accessibility was unrivalled compared to other places and she only ever reassured me and never pressured me at any point.

I definitely look forward to working with her again in the very near future.

Fantastic service making the purchase smooth and seamless

Great service with a glass of prosecco, very knowledgeable and friendly staff, and the young woman that helped us, whose name I forget, was absolutely incredible.

Great customer service and beautiful rings delivered. A general enquiry appointment turned into us buying all the rings we needed. The choices and information provided was great and quality of the rings we got was exactly as described. Thank you! The young lady that saw us, big thank you!

They make good rings but has the worst customer experience you can get from a company where you spend your hard earned money (thousands of pounds) to buy something precious and lifelong for someone you love.

I had to wait to receive my ring for over 14 weeks from the day I placed my order where they say it takes 4-6 weeks. I stayed patient!, but they don't do the same for you.

Not great communication, wouldn't respond to you for days and unless constantly chased.

They take there time and make you wait but wouldn't budge on there 30 days resizing policy. Even though they made me wait 14 weeks and I had to change my plans now that I need resizing and I am travelling to propose and would be back until 2 days after the 30 days period.

In short, they make good rings and will customise it for you however you want, *but you should only go for them if you are not to spend your hard earned money and don't care about how long you might have to wait and are good with minimal communication once the order is placed, also be ready to hear about the T&C on after service*.

Wouldn't recommend to my friends & family.

The team are super friendly and knowledgable.

I asked a member of the team for help whilst on the phone and helped me through the whole process to make sure I had done it right. He also asked what I was looking for and made me feel very safe.

I was very impressed with how stunning it looks and would definitely recommend to anyone look for amazing quality diamond.

Over the moon!

Thank you team!

Do not buy from this store!

We chose this jeweller for our engagement ring based on their high ratings and reputation online (if only we’re thoroughly read the 1star comments!!). My partner selected the design, materials, and stones, and paid a deposit about 1.5–2 months before our planned proposal abroad.

On the scheduled collection date, my partner received multiple emails (which we assumed were system errors). At the store, when picking up, he discovered the ring was entirely wrong. It is in different design, different stones, different finish (ordered gold, received silver). But at that time, we were assured they would resolve the issue, so we gave them time to fix it.

Their “solution” was to ask us to pay an additional 20% due to a price change during the 1.5-month period, despite the fact the error was entirely theirs. When checking their online system, the same design was still listed at a lower price than we originally paid (insane!! Felt scammed!!).

After multiple phone calls and assurances that they would resolve this without extra charges, we were told the same 20% surcharge still applied a couple of days later. Given the time pressure before our trip, we had no choice but to cancel. This was deeply disappointing and stressful so close to an important personal moment for us.

In our view, this was so so so unprofessional, misleading, and avoidable. We trusted their strong online reviews but feel other customers should be aware of our experience before purchasing!!!!

Good, gentle advice given and appreciated resulting in a delightful piece of jewellery.

Bought a diamond ring and diamond earrings for my wife's 60th. Very pleased with the jewellery and the service was excellent.