Always a good experience with goldsmiths either online or in store. The only thing I wish they would do both inshore and online is to complete the warranty card! They never do it. Other stores ive bou... See more
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Review summary
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The process of selecting and buying the watch was simple and easy. Unfortunately the courier service was very poor; the driver said there was no-one home when I was present and waiting the whole time.... See more
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The experience with Goldsmiths was good. The guy called Lawrence at Trafford Centre branch was brilliant. In terms of customer service, other staff members were average and below average really. Deliv... See more
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Welcomed by friendly staff. Even though the item we wanted wasn't stocked at the Peterborough branch The lady was very helpful and explained how we could find the item required. We ordered from the we... See more
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Company details
About Goldsmiths
Written by the company
SHOP Jewellery
SHOP Watches
SHOP Engagement Rings
EST. 1778
With more than 230 years of tradition and experience, our first showroom opened in Newcastle in 1778. We were the jewellers who made the Rugby League Trophy, and we were the UK's first appointed stockist of Rolex watches in 1919.
Through the years, Goldsmiths has been elevated and transformed into a dynamic destination for luxury watches such as Rolex, OMEGA, Tudor, TAG Heuer, Breitling and Cartier.
Today, Goldsmiths is the one of the leading quality jewellers in the UK with over 90 showrooms in every major town and city from Aberdeen to the south coast and Northern Ireland, selling fine jewellery and diamonds.
It all comes down to one thing: we love what we do, and it shows. Big or small, gold or silver. We love it all and our team is expertly trained to help you find and keep safe items you will treasure forever.
If our service has fallen below your expectations and you are not entirely happy with your recent experience, please raise a formal complaint by contacting customer.relations@thewosgroup.com
Contact info
4.4
Excellent
29K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 48 hours
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Great service and my purches arrived…
Great service and my purches arrived bang on time. What a beautiful braclet, my girlfriend loves it.
July 25, 2026
Reply from Goldsmiths
Hello Alexander,
Thank you for your lovely review. We're thrilled that your experience met your expectations and that you left feeling satisfied. We look forward to welcoming you back to Goldsmiths again soon.
Kind regards,
Kiera
First time using Goldsmiths and were…
First time using Goldsmiths and were 100% reliable all round.
Would highly recommend
July 25, 2026
Reply from Goldsmiths
Hello Andrew,
Thank you for your lovely review. We're thrilled that your experience met your expectations and that you left feeling satisfied. We look forward to welcoming you back to Goldsmiths again soon.
Kind regards,
Kiera
Reply from Goldsmiths
Hello Steve,
Thank you for your lovely review. We're thrilled that your experience met your expectations and that you left feeling satisfied. We look forward to welcoming you back to Goldsmiths again soon.
Best wishes,
Kiera
Website easy to follow
Website easy to follow, lots of choice, necklace was beautiful, birthday present for daughters 60th.
Quality box for necklace.
Delivery next day was brilliant, and delivery company were good also, overall a great service.
July 25, 2026
Reply from Goldsmiths
Hello Elizabeth,
Thank you for sharing your positive feedback. We are delighted to hear that you had an enjoyable experience with us. We look forward to seeing you again in the future.
Best wishes,
Kiera
Fast service.
Fast service! Next day delivery as promised, very impressive. Courier a bit too fast though. Didn't ring bell, didn't wait, just left £6.5k watch on doorstep. Good job I was in.
July 25, 2026
Reply from Goldsmiths
Hello Ian,
Thank you for your fantastic review. We're pleased to hear that your order was delivered promptly and that you were happy with the speed of service.
We are sorry to learn that the courier did not follow the expected delivery process, and we appreciate you taking the time to share this feedback.
Thank you for choosing Goldsmiths, and we look forward to serving you again in the future.
Kind regards,
Kiera
Very quick delivery and offered a free…
Very quick delivery and offered a free fitting service which was very easy to use
July 25, 2026
Reply from Goldsmiths
Hello Kita,
Thank you for your 5-star review. We're delighted to hear you had a great experience with us and appreciate your feedback. We look forward to welcoming you back soon.
Kind regards,
Kiera
A must read before spending!
Dear Customer Relations,
I am writing to express my complete disappointment and frustration with the appalling level of customer service I have received from Goldsmiths throughout this entire experience.
To begin with, the engagement ring I originally purchased arrived damaged. For a purchase of this value, this is simply unacceptable and should never have happened. What should have been one of the most exciting and memorable moments of my life instead became an incredibly stressful and frustrating ordeal due entirely to Goldsmiths’ failures.
Following the discovery of the damaged ring, I found it unnecessarily difficult to contact your customer service team. Whether through your online chat, email, or by telephone, communication has been extremely poor. Responses have been slow, inconsistent, and at times non-existent. As a customer spending thousands of pounds, I expected reassurance, urgency, and professionalism. Instead, I was left chasing updates myself with very little support.
What has frustrated me most is your policy of refusing to send a replacement until the damaged ring had been returned and assessed, with an assessment period of up to 14 days. Given that this was an engagement ring for a planned surprise proposal, there was clearly no appreciation for the importance or time-sensitive nature of the purchase.
Because Goldsmiths were unwilling to provide a prompt replacement, I was forced into an unbelievable position. To avoid having my proposal ruined, I had no choice but to purchase a second engagement ring at a further cost of £4,250. This meant I had £8,500 tied up across two engagement rings simply because your company could not resolve an issue that was entirely of its own making.
No customer should ever be placed in a position where they have to spend thousands of pounds more just to ensure a proposal can go ahead as planned. Had I not been financially able to do this, Goldsmiths would have completely jeopardised one of the most important moments of my life.
To make matters worse, I am still waiting for the refund for the original damaged ring. It has now been two weeks, which I consider wholly unacceptable. Goldsmiths were quick enough to take my money, yet returning it has been unnecessarily slow despite the fact that the fault lay entirely with the product supplied.
The lack of urgency, accountability and customer care shown throughout this process has been shocking. For a company that presents itself as a premium jeweller, the service I have received has fallen well below any reasonable standard. I expected exceptional customer care to match the premium prices you charge, but instead I have experienced delays, poor communication, unnecessary stress and complete disregard for the inconvenience caused.
I would like a full explanation as to why this matter has been handled so poorly, confirmation of exactly when my refund will be processed, and an explanation of what Goldsmiths intends to do to compensate me for the inconvenience, stress and financial burden your failures have caused.
I sincerely hope no other customer has to endure an experience like this.
I look forward to your urgent response.
Kind regards,
Joseph Horne
June 6, 2026
Unprompted review
Reply from Goldsmiths
Hello Joseph,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and appreciate the disappointment and frustration this situation has caused.
We understand how important an engagement ring purchase is and recognise the distress caused by receiving a ring that was not in the condition expected. We also appreciate the impact that the subsequent delays, communication difficulties, and returns process had on what should have been a special and memorable occasion.
We are sorry to learn that you experienced challenges contacting our Client Service team and that you felt unsupported throughout the process. We understand your concerns regarding the time taken to assess the returned ring before a replacement could be arranged, particularly given the time-sensitive nature of your planned proposal.
We also appreciate the inconvenience caused by having funds committed to two separate purchases while awaiting the resolution of your original order and understand your concerns regarding the time taken for the refund to be processed.
We would like the opportunity to review your concerns in full and ensure that your feedback is investigated appropriately. Please contact our Customer Experience team at client.experience@thewosgroup.com, quoting your order details and any previous correspondence, and a member of the team will be happy to assist further.
Kind regards,
Kiera
Reply from Goldsmiths
Hello Marek,
Thank you for the 5-star rating and kind feedback. We are delighted to know that you had a positive experience with us and appreciate your support. We hope to see you again soon.
Best wishes,
Kiera
Bought a pre owned watch from…
Bought a pre owned watch from Goldsmiths and was apprehensive about the condition it would be in when it arrived. Needless to say it was in perfect condition with the original case and instructions. Will definitely be buying from here again in the future
July 25, 2026
Reply from Goldsmiths
Hello Marcus,
Thank you for the 5-star rating and kind feedback. We are delighted to know that you had a positive experience with us and appreciate your support. We hope to see you again soon.
Best wishes,
Kiera
good price and aquick delivery
June 22, 2026
Reply from Goldsmiths
Hello,
Thank you for the 5-star rating and kind feedback. We are delighted to know that you had a positive experience with us and appreciate your support. We hope to see you again soon.
Kind regards,
Kiera
Arrived on time stated
Arrived on time stated. Delivery driver was so professional and friendly. Happy with my purchsse earrings are so nice.
July 25, 2026
Reply from Goldsmiths
Hello Amanda,
Thank you for the rating and kind feedback. We are delighted to know that you had a positive experience with us and appreciate your support. We hope to see you again soon.
Best wishes,
Kiera
Great service
Great service. Received my purchase the following day. Great quality and lovely presentation.
July 24, 2026
Reply from Goldsmiths
Hello Delia,
Thank you for the 5-star rating and kind feedback. We are delighted to know that you had a positive experience with us and appreciate your support. We hope to see you again soon.
Best wishes,
Kiera
Reply from Goldsmiths
Hello Paula,
Thank you for the 5-star rating and kind feedback.
We are delighted to know that you had a positive experience with us and appreciate your support. We hope to see you again soon.
Kind regards,
Kiera
Great Wrist Watch
Great Wrist Watch, Always wanted to buy a Tissot. Very Happy, though it’s bigger for my wrist.
July 25, 2026
Reply from Goldsmiths
Hello,
Thank you for your lovely review. We're thrilled that your experience met your expectations and that you left feeling satisfied. We look forward to welcoming you back to Goldsmiths again soon.
Kind regards,
Kiera
I'm delighted with my watch purchase
I'm delighted with my watch purchase, however communication from Goldsmiths was poor.
I placed my order on Tuesday morning, on Wednesday I had not been informed of its dispatch, the live chat would not work and I then spent 40 minutes holding to speak to a representative who imformed me my order was still pending and could not confirm as to when it would be dispatched. On Thursday I recieved a notification from DPD saying my watch was to be delivered that day and on Friday I recieved a dispatch email from Goldsmiths.
July 25, 2026
Reply from Goldsmiths
Hello,
Thank you for taking the time to share your feedback. We are delighted to hear that you were pleased with your watch purchase. However, we are sorry to learn that the communication surrounding your order did not meet your expectations.
We appreciate how frustrating it must have been to be unable to access the live chat service and then spend considerable time waiting to speak with a representative, only to receive limited information regarding your order's status.
We also understand your disappointment at receiving delivery notification updates from the courier before receiving confirmation of dispatch from us.
While we are pleased that your order was delivered successfully, we regret that the communication throughout the process fell short of the standard we aim to provide.
If you would like to discuss your experience further, please contact our Customer Experience team at client.experience@thewosgroup.com, and a member of the team will be happy to review your feedback.
Kind regards,
Kiera
Reply from Goldsmiths
Hello,
Thank you for your lovely review. We're thrilled that your experience met your expectations and that you left feeling satisfied. We look forward to welcoming you back to Goldsmiths again soon.
Kind regards,
Kiera
Reply from Goldsmiths
Hello Julie,
We truly appreciate your 5-star review. It's wonderful to hear that you had a great experience with us. Thank you for your support, and we hope to welcome you back again soon.
Kind regards,
Kiera
Reply from Goldsmiths
Hello Daniel,
We truly appreciate your 5-star review. It's wonderful to hear that you had a great experience with us. Thank you for your support, and we hope to welcome you back again soon.
Best wishes,
Kiera
Reply from Goldsmiths
Hello Ian,
We truly appreciate your 5-star review. It's wonderful to hear that you had a great experience with us. Thank you for your support, and we hope to welcome you back again soon.
Best wishes,
Kiera
From the moment we arrived it was so…
From the moment we arrived it was so easy to get what we wanted. The service and aftercare was faultless.
July 22, 2026
Reply from Goldsmiths
Hello,
We truly appreciate your 5-star review. It's wonderful to hear that you had a great experience with us. Thank you for your support, and we hope to welcome you back again soon.
Best wishes,
Kiera
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