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
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This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 48 hours
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Absolutely awful
Absolutely awful
Avoid at all costs
Sent me a used watch Breitling at over £2000 when I paid for new and won’t answer emails phone calls or chat box for a return.
As a repeat customer I would expect far better.
July 30, 2026
Reply from Goldsmiths
Hello Mark,
Thank you for taking the time to share your feedback. We are extremely sorry to hear about your experience and appreciate how disappointing this must have been.
We understand your concerns regarding the condition of the Breitling watch you received, particularly given your expectation that a new item had been purchased. We also recognise your frustration at being unable to reach us through email, telephone, or live chat when trying to arrange a return.
This is not the level of service we strive to provide, especially for a valued repeat client, and we sincerely apologise for the inconvenience and disappointment caused.
We would like the opportunity to investigate this matter and assist you further. Please contact our Client Experience team at client.experience@thewosgroup.com with your order details and any relevant information, and a member of the team will review your case as a priority.
Thank you for bringing this to our attention. We hope to have the opportunity to resolve your concerns and restore your confidence in Goldsmiths.
Kind regards,
Kiera
Well done to the Peterborough staff.
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 website and found that to be an excellent service too, very quick delivery.
July 27, 2026
Reply from Goldsmiths
Hello Jackie,
Thank you for your wonderful 5-star review.
We're delighted to hear that you received such a warm welcome from our team at Goldsmiths Peterborough. While we're sorry the item you were looking for wasn't available in store, it's fantastic to know that our colleague was able to assist you and provide helpful guidance on how to find the right piece.
We're also pleased that you had a great experience ordering through our website and that your delivery arrived quickly. Providing helpful service both in our showrooms and online is something we take great pride in.
Thank you for choosing Goldsmiths. We truly appreciate your feedback and hope to welcome you back again soon.
Kind regards,
Kiera
Extremely disappointed with the level…
Extremely disappointed with the level of service I received at the Watford store this morning. After having a watch on order for approx 6 years I was spoken to by a member of staff who was not willing to help with my request to look it up on the computer. After having previously arranged with the manager that I was able to speak on my mother's behalf. The level of service needs to be looked at !
July 30, 2026
Unprompted review
Reply from Goldsmiths
Hello Stephen,
Thank you for taking the time to share your feedback. We are very sorry to hear about your recent experience at our Watford showroom.
We understand how disappointing this must have been, particularly given the length of time your watch has been on order and the prior arrangement that had been made for you to speak with us on your mother's behalf. It is concerning to hear that you felt your request was not handled with the level of assistance and care you would reasonably expect.
Providing attentive and professional service to every client is extremely important to us, and we regret that we fell short of those expectations on this occasion.
We would welcome the opportunity to investigate this matter further. Please contact our Client Experience team at client.experience@thewosgroup.com, providing your mother's details and any additional information relating to your visit, and a member of the team will be happy to review your concerns.
Thank you again for bringing this to our attention. We hope to have the opportunity to address your concerns and restore your confidence in Goldsmiths.
Kind regards,
Kiera
In addition to the unanswered emails…
In addition to the unanswered emails regarding a simple query following an online purchase:
I was on hold on 29 July for 30 mins - no answer.
On 3 occasions have had no response from the chat service and the 'queue' count down does not change or it is not available.
30 July, I was on hold for 1 hour and was counted down to #1 in the queue then told told no one was available and got cut off.
July 30, 2026
Unprompted review
Reply from Goldsmiths
Hello Ruby,
Thank you for taking the time to share your feedback. We are very sorry to hear about your experience and understand how frustrating this must have been.
We apologise that your emails regarding a post-purchase query went unanswered and that you encountered such significant difficulties when trying to contact us through both our telephone and live chat services. Being kept on hold for extended periods, reaching the front of the queue only to be disconnected, and receiving no response via live chat falls far short of the level of service we aim to provide at Goldsmiths.
We would welcome the opportunity to investigate this further and assist with your query. Please contact our Client Experience team at client.experience@thewosgroup.com, providing your order details and any relevant correspondence, and a member of the team will review the matter as soon as possible.
Thank you for bringing this to our attention. We sincerely apologise for the inconvenience caused and hope to have the opportunity to restore your confidence in Goldsmiths.
Kind regards,
Kiera
Reply from Goldsmiths
Hi Karen Harrison,
Thank you for a kind review.
We are pleased to know that the service provided was quick, you found the website easy to use and it arrived in enough time.
Best Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Magdalena,
Thank you for your 5* review.
We are pleased to know that you had great and professional service when purchasing your items, and that the postage was prompt.
Kind Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Customer,
Thank you for your positive feedback.
I am pleased to hear that you are happy with the speed of the delivery, and you received your order within the expected time.
Many Thanks,
Mia-Lilly
Good service all round
July 29, 2026
Reply from Goldsmiths
Hi Mike,
Thank you for your review, we are pleased you had a brilliant experience with us.
If you are able to give us some feedback on what we can do better on next time, please feel free to contact us at webenquiries@goldsmiths.co.uk
Best Regards,
Mia-Lilly
Very quick and a beautiful watch.
July 29, 2026
Reply from Goldsmiths
Hi Karen Connor,
Thank you for your 5* review.
I am pleased to hear that you are happy with the speed of the delivery, and you received your order within the expected time.
Best Regards,
Mia-Lilly
My order was simple to make ,I used my…
My order was simple to make ,I used my Blue light card and got a really good discount,simple to do.the order was delivered next day,well packaged and on time.great choice on the website ,easy to navigate .overall fantastic service.
July 27, 2026
Reply from Goldsmiths
Hi Beth Christie,
Thank you for your positive review.
We're delighted to hear that you found the ordering process easy, enjoyed using your Blue Light Card discount, and received your order quickly and securely.
It's great to know that our website was easy to navigate and that you had such a positive experience overall.
We truly appreciate your support and look forward to welcoming you back to Goldsmiths soon.
Many Thanks,
Mia-Lilly
Reply from Goldsmiths
Hi Miss Mandy Heine,
Thank you for your 5* review.
I am pleased to hear that you are happy with the speed of the delivery thank you for your purchase.
Many Thanks,
Mia-Lilly
Product is perfect but it was left next…
Product is perfect but it was left next to the gate , no notification or no knock on the door.
Could easily of been stolen.
July 29, 2026
Reply from Goldsmiths
Hi Ivan Poulson,
Thank you for your feedback.
We're delighted to hear that you're happy with your watch.
However, we're sorry to learn about the delivery experience and understand your concerns. Your comments regarding the parcel being left unattended without notification have been noted and appreciated.
We would like to investigate this further please contact webenquiries@goldsmiths.co.uk
Kind Regards,
Mia-Lilly
The gift wrapping I paid extra for was…
The gift wrapping I paid extra for was torn and the box that had the watch inside was dented. The watch itself looks good, as shown, but hopefully this can be rectified.
July 29, 2026
Reply from Goldsmiths
Hi Miss Ouswa Ali,
Thank you for your feedback.
We're sorry to hear that the gift wrapping and presentation of your order did not arrive in the condition expected. We're pleased to know you're happy with the watch itself, and we appreciate you bringing this to our attention.
Please contact us directly at webenquiries@goldsmiths.co.uk so we can look into this and work towards a resolution for you.
Kind Regards,
Mia-Lilly
The watch was exactly as described
The watch was exactly as described, it was delivered promptly and securely.
July 29, 2026
Reply from Goldsmiths
Hi John Shields,
Thank you for your 5* review.
We are pleased that you found the watch you purchased was exactly as described, and that the speed of the delivery exceeded your expectations.
Best regards,
Mia-Lilly
1 of 2 items not delivered and very…
1 of 2 items not delivered and very hard to get through to customer support
July 28, 2026
Reply from Goldsmiths
Hi Emma,
Thank you for leaving feedback.
We're sorry to hear that part of your order was not delivered and that you experienced difficulty contacting customer support. This is not the level of service we aim to provide.
Please get in touch with us directly at webenquiries@goldsmiths.co.uk so we can look into this for you.
Many Thanks
Mia-Lilly
Excellent service from ordering from…
Excellent service from ordering from the store really happy with my watch and in future I will shop again at Gold smith.
July 29, 2026
Reply from Goldsmiths
Hi Shabana Thagia,
Thank you for your positive review.
We're delighted to hear you're happy with your watch and that you had an excellent experience in store. We truly appreciate your support and look forward to welcoming you back to Goldsmiths in the future.
Best Wishes,
Mia-Lilly
Brilliant service as always thank you
Brilliant service as always thank you
July 28, 2026
Unprompted review
Reply from Goldsmiths
Hi Andrew,
Thank you for your 5* review.
We are so pleased that you had brilliant service, we hope that you continue to enjoy your purchase.
Many Thanks,
Mia-Lilly
Very disappointing experience at…
Very disappointing experience at Goldsmiths Brent Cross.
I took two bracelets purchased from Goldsmiths for repair and paid a £25 deposit for each. I was never told that the deposit would be non-refundable if I did not accept the repair quote.
One bracelet could not be repaired, and I was told by a member of staff that I would receive the £25 deposit back when collecting it. However, when I returned, they refused to refund it.
After being a loyal customer for over six years, I am very disappointed by the poor communication and inconsistent information. Please make sure you ask clearly about the deposit policy before leaving any jewellery for repair, as you may lose your money without being properly informed.
June 24, 2026
Unprompted review
Reply from Goldsmiths
Dear Vasilica Dospinescu,
Thank you for your feedback.
We're sorry to hear that your experience did not meet expectations. We value your loyalty and appreciate you taking the time to share your concerns.
If you'd like to discuss this further, please get in touch with us directly at client.experience@thewosgroup.com and we'll be happy to look into it.
Many Thanks,
Mia-Lilly
super fast delivery
Fantastic deal on a ladies BOSS watch - ordered online Monday morning and was delivered to my door the very next morning - great service
July 28, 2026
Reply from Goldsmiths
Dear Jenna,
Thank you for your fantastic feedback.
We're delighted to hear you found a great deal on your BOSS watch and that your order arrived so quickly. It's wonderful to know our service met your expectations, and we appreciate your support.
We hope you enjoy your new watch and look forward to assisting you again in the future.
Best regards,
Mia-Lilly
Easy to order online
Easy to order online, and my watch came the next day. Very pleased with my purchase which came beautifully packaged. The delivery driver was pleasant, and delivered on time and with care.
July 29, 2026
Reply from Goldsmiths
Dear Mrs Sharon Adams,
Thank you for you 5* review.
I am so pleased that you found our website easy to order from, and it is it great to hear that your order came within expected time.
We hope you continue to enjoy your purchase, and we look forward to welcoming you back again soon.
Kind Regards,
Mia-Lilly
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