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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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
Company replied
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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Replied to 98% of negative reviews
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The worst customer service I've ever experienced
If I could give this zero stars I would. Received the item fine but it's too small so I want to return it. The returns 'portal' tells me that it's too late to return (it's not) so I try contacting them first via email, then when I get no reply after a week I try telephone (no answer, queue doesn't move in 15 minutes) and 'live chat' - again, no answer, queue doesn't move in 15 minutes.
I finally received what looks like an automated reply to my original email today - *19 days* after I contacted them - in which all the 'helpful' links to returns information and store location are broken.
There is no customer care here. If your order arrives fine then breathe a sigh of relief because otherwise you're very much on your own.
July 27, 2026
Unprompted review
Reply from Goldsmiths
Hello Paul,
Thank you for taking the time to leave your feedback. We are sorry to hear about the difficulties you have experienced when trying to arrange a return and contact our Client Service team.
We understand how frustrating it must have been to encounter issues with the returns portal, followed by delays in receiving a response to your email and being unable to obtain assistance via telephone or live chat.
We also appreciate your disappointment regarding the delayed response and the issues you experienced with the information provided.
This is not the level of service we strive to provide, and we regret the frustration and inconvenience this situation has caused.
We would like the opportunity to investigate this matter further and assist with your return. Please contact our Customer Experience team at client.experience@thewosgroup.com with your order details, and a member of the team will be happy to help.
Kind regards,
Kiera
Pen didn’t work possibly no ink in…
Pen didn’t work possibly no ink in refill not good for a £500 Montblanc pen.
July 27, 2026
Reply from Goldsmiths
Hello,
Thank you for taking the time to leave your feedback. We are sorry to hear that you experienced an issue with your Montblanc pen.
We understand how disappointing it must have been to receive a product that was not performing as expected, particularly given the value and reputation associated with the brand. This is not the experience we want our clients to have.
We would welcome the opportunity to investigate this matter further and assist with a resolution. Please contact our Customer Experience team at client.experience@thewosgroup.com with your order details, and a member of the team will be happy to help.
Kind regards,
Kiera
Quick set up on purchase
Quick set up on purchase. Delivery was as said. Very pleased with item. I would shop again. Thank you
July 27, 2026
Reply from Goldsmiths
Hello,
Thank you for your fantastic feedback. We're delighted that you had a positive experience and appreciate you taking the time to leave us a review. We hope to welcome you back in the near future.
Kind regards,
Kiera
Bad delivery and no customer service
Its impossible to get hold of customer service, you spend at least a couple of hundreds here and you get a delivery that can't be amended to Saturday and you have to pay extra for this service, one time took day off work just to receive a delivery but the agent didn't even knock on my door and just left a note sorry we missed you, there is no info about the weight of the gold accessories on the website. Also, as a customer we don't have an option to choose a different delivery service at checkout like many other businesses do, its a underwhelming service overall. In short bad delivery and inexistent customer service, the visit to the shop is not pleasant either.
July 26, 2026
Reply from Goldsmiths
Hello,
Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations.
We understand your frustration regarding the delivery service and the difficulties you experienced when trying to contact our Client Service team. We appreciate how disappointing it must have been to encounter issues with a delivery attempt, particularly after taking time away from work to receive your order.
We also note your comments regarding delivery options, product information available on our website, and your in-store experience.
At Goldsmiths, we strive to provide a high standard of service throughout every stage of the customer journey, and we regret that this was not reflected in your experience.
We would welcome the opportunity to investigate your concerns further. Please contact our Customer Experience team at client.experience@thewosgroup.com with your details, and a member of the team will be happy to assist.
Kind regards,
Kiera
speedy efficient service
July 26, 2026
Reply from Goldsmiths
Hello Mrs Elliott,
Thank you for your fantastic feedback. We're delighted that you had a positive experience and appreciate you taking the time to leave us a review. We hope to welcome you back in the near future.
Best wishes,
Kiera
It was very easy to order
It was very easy to order, quick next day delivery, packed very well.
July 26, 2026
Reply from Goldsmiths
Hello Lynne,
Thank you for your fantastic feedback. We're delighted that you had a positive experience and appreciate you taking the time to leave us a review. We hope to welcome you back in the near future.
Best wishes,
Kiera
My ring was ordered and delivered present to me…
My ring was ordered and delivered to me in the time I was told, and the delivery driver arrived in the time that was given.
July 26, 2026
Reply from Goldsmiths
Hello Margaret,
Thank you for your fantastic feedback. We're delighted that you had a positive experience and appreciate you taking the time to leave us a review. We hope to welcome you back in the near future.
Kind regards,
Kiera
When my order was not delivered I didn’t manage to get in touch with anyone to help me
Awful service
July 22, 2026
Reply from Goldsmiths
Hello,
Thank you for taking the time to leave your feedback. We are sorry to hear that your order was not delivered as expected and that you were unable to get in touch with our Client Service team when you needed assistance.
We understand how frustrating this must have been, particularly when trying to obtain an update or resolution regarding your order. We regret that the support you received did not meet the standards we aim to provide.
We would welcome the opportunity to investigate this matter further. Please contact our Customer Experience team at client.experience@thewosgroup.com with your order details, and a member of the team will be happy to assist.
Kind regards,
Kiera
Reply from Goldsmiths
Hello Luke,
Thank you for your kind review. We're so pleased to hear that you enjoyed your experience with us. Your feedback is greatly appreciated, and we look forward to assisting you again soon.
Best wishes,
Kiera
Purchased Hamilton Khaki Auto 38mm and…
Purchased Hamilton Khaki Auto 38mm and delighted. Amazing watch for the money. Super accurate, great quality movement, light thin and comfortable. Looks great.
Service from Goldsmiths was 10/10.
July 26, 2026
Reply from Goldsmiths
Hello Steven,
Thank you for your kind review. We're so pleased to hear that you enjoyed your experience with us. Your feedback is greatly appreciated, and we look forward to assisting you again soon.
Best wishes,
Kiera
Buying experience very good
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. I had to wait for another day when a different driver duly delivered the watch on time.
July 25, 2026
Reply from Goldsmiths
Hello,
Thank you for taking the time to leave your feedback. We are pleased to hear that you found the process of selecting and purchasing your watch simple and straightforward.
However, we are sorry to learn of the issues you experienced with the courier delivery. We appreciate how frustrating it must have been to be waiting at home for your order, only to be informed that a delivery attempt had been made when you were available to receive it.
While we are pleased that the watch was successfully delivered on a subsequent attempt, we understand the inconvenience caused by the delay.
Your feedback is important to us, and we will ensure your comments are shared with the relevant team. If you would like to discuss your experience further, please contact our Customer Experience team at client.experience@thewosgroup.com.
Kind regards,
Kiera
Quick delivery
Really happy with my watch ordered on Friday arrived the next day. Brilliant service. Highly recommend
July 26, 2026
Reply from Goldsmiths
Hello,
Thank you for your kind review. We're so pleased to hear that you enjoyed your experience with us. Your feedback is greatly appreciated, and we look forward to assisting you again soon.
Best wishes,
Kiera
Ordered a watch for a wedding gift
Ordered a watch for a wedding gift. Arrived on time but the watch has a defect. Tried numerous time to call with very long waits, Messaged on socials to be ignored and the live chat service does not work. No time to be able to have it replaced. Shocking service
July 24, 2026
Reply from Goldsmiths
Hello David,
Thank you for taking the time to share your feedback. We are sorry to hear that you experienced issues with your watch and that obtaining support proved so difficult.
We understand how disappointing this must have been, particularly as the watch was purchased as a wedding gift and you were left without sufficient time to arrange a replacement.
We are also sorry to learn of the difficulties you experienced contacting our Client Service team, and that your attempts to reach us by phone, social media, and live chat did not provide the assistance you needed.
This is not the level of service we strive to deliver, and we regret the frustration and inconvenience this has caused.
We would welcome the opportunity to investigate your experience further. Please contact our Customer Experience team at client.experience@thewosgroup.com with your order details, and a member of the team will be happy to assist.
Kind regards,
Kiera
Placed order on the Friday and it…
Placed order on the Friday and it arrived Saturday dinner time! Very well packed and a very polite delivery man by the name of Paul. I was very impressed.
July 26, 2026
Reply from Goldsmiths
Hello Janet,
Thank you for your kind review. We're so pleased to hear that you enjoyed your experience with us. Your feedback is greatly appreciated, and we look forward to assisting you again soon.
Best wishes,
Kiera
I've been told I would receive my order…
I've been told I would receive my order in 1-2 working days , my order came in a week , I've tried calling their customer service phone number , I've waited for an hour in the que for the robot to kick in, just as I was number 1 in the queue ,"we are sorry but we are currently unavailable to assist , please call later "which as a lovely experience ... I've tried their live chat , most of the day is unavailable for orders and updates , so no one cares, at least I've received my order , eventually ... I doubt id ever use your services again
July 26, 2026
Reply from Goldsmiths
Hello Benjamin,
Thank you for taking the time to leave your feedback. We are sorry to hear that your experience did not meet your expectations.
We understand how frustrating it must have been to experience a delay beyond the estimated delivery timeframe and then encounter difficulties when trying to contact our Client Service team.
Waiting on hold for an extended period only for the call to be disconnected, as well as being unable to access assistance via live chat, is understandably disappointing.
While we are pleased to hear that your order was ultimately delivered, we regret that the lack of communication and support has left you with a negative impression of our service.
We would welcome the opportunity to review your experience further. Please contact our Customer Experience team at client.experience@thewosgroup.com with your order details, and a member of the team will be happy to assist.
Kind regards,
Kiera
Reply from Goldsmiths
Hello Ian,
Thank you for your kind review. We're so pleased to hear that you enjoyed your experience with us. Your feedback is greatly appreciated, and we look forward to assisting you again soon.
Kind regards,
Kiera
The staff made our experience…
The staff made our experience exceptional. Marco and Steph had fantastic knowledge of all the products. We had a great experience and laughed so much.
July 26, 2026
Reply from Goldsmiths
Hello Kelly,
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
Customer service was exceptional and…
Customer service was exceptional and received goods the next day. Very good overall experience.
July 26, 2026
Reply from Goldsmiths
Hello Adrian,
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,
Kiera
Reply from Goldsmiths
Hello Karen,
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
Found it very difficult to speak with…
Found it very difficult to speak with your customer services department. Had a watch that didn’t work, no apologies. Wouldn’t buy from you again.
July 26, 2026
Reply from Goldsmiths
Hello Debbie,
Thank you for taking the time to share your feedback. We are sorry to hear that you found it difficult to contact our Client Service team and that your experience did not meet your expectations.
We understand how frustrating it must have been to receive a watch that was not working correctly, and we are disappointed to learn that you felt your concerns were not handled with the care and attention they deserved. This is not the level of service we aim to provide.
We would appreciate the opportunity to investigate your experience further. Please contact our Customer Experience team at client.experience@thewosgroup.com with your details, and a member of the team will be happy to assist.
Kind regards,
Kiera
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