Austen & BlakeReviews 

I am extremely disappointed with my experience.
I placed an order worth over £700 on 17 May and was advised that delivery would take between 2 and 4 weeks. More than 6 weeks later, I am still waiting for the ring.

While I understand that delays can happen, the main issue has been the lack of communication throughout the process. I was not proactively informed of any problems or delays and instead had to repeatedly contact customer service for updates. The only information I received was when I chased the company myself.

To make matters worse, I received conflicting information from different members of staff regarding the status of my order and expected delivery date. I was also promised a callback that never happened, and my formal complaint took 12 days to receive a response.

Only after escalating the matter was I informed that there had been issues sourcing suitable stones and that the original stones were rejected during production. Had this been communicated to me at the time, the situation would have been far easier to understand and accept.

For a company selling premium jewellery, I expected far better communication and customer service. Unfortunately, my experience has been frustrating, time-consuming, and well below expectations.

I hope the ring is worth the wait, but based on my experience so far, I would be hesitant to recommend Austen & Blake.

Friendly staff in the Glasgow store, easy choosing and buying process, good communications and great product, my wife was very pleased with her anniversary present!

Bought an eternity ring for my wife, arrived at the time promised (the earlier side of the delivery window, which was nice!) and all seems to be exactly as described. Excellent packaging for delivery as well, quite discreet and doesn't give away the details/value of the item contained with any obvious livery on the envelope. Wife is happy, so thats a good sign, right!

I had an excellent experience with Amber while shopping for a diamond ring. She was knowledgeable, professional, and incredibly patient throughout the entire process. Amber took the time to understand what I was looking for, answered all my questions clearly, and provided honest guidance without any pressure.

Her attention to detail and genuine passion for helping customers made the experience enjoyable and stress-free. Thanks to Amber’s expertise, I found the perfect diamond ring and felt confident in my purchase. I highly recommend Amber to anyone looking for exceptional customer service and expert advice when choosing fine jewellery.

Great service very happy with everything

Great customer care and excellent product. My fiancé was so very happy with her engagement ring.

While the buying experience is easy and staff are friendly it’s important to be honest. The staff understand the products they sell, hut lack the knowledge to truly advise you on the types of pieces and things to look out for. It’s quite obvious when choosing a diamond as they don't really know more outside of the choices on screen.

Since this I’ve been to other jewellers who at least have lab diamonds and a few natural for example. Here they were all cubic zircona on dirty place mats. The overall experience n the London store felt cheap but appeared better because of the store design. Look closely and you can see the cheapness of it all.

It’s more a sales experience rather than a tailored, thought through ring picking experience. They want to close a sale, not ensure you get the best thing.

This was evident with the ring sizing which became the downfall. A few evident things about the ring; after shopping around the rings appear dainty, but they’re actually quite fragile. They aren’t thick at all which for a ring, is concerning. Needed a resize which should’ve been easy. Worker tested the resize and recommended going a half size down. After going to another jeweller I know this recommendation wasn’t even right.

This is where it all goes wrong. For a company of the size this is, the most simple of things fails. 21 working days later there was no update. What followed was daily chases for myself, only to find out they messed up the resize. Gave them a second chance and again, it failed their own quality checks. This was the last straw. I’m really shocked that a company of this scale can’t do a simple resize correctly. In hindsight, every single review that’s negative highlights aftercare being the failure, not the buying process. It took days of pushing back and discussing between customer service and in store staff to secure a refund when I ultimately decided it was not worth the hassle.

Even then, the apology in store was non existent, and customer service staff, while helpful, didn’t seem to be concerned that it was going back and forth between warehouse and quality checks, showing this is probably the norm after purchase.

Prices may seem low, and the overall options better than other stores, but this low price comes at the cost of low customer service and poor workmanship and support if ever needed.

If you’re really looking for an engagement ring and want the experience to be truly special, and your purchase valued, go elsewhere.

If you have any concerns that you may not be buying the right size or may need changes, do not use them. Go elsewhere. This is what they do worst, even though it’s one of their largest selling points. Don’t put yourself through the stress.

3 months later I have a refund, but all the horror stories show this is almost always an uphill battle filled with empty promises and them claiming ‘this fell below their high standards’. These are the standards and they aren’t even high.

Do not shop at Austen Blake.

Can’t praise them more. Patient, supportive, picked the prefect rings, beautiful quality, made time for us and got us a brilliant deal! Thank you!

Gorgeous ring and great service. I was kept updated along the way and it arrived quickly. Highly recommend!

Amazing service and updates. Shirley in the Belfast office and her manager were nothing but helpful and the missus loved the ring in the end- which is all that matters. Ill be back for my wedding bands soon!

Ordered a bespoke diamond necklace and it has arrived with a snapped chain. Emailed customer service multiple times as I work and am unable to phone during the phone line opening hours. No reply on emails. Live chat does not work and no reply on social media. Over £200 spend for no response and a snapped silver chain. Appalling.

I was greeted at the door when I arrived and was helped by Jeanette who was fantastic. I had an idea of what I wanted and she helped me find the perfect ring. She was very calm and seemed genuinely excited for me which made it a very enjoyable experience. I picked up the ring and was helped by Alyssa who was equally as helpful and knowledgeable. The ring came out amazing and looks just like I hoped. 10/10 would recommend to anyone

I was assisted by Florian in the Norwich store who was very knowledgeable and friendly. I ordered my partners engagement ring following his advice and he kept me updated throughout. I needed the ring by a particular date and the whole team did everything they could to help me, and I eventually collected the ring just in time thanks to their tireless efforts. My partner loves her engagement ring, as does everyone who has seen it. I would thoroughly recommend Austen and Blake following my experience with them.

We ordered a beautiful engagement ring in 2024 and were initially very pleased with the ring. Unfortunately in March 2026 the ring distorted. I contacted Austen and Blake on the 10th March and sent the ring off for assessment. The ring was covered under the lifetime manufacturing guarantee as it was a slight fault in the ring metal that had caused the distortion I was told of this one week later. We agreed to the ring being remade on the 20th March at no cost to us, Austen and Blake covered the cost of postage back to them and our ring would be sent to a confirmed address. Unfortunately this is where the problems then started. We were advised the remake would take 3-4 weeks, after 4 weeks I chased up how the remake was going, this email was ignored. A few days later we then received a DPD email saying the ring was going to the wrong address, we were unable to rearrange where it was delivered. The ring that was delivered was the wrong size. We emailed 27th April to ask to get this resized, no reply, followed up 1st May about the resize, still no reply. I then called 4th May, spent over an hour in the queue to speak to someone to ask for this to be sorted. It was arranged the ring would be picked up by DPD 2-4. This was incorrectly booked with DPD as 12-2 so we then had to called and spent more time in the queue to get this changed back to 2-4. The ring was confirmed as received by Austen and Blake on the 8th May. We were told this resize would take 21 days. We send an email to get an update on the 2nd June. 4th June we were told the ring has failed quality control and would need to be remade, another 3-4 weeks. We emailed back same day expressing to ask for reassurance that this wasn't a reoccurring fault and if the remade would prevent any further problems. My husband tried to call Austen and Blake to talk to someone about the ongoing faults but after spending 90 minutes on hold had to hang up for a work meeting. On the 12th June we emailed again to chase up our email from the 4th as it was not responded to. We are now over 3 months without the engagement ring and are still without contact from Austen and Blake about the manufacturing issues that have occurred.

First class help and advice from Elham in the Solihull store. I was looking to place an online order but needed clarifacation on a few points. Elham contacted me by telephone promptly and assisted me through the buying process with several follow up emails. Would highly recommend.

Excellent advice and support in choosing the right ring.

The service was outstanding.
Great selection of rings for a reasonable price.
I loved the designs of both my engagement ring and wedding band. Really happy I could bring my rings for a clean free of charge to a different branch.

Great very helpful

Came into the store in March to shop for wedding bands with my partner and had a fantastic appointment with Agnieszka. We ended up both going down the bespoke route as we loved aspects of a few different rings. 4 months later and our rings have arrived and we couldn't be happier! Agnieszka was brilliant through all email comms, keeping us up to date with the progress of our rings being made and all of the back and forth before that to make sure that we ended up with exactly what we wanted. Couldn't be happier with the experience - thank you so much!

From the very first moments we entered the store, Amber exceeded our expectations and elevated our experience tremendously. My partner and I were looking for an engagement ring, and whilst we had an idea of what we would like, Amber really helped us find one that geninuely made my partner emotional and excited to wear it. We both walked out after our appointment feeling like we'd had a great experience and made the day feel fantastic. A big thank you to Amber, what a pleasure.