Mahel in Hatton Garden was so helpful. He really went above and beyond for us, even sourced an IGI certificate for us and helped to arrange delivery to the Dublin store as we were leaving London. He w... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I made a mistake with my order, which was quickly rectified by a helpful gentleman over the phone. I need not have worried about spending a large amount of money with this company. I was notified at... See more
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Plenty of choice and easy to use website. Fair prices. Images of products realistic. Easy to place order. Description of products very useful. Updated with delivery good. The ring we purchased was... See more
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Great customer service. Kept me updated with frequent emails as production of the ring reached different stages. Arrived within the time frame they gave me. Very glad I came here for an engagement rin... See more
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Company details
About Diamonds Factory
Written by the company
Here at Diamonds Factory, our core goal and mission is all about making those all important milestones matter with luxury, affordable jewellery pieces. With over 15 years experience in the industry, Diamonds Factory was created from the simple idea that luxury products shouldn’t cost the earth - and that mission still stands firm now.
From the highest quality diamonds to unique gemstones and beyond, we offer an extensive range of incredible luxury jewellery pieces, specialising in engagement rings that make that ‘I Do’ moment one they’ll never forget.
Happy customers are at the heart of everything we do, which is why we offer around the clock real-human customer care. We’re always on hand to answer any queries or questions to make sure our customer satisfaction stays at an exceptional level, which can be seen clearly in our high calibre of outstanding reviews.
Our Promise
Written by the company
- Superb Value & Quality
- Superb value matched with exceptional quality is what sets us apart from high street jewellers. Every design is handcrafted by our expert craftsmen using high-quality, ethically sourced materials. As each design is sent direct from the makers, cutting out the middleman, you pay up to 78% less than you would on the high street.
- Visit Us
- You can visit us in the world-famous Hatton Garden in London, Birmingham, Liverpool, Leeds, Manchester, Sheffield, Nottingham, Glasgow, Edinburgh, Newcastle & Belfast. Our team members are always happy to help and are on hand to give their expert advice on buying diamonds. If internet shopping is more your style, you can also visit us online.
- Custom Jewellery & Bespoke Service
- All of our jewellery designs can be beautifully customised, by selecting your metal type and diamond specifications, to create the piece you envisaged. If you prefer a completely unique design, you can also take advantage of our bespoke service.
- Our Heritage
- With four generations of expertise guiding us, a team of expert craftsmen and knowledgeable diamond experts, we've grown into one of the most trusted jewellers in the world.
Contact info
7 Hatton Garden, EC1N 8AD, London, United Kingdom
- 0207 138 3672
- service@diamondsfactory.co.uk
- www.diamondsfactory.co.uk
4.3
Excellent
7K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 88% of negative reviews
Typically replies within 1 week
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Fantastic job from start to finish
Fantastic job from start to finish, private meeting in store is perfect!
October 5, 2025
Currently live in Spain
Currently live in Spain. The service and turnaround time was excellent.
July 19, 2026
Reply from Diamonds Factory
Hello Robin,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
I received the wrong ring and no answer from diamonds factory factory.
Despite sending an email and answering their survey I have received no news from diamonds factory. I chose a ring in the boutique in London but the person looking after us ordered a different ring to what I’ve tried !!! I was shocked when my fiancé got home ! We paid a lot for the ring and I am baffled to not have received any news from them! I would avoid at all cost !!
Here I am now with a ring I did not chose and do not like !!!
June 13, 2026
Reply from Diamonds Factory
Hello Pauline,
Thank you for taking the time to leave your feedback. We're very sorry to hear that the ring you received was not the one you believed had been selected during your time in store and your experience with response to this concern. We have requested and contact to be actioned and confirmed by the London team to resolve this asap. Again, we sincerely apologise for this frustration and disappointment.
Kindest Regards,
The Diamonds Factory Team
Gorgeous wedding ring!
Just received my wedding band and it is absolutely gorgeous!! The communication from start to finish was excellent and it was a safe and secure delivery! will 100% be ordering from here in the future the quality is fantastic and the diamonds look incredible and so sparkly!
July 24, 2026
Reply from Diamonds Factory
Hello Becca,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello John,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Item return issue
The item is not very small, and i am trying to return it back since 10 days, but no one is responding.
July 24, 2026
Reply from Diamonds Factory
Hello Rajankumar,
Thank you for taking the time to leave your review. We are sorry to hear that your order did not meet your expectations and that you've been unable to get a response regarding your return request. We can confirm that this has now been responded to.
Please note we also provide info concerning returns and refunds on our website due to this being a frequently asked question linked below:
https://www.diamondsfactory.co.uk/customer-care/returns-policy?_gl=1*19xox50*_up*MQ..&gclid=EAIaIQobChMIl-GekOy4iQMVWuUWBR1HjwySEAAYAiAAEgK_TvD_BwE
Kindest Regards,
The Diamonds Factory Team
After 2nd try for an evil eye necklace…
After 2nd try for an evil eye necklace the 2nd one came thru with speedy service. The first one must have been received in USCustoms in Memphis TN by an arse who had a power problem at the import site.
Love the 2nd one and will order from you again.
July 23, 2026
Reply from Diamonds Factory
Hello Donna,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Good communications and a very pretty…
Good communications and a very pretty ring, the only downside was the delivery. I had notification that it was coming at 12.11-13.11 last Thursday 23/7, slightly worrying when it did not turn up, it did not arrive until Monday .
July 23, 2026
Reply from Diamonds Factory
Hello Lindsay,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Be aware!
Warning: In my experience, this shop made false statements and I believe other customers should be aware.
I am extremely disappointed with this shop’s customer service and the way my complaint was handled.
I ordered earrings worth just over €900. When I collected the parcel from the DHL Packstation and opened it, the item was missing. I reported the problem to the seller immediately.
At first, I received no reply. After contacting them again, they claimed I had never contacted them before and even sent me a response intended for a completely different customer.
The seller then asked me to send photos of the opened parcel but did not ask me to take the parcel to DHL for a physical inspection, which is normally required when the contents of a parcel are missing.
After repeatedly asking for updates, I was told that DHL was investigating the case. Later, the seller informed me that my refund had been forwarded to the responsible department. Nothing happened. When I contacted them again, I was suddenly told that I first had to wait for DHL’s investigation to be completed.
Eventually, the seller claimed that DHL had finished its investigation, found no issue, and confirmed that neither DHL nor the seller was responsible.
Because this seemed questionable, I contacted DHL Express myself. DHL Express confirmed to me in writing that the seller had never contacted them and that no complaint or investigation had been opened with DHL Express regarding my case. This directly contradicts the seller’s statements.
After I sent this written evidence to the seller, they stopped responding completely.
In addition, because the seller never instructed me to submit the parcel to DHL for a physical inspection, such an inspection could not take place. As a result, the seller also missed the opportunity to process a proper damage claim through DHL.
The payment dispute is now being handled through Klarna. Based on my experience, I cannot recommend this shop.
July 30, 2026
Unprompted review
Reply from Diamonds Factory
Hallo,
vielen Dank, dass Sie sich die Zeit genommen haben, uns Ihr ausführliches Feedback mitzuteilen. Es tut uns sehr leid zu hören, welche Erfahrung Sie gemacht haben, und wir möchten uns aufrichtig für die entstandene Enttäuschung entschuldigen. Gleichzeitig bedanken wir uns für Ihre Geduld während der gemeinsamen Untersuchung mit DHL.
Im Verlauf der Untersuchung haben wir eng mit DHL zusammengearbeitet und sowohl den Versand- als auch den Zustellprozess sorgfältig geprüft. Dazu gehörten die Unterlagen unseres Versandzentrums, die bestätigen, dass der Artikel ordnungsgemäß verpackt, versiegelt und an DHL übergeben wurde, sowie die Ergebnisse der Untersuchung von DHL, nach denen das Paket ohne Anzeichen einer Manipulation oder sonstiger Unregelmäßigkeiten während des Transports an den vorgesehenen Empfänger zugestellt wurde. Wir verstehen vollkommen, wie enttäuschend dieses Ergebnis für Sie ist. Auf Grundlage der uns vorliegenden Informationen konnten wir jedoch nicht feststellen, dass der Artikel während des Transports verloren gegangen ist. Daher können wir in diesem Fall leider weder eine Rückerstattung noch einen Ersatz anbieten.
Sollten künftig neue Informationen oder weitere Nachweise vorliegen, prüfen wir den Sachverhalt selbstverständlich gerne erneut.
Mit freundlichen Grüßen
Das Team von The Diamonds Factory
Great service
Mahel in Hatton Garden was so helpful. He really went above and beyond for us, even sourced an IGI certificate for us and helped to arrange delivery to the Dublin store as we were leaving London. He was able to answer all of our questions and responded straight away any time we contacted him. Unfortunately, the ring wasn’t right for me in the end (it was stunning, just didn’t suit my hand) so I had to return it. But the returns process was also so easy and the staff in the Dublin store were very helpful with this.
June 13, 2026
Reply from Diamonds Factory
Hello Charlie,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our London and Dublin team, especially Mahel!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Reply from Diamonds Factory
Hello Ian,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Customer service is good
Customer service is good, communication is good but the product itself wasn’t quite what I expected. I bought a Ruby and diamond eternity ring and the rubies looked lovely and red in the photo but the actual product looks more like garnets than rubies. Not the red I was expecting.
July 12, 2026
Reply from Diamonds Factory
Hello,
Thank you for taking the time to leave a review. We're pleased to hear that you were happy with the customer service and communication you received. Despite this, we're sorry your eternity ring did not meet your expectations in terms of the ruby colour.
Please be aware we offer the option to exchange or refund within your first 30 days receiving the order as per our website:
https://www.diamondsfactory.co.uk/customer-care/returns-policy?_gl=1*dozk9o*_up*MQ..&gclid=EAIaIQobChMIl-GekOy4iQMVWuUWBR1HjwySEAAYAiAAEgK_TvD_BwE
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us.
Kindest Regards,
The Diamonds Factory Team
This was a pleasure- nice staff
This was a pleasure- nice staff, nice environment- no rush- no pushy sales at all - we’ve bought from them twice now- engagement and eternity rings, well worth the price- definitely one of the best value for money out there but with really good customer service
June 18, 2026
Reply from Diamonds Factory
Hello Molly,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Absolute incompetence—they currently…
Absolute incompetence—they currently have my returned ring AND my £637!
Do not use Diamonds Factory / Neve Jewels Limited. Their internal payment systems are completely broken and their customer service is shockingly incompetent.
I made a purchase of £637.00 on 8 June. The money left my account, but their system completely lost my transaction. Despite me providing concrete, bank-verified tracking codes, their customer service rep explicitly refused to investigate further and told me to take it up with my bank.
The reality? Their highly disorganized accounts team had bizarrely linked my payment to my partner's receipt instead of mine.
Because of this sheer incompetence, we returned the ring. Now, Diamonds Factory has both the returned merchandise AND my £637.00. Because I followed their own instructions and opened a chargeback, they are now using the active dispute as an excuse to not refund me. All their Accounts Team has to do is click "Accept Dispute" to release my funds, but they are too incompetent to even do that.
I am now waiting for Mastercard to forcefully take my money back from them by default. An absolute nightmare from start to finish. Save yourself the stress and buy your jewelry anywhere else.
The merchant’s reply below is completely misleading and an attempt to save face.
1. The "Forgery" Excuse: They mention "potential forgery" to scare off readers. The truth is that their own broken backend system mistakenly linked my payment to my partner's receipt. That is their administrative failure and incompetence, not fraud.
2. The "Chargeback" Lie: They claim they didn't advise a chargeback, yet their own customer service rep explicitly emailed me stating they could take no further action and to "contact your bank directly to investigate."
3. The "Hands are Tied" Lie: They claim they cannot do anything because of the ongoing dispute. False. Because I have already returned the ring to them, all their Accounts Team has to do is log into their merchant portal and click "Accept Dispute" to release my frozen £637.
Instead, they are choosing to hold my money hostage until the bank’s September 7th deadline forces their hand. Do not trust their PR responses.
June 8, 2026
Unprompted review
Reply from Diamonds Factory
Hello Noushin,
Thank you for taking the time to leave your detailed review. We're sorry to hear about the issues you experienced. We would like to clarify we did not advise to issue a chargeback concerning this. Please be aware that if any inconsistencies with details under which the order has been placed and the payment method used when payment or refund is being processed, this can cause issues as situations like this would be treated as potential forgery which we take seriously especially due to the nature of our business.
As you have raised the dispute with your bank, unfortunately there is nothing further we can action until we have allowed your bank time complete their investigation and notify us so we can proceed with any further action.
Kindest Regards,
The Diamonds Factory Team
Kept me updated throughout and the ring…
Kept me updated throughout and the ring is beautiful, I had a vision in my head what I wanted but couldn’t find it in the shops.
I would recommend for sure! Thanks again
July 17, 2026
Reply from Diamonds Factory
Hello Simon,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Fantastic service and jewellery
We had a fantastic experience visiting The Diamond Factory in Manchester. We were looking for an eternity ring and found the perfect one! The team built great rapport with us and really understood what we were looking for to help us find the one.
June 18, 2026
Reply from Diamonds Factory
Hello Gemma,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our Manchester team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Watch for them wanting your SSN
When I order they say the total includes taxes and shipping. After I order they want my SSN so I can pay Taxes and Duty (this is all part of shipping). When I tried to contact them about this issue (and giving my SSN to people I don't even know), the chat was not available at all. It was always "leave a message". No one ever answered the phone several times. They finally answered my email, but would not cancel my order as asked. Instead gave me some song and dance about taxes and duty not having to be paid. Wrong! (It said in the email that I was responsible,) I called again and they answered and stated that they had been trying to contact me and when confronted, they changed the story to they were going to contact me. Again, tried to say that taxes and duty may not be charged. Then I insisted that they cancel my order and the attitude started.
July 21, 2026
Unprompted review
Reply from Diamonds Factory
Hello Gary,
Thank you for taking the time to leave such detailed feedback. We're sorry to hear that your experience was affected by confusion regarding import requirements and difficulty with communication.
As you mentioned SSN, it appears your order was meant to be shipped to the USA. We do not need the SSN, but our courier for these deliveries to the USA (Fedex) require this due to changes in import requirements - these detail if provided should only be with the courier company directly and not ourselves.Again we sincerely apologise for your experience.
Kindest Regards,
The Diamonds Factory Team
The ring is beautiful and exactly what…
The ring is beautiful and exactly what we ordered, service was exceptional and arrived as expected.
July 9, 2026
Reply from Diamonds Factory
Hello Mrs Edgington,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Good communication. I had good comms from the company post…
I had good comms from the company post ordering and when I wasn’t going to be available for the scheduled delivery they replied quickly saying that would hold the order until an agreed date which worked out well.
July 15, 2026
Reply from Diamonds Factory
Hello Paul,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
Great customer service
Great customer service. Kept me updated with frequent emails as production of the ring reached different stages. Arrived within the time frame they gave me. Very glad I came here for an engagement ring. Highly recommended
July 15, 2026
Reply from Diamonds Factory
Hello,
Thank you for taking the time to review your experience with us, we appreciate your kind words.
We are also really pleased to hear you are satisfied with both your order and the service from our team!
Please don’t hesitate to get in contact with us if there is anything else we can help you with regarding your previous order or, of course, if you have any other questions or queries for us; we value our returning customers and remain at your disposal.
Kindest regards,
The Diamonds Factory Team
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