Overall cannot really complain but never got a response to two emails I sent and the telephone waiting times were reminiscent of Covid times. The couriers DID not deliver to the recipient but merely l... See more
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Review summary
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Reviews shaping this summary
Great discount on the item I wanted at Goldsmiths compated with going direct. Quick next day delivery. I would have preferred communication from Goldsmith or DPD about the ETA of the item. Luckily... See more
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Arrived within the timescale on the website. Only issue I had was the waiting time on the phone to customer services. It took 45 minutes to speak to a person. (Starting at no 6 in the queue). Ov... See more
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My watch arrived super quick and in mint condition. It’s a shame our local store has closed down so I had to drive a little further to take some links out but they had very friendly and helpful staff... 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
30K 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 received by both Sophie…
Great service received by both Sophie and Claire. Both went the extra mile
August 12, 2026
Reply from Goldsmiths
Hello Alison,
Thank you for your wonderful 5-star review!
We're delighted to hear that you received great service from both Sophie and Claire. They will be thrilled to know that their efforts made such a positive impression. Going the extra mile for our clients is something we pride ourselves on, and it's fantastic to hear that this was reflected in your experience.
Thank you for taking the time to share your feedback. We truly appreciate your support and look forward to helping you again in the future!
Kind regards,
Kiera
Ordering online simple.
Ordering online simple.
Delivery was next day as advertised with an hour time slot
Well packaged perfect service
August 12, 2026
Reply from Goldsmiths
Hello Angela,
Thank you for your fantastic 5-star review!
We're so pleased to hear that you found our online ordering process simple and easy to use. It's great to know your order arrived the next day as advertised, with the convenience of a one-hour delivery time slot.
We're also delighted that your item was well packaged and that you felt the service was perfect from start to finish. Thank you for taking the time to share your experience. We truly appreciate your support and look forward to serving you again soon!
Kind regards,
Kiera
Quick and efficient online order.
Quick and efficient online order.
Delivery service also excellent.
August 12, 2026
Reply from Goldsmiths
Hello Margaret,
Thank you for your wonderful 5-star review!
We're delighted to hear that you found the online ordering process quick and efficient, and that our delivery service met your expectations. Providing a smooth and reliable experience from checkout to delivery is something we strive for every day.
Thank you for taking the time to share your feedback. We truly appreciate your support and look forward to assisting you again in the future!
Kind regards,
Kiera
Reply from Goldsmiths
Hi Eddie Leyland,
Thank you for your 5* review.
We are pleased you had an excellent service and support, and we would like to thank you for your purchase.
Best Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Sharon Welsh,
Thank you for your 5* review.
We're delighted to hear that you found the service easy to use and that your order arrived quickly.
We appreciate your feedback and hope you enjoy your purchase. We look forward to welcoming you back again soon.
Kind Reagrds,
Mia-Lilly
Purchase from Goldsmiths…
My purchase from Goldsmiths went well in accordance with their next day delivery service and the item arrived mid-morning by DPD.
August 11, 2026
Reply from Goldsmiths
Hi Graham Marsh,
Thank you for your review.
We're delighted to hear that your purchase experience went smoothly and that your order arrived promptly as part of our next day delivery service.
We appreciate your feedback and hope you enjoy your purchase. Should you need any assistance in the future, please don't hesitate to contact us.
Many Thanks,
Mia-Lilly
Excellent value.....negotiated a price…
Excellent value.....negotiated a price online. Quick, ordered at 5pm, delivered the following day at lunchtime........incredible.
August 5, 2026
Reply from Goldsmiths
Hi Michael Rose,
Thank you for your 5* review.
I am pleased to hear that you are happy with your purchase and prompt postage.
Kind Regards,
Mia-Lilly
Extremely Disappointing Experience
I visited Goldsmiths at the Trafford Centre regarding a Rado watch I had purchased only two days earlier, which I believed to have a mechanical fault. Unfortunately, what should have been a straightforward customer-service issue turned into an extremely unpleasant experience.
Additional information, they tell you to contact the customer service team as on this review and then they fail to respond to you, specifically 5 emails.
I want to make it clear that I was not simply looking for a refund. My preferred outcome was to exchange the watch for a completely different model and pay any additional difference in price. I was trying to find a positive solution and was prepared to spend more money with the store.
Instead, the interaction with management became increasingly confrontational. I was particularly shocked when a manager told me she knew “100%” that I had caused tiny marks to the clasp. I found this completely inappropriate, especially as the watch had been handled and resized by members of the store team before I took it home.
There were also inconsistencies in how the scratches were discussed. Initially, I was told that stainless steel can scratch easily, but when I suggested that the marks could potentially have occurred during the resizing or handling process in store, the explanation changed to insist that they could only have been caused by wear.
I was also concerned by the condition report completed when I returned the watch. The paperwork initially referred to scratches on both the bracelet and clasp. After I questioned this, the word “bracelet” was physically rubbed out and the report was amended to only mention the clasp. I found this concerning and believe it should be properly investigated.
The watch has now been sent away for a diagnostic assessment, which I welcome. I simply hope that the assessment is carried out objectively and independently of the assumptions made by the store management.
What makes this particularly frustrating is that Goldsmiths had an opportunity to retain me as a customer and make another significant sale. I was willing to exchange the watch for another model and pay more money to do so. Instead, the way I was spoken to completely changed my view of the store.
This purchase was intended to be a special semi-retirement present to myself. Instead of being an enjoyable and memorable experience, it has left a very sour taste.
For a retailer dealing in luxury watches, I expected a considerably higher standard of customer service, professionalism and discretion.
August 11, 2026
Unprompted review
Reply from Goldsmiths
Hi Colin Francis Jones,
Thank you for taking the time to share your feedback.
We are very sorry to hear that your experience did not meet the standards you expected, particularly when this purchase was intended to be a special occasion for you.
Please contact our Client Experience team at client.experience@thewosgroup.com, including your contact details and any relevant information, and a member of the team will be happy to assist.
Kind Regards,
Mia-Lilly
Excellent delivery
Excellent delivery , lovely gold chain but just too thin for my pendant so I need to return - no information on the website how to do that which makes me reluctant to place another order online ☹️
August 11, 2026
Reply from Goldsmiths
Hi,
Thank you for your feedback.
We're delighted to hear you were pleased with the delivery and love the gold chain. We're sorry it wasn't quite suitable for your pendant and that you were unable to find the returns information on our website.
If you need assistance with your return, please contact our team at webenquiries@goldsmiths.co.uk, and they'll be happy to help. We appreciate your comments and hope we'll have the opportunity to serve you again in the future.
Many Thanks,
Mia-Lilly
Reply from Goldsmiths
Hi Stuart,
Thank you for your kind feedback.
We're delighted to hear you received first-class service and found your purchase to be great value for money. We hope you enjoy your new item and look forward to serving you again in the future.
Many Thanks,
Mia-Lilly
My first choice every time
Easy to complete online. Delivery excellent. Packaging perfect.
Great experience
August 11, 2026
Reply from Goldsmiths
Hi Stephen,
Thank you for your 5* review,
We're delighted to hear that you found the online ordering process easy, and that you were pleased with the delivery and packaging. It's great to know you had such a positive experience. We hope to welcome you back again soon.
Best Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Gary Wilkinson,
Thank you for your kind feedback.
We're delighted to hear you received excellent service and are really pleased with your purchase. We hope to welcome you back again soon.
Best Regards,
Mia-Lilly
Easy to use i ordered a beautiful…
Easy to use i ordered a beautiful bracelet it arrived fairly quickly
August 11, 2026
Reply from Goldsmiths
Hi Safiona Stewart,
Thank you for your 5* review,
I am pleased to hear that our website was easy to order, and you received your order in expected time.
Best Regards,
Mia-Lilly
Huge delay, awful service
Ordered an Omega watch on a Saturday with guaranteed next day delivery. Did not arrive until the following Saturday. Was a 40th gift for my husband so was completely gutted this did not arrive in time and ruined what was supposed to be a very special day.
One email only saying order was delayed, no details on how long for. The online chat was constantly unavailable and a 40 minute wait on the phone. Email assistance took 5 days to get a response. Terrible service will never buy from goldsmiths again.
August 9, 2026
Reply from Goldsmiths
Hi Lorraine
Thank you for your feedback.
We're very sorry to hear that your order did not arrive in time for such an important occasion. We understand how disappointing this must have been, especially as it was intended to be a special 40th birthday gift.
If you would like to discuss your experience further, please contact us at webenquiries@goldsmiths.co.uk and our team will be happy to assist.
Best Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Jean Millington,
Thank you for your 5* review,
I am pleased to hear that you had excellent service, enjoy your purchase.
Many thanks,
Mia-Lilly
Lovely staff and as got item posted out…
Lovely staff and as got item posted out was kept updated
August 11, 2026
Reply from Goldsmiths
Hi Ann wilson,
Thank you for your feedback.
We're delighted to hear our team provided great service and that you were kept updated throughout the delivery process. We hope you enjoy your purchase and look forward to welcoming you back soon.
Best Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Mr David Teasdale,
Thank you for your feedback.
We're sorry to hear you were expecting a presentation box with your earrings. Please get in touch with our team at webenquiries@goldsmiths.co.uk, and they'll be happy to look into this for you. We appreciate your purchase.
Many Thanks,
Mia-Lilly
Very happy with the sevice and product
I was really happy with the range of watches and the ease of selection.
The whole process was quick and easy, and the next-day delivery was a great addition.
Very happy with my purchase and the service thus far.
August 10, 2026
Reply from Goldsmiths
Hi Ichabod,
Thank you for your positive review,
We're delighted to hear you found the selection process easy and were pleased with our range of watches and next-day delivery service. We hope you enjoy your new watch and look forward to assisting you again in the future.
Many Thanks,
Mia-Lilly
Reply from Goldsmiths
Hi Mr Small,
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.
Kind Regards,
Mia-Lilly
Great discount on the item I wanted at…
Great discount on the item I wanted at Goldsmiths compated with going direct. Quick next day delivery. I would have preferred communication from Goldsmith or DPD about the ETA of the item. Luckily on this occasion I was at home when the delivery was made.
August 10, 2026
Reply from Goldsmiths
Hi Sabah Khan,
Thanks for your feedback.
We're delighted you found a great price and were pleased with the quick delivery. We appreciate your comments regarding delivery updates and will take this on board as we continue to improve our communication. Enjoy your purchase!
Best Regards,
Mia-Lilly
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