Austen & Blake Omdömen 

Along with many others our experience of AB is terrible customer service, no communication, and it being repetitively and consistently impossible to contact anyone about our order - the online chat is never available, no one ever responds to the “leave a message” option and no one answers the phone or emails.

My partner bought my engagement ring from AB in September last year. It needed to be resized, and whilst that was done we received no updates/communication.

4 days after getting it back I noticed the main stone was chipped (during the resizing process). I was told that the workshop would review it and let us know next steps. We again heard nothing from them and were not informed that it was a stone fault (as later confirmed) or what they were doing with the ring. Eventually we got the ring back.

More recently the band broke - this time I requested that a note was put on the order to ensure we got updates. We received an initial update over a week after I dropped the ring off confirming it was a fault with the band (presumably from resizing it) and that they would remake the ring. They confirmed it should be ready in 3 weeks from the order date. It has now been 4 and since then we have heard nothing and have not been able to contact anyone about the progress of the order.

As many others have mentioned, buying and receiving an engagement ring is a really special process and the ring itself important and sentimental. This experience has been ruined multiple times in the last 10 months because of AB’s terrible customer service.

If you want a basic level of communication - find a different jeweller!!

Dorota was incredible throughout the entire process. She was extremely helpful, communicative, and attentive, and it was clear that she genuinely cared about every detail of the custom ring design. She truly went above and beyond to make sure everything was right.

The finished ring is absolutely beautiful. It turned out even better than the CAD images and honestly better than I could have imagined. I am so happy with the result and incredibly grateful for the care, thought, and craftsmanship that went into creating it. I would highly recommend Dorota and the store to anyone looking for a truly special and personalised experience.

Spent over £2000 - not dissapointed.

Outstanding service from start to finish, couldn’t be happier with the Chester branch for helping with the selection

My experience was NOT GREAT
To much bull sh1t

It was so easy to customise the perfect ring for my partner.

Excellent service from my initial visit to receiving my beautiful ring, the assistant was friendly, helpful professional and extremely knowledgeable, she put me at ease and made the process seamless

Amazing customer service at the store and on time delivery of ring .

Ring looks absolutely pretty and fits perfect

I found the perfect wedding band for me right away, thanks to the helpful staff!

My partner bought me my engagement ring I’m guessing around May 2025. He proposed in July 2025.

February 2026 I went in for a cleaning as I was close by to be pointed out the prongs were damaged and bent. The agreed to remake the ring for free based on the state of the metal.

I then was very happy to be picking up my new ring in April. When it arrived the diamond was loose, the band was thicker and two diamonds were missing off the shaft.

I finally was able to pick my ring up on the 31st May after 15 weeks of not having my ring, for events as well such as 2 Hen do’s and important family events.
It all looked good and my partner received £150 compensation on a £2.5k ring. Which is a little bit laughable when it works out £15 a week of me not having my ring.

We are now on the 24th July and my ring is damaged again! The Dimond is loose!

Context - I don’t work, I have a disability which means I’m not very active definitely don’t do exercise or anything similar. Even so he bought the best quality possible and this is what is happening with daily wear!

Heartbroken is an understatement

DO NOT BUY and wish me luck for the next contact with them.

EDIT- I’ve seen the reply asking for further details and I don’t know how or where to respond to this however

I will add the sales team in store have been lovely and are seeming very helpful this is not anything to do with the sales team just the poor craftsmanship

Initially a great experience when purchasing the engagement ring. Then I went back for wedding bands after having purchased an engagement ring here, did not get the wedding bands discount I was promised for returning.

Then when my band arrived it was two sizes too small. I take some of the blame here for picking the wrong size, but you’d expect the professionals to be able to advise more accurately here.

This meant my band was not ready for our wedding day, and I had to use a temporary ring. AB charged me £150 deposit for a brass replica that, if worn, would turn my finger green. Probably has a value of about £10.

The wedding was two weeks ago as I write this, and still I have not received my wedding band. The lead time for a resize is 4-6 weeks, which for a simple gold band I find crazy. Some jewellers can do this in house while you wait.

Anyway, bit of a shame in the end. Started off great with the engagement ring purchase and then the service definitely suffered after that. They seem short staffed in the Edinburgh store so even one or two customers in there at a time is full capacity.

A fantastic shop, staff are very knowledgeable and friendly great customer service, I previously ordered a bespoke engagement ring and this was for my wedding ring, would definitely recommend this shop for something a little different if you’re after a piece of jewellery no one else has.

Do not waste your time buying here. I thought I found a great place, lots of the positive reviews, however if you sort by recent, you'll see it's gone down hill fast.
The customer service is horrendous. No reply most the time, limited information, and you have to chase for a reply. NOT what you want for a business dealing with major life events and thousands of pounds.
I would comment on the quality of their products, however this isn't possible as I am still waiting...

William made my experience very easy, answered all my questions and queries I had & made the whole thing comforting. Thankyou!

The buying experience was excellent. The sales team was attentive, responsive and, unsurprisingly, very keen to complete the sale. Unfortunately, my experience after purchase has been the complete opposite.
When I bought the engagement ring, I explained that I would be leaving for a month-long holiday across Europe immediately after collecting it, during which I planned to propose. I also explained that I would only be able to return with the ring after coming back from the trip if any adjustment was needed. The staff acknowledged this and told me they would do their best to assist me if that situation arose.
Thankfully, the proposal went perfectly, and she absolutely loved the ring. As anyone who has bought a surprise engagement ring knows, getting the size exactly right without raising suspicion is extremely difficult. I was only around half a size out.
The day after we returned from our trip, I took the ring back to discuss a small adjustment. The workshop assessed it and recommended sizing beads (dots), which I was happy to proceed with. Because I was just one day outside the 30-day period, I was charged £95. While I was disappointed that no goodwill gesture was offered despite them knowing about my travel plans from the outset, I accepted it and paid immediately.
I was told in-store that the work would take 2–4 weeks. Their own Terms & Conditions state that jewellery repairs normally take 10–14 working days, and that 2–4 weeks applies if the item needs to be remade.
It has now been over a month, and I have received no update whatsoever. No progress report, no explanation for the delay, no indication of when I can expect the ring back. To make matters worse, I have tried calling customer service repeatedly over the last few days, waiting up to 10 minutes on hold, with nobody answering the phone.
After reading other Trustpilot reviews, I have realised I am not alone. Several customers mention waiting two or even three months for repairs. That is very concerning, especially when there is so little communication.
What I find particularly frustrating is the imbalance. I was one day outside the complimentary adjustment period and was immediately expected to pay the additional charge. Yet when the company exceeds its own published repair timeframes, there appears to be no accountability and no communication with the customer. That simply does not feel fair.

At this point, I have lost confidence in the after-sales service. I had every intention of purchasing our wedding rings from Austen & Blake, but based on this experience, I will need to see a significant improvement in how they support customers after the sale.
I hope Austen & Blake will take this feedback seriously and review how this situation has been handled, including the lack of communication and the inconvenience caused. I believe good customer service is not only about completing a sale, but also about how a company supports its customers when things do not go exactly as planned.

Awful experience emailing, paid for a wedding ring and no acknowledgement of this. Emailed a few days after paying and kept being sent a payment portal, had to tell them three times I’d already paid to which I received a single sentence saying we don’t have your payment. sent several emails since and tried calling to resolve. I will have to wait until the 30 days have passed to take up a dispute with my bank for a refund.

Great service from start to finish with regular updates

Lovely quality ring that exceeded my expectations. It arrived within the promised timeframe and was exactly as described. The whole experience, from ordering to delivery, was seamless. I couldn’t recommend this company more and would definitely purchase from them again.

We bought our wedding ring from here, and it came out fantastic, even better than the photos on the website. I love the level of customisation we could do with our ring, we selected a diamond from their stock and the videos of the diamond helped a lot.

Me and my partner went in for our appointment in the Norwich store and I have to say it was the best experience ever. I'm really annoyed I can't remember the man's name but he was high energy, and worked well with my busy brain! He was so authentic, I didn't feel under any pressure or get over stimulated and was actually able to make a decision on the ring I liked. Even my partner was shocked how quick I chose. The man was simply amazing, great vibes, showed me loads of options and went at a quick pace I needed. Just made us feel so at ease, laughed so much. Can't wait to pick the ring up and celebrate with our glass of prosecco!