Austen & Blake Reviews 

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 laid 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!

Aaliyah was brilliant, knew what I was looking for and matched the wedding ring perfectly to the stones in my engagement ring.

Patrick made everything easy to deal with

I had a really great experience choosing my ring here, thanks to Amber. She was so helpful from start to finish and was really patient with all my questions and requests.

She took a lot of time to understand what I was looking for, gave me honest advice on what would look best, and helped me narrow everything down without making me feel rushed or pressured.

I really appreciate all the time and effort Amber put into helping me choose the right ring. She made the whole experience much easier and I’m really happy with the final choice. Would definitely recommend.

The staff always do their best to give you the best deal. They let you take time to decide on the best purchase.

Everyone was very helpful i didnt have a clue what i was doing but they spoke me through it explained everything, answered all my questions and they wern't pushy on a sale either which i can imagine some are

The whole process was very easy. I found my dream ring and absolutely love it. Vallen went through all kinds of metals and diamonds with us with a lot of patience. He answered all our questions and the ring was ready in 4 weeks.

My internet search for a particular item took me to the Austen & Blake website which showed what looked like the ideal item for me. The customer care during the appointments was very good and supported and informed me in my choice.

Our experience throughout was amazing, from picking the rings, to them arriving in store and going to pick up and now to living our married lives with our rings, they are holding up beautiful and we have gotten so many compliments, thanks again to all the team at
Austen & Blake Edinburgh 🥰

I visited Austen & Blake on 24th January to order my wedding band after finding a ring I loved in-store. I was told they needed to send a wax mould before making it, despite me already trying on the correct size. They said this would take three weeks, but after constant chasing I didn’t receive anything until the end of April.

To make matters worse, I was then told the warehouse had deliberately sent the wrong wax mould “to prove a point.” As a paying customer, I found this completely unacceptable.

Communication throughout was awful. Emails were ignored, I repeatedly had to chase for updates, and despite asking several times, I wasn’t even given the price of my ring until just before my wedding. Every phone call felt like an inconvenience, and on one occasion a member of staff actually sighed when I gave my name.

I was promised a discount because of all the delays and inconvenience, but this never happened. When things were eventually resolved, I received unprofessional emails.

The ring itself is exactly what I wanted, but the customer service was by far the worst I’ve experienced. Buying a wedding ring should be an exciting experience, not months of chasing, poor communication, broken promises and unnecessary stress. I wouldn’t recommend Austen & Blake based on my experience.

Fast delivery
Beautiful rings, we couldn’t ask for anything more

I purchased our wedding bands from Austen & Blake. The communication was poor whilst we were waiting for them to be made and took longer than we were told, and I had to follow up with them multiple times with my messages often ignored.

I was also promised additional money off of our purchase as part of a promotion (and had this in writing). The store then backtracked and refused to honour the agreement. After placing a formal complaint, this was not adequately resolved and all of the communication I have received has been really quite disappointing.

The rings themselves are lovely and is the reason I’m giving this two stars as opposed to one.

I would really caution anyone who is considering purchasing jewellery from Austen & Blake, customer service is really important for me and it’s something they are severely lacking - I wish we made our purchase with another jewellers.

I spent £3,000 on an engagement ring and was really disappointed with the overall experience. I had to chase to find out when it was ready to collect, and when I finally arrived, it was simply handed to me in a small clear plastic bag with no presentation at all.

Buying an engagement ring is a huge milestone, and I expected the collection to feel special. Instead, it felt like just another transaction. For the amount of money I spent, I expected a much higher level of customer service and attention to detail.

I ended up having to sort out the presentation myself, which completely took away from what should have been an exciting moment. The whole experience left me feeling like my custom wasn’t valued and that the company simply didn’t care.

Unfortunately, because of this experience, I wouldn’t buy from them again or recommend them to others.

It was very easy for my fiancée to choose what she wanted and on arrival, just within the 4 week lead time, loved it as soon as she saw it.

The Southampton store was exceptional from initial query to final order. I have had video calls and messages regularly to ensure the rings were absolutely perfect. My in store visit was a VIP experience with an understanding of what I wanted before I even knew what that was. I have placed my order and am so excited to wear these rings in a matter of a few weeks.
Thank you especially to Kaushika for your patience and incredible service. I highly recommend this store.