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
29K reviews
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Replied to 99% of negative reviews
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Overall cannot really complain but…
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 left in a public area which could have easily been stolen - luckily another team member discovered it. Having said all that the ring was great and good value to. Next day delivery was a bonus but as I said above it could have been a disaster!
13 August 2026
Reply from Goldsmiths
Hello Richard,
Thank you for your detailed review. We're pleased to hear that you're happy with the ring, found it to be good value, and appreciated the next day delivery service.
That said, we're very sorry to learn about the difficulties you experienced. Not receiving a response to your emails and facing long telephone wait times is understandably frustrating, and we apologise for the lack of communication. We're also concerned to hear that the parcel was not delivered directly to the recipient and was left in a public area. We appreciate how easily this could have resulted in the item being lost or stolen, and we're relieved that it was found safely.
Your feedback is important to us, and we will share your comments with the relevant teams, including our delivery partners, to help improve both communication and the delivery experience for our clients.
Thank you again for bringing these issues to our attention, and we hope to have the opportunity to provide a smoother experience in the future.
Kind regards,
Kiera
Overall happy with the product but was…
Overall happy with the product but was delayed for abit with out any reason why or how long by can’t knock the item as it’s exactly how I hoped for but the customer service was poor took me ringing every day on a morning for 4 days straight for them to find out were it was and how long it would be and I think if your spending that much money on a watch they should be contacting you making sure it’s safe and abit of information instead of having to contact them for half of the time the phone to just end on you after waiting in a 50 minute Que
13 August 2026
Reply from Goldsmiths
Hello George,
Thank you for your review. We're delighted to hear that you're happy with your watch and that it was exactly as you had hoped.
However, we're very sorry to learn about the delay and the lack of communication you experienced. We understand how frustrating it must have been to repeatedly contact us for updates, particularly after spending a significant amount on such a special purchase. The level of service you describe, including the difficulty reaching us by phone, is not the experience we aim to provide.
We appreciate you bringing this to our attention, and your feedback will be shared with the relevant teams to help us improve our communication and customer service. If there's anything further you'd like us to look into, please contact us at client.experience@thewosgroup.com with your details.
Thank you again for your feedback, and we hope to have the opportunity to provide you with a much better experience in the future.
Best wishes,
Kiera
Reply from Goldsmiths
Hello Fay,
Thank you for your review. We're delighted to hear that you love the bracelet, but we're very sorry to learn that the watch is not working as expected.
This is certainly not the experience we want for our clients. Please contact our Client Experience team at client.experience@thewosgroup.com with your order details, and we'll be happy to look into this for you and help resolve the issue as quickly as possible.
We appreciate you bringing this to our attention and hope to put things right for you soon.
Best wishes,
Kiera
Fantastic service and great value.
13 August 2026
Reply from Goldsmiths
Hello,
Thank you for your fantastic review! We're delighted to hear that you received great service and found good value with us. Your feedback is greatly appreciated, and we look forward to welcoming you back again soon.
Kind regards,
Kiera
Avoid Goldsmiths. Ordered a Boss Watch from Goldsmiths…
Ordered a Boss Watch from Goldsmiths website for my Husband’s 60th birthday. The watch arrived but it was slightly too small. I went into my local store which was the Lakeside branch only to be told they couldn’t order any links for the watch and I would have to go to the Westfield Stratford branch. I told them I didn’t see why they could not help me. The lady manager was not at all helpful. I then went to Beaverbrooks who also sell Boss watches. They told me that Boss offer 2 free links to their customers. I went back to Goldsmiths who were still saying there’s nothing we can do. I took the watch to beaverbrooks and asked them to order the links for which I had to pay as I had not bought the watch from them. I did this then made a complaint to the client experience complaints team. They told me that the Lakeside store should have done this. I got a full refund for the links. Having dealt with this issue a month or so later the watch appeared to be slow so on 14th June I this time took the watch to the Westfield Stratford store. They took the watch in for repair. After two months I had heard nothing back so I went in store to enquire only to be told that they needed proof of purchase which I provided. I have since been on to the customer experience complaints line AGAIN. I’m not sure why they needed proof of purchase as the watch had been bought from Goldsmiths and not a different company. When I took the watch in I could have provided this information. I am now told that it could be another few weeks for the watch to be looked at even though they have had it since June. I would suggest to anyone who is considering buying from Goldsmiths, to walk right on by and go to a reputable company. I thought Goldsmiths to be a reputable company but it turns out that their staff are not trained in good customer services and they clearly do not have any ideas about the procedures.
14 April 2026
Unprompted review
Reply from Goldsmiths
Hello,
Thank you for taking the time to share your experience. We are very sorry to hear about the difficulties you encountered, both when trying to obtain additional links for your watch and during the subsequent repair process.
We understand how disappointing and frustrating this must have been, especially given that the watch was purchased as a special gift for your husband's 60th birthday. While we're pleased that our Client Experience team was able to resolve the issue regarding the bracelet links, we appreciate that this does not make up for the inconvenience and inconsistent service you experienced.
We would like the opportunity to look into the current status of your repair and review the concerns you've raised regarding communication and service. Please email us at client.experience@thewosgroup.com with your repair reference and contact details, and a member of our team will be happy to assist further.
Thank you for bringing this to our attention, and we apologise again for the disappointment caused.
Best wishes,
Kiera
Called in to ask if a bracelet was gold…
Called in to ask if a bracelet was gold as it was stamped 750. Unfortunately it was not but I appreciated his experience.
Amazing jewellery in there and I will definitely be calling again.
12 August 2026
Unprompted review
Reply from Goldsmiths
Hello,
Thank you for your lovely review! We're pleased we could help with your bracelet enquiry, even though it wasn't the outcome you were hoping for. We always aim to provide honest and knowledgeable advice, so it's great to hear that was appreciated. We're also delighted that you enjoyed browsing our jewellery collection, and we look forward to welcoming you back again soon.
Kind regards,
Kiera
Reply from Goldsmiths
Hello Daniel,
Thank you for your kind review! We're delighted to hear that everything went smoothly and that your order was delivered on time. We really appreciate your support and hope to see you again soon. Thanks for choosing us!
Kind regards,
Kiera
Lovely product
Very quick ,Ordered easy and arrived the next day. Wanted something that would stand out and these earrings really do.
11 August 2026
Reply from Goldsmiths
Hello Julie,
Thank you so much for your fantastic 5-star review!
We're delighted to hear that you found the ordering process quick and easy, and that your earrings arrived the very next day. It's even better to know they were exactly what you were looking for and that they really stand out. We hope you enjoy wearing them and appreciate you taking the time to share your experience with us.
Thank you for your support, and we look forward to welcoming you back again soon!
Kind regards,
Kiera
Great selection of fine watches
Great selection of fine watches, next day delivery by Royal Mail and bracelet adjusted to fit. No glitches and I was very pleased.
12 August 2026
Reply from Goldsmiths
Hello Martin,
Thank you for your wonderful 5-star review!
We're delighted to hear that you were pleased with your experience. It's great to know you enjoyed our selection of fine watches, and that the next-day Royal Mail delivery and bracelet adjustment helped make everything hassle-free.
Thank you for highlighting the smooth service from start to finish. We truly appreciate your feedback and hope you enjoy your watch for many years to come. We look forward to welcoming you back again in the future!
Best wishes,
Kiera
Beware of Finance Option
When ordered said next day delivery, received an email after purchase then saying 5 to 7 days delivery! Then received an update saying 2 days to delivery!
Finance option is misleading, says interest free, then when progress it said 4 months interest free then 23% APR! So did not pursue. That's called mis-selling!!!
Appreciate your reply but it does not address the issue. Your website clearly states 0%, then when you get taken to the finance website, yes it then changes as above. The point is, your website should absolutely not say interest free if that is not what you get offered by the finance company.
12 August 2026
Reply from Goldsmiths
Hello Chris,
Thank you for your feedback. We're sorry for the confusion caused by the delivery updates you received.
We also appreciate you raising your concerns regarding the finance options. We understand how frustrating it can be when the information presented doesn't match your expectations. The finance terms, including any interest-free periods and applicable APR rates, are determined by the finance provider and should be clearly outlined during the application process. However, we're sorry if this was not communicated as clearly as it could have been.
Your comments are valuable and will be passed on to the relevant teams for review. Thank you for taking the time to share your experience, and we hope we'll have the opportunity to provide you with a smoother experience in the future.
Best wishes,
Kiera
Reply from Goldsmiths
Hello,
Thank you for your 5-star review!
We're delighted to hear that you received great service. Providing a smooth and enjoyable shopping experience is always our goal, so it's wonderful to know we met your expectations.
We really appreciate your support and look forward to serving you again in the future!
Kind regards,
Kiera
Great service received by both Sophie…
Great service received by both Sophie and Claire. Both went the extra mile
12 August 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
12 August 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.
12 August 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.
11 August 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.
5 August 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.
11 August 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 ☹️
11 August 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
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