Review Time
Ordered a bespoke engagement ring, which turned out beautiful. Ordering process was easy, and we were updated well during that initial process.
Once received, we needed to arrange a resize. The service from this point on was poor. I emailed them, as they suggest, to enquire and no one responded - even to this day, months later, no one has responded. I called, eventually got through, and they said drop the ring off and the resize will take 10 working days. We did so, easy enough, but 5 weeks later we were still waiting. Fortunately when we left the store we thought to ask the salesperson for their email address as a point of contact, and so we were chasing them directly for updates afterwards. If we had not have done so, we would have received next to no formal updates from A&B on where the ring was, what was happening, how much longer, nothing - just an email to say that they had it in the workshop, and then an email several weeks later to say it was being dispatched to us. Credit to the salesperson for answering our chasers when they did not have to do so, but even then it was not particularly great - we were told to expect it to be returned one week, radio silence the next, and then we would have to chase again and so on. At one point we were told there was a new delay because the ring failed a quality check, of which I appreciate them taking the effort to ensure the quality, but 5 weeks compared to the initially promised 10 working days is still shoddy. Most independent ring stores we visited could turn a resize around in a day or so (even when in heavy demand).
For the price being paid, I expected far better customer service - my main gripe is that we should not have to ask for a contact and then chase an individual employee for basic updates when a valuable sentimental item is involved. We were worried sick thinking it was a scam! They need to update customers throughout, and desperately work on their process for doing so.
Fortunately, after eventually complaining, the ring was suddenly ready the next day and dispatched to us directly. The resized ring was as expected and good quality, which is appreciated. However, and it is sad to say, the absent customer service ruined the experience for me, the anxiety and worry of wondering what was happening makes me very nervous about interacting with this company again in the future. Which is a shame, because the final ring received was lovely.
Ps - they emailed me updated certificates/valuations for the resized ring, and said to email them back to request paper copies, which I did. Guess what - I have not heard back from them yet whatsoever.
I ordered online, paid online, and collected in Southampton with no issues. The jewellery is great, I got it on a discount, and Karina in store was helpful.
After purchase I received an offer for a “FREE jewellery clean worth £69.” I contacted the online team several times with no reply until posting this review. They eventually replied, but claiming it requires sending the item insured with tracking and waiting up to 21 working days — more hassle than it’s worth. Honestly, it would have been easier not to advertise it.
4 stars — happy with the jewellery, but the marketing and delayed response were frustrating.
Visited with my partner to select an eternity ring. Our assistant was delightful and engaging. We were offered drinks, and the shop had a great layout, making the experience feel very personal. Thank you for the fantastic service; I absolutely love my ring.
I had a wonderful experience with a representative at the local store. As a complete novice, I found it easy to select the perfect engagement ring, and the support was equally helpful and knowledgeable when we returned to discuss wedding bands. I would definitely recommend!
My fiancé arranged a surprise appointment at the store, and the representative was delightful, patient, and incredibly accommodating in assisting us with selecting my engagement ring ♥️. Thank you for your time! I can't wait to come back ✨. Highly recommended. Louise & Mark xx
Fergus provided exceptional service. My fiancé and I visited today to search for a wedding band, and he was incredibly helpful and kind. He made us feel welcomed and cared for during this special occasion. Thank you for such a delightful experience, Fergus.
Extremely disappointing after-sales support! I ordered a pendant and chain and visited the store to try on the chain first, wanting to ensure it was durable for daily wear. While the pendant I received was lovely, I am very dissatisfied with the chain. It differs greatly from what I tried in-store, being very flimsy and having a large knot. I'm hesitant to untangle it for fear of breaking it. I promptly contacted the sales representative via messaging, and although I see my messages have been read, I have not received any response. It's been almost a week with no communication or resolution. Considering I spent a significant amount on this, I find it unacceptable to receive a faulty product. I reached out to the customer service team, who informed me they operate separately from the store, and my only option is to return it for assessment, which could take up to 10 days. I am extremely frustrated that no one from the store has attempted to help me. This was meant to be a Christmas gift from my husband, and now I won’t be able to wear it for the holiday! I certainly cannot recommend them and will not be making future purchases.
Extremely disappointing after-sales support! I ordered a pendant and chain and went to the store to try on the chain first, wanting to ensure it was suitable for daily wear. While the pendant I received was lovely, I am very dissatisfied with the chain. It differs greatly from what I tried in-store, being flimsy and having a large knot. I'm hesitant to untangle it for fear of breaking it. I contacted the sales representative via messaging, and although my messages have been read, I haven't received any response. It's been almost a week with no communication or resolution. Given the significant amount I spent, I find it unacceptable to receive a faulty product. I reached out to customer service, who informed me they operate separately from the store, and my only option is to return it for assessment, which could take up to 10 days. I am extremely frustrated that no one from the store has attempted to help me. This was meant to be a Christmas gift from my husband, and now I won’t be able to wear it for the holiday! I certainly cannot recommend them and will not be making future purchases.
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