Review Time
Incredible service after my wife lost an earring bought a couple of years before. They weren’t on sale anymore but Leanne managed to find one left in stock. She then made sure it was posted out same day on overnight delivery. Amazing!
I have been a loyal customer of Carat London for years, but the way they have handled a manufacturing defect is professionally unacceptable. In March 2023, I gifted my daughter earrings for her birthday that suffered a major structural failure (the prongs snapped off) on the very first wear.The timeline of their service failure:• May 2023: I reported the defect with photos immediately.• Nov 2023: my daughter personally dropped the items at their South Molton St. store. She followed the staff’s instructions to take a photo of the return form as the only receipt.• 2023–2025: Total silence for nearly two years.• Aug 2025: My daughter visited them again, only to be told to "send an email."Now that they have closed all their physical branches, customer service is claiming the photo of the return form (which their own staff told me to take) is "insufficient proof." It is shocking that a brand would take a customer’s property, close their stores, and then refuse to take responsibility for the items in their possession.It has been over two years, and we still have no earrings and no refund. I expected much more integrity and accountability from a brand at this price point. Avoid this company if you value after-care or quality.
I had reason to return an item of jewellery:customer service promptly assured me of a replacement asap, which was delivered by an insured carrier without any hassle. I am so grateful for this service, as the item is of special importance to me. I cannot recommend this Company enough & their products are SO special.
Phenomenal customer service. I bought a ring two years ago and asked if I could send it back in for replating and they said yes (at a fraction of the price I was quoted everywhere else). The team have been so quick and helpful I cannot recommend them enough. Beautiful jewelry and a beautiful team!!!!
I have had the most horrendous experience with Carat and their customer services. I paid for an item that was never delivered to me and despite my trying to get help to find the item or to be refunded they have been elusive and totally unhelpful. There are so many jewellery providers out there. Think twice before you purchase here. A very unhappy ex-customer
I wanted to order a Farrah cocktail ring from Carat but they did’nt have my size. I sent a message to Carat Customer Services and they replied to say if I ordered the ring and let them have the order number they would have it re-sized (for free) before dispatch.That’s what I did and it arrived really quickly. The ring is beautiful and fits perfectly. Excellent service!!
My first purchase a Hailey Tennis bracelet with Carat* London has been a very positive experience so far - thanks to Leanne (customer service advisor) who has gone “above and beyond” to assist me in every way possible with a gift I wanted for my daughter’s birthday. I couldn’t have asked for a better service.Thanks Leanne for being so great 😀
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CARAT* London is a British jewellery brand based in the United Kingdom, specialising in affordable & contemporary jewellery.
