We chose HK to design a pair of wedding rings with a clear and specific design, we travelled from Yorkshire to London to meet in person to ensure we were clear in our design specifications. After the initial consultation, we felt rushed into agreeing the design as we were time limited (6 months) and left feeling slightly apprehensive and as though we didn’t have time to review and consider the design.When the initial CAD design was sent through we questioned it immediately as it was so far from our design specifications in terms of size and structure of the rings and reminded the designer of the rings we had tried in store and the desire for the rings to feel delicate, but were reassured that the CAD built the ring heavier than it would seem when completed, to allow for polishing/finishing etc. Obviously HK is a well regarded and reviewed company so we took this advice in good faith. However, the rings we received were absolutely nothing like the rings we discussed at the design stage, and were reassured we would receive at CAD stage. (We have evidence of these discussions via email). We immediately got in touch with HK who reassured us there was lots to be done to get the rings to something we would love, however this was limited to reducing the dimensions of the rings slightly and when we questioned what our next steps were if we were still unhappy, we were told it was our fault for choosing the wrong design for us. We reminded the designers of the rings we had tried in store and how we had been so specific in our design spec, luckily we had taken photos at the sketch stage, as this evidenced that even the band was the wrong shape. The fit of the rings was also wrong, as we were told this was something they couldn’t advise on, unlike any other experience of buying rings/ having them fitted in any other jewellers. The whole experience caused a significant amount of stress at what should have been a lovely time, and we decided to cut our (significant) loses and find another jeweller who managed to create lovely rings from them by removing most of the ring and completely changing the style of ring, he was also shocked at the design and finish, particularly considering the amount we had paid.Eventually we decided to buy new wedding rings as the whole experience was so tarnished. We would strongly advise anyone to find a small independent jewellers, we wasted £5000 on these rings, including trying to get them to a point we were happy to wear. After the service we received from an independent jeweller we would strongly advise anyone to avoid this company and find a smaller, independent jewellery designer that will respond appropriately to your concerns at any stage of the design process. Edit- in response to your reply to this review:We were in contact immediately upon receipt of the rings, which were posted to us both times- we didn’t ‘take them home’ and we were told that you would be unable to make significant changes and would stick to the design but would reduce it somewhat, and we were told further to the changes if we still weren’t happy it was ‘unfortunately our fault for choosing the wrong design for us’. We made sure our feelings were very clear in emails and on the phone, our email sent 7th June stated ‘the rings are nothing at all like we feel we discussed at the design stage in terms of size and general bulkiness…the rings are the wrong profile…following concerns raised at the CAD stage you reassured us they wouldn’t look like that on completion…’The rings did not meet our design brief, and we were badly advised at each stage.You state you would have made sure to reach the best resolution for us, when in fact we were given limited options for how to proceed, contact then became minimal and we were unable to reach anyone easily. (This was 7 weeks to go before our wedding) Certainly not the level of concern and service you claim we would have received. We were explicit in our conversations with the designer and used examples of rings already in store to clarify and perfect what we wanted. I would be happy to provide evidence in the form of emails in order for you to see where your staff have clearly lacked the level of service you describe, rather than subtly laying the blame with us for not communicating with your company.
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Harriet Kelsall Bespoke Jewellery is the UK’s leading bespoke jeweller, renowned for its expert design, craftsmanship, and exceptional customer service.
Since pioneering the “jewellery design studio on the high street” concept in 1998, we've continued to set the standard for innovation in the industry. We have the UK's largest bespoke design team, alongside talented CAD specialists, gemmologists, and skilled goldsmiths. Together we create unique, high-quality pieces that reflect and celebrate our customers' individuality.
We have earned over 30 prestigious UK and international awards for design, business, ethics, and innovation. In 2024, we were named Bespoke Jeweller of the Year and Ethical & Sustainable Jeweller of the Year, in addition to winning Cambridge Bid’s “Customer Service Business of the Year” award in both 2023 and 2024.
Our main studio, based in a refurbished Tudor barn in North Hertfordshire, offers a fully immersive bespoke experience with an open-view workshop, design studio, and showroom. We also have additional locations in Cambridge, Primrose Hill (London), and St Albans, and provide remote services to our customers, no matter where they are in the world, delivering a complete, personalised design process from start to finish.
At Harriet Kelsall Bespoke Jewellery, we combine innovation, excellence, and ethics to craft beautiful, bespoke jewellery that tells your unique story.See more
