taylorandhart.com

Great rings, some serious process problems

TLDRMy experience is mixed. I’m pleased with the ring and the price, though I encountered setbacks and frustrations along the way. In short, their rings are great though they have process issues that prevent me from recommending them to anyone on a deadline.IN FULLI was disappointed that they only offer 18 karat gold and don’t offer alternative gemstones such as moissanite. Still, I looked around a lot and I significantly prefer T&H's designs over others.When I first entered the Taylor & Hart offices there was another couple complaining that their time hadn’t been respected. I assumed they were being entitled and unreasonable. However, after working through T&H’s awkward processes and multiple mistakes, I can emphasise with them.Our ring initially took 5 weeks to make. When it arrived, it had the wrong colour sapphires. When I reported this, I was told I’d have to wait another 5 weeks before I could have an appointment to speak to someone about it. When we finally got to this appointment we were only given 15 minutes to bring someone unaware of our order up to speed. The person we spoke to couldn’t help up, so we had to book another appointment.The next appointment was better, and they accepted the ring back to change the sapphires and resize the ring. A few weeks later we collected the ring again, though only realised later that it hadn’t been resized. I feel lucky I noticed this, or it could have been a disastrous proposal! I asked T&H about this, and they admitted that they'd forgotten about the resizing.I went to the store yet again and handed the ring back. This change took another 5 weeks.At this time, they accidentally sent me an email invoice for a penny, though quickly retracted it.We'd told them my partner’s name, though they repeatedly got it wrong in emails. Once, they spelled it wrong in their email apologising for getting it wrong. This lack of attention to detail made me question whether I should trust them with such an important purchase.My ring isn’t bespoke, though in the end it still took over 6 months from payment to collection. In this time, I had to travel to the store 5 times and elected to visit a further 3 times to pick the ring up myself in a hope to speed things up. The process was slow and frustrating.Still, at the end of the day we have an amazing ring that matches our vision perfectly. I'm overall glad I went with T&H, and if they can resolve their process problems they’d be an easy recommendation.

Date of experience: Feb 06, 2026