Austen & Blake Reviews 

If you find yourself popping into the Leeds branch, make sure to ask for Charlotte. She couldn’t have been more amazing at helping us choose my fiancée’s wedding ring. There was never any pressure put on us to decide on one ring or the another, or to buy one from them at all. Charlotte simply helped us narrow down the best options that suited the engagement ring until we found the perfect one. She even helped us save a bit of money on it, too. A&B are lucky to have Charlotte. Management - Please give her a raise or a promotion! We had a great experience because of Charlotte and we can’t thank her enough.

Nice ring. But package was thrown over my gate and left out in the rain. Also had a 15% voucher I wanted to use instead of the 10% but heard nothing back

We had a great experience from start to finish. AB made it effortless to get my fiancé's perfect ring.
We were seen by Samantha at the Liverpool store. She was very knowledgeable and took time to go through all the options. She showed us how different sizes of diamond would look and helped us to choose the perfect ring without any pressure.
Regular emails kept us up to date and when the ring was ready, we were called promptly. Excellent service.

I really hate having to leave negative reviews but I feel I have been left with no choice as I currently cannot get a response from them. I purchased an engagement ring from A&B in December 2025 and the ring has broken twice since. The first time the ring broke it was found that the fault was with the manufacturing of the ring so they agreed to remake the ring at no cost. I have to admit that on this occasion the customer service was good, it was fixed within 4 weeks and communication was good.

Just a few months after receiving the second ring, it breaks again. Again it is found to be a manufacturing quality issue and they again agree to re-make it. However, we now haven't heard back from customer service in over 5 weeks and still don't have the ring back, we have chased them numerous times in recent weeks and cannot get a response.

I picked the ring up in late December 2025 and we have now not had the ring in our possession for over two months in that 8 month period.

When you make such an investment in such a valuable and special ring, you expect the standard of the ring and the customer service to be significantly better than what I have received.

A great team who helped me find the perfect engagement ring for me and my partner!

In store service was great but after care service shockingly poor. Charged for a ring re-sizing after they had gotten the initial sizing wrong twice and then multiple emails to customer service ignored.
Really disappointing

Popped into the branch in Leeds by off chance to purchase a new wedding ring and engagement ring for our 40th wedding anniversary, lovely experience, Amber was really patient and very informative, wasn't pushy just let me take my time deciding and in the end was really happy with my choice.
Thanks again Amber

Amber was great! Me and my fiance were wanting to look at wedding bands and had no clue what we were wanting! She was very patient and knowledgable and we can’t wait to come back and purchase the rings!

Lovely ring, beautifuly crafted, perfect size. It is my wedding band and looks and feels gorgeous!!

We bought a tennis bracelet on the 14th of March which arrived mid May. It snapped (with absolutely no pressure being applied whatsoever just fell off my wrist) on the 24th of August. I contacted Austen and Blake very disgruntled as I’ve had all my other jewelrey for many years with no problems and I’d only had this for 3/4 months. They told me I was to pay for the packaging and return plus insurance if I wanted it mended which tbh after the clearly poor quality of their product is extremely bad customer service.
I’d advise anyone not to buy from this company as the products are clearly sub standard and the customer service is a joke.

I know companies are known to pay people to inflate their Trustpilot rating, but in Austen & Blake's case I had to come on a write a review because wow, what I received was and is absolutely stunning. My wife is going to be elated so they deserve praise and if you're looking for a genuine jeweller look no further.

Having been burned before by another jeweller online sending cheap tat worth 1/10h if that of what I paid, I was very sceptical and so I thoroughly researched Austen & Blake.

The website is owned by Neve Jewels Limited, a UK-based luxury jewellery group who used to be the ones manufacturing jewellery for other major jewellers before they cut out the middle man and started selling to the public themselves. Also unlike a lot of jewellers with Austen & Blake you can choose the exact setting and stone you want which comes with it's own IGI or GIA certificate. I went with GIA as it is the strictest, most accurate grading reporting in the industry.

Unlike many jewellers, especially the biggest who buy stones in bulk, they cannot give you exact details on the quality grade of cut, polish and symmetry of each stone which is what makes it sparkle (again researched). By contrast at Austen & Blake, choosing the stones and getting genuine independent certification you get all that. Just brilliant!

The website stated that my purchase would take 2-3 weeks to source the stones, make the ring, and deliver the item, and that's exactly what happened along with numerous emails to keep me informed on the current situation of each step of the process. Simply excellent and very reassuring. They even chose DPD to deliver the item who I've always found to be excellent too compared to some others I won't mention.

One last point, having compared Austen & Blake to other jewellery site I found the pricing to be very competitive, saving me a few hundred pounds too which was nice.

In fact the whole experience has been so good that I doubt I'll go anywhere else, and I think my wife will probably have the same opinion when she see it on her birthday :) - Thanks Austen & Blake and enjoy my review, round of applause.

It was a smooth buying process, Gabrielle the sales lady was kind and patient with me . A lovely experience

Great customer service, felt welcomed, process was made easy and overall happy with the outcome

Dorota was a fantastic help when assisting my partner choose an engagement ring design for herself to receive at a later date. She was equally great when guiding me through the diamond selection process and aftersales procedures. Now that we are engaged, we have booked another appointment with her to pick our wedding bands!

Rude staff - I sent a request online - took over 2 weeks to get a reply by a rude lady on the phone. Popped in to a store today - unhelpful staff - I will be ordering else where as it was like it was an inconvenience going in to the store.
Such a shame as I have purchased from there in the past and had a positive experience.

Went to the Leeds branch to buy and engagement ring and was blown away by the service and attention to detail. Charlotte was fantastic and really cared about my story and ideas and gave such useful information to make sure I got the perfect ring! I had a budget and Charlotte showed me different sizes and shapes and also took me through different changes to the diamond to see how it changed the price and appearance. All the additional stuff like insurance, ring cleaning and warranty was a bonus, but never felt they push it onto me and could easily say no to things. I am now so excited for the day I pop the question!

If I could give 0 stars, I would.

My partner proposed to me and purchased a ring from Austen and Blake. I’m not a ring wearer so he unfortunately had to guess my size and got it wrong and the ring needed to be re-sized down by 3.5 sizes.

From this point the customer service received has been absolutely shocking, and I am reeling from how such a high value item, could have such disgustingly poor after sales service.

Incorrect information given on process, length of time to process given falsely, delays, no communication until we follow up ourselves and then the time line changes again! Formal complaint submitted, no proper response given or escalation processed. Eventually a promise of delivery date given, called today to check it was still on schedule as we are due to be going away a couple of days after it was promised so wanted to be sure, wouldn’t give an answer on the phone, said needed to email back to the email sent to us? Couldn’t explain why and made absolutely no sense to why we couldn’t be updated on the phone when she had the full order and account details in front of her…. Emailed as requested - no response given.

This whole experience has ruined our engagement, and to think we have lined their pockets with thousands of pounds turns my stomach at this point!

They take your money - and don’t give a damn after this. Re-train your customer service advisors, be transparent on your processes, manage expectations, respond to complaints in a proper and genuine manner and COMMUNICATE!!!

Ring has now been with them for nearly 2 months - are we ever going to see it again?!?!?

** update **

No response given to our email sent after refusal to give an update over the phone.

Called again to try and obtain an update - advised order still in the workshop… 1 working day before it’s promised to be delivered… customer service advisor doesn’t know why…. She will find out and come back to us (unlikely with the track record).

What is baffling with the miscommunications, delays, lack of updates and formal complaint and they STILL aren’t proactively managing our order, WE have to initiate every update and every single time there is no information readily available. If that doesn’t prove how little they value their customers, what does! Chances of receiving this order on the date promised, slim to none!

I have never been treated this badly by any retailer - especially one where thousands have been spent.

I suspect a response to this will come in the next 12-24 months to just keep the theme going!

Popped into the store in Manchester and wasn’t aware you needed an appointment, however they very kindly agreed to see me and a new eternity ring was chosen within 20mins! Very helpful, friendly staff in store and my ring is more than perfect 🤩
Will definitely be purchasing from here in the future!

When visiting the Leeds branch Charlotte was amazing! Super knowledgeable and patient. We ended up buying and couldn’t be happier.

The staff were so welcoming and were very clued up about the details of engagement rings and made this clear to me so it could help me in making a decision of what ring to get