Vashi.com 

I ordered an engagement ring online. The website and confirmation email stated it would take up to 5 weeks to complete. After purchasing the ring I double checked this directly with Vashi via email who confirmed lead in time was indeed 5 weeks. I then booked the engagement holiday for 6 weeks time to give myself some wiggle room. Three weeks later I had not heard back so chased Vashi, who informed me that the lead in time was in fact 8 weeks, they had not received the centre stone and could not tell me when they would be able to locate it. A week of daily chasers followed after they agreed to work to the original 5 weeks but I wasn't able to get anywhere. It was now two weeks until the holiday for the engagement.

I ended up cancelling the order and going elsewhere as time was running out and they did not offer any alternatives. I submitted the poor review, which Vashi did respond to and pulled out all the stops to put right what had happened - which was greatly appreciated. Ideally this standard of service would have been in place at the time of the ring order or during the problems experienced. Nevertheless, I honestly can't fault the excellent customer service I experienced after submitting the poor review from both the customer service team and the staff at the store in Covent Garden. So all in all, we left on a positive note.

An amazing jewellery boutique with so many beautiful and unique jewels. I am so happy we found this and are blown away by their skills and understanding for each person in the store. I love my ring and this is not the last time I visit this boutique. The personal was fantastic.

I had a great experience working with Vitalija and team, who were very helpful and accommodating. I wasn’t the easiest customer, so the Vashi team were very patient and helpful throughout.

UPDATE: since writing this review I have been contacted by Vashi who have assured that it is not a normal experience and have offered some explanation as to why this occurred this time. They were very apologetic and keen to make amends stressing that they do value customers and that they have forwarded my concerns into the correct department. They took all my feedback seriously.

We went to Vashi for our wedding rings. The experience in store was great and although they were more pricey than some others we thought that the design and experience was worth it. HOWEVER after we paid everything was downhill and nearly ruined our wedding day. In short the rings never arrived.

It began with them contacting us the week the rings were meant to arrive to say there was a two week delay. They’d now arrive at the beginning of May. As our wedding wasn’t until beginning of June we said no problem.

With two weeks to go until the wedding and two weeks after the revised arrival date Vashi contacted us. They explained that there was a problem with their supplier and they could not guarantee a delivery date. When we asked them to tell us either the problem with the supplier or when they would know a delivery date they kept claiming to be unable to tell us either. They were constantly reading from a script and evading all questions. Whenever we asked to speak to someone else they said they would “escalate” the issue to someone higher within the customer support team. Whoever we then spoke to would repeat the same thing. They had a problem with their supplier and it was with all wedding rings. When we pointed out that this wasn’t acceptable given they are suppliers of wedding rings and those are items needed for a specific date we got empty apologies. At one point they offered to lend us rings from in store so we could use as temporary rings until the real ones arrived. Worryingly they claimed that they’d done this before and sometimes the couples preferred to keep those rings. This suggests it has happened before.

Fed up with being passed around and being given the same corporate answer we eventually decided that we had to ask for a refund and go else where. This meant with a week to go we had to get new rings from another jeweller for a lot more money. When we asked for a refund they said they had a problem paying customers and it would be as quick as possible. It was meant to be up to 14 days and it arrived at 14 days exactly and only after we chased multiple times.

Anil was wonderful and extremely knowledgeable. I bought a pair of earrings and I had a great experience. Will definitely come back. Friendly staff, good quality. Very happy.

We bought our wedding rings from Vashi in Trafford Centre. It’s a shame they are closing, the team there is capable of top notch customer service. I suppose things have to change and diamonds are not something you buy everyday. I look forward to making the trip to London for our next purchase.

If only customer service were as good as the customer service you receive in Vashi, Covent Garden, the world would be a perfect place. Thank you to MARIE GANIER and MIHAELA for the exceptional warm welcome and outstanding customer service. Vashi could teach many businesses a thing or two in this area.

I really appreciated the assistance of Delma who helped me to understand the diamond purchasing process and what to look for. The industry can be a little daunting and there’s quite a lot to learn, so I appreciated her patience and calm help.

I ordered a princess cut diamond set in a ‘contour’ ring and was really happy with the end result. It took a little longer than hoped for to be ready but that was out of Vashi’s control and the communication, as well as a partial refund for the inconvenience, was a plus.

The ability to customise your order is great, the prices seem fair, considering you’re buying from a ‘brick and mortar’ store, and they offer extra perks such as a free resize or champagne in store.

If you want an experience that’s patient and tailored to you, go here.

Thanks again Delma and the team.

Smooth experience buying my wedding band. Sonya was really helpful helping me find a ring to match my engagement ring. The ring also was delivered to my house much quicker than i expected. Thank you for a quick process finding and buying my wedding band less than 3 weeks before my wedding!

Very happy with the ring for our daughter. Price was good and Sophie looked after us on the design side. We are having two more pieces made for my wife. Vashi is a rather unique experience and definitely provides something a bit different.

Amazing. Simply amazing. Thanks so much, Vitalija. You’re kind, helpful and knowledgable. It was a pleasure dealing with you, and we will no doubt return to purchase more. Thanks so much!

I visited the Covent Garden store with my partner to look for an engagement ring after visiting a few jewellery stores and not really finding the right ring for her. The staff were incredibly friendly and talked us through all the options and customisation to really find that something special, giving us lots of ideas so we’re excited to go back and purchase soon!

I received excellent, friendly, knowledgeable service from Vitalija at the Canary Wharf store on three separate occasions. Vitalija was a pleasure to deal with and the ring I ended up purchasing was very gratefully received by the recipient.

My friend introduced me to Vashi in Covent Garden recently, and I have fallen in love!! Such a great experience in store, I love the bar downstairs and the staff are just so helpful. I went in for a simple ring, and now have a huge wish list and cannot wait to design my very own piece.

Super to deal with and great quality product! The store staff were friendly and the makers in the store gave me a real insight into the production of my ring!

Sonya was a gem (pardon the pun). She was knowledgeable, attentive, patient and really helped me when I was choosing my engagement ring. I thought I knew what I wanted, but with Sonya's advice and expertise I went right out that box and opted for a different style of ring, one I absolutely love and suits me to a tee!

Very impressed with Vashi's service and quality of jewels!

My partner and I had the best time finding our perfect engagement ring at Vashi (Covent Garden).

We initially went in a few months ago to just have a look around, and then booked a consultation a few weeks after. The store is beautiful, and Megan was an absolute superstar in helping us find our perfect ring.

She is so knowledgeable about the industry, and she made the whole process just the best fun for us.

We will definitely be contacting Megan again when it comes to buying our wedding bands! Biggest thank you to her.

First time visiting today.

Beautiful jewellery, very helpful staff. Will be returning again soon.

I recently went into Vashi in Covent Garden to casually browse for a gift. I was a little apprehensive as I looked a bit disheveled after a day at work, and usually do not feel comfortable in high-end stores.

However, the sales associate who greeted me at the door was warm and personable and I immediately felt at ease upon entering.

Whilst browsing, the second associate who approached me was so helpful and friendly, and then offered a tour of all that the store has to offer. I was made to feel so welcome despite the fact I had only popped in with no intention of buying on that visit.

The jewellery itself is beautiful, but watching the craftsmen/women at work, was fascinating and definitely convinced me to make a purchase - I'll be back for more pieces soon!

What a beautiful shop. From start to finish my experience with Vashi has been very impressive. Mitchell who served me was not only very friendly and personable but gave some great suggestions and recommendations for wedding bands based on the look of my engagement ring. I felt comfortable and relaxed, which I was not expecting. Can't wait to go back.