Arrived within the timescale on the website. Only issue I had was the waiting time on the phone to customer services. It took 45 minutes to speak to a person. (Starting at no 6 in the queue). Ov... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Polite, courteous staff enabled my wife too make a decision to purchase the item she wanted. We were offered complimentary refreshments in the time we were there. A special mention to Rebecca, a very... See more
Company replied
I visited Mappin and Webb at St Ann's Square Manchester and from the moment I entered the store Jayson couldn't do enough to help me. He was extremely helpful, pleasant and knowledgeable about the e... See more
Company replied
Easy to order, having visited their shop first to confirm the correct ring size (they were very helpful) and next day delivery was as promised and on time. Very pleased with both items ordered. The... See more
Company replied
Company details
About Goldsmiths
Written by the company
SHOP Jewellery
SHOP Watches
SHOP Engagement Rings
EST. 1778
With more than 230 years of tradition and experience, our first showroom opened in Newcastle in 1778. We were the jewellers who made the Rugby League Trophy, and we were the UK's first appointed stockist of Rolex watches in 1919.
Through the years, Goldsmiths has been elevated and transformed into a dynamic destination for luxury watches such as Rolex, OMEGA, Tudor, TAG Heuer, Breitling and Cartier.
Today, Goldsmiths is the one of the leading quality jewellers in the UK with over 90 showrooms in every major town and city from Aberdeen to the south coast and Northern Ireland, selling fine jewellery and diamonds.
It all comes down to one thing: we love what we do, and it shows. Big or small, gold or silver. We love it all and our team is expertly trained to help you find and keep safe items you will treasure forever.
If our service has fallen below your expectations and you are not entirely happy with your recent experience, please raise a formal complaint by contacting customer.relations@thewosgroup.com
Contact info
4.4
Excellent
29K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 98% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from Goldsmiths
Hi Stuart,
Thank you for your kind feedback.
We're delighted to hear you received first-class service and found your purchase to be great value for money. We hope you enjoy your new item and look forward to serving you again in the future.
Many Thanks,
Mia-Lilly
My first choice every time
Easy to complete online. Delivery excellent. Packaging perfect.
Great experience
11 August 2026
Reply from Goldsmiths
Hi Stephen,
Thank you for your 5* review,
We're delighted to hear that you found the online ordering process easy, and that you were pleased with the delivery and packaging. It's great to know you had such a positive experience. We hope to welcome you back again soon.
Best Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Gary Wilkinson,
Thank you for your kind feedback.
We're delighted to hear you received excellent service and are really pleased with your purchase. We hope to welcome you back again soon.
Best Regards,
Mia-Lilly
Easy to use i ordered a beautiful…
Easy to use i ordered a beautiful bracelet it arrived fairly quickly
11 August 2026
Reply from Goldsmiths
Hi Safiona Stewart,
Thank you for your 5* review,
I am pleased to hear that our website was easy to order, and you received your order in expected time.
Best Regards,
Mia-Lilly
Huge delay, awful service
Ordered an Omega watch on a Saturday with guaranteed next day delivery. Did not arrive until the following Saturday. Was a 40th gift for my husband so was completely gutted this did not arrive in time and ruined what was supposed to be a very special day.
One email only saying order was delayed, no details on how long for. The online chat was constantly unavailable and a 40 minute wait on the phone. Email assistance took 5 days to get a response. Terrible service will never buy from goldsmiths again.
9 August 2026
Reply from Goldsmiths
Hi Lorraine
Thank you for your feedback.
We're very sorry to hear that your order did not arrive in time for such an important occasion. We understand how disappointing this must have been, especially as it was intended to be a special 40th birthday gift.
If you would like to discuss your experience further, please contact us at webenquiries@goldsmiths.co.uk and our team will be happy to assist.
Best Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Jean Millington,
Thank you for your 5* review,
I am pleased to hear that you had excellent service, enjoy your purchase.
Many thanks,
Mia-Lilly
Lovely staff and as got item posted out…
Lovely staff and as got item posted out was kept updated
11 August 2026
Reply from Goldsmiths
Hi Ann wilson,
Thank you for your feedback.
We're delighted to hear our team provided great service and that you were kept updated throughout the delivery process. We hope you enjoy your purchase and look forward to welcoming you back soon.
Best Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Mr David Teasdale,
Thank you for your feedback.
We're sorry to hear you were expecting a presentation box with your earrings. Please get in touch with our team at webenquiries@goldsmiths.co.uk, and they'll be happy to look into this for you. We appreciate your purchase.
Many Thanks,
Mia-Lilly
Very happy with the sevice and product
I was really happy with the range of watches and the ease of selection.
The whole process was quick and easy, and the next-day delivery was a great addition.
Very happy with my purchase and the service thus far.
10 August 2026
Reply from Goldsmiths
Hi Ichabod,
Thank you for your positive review,
We're delighted to hear you found the selection process easy and were pleased with our range of watches and next-day delivery service. We hope you enjoy your new watch and look forward to assisting you again in the future.
Many Thanks,
Mia-Lilly
Reply from Goldsmiths
Hi Mr Small,
Thank you for your 5* review,
I am pleased to hear that you are happy with the speed of the delivery, and you received your order within the expected time.
Kind Regards,
Mia-Lilly
Great discount on the item I wanted at…
Great discount on the item I wanted at Goldsmiths compated with going direct. Quick next day delivery. I would have preferred communication from Goldsmith or DPD about the ETA of the item. Luckily on this occasion I was at home when the delivery was made.
10 August 2026
Reply from Goldsmiths
Hi Sabah Khan,
Thanks for your feedback.
We're delighted you found a great price and were pleased with the quick delivery. We appreciate your comments regarding delivery updates and will take this on board as we continue to improve our communication. Enjoy your purchase!
Best Regards,
Mia-Lilly
Excellent price for a lovely pen with…
Excellent price for a lovely pen with next day delivery!
7 August 2026
Reply from Goldsmiths
Hi,
Thank you for your 5* review,
I am pleased to hear that you found your purchase an excellent value for money, and was happy with the speed of the delivery.
Many Thanks,
Mia-Lilly
Good quality and exceptional next day delivery
I was looking for a specific item of jewellery and it was nice there was a range to choose from that was reasonably priced across the marketplace generally. I did have some website difficulties when researching the previous day to the purchase, but didn’t experience this on the day of purchase. I wasn’t expecting next day delivery, particularly to arrive on a Sunday, but it happened, which I thought was exceptional customer service. The chain I purchased was lovely, I’m really happy with it, it was well packaged too and I would definitely purchase again from Goldsmiths.
10 August 2026
Reply from Goldsmiths
Hi Pink Sapphire,
Thank you for taking the time to share your feedback.
We are delighted to hear that you were able to find the perfect piece of jewellery and that you were pleased with the range available. It's wonderful to know that you are happy with your chain and that the packaging and delivery exceeded your expectations.
Many thanks,
Mia-lilly
Super fast service ordered on Sunday…
Super fast service ordered on Sunday delivered on Monday, thank you
10 August 2026
Reply from Goldsmiths
Hi Margo Darbyshire,
Thank you for leaving a 5* review.
I am pleased to hear that you are happy with your purchase and prompt postage.
Kind Regards,
Mia-Lilly
Good service and product
Kept informed of delivery times and the product was packaged very well
8 August 2026
Reply from Goldsmiths
Hi Malcolm Senczak,
Thank you for your positive feedback,
I am happy to hear that you were kept informed about the delivery times throughout and your package arrived in expected condition.
Many Thanks,
Mia-lilly
Excellent products exactly as described…
Excellent products exactly as described and speedy delivery.
10 August 2026
Reply from Goldsmiths
Hi Sue Everett,
Thank you for your 5* review.
I am pleased to hear that you found our products exactly as they were described and you was happy with the speed of the delivery.
Best Wishes,
Mia-Lilly
Excellent service ordered Saturday pm…
Excellent service ordered Saturday pm and arrived Sunday am, would recommend purchase process to anyone
10 August 2026
Reply from Goldsmiths
Hi Stephan Weedon,
Thank you for your 5* review.
We are pleased you had an excellent service, and you order arrived on time.
Kind Regards,
Mia-Lilly
Appalling service
Appalling service! I have spent circa £6500 on 4 watches with them in the last year. One of them has failed which I reported 6 weeks ago. They make you wait 7 days just to respond to an email. Most recently they tried to tell me it was a different type of watch that I had and that I was using it incorrectly. I corrected them on which type of watch I had and they didn't bother responding at all... so far its been 10 days. I tried to contact them on live chat and having answered a few generic questions it just replied saying "live chat not available at the moment". So annoyed with them! Avoid at all costs if you value being looked after
10 August 2026
Unprompted review
Reply from Goldsmiths
Hi Jonny White,
Thank you for taking the time to share your feedback.
We are very sorry to hear about the experience you have had and understand your frustration, particularly given the delays in communication and the lack of resolution regarding your watch.
We would appreciate the opportunity to investigate this matter further and review the correspondence you have received. Please contact us at webenquiries@goldsmiths.co.uk with your order details.
Kind Regards,
Mia-Lilly
Reply from Goldsmiths
Hi Dorothy,
Thank you for your 5* review.
I am pleased to hear that you had outstanding service and great communication throughout your purchasing journey with us.
Many Thanks,
Mia-Lilly
Received a £4k watch damaged
Received a £4k watch damaged. This is the second time that I have received a damaged watch from the watches of Switzerland group. The customer service is also appalling. No quick resolutions to issues caused by clear lack of quality control. I am now, once again, £4k out of pocket until I have returned the watch for inspection and my refund is issued. I will be spending my money with the smaller boutiques in the future where I receive much better service all round.
10 August 2026
Reply from Goldsmiths
Hi Mr. Michael Brindley,
Thank you for your feedback.
We are very sorry to hear about your experience and the issues you have encountered, particularly receiving a damaged watch for a second time and the inconvenience this has caused.
We would like the opportunity to look into this further for you. Please contact us at webenquiries@goldsmiths.co.uk with your order details and any relevant information.
We apologise again for the frustration and inconvenience caused.
Kind Regards,
Mia-Lilly
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.