CARAT* London Reviews 372

i would like to say a big thank you to Leanne on customer service, who went above and beyond to ensure i got my wifes necklace delivered on time for her birthday. Many Thanks.

I would definitely recommend this company. They replied to an enquiry immediately and then shipped my order fast. I will use again. Im very happy with my ring it looks amazing.

I ordered a necklace for my daughter‘s birthday but only had a few days to spare so I emailed customer services and they were excellent. They sent it first class and it arrived the next day.

I received an official email from CARAT confirming that I had won their “Win Back Your Order” competition and that a full refund had already been processed. After waiting 3 weeks with no refund or follow-up, I contacted customer service and was told the email was sent “in error” and should be ignored. Since then, responses have been slow and my formal complaint has been ignored, which has been extremely disappointing from a premium jewellery brand.

Great Customer Service from Leanne, couldn't do enough to resolve my query. Thank you for great assistance

I bought a ring from here sent it in for replating and it rubbed off in months. When sending it back, the item conveniently dropped out the package so now I'm £100+ out of pocket. No offer of compensation or to make things right?

Disappointed I bought some beautiful carat earrings for a function with them twice one of the stones was missing
I asked carat on both their chat bot and email for repairs service which I was happy to pay for but three weeks later just simple radio silence
Scott Thompson need to get the end product right too my experience as you know won’t be the last and a simple service department would be good !!!

My customer experience service with Carat was flawless, I asked to delay my delivery and they responded within 24 hrs, it was no problem and did exactly what I asked. For most companies this would have been a disaster but Carat sorted it out instantly. Well done I’m hugely impressed and I look forward to my delivery when I get back from holiday.

I needed to defer the delivery of a purchase and Leanne could not have been more helpful

I ordered a pair of the Eileen Ear Jacket Earrings at the start of January, on the site it was advised that they would be dispatched by the end of January due to high demand. I was happy to wait to receive them as I love the earrings. It is now near the end of March and I still have not received the earrings, nor I have I been told when they are due to arrive. They have taken my money and left me in the dark. The products are not cheap either, and you think because of that, good customer service would be provided. WRONG! Be careful when ordering from here, as you might not even get what you paid for!

I was looking to purchase the Alma yellow ring and they didn’t have my size. I contacted them through email and Leanne was super super helpful in getting it resized in no time. It’s one of the rings of my dreams and Leanne made it possible for me to have it!

I have bought various pieces and all of them have been beautiful. Great range of pieces, from simple to elaborate. Great customer service and postage is quick. Will no doubt purchase again.

Lovely jewellery and amazing customer service. Leanne helped a lot with questions I had about earrings and returns and couldn’t have been more helpful or kind! I will definitely shop here again!

Shocking customer care.
Purchased a necklace on November 25th for my wife for Christmas- which was unfortunately too long.
And was told I can’t have a refund and only a credit due to the extended Christmas returns run from November 28th - January 9th.
Explained it was a Christmas gift - but fell on deaf ears.
Plus they took £8 off my credit for postage.
🙄

I have had a really good experience with carat London, especially with Leanne from customer services who went above and beyond. Will definitely be a repeat customer! Thank you

Uncontactable customer service and the online orders do not work.
They take your money and leave it as pending and do not complete the order.
Then you can not reach anyone!!!
Clearly don’t want my custom.

Incredible service after my wife lost an earring bought a couple of years before. They weren’t on sale anymore but Leanne managed to find one left in stock. She then made sure it was posted out same day on overnight delivery. Amazing!

I have been a loyal customer of Carat London for years, but the way they have handled a manufacturing defect is professionally unacceptable. In March 2023, I gifted my daughter earrings for her birthday that suffered a major structural failure (the prongs snapped off) on the very first wear.
The timeline of their service failure:
• May 2023: I reported the defect with photos immediately.
• Nov 2023: my daughter personally dropped the items at their South Molton St. store. She followed the staff’s instructions to take a photo of the return form as the only receipt.
• 2023–2025: Total silence for nearly two years.
• Aug 2025: My daughter visited them again, only to be told to "send an email."
Now that they have closed all their physical branches, customer service is claiming the photo of the return form (which their own staff told me to take) is "insufficient proof." It is shocking that a brand would take a customer’s property, close their stores, and then refuse to take responsibility for the items in their possession.
It has been over two years, and we still have no earrings and no refund. I expected much more integrity and accountability from a brand at this price point. Avoid this company if you value after-care or quality.

I had reason to return an item of jewellery:customer service promptly assured me of a replacement asap, which was delivered by an insured carrier without any hassle. I am so grateful for this service, as the item is of special importance to me. I cannot recommend this Company enough & their products are SO special.

Seamless journey