I have called twice and left my numbers on an answer phone requesting a call back, to-date no one has bothered to reply. Also emailed them and have heard nothing. Very poor service. Does anyone know where I can purchase a genuine replacement leather strap for my Sunset Watch.

I have an expensive Franck Muller watch in for repair and have called several times but no answer. I then attended the premises in person and to my considerable surprise there was a sign in the window saying 'closed for refurbishment' and inviting customers to email their usual address for further information. I have done this and not yet received a reply. I don't know who has the watch physically either Frost or Franck Muller but either way i am concerned and want it returned. There may of course be a genuine reason for this but at the moment i am at a loss to understand what that is.

Absolutely amazing from start to finish. I haven’t actually seen the chain in the flesh yet as it’s a gift, but the customer service was impeccable. Jess was so helpful, she answered all my queries promptly and with care. She also made sure my item was gift wrapped and engraved at no extra cost - which to me is just great. I will definitely be shopping again, but most of all, thank you Jess.

I keep thinking more and more that this is a TOP Jewellery, that welcomes you and that tries to fulfil your every wish. Super consigliato.

I have had a issue with returning strap. The courier agency requires a name and mobile no to return, the same was not forthcoming despite several requests.

Frost of London has been my favourite jewellers since before the pandemic. They never fail to deliver. Excellent customer service nothing is ever too much trouble. Dino was professional yet attentive and caring. He knew exactly what I wanted. I cannot recommend them enough. I don’t think you get this kind of service anywhere in the UK. Thank you Dino and Frost!

Ho comprato più cose e ogni volta una esperienza nuova e straordinaria. Personale attento e competenze e super disponibile. Frost non è un semplice negozio. È un luogo in cui ti senti coccolato tra 1000 e più bellezze

I needed a strap for a relatively obscure watch. They were literally the only people on the planet who had what I wanted, and they got it to me in Malibu, CA in a couple days. They stayed I. Touch every step of the way, and made sure it got through customs in time for my travels.

They have a message service where they claim to get in touch quickly. I made an enquiry for a ring I was interested in over a week ago. No response at all despite of sending 2 more messages. They obviously don’t need my money as they must be so busy they haven’t bothered to respond. I’ll take my business elsewhere!!

I just purchased a ring ,it is lovely and the service was excellent

I had a wonderful experience. Despite manufacturer delay in delovering the item the team stayed in communication with me and worked their best go get me the watch i wanted despite of scarce availability.

Best service i have ever had! Ordered a custom pendant and it is amazing! Couldn't thank louis atkins for the help and time that was spent on me, Would highly recommend to anyone, Best quality and best prices 👌🏻👌🏻

"My purchase experience was unsatisfactory: the packaging was subpar and below expectations. The communication and customer service need significant improvement. After spending a considerable amount without feeling valued as a customer, I'm hesitant to make future purchases from this website."

We ordered some watch straps for a Franck Muller watch. Both were out of stock but the communication was awesome and they were delivered promptly when they arrived back into stock. Highly recommend this company.

Excellent customer care.

Very efficient and caring staff

Very professional in every way I use their services for repairs and its always been very easy Thank you

Jess provided outstanding customer service during my in store visit in August I never felt under pressure to make a purchase and she had great patience. I finally decided on a beautiful bracelet on her recommendation as I wanted something I could wear every day. I really appreciated the time she spent with me and the wonderful shopping experience I received. A beautiful shop that I will certainly return to during my next visit. Thank you 😊

My expectations in regards to the timeframe for arrival of the piece which I ordered weren't managed well. It was disappointing not being kept informed of the status of my order, resulting in me having to call Frost on several occasions.

I was planning to visit the shop in Mayfair in person but because of a change of circumstances I had to order online. I ordered a beautiful Frank Muller Ladies Bordeaux Red alligator watch strap as a gift. The online experience was seamless and very straight forward, I received a confirmation email straight away. The free next day delivery arrived before midday the following day so that was great, the watch strap was beautifully gift wrapped in a presentation package. Overall my experience was fantastic and I would definitely use frost of London Jewellers again.