Sarraf Jewellers Reviews 

Reply from Sarraf Jewellers

Sep 26, 2026

Jason,

As the owner of Sarraf Jewellers, I feel it is important to respond personally and provide the full context for anyone reading this review.

There are several important facts which are not reflected in your review.

Firstly, as you subsequently confirmed to me yourself, we had previously repaired this very same chain for you and you described that repair as “excellent.”

On this occasion, we were dealing with an approximately 40-year-old, highly complicated three-colour twisted rope chain. The repair was completed, checked and collected from our shop. We understand it was then worn for approximately a month before a further problem occurred.

Most importantly, after this problem occurred, the chain was never brought back to us for inspection. Instead, it was taken to another jeweller. We were therefore never given the opportunity to physically examine the alleged problem, establish exactly what had happened or rectify it ourselves.

It was only after I personally contacted you following your review that you explained your specific concern regarding how the white-gold section had been joined to the yellow-gold section. I had not previously been made aware of this concern and have still never had the opportunity to examine the chain myself.

With a chain of this age and complexity, the condition of the existing gold is extremely important. Previously repaired or weakened sections may not safely tolerate further heat, and specialist repairers sometimes have to adapt their method to make an older piece secure. A subsequent problem developing on an ageing chain does not, by itself, establish that the previous repair was incorrectly carried out.

You have also stated that you were overcharged. We respectfully disagree. Complex repairs to old and fragile jewellery can require considerable specialist work.

Nevertheless, rather than argue about who was right or wrong, I personally offered you a full refund of the repair charge. I also offered to have the chain professionally examined and repaired again at our expense, completely free of charge to you.

Every customer has the right to express dissatisfaction and share their experience, and we fully respect that right. However, there is an important distinction between expressing dissatisfaction with a particular repair and publicly advising others “not to use” our business.

Such a statement can have serious consequences for the reputation and livelihood of a long-established independent business. We believe such statements should therefore be fair, proportionate and considered in the context of all the circumstances.

In this case, we were never given the opportunity to inspect the chain after the subsequent problem, yet once I became aware of your concerns, we offered both a full refund and a further specialist repair entirely at our expense.

For these reasons, while we respect your right to be dissatisfied, we strongly disagree with and consider unjustified the wider recommendation that members of the public should not use our business.

We do not claim that problems can never arise, particularly with complicated jewellery of this age. What a business should also be judged on is how it responds when something goes wrong.

We contacted you personally, listened to your concerns, offered a full refund and offered to rectify the matter at our own expense.

We have set out these facts so that anyone reading this review can see both sides and form their own opinion.
Our offer remains open, Jason.

Kamil
Owner,
Sarraf Jewellers

Reply from Sarraf Jewellers

Sep 26, 2026

Thank you so much for your lovely feedback! We’re really happy to hear that you were pleased with your watch repair and our customer service. 😊

It was a pleasure helping you. As a small independent business, 5-star reviews mean a great deal to us, so we’re especially happy to hear that you were very satisfied with your experience.

Thank you again for choosing Sarraf Jewellers and we hope to see you again soon!

Sarraf Jewellers Team