Sarraf Jewellers Reviews 

Reply from Sarraf Jewellers

Updated Sep 26, 2026

Dear Customer,

We are disappointed to read this review and feel it is important to clarify several points for anyone reading it.

Firstly, we must strongly reject the statement that the bracelet was “not sterling silver.” The item was sold and described as sterling silver, and we stand by the stated material of the product. A silver item becoming bent, scratched, worn or damaged during use does not establish that it is not genuine sterling silver. Sterling silver is a relatively soft precious metal and delicate jewellery can unfortunately bend or become damaged depending on how it is worn and handled.

Secondly, this purchase was made through Etsy, and the order and return request were therefore handled through the applicable Etsy process together with our stated shop policies and applicable consumer rights. Etsy itself recognises that sellers have return policies and that disputes concerning items that have been used, worn or altered after receipt may be treated differently from an item that simply arrives faulty or materially different from its description.

When you contacted us, we did not simply dismiss your complaint. We explained that the bracelet needed to be inspected so that we could determine what had happened and whether there was a manufacturing fault or damage arising after use. We believe this is a reasonable and responsible procedure for any jeweller.

We particularly disagree with the suggestion that we knowingly sold a non-silver product or behaved dishonestly. We do not sell base-metal jewellery as sterling silver. If there is ever a genuine concern regarding the metal of an item purchased from us, we are prepared to have the item properly examined rather than rely on assumptions based solely on its appearance after wear.

We fully respect a customer’s right to complain and to be dissatisfied. However, publicly stating “PLEASE AVOID” and suggesting that a genuine sterling-silver item was not sterling silver are serious statements about an independent jewellery business.

We have traded for many years and stand behind the authenticity of the precious-metal jewellery we sell. Where a genuine manufacturing fault is established, we deal with it appropriately. Equally, damage occurring through wear cannot automatically be treated as evidence that an item was falsely described.

We have set out our position so that anyone reading this review can see both sides of the circumstances and form their own opinion.

Sarraf Jewellers

Reply from Sarraf Jewellers

Sep 26, 2026

Dear Customer,

We are sorry that you were disappointed, but we feel some important context is missing from this review.

You describe the necklace as being below a reasonable standard because it developed a kink after being worn a few times. However, the fact that a delicate gold chain develops a kink or damaged link does not, by itself, establish that the item was defective when supplied.

This particular type of jewellery is designed to be lightweight and delicate. Fine gold chains can unfortunately be damaged very quickly — even during a single wear — if they are pulled, twisted, caught on clothing, slept in, or subjected to pressure. The number of times an item has been worn therefore does not, on its own, determine whether damage is a manufacturing fault or accidental/wear-related damage.

You mention that another jeweller identified a “weak link”. We respect their opinion, but without examining the item ourselves, it would not be reasonable for us to accept that this automatically proves the necklace was defective when it was sold.

When you contacted us, we did not ignore you or refuse to help you. We were prepared to look at the necklace and determine what had happened. Depending on the findings, appropriate solutions can include repair, replacement or another suitable resolution where applicable.

We fully respect your right to be disappointed and to share your experience. However, we do feel that repeatedly telling members of the public to “AVOID SARRAF JEWELLERY AT ALL COSTS” is disproportionate when the cause of the damage has not been established and we were willing to assist.

We have sold and repaired jewellery for many years and take the quality of our products seriously. At the same time, no jeweller can reasonably guarantee that a lightweight, delicate chain cannot become kinked or damaged during wear.

Our offer to help remains open. We would much rather inspect the necklace and work towards a reasonable solution than have an unhappy customer.

We have provided this context so that anyone reading the review can consider both sides and form their own opinion.

Sarraf Jewellers

Reply from Sarraf Jewellers

Sep 26, 2026

Dear Customer,

We are sorry to read your review, but we would like to clarify an important point. The ring you purchased from us was sold as a new 9ct gold sovereign ring and we have no reason to believe otherwise.

The presence of a solder/join mark does not automatically mean that a ring has previously been worn or repaired. Gold jewellery goes through manufacturing, assembly, soldering and finishing processes, and joins or workmanship marks can sometimes be visible even on a new item.

Regarding the ring breaking in the same area, this can unfortunately happen depending on the pressure placed on a ring, how it fits, daily activities and how it is worn. Repeated damage in one area does not by itself prove that the ring was previously used or repaired before sale.

We respect the opinion given to you by another jeweller, but their opinion does not establish that we sold you a previously repaired or used ring as new.

We are always willing to inspect an item and assist where reasonably possible. We simply wanted to clarify this point so that anyone reading the review can understand both sides.

Sarraf Jewellers

Reply from Sarraf Jewellers

Sep 26, 2026

Dear Customer,

We are sorry to read this review, but we do not accept the statement that when you contacted us “we did not want to know.” We always try to assist our customers when a problem is brought to our attention.

The fact that a ring has broken after six weeks does not, by itself, establish that the ring was faulty when supplied. Gold jewellery can become damaged at any time depending on the pressure placed on it, the fit of the ring, the wearer’s activities and how it is worn. In some circumstances, damage can occur even after a very short period of wear.

We also do not believe it is fair to suggest that our company is only good “until something goes wrong.” When something does go wrong, our approach is to inspect the item, establish the likely cause and then see what reasonable solution can be offered.

Our offer remains open: please return the ring to us. We are happy to have it professionally inspected and, where appropriate, arrange a repair or other suitable solution.

We have no interest in leaving a customer with an unresolved problem, but we must be given the opportunity to examine the jewellery before responsibility for the damage can fairly be determined.

Sarraf Jewellers

Reply from Sarraf Jewellers

Sep 26, 2026

Dear Customer,

We are sorry to see your 1-star review, however your comment does not explain what product you purchased or what was actually wrong with its quality.

Simply stating that the “quality is very bad” without providing any details makes it very difficult for us to understand your complaint or offer you a solution.

We stand behind the quality and authenticity of the jewellery we sell. If there was a genuine problem with your purchase, we would have been happy to inspect the item and assist you.

Please feel free to provide your order details and explain the specific issue so that we can properly investigate it.

Sarraf Jewellers