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Sara Colohanvia Google

about 1 month ago

I chose Hatton Garden Workshop based on its strong online reputation and had no prior connection to the business. From the outset, the experience felt unprofessional. During the initial inspection, my diamond (which had fallen out of my semi-tension ring) was dropped on the floor, requiring us to get down and search for it. This was unsettling given the value of the item and set the tone for what followed. After my ring was repaired, the diamond subsequently fell out and was lost. I raised this calmly and reasonably, seeking a constructive resolution rather than pursuing the value of the diamond itself. As part of trying to understand what had happened, I asked for basic details of the work carried out, such as a repair record or bench notes so I could see exactly what work had been done to my ring. These requests were refused, making it impossible for me to know whether the repair had been carried out appropriately. I asked for a refund of at least the £300 repair fee, which I felt was a reasonable and proportionate response given the circumstances. This was declined. Rather than engaging professionally, I was met with defensive and dismissive correspondence, which only compounded what was already a very upsetting situation. When I suggested obtaining an independent professional report, I was met with: “I will place no credence to any ‘report’ written by a commercial enterprise or company potentially considered a competitor.” What has been most disappointing is not just the loss of the diamond, but the lack of transparency and accountability. Even a refund of the repair fee was refused. I am sharing this review so that others can make an informed decision and ensure they document everything very carefully if they choose to proceed with this workshop. I have retained all correspondence and records relating to this matter

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Fiona ryanvia Google

4 months ago

Absolutely delighted with the service. Very fair pricing and my ring has been expertly resized, repaired and polished. Looks like new.

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Ruhi Dangvia Google

4 months ago

I had a disappointing experience during my recent visit. The woman who attended to me was snobbish and dismissive throughout the appointment, making me feel like she didn’t actually want to help despite quoting extremely high prices. It was surprising and off-putting given the kind of service you’d expect at this price point. The craftsman inside, on the other hand, was polite and seemed genuinely kind, a stark contrast to her attitude. To top it off, when I asked to use the restroom at the end of my appointment, she kept giving vague and evasive answers instead of simply directing me. It was unnecessarily rude and unhelpful. Overall, the experience left a bad impression, and I wouldn’t recommend visiting unless they seriously rethink their approach to customer service.

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Katherine Cudmorevia Google

7 months ago

I had an heirloom from a deceased relative cleaned. The team handled the necklace with great care, I got it back in less than two days and it looks absolutely beautiful. All the staff are incredibly professional and very nice.

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Cristina Livottovia Google

9 months ago

Amazing team and super informative! We were told many times that my engagement ring couldn't be resized - as it was bought abroad and jewellers won't fix it if it's not bought there. They did it in 5 working days with no issue. They even let us try lots of wedding bands and explained us the process of ordering them. Excellent!