March 2024 by Xènia B
Their website has been down for weeks. When we took a ring to Hallmark for engraving, they gave us a sticker with the barcode and assured us that no additional paperwork was needed.However, when we went to pick up the ring, they claimed they hadn't completed the job because I hadn't filled out a form. This form, mind you, is something they are supposed to provide, but they didn't give it to me. Now, because of their oversight, the ring is delayed, and their employee Alex is completely unwilling to assist, once again.It's frustrating that such a simple engraving, which should have taken just 10 minutes, couldn't be completed due to their mistake and that they don't offer a solution at all. Always the worst service.
March 2024 by L Walker
If you gave a child a hammer and told it to blink when it expects to hear a loud noise then you'd be likely to receive a more accurate service. I think they literally run a sweepstake to see who can get away with the most ludicrous attempt each week. Whack-a-mole is a fairground game, not an assay office qualification.
March 2024 by Charlotte Buckley
Poor service ~One to many times have my items been struck and cracked, struck on the wonk or wrong place?.or late when I specify early hall. ( I?d dont go standard as that?s about two weeks! )Never any apology or compensation for these mistakes.Can?t get through on the phones anymore regarding urgent orders.The office has had IT issues for the past 4 days with my urgent work being held, with no plan of action being for when it will be released.Assay offices need to audited more thoroughly as the service is not up to scratch for the high fees paid.
February 2024 by Oscar
The London Assay office are expensive and slow. They take an average of 14 working days or longer to turn around a parcel of 3 items that cost over £70. Most businesses would at least inform their customers or update their leadtimes, or, heaven forfend - find a way to speed up an incredibly slow service that is a legal obligation for small independent makers by finding additional staff.It is totally unacceptable that they now don't even bother to pick up the phone. Could you imagine if we ran our businesses like this? We would have no customers left. The Assay office are a total Law upon themselves with no accountability - and zero competition within this marketplace.Every person in the trade I speak to has a bad experience with you so why don?t you up your game. You stamped one friends 22ct ring as 925 silver!!! You lost another goldsmith friends ring. You failed to follow instructions from another. I am yet to find a goldsmith who has NOT had a problem with you. I supplied rings previously stamped by you as 18ct, re melted and then only passed 14ct. The level of service here is absolutely terrible.
February 2024 by jasmine mitchell
I have made at least two inquiries to the Assay Office in recent memory, looking to identify maker's marks on silver and jewelry, and have been helped very promptly both times, most recently by a woman named Karen. Very grateful for this resource, I'm sure I will be contacting them again in the future..
February 2024 by Ruth Donaldson
Hallmarking of metals above a certain weight is compulsory in the UK - if you sell jewellery, you have to use an Assay Office. London Assay Office seem to regard this as a privilege for the customer, with little concern for quality of work or customer service. Counter staff are pleasant - but any issues, they can't solve them - it's all email and calls where if you aren't there, you can't simply call back.My last piece of work (punched hallmark in simple shank) was returned to me both dented, and cracked, which I had to pay to correct. This isn't unusual and there is always a reason for everything which seems to centre on it being my fault so it's not even worth highlighting it. I now send most of my work to Edinburgh Assay Office who seem to have more of an affinity for handling fine jewellery and offer lead times closer to the prioritised services given by London including the postage.If you're a small business - I know that you'll receive a better service elsewhere. Especially if you make high end jewellery, using London is always going to be a risk. Tight timescales are the only reason I put jewellery in there now.
February 2024 by peter netsua
Thank you Karen for very fast accurate and informative replyI am obliged to you
February 2024 by Mike King
I got in touch with a lovely Registration Officer called Karen to try and find out some info on the maker of a small piece of silver and she responded very quickly and has been super helpful! Very friendly and informative customer service!
February 2024 by Gerry and Co Jewellers Ltd
Karen was able to help with our enquiry very quickly and was most helpful. We are very grateful for her kind assistance.
January 2024 by Paul Ronicle
Trying to trace an old registration. Help was prompt and efficient and although not simple the respondents were thorough and very helpful. I wish more companies responded in this warm and efficient manner.
December 2023 by William Hunter
Really helpful dealing with the return of my sponsor's mark punches after many years of making jewellery.
November 2023 by J Munga
Usually reliable service. But must be the only company in the world who, if they make a mistake and ruin your work they don't offer any compensation or refund ??
October 2023 by mike winser
Customer service is very fast in responding to my queries. Options are clearly suggested with no fuss or bother. If you have any questions I would not hesitate in contacting them. You will not be disappointed.
October 2023 by Rach Loren
Terrible turn around for a standard packet - 2weeks minimum. So in order to get a quicker service you have to pay 50% extra on top and £15 Admin charge. There is no in between. So everyone is using early hallmark service(paying a premium price) which is going to be increased to a 48hour service.The service or price structure may need updating. Or employ more staf?
October 2023 by Kris Rogers
I've been a customer of the London Assay Office for a while now, and I must say that my recent experiences have been quite disappointing. The standard service, which used to take 5 working days, has now been extended to a lengthy 12 days, and I can't help but feel that this is more about generating revenue for the London Assay Office rather than serving their customers effectively.For small businesses like mine, these extended lead times mean additional fees, as we're forced to choose the 'Early Hall' service to meet our deadlines. It feels like a strategy to upsell rather than provide efficient service.What's even more frustrating is that I've encountered two separate issues with items made in mixed metals being incorrectly hallmarked on the wrong metal. When I reached out to the London Assay Office about this, their response was less than satisfactory. They suggested that I should buff the incorrect hallmark out and then bear the cost of returning the item. This approach feels rather unfair, especially when it's the Assay Office's responsibility to get it right in the first place.Frankly, it's disheartening to see a lack of accountability and customer focus in this process. If the Birmingham Assay Office is reading this, I would encourage them to consider offering incentives or a more customer-centric approach because, at the moment, I'm seriously contemplating taking my business elsewhere.For those considering an assay office, I'd recommend exploring Birmingham's services ? they offer a more cost-effective and faster turnaround time.In conclusion, I hope the London Assay Office can take these concerns seriously and work towards improving their services for the benefit of all their customers.
