Complaint

I am extremely dissatisfied with the service I received from Mervis Jewellers in eastgate Shopping Cente

I took in my gold chain for repairs, but when I went to collect it, I was given a completely different chain. The chain I received was thinner and longer than the one I originally handed in.

Importantly, my original chain had a link, which is not present on the chain I was given. When I raised this, the jeweller who worked on it confirmed that no link had been removed during the repair process — which makes it clear that this cannot be the same chain.

When I brought this to the attention of the shop assistant, I was treated very poorly. She was rude, dismissive, and insisted it was the same chain simply because it weighed the same. This makes no sense, as a longer chain can weigh the same while being thinner and of lower value. I felt like I was being treated as if I was lying, rather than as a customer with a legitimate concern.

I eventually spoke to the owner, who offered to “fix” the chain currently in their possession and pay me the difference. This is completely unacceptable. I did not give them that chain, and I should not have to accept a replacement and I was also not paid out the difference as agreed

This experience shows a serious lack of care in handling customers’ valuables, as well as very poor customer service. I would strongly caution others when trusting this store with their jewellery.