I saw quite a few beautiful items on S & R website. I bought a gorgeous ring! When I visited the Victoria branch, Jeanette warmly greeted me and showed me a watch I admired… there are many tempting j... See more
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Review summary
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I had a lovely experience at Suttons & Robertsons in Victoria this week. I spoke and met with the lovely Gita Fadejeva. As well as the reception team, Gita was kind, informative, professional yet ve... See more
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Ruth was amazing. She explained the process perfectly, put all my anxiety at ease as this is the first time getting a pawn loan. She was polite, professional and informative. She has such a lovely per... See more
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First class service, excellent and friendly staff, professional and polite. I was welcomed in and dealt with promptly and efficiently by the staff today at the South Kensington office. Everything went... See more
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Company details
About Suttons and Robertsons
Written by the company
PAWN ONLINE
SELL JEWELLERY
SELL WATCHES
Suttons and Robertsons is the oldest pawn shop in the UK and the leading destination for buying, selling, and loaning against luxury assets. Our expertise includes luxury watches, jewellery, diamonds, gold, fine art, antiques, classic cars, fine wine, and designer handbags.Contact info
127 Victoria Street, London, SW1E 6RD, London, United Kingdom
- 0800 038 9839
- services@suttonsandrobertsons.com
- suttonsandrobertsons.com
4.7
Excellent
300 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Poor customer service
My enquiry was picked up by someone who was OK at first but then became entirely unresponsive. I called in because I thought perhaps they had left (they hadn’t). The person on the phone wasn’t particularly helpful and requested I emailed and started my enquiry again which I did. Then heard nothing again.
The whole experience felt very call centre like, I think I’d feel nervous dealing with them.
Edit: S&R having seen this review did get in contact and have sent me a valuation. I said I may want to sell or perhaps loan, consignment etc. No mention of this possibility in their email response.
I’m sure no one believes a valuation is high enough but with online research of similar items it’s blatantly clear that the valuation is terrible and coincidentally (?) the same value that I put on the online form which I explained on the phone was a place holder.
My view on the trust worthiness of this business is now even less and their website a professional looking front for nothing more than a throw out a number and see if it sticks operation.
8 August 2024
Unprompted review
Reply from Suttons and Robertsons
Dear Joanne,
Thank you for sharing your feedback with us. All feedback good and bad is important as it helps us improve the service we provide.
It is always disappointing to receive such reviews as we strive to offer a personalised and attentive service.
Regarding the valuation, I fully appreciate we did not meet your expectations, but we can on this occasion, offer a price match vs competitors. Should you receive a written offer above the amount we have offered we would happily match it.
As always our team are always available should you wish to discuss any concerns or have any questions.
Fantastic and quick service.
1 August 2024
Reply from Suttons and Robertsons
Thank you for your positive feedback, Claire.
We are glad that we could provide you with a quick service that you were pleased with.
If you require any assistance in the future, please do get back to me and we will be more than happy in assisting.
Reply from Suttons and Robertsons
Thank you for your kind review.
We are glad that we could provide a professional & easy service to yourself.
If you need assistance in the future, please do get in touch and we will be more than happy to help.
Not impressed....
Their online pawn process was anything but a fast and simple process in my experience.
I submitted details/photos for items they say they loan against, and confirmed I would send further details/photos once they called me back, (as details/photos that could be submitted on their online form was limited).
I received no call, just a blanket no by email, without any explanation or being given the chance to submit further details/photos.
I was also wished good luck with my search, but also invited to submit other assets for valuation!
I felt that their process lacked transparency because they did not give any reason for rejecting my items. There was also an element of cherry picking for other items that were perhaps more "beneficial" to them.
I wanted a loan only and was intending on redeeming my items after paying them a good rate of interest.
Not impressed...
25 July 2024
Unprompted review
Reply from Suttons and Robertsons
Dear Susan,
Thank you for sharing your feedback. We are sorry to hear that your experience with our online pawn process was not as straightforward as you had hoped.
We apologise for any confusion or frustration caused. We strive to make our process as clear and transparent as possible. While we do our best to accommodate a wide range of items, there are certain categories, such as sports memorabilia, that fall outside our target market. This was the reason for the decision, though I understand that the lack of explanation led to disappointment. We are also sorry that our website incorrectly stated we accept sports memorabilia.
We apologise that you weren’t given the opportunity to submit additional details or photos before receiving our response. Your feedback has highlighted an area where we can improve, and we will certainly consider this to improve our service.
Regarding the invitation to submit other assets, it was intended to offer you further assistance, but I understand how it may have come across as insincere. I assure you that was not our intention.
If you have any other items or questions, please don’t hesitate to let us know. We genuinely appreciate your business and would love the opportunity to assist you in the future.
Great service thank you
21 July 2024
Reply from Suttons and Robertsons
Thank you for your positive feedback.
We strive for providing great customer service, and we are thrilled to hear that you were pleased with the service you received.
If you need any assistance in the future, please do get in contact and we will be more than happy in assisting.
One word professionalism from Start to…
One word professionalism from Start to Finnish, kept me informed through out the whole process. And the return packaging and security was excellent.
Would just like to say a big thank you to Ruth and Kerry.
19 July 2024
Reply from Suttons and Robertsons
Thank you for your kind feedback. We will pass on your positive feedback to the team. Please don't hesitate to get in touch if we can be of any further assistance.
A&E Department.
I would like to thank Aliza Bahadur,the sales and valuation consultant for the exceptional treatment.
It felt like going to A&E department and
getting the best possible treatment.
Kind regards,
Erika Hollmann.
16 July 2024
Reply from Suttons and Robertsons
Thank you for your wonderful review.
We are thrilled to hear that Aliza provided you with exceptional service. Your kind words about the treatment you received mean a lot to us.
We strive to offer the best possible experience for our customers, and it’s gratifying to know we met your expectations. If you need any further assistance, please don't hesitate to reach out.
Reply from Suttons and Robertsons
Thank you for your positive feedback, Mr. Samuels.
We are pleased that we could provide you with a pleasant service and experience.
If you have any queries in the future, please do get in contact and we will be more than happy in assisting.
They're the middleman everyone tells you to cut out
To quote their website: "We are confident that we can match or beat any genuine offer you have received for a gold loan or purchase."
Offered 9% less than what I'd been offered elsewhere and couldn't come close to matching the offer. They explained that of course if I go to Hatton Garden I'd be getting a better price as it cuts out the middle man. I guess they're the middle man, so I went 30 min down the road and cut them out.
I'm sure they're good for something, but not a place to sell gold.
21 June 2024
Unprompted review
Reply from Suttons and Robertsons
Thank you for taking the time to share your feedback with us.
We strive to provide the best possible service and competitive offers to all our customers. Our goal is to match or beat genuine offers where we can. Your experience is valuable to us, and we appreciate your insights and feedback as they help us to improve the service we provide.
Professional and expedited customer…
Professional and expedited customer service; resorting to alternative customized solutions for each client's needs.
13 June 2024
Reply from Suttons and Robertsons
Hi there Eric,
Thank you for your positive feedback.
We are pleased that we could adapt our services to suit yourself.
If you ever need assistance in the future, please do get in touch and we will be more than happy in assisting.
Friendly and helpful servuce
4 June 2024
Reply from Suttons and Robertsons
Thank you for your kind review, David.
We are pleased that we could provide a friendly and helpful service, if you need any assistance in the future, please do get in touch and we will be more than happy in assisting.
Very professional and friendly service.
Very professional and friendly service.
I wasn’t kept waiting and was seen to very efficiently 🙂👍
17 May 2024
Reply from Suttons and Robertsons
Thank you for your positive review, Peter.
We are glad that we could provide a professional, quick service.
If you ever need any assistance in the future, please do get in contact and we will be happy in assisting.
very polite
very polite, very helpful and what was very good was the warning Or reminder
whichever way you wish to read it. It reminded me that my time was almost up although I still had another month. It was good because I could just pay off the interest and carry on with the loan.
8 May 2024
Reply from Suttons and Robertsons
Thank you Frank, for your kind words.
We prioritize customer safety by implementing numerous precautions in our loan services. We're pleased to have effectively communicated important reminders and precautions to you prior to the expiration of your loan.
If you do need any assistance in the future, please do get in contact and we will be more than happy with assisting.
Very friendly and service
10 May 2024
Reply from Suttons and Robertsons
Thank you for your positive review. We are glad that we could provide you with a friendly service.
If you need any assistance in the future, please do not hesitate to get in touch and we will be more than happy in assisting.
Really friendly staff
Really friendly, Ruth made sure the process was smooth and kept me highly informed of all the terms and conditions. Excellent customer service !
5 May 2024
Reply from Suttons and Robertsons
Thank you for your positive review, Simon. We are glad that Ruth could assist you with a professional and friendly manner.
If you need any assistance in the future, please do get in touch and we will be happy in assisting.
Very professional and competent
Very professional and competent. A very trustable business.
19 April 2024
Reply from Suttons and Robertsons
Thank you for your positive review, Enrico. We will pass your feedback onto our Edgware Road team. We are glad we are able to provide you with a professional service that meets your expectations. We look forward to seeing you again soon.
Reply from Suttons and Robertsons
Thank you for your great feedback. If you need any assistance in the future, please do get in touch and we will be happy in assisting.
Attentive and professional service.
28 March 2024
Reply from Suttons and Robertsons
Thank you for your kind words, Christopher. We will pass your feedback onto the Victoria Store team. If we can assist you in any way in the future, please do get in touch and we will be happy in assisting.
Efficient and swift.
This was my first time dealing with Suttons and Robertsons and I could not have asked for more from a friendly, but businesslike interaction. I was offered a very fair price for a ring I was selling and had wonderful customer service from both Ruth and Liam. I was not able to go to one of their shops, but the email/post systems worked brilliantly and quickly. I would thoroughly recommend them.
1 March 2024
Unprompted review
I am really happy
I am really happy, they have an excelent services and the customer services is just wonderful, I got everything at the right time, Thank you very much I highly recommend
29 February 2024
Reply from Suttons and Robertsons
Thank you Elizabeth for the great feedback.
We're glad to know that you received everything you needed exactly when you needed it. Thank you very much for your recommendation.
If there's anything else we can do to continue exceeding your expectations or if you have any questions in the future, please don't hesitate to reach out.
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