I rarely write negative reviews, but my experience with Blue Marlin Jewelry was extremely…read moredisappointing.
I brought my watch in on June 19, 2025 for what should have been a simple clasp repair. I was never given a written estimate before the work was approved. Later I was told the clasp/buckle needed replacement and I verbally approved the work based on the information provided at the time.
When I came back to pick up the watch, I immediately noticed that one of the hands had fallen off the watch. This means the watch was damaged somewhere during the service process while it was out through their service chain. That should never happen when a customer leaves a watch with a jewelry store.
Because of that damage, the watch had to be sent out again. From the moment I dropped it off to the moment it was finally ready, the process took about eight months. Regardless of where the delay occurred, that is an extremely long time for a customer to wait for a watch repair.
What was most surprising was the way the situation was handled afterward. Despite the damage occurring while the watch was in their service process and the extremely long delay, I was still expected to pay the full amount for the buckle replacement. There was no real effort to acknowledge the customer experience or take responsibility for what happened during the process.
Unfortunately, that level of professionalism and accountability was not demonstrated here.
The response I received from management made it clear that the focus was on explaining their internal process rather than understanding the situation from the customer's perspective. When a business stops caring about how the customer experience feels on the other side, it becomes a serious problem.
I remained patient throughout the entire eight-month process and tried to handle the situation respectfully, but the overall experience left me very disappointed.
If you are considering doing business here, I strongly recommend that you get everything in writing before leaving your watch or jewelry.
Based on my experience, this is not a level of service I would expect from a professional jewelry store.