I am extremely disappointed with the service I received at this store. Based on the numerous…read morepositive reviews, I expected a much better experience, but unfortunately, that was not the case.
On February 5, I dropped off my engagement ring for a half-shank repair, a recommendation made by their staff in December. My ring is an antique family heirloom, over 55 years old, and the bottom of the band had naturally worn down over time. When I left it with them, I specifically requested a European shank, an appraisal, and for the prongs to be checked. The sales associate consulted with the jeweler and assured me they could accommodate all my requests.
When I picked up my ring on February 14, I was absolutely horrified. Since it was right at closing time, I paid and left, hoping that maybe it wouldn't look as bad once I examined it at home. Unfortunately, it was even worse than I initially thought--uneven and poorly done.
I returned the next day, February 15, and a younger male associate assured me that he could fix the issues and make the ring even. I was hopeful. However, as time passed without any updates, I called on February 21 and was told it would be finished early the following week. That deadline came and went. I called again on February 28 for an update, was told I would receive a call back, but never did. I followed up again on February 29, was placed on hold for over six minutes, and was finally told that my ring hadn't even been started yet. I was in complete shock, especially since I had been previously assured that it would be completed. The gentleman on the phone then said they had decided to replace the entire shank to ensure it was "perfect when I got it back."
My ring was finally ready for pickup on March 4. Frustrated with the entire process, I had my fiancé pick it up for me, fearing that the work still wouldn't be right and not wanting to deal with more disappointment in person. When he sent me a photo, the work appeared slightly improved but was still far from acceptable.
I immediately took the ring back to the store and asked to speak with a manager or jeweler. I explained to an older sales associate that the ring was still not right. She went to the back to speak with someone and returned to explain what had been done. When I asked again to speak directly with the jeweler, she responded, "During times of high emotion, my husband tells me to take a breath." That comment left me speechless. I had not once raised my voice or been rude--I was simply frustrated and looking for a resolution. I calmly told her that I was breathing, not angry, just disappointed and wanted to speak with someone who could address the issue.
The younger gentleman came out, and we discussed the problems with the ring. I mentioned that I had been told over the phone that the entire shank would be replaced. He admitted that he must have misspoken, as the original repair was only for a half-shank. I explained that as a professional, he should have contacted me when he realized the ring needed more work than originally planned, so we could discuss the best path forward. I was never looking for free work--I would have gladly paid whatever was necessary to restore my ring properly. He then suggested adding some gold to the sides to try blending the work. At that point, I had completely lost faith in their ability to fix my ring, so I declined and left with it.
Disappointment doesn't even begin to describe how I feel. For a store with such a strong reputation, this experience has been absolutely shocking. I cannot in good conscience recommend them for any type of ring repair or restoration.
