City College of San Francisco Jewelry & Metal Arts program has been a client and huge fan of Otto Frei as our 'go to supplier' for decades. Otto Frei has worked with us over the years to organize tool kits that our CCSF JMA students can rely upon as they enter and expand into the exciting field of Jewelry & Metal Arts, from new beginners to seasoned professionals. Their impeccable staff, sales personnel, management and online access have served our faculty and students consistently through the selection and value that is always available. I also depend on Otto Frei as a local resource for quick service for my personal metal arts tools and supplies as a practicing artist educator. Thank you Otto Frei! Jack da Silva Instructor, Jewelry & Metal Arts, City College of San Francisco Owner, Jack da Silva's Metal Design Studio read more

Don't be fooled by the old-style website this company maintains (https://www.ofrei.com). They are NOT a small, family run business providing authentic parts for vintage watches, as the website portrays. They are a modern corporation manufacturing and selling cheap replica parts. I purchased what I thought, according to their website, were authentic replacement watch hands for a vintage pocket watch. What I received were cheap remanufactured hands that did not fit the watch, although I ordered the correct size. The hands cost $18, and shipping was $9. If I returned them, I would have to pay additional return shipping, and only the $18 purchase price would be refunded, so I would have spent $18 to recover $18. This company is a sham. Avoid them, and buy parts from an authentic parts provider. read more

Good business. Good specialty. Responsible for thousands of hours of enjoyment and creativity.

On 2/28/2020 I ordered one Foredom Flex Shaft and opted for the next day delivery for additional $10. The following day I get a call fro. DEANA, ( she was in direct contact with the owner who was making the decisions) they wont honor $10 and wanted up to $50 for next day delivery. I explained it was on their invoice and they should honor it. They refused even through my invoice was paid in full and clearly had next day shipping $10. They canceled my order instead of honoring their mistake. Its not the customers frault if the website was set up wrong. In my construction business when we miss an item on a bid we don't get to walk away or charge the customer. We eat our mistake and go on. They chose to lose a $400 sale plus all future sales to a new customer in process of setting up a completely new studio ($1000's) with all new equipment over a $30-40 shipping bill. Not very smart. Just my opinion. At any rate I won't buy from them ever again and would encourage anyone on the fence about where to buy your jewerly supplies to please shop elsewhere. This should have been an easy business decision for any business owner that cares about customer relations and business reputation. Remember next time it could be you and worse. Too bad I can't give ZERO stars read more

Otto Frei - Copy of my paid invoice - Jewelry Near Me - Oakland, California

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Worst customer service I have received in some time. Made a phone call to check availablity of one part number that was shown on their web site. Customer Service rep on the phone, who understood every word I said, until I gave her the Part Number... then it was a rude tirade about "our phone line is breaking up ... fax in your request." Click! I called again and same deal, she understood everything I said then got rude, claiming to not being able to hear me when I gave her the part number. But she heard me well enough to read back the email address she gave me twice and carry on a conversation. Then, comically, I asked that since she could clear hear me now, ccould she check stock on one part number ... and suddenly she could not hear me again. Disgraceful. So I emailed my request. The email was responded to quickly. But, an equally flakey response. "Lead time is 3 to 6 weeks." Which I responded if they could clarify with Omega if its closer to 3 or 6 weeks .... they said they won't know what the delivery time is until they place and order and receive the shipment, and there is a chance the piece won't even show up in the shipment ... so they don't even know if they can get it. But they have to place an order first to figure out lead time and availability. So I need to give Otto Frei several hundred dollars and wait weeks to know if I can even get this part. Mind boggling horrible customer service. I suspect they have some kind of exclusive distribution deal with some of the watch OEMs. They must have no competition - they sure need it. Ugh. read more

My first visit was yesterday. The staff are knowledgeable, friendly and helpful. I'm just beginning my path to becoming a goldsmith and I feel very lucky to have Otto Frei in my area. read more

Amazing range of watch supplies, everything you could ever need, but the website is the jankiest, hard to navigate site I've ever used. I still haven't figured out how to get to my shopping cart and always have to order another item to get it to it (and then delete the item). Shipping costs are also egregious. I've also sent an email and got no response and one time when I called they weren't very helpful. I generally try to use Esslinger instead which has a much better site and service, but not quite as many supplies as otto frei. read more

Unfortunately DHL lost my package with goods of over 1400 usd value inside. What happened after though is why I'm giving Otto Frei 1 star I informed Otto Frei one day after the package went missing in order for them to start a claim. It took me over two weeks of emailing and calling Otto frei for them to do anything about it. I myself have written confirmation from DHL that the package is LOST. Otto Frei has blocked 2 of my social media accounts because I have posted my experience of how their customer service handles refunds and general customer service. That alone shows their dubious methods So as of now I'm out 1400usd, and have to order my tools elsewhere Think twice before you order from Otto Frei. Maybe nothing will go wrong, but if something does, be prepared to have to run after them just to get a refund processed read more

Great selection. Easy to navigate website. Quick and efficient customer service. Amber has helped me a few times and has been awesome. Needed to buy and pick up an order very quickly - bought online and gave my order #,to Amber and they had it ready before I was there. Pick up was fast and easy. They have their own parking right out front. Pricing is also great. read more

Otto Frei - Pick up a findings catalog while you are there. Very useful! - Jewelry Near Me - Oakland, California

Otto frei is awesome! It's so much fun to come to this store, they will help you get everything you need to get started with Jewelry making! It's your best friend if you are in Suzanne Pugh's CCSF Jewelry class. read more

I meant to write a review a couple months ago. I've been a customer of Otto Frei for probably 6 or 7 years, but only a couple months ago I had my first experience requesting to speak with a manager about one of their products. I had an issue with a specific product, and although I questioned the quality of this particular batch of product, I also acknowledged on the spot that the problems could be due to my own human error or storage of the product. Above all, I needed technical expertise, although I also requested an exchange of the product. I do not expect a manager to be particularly friendly or courteous, but I did not appreciate the abrupt and condescending attitude that I was immediately given. The manager aggressively stated that he would not allow an exchange of the product, which I actually accepted immediately, because more than anything I was hoping for an answer to what could have happened to the product-- one that I have been using regularly, at least 3 times per week, for several years. The lack of any type of "customer service" was unexpected. I will also note that the manager literally yelled at one of his female employees towards the end of my conversation with him. I thought that he was unprofessional, arrogant, and unwilling to help. I understood that his experience was years and years beyond my own in the industry; however, a customer should not be spoken to as if he or she is stupid-- plain and simple. Furthermore, the pricing for many of the products at Otto is egregiously high. I once purchased sterling casting grain when the spot price was about $32 per oz., and the Otto price was about $45 per oz. Some of their products have reasonable pricing, but there is a huge mark-up on several items. I normally purchase the majority of my supplies from companies out-of-state, and have only used Otto occasionally when I needed items immediately. read more

The SF location no longer exists because a tech company bought out the building they were in so they only have their Oakland location and online store left. I meandered over to the other side of the Bay to pick up some wax for a lost wax cast I'm doing. I'm a beginner, and don't know too much about wax, so I did some browsing online which wasn't super helpful seeing as I'm a visual person and a beginner at that. I figured I could go to the store and ask the employees for help, or at least see the products in person to help my decisions. Boy, was I wrong. I was assisted by Garry (yes, two R's as was written on my receipt) and he was the most unpleasant, unhelpful person to deal with. He was short, curt, a little rude, and not helpful at all. Upon receiving his help, he started to bring out wax that I had asked to see, and seemed irritated that I didn't know exactly what I wanted. To make a long story short, they had gauge 8 wire wax on a spool for around $26 that I could purchase, or a box of already cut wire wax in gauge 6 for $10. You have to purchase the whole spool or box (which is totally understandable, I'm not mad at that) so of course I needed to think about which to purchase and what made the most sense for me, this project, and future projects. Already feeling rushed and like I was a bother, Garry said "It's only $10, it's not going to break the bank." I could not have been more insulted. Yes Garry, it's not going to break the bank, BUT THAT'S NOT THE POINT. In addition to that snide remark, when asked questions he would rudely say to me "I don't know, what you see is what you get". Upon leaving the store I immediately called the manager, Larry, to complain about my experience. He apologized once and said he'd talk to Garry, but who knows if that really happened, especially since it appears Larry has done the same according to J K.'s review on them. On another occasion I had my bf go in to buy some items for me since I couldn't and he said he had a poor experience, but didn't really elaborate so I didn't think it was a big deal, but now going in for my self and experiencing it first hand, I see what he was talking about. Otto Frei doesn't seem to think much of customer service/experience so I will be taking my business elsewhere and will never order online or from their store again. What a shame. read more

This is a unique place that carries a lot of high quality industry-standard watch and jewelry making supplies and tools. You won't find much if any cheap, made in China tools here. They carry Swiss tools from Bergeon as well as some no brand name tools that are still Swiss and some that are cheaper than Bergeon, but actually made by Bergeon! You can mailorder, but it's nice that they have a retail location so you can avoid shipping charges by shopping there in person. If you are not familiar with this store, the first visit is always a bit disorienting because you have to first check in at the front desk to get an order form assigned to you. Then, you have to go to one of the counters inside the belly of the store to have an employee pick your parts for you. There are also some areas where you can browse and pick items off the shelf like a normal store, but mostly this is a warehouse where they need to go fetch your items for you. Then, you go to back to the front and pay. This place has gotten me out of a few pinches when I really needed a certain high quality tool to work on one of my watches, but I really didn't want to wait and mailorder it. I just checked their website, wrote down the part numbers and drove down there. So glad they are still here after all these years and I hope they remain in business for years to come. read more

Great place! A favorite stop to make in my business. Top of the line tools and a quick stop for metals or repair items. As a San Francisco resident, it is so convenient to have the satellite store on Market St. As long as you call ahead, (I recommend 1 day) they can bring in whatever stocked item you need from Oakland. Some items are a little more expensive than their online competitors, but well worth it in terms of convenience and shipping. Plus the quality of their products is better. The guys that work there are so friendly and helpful, and really make an effort to get to know you. I'm definitely a happy customer! read more

I have been a customer for over 14 years and I use Otto Frei only in emergency situations. Very glad that they are around, however... their pricing is ... well... I recently was quoted over 45% on 5 feet of 20 gauge 14k wire than my normal supplier. Also, I was in the market for a small tabletop German made casting machine and their pricing is $3500 vs Rio Grande's $2800. Come on guys, I understand that you need to make a living, but we all aren't Revere students that you should price gouge, and I am fairly certain that your warehouse mortgage was paid off in the 1960's. The employees IMO are helpful, some of them have been there for over 20 years, some are new and don't have any jewelry MFG knowledge. I see the counter guys answering the most inane questions from grey haired ladies that are taking their first jewelry making class. They seem patient, tolerant and helpful. So, if you can't wait a few days to get stuff delivered, then it is a great place, the only place in town actually. If you can wait then I highly suggest you compare pricing from other suppliers. The savings can be huge. read more

I love Otto Frei for purchasing my jewelry supplies and equipment. Their website is very user friendly. The ordering process is all automated you receive confirmation emails once it has been processed and shipped. Very fast shipping! Wonderful quality! Great company to deal with for your jewelry needs! read more

The staff here are kind and patient with noobs like me. Love this store! I just came in about 15 minutes before closing. I had a big checklist of items I needed. I went through the whole list and they found everything I needed including a hard to find ETA movement screw. The entire time I had two kids under 5 who were getting restless. When I left I noticed it was 10 minutes after closing. They didn't pressure me to get out. Totally happy to answer all my questions and stay late for me. For watch repair parts this place is as cheap as they get. Very cool business . read more

Otto Frie is a great place to go if you are looking for jewelry making tools or findings. They also have a little office on 760 Market Street #905. So if you need a little chain or tarnish remover, or a new Professional rotary tool, this is a place to check out. Great prices and lots of stuff! Watch out for the lunch hour though as they are closed for an hour mid day. read more

Australian buyer. I have been a customer for many years with Otto Frei and continue to do so. However, "Be Warned!" - If you are NOT purchasing for use within the U.S. - Think very carefully about the tools you buy. I purchased a PUK 5 Welder for use in Australia and had issues with the product. Otto Frei completely fobbed me off and rendered NO "real" assistance. Otto Frei were not legally obliged to help but it would have been the right thing to do. I continue to buy tools from them to this day and receive great service but I am now selective and make no high value purchases. So to all Aussies, keep in mind - nothing is a problem until something goes wrong and you will be on your own. read more

Every single time I come here I am reminded of why I hate coming. This place has the worst customer service. I do not mind their online store, but if you come in person make sure you have a good chunk of time to waste. Everything moves at turtle speed. Last week when I went to pick up some last minute jewelry supplies, I had to wait while the customer associate flirted with the customer ahead of me and while 2 other employees were walking around filling online orders. I find their prices to be higher than riogrande, so if you can plan ahead, save yourself the trouble and order online through riogrande. read more

Amazing, hard working staff always helps me find what I need. Their online store has a great selection, and my packages always surprise me by how fast they arrive. Definitely a place to bring a list of what you need because you WILL get carried away. Best prices for sterling silver that I have come across. read more

It's really the best place in the bay for jewelry supplies, especially when you need your materials fast. The staff is very helpful. Their prices are a little expensive but you pay for convenience. read more

Pretty amazing selection. Definitely not for casual window shoppers, you must sign in at the front desk before coming in and they bring everything you ask for to the counter. As a result, it is best to look up everything you need to buy or want to take a look at on their website first and have the item numbers written down. They were very patient with me when I came in obnoxiously close to closing with too many questions, and equally patient when I had to return much of what I had bought because it didn't end up working out for my current project. I found the staff to be very knowledgable and friendly. read more

Bad customer service. I placed an order 10 days ago. They took my money and I didn't receive any tracking. I saw on my bank account a few days later that the money was returned. Still no notification from Otto Frei about any of it. I called customer service to investigate my case. I was told my customer service rep would call me back. Any hour later, nothing. I called back and she said she needed me to email proof of billing and shipping address. I sent an email with my proof. No reply. I had to call again. No answer. Then I sent another email. They said I will get shipment confirmation by the end of day. I still haven't received anything. They have extremely poor communication. I spent my day chasing them around to find out what's the issue!! Still not even sure what the issue is. Terrible service. Rude employees read more

I absolutely love that Otto Frei is so accessible. When I go in person, I get great service in helping me find what I need and the people who work here are kind. When I place a phone order, I know I am speaking to real people with real suggestions -they know what they are talking about. I do a majority of my jeweler's tools and metals here. Also, when I order online, I get my order within one or two days. But, I live about an hour away, so that is not typical. But, its great all the same because I know they put my order together right away every time. read more

Thank you SO much Otto Frei for having a store I can go into, because I ordered supplies from y'all and was told by a woman on the phone that getting them by mail would be "No Problem" in the time I had, since I am only in SF- but - DON'T PAY WITH PAYPAL if you are in a rush! The supplies got held up due to Pay-Pal being slow, and didn't arrive in time Thankfully I can BART over and get them. Thanks for being a store! One star docked for the woman on the phone not knowing to tell me not to use stupid old Pay-Pal. Otherwise- crack team, thank you! : ( read more

i love this place! there are tons of stuff to buy! The watch band/ watch materials/ displays/ clock parts are on www.ofrei.com

Love this place! They have everything! and for me, living in the Bay Area, I am grateful to have a brick and mortar store I can go to. Please spend your money here to keep this great business going! read more

Yes--they have what you need, if you're Bill Gates. I know they have a small target market, but I don't understand companies charging so much? If you need watch tools--try Ebay first. read more

I put a 2oz Bergeon spring bar tool in my cart. I was shocked to see they charge $10 shipping for such a light tool. I get the extra packing argument but Bergeon is very sturdy and comes in it's own small box. Simple peanuts would work fine. What a rip off! read more

the owners and the employees of this place do not know how to respect their customers, poor customer service, lack of knowledge, very impatient and more read more

Otto Frei is the only place left in the Bay Area that sells Jewelry Tools and Supplies, and have been doing so since 1930. They can be quite busy at times, so if you're in a hurry you can call in your order or place it online and have it picked up at the front desk. They sell over 25,000 different items, so it helps to be specific about what you need. They are not a jewelry school, so it is a good idea to do a bit of research to know exactly what you need for your project. read more

Otto Frei isn't my main jewelry supplier, but I've been coming in to purchase supplies on and off for several years. Earlier this year, I purchased a higher priced tool and was very unsatisfied with it. I was unable to come in to return it until several months after the "normal" 14-30 day return time. Upon arriving, I explained the situation and was surprised to be allowed to exchange the item! I also received top-notch care and compassion, with Larry spending almost an hour with me, helping to choose just the right replacement tool. I ended up purchasing several other items as a result, spending several hours in the store. I'm happy this store is still around and willing to compete with customer service values of much larger jewelry suppliers. I look forward to working with them again in the future! read more

Better know what you want ahead of time with item numbers in hand. This is not the type of place where you can even view or browse their inventory. Woman was very helpful, but definitely frustrated and made me feel like I was inconveniencing her. I had to ask at the end how the system worked for the next time I come in. She did not seem knowledgeable about the products and if she was, she wasn't divulging any of that information. After dropping well over $100, I didn't even get a thank you or have a good day. I will definitely try to buy as much online from other sources with better customer service in the future. Instead of laughing at my requests, I would've appreciated an explanation of how the system works first. read more

Had used them previously and been highly satisfied with the service. I recently purchased some equipment as a Christmas gift, with "free shipping". I initially put the order into the website, proceeded through to the last stage of checkout and was delighted to discover that there was no additional charge to overnight the package. In order to time receiving the gift, I decided to hold off until the day before I wanted it, returned to the website processed the same order and selected next day delivery, and received my confirmation, which did indeed say 'next day'. 5 hours later, I receive a shipping invoice indicating that the package was being sent UPS ground and would arrive in 5-10 days. I spoke to a disinterested customer service rep, who rather than say "Sorry, that's weird that our website did that" and help me with the problem, simply told me I should have read the website (as opposed to following the instructions at their checkout/relying on the invoice that they sent me) and needless to say had to pay an additional $60 to overnight something I otherwise would have bought a week ago. I'll be sticking to Rio Grande from now on. read more

HORRIBLE customer service. Ignoring my phone calls and speaking in a rude tone just because I did not know my part number is not acceptable. Don't know how they stay in business. Sharon needs to go. Attitude for days read more

The guy running the place knows nothing about the products and blames you for not doing any research if you have questions. Everything is overpriced for what you can find on the Internet, I figured customer service and readiness was worth paying a little extra but I was wrong and rushed out before I could spend more money, taking the workers kind advice by researching the products more on my own I found better deals. I understand the business is a hard trade and it's in Oakland but temperaments is a personal issue and as a "customer" we need to see the products so we know the spatial dimensions which isn't always calculated by numbers, some of us need visual comparisons which is totally deserved the reason we traveled down there. read more

Well, this store caused mixed feelings. The selection of items is great; however, they were out of one of the items we were looking for. But, the negative impression was created by the manager (as far as I understand that was him, an elderly guy), who was so fascinated by flirting with a young girl customer that didn't see and didn't attend to anybody around him for like about 30 min. Looked cheesy, really! However, one of the younger guys helped us a lot (even though, we wanted to get a more professional advice as we were buying an almost 2K item, but couldn't get manager's attention). Overall, good store, good selection, but not quite good customer service. And the check out lady should be more serious when dealing with big amounts of cash, really. read more

I placed an internet order on a Friday, and paid for overnight Fedex shipping...they did not even ship the order until the following Wednesday...and then one of items that I really needed for a class I was teaching (the day after I received the item), was defective, and needed to be returned...I will not place an internet order from them again. read more

I order online from Otto Frei all the time. I have never had a bad experience. Great customer service, amazing products and good return policy! Love shopping here =) read more