I've been bringing my engagement and wedding rings to Real Gems for over 10 years and have always appreciated their service and care. Until now, I've never once been charged for a simple cleaning -- it was always presented as part of their ongoing customer care. We even upgraded my ring 3 years ago because we were pleased by the experience with Real Gems.
At my most recent visit, I was told there would now be a $75 cleaning fee because the value of gold has changed. That explanation didn't make sense to me, since the cost of cleaning shouldn't depend on gold prices. There was no prior notice of a policy change, and the conversation left a bad taste after years of loyalty.
I understand prices go up, but how it was handled felt dismissive and inconsistent with the experience I've come to expect. It's disappointing to see a business shift from customer relationships to profit on something that used to be a simple courtesy.
I won't be returning, and I'll be taking my jewelry to another jeweler who values long-time clients. read more