My fiance got my engagement ring at this store and we overall had a terrible experience there. I made a yelp account for this review, and also posted to Google review because the situation was so bad.
First off, when he ordered the ring in mid-December, he was told it would be available in early January. Then they changed their story and said that due to holidays and office closures it would not be available until late January. However, he pressured them and was able to get the ring the day before we left on a vacation, where he proposed. He had asked for the specs of the stones to be sent with the ring, but they weren't.
He got me a three stone ring and the side stones were taken from a pair of earrings that they had in store and they did not have to be sourced, which meant he got a good deal on them (which was the only good thing about dealing with this store). It was shipped to him but after he proposed, I immediately saw that the side stones were noticeably different sizes. When my fiance contacted them, Elle (a manager who he placed the order with) was very rude and defensive through texts and told him he was wrong and implied that he was trying to get an upgrade on the stones without paying for them, which is false because we liked the smaller stone more of the two that were there. He also asked for the specs of the stones and she would tell him the color or clarity but not the carat.
When I went in store for her to look at it, she realized she was wrong and that the stones were very noticeable different sizes. The owner (Rodger) was there and said yes they were different sizes and they were both surprised no one had noticed it initially in store. He also noted that the prongs of the side stones were different lengths so that he thought that they would have to remake the band otherwise it would be off and in his words, an engagement ring "should be perfect." They said they had other earrings in store that should be the same size of stones and they would send all four stones to San Francisco where the ring was made and the person who made it there would choose the stones that matched best for side stones. And to be honest, I can understand why the stone size mix-up happened because the posts that the earrings were in made it hard to see the exact dimensions of the stones, even if they were the same carat. At that point, the owner said, "Don't worry, we'll fix it" and I felt so relieved. I also wanted it resized down a half size so I asked them if they could do that while it was sent out, and they said that they could. They sent it out and I waited 2 weeks before we called the store for an update and they said oh, actually it is ready you can come pick it up, which was annoying as I was without the ring during that time and they didn't have the courtesy to call when it came in.
Now comes the worst part of the story because I could forgive the rudeness and mistakes if they were willing to correct their mistakes: they did not resize the ring AND while the side stones are a much better match now, the setting was not fixed and the ring itself is asymmetrical so that I can tell clearly which side originally had the larger stone. When brought up, they said they weren't sure if the company they work with resized the ring or of they forgot to do it. This makes no sense to me because there should be clear lines of communication. When I mentioned the uneven setting they said that it was in my head and it wasn't noticeable, which is just not true because they had all seen it when I first showed it to them. I didn't push the issue because we had to fight so much to get the stones to match and I was tired of arguing over something that was supposed to make me happy.
I also had to ask for the specs of ring (again) when I was in store and they said they would email it to me, which they didn't. After another reminder they finally emailed it to me fiance.
Overall, it was a very disappointing and frustrating customer service experience and would never recommend any of my friends or family to go here. read more
