TL;DR: Silva (sales) and Tran (jeweler) are the best!…read more
My husband and I got my engagement ring here 1.5 years ago. We made very clear what we wanted as to the ring setting (i.e., a low profile), and the store manager at the time promised us that, even if we're not happy after purchase, we can come back any time and they can and will easily change the setting, satisfaction guaranteed, etc. Right after our engagement, we came back to the store and paid for a new ring setting, as the one my then-fiancee ultimately chose (based on the manager's recommendation) was still too high for my liking. We were told by the manager that it is no problem and we would have a new ring in no time.
This is when the saga began. In the last 1.5 years, we have been calling and texting and visiting the store every other week, following up on the status, which were consistently met with - albeit very politely - (1) empty promises that it will be ready "this Friday" or "next week," (2) excuses (e.g., they are busy with [Christmas / Valentines' Day / Mother's Day] or there is no CAD designer available to do the drawing (in the entire Jared's chain)), or (3) simply ghosted. Finally, right before Christmas last year, we learned that the manager we've been "chasing" has moved out of the state to another branch.
Quick note: we cannot just take the ring to any other jeweler to get a new setting because that would void the guarantee that Jared's offers (as most jewelry stores do) on the ring (e.g., if a/the stone falls off, they will replace it).
Feeling utterly defeated and hopeless, we went into the store again, that's when we met Silva. We told her our story and she quickly connected with the manager, checked the system and studied the records, figured out exactly what we wanted and what needed to be done, and started to mobilize the entire process. She checked in and provided updates almost weekly, showing exceptional professionalism and commitment.
Silva then introduced us to the amazing Tran, the in-store expert jeweler (whom I assume has been at the store in the last 1.5 years). Tran is super knowledgeable about everything jewelry. He explained to us the pros and cons of our different options - balancing beauty and strength. In the end, Tran went above and beyond, defying the laws of structural physics, designed and produced exactly what we wanted (no CAD drawings), for which we are beyond impressed and incredibly grateful.
Thank you so much, Silva and Tran!!
