The service I received at Samuels jewelry store was so poor that I created a yelp account to warn future visitors of the service they could receive at this establishment.
As a customer service professional with over 15 years experience in customer relations, I have an in depth understanding of the standard of service a customer should receive in a place of business. The service I received left me speechless, and cost the business a $5000 sale.
I had 3 goals that I had hoped to accomplish at one store and Samuels was the first store I visited.
1)Trade/sell a broken 24k gold necklace for store credit
2)Identify a red colored gem stone, and other stones from my fiancés grandmothers safe.
3) Purchase a 1ct diamond that was similar in shape and size to the CZ diamond I had with me so I could replace the diamond that had fallen out of her grandmothers ring over 40 years ago. The CZ diamond was used to replace the diamond many years ago and I wanted to surprise my fiancé with a real diamond in the ring.
I walked into the store around 2pm, and two gentleman were behind the counter but said nothing as I entered the store. It felt strange asking them how there day was going when usually it's the other way around. No big deal I started to explain why I was there, and my first question was if they bought gold and they both quickly said no.
I started to explain the second reason I was there and while explaining my desire to get these stones identified I had the tiny ziplock bag of stones in my hand and the gentleman with the shaved head rudely and aggressively interrupted me and said "just give me the bag!"
His angry demeanor came out of nowhere and left me quite puzzled as to why he was acting like this. I handed him the bag and he points to the CZ diamond and loudly says "that's fake" and then tried to look at the smaller stones without opening the bag and quickly realized he needed the bag open so he started ripping it from the side to get it open.
(keep in mind there are about 10 stones inside that are extremely small)
I told him to stop and that I would open the bag, and he handed me the bag and I opened it the same way it is intended to be opened. He glanced at the red stone I was most curious about, and to his credit, correctly identified the stone although with his angry demeanor. After identifying the stone he abruptly walked away giving me the feeling that I was a waste of his time.
Completely baffled and speechless I left the store and walked one block and happened to find a Ben Bridge jelwery store where I was immediately welcomed and given superb service. The funny thing is I never even told the Ben bridge staff about the horrible experience I had one block away, this superb service was their natural selves. I walked out of the store with a 1ct Ikuma Canadian Diamond purchased for $4,999.00.
Did I over pay? Probably. Do I care? No. Is my fiancé happy? Yes.
Please use caution when shopping at this store. Normal, successful businesses do not operate in this manner, nor do they keep staff who behave this way. I can't imagine this store being successful with this type of treatment toward customers. I hope this review will offer guidance, and be a positive thing rather then a negative. read more