I recently visited Jared in Brea to have my engagement ring and wedding band cleaned, inspected,…read moreand sent out for the routine semi-annual maintenance I've received there in the past.
Unfortunately, my experience with JD was disappointing from when I requested my rings to be serviced. When I arrived, he initially told me the process would take about 10 minutes and that he would clean, inspect, and check the prongs unless I wanted the rings sent to the lab for a more thorough service but would take 3 days I agreed to have them sent to the lab which is what I typically do.
At that point, the interaction noticeably changed. JD insisted also that my engagement ring/band were platinum, despite me explaining that my rings are white gold and only my husband's band is platinum. Even after I pointed out that the receipt itself listed the metal type as "WG 18K," he continued to insist it was platinum on the system.
The bigger concern came when I reviewed the intake receipt. Total rings sent for service were listed with a value of only $3K, despite being worth approximately $25K, and the description of the center diamond was incomplete. JD initially told me the information was there, but when I pointed out the discrepancies, he crossed out the $3K value by hand, replaced it with $25K, and initialed it instead of getting a new receipt, he even if he showed me the print screen that it was changes to $25K. This did not inspire confidence when leaving a valuable pieces of jewelries in their care.
He also sent a copy of a receipt via email. I also noticed that the photo taken of the diamond's GIA number was blurry and unreadable. When I explained that previous receipts had included much more detailed documentation, including the GIA number written out, Sophie stepped in to assist who has been witnessing the entire interaction. She reviewed my concerns, agreed that the GIA photo was not clear, verified my information, and took the time to compare the documentation with prior records.
Because I was uncomfortable with how the intake process had been handled, I requested that the pieces be processed separately, as they had been in previous visits. Sophie accommodated my request and ensured the documentation was completed properly.
I want to recognize Sophie for her professionalism, patience, and willingness to address my concerns. She turned an increasingly frustrating situation into one that felt much more secure and transparent.
When customers are leaving valuable jewelry for service, accuracy, attention to detail, and professionalism matter.
Unfortunately, JD's attitude, dismissiveness, and lack of customer service made what should have been a routine visit feel tense and uncomfortable. If there's one thing more precious than a diamond, it's confidence in the paperwork that goes with it--and that was in noticeably short supply with JD.
Thanks to Sophie for stepping up!
