Bulgari of America

I live across the street from Bulgari and called to inquire if they had a particular item in stock before I walked over to make my purchase. Someone took my name and phone number and told me they would call back. They never did. I went to Cartier for my purchase instead. For a business of this caliber, this is inexcusable.

We made an appointment with the store manager, Lisa Kraus, several weeks before our 1-​day layover in Chicago. We described what we were looking for, and Lisa elicited some more information in a series of prompt and professional emails. While I expected good and attentive service when we arrived at the boutique, what we received was actually something to write home about. Our 2-​hour visit was the most pleasant jewelry shopping I’ve ever experienced. Lisa had flown in a number of rings from all over the U.S. and was prepared with information on each. She was friendly, polite, sincere, and insightful. We had excellent, understated service (including an espresso that my Italian friend actually liked!), but without any of the fuss and extravagance that attends most «high end service» these days. No hard sells, no insincere compliments, no unwarranted attention. Our subsequent visits to Van Cleef and Cartier were reminders that a good saleswoman (and store manager) can make or break a deal. The whole of that experience with Lisa — from first contact to first meeting — is what all the vaunted jewelers should look to achieve in their boutiques.
P. S. I’m not sure of the basis for the first set of statements by the reviewer below. I’ll say only that common knowledge of a jeweler is no substitute for its ability for fine design and execution. Each of Bulgari, Tiffany, and Cartier has its own look, and all have a place in history as great jewelers established in the late19th century.

Bulgari is to Italy as Tiffany’s is to America and Cartier is to France. Blah blah blah. So often do they try to claim this, but in reality Bulgari has only recently upped its profile with celebrity visibility and name-​brand recognition.
Regarding this store specifically, I have to say the manager was very helpful. I had a problem recently with a purchase I’d made in Rome, and I received sub par service from someone behind the counter at this Michigan Ave. store. I have a feeling they were age-​biased, and just because I’m young, I wasn’t «worth» their effort. After strongly criticizing this heavy-​handedness in a letter to the manager, however, she was very responsive, apologetic, and ultimately she righted all wrongs.
In the end, it’s great that they fixed the piece at no charge, but I’m still left with a bad taste in my mouth for the experience as a whole. They do have beautiful pieces and unique accessories, but the initial customer service was very disappointing.