Samuels Diamonds

Customer service is horrible here.
I recently went here to get my ring sized and the young, obviously new, lady that took down my information was not the customer service type. When she had questions about filling out the paperwork she went and asked the store manager who proceeded to talk very loudly about me and my ring rather than politely coming over to help.
When I asked about the warranty on my ring the manager asked in a rude tone when I bought the ring. I told her it was 3 years ago and she automatically assumed that it wasn’t covered anymore. I just got off the phone with corporate, it was a lifetime warranty.
When I went to pick my ring after it was finished I brought my warranty papers to the counter, which no one even glanced at. Since it was over three years ago that it was purchased, I wasn’t going to get my resizing covered. At the time I didn’t know whether I had lifetime or 3-​year coverage; it was an engagement ring after all, not like I bought it myself.

After looking at countless rings at other places, Josh managed to somehow ascertain exactly what we were looking for, and suggested a beautiful ring that was perfect. He and the staff were excellent, and we are very happy.

I have had nothing but good experiences with Samuels. I enjoyed the staff and their service everytime I’ve gone in. They always made me feel comfortable and they do have a clue about the merchandise they are selling.

This happened a few years ago: I bought my wife a gold bracelet overseas that had a somewhat «rough» look to the links. The clasp broke and I took it to Samuel’s. When I picked it up, I thought I had the wrong bracelet. The «rough» parts had been buffed smooth, and presumably the excess gold disposed of somehow… The clerk told me they had «cleaned» it. The bracelet looks smaller now, and lacks the character it had, and I can’t help thinking I was taken advantage of. Got on Unilocal to check for another jewelry repair, and found Throckmorton’s. I’ll try them next week.

Don’t use this place for jewelry repair. The work quality is shoddy, and the customer service is worse.
I took my engagement ring here to get a tiny diamond replaced that had fallen out of the band (with five tiny diamonds on each side of the center stone, pave set along the band — the stone that had fallen out was in the middle of the row). This is a very routine repair for pave settings, that was priced at $ 35, stone included (so we’re not talking anything exotic or unusual here). When I got it back, the setting had been damaged — all the beads around the replaced stone AND the stones on either side had been mashed in, the delicate milgrain on the edges mangled, and the curve of the ring on that side was crooked. All of this was clear to the naked eye — no jeweler’s loop required.
When I took it back and asked to speak to the manager, she first pretended not to be able to see it, then agreed to have her jeweler redo it. Upon receipt, the curve of the ring had been restored, but the mangled setting was no better. The manager then suggested that it had been that way before I brought it in (TOTALLY untrue), and then when that didn’t get me out of her hair, she said that detail work was impossible to do by hand and I should have sent it back to the manufacturer to begin with (why not tell me that when I dropped it off??). While they refunded the cost of the stone replacement, they would not cover the cost of having their damage repaired elsewhere.
The fact that they damaged the ring is one thing; the fact that their response was so shady is worse. No way I’ll ever go back to this chain for anything.

Not an exceptional place, but they had a nice selection, my husband I found our wedding rings and my engagement ring inside of an hour, the saleslady didn’t try and hard sell us anything we didn’t want, and the prices were very reasonable.