McKenzie & Smiley Jewelers — Attraction in Clarksville

Originally, I informed the staff that I would not be leaving a review; however, that was before they returned my original ring to me in its current condition.

I took my ring to have it reset into a solitaire design, with clear expectations and specifications communicated during multiple meetings beforehand. Despite this, the results were deeply disappointing. The work appeared rushed, with little care or craftsmanship evident in the resetting process. I’ve attached a photo to show the condition of the “newly” reset ring I was given. The prongs, which were supposed to be claw-shaped, were round, and my diamond didn’t fit properly, causing the gallery rail to stick out. I refused to accept the ring in this condition. The staff assured me they would fix it, and the next day they called to say it was ready. This was confusing, given that they had previously stated they would need to reorder a new setting to resolve the issue.

When the ring was presented again, the prongs were incredibly short because they had attempted to reuse the same setting and simply reshaped the round prongs into a claw shape. Additionally, the gallery rail was crooked from the attempted adjustments, and the band itself was bent out of shape. It was clear that the workmanship was substandard and rushed.

Once again, I refused to accept the careless and uneven work being presented to me. The staff admitted they were unsure if they could resolve the issue due to not having the proper mounting size for my diamond, essentially implying that I would have to accept it as is because there was nothing more they could do. I responded that they should have informed me of this before even starting the process.

The staff refunded me and stated they would reset my diamond into its original setting. I was very apprehensive given the lack of attention to detail displayed previously. After two weeks, I returned to pick up my ring, only to find that one prong had been poorly shaped into a round prong when they should have all been claw prongs, and it also had a significant chip. Despite pointing this out, there was nothing more they could do, nor would I trust them to leave my ring in their hands again.

Although they refunded me, I left with my engagement ring damaged and now feel embarrassed to even wear it, as one prong is round while the rest are claw prongs.

Additionally, claiming that the jeweler is overwhelmed due to the holidays and rushing to complete tasks is not a valid excuse for delivering subpar work, especially for a $2,500 service.

While the customer service was pleasant, there is a clear breakdown in quality control. Sales representatives are the final line of defense, and I would be embarrassed to present rings in the condition mine was delivered. I cannot believe both my new and original rings were returned to me in such poor condition, despite the clear communication and expectations established throughout the process.

Though the store offers a nice selection of jewelry, I strongly advise against entrusting any pieces to their in-house jeweler. This experience has been frustrating and disheartening, and I hope improvements are made to prevent similar issues for...

Edit: Please do not take your precious jewelry here. 2 years later and I am still working on getting fixed the problems caused at this store. When I took my ring in to get fixed, they replaced the platinum with white gold without telling me. After a few months I realized this through the difference in color with the metals. They then took out the gold and put the platinum back. After leaving a reputable jewler, I have to get a completely new setting. They left particles of white gold in my ring and did a terrible job. I have now been to 3 different jewler who have all agreed that they do not see how my ring passed inspection here and was given back to the customer in this condition.

After my complaint, the owner contacted me the very next morning and set me up with an immediate appointment with one of his best stone setters. Within 30 minutes, the jeweler looked at my ring and corrected the problem so it will hopefully not become loose anytime soon. He apologized for what had happened and the experience I had the previous evening at his store.

Previous comment - I had a terrible experience today at this jewelers, and needless to say, I will not be back. About 3 weeks ago, I had taken in my engagement ring in to have the main diamond tightened because it was loose. This is a very special diamond since it belonged to my husband's mother before she passed away from cancer. Well now, 3 weeks later the diamond was more loose than it was when I initially took it in. I was nervous that it was loose enough to where I would loose the diamond, so I took it back in. After explaining my situation to the attendant, he told me that I would need to come back after Christmas because "Santa Clause comes first." Not only would he not even give me the time of day, he was very rude about it. It was definitely apparent that money was more important than quality customer service and correcting something they did poor job on. I will not be back and look for somewhere else to take...

I went in to get my ring sized, and it was on a Tuesday, 2 days before Thanksgiving, due to holiday she said it would be ready Saturday by 5 and I was really pleased with that, BUT i called on Friday afternoon and she said it would be ready today after 5, which I was THRILLED because I was so excited to get my ring back...Emily, is who I worked with the whole time, and SHES TOTALLY AWESOME!!! From the time I walked in the door till the time I picked up the ring, she was nothing but genuine, and that’s hard to find these days. She even went above and beyond to email some information on “lockets” that hold small pics.. that I inquired about by calling her after I left the store on Tuesday because I forgot to ask while in there.. she took the time to talk to me and never rushed me off the phone, or even in the store, she’s truly amazing! Y’all go see EMILY and I promise you, you will have an amazing experience there. I will definitely go back, and my daughter will also be going to pick out her engagement ring with her. Above and beyond WONDERFUL young lady!! Way more stars if I could give them. Thank you Emily and for the one who sized my beautiful ring for me! So very happy with...