Eiseman Jewels NorthPark Center — Attraction in Dallas

December 27th, 2024.

I can't even begin to state my frustration.

I brought my Rolexes into the store around the first part of September, if my memory serves me correctly, to see about getting one repaired and to find out more about my older one. My Datejust had stopped working and I wanted to send it in for a battery. The man I spoke with was courteous and not at all snobby, even though I was dressed in ragged work clothes. He said he was amazed at how good of shape my Datejust Rolex was in and said he'd like to make an offer once it got into Rolex since it wasn't ticking and I assumed just needed a battery like the previous time I had sent it in. I handed it over and left the store.

That's where the good experience ended.

I called back after not hearing from them and they said they were waiting on it at Rolex. Eventually they called back and relayed that Rolex said that due to the quartz being damaged along with some other issues they would need to replace it. It was a $1500 repair with some other things noted as well. I said I'd think about it, but then called back and said to go ahead. A couple weeks passed by and I called back again. They said they had never gotten a message to go ahead with the repairs and would initiate that now. Sometime later they called back and said that they were wrong and that the body of the watch was damaged and needed to be replaced and would be an additional $1000 or so. At that point I said to just have it shipped back to me because this was a couple of months into it being gone, and while I could consider the first repairs needed (it had sat in a sock drawer for two decades without much movement, except an occasional battery change), I figured something very wrong was occurring. So they sent it back. But this whole time I was the one chasing them down to get information. I made multiple calls to get updates and I was passed to several people so I can't even remember who I was dealing with in the beginning. All I know is that their customer service was terrible and if I ran my business that way I'd be out of business in short order. Anyways, I checked again to see when it would be back, and they said they'd let me know. Eventually I did get a call back from someone I had never talked to, saying that it would probably be in soon and that he'd let me know when it got there, but I never heard back again. I want to say that was right before Thanksgiving. After Christmas I finally had a moment to call and see if it had made it back and yes, it had finally come. Who knows when since no one ever called. So today I went in and got it. Decemeber 27th, 2024. Almost four months into their/Rolex's possession.

The good news is that it is working now without any repairs.

Even though they told me multiple times that Rolex wouldn't put a new battery inside unless the repairs were made. That is either a total fabrication, or the watch miraculously gave itself a new battery after not being used for seven years. The bad news is that it is now damaged at the four corners of the body (I see why Rolex wanted to "repair" it now) and has many lateral scratches across the band. Unfortunately, I was too trusting and never took pictures of my watch before handing it over to them. I assumed that Eiseman/Rolex would treat my watch like a jewel, but I forget that we live in an age where no one cares about anything, or anyone, anymore. Who knows how many hands it passed through. My recommendation: Take your business elsewhere and make sure you catalog everything because even if the shop is good, Rolex...

My husband went to Eiseman and purchased a beautiful pair of diamond gold hoop earrings for our wedding anniversary that was in January. When I opened them I immediately tried to wear them but my ears had closed up so I put them in my jewelry box until I could get my ears re-pierced I was pregnant at the time so I had to wait a while before I could have the piercing done.

After I had our baby I re-pierced my ears and waited a few weeks with the studs purchased at the studio. I was excited to finally wear the hoops for an outing I was going to. I tried to take the studs out to put the hoops that were purchased at Eiseman in. But I could not take the back off of the stud so I just put the hoop back into the jewelry box.

The next day I went back into the jewelry box to put the hoop back in between the foam holder. When I picked the hoop up out of the jewelry box ( not the floor ) I noticed that a diamond was missing. Shocked I went and told my husband that a diamond was gone he told me to look inside the jewelry box to see if it was still there and indeed it was.

I told him we needed to go back to return the broken earrings. It was very upsetting because they have never been worn. I placed the loose diamond in a piece of green painters tape and the earrings in a different pouch because we no longer had the box but do have all the paper work and receipt.

In eiseman we were greeted by a very nice woman who we told the situation to. She informed us that it is passed the 30 day return policy but she would give it to her manager and it would be his call.

The president Taylor approached us with my broken hoop. While he was inspecting it he was commenting on how it is clearly damaged and worn that a diamond doesn’t just fall out especially from the brand Roberto Coin and insinuated that maybe they were stepped on. I told him I have never worn them and that accusation would be impossible. He told me that he understands that things happen. still insinuating that they had been worn and that it was passed the 30 day policy that is states on the receipt. all they could do was have their jeweler fix the damage hoop for us. Up set because I do not want a refurbished pair of earrings that have never been worn. I walked out and had my husband finish.

I would completely understand if I had actually worn them and the damage was caused by normal, wear and tear. But again I have never worn them. I was extremely upset that Taylor would insinuate that I would let my $3,788 dollar earrings be step on or carelessly handled .So I went back into the store and asked him why he would insinuate that and if it was him being judgmental about my appearance. He lightly informed me that there was no judgment or accusations being made.

Yes it is past the 30 day return policy I completely understand. This issue to me is much larger it’s a quality control problem. Roberto Coin made a faulty pair of earrings that were then sold at Eiseman. Then false accusations and judgments were made to the consumer. But what’s not to judge when you have six kids. Two of which come flying into the store fighting, three of which are in a stroller, and a friend along for the ride. It apparently also doesn’t help that you’re wearing jeans and a T-shirt. I haven’t been able to stop crying about my experience...

Update:

Again, I cannot say enough positive things about Eiseman Jewels, and my experience there. I worked with Urek to purchase a Rolex as a wedding present for my fiance. As stated previously, he helped me pick out the design, and was very forthcoming with the ambiguity in terms of how long it would take to arrive. The watch arrived prior to our wedding day, and my fiance was very happy to receive it. Urek's service and hospitality in sizing and giving the watch to her in the store was phenomenal, and worth the wait. I was also able to receive the Rolex that I wanted, after waiting, as well. Like I said, Urek is amazing to work with, and I appreciate his up front honesty throughout the process. Patience pays off, and so does working with someone as knowledgeable and dedicated to customer service, as Urek. If you are in the market for fine jewelry or a luxury watch, you owe it to yourself to go to a reputable and high caliber store, such as Eiseman Jewels. You'll save yourself the frustration of a bad experience, and find someone that you'll want to work with for years to come.

I highly recommend Eiseman Jewels to anyone in the market for a Rolex watch, fine jewelry or a timepiece from another top tier watchmaker. Eiseman Jewels came recommended to me by a classmate and friend who has had positive experiences with the store, and I can see why. Everyone in the store is highly engaging and provides personalized attention to customers, including the owner. I went to inquire about purchasing a Rolex, and left with a wealth of knowledge and an order for a Date Just. I did not have this experience at another Rolex AD, and thanks to my experience at Eiseman, I know how potential customers are supposed to be treated at an AD. I worked with Urek, and felt like I was building a relationship, and not just a transaction. He was highly professional, knowledgeable and honest. He did not push me towards the jewelry side of the store, or to other watch brands- like some others Rolex ADs will do. He wanted to get to know me, what my interests and motivations were and what types of Rolexes I was interested in. This really helped me narrow my focus, and better understand which Rolex was best for my tastes and purpose. While working with Urek, I saw other Eiseman associates providing the same level of personalized attention to every customer that came into the store. My only regret is that I was unable to spend enough time on the jewelry side of the store, to truly appreciate their extensive collection- but I'll be back. I look forward to continuing my relationship with Eiseman Jewels for my future jewelry and watch purchases. I would recommend asking for Urek, because his service and knowledge is exceptional, but even if he is unavailable, you can rest assured that any associate at Eiseman will be able to provide you with great service that you will not get at other jewelers or authorized...