Kesslers Diamonds - Madison — Attraction in Madison

I never leave bad review but this was a truly awful experience! I wish I could give less than one star it was that bad. I was excited to come to this store as I had heard such good things. I went in looking at wedding bands and was offered a cleaning which was great. They then informed me one of my baguette diamonds was a bit loose but they refused to tighten it because they said it was not a strong enough setting to work in. I thought this was odd but was thankful they let me know so I didn’t lose a diamond. We then started the discussion of resetting the ring in platinum so it would be more sturdy and you would not see the almost 100 year wear. From the moment we started talking about the setting I felt extremely uncomfortable with Brett. He pushed me to look at and purchase a wedding band now and insisted they must be solder together. I did. Not like the look of this and told him multiple times. I also was not ready to purchase a wedding band for myself as my fiancé was not with me and I did not like any wedding bands he showed me. He told me I must buy a wedding band before customs finished the ring because he said the diamond would have to be raised. I ended up buying a wedding band at Tiffany 3 times the price of anything he showed me because he was super upsetting to work with and did not listen to any of my wants. When I told him I purchased a wedding band elsewhere he was visibly irritated and made it clear the ring I chose was not as “good” as a Kessler ring ha ya okay! And then this is where things got worse! The cads came back for my custom setting and they were awful! They completely changed the setting of the ring and did not listen to me what so ever. When I told Brett I wanted to go another direction and would like to pick up my ring(that they had for two weeks before I saw any cad) he was snippy with my and told me to look up the number for myself to get it back. So I drove to Milwaukee to pick it up and then drove it 3 hours to my familiar Jewellery. All in all they lost about 15,000 of jewelry work all because of this terrible terrible employee. Have told everyone I know to stay far far away...

I cannot say enough good things about my experience. I had a cracked setting on my ring, causing my main stone to be very loose. I went to the jeweler my husband had originally bought the ring from and they quoted me a rather high estimate to repair, with no care plan or loyalty program. I had been debating getting a new setting for the ring anyway, so I left with my ring planning on deciding further before paying to repair. On a whim, I stopped at Kessler's on my way home and met Sam. She took my ring to get it looked at and gave me back an estimate over half the price less to repair, while also finding another damaged spot that the original jeweler had missed while inspecting. I decided to look at their rings in the displays and see if I liked any in case I decided to go with the "new ring" route. I made several separate visits and worked with Sam each time before deciding on a custom ring that mirrored one they only had in a different metal than what I desired. The process was smooth. When I received the ring, I realized it wasn't the same as the one I had originally chosen. Sam and her boss agreed and promised to send it back in for the correct ring. After sleeping on it, I still felt a little unsure whether the custom process would work the second time around. I went back the following morning and worked with Sam and her boss to find a ring that was available and ready in the case. It was fate - found the ring in platinum like I preferred, it was already in my correct size, and just needed my center stone to be placed in. The turnaround time was Saturday-Wednesday, so fast! Sam and her boss worked with me to make sure I was satisfied until the very end and feeling confident in my decisions. She was patient, kind and so relatable throughout the entire process. The Kessler's guarantee also cannot be beat - knowing my ring is fully covered if it's damaged or a stone is lost is so reassuring, compared to my original jewelry store that didn't cover one thing. I highly recommend Kesslers, and...

We went to Kesslers several months back to order a custom wedding band for my husband. The ring was botched not once, but twice. Both times we went in excited to see his ring and both times we were accused of not liking what we selected, versus them admitting they made a mistake. Luckily we had documents to prove both rings were in fact not what we ordered. After the second botched ring came in, we were nervous as we were only a few weeks out from our wedding, but we were assured they would do everything they could to get it in for the wedding. Fast forward to three days before the wedding and we still had not heard anything from them. I called to let them know we would be in the next day to pick up the ring. Since we hadn't heard otherwise, we assumed the ring would be ready. We then got to work with Jay, aka the sleaziest salesman you'll ever deal with. He told me the ring wouldn't be in for our wedding and he had no idea when it would actually be ready. We went into the store the next day to figure out what our options were. It was clear he didn't want our business. He continued to slam the management team at Kesslers, including the owner, and told us the ring we custom ordered was junk. We were quite upset and decided to leave, instead of giving them anymore money. He smiled and waved as we walked out. The good news in the story is that we went to Chalmers and had the most amazing experience. The owner came out to greet us and assure us they would do whatever it took to get us what we needed, as we were only two days away from our wedding with no band. We ended up actually saving $400 going through them, versus Kesslers. It's a shame when I've heard so many great things about Kesslers in the past. I think it's clear that they've grown to be so large they no longer care about true...