Long's Jewelers — Attraction in Peabody

My parents have been long time customers of Long’s and have been bringing their jewelry there for repairs for a long time now. Not only repairs, but they have also purchased tens of thousands of dollars of jewelry from this location. I decided to take my Rolex to Long’s with the impression that I would receive high quality customer service and care for my watch. I dropped my watch off about 5 weeks ago to have the crown repaired along with some general maintenance. The sales associate told me I should expect it to take about 4-6 weeks and would receive a phone call once it was ready. They called me on Friday to inform me that my watch was ready to be pick up, however, I was at work during this time and could not answer-resulting in a voicemail being left on my phone telling “Corey” that his watch was ready.... my name isn’t Corey. Although I realize this is easily mistakable, I would’ve appreciated if they took the time to make sure they used my correct name before leaving me a voicemail- as would anyone I’m sure. Anyways, after listening to their message I gave them a call back about an hour later informing them that I had just received a call from someone notifying “Corey” that his watch was ready for pickup. The male that answered the phone initially seemed very put off by the fact that I pointed out their mistake. That is when he immediately started speaking to me with an attitude. He told me to hold while he checked on the status of my watch. 10-15 mins after being on hold, a woman picks up and asks how can she help me... I told her “I’ve been on hold for about 15 minutes waiting for someone to check on the status of my watch” she simply replied “okay I’ll leave them to it ....” not offering any more information or assistance to me whatsoever. After another 30 mins of being placed on hold I obviously started to get aggravated as I was at work and they were the ones who called me first after all. Finally a third person, another woman, answers the phone once again asking if I need help... I explained to her “I’ve been on hold for 40 minutes... my name is Cody Atwood... I received a call explaining there was an update on the status of my watch... where is my watch?” At this point she just came up with the excuse that they were too busy to have someone check, but she was able to locate my watch within 2 minutes on the phone. I then again brought up to her that I had been referred to as “Corey” multiple times and she also began to speak with me in a completely unprofessional tone. I arrived at Long’s yesterday afternoon to finally pick up my watch. The associate at the front desk, a short blonde/ brown haired girl assisted me and was completely rude and unprofessional from the second I spoke to her. She asked if I had my repair slip and I told her It was in my truck but I could go get it. As I began to walk away she yelled at me asking “WELL... I mean, do you have a photo ID?”I told her “yes I do” she looked at me like I had 5 heads and told me I only needed one or the other to pick up my watch as if I was expected to know their policy.... from the moment we first spoke to the moment she brought out my watch and paid for their services she had an attitude and acted as if she couldn’t have been bothered answering any additional questions I had. I paid a lot of money to have my watch repaired ($1,000), the least I expected was to be treated with respectful customer service but did not receive so from any of the 4 employees I spoke with both in person and on the phone. My mother came along for the ride, and was appalled by the customer service that we had received, and complained to the woman that “we have been loyal customers here for a long time and the customer service we have received has been terrible. It’s really disappointing considering we are spending and have spent a lot of money here” She replied in a snarky manner “okay well I’ll make sure to pass along your complaint to my manager” although I’m sure she did not. My family and I will not be returning to this Long’s...

Long's is the absolute best, top-of-the-line jeweler around - I cannot say enough about how awesome our experience was with them, and Paul Weber was at the pinnacle of it all!!

Paul completely took the anxiety out of the whole experience for us, taking the time to listen and explain everything about diamonds, settings, bands, you name it... so that we could make better informed decisions that we felt great about!! He has such a natural and lighthearted approach - not a tinge of "sales" in him anywhere (which he explained simply doesn't exist at Long's) so that we felt totally at home throughout our entire visit. No matter how indecisive I was going into the experience, or whether I may have continued to second-guess my own selections as the appointment went on, Paul never once made me feel rushed - he just patiently and happily continued to help guide me to the decisions that felt best and certain for me. Even after our visit when I had inevitably come up with yet a few MORE questions... he couldn't have been more welcoming over the phone to alleviate any lingering doubts I had about the choices I'd made, and in fact invited me in to consider the questions that I had in person one more time.

Finally, and this was the most amazing part of the experience... Paul made the impossible happen!! He cut the lead time of my custom-set engagement ring IN HALF so that my fiancée could surprise-propose to me in Florida during a trip we had previously planned to visit his dad (who had just beaten cancer)! This was just an above-and-beyond caring, thoughtful, generous effort made from one stellar human being (Paul) to our family, let alone a shining example of phenomenal customer service by a jeweler! Not only did we have the chance to share this with my fiancée's dad, but I was also completely surprised and taken off-guard about the proposal because of the early timing, and not to mention I could NOT be more ecstatic about how stunning my ring came out... so it was all around the most perfect ending to a fantastic ring-shopping engagement story!

So in conclusion, nothing compares to Long's. We certainly won't be going anywhere else! If you're interested in a 5-star experience while shopping for 5-star jewelry... they are IT. And definitely ask for wonderful Paul Weber to make your whole experience that much...

This is an updated review regarding my latest customer experience with Long's Jewelers of Peabody.

In my previous review I highlighted the spectacular customer service I had received during my last purchasing experience. After this most recent experience, I can confidently say that Long’s will continue to have my business for many more years to come!

I had been wanting a very particular watch for the better part of two years, so on Wednesday 2/19 I thought I'd give Long’s Jewelers of Peabody a call because I was ready to purchase and my last experience with them was absolutely incredible. I spoke with Eric about what I was looking to purchase, he was incredibly friendly, knowledgeable and passionate about the watch and the watch brand itself which added to the excitement of owning it. Before we hung up he assured me that he would do everything he could to facilitate my request and would call me back as soon as he had an update. Within 3 hours not only did I receive a call back from Eric but he had sourced the watch I wanted so badly and had made an appointment for me to pick it up at their Boston location that Saturday. Needless to say I went there first thing Saturday morning and it hasn't left my wrist since!

I just have to say that the staff at Long's really do a fantastic job of ensuring that their customers feel valued and that they walk away with an experience that is second to none. They consistently go above and beyond to find exactly what you are looking for all while following up with a solid line of communication along the way. Eric is a shining example of the knowledge, passion, professionalism and customer service that you can expect from members of the Long’s team. I can honestly say that if you are looking for a particular watch, piece of jewelry, or if you are unsure of what you want and are simply looking to browse around and have a great conversation with knowledgeable staff, Long’s Jewelers is the place to go.

Long’s will continue to have my business long into the future and I can't recommend them enough. Thank you Eric for such a great experience and thank you Long's for hiring such wonderful staff and treating your customers so well, I look forward to my...