Larson Jewelers — Attraction in Signal Hill

SCAM ALERT!!! DO NOT TRUST THEIR WARRANTY OR THEIR RINGS! THEY RAISE THE WARRANTY PRICES ON YOU HOW THEY SEE FIT AND THE RINGS ARE OF POOR QUALITY!!! I WENT THROUGH 2 IN LESS THAN 2 YEARS OF MARRIAGE! I purchased a gold ring with wood inlay through Larson Jewelers for my wedding band. After having it break within 2 months I was very disappointed. However, after a long and difficult process of dealing with their slow to respond customer service. I was able to receive a new ring at the cost of 40$ for a warranty replacement fee. Not even a year later, MY 2ND RING BROKE! This was very upsetting and truly shows the poor quality of their rings. I contacted customer service and again experienced the very poor responsiveness. This time I filled out a form that showed I would only need to be charged a 5$ warranty replacement fee. On July 9th I was informed that I would need to send in an additional 40$ fee and they would ship out the ring when ready. I did not pay the 40$ as I was waiting for the ring to be ready first. Then on September 24th when reaching out again as I had not heard anything, I was informed it was now going to be an additional 75$ fee, "because my ring was 14k" gold. However they knew this about the ring on July 9th, and when I ordered the first replacement. I was then explained that the 75$ fee was normal and I was merely charged a 40$ fee because they were being nice to me. Excuse me for not believing that... When I asked why their website directly states that Thorsten rings come with "no fee" lifetime warranty", I was told that it costs them money and that the price of gold going up affects the price of the ring. I never understood how the increase in the price of gold affects my warranty. One, I am returning the ring that contains the same amount of gold that I will be receiving, thus there is no net change in the weight of gold exchanged. Two, a lifetime warranty is just that, lifetime and whatever happens to the price of anything has no further affect on my warranty. I was also informed that because my ring was the "precious metals line" by Thorsten that it was 75$ instead of 40$ and it was the manufacture's policy to charge more for the "precious metals line". So I went to the manufacture's website and found directly where it stated they charge a 40$ warranty for gold rings. I asked Larson what the difference between their "precious metals line" and a gold ring. They offered no explanation. So again I tried to find the reason behind this additional fee, they showed me on the manufacture's website where it states "jeweler may charge additional fees", which is reasonable and I understood, but they also stated previously to me in an email that "Larson is not responsible for disclosing all additional fees of the manufacturer." So again I being told two different answers by Larson, both that it is the their fee and it is the manufactures fee, I was given no explanation for this either. At this point I asked them to waive the additional 75$ fee this time and just charge the original 40$ fee or I was going to take this case to the Better Business Bureau. They challenged me to go ahead as they have provided all documentation proving their case. I asked again for the documentation they are talking about, because one of the main things I have been asking about all along. Please do not trust this company to fulfill their lifetime warranties. They will raise the prices on the warranty as they see fit and quote documentation that does not exist and they do not provide. Also their rings are clearly of a poor quality as I have gone through 2 in less...

You know when sometimes there's one or two things that go wrong when you shop online? This company made sure ALL the things were wrong. Their website was misleading about pricing for diamond vs Zirconia. After contacting them, they explained and modified the site. Their return policy clearly states that there might be a 20% restocking fee for some of their rings if you return them. Since it doesn't say which rings, I thought it'd be a good idea to ask before purchasing. I had an online conversation with Tom, a customer representative, to whom I gave the specific item numbers for the rings I was planning to buy. I explained my plan to buy 2 rings and return one since it was hard to make a decision based on pictures from their website. I asked if those specific rings were subject to the restocking fee in their policy. He said no. A few days later I am contacted by Joseph, they haven't started working on my rings (Tom said the lead time would be 5 business days, this is exactly 5 business days after) and he wants to make sure I'm okay with the restocking fee. I tell him I'm not okay, that's not what I was told. After a little back and forth he says he will ask his manager and call me back. About 30 min later I get an email that said, I swear, this:

Hi, Below you will find the information in regards to your restocking fees, if you were to return any of your items. We have contacted you in regards to educating you about our restocking fees, as a courtesy. (Then they pasted their return policy)

Wow, they were so nice to contact me to EDUCATE me on their restocking fees, as a courtesy. This is basically a "We don't care about what you think, what our customer service initially said, we are not going to honor our word so do whatever you want" I'm an idiot. I still called them and chose one of the rings. This should have been a warning.

I got the ring 8 days later. I kid you not, it looked like somebody had stepped on it by accident and dragged it across the pavement. It was scratched like it had been worn for 15 years (just like my mom's). Look at the picture. After contacting them once again, Joseph said gold doesn't scratch like that and that their rings are thoroughly inspected by 3 representatives before they ship (lol). He told me to send it back to have it repolished and that it would be a few more business days. I would have to pay for shipping of course. I also asked about my refund for the ring I didn't buy and he said 2 to 3 business days (this is 8 days after I initially requested it).

It's Monday Jan 30. I haven't received my refund for the ring I didn't buy. I did not send the ring back but took it to a local jeweler to have it fixed. Its a pretty ring now.

TLDR: This company promises and doesn't keep its word. Their customer service representatives are not very knowledgeable, some of them are rude educators (looking at you Joanna). I don't know if it was an insult, a slip through an otherwise tight quality control process (3 representatives check rings before they ship, lol) or just their regular way to do business but my ring was a joke, covered in scratches. They hold on to your money forever,...

EDIT A way you might earn my trust as a returning customer in the future is to give me the remaining $40 of my refund. There should be no reason to keep my money for a ring and service I did not receive. I emailed your company about it several days ago with no response to date. I am surprised your team replied to my review so quickly, but it may be just for the public’s eye. If you honestly care about your customers, or my issue, that would have been the first step to making things right.

I never write reviews, but this company has irked me so bad that here it is: If I could give zero stars I would! I ordered a ring for my husband for our wedding. It was spontaneous, so I paid the extra $15 for express shipping and I wanted it to be personal, so I also added the $25 for engraving. The ring came early about a day or two when I wasn’t home because I wasn’t expecting any packages. A few days past and I’m getting nervous cause the wedding was the day after. I found out it was delivered but more likely stolen. They never asked for a signature but just left it at the front door! I reached out to them telling them I don’t want another and just needed a refund because I ended up buying a new one somewhere else. (Stressful having to do that on your big day!) It’s been about a MONTH of back and forth via email. Last week they expressed shipped a new ring.. I specifically asked for a FULL refund not a replacement! After I sent the ring back they gave me a refund, but over $40 was missing out of it for “express shipping and engraving”! What?? For a ring and service I did not receive?! Ridiculous, and I feel like they’re only concerned with the money not the customer’s happiness. Beware and stay away if you could!

P.s. Not their fault, but Fedex just threw the package at my doorstep for the replacement ring. No ring, no knock, no signature, nothing! No wonder the first package went missing. If you don’t heed the warning and decide to go through this scam of a company I would request the...