Windsor Jewelers — Attraction in Winston-Salem

*Update: Robert Simon called to address my issue, offering a local jeweler's matching price instead of the 70% off on the Gold Chain's appraised value. The original price was 2.5x its appraised value. Their "deal" felt like a lure. Though professional and allowing me to get a full return, I won't be back. Their sales, with prices far above appraisal value, don't seem genuine. Do yourself a favor and compare with local and online prices before buying. __ Disappointed in their 70% sale plus 20%. I bought a 14k Gold Cuban Chain which the original price was $27,200. Before going into there, I checked prices for similar solid 14k gold chains and it was around that price range. All hollow 14k Gold chains I found online were between $9k-16k. I believed the chain I bought was solid. However it was Semi-Solid or hollow. I guess it was my fault for trusting what one would call in the area a "Reputable Jeweler." While they never told me it was solid, I assumed it was because the original price was not in the range of a hollow 14k Gold chain from any of the stores I checked. They didn't weigh it at the store so I had no reason to think it wasn't. Also Windsor is known for high quality, my assumption was that they wouldn't sell hollow chains. It was my fault for assuming.

The 14k Gold Cuban chain was a total of 60 grams which even the hollow chains online cost less and weigh more.

I also got the chain appraised by another Jeweler and without knowing the price I paid, they told me that it was appraised at $9375. I paid a total of $9248 at Windsor. In that other Jeweler's store I was shown a similar chain that had a higher weight for a listed price of $5900.

The staff was friendly, and the chain looks beautiful, but after the appraisal and finding out that it's not solid 14k gold, I feel like I got ripped off. So I decided to go up there and ask for a manager to see if we could come to a resolution. I was polite and cordial and wasn't trying to disrupt any new business for them. I spoke to the managers privately, one older gentleman (can't remember his name), and Ashley the other manager. I told them I think it was a mistake and it was supposed to be a solid 14k gold chain instead of a Semi-Solid Hollow Chain. Ashley proceeded to explain how this manufacturer particularly sets their Price at that level and it was that manufacturer. I asked what manufacturer it was and she couldn't give me a name. Then was told that the value of my appraisal was of an opinion and appraisal opinions vary. They said they would appraise it for around $11000. About $2k more than the other appraisal. If the appraisal price is $11k and you have a 70% off sale, how is paying $9248 a deal? Also I could have bought a heavier 14k solid gold chain for $5900 at a nearby Jeweler. They asked if I liked how the chain looks. Of course I do, I bought it because of how good it looked. I didn't think it was hollow though.

I told them I didn't feel right about the price and I could get it for less. I actually paid around $3000 to $4000 more than what I could have bought it for and yet I was reassured that I got a great deal. I felt like I was lied to by Ashley, but I am not going to be the classless one here. I will take this as a learning lesson. They told me they would appraise it for me on them and they reimbursed me for my other appraisal. I took that deal because I know I signed the dotted line where it said "All Sales Final" "No Returns or Exchanges" and chances of them doing the right thing seemed less and less likely as the conversation went on. They were professional and nice as they always are. Just didn't feel I was done right as a customer.

For context, I bought my wife's wedding band, engagement ring, Diamond Earrings and the gold chain here. My wife and I even recommended my mother in law to buy a diamond here. Thank you for the learning experience. Can't trust people like you used to. In the Picture, you will see the price shown in the appraisal and...

Unfortunately, while the staff here at Windsor Jewelers is overall friendly, I cannot highly recommend them given the consistent errors and miscommunication with them on jewelry orders.

2 years ago, I ordered an engagement ring from them, and they assured it would arrive a few weeks before the date I planned to propose. Two weeks prior to proposing, I had still not heard anything from them and called only for the person helping to check the system and realize there had been an error with the manufacturer and it was delayed, but I had never been contacted about that. Thankfully, they put in a rush order to get the ring in on time. However, it seems if I had not called of my own accord, this would have been missed. The ring ultimately arrived 3 days before my proposal date and when I picked it up, I was extremely disappointed to discover they had completely forgotten to add the hidden halo I requested that my now-wife wanted.

Their first thought to rectify the situation was for me to propose with one of their display rings and then return that ring to get what I originally ordered. This was just UNACCEPTABLE to consider proposing with a ring that would never be hers. I had to call the manager myself for them to then offer having their custom jeweler add the hidden halo over the next day free of charge. They had someone drive the ring to me in Charlotte THE DAY BEFOR PROPOSING. And though it worked out, I had to bring the ring in a couple of months or so later because the stone had already become loose.

To their credit, they offered some compensation on our wedding bands which we did ultimately use. Jerry helped us pick our wedding bands, however his service was ultimately disappointing. When I finally came in to order them, I found out the bands we had looked at didn't even come in my size. Ultimately someone else had to help me find something.

I ordered two wedding bands, and one arrived with excess markings/lines that I had to notice myself and request to be polished off. I later came back in and worked with Jerry because one felt less snug than the other only to find out they had arrived in different sizes despite requesting the same size. Thankfully, he said it would be re-ordered no problem. Almost four weeks later and I still had not heard from Jerry so I had to call again. Jerry called me the next day and revealed that he had forgotten to place the order at all and apologized half-heartedly. I am moving this week and now have to get the ring shipped to the Charlotte location which will still be a longer drive than if this had been done on time.

Ultimately, it seems Windsor is willing to work with you through their mistakes (as long as you take initiative and push on your end), hence one star. However, they appear to make mistakes consistently and not notice unless you call. For this reason, I am overall DISAPPOINTED and cannot recommend...

Windsor Jewelers has, and continues to be, the absolute best jeweler I have ever worked with. They check all of the boxes: excellent selection, superior craftsmanship, knowledgeable staff, incredibly welcoming team... the list goes on and on.

The areas where WJ really stands above their competition are their customer service, commitment to quality, and value.

Every time I've had any kind of issue, even when the piece wasn't bought from them, they've gone above and beyond to make everything a good as new (or even better than new in some cases!). For instance, my wife was gifted an heirloom ring that used to belong to my great grandmother but the setting had been broken decades ago. Their team was able to perfectly recreate the ring (which required a very intricate custom setting) and preserve the original design while even adding durability. The end result is flawless and will continue to be loved by our family as it gets passed down to future generations. We couldn't thank them enough for giving us back such an amazing heirloom to treasure.

Natalie, in particular, might be the most amazing sales specialist and I would highly recommend talking to her, especially if you aren't the most knowledgeable about things like wedding/engagement rings or matching gifts to your significant other's style. She really takes the time to get to know you, understand what your looking for, and then provide you with all of the options you could hope for. It's been an absolute pleasure getting to know her over the last 6 years. She's been a very special piece of the puzzle and shared in many of my big life changes from getting married (resetting a previously purchased engagement ring & helping us select wedding bands) the birth of our children (birth stone matched gifts for my wife) and anniversaries (because you can't go wrong with jewelry on those special occasions!)

All-in-all, you can't go wrong with Windsor Jewelers. I would absolutely recommend them to anyone and I highly encourage you to pay them a visit. Save yourself the time and hassle of shopping around, just start...