Luxe Jewellery — Local services in Burlington

Hands down, one of the worst customer service experiences I’ve ever encountered.

I visited to have a small diamond added to a rather uniquely shaped ring. Within less than 10 seconds of looking at it, both sales staff told me “it can’t be done.” After what felt like pulling teeth, and tactfully rephrasing my request a couple times, I was eventually told that it would “probably be too expensive” and that I “might as well buy a new ring for a couple hundred dollars more.” Without discussing any actual dollar amounts, or even inquiring about my budget, I thought this was a pretty presumptuous statement to make — Too expensive? For whom though?

I would think that when a customer inquires about something, especially from a store that claims to specialize in custom designs, they would simply just lay out all the possible options to get that something done. I didn’t expect the conversation to become about something being too expensive, or whether it was worth doing or not. Plenty of condescending attitude and awkward energy later, the sales staff agreed to have their goldsmith look at the ring and told me “we’ll call you,” and “oh yea, I’ll be keeping your ring by the way.” There was no mention of when to expect a call etc. It all just felt super rushed and as though the sales staff had been inconvenienced by the whole exchange .

A couple days later I heard back and was told (verbatim), “So our goldsmith says it CAN be done, but he doesn’t want to do it because it’s too labour intensive.” No apology, no alternatives, no customer service. They then told me I’d get a call on Monday so I could pick up my ring, which didn’t happen till Wednesday evening - but why would I expect anything different at this point?

I honestly don’t care that something wasn’t possible to have done (which it was possible, if we’re splitting hairs here). But the whole experience from start to finish was just super sloppy, especially for a store that boasts about its customer service and custom design; zero stars for both categories in my experience (I can’t choose a zero on here, so I’ll have to leave one).

updated after owner's response: Thank you for your quick reply. I am sorry this review Is being read as a “false narrative.” This was just my personal experience and perspective – yes, from my point of view. I don’t care to go over all the differences in your perspective of the exchange vs. my own, but I will say that the “rough quote” I received from you came after persistently pushing for one.

In your response you’ve just double-downed on many of the assumptions I had issue with to begin with. (“even for a jeweller, we wouldn’t pay that price so why would a client?” – maybe because that might be exactly what they want). (“75% chance you might not love it when it’s finished” – not sure where this very random stat is being pulled from).

I feel a bit silly even responding, and I’m not one to leave Google reviews. I believe I have done so for just one other business, for which I found an experience exceptionally positive; this one was unfortunately exceptionally negative. I know it might be hard to digest with your stellar 4.9 star rating (one of the reasons I chose to make an inquiry at your store to begin with), but I was hoping my experience might spark a teachable/growth mindset conversation around customer service. Instead of listening, and considering how the situation may have been experienced by someone else, you’ve just double-downed on my initial feedback and dealt with it by telling the customer they’ve “made up their own false...

I can't say enough good things about my experience with Luxe Jewellery. For a quick glance review/summary, I'll say that they provide tremendous customer service from start-to-finish, they genuinely care, produced a stunning engagement ring, and on top of that they have competitive market prices. Please do not hesitate to visit their store. For such a monumental purchase, I guarantee you will not regret working alongside their staff!

Now if you're interested in a longer review, then keep reading :) Luxe deserves to have all possible positivity shared. Starting at the beginning, as someone who does a lot of research for purchases, I felt confident to visit the store. When we went to our scheduled appointment, Alexis was absolutely amazing. She had the perfect amount of knowledge, outgoingness, attentiveness, and working well with your wants on the fly. Side note, my now fiancée and I went together. A personal choice that I was extremely happy about. Luxe has a great selection of magnetic bands and diamonds. That way you are able to try on multiple band & diamond combinations. This is what ultimately sold her over, she tried a combination she never thought she'd like until it was on her finger :)

I highly recommend booking a consultation, regardless of going with your partner or not, seeing it in person and consulting with Alexis or Sonali will put you at ease (especially since the whole process can be overwhelming at first). They have no agenda about upselling and will work with your budget. They educated me on how each diamond cut can afford some forgiveness in either clarity/colour type, depending on the carat size. Through their help, choosing the 4 C's combination was a breeze and was made with confidence.

Now for the ring! The craftsmanship of the ring is just breathtaking, you can see for yourself in the photos. The attention to detail is impeccable, and the quality is beyond what I expected. My fiancée absolutely loves it, and we’ve received so many compliments already!

The whole experience felt personal, not just transactional, and I really appreciated how they made sure I was happy every step...

I had such an amazing experience with Luxe jewellery while looking for an engagement ring!

Prior to going to Luxe, I had spoken to two different jewellers and was getting discouraged by the process as it was like pulling teeth to get any information. This was not the case at Luxe whose service was infinitely better. I can’t even say it was like comparing apples to oranges, it was more like comparing apples to bread crumbs.

Sonali the manager was incredible! She answered my many emails and all of my questions quickly and in a very detailed manner that went above and beyond my expectations. She helped me find a beautiful diamond that was right for me and provided a great amount of detail about different options/pricing. She was also able to use information that I provided to make a custom ring design that ended up perfect (after describing what I wanted, she was able to send a digital rendering of the design to confirm that it was what I wanted before it was made). Amazingly, with all this great service I was also able to get the diamond ring at a better price than I would have gotten it online from the bigger retailers, and there’s no way I would have had my questions answered as well as I did with Sonali.

Most importantly my fiancée loves her new ring! Overall I am so impressed with my experience with Luxe and would definitely recommend them to anyone looking for an engagement...