Rogers & Hollands Jewelers — Local services in Ashwaubenon

There are only one or two associates in this store who have any kind of customer service skills; expect to be treated like you don't know what you are doing or talking about. Expect to not be listened to and to fight to stay within your budget. Expect for any issue that arise not to be dealt with and to be given the run around consistently.

My fiance purchased a Verragio engagement ring on April 8th, 2017. As it needed to be custom made, it took two months to arrive and he picked it up on June 5,2017. He ordered a 14K white gold ring in a size 6. He proposed July 15th, 2017. The ring was perfect and I was so excited until sometime between December 10th and December 16th the underside of the ring (bridge) scratched my finger and drew blood. I brought it to the store and the associates told me that they couldn't see anything wrong with it but would send it in to Verragio for them to take a look as per the policy. I sent it in January 1st, 2018. I did not get it back until after Valentine's day and it was still scratching and now it was a 1/4 size too big. I was told that it was broken and that it had to be re-cast when it came back. I tried to wear it for a few days and see if I was just being too picky but it was still irritating my finger to the point that I brought it back to the store. They sent it back out where I was told that it would have to go Verragio again and it was gone for close to another month. I stopped into the store every other day/ every third day in order to keep up on what was going on because if I didn't, the store associates would not give me any information. I was told that Verragio was going to recast the ring again; when I asked why they are recasting it again as that didn't solve the problem the first time, it took almost 3 days to get an answer. (The store manager said that the president of Verragio wanted to recast it so as to spend more time polishing the edges that were sharp as he doesn't think they did that the first time.) I requested that the sharp edges be taken care of as well as it being sized to a 6 as the 6 1/4 was too big. It came back mid April and while the bridge was no longer sharp it was still a 1/4 size too big. I also noticed that the ring had been cast in 18k gold which is not what he ordered and it is a lot softer of a gold and I am worried that the sharp edges will come back from wearing the ring the gold wearing away. When I contacted corporate, they continue to consistently give me the run around.

It has now been over 4 and 1/2 months and the ring still doesn't fit me. The company will only offer to size it and void the Verragio warranty or exchange it but only offered me an exchange it after I started complaining. Every time I talk with someone higher up in the company (district manager and vice president of operations) I have been treated disrespectfully and basically told that there I have been given everything I could want and that there is nothing else...

My boyfriend and I were looking at rings and were helped very well but the worker just kept going on about how it’s family owned and just kept talking about himself and how he doesn’t make a commission or anything and then we picked out rings although he kept recommending even more expensive ones when we had a price limit but were very happy with the ones we picked. We then told him that we did not have good credit and told him our credit scores but he still insisted on checking although we had already told him we would most likely only be able to put them on layaway which we were perfectly fine with. He then went to run the credit and then didn’t even come back to us to tell us we could only have them put on layaway and sent another worker over to tell us and didn’t even say anything to us after he found out we could not purchase them today. It was very rude. Then we said we would have to think about it and left and then when we got home we realized he didn’t even give my boyfriend his ID back... he could care less about talking to us or coming back to us at all so much that he forgot about my boyfriends ID. (He also I guess had been working there for a long time he just talked about himself the whole time and was not at all helping us with our special moment and huge step in our relationship it was just all about money and the store. Not about us or our feelings or budget) Then when we went back to the mall again to get the ID.... we actually looked over at Ashcroft & Oak and we were helped immediately and told them about our credit and so he was very kind to just say okay we can put them on layaway for you and made everything so much easier and talked to us more about what we liked and what we wanted and kept within our price limit and was so so helpful. We left there so happy and felt not judged at all and just felt like it was such an amazing and special day of picking rings out to further our relationship and soon be married, it was so special. I will never recommend anyone to go to Rogers & Hollands if you are not rich or have perfect credit it seems as though you are not welcomed or respected whatsoever there, mainly felt that way because of the self centered man working there who only had money...

My name is Marlene Burton. My husband, Mark, and I have been loyal customers of Rogers and Hollands since 1990.

Just recently on May 25, 2019, my husband sadly passed away. During the last 2 months of his life, I went into their store in Green Bay to see what they could do to help me find a chain to fit through a very expensive medal I had purchased for my husband. The medal was important to him as St. Michael the Archangel was special to him during his illness.

One of the employees, Greg, listened to my story and I told him I did not care what it cost, but I needed it to be fixed ASAP so my dying husband could find comfort in wearing it daily.

Instead of suggesting I buy another expensive chain, which I would have been willing to do, Greg sent the medal into their jewelers to make a new opening in the gold so the chain I had already purchased elsewhere would fit. Knowing Mark was very ill, Greg put a rush on it.

Mark's necklace was returned to me in 2 days. When I picked it up, Greg did not charge me even though I insisted. His kindness and compassion touched my heart.

I am so touched that such goodness would exist in employees at such a prominent business. Mark and I have never known anyone at Rogers and Hollands to be anything but kind, yet professional, so showing such compassion during a time when their clients were experiencing such hurt is beyond overwhelming.

So thank you, Greg. You are a prince of a man. Thanks also to you, Mr. King, for doing the actual work on Mark's medal. I would also like to thank Laurie for her kindness during this difficult time.

You are a first class group at Rogers...