Hannoush Jewelers — Local services in Auburn

I had a watch sized at the Auburn Mall last week by a jeweler who goes by "Barry". The two women behind the counter that greeted me when I came in gave me a look like "what are YOU doing in here?" just because I was on my way home from a work training class that was held in the woods and I was wearing jeans and hiking boots. Sorry ladies, I'm sure I make much more money than you do and I know I am a nicer person than either of you. Don't judge a book by its cover when you don't know me from a hole in the wall. Barry, on the other hand, was a very nice man, and so happy to help even though I didn't buy my watch there. I wanted 3 links taken off, as I like a snug fit. But he convinced me to try 2 links. I tried it for a few days, and returned so I could try the 3 links I originally wanted, and because one pin kept falling out. As I was leaving he said he would do anything I wanted and would take care of me if I wasn't happy. Great business acumen. I called after a few days to talk to Barry about this. The woman who answered said "there is no one by the name of Barry who works here." Funny...when I asked him his name to thank him for all he did for me, he said "Barry" When I returned today to ask if I could try the 3 link being removed, the women there helped me, but she said "Barry" was not working even though he said that I could come anytime after noon and he would be there to help. Funny how he actually does exist??!! I was there just before 1pm. They were iffy in wanting to help me but asked that the other jeweler there take out the link for me. He took my watch back and I heard hammering on the tool to remove the pin even though Barry had told me that is not what you want to do on a watch of my type - he even showed me the tool he used. I was cringing as I waited. When I tried it on, I agreed it was snug, but neither snug nor loose are what I want for a fit. When I asked the dark haired woman if I could put the link back in, she said that "this is the time of year when you are most bloated, so try it until the colder whether." I asked if I could come back and put the link in if I wasn't happy, and she said "honestly, we shouldn't have even sized it for you the first time because we don't sell that brand of watches, you know what I mean?" As if I should agree with her rudeness. How quickly my would-be customer experience went from being completely satisfied to "never going there again and never recommending them". Sad, but as they say in business, "the customer is always right, and even if they aren't, you still do everything you can to make them happy". I hope this helps her...

The absolute worst place, if not worse than big box jewelry stores. Martin the store manager is awful. He lies and tries to make up his own rules when a customer complains. I bought an engagement ring for my fiance and within one month she started to loose stones. Within 7 months she lost 7+ stones, which they did replace. It got to the point that she couldn’t even wear it. We asked for a solution for this. We were told that we could only “upgrade” and would have to spend another 3k. The ring was clearly defective and we should have been given different options, but of course that didn’t happen. We brought it to be looked at by other healers and every time they looked at it under the microscope, they told us multiple of the diamonds are hanging over the setting and it was not correct, and was a defect. When we brought it back to Hannoush, Martin was rude and kept trying to say that every jeweler has different opinions. We asked for a full refund, which under the circumstances it is protected by law. He said he would refund the cost of the ring but “can’t” refund the tax. That is completely unacceptable and is fraud. After educating him on the laws and how if he didn’t refund the tax amount also, we would go to small claims. Finally after asking for the service records, he did reluctantly agree that having that many stones replaced is indicative of the ring being defective. He then tried AGAIN to keep OUR tax money but it was quickly realized that the refund amount was short of the tax. We are pretty sure he has done this scheme before and we can only assume he pockets the tax money. He is a liar and gives Hannoush and their jewelry a very bad look. Stay away! And make sure you know your rights. If I could give negative stars, I would. Never again will I buy from them and I will always warn others of this concerning...

Outstanding customer service! I loved my experience here. I came to the Auburn mall to get a watch battery replaced. The watch had been a gift and it was a very nice watch. So I really wasn’t sure how to go about getting the battery replaced. I knew basically every mall had a kiosk for jewelry repair and watch batteries, but as I said it was a nice watch and I was wary of a no name kiosk. As I entered the mall, I first saw one of the National jewelery store chains; so, I stopped in there. I asked if they could replace watch batteries and the person working there, somewhat stiffly, replied: “We send them out.” Then she returned to what she was doing. This was kind of a slap in the face. My first thoughts were, “WHO do you send them to? Will I ever see it again??” Confused and a little put off, I said okay and left the store. I was a little disheartened by the experience and set off to just find the kiosk I originally was looking for. As I was looking for it, I happened upon two more jewelry stores. At random, I walked into Hannoush and asked again if they replace watch batteries. The experience at Hannoush was night and day different. First, they asked if I had the watch with me and if they could see it. Then they proceeded to tell me all about the watch - how it was a Swiss watch and required special tools to maintain the watertight seal. They recommended sending out to their watchmaker to have the battery replaced the right way and the seal pressure tested. It turns out just going to a no name kiosk could have ruined my watch. I was blown away by the level of customer service and professionalism at Hannoush. I appreciated the time they were willing to take to educate me on my specific watch. I would recommend this store to anyone and I will 100% be returning...