Jensen Jewelers — Local services in Bozeman

Our Jensen’s Experience:

We purchased my wife’s ring 18 years ago. We purchased it at Jensen Jewelers in Idaho Falls Idaho, it was beautiful and she was thrilled. We’ve traveled across the Pacific Northwest for work over the last 15 years and about 5 years ago decided to settle down in Bozeman near my parents and let the kids grow up loving the outdoors as we do. My wife took her ring to Jensen’s to be serviced and when we got it back there was black buildup under several of the diamonds. She returned the ring and they explained what it was and said they could fix it so they took it back. When we received it back it looked better but not great, shortly after 3 of the diamonds became loose and started to spin when bumped. We took the ring back in to have it serviced and plated. 3 Weeks later when we went to pick it up the entire top of the ring had been ground down flat. Where there was once grooves and beautiful designs it was flat. When we asked the clerk Eric he stated that there was no way to show that they did that. We showed him the photo of it before and he stated he still couldn’t be certain that is something that they did. We were told by Eric on this visit the previous jeweler was no longer with them because he did terrible work and the new jeweler would be better, he’s from California and knows his Jewelry. Eric promised he would take care of it. He said they would even send it out to be taken care of and fixed with a laser to recreate what was lost in the designs. Upon further inspection on the ring there was so much buildup under the diamonds that we asked for them to clean it again as well when they repaired it. They took it to and called us a couple week later to come in. When we arrived the diamonds were set uneven. Several sitting much lower than the others. When we showed Eric he agreed and said they must have scraped too much when they were cleaning it. They took it back to clean again. When we went to pick up the ring today it was dirty, had not been polished, the stones were still uneven and they argued with us when we tried to show them. The staff were so extremely rude. We told them we were unhappy so they gave us a discount on the ring but said there was nothing more they could do that it was done right. We took it to a local jeweler and were given this explanation: I’m so sorry, they have destroyed this ring, there is nothing we can do to fix it, you can see the diamond settings are uneven there is buildup under the stones, the band is bent the ring is beyond repair. They also said 2 of the diamonds in the set are completely different than they others and they appear to have been swapped with a lower grade. This jeweler would not recommend wearing it for fear the diamonds are going to come out. My wife’s wedding ring was destroyed by Jensen Jewelers here in Bozeman Montana. A ring I saved every cent I had to purchase 18 years ago and when I ask them to make it right they were dismissive and argumentative and told us we could not prove they caused the damage. Please do not buy from this shop, please go somewhere that will back their work and take pride in what they do. I feel so bad for my wife and anyone else they have taken advantage of, we work so hard for what we have and it's terrible how we...

Truly the worst experience I’ve had at any jewelry store, ever. I’m actually bewildered at how bad the service was. I bought my first piece from Jensens in May, which was a fire topaz ring that was perfect but just needed sizing. After a few weeks, they called to let me know that the stone had been fire-damaged in the resizing process, and lost all of its color (went from vibrant pink to cloudy white). That should have been my first clue, as I’ve had dozens of rings resized by other jewelers and never once had that happen. I was disappointed but they assured me they would find a new stone and get it squared away. Weeks and weeks went by, and I got the call my ring was finally ready to pick up. When I went to the store, I was given the ring back (no box, no presentation mind you) only to discover that the diamond halo around the topaz stone was completely wrecked; diamonds missing and the setting bent. I truly couldn’t believe I was given the ring back in this state. When I showed the associates how damaged it was again, they were in shock that their goldsmith had even sent it back in this state. They assured me they would fix the broken setting and missing diamonds and it would be a rush repair (so now this is repair #3). This was in mid June. After hearing nothing for a month, I called the store in mid July to ask about the status, when the associate said it was “on its way back” to them and I’d get called soon. That never happened, so I had to call again this week (August) and was told that the ring didn’t even exist, because they were trying to source a new fire topaz stone. This absolutely confused me, because the last repair the stone wasn’t even the issue, it was the damaged and bent setting of the ring. So I truly have no idea exactly what went so horribly wrong in what should have been a simple resizing, but I can’t believe how bad each interaction with this store was. I ultimately was given a refund, since the ring literally doesn’t even exist anymore (no stone). I unfortunately had bought two other pieces in the meantime (truly wish I had not) when I thought I could trust their quality, and even with purchasing those pieces I was never once offered a ring box or any sort of packaging/bag, which I thought was so odd as well. The associates are unprofessional and chaotic, they always seem either confused or flustered. The communication is abysmal, and the costumer service is just as bad. Sharing my experience so others don’t risk having their...

I wish we could have experienced the great customer service these other reviews claim. We ordered a piece of jewelry as a gift, paid for it in full, and that same night found the same piece with the same options for a much lower price, even customized. We called promptly in the morning and asked to cancel our order, since we were told it would take 4-6 weeks to arrive anyway, and were told since it was "custom" (a mother's pendant in which you can choose from 3 birthstones, which is the nature of the piece anyway), that we could not cancel the order. We tried to be reasonable and asked them to price match the competition's price, to which we were told "we were given too much of a deal anyway." By the time it took this piece to arrive, we had already received, returned and been refunded the EXACT SAME piece of jewelry from the competitor. We called to check if the order had arrived, and they told us it was there. Went in to pick it up, and the associate handed my husband only the chain.... He asked where the pendant was, to which she had no clue. She checked her system and told us it had not yet arrived and asked if we wanted to keep the chain there until the rest of the order arrived. Frustrated, I told her that the chain isn't the important part of this sentimental gift. Two days later, we were called again when the order arrived and returned to retrieve it. The same associate handed the necklace to me in a mesh bag. I politely asked for a gift box, and was told that they were "out of boxes" (a week before Christmas). I was tempted to ask if they were giving customers $6000 engagement rings in little baggies, but instead went down the hall to another competitor and asked to purchase a gift box from them, to which I wasn't charged for. Too bad for Jensen that this gift will be in a box with a different jewelry store's...