Brentwood Jewelry — Local services in Brentwood

I used Brentwood Jewelry for an appraisal and smaller sizing for a ring in November 2024

TLDR Pro: The price was adjusted upon my expression of dissatisfaction with the service I received. Con: The attitude of everyone but Associate 4, a very young man, was dismissive and condescending. Nobody working in the shop seemed to understand professionalism in the slightest. I’ve detailed my experience below.

Wed Nov 6: Went to the shop. Associate 1 sized and told me it would be ready the following Wednesday.

Wed Nov 13: No word from the shop

Thu Nov 14: No word from the shop

Fri Nov 15: I called the shop to see if it was ready. Associate 2 said she would check on it and call me back. No callback.

Sat Nov 16: I called the shop at 12:46p. Associate 2 said it was not done and that the appraisal person had left town that morning so it would be next week before it was ready. I explained that the job was promised the previous Wednesday. She put me on hold for a few minutes. She came back on and changed her story saying that the ring was done and that I could come collect it before the shop closed at 4 pm.

At the shop, Associate 3 produced the ring which had not been sized down to the size on the claim ticket. Associate 3 asked if I could run some errands and come back later. I explained that it was already days after being promised. I asked to relay my experience to the owner or manager.

I explained the situation to Associate 5 “Manager” who said something like "That sounds about right".

Associate 4 approached me and said they could take care of it while I waited. He finally produced the ring which was sized to the size on the ticket, but the fit was still too big. He declared that I needed a different, smaller size than Associate 1 had recommended when I dropped it off.

He told me to wait some more while he went into the back and asked the jeweler to size it down again to his recommended size.

I waited some more.

Associate 4 finally came back out with the ring which did fit my finger. He adjusted the price lower, and I paid and left.

I went out to my car, but took time to inspect the ring before I drove off. The (3rd) sizing job was messy, bumpy, misshapen, and unprofessional, so I went back in. (see photos and video)

Associate 3 once again met me. I showed him the work and he agreed that it was sub-par. He wrote me a new claim ticket and apologized to me for the trouble. (Note: this is the first apology or sentiment of empathy from any of the employees.)

Associate 5, the “Manager” was showing jewelry to another customer, but I calmly asked to speak with him for a moment. Without looking at me he said “I heard everything you said.” I stated that I wanted the work done properly and that I wanted a call when the work was done. He said “That’s why we don’t like to do rush jobs.” Again without looking at me, he said “It’ll be done Monday.”

Mon Nov 18: I got a call from the shop at 9:46 in the morning saying the ring was done.

Tues Nov 19: I went to the shop and produced my claim ticket to Associate 6. Associate 6 asked me if I’d received a text that it was ready.

I said I’d received a call. She checked in one spot but didn’t find the ring. She checked in another spot but didn’t find the ring. She Typed on the computer for a whi

Associate 5 "Manager” asked if I’d received a call that it was ready. Yes.

Associate 6 went to the back office. Associate 4 came out.

Associate 4 asked me if I’d received notice that the ring was done.

I stated for the third time that I’d received a call the day prior. Associate 6 kept looking around, and finally found the ring and passed it to me.

As I was leaving Associate 4 said “So sorry for the trouble” (only the second sentiment of apology.)

The ring isn’t as snug as I’d like it to be, but I just smiled and nodded and left because I am done.

As I was pulling out of the parking lot I got a text that the ring...

This is the first review I’ve ever left because of the awful service I experienced at Brentwood Jewelry. I debated posting this, but I don’t want anyone else to experience what I did with my engagement ring. A little over a week after getting engaged, I experienced an accident at work that flattened my ring on my finger. I was devastated. I had to get the ring cut off and saw on maps that Brentwood jewelry was nearby, so I went there. Everything started off great. They reassured me, were so friendly, and said they would rush to have the ring finished asap. I was so grateful!

Several days later, I got a call that my ring was ready. Let me start by saying that they never asked for my ring size, so I anticipated this would be a sizing and then they would take some more time to finish it. When I got there, the ring was “finished”…in the wrong size (no idea how they picked that size!). At this point, I didn’t look much at the details but they told me to come back in about an hour and the ring would be resized. When I got back, I looked at the ring and while it now fit, the diamond was crooked and dents were in the band that was now thinner on one side and uneven. It was very sloppily done. I told the lady helping me that it looked crooked and she shook me off and kept telling me it was fine. I went outside to facetime my fiance and get his opinion. He was shocked and agreed I needed to go back inside. I went back in and talked to another lady who worked there. She agreed she saw the dents and assured me it would be fixed. She told me to wait in the store.

I waited about 45 minutes until I was told the ring was done. I went over to the counter and my jaw dropped when I saw my ring prongs that were gold 45 mins ago were now silver (rhodium) instead of gold. I immediately told the lady and she got the man who did the repairs in the back. At this point, the man who presumably owns the jewelry store came over while I was visibly upset, and he agressively told me that “I should be happy because they did me a free favor since the diamond pops more with the rhodium plating.” He was trying to gaslight me for changing my ring without my consent…likely a mistake he was trying to cover for. My fiance got me a gold ring. I don’t care that the jeweler thought rodium looked better or made the diamond stand out. I wanted my ring how it was. I never once could imagine they would change this without asking me…completely unacceptable! After this, I was demeaned by the staff but they took the ring back once again.

After some more waiting, they rudely handed me the ring back (now somewhat gold again), and the dents were even worse! And somehow in that time between, the inscription inside my ring saying “My Love” was taken off. Presumably they quickly polished the inside again and simply forgot. After complaining again when the ring was handed back, I had 3 of the Brentwood Jewelry workers belittle me, specifically one man who raised his voice at me and waved me off, and I didn’t feel safe nor did I trust them to hand back my ring again. At this point I just wanted my diamond out of there and away from their hands.

My fiance and I immediately contacted our ring insurance and sent pictures of the damage on the “finished” ring. The insurance company agreed to fund a whole new ring and just reset the original stones. They told us that due to the damage done by Brentwood Jewelry that the original band was no longer salveagable.

I couldn’t have had a worse experience with Brentwood jewelry. They destroyed my most valued possession and treated me how no customer...

UPDATE!! UPDATE!

I appreciate the store’s response to my initial review, although I must say, I’m disappointed that it came via the internet rather than directly addressing me as a customer. This only highlights the lack of accountability and professionalism I experienced.

To clarify, I offered to pay a deposit of $300, which was not required by the store, to show how serious I was about my purchase. This project was deeply personal, involving my recently departed mother’s jewelry, and I had never undertaken anything so meaningful before.

In the owner's response, he mentioned that I only leave 1-star reviews. This is true, I only leave reviews when the service is so poor that I question the validity of the experience. In the past 5 years, this is only my 5th review, which should reflect the severity of my experience.

The owner’s tactless and rude response only further demonstrates that this jewelry store may try to scam and overcharge customers. The "sourced" necklace was more likely ordered with the chain and bezels included wholesale for $222 (I know because they left the price tag on the necklace), and charged me $600 to set my stones. A $378 markup to insert stones into a bezel is nothing short of a scam.

There is also a possibility that they didn’t switch out my stones but instead sold me a necklace with lab-grown diamonds while keeping my mother's natural diamonds for themselves.

I hope this serves as a warning to potential customers about the unprofessional practices and overcharging that can occur here.

Initial Review:

I recently had the worst experience at Brentwood Jewelry while working on a project to reset my heirloom stones into a necklace. Initially, I was working with Mekayla when Earl approached me and stated he could set the stones for $600, with the assurance that we could discuss next steps if I didn't like it. Naively, I put down a $300 deposit.

After leaving the store, I found multiple listings for the exact same necklace with natural diamonds included for as low as $400. When I informed Earl of this, he began raising his voice at me. I requested a fair price for the work, but he continued shouting, stating that I should have done my research before coming into the store and that it was not his problem.

I asked to speak with someone else, and Earl said the owner was out and no one else was available. When I asked when the owner would return, someone else mentioned Salem should be back within the hour. I asked for a full refund, but Earl refused and continued to shout, insisting I owed him the rest of the balance. I reiterated that I was willing to pay a fair price for the work but felt significantly overcharged.

Despite being told the owner would return within the hour, I waited in the store, but the owner did not come back. Earl approached me again, demanding I leave the store. Ultimately, I paid a total of $450, and later discovered that the chain with the bezels installed was only $222.

To make matters worse, I’m starting to question if Earl swapped out the stones. This was one of the worst experiences I have ever had. I do not recommend this store!...