Kesslers Diamonds - Brookfield — Local services in Brookfield

update:

My husband spoke with Stacey Cheney the store manager. Stacey went above and beyond to correct our last interaction. She was kind and provided us with outstanding customer service ! She is truly a gem and we are very thankful for her making this right. My husband was able to upgrade my ring and make my dreams come true. She was truly apologetic for the service we recieved prior. I will now recommend kesslers again!

My husband and I went into Kessler’s the Brookfield location on our anniversary.(01/15/22) We went in to get my ring sized. My husband surprised me by saying either we were getting it sized or upgraded. An associate greeted us and sent us to the service counter. We then waited 10 minutes to be helped. We told them what our plans were and then waited again for another 10 minutes for an associate to help us with an upgrade. Clearly we interrupted the sales associate’s personal conversation and they seemed annoyed that they had to help us when we told them we were talking about an upgrade. My ring came from Kessler’s and we have never had service like this before. The associate then seemed irritated and got my husband’s information. She came back to explain that my ring valued at almost $6000.00 would only have a trade in of $1000.00. We were completely confused and didn’t understand. We have upgraded my ring once before and that was lower than we got for the trade in last time which made no sense. The associate offered no explanation and her entire demeanor was very rude and offsetting. We decided to just have my ring sized and we would figure this out with someone else later. The associate at the counter, we believe her name was Stefanie was very nice and handled my sizing. My husband then called the Brookfield location to talk with a manager to try and understand the problem with the upgrade. The first time he called, whomever answered said the manager was helping someone else and she would call us back. The person then hung up on husband without even taking his phone number. My husband then sent a message through the website asking for a manager to call him. The manager eventually called back around 5:55. My husband missed the call he was at work. The manger left a message saying the phones would be shut off at 6:00 pm. He did try calling back before 6:00 and there was no answer and the manager has not attempted to call again. This has been horrible customer service and we expected better. We have never been treated so rude and unprofessional. We are now awaiting my sizing to be complete and hope we can go in and get it without another negative interaction. Kessler’s has lost us as costumers. Little do they realize my husband was so excited about upgrading my ring on our anniversary that he was ready spend to spend a good amount. We will now look for another jeweler that actually values...

I purchased a ring wrap at Kesslers for my solitaire engagement ring. I wanted to make sure it would be adjusted to fit properly (there was space between the center diamond on my solitaire and the side diamonds on the wrap). The salesperson (Lisa, I believe) assured me it would not be a problem - all I had to do was take the ring in 2 weeks before the wedding day. She wrote instructions as to what I wanted done, which I assumed she passed on to the shop and would follow through on to make sure were done properly.

Lucky for me, I was in the area a month before the wedding and took the ring in early. If I hadn't, I would not have had a ring (at least not one I would want to wear in public) on my wedding day. The Kesslers shop botched the soldering TWICE, and I finally got a properly soldered ring after about 3 weeks.

When I asked why anyone would put the rings together as they had, the manager said they didn't have any specific instructions so they just "put the two rings together". I asked her if she'd wear the ring that way for the rest of her life. She said no. I guess nobody noticed how AWFUL it looked or just didn't care.

After finally getting in touch with management, they fixed the ring properly the third time. And what did I get in return for my troubles? Nothing. They told me I was lucky they "gave" me "over $200 worth of custom work" at no charge. Had someone told me this required custom work which would take extra money and extra time, I would not have had a problem with it. Just the ignorance and lack of concern for my ring bothered me.

I like the ring, and am confident their jewelry is quality. Just beware about the service. If they make a mistake, don't expect to get a discount or anything. I will not be returning here, ever. I hear a lot of advertising about Kesslers, and I just thought people should know about my experience.

One more thing they did regarding customer service: They sent a thank you card for the wrap purchase, which my husband and I purchased together, and I paid for (joint account, but I had made the purchase for it in the store). The thank you was to my husband only. I found that a little offensive...

In my opinion, you should not use this jeweler and they should not be trusted with your business. Their diamonds are much higher priced than the competition. I trusted this company with the creation of my fiancé’s engagement ring. We went to Kesslers as they appeared to be a reputable establishment with high ratings on all the major wedding sites. One of their associates was able to help us pick out a diamond and we decided on a custom ring design. We received the first CAD design of our custom ring and it was not like we had described and it took many more iterations before we finally got the design we wanted. They said there would be no limit to the number of customizations we could make to the design for free but then after 4 or 5 they said they would start to charge us. Management had to step in to resolve this issue and we were not charged. We ignored warning signs like the sales associate failing to measure my fiancés finger for her ring size at our initial meeting. Finally, the ring was made, delivered and payment was made. We find out months later, while shopping for our wedding bands no less, the diamond that we thought we had was not actually what was in the ring and I had not received the proper paperwork from Kesslers. When I came back to the store, there were no notes in my file about the diamond we had selected and we hadn’t received all the paperwork we were supposed to on sale of the ring. They declined giving me a refund due to being past the full refund time period despite not providing all the necessary paperwork upon payment claiming computer error. I was so embarrassed that I traded in my stone for a different diamond and worked to resolve this issue outside of Kesslers. I would hate to have the same thing happen to someone else that has happened to me. According to other jewelers outside of their service area, this company’s standards are not up to par. Go somewhere else for your...