The Jewelry Center — Local services in Burlington

Other than being friendly, The Jewelry Center Burlington (1 of 4 locations) blew it on too many customer service issues in a row. Over-priced repairs and vintage jewelry; surcharges; long estimated wait times to diagnose potential wristwatch problems, etc. Recommend calling this retail chain store before travelling, in case there’s no notice of a pre-planned store closing.

Response to Owner Dean Murray: Some of your dates are wrong and your information is inaccurate, incomplete and misconstrues my initial review. Below is what actually transpired between July 18-24.

Friday, July 18, Jacqueline Castro replaced my watch battery and told me the estimated lifespan for the battery was 1-2 years. I paid cash to avoid your $1.00 surcharge and was given a receipt with my name on it. By the time I got home, it was clear the battery did not work.

Monday, July 21, I returned to your store with your July 18 receipt and my watch. When I arrived at your door, I learned you are regularly closed on Sundays and Mondays. There was nothing posted on your door about any other closings that week.

Wednesday, July 23, I returned to your store with your July 18 receipt and my watch. When I arrived at your door, adhered to it was a notice that your store was closed for the day for inventory and all of the windows were covered with paper or a closed shade. Posting a planned store closing on your door would’ve been appreciated and alleviated a 40–50-minute round trip for me. As a store owner you know you cannot and should not assume that your customers would have known about the closing for inventory, or that all customers check your website for closings other than the regularly scheduled ones on Sundays and Mondays.

Thursday, July 24, I returned to your store with your July 18 receipt and my watch. I explained what had transpired beginning on July 18 to Lori Hinz, including how it would’ve been appreciated if you had posted the July 23 closing on your door on or before July 23, as a courtesy to your customers. Lori tried to find my July 18 receipt in your system, but it wasn’t there. I gave Lori the July 18 receipt info plus all of the contact details she requested, which she then entered into your system. Lori told me she tried new batteries from two different manufacturers, but the watch does not keep time, so it’s probably something internal. Lori recommended your off-site watch person to diagnose the problem at no charge but a diagnosis takes about 4 weeks; and repairs typically start at $60. I said no thanks and asked for a receipt for what was just done. I was correctly not charged for switching out new batteries, but receipt states I was charged $0.01 but not taxed. My additional contact details are on this receipt.

After leaving your store, I went directly to a watchmaker down the street for help. Within a few moments, my watch was working and has continued to accurately keep time ever since. There was no wait time, no new repairs were needed, no new parts were necessary and no additional costs...

At first I liked the service i got here. I gave them 5 star. However, it has been 7 weeks now, I still do NOT have my engagement ring. When my Fiancé went in to pick out a replacement engagement ring so he would have something to give me when he Proposed to me at my Engagement party he left with a ring in very poor taste. Nothing close to what I would have picked out plus they had my ring size from what they were designing for me all she would have to have done was bring it up on the computer!! So he left with a size to small and in very poor taste. Not happy with The Jewelry Center at all!!!. First I let Lori know we needed this ring ASAP she should have made it very clear to us DO NOT expect the ring in less than 8 - 9weeks out. We would have taken it to TOBIN Jewelers as they told me they could have it designed and it would have taken 4 weeks at the most. Not 8-9 weeks. Plus taking a look at what designed and what he walked out with two very different styles. Night and day. Had I known he had this engagement party planned maybe I could have gone in told them when he comes in what to show him, however that would have ruined the surprise the whole moment, but you would think the sales person would have taken the time to look at what was submitted compared to what to show him knowing this was going to be a special occasion. Then to get the ring size wrong!!!The sales person knew when he went in he stated our engagement ring has yet to come in, and we ordered it here. so it wasnt as if the sales person had no clue because she did. What she picked out to show him was the bottom of the barrel problely one that had been in their show case for months and that they couldnt sell so they thought he was despereate enough to buy anything. Taking a look at what I had designed for them and what this sales person picked out did not come close to my taste at all.If you are planning to propose in the near future DO NOT buy her engagement ring here. Especially if you have a date in mind to propose best to go elsewhere. Especially if you are designing it. Unless you are planning a good 2 to 3 months later. I would not recommend this jeweler if you are designing your ring especially if you want it in a timely manner. my ring isnt a complicated...

Update: when the management of the Milwaukee branch had stated they would get in contact with me to make my experience better, they cane through. I was very impressed with the level of service above and beyond- which was a far cry from my experience at the local store. Before being contacted, and I.did not expect to be acknowledged for this experience whatsoever- I would never have returned to them for any of my future needs. But in seeing the level of commitment put forth by the Milwaukee location I.indeed am pleased to say I will remain a customer. Thank you for giving my experience a happy ending. Glad to know there is still true customer service that is alive and well.

I don't ordinarily leave reviews. But I left here immensely disappointed. The sales lady working was very nice. Previous to going in, I had contacted the Milwaukee location and they had informed me that the Burlington location was now open. This is much closer to me so I was very happy to hear that. The gentleman in Milwaukee was also quite helpful. However, after speaking with him on the phone and with the woman in the Burlington office and confirming that they do engraving on gold pieces which is apparently something rare these days, I walked in to the Burlington location making a special trip after getting off of work early to arrange this. They were not busy but I believe the owner was the man who was in the afternoon I came to drop off my piece. In talking, he seemed entirely disinterested in my needs and inquiries on scrap gold, as well as repair pieces seeing as it doesn't benefit them too sell these kinds of pieces to the customer rather they would prefer to keep them for themselves. I felt that was very poor customer relations. He walked away from me at that point and I was...