Jared Jewelers — Local services in Centreville

Buyers beware! Consider another location or another jeweler, but stay aware from the Jared Fair Lakes location. You will not get what you pay for! They can complete an initial sale, but good luck if an item of jewelry or timepiece ever needs service after your initial transaction. The store’s manager, Mona, does not care about your business! My issue: The battery in my wristwatch died during the pandemic. That watch had been purchased from the Fair Lakes Jared. In the past, we learned that Jared is not capable of replacing the battery. They must send it out, resulting in a several weeks delay in having the piece returned- in a normal, non-pandemic world. (1) I called Jared on 6/29/20. I spoke to a female sales associate who did not know if the watch manufacturer was accepting repairs yet. She said that she had to check and would call me back. She did not call me back. (2) I called Jared again on 7/6/20. I spoke to a male sales associate who told me that the watch’s manufacturer was not yet taking repairs. Turns out this was incorrect information on the part of Jared, as I called the manufacturer myself and arranged to have the watch shipped and repaired. (I learned from Mona that the “real” policy was that Jared was not accepting owned pieces back into the store for repairs because of the threat of a virus lingering on a piece of jewelry. That’s another level of stupidity for another write-up. But it demonstrated that TWO of her sales associates did not know or intentionally misdirected me about the store’s service policy after their re-opening.) In order to ship the watch to the manufacturer, I need a copy of the original sales record. This had not been needed when the service was handled through the store. (3) I called Jared again on 7/11/20. The sales associate easily located the sales record. She offered to print it out for me to pick up. Our state is still on a “safer at home order”, so I asked if the receipt could instead be faxed or e-mailed to me. The sales associate told me that was not possible, so I asked to speak to the manager. I was connected to Mona who identified herself as the manager. I began with a cooperative attitude and asked Mona if we could look for a way to transmit the receipt to me that did not require me to physically go to the store. Mona refused and said the store (a) cannot send an e-mail with an attachment, (b) cannot send a fax, and (c) has unreliable, intermittent postal pick-up. She had absolutely no solutions other than my getting in my car and driving to the store to retrieve one sheet of paper. (Am I the first customer ever to need a record from a jewelry store that we have used for 19 years? Has every other customer also had to drive to pick up a receipt in person? What if someone needed proof of purchase but they had moved out of state?) It would have been so simple for Mona to say, “We have been having some problems with the post office picking up regularly, so I will place the receipt in an envelope and drop it in {some other] mailbox for you.” Or, “I will call the post office to ensure we have a pick-up scheduled.” Or if she would have taken the initiative to figure out how to e-mail an attachment. A texted cell phone photo? I can think of a dozen different ways to have accomplished this to serve me, the customer, and preserve the client/retail relationship. Nope, Mona won’t do it! This saga continues, but Google reviews won't let me share the rest. This was the level of "service" for a $20 watch battery people! Surely you wouldn’t want hassles of this magnitude- or greater- for a $6,000 engagement ring! Run to find...

First let me say that I've shopped at Jared for decades but most recently for this holiday season spending thousands.

Normally I visit other stores however my daughter bought me a birthday gift that didn't fit and needed to be exchanged. This was the closest store to our shopping route. Upon entering the store a woman began to help my daughter and I noticed her tone was less than customer service worthy. My daughter stated she needed to exchange the gift and explained why.

I continued to look for what I was going to purchase to exchange the gift for. This woman could not "fine" the order even though my daughter gave her the exactly order number and even handed the woman her cell phone with the order email opened so that she could see the order number for herself.

I return to the convention to notice that this woman had to go get a manager to help her because she didn't know how to find the order. Never once did either of them apologize for the inconvenience or the condescending tone of the sales woman. In fact the manager looked at my daughter and explained she needed to give them the her name to look it up when my daughter did many times and had handed the phone to the saleswoman when she first had trouble looking it up.

Next she takes the item and says "oh it's only $xxx.xx. hum...$xxx.xx will be returned to your card. You'll get an email. There isn't anything else you need to do" and dismissed us.

By this time I'm already becoming concerned because she already stated she didn't know how to do a proper order look up and I believe a return may also be out of her capabilites. I asked the woman when the email would arrive and explained that I wanted to make sure the return happened before we left.

Arrogantly she stated "I can print you a receipt." When I said "yes please" she stated loudly "of course you would, of course YOU would WANT one" and walked away. When she returned she asked my daughter to sign a copy and handed me one. Nothing in this receipt stated the return or return amount. I wanted to ensure my daughter got her money back so I asked for the total of the returne again so that i could write it down.

The woman walked away in a huf and returned with the manager who stated she can not tell me the total but kindly ensured me the email will have it listed.

I explained my experience to the manager with the woman right there. The woman interrupted and began to say that the events I explained didn't happen. I simply informed the manager that I was aware of the recording devices around the store and strongly recommended that she watch/listen to them. I didn't want to continue being called a lier or being berated by this woman nor did i want to further listen to her desperate attempt to explain her actions to her manager.

I did advertise the manager that this sales woman and the other sales woman watching this exchange were not assets to the store or the Jared corporation in any way.

The saleswoman sitting closely watching this entire exchange is equally as incompetent as the first saleswoman. She could have stepped in and offered to help us when she saw her co worker being offensive. She did nothing but look out the window.

This store not only provides horrible service and a "better than you" attitude but I left feeling as though I was being racially stereotyped because of my skin color and because I was wearing comfortable shopping clothes and not office wear.

Not only will I NEVER shop at this Jared, I will never return to any Jared and I will be returning all my jewelery gifts purchased from this company.

Do better Jared....

This review is for this particular Jared's, not the company as a whole. My husband bought me a gorgeous, rather expensive diamond ring from a Jared's in another state a few years ago. Fortunately we were wise and purchased the insurance policy that covers damage to the ring or lost diamonds as long as you bring it in every 6 months for a check. The first few years of owning my ring I had no issues, but after having it serviced at a store in Hawaii, it was never the same. The actual shank broke on this ring no less than 7 times. When we moved to the DC area, I started taking the ring to the FAIRFAX location for the annual inspections. If the ring wasn't broken when I took it for inspection, it was at the very least severely mis-shaped in the band. One of the managers told me it was because it was platinum and bent more easily. After tiring of only being able to wear this ring about 3 months a year because of it's constant need of repairs, I was fortunate enough to have Joe the manager at this store get involved. We came to a conclusion about how the ring should be repaired once and for all, but the company wanted me to pay for it. I didn't feel this was my responsibility, and he fought for me numerous times. Totally went out of his way to make this right. He was sympathetic, kind, and so very professional. I finally picked my ring up today after 6 months of it being repaired, and let me just say, it was worth the wait! It is absolutely gorgeous, and I am very confident that I won't be having the same issues. If not for Joe, I'm sure I wouldn't be wearing this ring again unless I paid a significant amount of money. He is a superior manager, and because of him, I will continue to make all my jewelry purchases...