Rogers & Hollands Jewelers — Local services in Champaign

My husband originally bought my ring from the Terre Haute store, and we never had any problems with them. My Kelly engagement ring has had to be sent in 3 different times now to get loose diamonds fixed. The first time the diamond was sideways in the prongs (and the Champaign store didn’t see it and sent me away saying nothing was wrong), and the second time, it was loose and needed the prongs tightened. Today, took my ring in just to get cleaned and was informed that the center stone was loose and it needed sent off to get fixed. Due to having lifetime warranty, getting it fixed is not the problem. The problem is when a consultant in the store tells me that it’s “not the ring that’s the problem”, and insinuates that it’s my fault my ring continues to need fixed. A different consultant was willing to help my husband and I look at different rings with the possibility of trading mine in for one with less small diamonds, which we were thankful for. She even offered to contact home office tomorrow to see about doing an exchange or possibly upgrade. I was so upset and angry with the other consultant after what she said that I considered going to a different store in the mall to find a new ring. COMPLETELY unprofessional and rude to tell a customer that it’s their fault their ring keeps...

I wish I could give Rogers & Hollands and Jules more than 5 stars. From start to finish, we could not have asked for a better experience. We looked at 3 of the 4 jewelry stores at Market Place Mall before we found the ring we wanted with the customer service you expect in store when buying something so personal. After my wedding rings were damaged, my husband and I started looking for the prefect ring. We both knew what we were looking for and found 2 that fit perfectly. Price wise, they were the same. But Jules was just wonderful. She greeted us immediately, found out what we were looking for, showed us a lot of options, including what was online, explained in detail their warranty and replace policy (which is by far the absolute best I have ever heard of) gave us privacy to discuss without us asking. She read the entire interaction perfectly. She was very friendly, heard me say something to my husband about the movie we were going to, and cleaned the ring and rang us up quickly so we were not late. Hands down the best experience we have ever had in a jewelry store. Thank you, Jules, for helping me find the perfect ring!! If you need any jewelry, watch, etc...Rogers & Hollands people, you...

I went in and requested my ring be resized at the end of September 9/29/24. A little over a week passed without any call, as they instructed i would receive upon dropping it off. I called after work only to find out that my ring had a sticky note stating it was needing sent off to the master jeweler. No communication at all to send it off. It was sitting there for days without anyone doing anything or communicating that work was still needed. Fast forward to today 10/27/24. I have received no updates other than when I call. Still no ring. Also the first time they sized and placed my bands together, it was off center. I’m extremely frustrated and unhappy with their service on such a delicate item of mine. I can’t help but feel like something is being done to my ring as when I bought my enhancement band, they were very pushy to buy my ring and replace it.

Now to wait for them to open so I can call and be shuffled around as they act as though they don’t have my info in the system.

Ring purchased from zales around $2500 Enhancer purchased from Roger’s and holland for $1500. Estimated total is $4000.

Sitting who knows where with the response is it’s...