E.M. Smith Family Jewelers — Local services in Chillicothe

I received a check from E.M. Smith for the cost of the repairs to my watch and they were very apologetic. Great customer service, it's very rare to see a company that works to resolve a customer complaint in such a prompt manner!

*UPDATE I called EM Smith this morning to let them know their repair staff voided the warranty when they put the battery back in and spoke to Taylor, who was VERY apologetic, and offered to pay the repair bill. I was stunned! I was sure my complaint would be completely disregarded based on the form they had me sign prior to looking at the watch. I'll update this again to a 5 after I get the reimbursement for the repair, but I'm very surprised by the level of service I received.

While I realize I could just remove this negative review rather than updating it, I think it's important for people to know that if they let E.M. Smith know there's been a problem, they will take care of it. THANK YOU TAYLOR! *

I purchased a Citizens Eco-Drive watch from E.M. Smith in 2014 and took it in a few weeks ago because it wasn't working- I assumed it was a battery issue and took it in to have the battery replaced. Before they would even touch it, they had me sign something saying they weren't responsible for any damage they caused while replacing the battery. I said it was a ridiculous form, but since I didn't feel I had a choice, I signed it. They took the battery out, then realized it was an Eco-Drive and said it was still under warranty, put the battery back in, and said I had to send it to Citizens for repairs. I sent it in, and today I got an invoice from Citizens saying in order to get the watch back, I have to pay $72.45 in repair costs because the warranty was voided due to "ENERGY CELL MISALIGNED,SHORTED NEED REPLACE AND FLAT CASE BACK GASKET.". Obviously this responsibility falls on me, because I assumed the store I bought the watch from could replace a battery, and I signed their stupid form, but I just want to make everyone aware of their business...

I cannot say enough how great of an experience we had with E.M. Smith Family Jewelers. From the moment we walked in we were genuinely cared for not as customers, but as a couple. My fiancé and I went to a few other jewelers to see what they had after visiting E.M. Smith and we turned right back around and came back because the service and quality is unmatched. It can be hard sometimes when you are making a big purchase because you aren’t sure if people are trying to sell you something to make a profit, or if they genuinely want to help you. When my fiancé and I came to E.M. Smith Family Jewelers there was no doubt in my mind that Brittany and the rest of the staff genuinely wanted to help us. We felt so good about our purchase and they really sat down and explained everything well. They showed us all options, but did not push or overwhelm us. I cannot say enough what a great experience it was. Brittany was warm, kind, patient, and always helped guide is in areas on the ring process where we didn’t have knowledge. I would recommend this sweet...

Rating: 3/5

I’ve been a long-time customer of EM Smith Jewelry, and I’ve always appreciated their quick and reliable repair services. Recently, I had to visit the store for a repair, and while the work was done promptly and up to their usual high standards, I was disappointed by the overall experience.

The atmosphere in the store has changed significantly, and it’s no longer the upbeat and welcoming place I once enjoyed visiting. The staff, unfortunately, did not come across as friendly or engaging, which took away from the excitement of being there. I spoke with the owner, Taylor, to express my concerns, and while she was apologetic, she informed me that the new staff was here to stay.

I have a lifetime warranty on my wedding ring, so I’ll continue to use them for any necessary repairs. However, I’m sad to say that I won’t be referring friends or family to the Chillicothe location anymore. Buying jewelry should be a fun and exciting experience, and I no longer feel that way when I visit EM...