Sergio's Jewelry — Local services in Citrus Park

I debated whether I should write a review. I write very few reviews, usually only for exceptionally good service or exceptionally bad service. This review is for a weird experience and a final inappropriate response.

I purchased a lab created Alexandrite stone from the factory that manufactures them, and ask Sergio if he would be willing to match the price from an internet seller of jewelry to make the stone into a ring. He agreed, and about 4 weeks later, I picked up my new ring. I had shared with him that I have dreamed of owning an Alexandrite ring since I was 18 years old and I first learned about the stone (40+ years ago), and now I could afford it. Almost one week to the day after I picked up the ring, I looked down to admire it, and the stone was missing. I searched as much as I could, but didn’t find it. The next day, I called Sergio and told him. After further explanation of how I am a computer programmer who works from home, and I have minimal exposure to anything that would damage the ring, he agreed to replace the stone at his cost. However, he was still convinced that the stone had shattered because I had hit it against something, and seemingly he felt as though he was just doing me a favor.

The replacement version was quite impressive, as he redesigned the bezel to be more broad to most securely hold the stone in place. A downside net effect was to diminish some of the reflection of the stone by covering more of the top, but; I was OK with it as it also made the ring look more old-style (which I like) and also a bit more “manly”. While doing a deep cleaning in our kitchen, and cleaning under the refrigerator, I found the original stone. I called Sergio and told him for fact it had not shattered, because I found it unscathed, as the ring was also unscathed. He asked that I bring the original stone back to him since he had paid for the replacement. I agreed.

I am extremely busy, and was also hesitant to bring it back immediately, wanting to wait a couple weeks to make sure the same didn’t repeat. After 2 weeks of wearing the ring, as I was washing my hands and drying them, I hear a rattling sound. It’s the stone, ... it’s loose in the setting. I call Sergio and explain it. This is the ultimate of the weird (if not already weird by having a stone randomly fall out of a ring setting after only one week). He starts yelling at me, saying I am not a good customer, and starts rattling off bizarre explanations such as the stone is soft (it has a Mohs hardness of 9.5) or metal can bend and flex (the ring is made with 10K gold, intentionally to be a stronger metal). He then angrily offers to fix it, and starts again yelling that he is offering to correct it and what is my problem.

My problem is that at this point I have lost all faith and confidence. It is nearly never the case that a stone would randomly fall out of a setting. If such were to occur to me and I was a jeweler, I would take the utmost care to make sure the replacement was of the most perfect quality. He said he had done that. However, as described above, only 2 weeks later, the stone is loose and rattling, and seemingly priming to fall out again.

The end of the story is I have the original stone in our safety deposit vault, saved away for the day when the stone that is currently in the ring falls out. Sergio has asked for it to be returned to him, and that was another point of weird yelling and anger from him during the last conversation. I’m not bringing the original stone to him, because there is too great of a probability that the current stone will fall out (probably very soon), and I might not be as lucky as last time and might not find it. I am also not going to do business with him again. The purchase of this ring was supposed to be a happy moment in my life. Instead, it has turned into a negative moment with bad memories...

I stopped by Sergio's Jewelry to see if they could close the back of a watch that I myself had changed a battery on. The girl said they could and took the watch to the back. After finishing with a customer, the owner also went to the back. After waiting for about 20 min, the girl came back out and said there is a fee for closing the back of a watch. Of course I paid, but when the owner also came out to give me the watch, I suggested next time someone comes in for a similar request as mine, customers should be made aware there is a charge PRIOR to beginning work. Instead of apologizing and rectifying the situation, he began arguing with me...perhaps he was missing a very simple and clear point. Then he asked me why, as a customer, I didn't ask if there would be a charge and that I should assume there should be one...what? I should "assume"? It is best practice for a retailer to notify the customer when there will be a charge for a service prior to conducting that service. At the end of our "conversation" he did apologize on behalf of the young lady who just sat there and looked at me the entire time without saying anything. He said I should come back...that of course will never happen, nor will I refer anyone to Sergio's Jewelry. Poor customer service.

Response to Owner: Oh Sergio, you and I both know I did not "berate" your employee...in fact, I wasn't addressing her during our conversation. I was speaking directly with you while she was just sitting there with a blank look on her face. Besides, it is not my style to berate someone...that never gets you anywhere.

Although it DOES seem to be your style to blame the customer by accusing them of doing something they never did. As for the "offer" to refund the money, it was more of a question and an argument, rather than an actual offer. If you've been in business for 30+ years you should know better than to argue with a customer when the business is a fault for non-disclosure of fees for services.

As for your "25,000 LIKES on Facebook ", that is of no consequence. Take it from someone who manages online reputations for national brands, "Likes" mean nothing. Customer Service...

I decided to support a local merchant and I wish I didn’t. I have seen many commercials for Sergio’s Jewelry on TV and they are located close to my home. The sales ladies and Sergio were nice but he ultimately wanted to make a sale. I found a nice name plate and necklace for my daughter. I was quoted a price that I felt was very high. They did give me 15% off of the chain but the price was still very high. He never asked me if I had a price limit. Once they gave me the total they offered 6 months same as cash. I said ok but was still uncomfortable paying $741 for a nameplate and a 14k 16 in box chain. I said I would put $250 down now and then it changed to “oh it’s a layaway!” No you said 6 months same as cash!! I went to the mall the next day and found a cheaper necklace and went back to Sergio’s. I told them I didn’t want to buy then necklace just the name plate. He quickly said it was already done! I asked to see it, he then said oh no it’s not done but it’s at the jewelry place to be put together. He then told me to find out the weight of the chain and he would match it. I said ok and told him I would be back tomorrow. The next day he called and said my necklace was done. Even though I told him I didn’t wan’t the chain he went ahead and did it anyway! Very upset and feel like I was scammed! Don’t go there!! He said you can trust me and I want you to leave happy!!!!! Well I was very upset not...