Rogers & Hollands Jewelers — Local services in Eau Claire

On 1/6/2021 I brought my ring in to get a stone replaced. I was told that it would be sent to the home office and would be "well taken care of" and that it would take 4-6 weeks. Sometime in February I called to get a status update and was told that due to covid, they were short staffed at the home office and things were taking a little longer than usual. On 3/16, I called again. I was told by Justin, the store manager, that he would call the home office as it was unusual that it was taking this long. No call back. On 4/2, I went into the store and explained that whomever I had spoken to the month prior had not given me a call back and I wanted a status update being that it was already April. Being confused that someone had not called me back, the gentlemen at the desk looked in his computer and it turns out he was the one that took the phone call. He told me that the home office does not like phone calls and would rather receive emails but apparently no one had gotten back to him. In short, I got the run around. He explained to me that he would call the home office right away that Monday morning and call me Monday evening or Tuesday. No call back. Today, 4/17, I went into the store and spoke with a different gentleman at the desk. He told me that Justin was handling it and I explained to him that he had not called me back the last two times. A few minutes later, Justin appears and asks me to "step out" to have a conversation--I'm assuming knowing that I would be upset at whatever new he had to tell me. "We can not locate your ring." I inquired on whether "WE" meant the home office or the store. He informed me that the home office received the ring, they replaced the stone, sent it back, but the store has no record of receiving it. After asking him where we go from here, he told me that if they cannot find the ring, the exact ring will be replaced or I can choose a new ring of the same value. I requested a time frame to which he said he will call me on Tuesday. So I wait. I am fuming.

I work for company that prides itself in great customer service and customer retention and I know that other companies that are customer-based value the same. I am disappointed you have employees in your stores who do not exhibit the same values.

This situation needs to be rectified. I can already assure you that I will not be recommending your Oakwood Mall location to anyone. Based on the choices that Justin gave me this afternoon, my only option is that I have to choose a new ring as the EXACT ring cannot be replaced (as the center stone is from a different ring) and my assumption is that the actual ring will never be located. I am discouraged that choosing a new ring is my only option as that means I will need to continue customer service at the Oakwood...

We came into the store on a Friday night, originally to go I to a wedding store in the mall. We impulsively went into Roger's and Holland simply to look at upgrading my current engagement ring. We worked with nate awesome guy no judgements, just really seemed to care what me and my fiance were looking for.. made us feel comfortable, he was very knowledgeable, and helpful in making our selection. We asked for pricing on the ring we selected he came back at an out the door price, we weren't prepared to make such a large transaction at the moment in time, he went the extra mile to get us additional money off to sweeten the sale.The sales rep suggested we apply for the credit option which we soon learned we were denied. In order to hold the price, he put it on lay away we put a 300.00 deposit to hold that price.. key part! We mentioned we would be back the coming wend to finalize the transaction. When arriving at the store we were greeted\ and treated rudley.. if I would have worked with her I wouldn't have been interested in any product Roger's and hollands sold. She asked what brought us to the store, we answered we were in last Friday needing to finalze a sale thats was on lay away, after looking for about 15 minutes with nothing .....one associate after another trying to figure out where the sale was. After finally getting all their information together, call after call, and who I assume is a manager says there was a discrepancy on the sale and we need to pay $150.00 more because their computer can no longer offer that deal. What's the point of a deposit to hold a price and then charge more. The manager tried to justify us paying more and asked if we can pull out more money, as we had already been to the bank to get a cashiers check, for the amount we were told, even had the paper the store associates physically wrote. I thought that was very unacceptable, and unprofessional a deal that was supposedly approved by the general manager and the district manager. I disagreed with paying more, and we should have been told if there was going to be a suprise charge, I said I wanted to cancel the sale if this was the way they do business. Then again call to this infamous district manager they honored the price initially quoted.. this was supposed to be a fun moment and it turned out to be nothing less than disheartening... roger and hollandswill not be a first choice in purchasing jewelry from now on. You should know what's going on in...

The “office manager” Nicole shouldn’t be employed to deal with customers. She is down right rude and nasty to customers…whether they have a complaint or not. I had called and didn’t have an issue. I had a question and because I called on a cellphone I could hear her fully. As I answered her questions, I was told that if I’d quit interrupting her she could speak. I wasn’t interrupting. She informed me she had called my husband back the day before and left a message about this…which she did not. After then speaking to my husband he had more questions, so I called Nicole “the office manager” back. I asked what phone number she had called. She gave a number. Then as I was beginning to ask another question she began to speak over me and I spoke up and told her it was now her turn to listen to me as the customer. She then informed me that I was being rude and that she didn’t have to deal with that. That she called my husband and it’s not her problem he didn’t get it. I was told she didn’t know what my issue was…that the ring was there and it’s done. I told her she was a very rude and horrible person to customers calling and I wanted to speak to the manager. She informed me that she was the manager. I said no there is someone over you, and I want to speak with them now and not you. She again told me there wasn’t one and if I wanted to talk to them they’d be in the next day. So when I brought up her lying to me she again said she didn’t have to deal with me and if I decided to be decent I could call back them. And she hung up on me. I have called and put in a formal complaint. I will be calling the manager tomorrow to speak to them. This should never happen to anyone calling…especially from an “office manager”. Nicole should be losing her job for the way she handled this and not be an “office manager” anymore. Long story short, she was caught not calling back, caught being nasty to a customer and caught lying about a customer not being able to speak to someone above her so she lashed out and used the ability to hang up on me. Extremely unprofessional and unacceptable behavior, especially from an “office manager”…right, Nicole who works at the Oakwood Mall in Eau Claire, Wisconsin….you deserve to be severely reprimanded for what...