Jared Jewelers — Local services in El Paso

This is the closest store to where I live, its a 1.5hr drive. 11, almost 12 years ago my husband and I purchased my wedding bands at a Virginia location and had my engagement ring, two bands all soldered together. Fast forward to Sep 2023. I take my ring in for cleaning, inspection, & getting the white gold re-done as over 11 yrs it was looking yellow. They take pics of it & say to give them a week or two to have it done. I get a call after a few days & I’m told my center engagement stone looked damaged & “was it like that already?” I’m sorry, you took pics before it was in your possession, what do you mean was it like that? So we're trying to blame me. They tell me they can’t fix it, its beyond repair & they’ll replace the diamond. Like its no big deal that they’re having to get rid of 11 yrs of sentimental value. I remember my husband calculating down to the penny how he could make payments on it and how much gas he needed to get to and from work to get me the ring he wanted to get me. But don’t worry, “we’ll replace it”. I express my frustrations to the Asst Mgr, who tells me “as a woman I understand the sentimental value”…ok so the same thing has happened to you? Not likely.

All this is going on & I also left them a 3ct anniversary ring my husband gave me in 2022 because every so often it kept having diamonds fall out. This was one of those occasions, they were replacing a diamond. I get it back, within 24hrs another diamond fell out.

I no longer wanted to deal with the Asst Mgr & asked for the GM. He discussed my options. I decided to take the value of my 3 ring wedding band set AND the anniversary ring & essentially upgrade to a new wedding set. So mind you, no one is doing me any favors, I’m just asking for the value of all 4 rings & buying something else. I find a loose natural diamond, a setting/& band for that, & an enhancer ring. I spent another $8k on top of the value of my previous rings, totaling a $20k ring. I get it back, the Asst Mgr says "see, everything happens for a reason"...seriously? So I drive the 1.5hr home just to find part of the ring is bent, & it has scratches EVERYWHERE, it also was discolored in some spots. I go back a couple days later, driving another 1.5hrs. The GM “is no longer with them” so I have to deal with the Asst Mgr. She speaks w/ the jewelry people in the back that handle all the settings & everything & he says to me “white gold is soft so its going to scratch”. I’m sorry, it was scratched the day you gave it to me, I had it for 2 days, it should still look brand new. He stated he’d “do his best” to clean it up & fix the bend.

I finally get it back & because of all this drama I opted to live with the fact that a month or so later I noticed the center diamond isn’t even centered in the enhancer. I have no trust at all in the El Paso store. Fast forward to May 2024, I’m in Las Vegas visiting family & take it to the Jared there. They noticed the second I handed it to them that it wasn’t centered, & not only that, it wasn’t even in the right setting for a stone that size!! It should’ve been in a hidden halo or basket setting. They tell me a basked setting will fix it being off-centered. Had I known I would be forced to get a basket setting I would’ve chosen a hidden halo with diamonds on it or something. So now I’m stuck w/ a white gold bar that essentially cuts through all sides of my diamond. AND, it did NOT fix it being off-centered. So now I have this ugly basket around my diamond & a diamond that still isn’t centered…& no Jared I trust to fix it. Completely unacceptable when you screwed up in the first place & then can’t even get the replacement right. 20K dollars for something that hasn’t been done right. I have never been to a Jared that’s given me problems like El Paso. Even the one in Vegas I went to for several years so I figured they wouldn’t let me down, but they did as well. I have no idea how to even go about getting this situation resolved. It is unreal the number of problems I’ve had over trying to get a simple cleaning and white gold fix on my...

Awful experience.

Went in to get an engagement ring resized. After waiting some time to get seen, a lady brought us to the station to process the order. Everything seemed okay until she asked if we had bought it at their store. When we answered no, the whole experience went south.

In addition to the lady being unable to properly gauge the correct ring size of my fiancé, she was incompetent at confirming that the ring was a diamond. I understand why they check but the instrument she was using to test the diamond came up positive for every option (i.e. diamond, sapphire, moissanite, etc.). She quickly had the back workers test it and it also came back inconclusive.

Freaking out thinking maybe I had just bought a fake ring, she told us that they wouldn’t take it and that it was unlikely anyone would. Simultaneously, another employee basically started pushing us out of the way to assist another customer. Rather than check if it was her tester that was malfunctioning by testing something else, she gave back the ring and said goodbye.

And to think they wanted almost $250 to resize the ring and it would take 2 weeks to do it.

Right after we left, we went to another jewelry store and they confirmed it was a diamond with ease. The next day we got it confirmed again and we were able to process the resizing in only 4 days and for just $35.

In short, don’t bother going here for...

Covid restrictions are everywhere, but this store is taking it to an extreme. My wife needed her ring inspected in order to keep the warranty valid. I dropped it off and all she had to do was pick it up. She took our kids thinking the max a pickup might take is five minutes. Try THIRTY-five! She had to leave our kids in the car due to their insane capacity restrictions. They have the doors locked and won’t just let you walk in. She had an appointment and was still forced to stand in a breezeway waiting on others who did not have an appointment for several minutes. My wife has PTSD from an incident related to our child and had a panic attack once she got inside the store and realized she was locked inside with our kids left alone in the car. To add insult to injury, she called ahead to confirm the ring was ready and was STILL asked to wait even longer, locked inside the store while they photographed it. After her outrageous wait to get her ring she had to then stand by the door just waiting for someone to let her back out. Locking the doors and forcing people to be stuck inside is horrific policy over a freaking virus. Jared: the COVID jail. So ridiculous and really disappointed that something we HAVE to do for our warranty is made into...