Susan Eisen Fine Jewelry & Watches — Local services in El Paso

I am here editing my review. I originally gave Susan eisen a 5 star review because when I took my great grandmothers vintage ring which is now my engagement ring in for a resizing, an appraisal and whatever needed to be done to fix up to and make it wearable every day she was fantastic and quoted me around 800 dollars and two weeks to complete. Two weeks later I called and they said they needed a few more days and it ended up being about 3 weeks before I picked up the ring. She charged me 1130, not the original 800 she had said, and I never received a call with an updated cost to see if I was interested in pursuing the cost of fixing it.

Two days later I was wearing my ring and noticed a prong completely missing and I had not hit my ring or pulled it on anything. I called and the only time they were open for me to bring it in was a day before my engagement photo shoot. We took it in and they did not tell us it would cost anything for the fix and then proceeded to tell us that they needed to take the whole stone out of the ring and check underneath it, which is what I asked them to do originally, by making the ring wearable and checking everything, and that they were not sure it would be done in time for my engagement photos the next day. We went to pick up the ring and they wanted to charge us 330 for fixing it and making it wearable, which is what I asked them to do in the first place. They charged us for reinforcing the prongs which is what they had already done so I was being charged double for prongs they were supposed to have already fixed.

I ended up paying 130 extra after being quoted 800, and ended up paying about 1300 and the ring was ready later than the what they told me and then it breaks a day after I got it back and then we were told they didn’t take the stone out and fully look into what needed to be fixed on the ring and are still charging us for what they were supposed to have done in the first place.

Terrible business model and terrible customer service and terrible communication. I will never be coming here again for business. They will treat you terribly, charge you an exorbitant amount of money and not being upfront...

I visited Susan Eisen's shop to repair my 18k gold bracelet and service my Movado watch on January 25th. The estimated timeframe for both tasks was "around a week." The initial quote for my bracelet was approximately $85 to replace the clasp, and I agreed to this amount. Upon picking up my watch a week later, I was informed that my bracelet would be prioritized and completed within the next week.

After the additional week passed, I made several phone calls on different days, but I never received a definitive timeframe for the completion of my bracelet. Finally, on Feb 14th, I received a call that the bracelet was ready. While I was satisfied with the craftsmanship when I picked it up, I was taken aback when told that the total price for just the 18k clasp was $135. The credit for my broken clasp was only $33, which struck me as odd since the sizes were quite similar, with the broken one slightly smaller. The total cost, including tax, amounted to $178, nearly $100 more than the original quote.

Despite the excellent work on both the watch and the bracelet, the communication throughout the process was lacking. Additionally, the unexpected price adjustment seemed deceptive and unjust, leaving me disappointed with the overall experience.

Response to the owner: All of the information you responded with has been addressed in my response, but i appreciate the response nonetheless. I would just like you to know that the initial quote was $45 for 14k or special order for 18k for $85, which I obviously opted for the 18k given my bracelet is 18k. Regardless, the issue is your word versus mine and I don't believe that will resolve the problem we are faced with.

I will say, in any situation, it is irresponsible for a company to conduct repairs that go over double the agreed quote without consulting the customer first. I hope you can understand why someone would be caught off guard and feel as if they were taken advantage of. As for the refund, I have already invested nearly 4 weeks of my time into this ordeal and I am uninterested in pursuing any additional business. I felt the need to share my experience because it seemed wrong and as I said,...

I had a wonderful experience with jewelry repair at Susan Eisen. My original wedding set of almost 20 years broke. My princess cut stone fell out of the setting and could not be reset. I went to a custom jeweler in another state that my family had used several times. I picked out a new band and diamond. I had a brand new engagement ring made, which was soldered into my original guard. However, the center stone never seemed to fit quite right into the new band. Within days of wearing the ring I noticed the stone was loose, and I ended up having to ship the ring back and forth multiple times for that jeweler to “secure” the stone. Nothing seemed to work . They never provided the certificate for the new diamond and after getting the ring back for the 3rd time, the band separated and fell completely out of the guard. After growing increasingly frustrated, I put my ring away and didn’t wear it for months. I finally decided to give Susan Eisen a try. I heard great things about them and I knew that I didn’t want to drop my ring in the mail again. Susan provided an actual solution within a few minutes of evaluating my ring. She confirmed the center stone was too large for the posts. They ended up widening the posts and adding brackets for extra support. They cleaned the ring, and soldered it properly to the guard. For the first time since purchasing this new setting I feel comfortable wearing my ring. I can actually enjoy it. They gave me a copy of the certificate the other jeweler never furnished, and the work was complete within 2 days of dropping my ring off. The team was knowledgeable, friendly, fast and professional. We will definitely return to them in the future. I highly recommend Susan Eisen. They...