Sullivan Jewelers — Local services in Fort Collins

Some months ago, I dropped off several items for repair. The shop never contacted me on any prices or options. I finally physically returned after some weeks and was told they could fix only one piece: a set of earrings that had been worn twice with two dislodged pieces of red amber (which simply needed to be glued on). In my deep naivety, I paid and left. Again never heard back. Physically returned some weeks later to check in, where I was handed a pair of earrings that resembled mine in only shape - they were absolutely coated in glue residue. The desk clerk (presumably owner) tried to argue with me that this is what they looked like in the first place, rather than the shiny pieces they were given. No. She took them back to clean them, where I presume that she broke more of the pieces off, but only told me to come back some time later, as the glue was allegedly coming off. After AGAIN no contact, I physically come back for a third time some weeks later, only to be handed a set of earrings that are not only nearly bare, practically naked of the amber stones that were NOT EVEN BROKEN in the first place, but each of the pieces covered in opaque glue residue. (Picture attached.) THEN, I am accused of having purchased fake amber, as if that should make a difference. (Also, I have handled hundreds of amber pieces in my lifetime given my cultural heritage, and these were high-quality earrings, purchased at a museum store in the Baltic.) I tell her I have no idea what to say - I have never in my lifetime had something so egregious happen to me. She says she also doesn’t know what to say… and just stares at me. No offer to refund my payment to fix the piece. No offer to replace the set. And, arguably most importantly, no acknowledgment of error or apology. Nothing. Asks me if I can find another set. Seriously? I told her they were a unique pair from Europe. Finally says she will refund the “fixing” fee, but at this point, I have to ask several times to be let out of the store, which is literally locked. I am SHOCKED this place is in business, frankly. You’d be better off with Gorilla Glue and a toothpick rather than the service offered here, I can assure you. Please, DO NOT TRUST these people with anything that you value to any...

I was initially wanting to leave a review to caution other potential customers of Sullivan's to their disregard for follow through; however upon further investigation it appears that this is a common issue for this business. No calls back for voicemails left, no responses to inquiries on their website when submitting an email for information, and when I finally did get through to what I am guessing was Kelly Sullivan he stated he would call back and never did... was running errands so stopped by, was ignored and blatantly disrespected when offering a handshake to introduce myself. Kelly and Carol both were acting as if a customer was an inconvenience on their 'busy schedules'. They are quoting work for completion at about a month and a half out - if that is true these folks need to adjust their hours to accommodate business demands. Bottom line; There are 2 other jewelry shops less than 1/2 a block away that provide the same services with MUCH more respectable and courteous responses. This business does not follow though as promised, and they are not open when they say they are - Would NOT trust them with any...

Sullivan's helped me procure a beautiful chain on short notice so I could wear my grandmother's wedding band on my wedding day, and adjusted the band to minimize wear and tear from the chain. They also went above and beyond and, on the morning I picked the chain up, repaired one of my grandmother's earrings I was also going to wear at no additional charge (and without any advance notice). They polished the band, my engagement ring, and my grandmother's earrings. It meant a lot to me (and my family) to be able to wear these heirloom pieces on my wedding day and for it to look right, and Sullivan's was so understanding and helpful. They were considerate of both time and budget, and I'm so grateful to them for pulling it all off on short notice. I'd recommend...