Intrigue Jewelers Inc — Local services in Four Corners States

Honest Review from a Longtime Customer.

As a consumer, I’m protected under the Consumer Review Fairness Act, and I’m sharing my genuine experience here in good faith.

I’ve been a loyal customer of Intrigue Jewelers for five years and have always valued the service I received. Unfortunately, a recent experience left me both disappointed and saddened. After making several good-faith efforts to resolve the matter privately, I now feel it’s important to share my experience to help others make informed decisions.

I own a 14k white gold pear-shaped diamond engagement ring with a half eternity band, which I’ve cared for meticulously. As a nurse, I never wear my ring at work or during any activity that could risk damage. Over the years, I’ve taken it to Intrigue Jewelers consistently for cleanings, prong checks, and repairs. They are familiar with the ring and its history.

Recently, after some weight loss, I brought the ring in for a simple service: the installation of sizing beads ($130). At drop-off, no concerns were mentioned, and I was told it would be ready in a few days. Soon after, I received a call to return to the store, where I was informed that “issues” had arisen during the repair. I was told the ring had preexisting porosity, and because of that, had been damaged while attempting to install the beads. The damage includes a compromised shank, damaged prongs, and visible burn marks. The ring I had dropped off in beautiful condition is now significantly damaged and unwearable.

I was informed that Intrigue Jewelers would not accept responsibility and reminded me of the waiver I signed on the service receipt. While I understand a standard service waiver is customary, no specific warning about risks was provided. At that time, no resolution or compensation was offered.

My husband visited the store and spoke with the owner directly. Following that conversation, we were offered a 50% discount as a courtesy on the cost of repairs, though the store denied any responsibility. We declined the repair and requested a written statement, which was provided. The owner expressed confidence that other jewelers would agree with their findings.

To better understand our options, we brought the ring and report to several reputable jewelers. Each disagreed with Intrigue’s assessment. While porosity in gold is possible, and very common, the consensus was clear: the ring either could have been repaired safely or the job should have been declined if risk was too high.

I later sent a formal letter to Intrigue, including the findings from two independent jewelers, and requested reimbursement for the cost of an external repair. In response, they offered to repair the ring at no charge. While I appreciated the gesture, the trust had already been broken. I declined the repair and requested a monetary resolution instead, but received no further response.

I understand that challenges can arise during jewelry repair, even with skilled professionals. However, every other jeweler I consulted emphasized that if damage like this happened under their care, they would assume responsibility rather than place the burden on the customer.

At the owners’ request, I am including the following: a copy of their report with their findings, that they firmly disagree with the external reports I’ve collected, and that they did offer to complete the repair free of charge. I have also included photos of the ring’s current condition and the assessments from other jewelers

This is my honest account: my ring was damaged while in their care, no responsibility was acknowledged, and only after I pursued the matter formally was a repair offered. I’m left with a damaged ring, costly repairs, and...

Unfortunately, I am not happy with the service, price and work done however I am hoping that when I take back my wedding ring to them they either do it right or refund part of the $ paid. I went in because my wedding ring felt a little sharp/prickly on one side of the diamond on the end and I didn't know if that was normal or not. They checked it and told me it was the prongs worn out so they recommend to fix/redo for the diamond on each side. I asked for the price and they wrote it down for me on a piece of paper as I told them I would check with my husband and bring it back. A few days later I brought the ring and to my surprise the guy told me what was on the paper was wrong (that I was misquoted on the price). He said I was quoted as if it was white gold when its platinum. I explained that the girl checked it and even took it to another person so how can both be wrong. No apology, no nothing just said some don't pay attention and asked if I still wanted to do it. I said yes. He took it and told me it would be ready in a week. A day before the week was up I get a text that my ring was ready. I go that same day to pick it up. I was so disappointed. The ends (now both) felt the same ( sharp/prickly) I immediately told the girl it felt the same if not more and her answer was to wear it a few days and see how it felt then and if not good then to go back. I had also asked for a temporary ring sizer and it is super thing and was not really making a difference so I also told the girl about it and she pushed it a little up and told me to try it. It was now a little too tight and she had bent the wire across it and looks as if it will break if I keep adjusting so I just left it but its just not comfortable. Again her answer was to wear it a few days and see how it feels later. When I tell friends/family the cost and how unhappy I am they tell me I was so taken advantage of and should do something I believe everyone should get a 2nd opportunity so I am hoping I am contacted and my issue gets resolved and if not I will come by to see what can be done and if nothing can be done I am sure I'll find the way to file formal complaint with the Better business bureau. Hopefully it does not get to that point as I am not that type of person but I am tired of being taken advantage of. Thank you.

Response to Intrigue Jewelers Inc ---- Thank you for the response. Unfortunately, I just saw it (3 years later) and just found out about the 1 year warranty. I wish someone would have mentioned that 1 year warranty when I came by. I also wish someone would have contacted me via phone or email when they saw my review. I just happened to write a review for my new optical store and saw the...

I used to come here all the time to have my engagement ring clean and stones checked. We used this jewelry store as our go-to for jewelry gifts too. However, it no longer has the same feel as it did just a few years ago.

Ring cleaning and stone checking is generally a quick experience. It does come at a cost (for stone checking. cleaning alone is free). However, the last few times I went, they told me it would take longer and longer to have it cleaned and checked (1 hour, 2 hrs, etc.).

A few months ago, I went in to have it cleaned and checked again and they told me that I would have to leave my ring with them overnight. I told them that I’ve never had to leave my ring overnight for a check/cleaning and that made me uncomfortable. They seemed annoyed with me and said they would do it in 30mins that time (but that I should expect it to take longer/overnight in the future. I’m not comfortable leaving my ring with them when this had never been my experience with them. Then, after they checked my ring, they told me it needed to be re-pronged and gave me the quote to re-prong it. I was uncomfortable with the entire interaction, so I went home to discuss it with my husband and he agreed that it seemed odd (I’ve only had this ring for about 3 years…), but he suggested I have it checked by another jeweler.

So, I did. I went to another jeweler (that is also locally owned) to have it cleaned and checked. They said it would take them ten minutes to check the stones and clean my ring. It was also free (despite the fact that their showroom was busier than I’ve ever seen Intrigue’s). When I arrived, they asked if I had any concerns and I explained the prong recommendation. After their review of the ring, they said that the prongs looked great and they were not at all concerned about the structural integrity of the prongs or ring.

Now, I drive 30 minutes away to the other jeweler that (1) does not charge to clean and check my ring; (2) who cleans and checks the ring in 10 minutes; and (3) who I feel like I can...