Rogers & Hollands Jewelers — Local services in Fruitport Charter Township

The staff is very friendly but the quality of work is very poor. My first experience was resizing my engagement ring from a 6 to 5.5. Staff were so kind and accommodating. Ring was ready in a week and I was assured many times it was a 5.5 at pick up, even though it felt big. It was winter and very cold, so I thought my fingers were just smaller at that time. Staff gave me clear plastic to use to make the ring tighter on my finger “during the cold months”. I’ve been living with it being big ever since, thinking it was my error. Fast forward to July 26, 24. My fiancé and I brought our heirloom wedding bands in to be resized. I made sure to double check the size needed due to the issue with my engagement ring being big. I was told my engagement ring was not sized to a 5.5 but a 5 and 3/4 - which explains why it feels big. Staff assured us they would take care of us, took pictures of our bands, gave us a few quotes depending on the metals which were approved right then and there and noted on the order, and guaranteed that the bands would be ready by August 9. A few days later, we received a call that we could pick up the rings; however, only his ring was ready and there was a lot of confusion on where my ring was or when it would be ready. We were told it would be ready in another week or so. A week later we stopped into the store to pick them up, but my ring still wasn’t ready. We were told another few days. On our way out of the mall, we received a call that the estimate for the ring was actually still waiting to be approved and that’s why the work hadn’t been started. We gave our approval again and were told it would be ready in a week. A week later, 8/16, I called the store to see if we could pick up the rings and was told the shipment was expected in a few hours and I would be receiving a call. I still had not heard back by 8/19 so I called and was told that they would look into it. 8/21 I received a voicemail that the rings were ready. Yay! I went in that day to pick them up but was shocked to find my band now paper thin with a few lumps and oblong shaped. Staff immediately agreed it was not the best work. A manager was called and I stepped out to call my fiancé. I was then told that there is no way they could be responsible for how the rings came back because it wouldn’t make sense with their resizing process. (They contract this work out.) They also stated that platinum is hard to work with, so that may explain the imperfections. Their attitudes toward the quality of work completely shifted and it was now being presented as my fault. They said the rings would need to be shipped out again to be corrected by adding a shank… but could not guarantee when they would be back, even if rushed, or provide an estimate. Also, a stone on the side of the band is now loose and almost falling out. Our wedding is in a few days and the trust is 100% lost. The politeness of the staff is what made me return in the first place, but politeness can’t make up for damage to an heirloom item that I will have for the rest of my life. If more work was needed than what was originally approved, mistakes were made, or it was out of the scope of knowledge of the jewelers they contract out to… HONESTY goes a long way. I will...

Found a wedding ring(upgrade from my engagement ring) I liked from the Grandville location. Made arrangements to purchase the ring the next day because I was bringing in a trade-in(set a time with the jeweler to complete sale). I was told the ring could be resized while I waited as I was getting married in 2 weeks. Went back the next day per our arranged time. Jeweler was out sick. 2 other jewelers knew nothing of our arrangement, price on the trade in, etc. I was told the offer trade in amount was not accurate, even tho she had provide me with paperwork. They did honor the selling price. After hassle, and phone calls, I was told the ring couldn't be resized, and they had no idea when he would be in to be able to do so and to take it to the Muskegon location. Bought the ring. Took to Muskegon location the next day. Was told everything I had previously been told was false. Agreed to allow them to resize the ring(do I have a choice, really), and was told I would have it no later than Sunday(this was a Tuesday). Call on Saturday to check the status as I am leaving on a plane on Weds to get married in Vegas. Was told they had no idea who told me anything about picking the ring up. Couldn't locate who even had my ring. Was contacted on Sunday, that I could lick it up at the Grandville location on Monday. Call the Grandville location Monday before I drive from Muskegon to pick the ring up, to make sure its there, and again, was told they had no idea what I was talking about. Call Muskegon store, he eventually calls back and states the ring is at the Woodland Mall location. Tuesday, go pick up the ring. Jeweler working was extremely rude because I didnt have any paperwork. Should be in their system, right? A week after I get married, a diamond stone falls out of my halo. Take the ring back to the Muskegon location. Again, cannot find me in the system. Asked the jeweler to change a phone number to call when the repair is done, paperwork states otherwise. Its now going to be 3-4 weeks before I get my ring back. Needless to say, I will never do business with this company again. Not one time was I offered an apology or, even a discount for all my hassle. I was made to feel as if all this was somehow my fault? Pretty much called a liar from 2 people at the Grandville location that I was not told it could be resized on the purchase date(where would I get that information?) Very unprofessional!!! Congratulations, by the time this is all said and done, you will have had my ring longer than I wore it. Purchased October 19th...ring shouldn't be falling...

Update! We came back in to the store to get a duplicate band from the one we had made before! Still amazing service and price from the staff! We will continue to go here for any fine jewelry needs and will recommend to anyone who is looking for fine jewelry. Thanks again for making this experience so easy and wonderful!

We came to Rogers & Holland’s looking for a wedding band to match my engagement ring after we were told by our previous jeweler that it was no longer being sold (months after we ordered it and after we got married). No jeweler had anything in their stock to match it exactly, but Rich and team at Rogers & Holland saved the day! We gave them the engagement ring to match and we got a wedding band custom-made for a comparable price to the original wedding band. It arrived in about a month and a half and the craftsmanship and quality of the ring is amazing. I’m so happy with my band and the quality of service I was given by the entire staff. I recommend them to anyone looking for jewelry. Even if it’s...