Susan McLauchlan Jewelers — Local services in Glen Allen

I have a stone that I wanted to get set in a pendant. I gave them the stone, they cleaned and measured it while I waited. We picked a pendant out of a book, and I left the stone with them to be set. I received a call roughly a week later saying the pendant was in, and making sure I wanted the stone put in it. I told them yes and was happy to receive a call the next day to pick it up. So far I had zero complaints. When I returned to pick up the stone I found a chip missing out of one of the bottom corners. During none of the phone calls was this mention, nor did they say anything until I saw it. The lady who was helping me asked another lady what had happened, and she said there was a flaw in my stone and it had chipped off while cleaning. I paid for my purchase and left completely dissatisfied. Making the decision to not mention it to me until I found it makes it feel very dishonest. To their credit I received a phone call when I got home, offering to have me bring it back and they would take care of it. I declined as I no longer trust them with taking care of anything for me. I'm sure many things can happen in this process but not informing the customer the minute it does is definitely not the way to build trust. If you are atempting to purchase something off of one of their shelves I'm sure you will be fine. Anything other than that and I would just be careful, definitely double-check any work they do do for you because they won't let you know if...

My wife recently got her engagement ring and wedding ring conjoined here. Less then a week after receiving her rings back, one of the main stones fell out of the engagement ring. We called and left a message which was returned and that fact is much appreciated, however, we were told that, "They didn't go near the stones while conjoing the rings, and that what they did does not affect them at all." She has had this ring for over 2 years with no issue whatsoever. But he did tell us that "If you bring it in we can give you an estimate." I will NOT be bringing the ring back. I don't care if I have to pay more somewhere else. Customer service is huge in an area like this, and it is sad to see that it was lacking. I can definitely say myself my family and every friend who asks for a recommendation will not be referred to...

My fiancé went to Susan McLauchlan Jewelers for my engagement ring and I am AMAZED at how my dream ring became a reality, and then some! The stone is a dazzler and they were able to create a custom piece that had every component I had envisioned. My fiancé, his mom and his sister raved about how professional, honest, helpful, and enthusiastic they were to create our custom piece. Other jewelers who had been consulted were hesitant to combine all of the desired features, but Susan McLauchlan Jewelers were certain they could make my...