Marc Samuels Jewelers — Local services in Grapevine

My son purchased a diamond ring guard for his wife, from the Grapevine Mills Mall location. The total price was $595.00. A week later, while they were on their honeymoon, one of the diamonds fell out. It happens. It's happened to me. They called the store and spoke to the owner, Ali Zameer, who told them to return the ring to the store and the diamond would be replaced and returned to them. They paid to ship the ring, the diamond was replaced and the ring was returned to them.

Two weeks later TWO diamonds fell out. They again called Mr. Zameer, who told them he'd replace the ring this time. They again paid to ship the ring back and a week or so later, they received the ring back. It's important to note that my son and his wife are Marines, stationed in Virginia, so obviously this was an inconvenience.

A week later, ANOTHER diamond fell out. By this time, my son and his wife had had enough of paying to return the ring, being without the ring more than they were with it, and were understandably skeptical about the workmanship of these particular rings. They told Mr. Zameer that they would like a refund - since this was the THIRD issue with this ring. Mr. Zameer initially insisted that he has a no refund policy - exchanges only. WHAT?? This wasn't exactly a pack of chewing gum we were talking about here. This was a $600 ring - a significant amount of money for a young couple who are supporting themselves on a military salary.

After some discussion, Mr. Zameer agreed to refund $475. Apparently, Mr. Zameer gives a military discount - to himself. It was agreed upon by all parties that I would return the ring for my son since I reside locally. Well, it was a darn good thing it was handled this way, because this is when things really got interesting.

When we arrived, after explaining the situation, we were told by one of Mr. Zameer's associates that Mr. Zameer was scheduled to arrive at the store within a half hour. The associate took my cell phone number, as well as my husband's number. He promised to call. We wandered around the mall for over a half hour - no phone call. We went back to the store and were told that Mr. Zameer was running late and would be another 15 minutes or so. He again promised to call. We waited another half hour - no call. We went back. This time we were told Mr. Zameer was in a meeting (this was a Sunday) and there was no telling when he'd be in. He wanted us to leave the ring and have them "take care of it". We declined his generous offer. We informed him we'd be back at closing time (7pm) and the associate agreed, but offered to have Mr. Zameer call us when he arrived. We thanked him. Mr. Zameer never called.

We went back at 5pm (we were worried that Mr. Zameer might have another meeting just before closing and wouldn't be available). The elusive Mr. Zameer was there this time and we spoke directly to him. He never once apologized for any inconvenience, nor did he apologize for not calling us. Instead, he proceeded to make several excuses as to why the diamonds kept falling out - sizing the ring up compromised the integrity of the diamonds, the ring was banged around (neither of which were true, since the ring hadn't been sized either up or down).

I let him know that I felt he was taking advantage of two hard-working Marines by not giving them a full refund. His response? "I'm out about $400 into this ring." Apparently, it didn't matter that not only was a young couple out of a wedding band, but they were out more than $100. Then Mr. Zameer advised me that he would refund the $350, which had been agreed upon. I knew this wasn't the correct amount, so I was forced to call my son and have Mr. Zameer confirm that the correct refund amount was $475.

I have never in my life experienced such poor customer service, nor have I ever had the owner of a business downright lie and connive his way out of giving a refund on a shoddy product. I would never purchase anything from this business. It's absolutely disgraceful the way the owner treats...

When shopping for an engagement ring, I went to Grapevine Mills Mall to another jewelry store. In the other store I had a good experience, however, I wasn't quite feeling it there. I left that store and while walking the mall I spotted Marc Samuels. I thought I would walk in and take a look. I was promptly greeted by Ava. She is a kind and very knowledgeable saleswoman. She took genuine interest in what I was looking for and not trying to push me towards something I wasn't interested in. She took a lot of time to show me all the options in the range of items that I was looking for and asking great questions to help me narrow the choices. I had narrowed down my selection to two choices and noticed that I was close to time to be at another appointment. I apologized for having to leave abruptly and told her that I would see her in a day or two. Upon coming back two days later, I brought my girlfriend with me and didn't tell her where I was taking her. She only found out as we were walking in the store. I told her that I just wanted to look so "if and when" I was better prepared. Ava was there and promptly brought over what I had looked at 2 days prior. I was quite impressed that she didn't just stick it back in the case, but rather held my choices aside for me to return. She took the time to answer my gf's questions that she initially had while looking over the items in the showcase. After a short while, I asked Ava to bring out my top choice that she had set aside. My gf took one look and the only word she said it couldn't be more perfect. I went back the next day to put down a deposit on the ring until it is time for me to pop the question. I am very happy that I took my gf there to get her feedback and I couldn't be happier that I encountered Ava to help make this process an easy and pleasant one. One more thing, I got way more value there than any other store where I had priced lesser rings for more money! Thank you Ava and...

Greetings of the Day !

A Perfect Store to buy TACORI, SIMON'G', VERRAGIO, MICHAEL'M', Designer & Accustomed Jewelry for Ladies. Men's Unmatched Jewellery, Solid Gold & Diamond Charms, Gold & Diamond Bracelets, Rings, etc.

Beautiful Hublot Watches, Audemars Piguet, Patek Philippe, etc...

Preowned ROLEX Watches such as: PRESIDENTIAL SEA-DWELLER SEA MASTER YACHT-MASTER GMT MASTER II, DAY-DATE DATE-JUST DAYTONA SUBMARINER, etc.

TWO TONE, SOLID 18KT GOLD, OYSTER BANDS, JUBILEE BANDS, ICED BANDS with a lot of FACTORY & CUSTOM DIAMONDS... for Men & Women.....

BREITLING Watches for Men & Women.

Gold & Diamond Necklaces for Men & Women.

Solitaires (Big enough to cater your needs from 1Ct. upto 15 Ct. of Diamonds).

Recognized Wholesale Dealers in GIA Certified Loose Diamonds such as: Round, Oval, Pearl Cut, Cushion Cut, Princess Cut, Marquis, etc....

Custom made Halo & Non-Halo Mounts.

Wedding Bands for Men & Women

Authorized Dealers/Agents of the following Wrist Watches: FRANCK MULLER RADO LONGINES HAMILTON RAYMOND WEIL GUCCI CITIZEN (ECO-DRIVE/No Batteries Required) TISSOT

I learned a lot working here....hence, I know all about the Store...The best part is the Management who takes Good Care of the Prevailing & Walk-In Customers. ALEX, JERRY, SAM, RIZ & RAHIM are the Stars of MARC SAMUELS who brings the Happiness on their Customers Faces with their High-profile experience in understanding their needs and cater the same in the best possible manner.

JOE-The Jeweler, is a Perfect Guy to fix/repair your Jewelry.

Thank You Team for extending All Your Cooperation & Support during my tenure at MARC SAMUELS JEWELERS.

Last but not the least.... The Bossman ALI ZAMEER/A Celebrity Jeweler, a Versatile Personality a Kind & Caring Human Being... Thank You Very Much SIR for Your Love, Trust and Freedom !

With Regards,

ISMAIL ALI MOHAMMED (Spread Love & Peace Among...