Rogers & Hollands Jewelers — Local services in Greendale

First let me start out by saying, I was over the moon for this ring. My fiance picked it out and I fell in love. He proposed on 4/7/19. A few days later after getting over my excitement of a long awaited proposal, I noticed gouges on two parts on the ring head. They were clamp marks from when they assembled the ring! I'm no jeweler, but I feel if I saw it with my naked eye that a jewelry inspector better darn well see it before they send it out! That ring should have NEVER been given to my fiance with those defects that were the fault of the jeweler. I then brought my ring in to be repaired, and it was absolutely devastating to be newly engaged barely a week and have to give back my ring. My uncle who was in the hospital actually passed away before I could get the ring back and show him. Fast forward to today where I was able to get my ring back and the metal is warped in some areas, and they severely undercut one side! To make it worse I was told that I was just seeing the reflection of the diamond in the ring by three people in the store. I saw it with my naked eye! They told me regardless I can have the head replaced, but it will be another 3 to 4 weeks. For a newly engaged woman, there's no reason I should have to give up my ring AGAIN through no fault of my own, but a jeweler's mistake. I also had to sign their claim ticket for satisfactory repairs to get my ring back, even though I asked to notate and pointed out the defects. It may not seem like a big deal to them because they sell rings and are around them every day, but it is very important to me! I guess I have to wait until the wedding band to get it fixed, but do I even trust them to attach my wedding band anymore? I tried to give them a shot to make it right, but it got ruined again.

EDIT 5/22 Contacting their corporate office does no good. After talking to about 10 different people with spotty communication, I got fed up and just wanted to return the ring. What a joke, I was told that it is now too late and I can either go to their "really good jeweler" in Brookfield on a Tuesday or Friday (meaning I would have to lose work for their mistake) or I can pick a different ring. The only time I ever truly got a sincere apology from one person inside the store is when I mentioned returning the ring. Honestly I don't feel comfortable with any person in this company crafting or fixing jewelry for anyone! This has been way too exhausting of a battle for me for what the COMPANY screwed up! They told me that they would now be happy to try a third time to "fix it to my liking" which all I wanted is for a brand new ring not to be damaged, this is nothing about "to my liking" as if it was a preference in style! Their solution was to file off material I paid for devaluing my ring. Somebody off the street is better off inspecting rings for these guys than anybody they employ! Customer service is an absolute atrocity. I would never treat anybody this way! They just care about their money and not the customer at all. I wanted to update my review so that I can hopefully prevent this from happening to someone else. Rogers and Hollands absolutely ruined what was supposed to be one of the happiest moments in my life, and they don't care. I told them I'll be contacting an attorney and the response was "I'll just tell our legal team to expect...

I visited the store today to look for pendants for my granddaughter's sweet 16 birthday. A women showed me a catalog of various sweet 16 pendants that I would have to special order. I picked out the one I liked ($87), and told them I wanted to check out other jewelers in the mall before I decided. Since one jeweler was still closed and obviously the others left the mall, I returned to Rogers and asked the women to order the pendant for me. The women started to fill out the form when I told her I had purchased items before and I may already be in the computer.

My clerk walked over to the register/computer and was there for a while whispering to another woman which I thought was odd, then my clerk returned to me and told me they had to charge me an additional 10% since the catalog they showed me was not current and the prices changed. I was never shown the current catalog to see what the new price actually was They just added another $8.70 to the bill. I asked if they could discount it or something, and she said NO. I didn't like the attitude with how this was presented to me. So when she asked me if I still wanted it, I said I did not and left the store.

Sorry, not happy with how this store operates or how their employees operate. Maybe read the date on the catalog before you quote prices from it. So for $8.70 they lost a sale and a customer. Nice job!

**Your "canned" response was for me to contact you to discuss this with guest services by filling out a form, and you look forward to speaking with me soon.

Are you serious? Why would I need to fill out a form in order to speak with you? You don't have phones? I looked at your form and it asks for me to explain the situation. I thought I already did that with my review. What else could you possibly want to know? There is nothing you can do or say to remedy this situation. I ordered the same pendant online and I received it in 3 days versus your 3-4 week promise, and it was at a lower price.

You made a mistake in reneging on your price offer. Nothing more...

If I could get them zero stars, I would. My grandson spend thousands of dollars an accustomed made Engagement ring. First, it took her about three months before she got it. Then, when she got it, she had to go back because one of the stones fell out. Then, a few weeks later, she had to go back again. Cause the center diamond, the big one. Was wiggling and loose. She's been back at that store three times to have her ring fixed due to their negligence. They would tell her it would be ready within a few days, and then they'd tell her the jeweler's. Not in or they'd make up some stupid. Excuse why she has to wait two weeks or more each time. Do not waste your money on rogers and holland they do not do quality work, they don't stand by their word. P.S The third time she had to go back in was just about a week ago and they told her it would be ready on that same friday. Again, it's not ready they told her.It's going to take another week because the jeweler isn't going to be in. This place should be ashamed of themselves. And I can't wait to go in with my grandson's fiancé. When she goes to pick up that ring. Because I guarantee you. If anybody is going to be in that store, they all gonna be hearing me. If I can discourage even one person from purchasing any jewelry from this place. I will be happy to know that they can go.Elsewhere and get quality work. Rogers and holland should be ashamed of themselves. And to think I was going to have my wedding rings set into a new setting here, not no more. Every time she's been in this store. The manager even helped her the last time. So I don't see calling here.Little eight hundred number is gonna do anything either. But nice. Try to make...