Na Hoku - Hawaii's Finest Jewelers Since 1924 — Local services in Honolulu

EDITING from 1 star to 3 after Na Hoku reached out to offer a better solution than the one described below, and apologized that earlier communications weren't clearer or timely.

My partner and I bought a beautiful aquamarine engagement ring at Na Hoku when we were on vacation in Honolulu. Less than a month later, one of the prongs holding the center stone broke – I was devastated my perfect ring didn’t hold up even one month. As quickly as I could, I went to my local jeweler who I trust to get an estimate on the repair – a range of $150-300 estimate. What’s worse, he told me that I never should have been sold aquamarine as an engagement ring because the stone will eventually show smudges and get dull with daily wear over time.

I initially got in touch with Na Hoku’s customer service by email on 3/26, and their first reply was prompt, within a few hours. After I immediately replied with the information they requested, it was a full day before I heard from them again, and their follow-up email was completely opaque, asking me only to return the ring for evaluation and for some extra information. I responded that sending the ring back with no idea what the timelines might be or what would happen if it can’t be repaired was very uncomfortable for me. Two days after I sent that response, and one follow-up, I still had not received any reply.

I work full time, I’m in a graduate school program during nights and weekends, and I’m in the middle of a cross-country move, so until 3/29 I did not have the time to sit on the phone and was relying on returning emails as quickly as I could while multi-tasking through the rest of my life.

When I finally had time on 3/29 to call Na Hoku, I was told the ring would have to be sent to the original manufacturer for evaluation, so the timeline would be 8-10 weeks. I responded that that was not an acceptable resolution to me. This is my engagement ring. If I have to wait 10 weeks for it to be returned, I’ll be without my engagement ring for almost 1/4 of my actual engagement. My local jeweler can fix it in 7-10 business days – but was informed if another jeweler fixes it, the warranty is void. The customer service representative was unable to offer me any other resolution or transfer me to anyone else who could help me.

At this point, I’m extremely frustrated and emotionally conflicted. On the one hand, this is an extremely meaningful piece of jewelry to me. In the very short amount of time I was able to wear it, I got very attached to it. On the other hand, I’m bitter in learning that it was never going to last my lifetime as a daily-wear ring anyway and angry that Na Hoku’s salespeople sold it to me knowing that was my intention.

Ultimately, I want to be wearing my engagement ring for my engagement as soon as I can be. Maybe this is not the right ring. I will accept written confirmation TODAY (that is, before close of business Central Standard Time) that if I return the ring, I will receive a full refund. Otherwise, I will pursue some resolution of my own with my local jeweler AND pursue reimbursement from Na Hoku for any...

Of all the places I should have felt comfortable buying my wedding band after buying my engagement ring on mainland. Traveled here to be married and buy our rings and we find a rude... Unhelpful and very upitty manager dictqtating to her employee how I can upgrade my ring .. Or better yet.. . After committing to buying over 6 thousand dollars worth od nahoku jewelry this women looked down on me because I look young and was buying a ring for a gay wedding... This was a truly unpleasant atmosphere .. One of.. I don't care if your here for a wedding or not, you look poor... Lol I assure you I am not... My advice... Get rid of the ugly piece in the set... Her nasty and rude attitude sent me to Cartier! No more nahoku for us! Well spend our money where it's...

I haven’t seen fine jewelry this well-done in a long time. I am really picky about jewelry, rarely finding anything I’d actually buy. At Na Hoku, I wish I could have purchased a dozen pieces because the jewelry is really so beautiful! I found a unique carved mother of pearl pendant and a beautiful pair of gold pearl earrings that I will truly treasure.

The customer service at Na Hoku is also exceptional. The lady working there wrote down style numbers in case the items weren’t available online and notified me that shipping is free as well.

Overall, great experience with beautiful, high...