Richard's Custom Jewelers — Local services in Hurst

Unacceptable customer service experience! I had a loose stone in my ring and took my ring to get reset. The work was completed same day, but to my dissatisfaction, I noticed that the stone was still very loose the next day.

I took back the ring to get it fixed. A lady working at the store was not apologetic at all (via phone and at the store) and made it seem like I was an inconvenience to her to bring the ring back. The jeweler took a look at my ring right away which I appreciated. However, the lady did not apologize for my inconvenience of having to return a second time and she did not try to make up for it by ensuring me they would have the ring quickly ready for me in no time. I had to ask how long I had to wait and if I should come back. After being disappointed on customer service, I asked if I could get some sort of store credit or some additional service to make up for this error which should have been fixed the first time around. She said that she was fixing the ring and did not understand what more could have been done. Still no apology. I expressed to her my disappointment in her lack of customer service, and also let her know that it was a 30 min drive to get to the jewelers from my work. She responded that it was not her fault that I worked 30 min away, and she also informed me that in this area, people had to drive to get to places.

I asked if I could speak to the manager. She said that I could wait 20 min for him to return. I asked if I could contact him my cell phone, and she said no. I asked if I could get a refund (I hadn't received my ring back yet so I thought it was an option to take the ring as is and ask for a refund). She said that she would give me a refund if I left my ring for about an hour so that they could shave down the prongs that were added, to return my ring in its original condition. She seemed to have no understanding that this was my engagement ring and that it had sentimental value . . . she seemed to think that it would be ok to propose to shave off a portion of my ring, potentially leaving my ring in a worse condition that I originally brought it.

I left the store saying that I was highly disappointed and she smiled and said have a great day.

After I left the store, the owner was kind enough to call me. He did apologize but what disappointed me was that he did not apologize for her behavior. Additionally, the only remedy he provided was that he would be happy to tighten my ring in the future if I needed and that he would be happy to give me a good price on the next visit. This was nice of him to offer, but since there was no next time after the disrespect I received from the lady, it was not something that helped me at all. It would have been much more helpful had the owner expressed to me that he was disappointed in his employee's lack of customer service and that he would work to remedy that.

This visit, my loose stone was not fixed so I had to make two trips. In my last visit, I had my rings replated and stones checked, and a week later, one of my stones came off. My last two experiences did not result in...

I first walked into Richards Custom Jewelers wanting to get a watch battery and clean my girlfriends locket. I spoke with two of the gentlemen behind the counters, told both of them what I was wanting to do. Upon informing the two men, they took the watch and put in a new battery, no problem. They also asked to see the locket. After taking a look at the locket, one of them men said "I can clean this. This isn't real silver" the other man took it from him and looked at it closer, saying "yeah this isn't real silver and anything we do to it, will just make it worse." Me being upset, and knowing how sentimental this locket was to my girlfriend, I decided to take a look at their selection of lockets to see if I could possibly replace it. After looking through their selection, I found one with the exact same engraving on the front of two intertwined hearts. But it was a 12MM instead of 18MM like the current locket. I said why not, and ordered it with the engraving that I personally had engraved on the back. A few days later, they called me and told me the locket was in. I went and picked it up and saw the front with the two intertwined hearts and was extremely happy. I paid for it, walked out, went home, and took a closer look. On the back under my engraving, it had a code indicating what type of silver it was, and it was stamped with "HONG KONG" directly under my engraving. I tried to return and the lady says she can't do a full refund, she can only give me in-store credit. Even though the picture that I ordered the locket based off of didn't indicate that this "HONG KONG" stamp would be there. Also the engraving that I had them do was messed up as well. Part of the engraving that I had them put on there was a date. I specifically told them dashes between the month, day and year. They put dots. A small error, yes. But an error nonetheless. But the lady insisted that I take the store credit because there's nothing else she can do for me. I took the store credit and got a watch instead. But all of that isn't even the worst part. The worst part is, I went to the mall the same day, took the locket into Kay jewelers to see if I could find a replacement, the jeweler there asks me "what's wrong with the one you have?" I tell him "it's not sterling silver, so I've been told" he asked me if he could take a look at it, he took a cloth to it, used some silver cleaner, and just like that the locket looked brand new. The two men and Richards Custom Jewelry LIED to me. Either they lied, or they're not educated enough in jewelry to tell whether or not something is sterling silver. They lied to me and I told them time and time again how important this locket was. They lied to me, took advantage of my lack of knowledge in jewelry, sold me an awful piece of jewelry, messed up my engraving, then their solution to fix it? Sell me a watch that costs even more money. Awful people, awful establishment. I will NEVER be...

I got my fiancé’s engagement ring custom made from this shop in October and we had to bring it back twice in the span of a month. The first time we brought it back one of the diamonds in the halo was poorly set so the diamond fell out. The second time, another diamond was poorly set and it fell deeper into the ring, making it appear like it wasn’t there. Another diamond sunk in about two months later and she went back in to have it looked at. I understand that rings go through a lot and eventually diamonds are likely to fall out, but this should not be happening multiple times within 1 month of purchasing the ring. She asked if they could take a look at the halo and just make sure it was structurally sound and fix the sunken diamond. One of the workers was very annoyed that she was back again in such a short time period, but she was too because she just wanted to wear her engagement ring without fear of the diamonds falling out. He was very angry that she asked if he could check the security of the diamonds, claiming that the jewelers there are amazing and could never mess something like that up. She told him that she knew the jewelers are amazing, but she was worried because we have had so many problems with the ring in such a short amount of time.

He proceeded to yell at her in the store and yell about how “arrogant” she was, and she “doesn’t know anything about rings so she doesn’t have no room to talk”. The owner came out and said “oh you’re the girl that wrote us a bad review on google, so why should I help you?!” He yelled at her about how horribly rude she was and that she knew nothing about rings and he then THREW her ring across the counter at her. We have not been back since. Today we went to another jewelry store because another diamond, this one on the side of the ring, had fallen out. We have had the ring for roughly 8 months. They inspected my ring and told me the prongs on the halo had been made too thin. They said it would need to be repaired or we would keep losing diamonds. We are disappointed in the poor quality of the ring and extremely disappointed in the poor customer service. We will not...