Underwood Jewelers — Local services in Jacksonville

In 2023 we put a 4-carat oval diamond solitaire with accent diamonds on layaway Memorial Day weekend. We made payments on the ring until we picked it up Labor Day weekend. The main reason we decided to buy the ring at Underwoods was because our salesperson, MaryLou, told us that if we ever decided to sell the ring, that Underwoods would buy it back for the value that we paid for it. When we picked it up, we received no paperwork with the ring. The appraisal had not arrived by November, so I called and spoke to Marylou. It arrived about 10 days later. There was nothing on the receipt or the appraisal stating a warranty period or the buy back that was promised. Because this ring was a surprise to our family, my wife didn’t wear the ring until Thanksgiving. The week after Christmas, she was wearing the ring around the house and the diamond fell out. To say she was heartbroken was an understatement. She was terrified that she had almost lost our major investment. We took the ring back to Underwoods. We mentioned to the salesperson that yes, we had purchased the ring there and that Marylou was our salesperson. She called Marylou over and said, “I hope you have it insured.” My wife said, “I do, but I don’t want to file a claim for it because they will raise my premium.” My wife explained that she wondered if the setting was too light weight for a diamond that size -reiterating that she had worn her 2-carat for 30 years and never had an issue. Marylou’s comment was “These big diamonds get caught on things all the time.” Marylou wrote up the ticket to get it repaired and that was basically it. She offered no sympathy or empathy at the distress my wife explained about being worried that the setting was not very strong. We asked the question about the ring being under warranty and about the buy back that was promised. Marylou said that there was no warranty because that was what the insurance was for. She also stated that the buyback would be for the “forever mark” diamond because they want to make sure they get those back, but it wouldn’t be for the setting. Marylou’s attitude was aloof and impersonal during the whole interaction, leaving us to believe that she was disappointed that the diamond was found and we were not filling an insurance claim to have the whole ring replaced. She called a few days later and told us that the jeweler would not repair it because it was too badly damaged, so they were sending it back to the manufacturer. We were called a couple of days later and told we could pick it up. When we picked up the ring, we mentioned that Marylou had told us about the buyback and we wanted to make sure that we knew how much we would be leaving to our heirs when we passed. We also asked this salesperson about a warranty and she said that it is usually a year on this type of ring. Again, nothing in writing. There was no charge for the ring repair. My wife was still very frightened to wear the ring because when it broke, she had not felt it catch or tug on anything. She just looked down and saw the empty setting.

In February, I took the ring back to Underwoods and asked to return it. Marylou told me that they would not give me a refund but they would take it in as an exchange for one of equal or greater value. I said, “That is not what you told us when you sold it to us.” I told her that I wanted a full refund because the setting is too fragile and my wife is afraid to wear the ring. I asked to speak with the manager and she told me directly that they would not take it back after 5 months – again nothing was in writing. We were about 2 weeks past the 5 month mark. They basically said, too bad. I explained that Marylou was a sales machine who will tell you anything to get you to buy something. It feels to us like Underwoods sells inferior settings and encourages you to get insurance, so they get another sale when the mounting fails. Very disappointed. Don’t risk your investment by purchasing from them. Buy from someone who gives at least a one year guarantee and stands behind...

Apologies in advance for the verbose review... but the history adds an extra dimension to my experience. 25 years ago as i was only a few years removed from college my wife and i learned we were going to have our first child. as a token of our special event, i wanted to get her something VERY special despite being on a 'early in my career income'. went to underwood's in san marco and tried to find something that would be a forever keepsake for my wife. fell in love with a 2tone ladies rolex perpetual. it was not something i could purchase immediately and didn't want to put it on credit. fortunately i had many months to collect the finances until the baby was to arrive, so i put it on layaway. each month i'd go in and pay towards my token of love and appreciation. actually had it paid off about a month earlier than expected, which was a good thing because our daughter was born 4 weeks early! after coming home with our first child, i PROUDLY presented my wife with her rolex.

3 years later when we learned we were having our second child, i wanted to better the gift in recognition of our next baby on the way. told her i was taking the watch in for routine service - but in addition to the service actually arranged for them to upgrade it to be diamond-faced. also had them engrave both our our children's birthdates on the backside of the watch case so she was able to keep those dates close to her. Underwood took care of it all, including the engraving. it was beautiful!

fast-forward 25 years and my firstborn daughter who's birth i bought the original rolex to commemorate - got married last week! again, another life event i wanted to gift my wife with something special... so i returned to underwoods in san marco and shopped for something different.

being kenny chesney fans in one of his songs he actually sings that 'the good stuff' is when a father gives his wife a string of pearls when their child married a high school sweetheart. perfect, since we originally had tix but had to miss his concert in tampa the week before the wedding because it conflicted with our final wedding preparations. anyways... i went straight to the pearl counter and worked with Mary Lou Jones and let her guide the way. Mary Lou educated me on the quality of the brand of pearls i was shopping and i selected a beautiful strand with her assistance.

i gave them to my wife after we got home after the wedding reception, which went off without a hitch. my wife was touched beyond words, again thanks to Mary Lou and Underwood. Mary Lou helped me hit it out of the park! many thanks to working with her in the store and via text messages over the course of our final days as my daughter's wedding day approached. will certainly be back to visit her for my jewelry needs! a quality jewelry store with the best in luxury brands which has served me well from early in my professional career to current. i'm a very happy customer of...

When you enter Underwood Jewelers, you can tell they have a passion for fine jewelry and luxury watches which melds seamlessly with a rich and storied history within the Jacksonville community. However, the moment you engage with the staff you quickly realize their focus isn't the jewelry or watches they sell, but the genuine relationships, the heartfelt commitment to customers, and the enduring connections with the community. Each time I've entered the store, I recognize that for their team, the greatest treasure is not just in their cases, but in the smiles and satisfaction of those they help.

At the heart of Underwood is their exceptionally personalized service. Mary Lou in particular has been indispensable in my watch collection journey. She remembers our previous conversations with astonishing accuracy, ensuring that every recommendation and piece she presents aligns perfectly with my tastes and preferences. Her commitment to her clients goes beyond the norm, making every interaction both enjoyable and fruitful. Mary Lou has been more than just a salesperson to me. She's been a friend, making me feel like I'm part of the Underwood family. She has remained pivotal in the expansion of my prized collection.

While Mary Lou makes Underwood Jewelers stand out to me, the entire team, including Michael, Melissa, and others contribute to a warm family-like atmosphere that is rare in today's retail world. They make sure I feel valued and understood, creating a sense of community and trust.

To me, Underwood Jewelers is more than a store; it's an experience enriched by devoted staff like Mary Lou and a staple in our community. Their expertise, selection, and unwavering dedication to customer satisfaction make them indispensable for both avid collectors and first-time buyers. I'm deeply grateful to Mary Lou and Underwood for playing such a vital role in my collecting journey. A rare gem in...