Rogers & Hollands Jewelers — Local services in Joliet

If I could give zero stars, I would. I came into today to get my ring cleaned, specifically steam cleaned and I wish I came in about ten minutes later or on another day. I called yesterday and spoke to a woman that said I could do so since the jeweler will be here around noon and can steam it for me. My ring rarely ever gets really clean when I come in for a cleaning as the way the main stone is set in a crown/caged setting and it always looks cloudy but, the surrounding stones on the band are always sparkling when "cleaned". After having my ring for almost 4 yrs and never having it steam cleaned by a jeweler before, I was really looking forward to seeing my ring sparkle. I walked in and another customer was being helped by a gentlemen while the other lady behind the counter took a minute to notice me or bother to address me. I'm still kicking myself for not catching this lady's name but she had short blonde hair with purple tips. After what seemed like she pretended not to see me two or three times she asked if she can help me. There was no smile, no "Hi", no personality what-so-ever. I can immediately tell that she was not in a good mood and/or didn't want to be bothered by me. I told her that I called yesterday and was told that I can come in today to get my ring steam cleaned by the jeweler. She looked like I was speaking a foreign language for a moment and then asked to see the ring. She proceeds to walk over to the middle desk area where they normally would clean jewelry, cleans it for a minute or two and then walks behind the counter to what I assume was the jeweler in the back. I hear a loud machine "steaming" sound for maybe 5 seconds at most and she comes back out with my ring and hands it to me. I immediately can tell that the main stone was still the same cloudy, dirty stone. I asked her that I wanted it to get steam cleaned?! She said that she did just now by the jeweler. I replied confused stating that he steamed it in a few seconds and it still looks very cloudy. She asked if I'd like him to steam it again and I said yes. Now I'm getting the feeling like I'm being an unreasonable customer because I'm asking to have my ring cleaned properly and she seems irritated. So this time I hear the steam going on for maybe a minute long and she goes back to the middle desk cleaning area and proceeds to hand clean it for about another 5 minutes. In between this time, the other gentlemen was now free and saw me standing there by myself and with a joyful smile, asked if I needed help with anything. I told him I was being "helped" but, I only wish I would've gotten him to HELP me instead. She finishes with my ring, hands it to me without saying a word and it did look a little better but, in all honesty, I wasn't happy with it as I can still see the cloudyness in the main stone, even though the surrounding stones were cleaner. At this point, I'm already tired (as I'm 8 months pregnant), frustrated and getting really irritated and impatient with her lack of customer service. I just looked at it and said thanks and couldn't wait to get out of there. Mind you, I have always loved Rogers and Holland since my husband and I bought both of our engagement n wedding rings here 4 years ago (at another location). I've only purchased one thing from this location before however, I've always gone to different locations to get our rings cleaned over the years and have NEVER been treated so poorly; as if I was a burden. To be completely honest, I went in with the mindset to look for a ring to purchase (soon) to commemorate our first child being born and wanted to look for a simple blue topaz ring as a "push present" from my husband. I've always loved the unique designs that R&H has as I knew that other jewelry stores just wouldn't have the same selections. I actually saw a few that I REALLY liked but, after this experience I had today, I literally walked out and went into 4 other stores hoping I would see something similar worth purchasing. Unfortunately, I didn't. I'm hesitant about coming to this...

Dropped off a necklace for my stepdaughter that was rhodium plated and had turned black under warranty. Was told it was being sent out to be replated and given a pick up date. A day before the pick up date we were called and told the replating could not be done in house. That it would take a month to be shipped out to corporate to be completed. Explained that the jeweler only looks at the jewelry a day prior to the order due dates even though we had it left there for a few weeks at this time. Could not speak to the manager as he was not in. Told by employees that they would direct him to call. No phone call occurred. Was called again and explained that the necklace could either be replated or replaced. We stated to replaced it as it was already over a month an a half at this point asked to speak to another manager at this time. No phone call. Was called and told the piece was ready and good for pick up. Sent our 16 year old in to pick up her necklace thinking it was a brand new piece of replaced jewelry. She was told apparently informed of the warranty but that it was replated. Reviewed the necklace that is still black. Walked into the store and was told it is our fault for sending a 16 year old in that she was authorized. Wasn't checked for her id for age and wasn't told to ask for her parental for authorization. Employee then walked up and said that everything the manager had previously told us was incorrect. Now we have to wait another month for a replacement that he just blamed on his other employees for his lack of communication or management. We will be calling corporate and never shopping with Roger's &...

I was in the market for an engagement ring and I searched all around Kay, Zales, and others to find the perfect one. I walked into Roger's & Hollands and I was instantly greeted by Sue! I'm a beginner when it comes to diamonds but Sue sat me down to explain the differences and educate me thoroughly. She provided all variations of the shape I was looking for around my price point.

After asking if they do custom orders, Sue referred me to Brad who has 30+ years in this industry, and was also the best person to speak with! He asked what I would like done to it. Keep in mind I'm a novice, so I responded with simple shape, color, etc. Brad is the real deal compared to other companies out there. He showed me what a real custom order looks like and wow was I taken back on how much he can play with the ring. He edited how the ring looked on screen and showed me every basic, or advanced technique he can modify. Compared to other customizers out there, hes the only person to fully customize your jewlery, and provide a good price for the quality! There is nothing Brad can't create!

I'm glad I made a purchase with this great company! Although I didn't order custom, it's always good to know he can modify them in the future. I'll definitely be back soon to meet with...