Rogers & Hollands Jewelers — Local services in Kentwood

I plan to take any and all future purchases to literally ANYWHERE ELSE, and would encourage you to do likewise. Let me tell you a story about why.

(tl;dr, they can't do their jobs, my ring came to me scratched and badly set, then fell apart within a week of being "repaired", twice.)

My fiancee and I went to look at rings a few months ago, and I guess it just wasn't a busy day. When we came in, one of the salesmen was really nice to us, gave us a lot of attention and answered all our questions enthusiastically. It was a pretty nice experience, and we decided to come back to buy the ring I wanted. About a month later, we come in, and he isn't there, but Julia, the store manager, is. She helps us out, is pretty friendly, but is less about what we want, and doesn't spend as much time listening to our preferences. We end up choosing a different ring than the original, but I also ended up liking the design more. My fiancee orders it, pays, we get very excited. We did not have the time delay that a lot of other reviewers have experienced, thankfully. However, when my ring came in, it was kind of a wreck. We had chosen a ring with seven small diamonds on the band and a half-beveled sapphire set in the center, slightly raised. The only thing they needed to change about the ring was taking out the center diamond and putting in the sapphire. When we got the ring, the sapphire was off-center in the setting, and the supporting diamonds in the band were set unevenly in the setting, even though the jeweler (Todd) didn't need to even touch them. The setting around the diamonds was actually very scratched/torn up, like he had taken some pliers to it and never bothered to polish it up. My fiancee noticed it, commented, and they assured us that it would be fine, so they went ahead and took it home, and proposed.

Within a literal week, one of the diamonds popped out of the setting, when I set my phone down. I work in a lab, so the most hazardous thing that ring has to handle is being put under a glove. We brought the ring in, and the staff was busier that day, and didn't really pay any attention to us for quite a while. Then, when they actually talked to us, they were only mildly apologetic, and said it would be fixed in two weeks. When we came back, the diamond was back in the setting, but the scratches in the gold and the offset sapphire were very much present. We chose not to pick it up, but to instead have them take it and ACTUALLY fix it, and I requested a different jeweler, if possible, since Todd didn't seem to be able to, or desire, to do his job. A week from that, the scratches are mostly polished up, at least around the setting, though it's DEFINITELY not perfect, and the sapphire is more centered, though also not perfect. I noticed one of the diamonds is set higher than the others, and I ask about it, and they assure me, several times, that it will be fine, and I decide I want to actually wear my ring, so I unhappily take it home.

within 5 days, not one, but TWO diamonds pop out, one while i am washing my hands, and the other when I am pushing the diamond into the cushion of the ring box.

I emailed and called, and have not gotten any response yet. It's been three days, and I am BEYOND DISAPPOINTED. These people seem nice enough, but they can't do the work. The salespeople apparently don't know enough about their products to recognize when they are going to FALL APART, and the jewelers are either unskilled, or just not committed.

To reiterate, I plan to take any and all future purchases to literally anywhere else, and would encourage you to...

Disrespectful, condescending, unprofessional staff. I’m never coming back and won’t let my friends buy here either.

What a painful process! First approached the rings the sales staff asked me some questions what I was looking for. Very early in the conversation the sales lady told me I was wrong about the ring I wanted! I was flabbergasted! I know exactly what I want, how can I be wrong about that? So I decided to be a tough customer, asking hard questions. Clearly she and her manager didn't care for me. As I maintained a professional and respectful manor, a male sales worker approached and took over, probably seeing the apparent conflict. Anon, from Chili was very respectful and helpful. I ended up buying my engagement ring from him at Roger and Holland in Grand Rapids Woodland Mall. Their selection was fine and the warranty was good. I got a good deal on the ring, He was in the Marines, I was Army, and so we had a common bond. I think that helped.

The second incident was during the second time I came back to get the ring sized with my fiancée. The only other male sales associate with lots of hair, talked to my fiancée like she was a naïve young girl. My fiancée is 27! Again, blown away at the lack of respect and down talking from the staff! We were told to return Monday. Several days passed, when we did return we were told to return another day as were misinformed. So we returned at the new day we were told the ring would be ready. It wasn't, but by the third time we finally got her ring back. But when we got the ring back it wasn't sized properly. My fiancée couldn't not wear the rings together. Since the ring was a bridal set, meaning the engagement ring came with the wedding band. The set twisted together, making a beautiful trio of diamonds. The wedding band was made smaller than the requested circumference, so we went back to get that adjusted.

When we returned to get my fiancée’s ring readjusted we approached the sales manager. We informed her of the sizing issue and what we would like done. She immediately disagreed with us, explaining that is how it’s supposed to be. We then showed her how difficult it was to wear the ring because of the improper sizing. In a condescending high pitched voice she continued to tell us that it was fine. So we had her try to take off the ring of my fiancée’s finger. She struggled and had to pull so hard it left my fiancée’s skin very red and irritated. That’s when I spoke up and she finally agreed to go through the process of getting it re-sized again. When we got back to our car my fiancée cried over the lack of respect and unkindness displayed. I just hope that the ring is correct so we can never have to deal with these people again.

Worst purchasing experience I have ever had! As a man who studies business, and an entrepreneur, I couldn't believe the corporate culture that exists here. I have served in the military for 9 years, with two combat deployments to Iraq and Afghanistan. I can take a lot of poor treatment and let it roll off my back. But this was so bad, it made my fiancée cry! She just wants to be happy and excited for our engagement. This is the first time I had to write a letter to a corporation and tell them my disgust. Shame on you Roger and Holland, for treating your customers this way. You owe my...

I don’t know where to even begin with the runaround that this company has given me on my ring. I received my ring from my fiancé last March. I went to get it resized and they did a botched job. It was completely oval. We went in and told them that this was completely unacceptable. Cassandra who had helped my fiancée in the beginning ordered a new ring in the correct size so that it would be fixed. Once we got the ring back I realized there were two less diamonds (one on either side) and the diamonds looked smaller. I showed her a picture of the original ring compared to this one and the excuse was because they ordered the new ring in a smaller correct size that they had to take diamonds out. Ummm hello?!? Did we not pay for those diamonds and you’re going to take two out and not say anything?!? That was the first shady moment. She then said she would reorder the original ring with the correct amount of diamonds on each side. Well when that ring came in the head on the ring was incorrect. It originally was 6 prongs and this was 4. They then replaced the head. Fine. Great well that’s not the end! This January I noticed that the head was dark in areas. Mind you I go and have my ring cleaned often and always take it off when putting on lotion or washing my hands. I went into the store. Some girl working looked at it and blamed it on the cold weather. I told her that was a cop out answer. They said a rhodium plating should help. So we did that. Two weeks later the dark saudering spots were back. Not they are giving me the run around to get this fixed. Telling me I have to send my ring in for it to be rebuilt. Number one, I don’t trust that I will get my ring back and then I have nothing to compare it to. And number two I am not going to be without my ring for 4-6 weeks as my wedding in less than 90 days away! I was told my Cassandra that she was going to get measurements of the ring and have it rebuilt. Two and a half weeks later I get a call from Mitch saying that’s not happening and he had no knowledge of it. I have been dealing with this one issue since January and it’s now March with no solution!! This company does not care about their customers. They product is fault. Their work is faulty and I will warn everyone to stay far far away from this store! I would hate to have someone else go through the headache...