Diamond Exchange of Kingsport, LLC — Local services in Kingsport

June 1st 2023 - @ 10am started off well. Was super accommodating as I was leaving TN to drive back to Florida the next morning. Mind you the rings were not purchased from this store.

Received a text around 2:48pm that the rings were ready, came around 4:30 - the band was GREAT zero imperfections. However the wedding ring that had a stone inside the inner band was missing. I was quickly told that I had brought it in like that. I had the ring for 1½ days, hardly wore it as it did not fit properly hence coming in for a resize which was $109.50 for both. I was so confused and appreciative that they were able to even get both my rings resized same day as they have stated being backed up from Mother's Day. My husband was like well they just damaged my grandmothers ring that she just gave to you.

4:30ish My husband called to speak to Billy (the owner) & was told he was busy with a customer that he would call back.

5:30pm Spoke to Billy. We agreed in the morning when they open to stop by.

6:30pm Billy called my husband stating how there was a stone found and that we'd come in the morning to tend to the situation.

June 2nd (the day I was suppose to leave TN) my husband took my ring inside at 10am. Billy stated he'd work on it immediately. After waiting all day I did not hear anything.

June 3rd My husband went in to pick up the ring. He was told that they couldn’t get the stone set inside and that he didn't know where the stone was and would have to look around and make phone calls to locate it. My husband was upset and demanded to have the ring and stone back.

My husband handed me my ring, said Billy wasn't in, they couldn't fix the ring and couldn't find the stone.

It feels like it got treated like junk because it wasn’t purchased jewelry from them. This is the third time it was handed to me incomplete. Now I have an empty hole inside the band, semi warped spots, scuff/file marks and indentations. Like if the stone couldn't be placed in I don't understand why then not clean up/ buff/polish the mistakes out, the previous time it was handed over at least it was professionally completed it just had a stone missing. But this time it was like an unfinished project and unacceptable to hand back to a customer this way.

I grabbed the ring from my husband and went inside. We were refunded.

My husband called to ask to have Billy call him when possible today June 3rd. He received a phone call 11:04 am from the store and they stated Billy is on vacation until the 10th & is NOT receiving calls. Like how ironic - you start a task and can’t finish it. The situation is shady, careless and unprofessional.

Overall .. It doesn't matter whether the stone was real or fake it's the fact that it was not brought in missing. I was accused I brought it in with out it meanwhile you guys “found” it.

I would not suggest taking your jewelry here. But if your captivated and mesmerized by all the good reviews for this store then I HIGHLY suggest you take photos or videos of items you bring in and have them note some stuff on the receipt copy they provide back to you. That way there is no miscommunication or false accusations. Just be mindful of your possessions. I brought my ring to another jeweler and they couldn’t even make sense to what had...

DISHONEST!!! We dropped off 3 watches for battery replacement along with a bracelet missing a pin for repair. The clerk told us it wouldn't take long, so we said we'd go to the grocery store, and she said she'd text us when our watches were ready and someone could examine the bracelet. We were the only customers in the store at that time, a weekday morning, and there were at least 4 employees working. Over 3 hours later with no text received we stopped back in. Our clerk was coming back for lunch, and spotting us she blurted, "Oh I forgot to give anybody their stuff" to 2 co-workers. All the employees except one (who was with a customer) rushed over to the repair area and started taking out our jewelry. We protested that we had frozen food in our car and couldn't wait. A gentleman came over and apologized then LIED, "We've been very busy, we've been slammed," instead of acknowledging our clerk's mistake. Also, when we first came in there were no other customers and on our return only one, and both times employees were standing around chit-chatting. Slammed??? We would have accepted a sincere, TRUTHFUL apology, but his lie? No. That confirms that Diamond Exchange operates...

I took my wedding ring in to be resized, polished & engraved. The young lady up front was very friendly and accommodating. I had wanted my wife’s and my name engraved with our wedding date on the inside of the ring. She was very courteous and knowledgeable and made some great suggestions. In the process the owner of the store stopped what he was doing and explained the process. Needless to say, I had Diamond Exchange do the work and the end result was better than I could have ever imagined. While I was there I bought my wife a beautiful pendant necklace for our 41st anniversary. She was impressed but I had to give credit to the young lady at the store who helped me pick it out. There were 4 workers in the store that day & every one of them was helpful, knowledgeable, and professional. Going forward I will never deal with another jeweler. THANK YOU DIAMOND EXCHANGE FOR A WONDERFUL EXPERIENCE!!! Signed, Ed Leeson - satisfied...