Fountain City Jewelers — Local services in Knoxville

I went to Fountain City Jewelers after reading their reviews in hopes of selling my engagement ring. Initially I called to see if an appointment was necessary and was advised to just stop on it. That Saturday I arrived and was immediately greeted by a young man offering to help. When I told him why I was there he directed me to another gentleman stating that was his area of expertise. I handed over my precious ring and he began to evaluate. While doing so about 4 other customers came in ALL of which were immediately addressed as soon as they stepped in the door and advised that there may be a slight wait. I was very impressed by the level of customer service everyone was receiving. After evaluating my ring, the gentleman helping me asked that I complete a card for my information and he’d run the details of my piece by the owner when he returns. Later that afternoon, I received a call from the owner stating he’d like to view the ring. He offered to have me text over pictures or stop in the following day which happened to be a day of closure. I went in the next morning and met with the owner. He was very friendly and incredibly knowledgeable. He even showed me stones on an app that he was comparing mine too and talked me through the process of buying. Ultimately he offered me a fair price for my ring and so it was sold. This process was emotionally difficult for me however the entire staff at Fountain City truly made it as quick and painless as possible. I HIGHLY recommend!!

Updating to capture my incredible recent experience… 11 months after selling my engagement ring to Fountain City Jewelers, I made a call back and asked if there was any possibility they still had my ring. I had felt like I made a mistake selling it. The gentleman on the phone asked me if I had any pictures of it and if so could I text it to him. He said he’d get with the owner and get back to me on it. I text the light box video that they had sent me when I sold it. Four days later I received a call from owner Mark Enix….he had found it!! While he no longer had the center stone he did have my setting! Mark said it’d be very easy to put another stone in the setting and could even assist with that if I wanted. He went over a few stones with me and sent me pictures of the stones in my setting. Once I chose an option he shipped my ring out within 48 hours. He offered me a very reasonable price and I was sold! Everything was done via phone and I couldn’t be happier with my ring! The Service That I have been provided by Mark and his team at Fountain City Jewelers is top notch! I will continue to recommend them for anyone’s...

I had a mixed experience here. I want to explain what went wrong and what they did to make it right. I brought my ring in after the diamond fell out of the setting. This setting was done by another jeweler, so that’s neither here nor there. I worked with Ashley to design a new ring with the existing band. She was patient, knowledgeable, professional, and helpful in designing my new ring. It’s better than anything I could have come up with on my own. That experience was top notch in every way. Now for the not so great part. I was told my ring would take 3 weeks, at the longest, to complete. When that 3 weeks came and went I called to see what the status was. I was told it was nearly complete and would be finished hopefully in a few days. That time came and went. After another 2 weeks I called again. This time I was told the ring would be finished that day, at which point I would receive a text letting me know. That day came and went, as did the next 2 business days without a text. When I called again and expressed my disappointment and to let them know that this was not acceptable, I found out that the ring was in fact completed a few days prior. There was a breakdown in the system, and a text was never sent. After 6 1/2 weeks I finally picked up my ring. I will say that the owner gave me a huge discount to make it right, which he didn’t have to do. I don’t like not paying people for good work. I wasn’t looking for a deal here, but I think that the perpetually extended deadlines, lack of communication, my needing to follow up multiple times, as well as a lack of follow through on their part made for an unnecessarily negative experience. At that point, his offering this discount was his only recourse to make things right. I acknowledge that, and I appreciate it. I’m hopeful this was an isolated incident that won’t happen to anyone else in the future. Everyone there was wonderful to work with, and they do great work. It was just poor communication and client expectation management that was the...

Maybe it was an off day but I waited quite a while to write this review. My watch was brought in here to have the battery changed and upon arrival to pick it up the service person had no recollection of my piece nor it being dropped off. After my watch was located there still hadn’t been a battery change so the service person said he’d do it real quick. Another service person offered to dip my wedding rings as we waited. Not really familiar with the dipping process I should’ve known that a proper dipping takes, at least, 24 hrs. They returned with my watch and had deeply scratched it where he tried to pry it open with his tool. My husband said something and his response was that scratching while repairing is normal but he’d try and buff it out. I was very displeased and thankful my husband was there to say something. Upon the return of my freshly dipped wedding rings I immediately noticed how dark they were which wasn’t the finish they were when I handed them over. I was crushed and just wanted to get out of there. The longer I looked at my rings the more upset I got. The next day I took my rings to Markmans, whom we’ve worked with before, and they offered a couple options to fix whatever dark finish they put on my rings. Markmans did such a fantastic job fixing fountain city jewelers mistakes. I was beside myself and couldn’t even bring myself to confront Fountain City Jewelers because I didn’t feel there was ANYTHING they could offer me that would’ve fixed it. The trust was lost. I’m surprised with my incredible horrid experience that they have almost 5 stars. Goes to show, not to always believe the ratings on google. I should’ve done my research and won’t ever step foot in that jewelry store again. Thank you to Markmans for so graciously restoring my wedding rings and fully buffing out my...