Thacker Jewelry — Local services in Lubbock

I have waited a few weeks to write this review & take time to process exactly how I was treated, the details surrounding the situation and let the dust settle I suppose so I'm not writing purely out of anger. I have purchased not one, but two rings from Thacker. Each experience was pleasant. I would always speak highly of this jewelry store. Recommending it to anyone who asks about my ring. Until now. I had been in communication for several days with one of the women, same woman each time. My original call was to ask if they did any buy-backs. The first conversation was "let us think on it, and look at your paperwork to see what you have". Understood and waited. The second conversation I was asked to come in so they could look at the diamonds and make an offer. Now understand I live over 2 hours away. She knew this. The only reason we had inquired about a buy-back situation was because my 2 year old son had suffered a massive seizure, and he had been in the hospital for over a month at that point. Medical bills were pouring in and we were clearly desperate, parting with my wedding ring was a difficult idea to comprehend to begin with but it was a sacrifice I was willing to make for the sake of our family. And the woman at Thacker knew our circumstances and life events surrounding this decision and inquiry. I got in my car the following day and drove the 2+ hours, to only walk in the door, be greeted and told "we do NOT do any buybacks under any circumstances", I explained why I was there, whom I spoke with and almost instantly broke down in tears because I could not believe this was happening. I was told "well sorry she's busy in the back and I'm not able to pull her right now, we also just went and bought diamonds so yours is of no use to us". I was dumfounded. Less than 24 hours ago I was being told the complete opposite. I was ASKED to make that drive? The unprofessionalism, the tone of voice she was speaking to me with, the waste of my time, more waste of my money, the false hope they gave me asking me to come in...... I will never in my LIFE have anything positive to say about this store, esp the employees, the game they played with my emotions during such a difficult time. How dare you. And how dare that employee who sits at the front - in the middle of the room, speaking so coldly and callously to customers. Thacker is not what it used to be 5 years ago. That I know for certain. The impression I'm left with, zero accountability for what I was told over the phone.. that woman refused to come to the front. They are nice if you are purchasing, cold when not. Never again will I ever do business with Thacker. I will steer everyone away from them when given the chance. I will tell my experience until the day I die when I hear this stores name in my presence. Business is business, but when deception and greed come into play, that is all you will ever...

My fiancé and I have now had two very disappointing experiences at Thacker’s, both involving the same associate, Teresa.

The first visit was two years ago when we were ring shopping in Lubbock while visiting my family. We stopped in about 30 minutes before closing. We weren’t greeted or helped right away, and when we were finally assisted, Teresa seemed unimpressed with us based on how we were dressed (sweatpants and casual clothes, ready to head back to OK, a 6 hour drive). Even though my fiancé and I had a wonderful moment choosing my engagement ring, the customer service was far from welcoming. It felt like if she had known the amount we were spending, she would have treated us very differently.

Fast forward to this week, when I returned with my mother to look at wedding bands. Once again, I left disappointed. I explained I wanted to custom create a band since nothing in the case stood out to me. Instead of being collaborative or creative, Teresa made me feel incompetent—like the only way forward was if I came up with an exact image myself and put down a $600 deposit just to see a design. When I asked if they could provide a mock-up first, she was dismissive and unhelpful, making it sound like even a draft required the deposit and exact images of what I wanted were required. This is misleading, as their website promotes custom designs from customer descriptions, not just pre-made images. Mind you, I also pointed out rings that I wanted to incorporate into a custom design. So it wasn’t as if I was having her create a wedding band without any input.

Overall, both visits left me feeling undervalued and judged, and the lack of professionalism and flexibility is not what you would expect when making such meaningful purchases. Customer service here simply does not match the investment. I will not be returning, as their values in customer care do not depict what they promote. I would not recommend Thacker’s to anyone looking for a respectful and supportive experience.

I called Thacker‘s the following day to speak with the manager, and let him know that I was very disappointed in my experience, he tried to make it right, so I do appreciate that. However, having more than one bad experience I ultimately decided I would be parting ways with Thacker’s and will not return nor would I recommend anyone...

I inherited a couple of diamond rings from my grandmother which had been damaged. I had been to several jewelers finding the best estimate, quality in craftsmanship, and other factors before deciding on who to go with. Thacker Jewelers was my last business to check. Upon entering, I was immediately asked to turn around, remove my mask, and stand in front of a camera. It was a bit alarming not to be trusted, but I didn't give it a second thought after that. The woman was friendly, and I explained to her what I was needing. For the repair of one ring, the quote was the same as other places I'd been to. For the replacement of a baguette, I was shocked with what I was offered. First, she stated that the diamond was a 1/2 carat and would cost $1700. In reality, it was a 1/4 carat baguette diamond that was needing to be replaced. When I told her that was in no way a 1/2 carat baguette, and if she could compare it to another 1/2 carat baguette in store, she informed me they didn't carry a baguette that large to compare it to. I had not brought with me the other repair estimates, or the appraisal done on the ring prior to the damage being done to it, so I left with both rings in hand. Upon leaving, two customers had come in, wearing masks, and they were not asked to stand and pose in front of their camera. That left a bitter taste in my mouth. When I returned home, I pulled out the appraisal to discover it was a 1/4 carat diamond baguette. With the appraisal in hand, I went to the jeweler who had impressed me the most with their customer service, knowledge, and craftsmanship - and that was NOT Thacker Jewelry. If I knew nothing about the size of the diamond, I would have been taken advantage of paying twice as much as I...