Chalmers Jewelers - Custom Jewelry & Gems — Local services in Madison

ABSOLUTELY, POSITIVELY THE MOST UNPROFESSIONAL HORRIBLE JEWELRY STORE I HAVE EVER BEEN TOO!!! I BRING IN A BRACELET TO GET SIZED AND THE FREAKING LADY SIZES IT WRONG. SO IT HAS TO GET SATURED TWICE!!! WHICH MAKES THE VALUE OF THE GOLD DROP. I GIVE THEM A SECOND CHANCE AND BRING IN A BROKEN NECKLACE TO GET FIXED. THE FREAKING LADY DROPS MY CHAIN BEFORE MY VERY EYES BETWEEN THE CRACKS OF SOME CABINETRY AND IT'S GONE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! SHE GETS NERVOUS AND TRIES TO TELL ME TO COME BACK LATER AND I SAY I CAME HERE WITH JEWELRY SO I'M NOT LEAVING EMPTY HANDED. SHE HAS THE NERVE TO LOOK ME IN MY FACE AND TELL ME "I DON'T KNOW WHAT TO TELL YOU"..... I CONTACT THE VICE PRESIDENT OF THE COMPANY AND HE TAKES A WEEK TO FREAKING CALL ME BACK. I CONTACT THE PRESIDENT OF THE COMPANY BECAUSE I WASN'T HAPPY ABOUT THE DEAL THEY OFFERED ME AND HE IS THE RUDEST PRESIDENT OF A COMPANY I HAVE EVER TALKED TOO!!!!!! HE TELLS ME MY CHAIN WAS NOTHING BUT SCRAP METAL AND I'M TAKING ADVANTAGE OF HIM. HAS THE NERVE TO TELL ME HE'S SEMI RETIRED. DUHHHH I CAN TELL BY THE WAY YOUR TALKING TO ME. PLEASE DO NOT GO HERE. IF YOU DO, I WISH YOU THE BEST. WATCH THEM CAREFULLY WHEN THEY HOLD YOUR JEWELRY. IRRESPONSIBLE !!!

Mr. Chalmers called me with the intention on not satisfying an unhappy customer. He would not even let me speak. He said, "Well I don't know what else to do for you sir. What is it that you want." I clearly stated I would like the chain completely free for all the miscommunication and inconvenience." So I can move on from this situation, I would of brought it many other pieces of jewelry to be service by them. I in fact did the same day my jewelry was dropped between cabinetry. But he then became very angry and would not even let me get a single word out. He told me"You only got one choice. You either pick up the chain we got for you, or we satur your broken chain together and you pick it up and this will be the end." It almost sounded like a threat. After finally being able to speak because he wouldn't let me, I say "I will be picking up my chains today and you will no longer be receiving business from me or the people I know any more." He shouted good then hung up in my face. If a customer is unhappy you do what it takes to satisfy him... period. These are simple guidelines and rules to customer service. He ultimately did not care about how I felt about this situation. Maybe if I was white I would have received better customer service. I work as a Project Manager so I know what it is to have appropriate customer service and communication skills. Chalmer's Jeweler, and the owner, did not show that at all. The ultimate let down of this situation was the way the president of this establishment treated and talked to me. Business core values start at the top of the chain and it's clear to see this company did not show this at all. I am hurt by the fact I brought in my most sentimental piece of jewelry and it was not taken care of, then it was constantly called "scrap metal" & thrown in my face. I have never been or felt so...

I went with a friend of mine to get a bracelet sized, at the time, the staff was very friendly. When we went to go pick it up it ends up being sized wrong. The bracelet not only had to be soldered on 1 link but 2 devaluing the bracelet. They still charged him full price for the sizing. Giving them another chance, mistakes happen, he brought in a significant to him necklace to be made into a bracelet. While the lady was sizing the bracelet she dropped it into a crack and was unable to retrieve it until they unbolted the case it fell between. He was told there was nothing they could do for him and that he would get a phone call tomorrow, the lady showed a huge lack of knowledge on how to talk to the customer or deal with the customer. It was days before he received a called. No communication in between what-so-ever. Eventually he got a phone call saying that they retrieved the bracelet and it has been broken in several places while pulling it out. They offered to replace it but were still going to charge him a fee. He asked to speak to a manager and was told AGAIN that he would receive a phone call tomorrow, and AGAIN it was days before he heard anything. By this time now there have been several times they GAVE THEM THEIR WORD that he would receive calls and heard nothing. Obviously being upset with the HORRIBLE customer service and communication, he asked to speak to a higher up, the President of the company. It has been a month at this time since the first date of service and DAYS in between getting a phone call from the President. When the President finally called him back, he called back accusing him of taking advantage of them over a piece of "scrap metal" and threatening that if he does not come and pick up his bracelet WITH CASH he is going to solder the old bracelet back together and charge him a fee of $130+. Who is he to put a price value on something so significant that cannot be replaced. Not letting him get any words in and explain the situation and that he was upset about the communication, the President tells him he doesn't care if he gets any future service from him and hangs up. This is the worst customer service and 1st experience in a jewelry store I've ever seen. As a company YOU serve the customer, with respect at that. When you say you're going to do something then you keep your word and you do exactly what it is you said you were going to do. When you fail to do so, you take the fall as your own fault and compensate the customer. NOTHING was done to make up for the horrible service, lack of communication, or him having to deal with a completely rude and unprofessional President. He was still charged at 100% for the services needed. He was taken advantage of because what was significant to him was of no value to them. Very poor service. Good luck to those of you who choose to go there.. their service may be great until THEY mess up. Then they treat you as you...

I visited Chalmers - Madison on Friday 5/3 on a whim to inquire about a custom wedding band. After working with Kelvin for a bit, we came up with a rough plan and a ballpark estimate of cost for what I was looking for. I am very aware it was a ballpark, but he did itemize his estimates by gold, diamonds, custom design fee, and soldering fee, so the total estimate did seem accurate enough having taken his thoughts on each of those into account. He asked Victor to take notes in my profile and schedule an actual sit down design consult for the following week when my husband could join us.

We went back Friday 5/10 for the appointment with Victor. First, I had to completely start over in explaining what I wanted so clearly no notes or incomplete notes were taken (or just not reviewed before our arrival). Then, an estimate that was $1,100 more than the one I received from Kelvin the previous week was given to us. I was understandably taken aback by the discrepancy in cost estimates only 1 week apart, so I asked about why there would be such a big difference. Rather than dig into what happened, Victor said “well we wouldn’t have given an estimate last week because we hadn’t had the appointment yet.” I could only take that to mean that I was being called a liar about the number Kelvin and I came up with.

Victor could have called Kelvin at the Middleton store, re-reviewed notes in my profile (if there were any), discussed modifications that would make the ring more or less expensive, etc. Instead, when he could see I was not going to move forward he said “gold is only going to get more expensive if you wait.” Chalmers has lost a customer for life. My husband and I will take our business to a jeweler that wants to...