Day's Jewelers | Manchester, NH — Local services in Manchester

My goal of this review is to provide facts/events vs my emotional experience (which, for the record, was extremely taxing). First I'll give breakdown of events/facts and a summary at the end in case you want to get the TLDR.

1 - My wife and I wanted to get a 10-year anniversary ring upgrade. We went to the store (since we purchased it there), picked out a product, got a quote, had it saved so we could discuss and call back to order if we decided to go that route. 2 - We decided to go with the quoted ring, and called back a couple days later. The quote was not saved, the associate didn't remember the details or price, so we essentially started over but this time placed the order at the end. However this time we were quoted $600 more than originally. After some discussion, original price was honored. 3 - Paid 50% up front, cash. Was estimated 3-4 week or 4-6 weeks (per two different associates) 4 - 6 weeks go by with no contact. We call, the ring had to get sent back to the designer. Was quoted another 2-3 weeks. 5 - 3 weeks go by with no contact. We call, the ring had to get sent back again. Was quoted another 2-3 weeks. 6 - 2 weeks go by no contact. We call (frustrated at this point, since there has been zero communication) and are told is has to get sent back again. At this point, I talk to the Assistant Manager and voice my frustration. The AM takes over our order after kindly listening to the situation and apologizes. 7 - The AM keeps up updated, however the ring has to get sent back another time. We at least got a call this time and updates as promised. 8 - We call on the day it is scheduled to be finished and they say we can pick it up at 5pm. 9 - I go to the store by myself (my wife was frustrated, as was I, so we figured "let's not both go in upset") to pick up the ring. My expectation was that this could be a comforting experience filled with apologies. I was wrong. Instead I was greeted with a bill that was $1500 dollars more than my receipt stated. The Store Manager is involved and opens with telling me that the cashier didn't give me the right amount of change and I owe them another $1000 from the down payment. Additionally, the remaining balance is also $580 dollars more than I was quoted, and there is an additional $160 charge (not sure what this was, I didn't catch it until I got home). The only resolution that was offered was financing, which didn't help the problem of being billed incorrectly/unfairly. 10 - as to not respond emotionally or rashly, I took a few minutes before continuing, and in the end they did end up honoring the original quoted price. However, I was still charged the extra $160, there was no resolution or discussion of my past issues up until this point, I'm unsure of how much I actually paid for the down payment as they did not honor the receipt I was given showing what I paid. 11 - The associate who originally helped me was apparently terminated, however.... all the blame of the situation was put on the terminated-employee during the discussion vs the store/manager taking ownership of the situation (this is customer service basics and is unacceptable)

SUMMARY POINTS: --- I left incredible angry, ashamed, embarrassed, and feeling helpless. --- I know I paid more than I was quoted, however, I'm unsure if it was only $160 or $1,160+ extra --- The ring took 2-3 months longer than estimated to be completed

FINAL THOUGHTS: (Disclaimer: I cannot put into words the level of negative emotion this transaction caused me, however, hopefully the timeline of events helps put that in perspective.) --- Don't use cash (or keep better track of your cash - my lesson to learn) --- Being Right is more important than Customer Service at this store. --- Keep all your paperwork (even though it may not be honored).

PROS: --- One employee was exceptional and deserves credit. Sean was incredibly empathetic and helpful when I interacted with him (he has no part in my actual transaction or initial quote) and if he said he would do something, he did it. --- The ring at least...

A few days ago my partner and I went to Day’s to look for a gift for our friend but to also look at engagement rings to get a better idea of what we wanted. Initially when we came in someone asked if they could help us and we informed them that we would take a look and let them know. After they noticed us looking towards the engagement rings that’s when we got swarmed. One salesperson in particular would not just let us look. She kept insisting and entering herself in the conversation when it was crystal clear that we just wanted to be alone. I understand this is how they make their money but by being so focused on a sale they lost business. Something so special to two people was taken from us and mangled to be one big sale for someone else. It made the moment not only less special but made us feel like walking money bags instead of people. The people at Day’s especially the girl who “helped” us really need to take sales classes before they run everyone out of their store. It’s gross and unacceptable. Will never be going there again, can’t believe how we...

My wife and my self stop by in to Day's Jewelers 07/20/23 to check out replace the watch battery in my two pieces with Mason's logo. Very kind and smiling and helpful Sales Irina follow us to experience Assistant Store Manager Sherri to resolve our problem. Very fast and with good explanation she help us. It was some problem with mechanics on those time pieces and with nice sense of humor and help from the Master Sean we agree to send our watches to Gold Smith in Mein. Lady Sherri did awesome service for us, and in good manner and the smile did her part in this story, and finally I also get home with 8oz Silver Cleaner too. The atmosphere in this gorges place is absolutely amassing. My wife told me, that how good it was to stop here and check problem with watches. This is place with good prices, the best services from the staff and excellent job Lady Sherry did for us and raze our fillings to be better. She is the 100% five Stars winner. Thanks the Office Manager sir George for the very worm and kind wards with our short conversation....