Portillo Jewelers — Local services in McAllen

I am very disappointed in the jewelry repair service provided by this place. The stone on my topez ring fell off, and I inspected the ring and didn't notice any crack. I dropped off the ring to Portillo Jewelers for repair, a girl there gave it to the jeweler in the back for inspection and then came out and told me the nail (prong) was broken. When I picked it up, I noticed a small chip and an easily noticeable crack on the stone and asked the store to look into it. I was told someone would call me back but nobody did after two days. So I called back and talked to another girl. Then the girl who received my ring called me back the next day and insisted that she told me the stone was broken when I dropped it off. I told her I clearly heard her only telling me the nail was broken but she refused to admit that. So I asked to talk to a manager and the manager told me it could be the girl's English was imperfect. When I talked to the girl both at the store and over the phone, she spoke English perfectly fine. Also the manager tried to find excuses on why I didn't notice the crack before citing that it could be dirty or the glue on the setting could have hidden it. I explained I just tried it and never wore it and the glue was just a tiny bit under the setting but the crack extended outside the prong. but the manager still tried repeatedly to use these excuses as reasons why I didn't notice the crack earlier. I told the manager I didn't need any financial compensation but I was lied to and was very disappointed in how the girl and him tried to blame things on me for not noticing the crack and insisting I was told the stone was broken when I clearly was not told that. Throughout this process, I was never issued an apology. Would never trust this jeweler again.

Mr. Portillo, thank you for taking the time to respond to me. Unfortunately I don't think your apology is sincere in saying your mistake was to accept to fix a broken stone. If the jeweler indeed told the girl the stone was chipped, it is VERY DIFFICULT for me to believe that the girl would came back right away and not tell me. Also to correct your mistake, the prong had not broken off. They were still on the setting and nothing was missing. You had not seen the ring or the stone yourself, and the description given by your staff to you was incorrect, a second time. Also when we discussed over the phone, you were very upset and never issued any apology. Your apology after I posted online was too late. Your employee lied to me, and you tried to come up with excuses on why she didn't tell me because of her English or why it could be me not seeing it instead of saying indeed she didn't inform me correctly or the jeweler broke my ring. Unfortunately after this incident, I do not trust you or your store anymore and will never...

I brought in my Cuban link chain to Portillo Jewelers for a simple link removal, which I was quoted $90 for. During my visit, I inquired about replacing my old clasp with a new one due to poor soldering and visible brown spots from another vendor. I was later contacted and quoted $1,100 + tax for the clasp replacement—in addition to the $90 for resizing.

When I asked how many grams the new clasp was, I was told it was a 10k 5 gram box clasp. Doing the math, this came out to $220 per gram, which is beyond excessive even for retail markups. I asked for a breakdown, and the sales representative told me they don’t base pricing on gold weight—only on what “their jeweler charges for labor.” When I asked how much the labor charge was, she said $100, which contradicts the $1,100 quote. When I pointed that out, she quickly pivoted and asked if I just wanted the $90 service instead.

To me, this isn’t just bad business—it’s price gouging and lack of transparency at best, and predatory pricing at worst. For the price of this clasp alone, I could have purchased an entire new chain. This type of pricing model makes customers feel taken advantage of, and I strongly caution anyone from doing business here without demanding a clear, itemized...

I was in Texas for a while and decided to buy some jewelry, I wanted to get a custom piece made and this jeweler gave me the best price. They said they would work with jade so I went with them I wish I still had the mock up computer generated photo they made for me but know it was very similar to the final product we have here. I’m going to be honest at first I was not very happy with what I got because I was slightly different the snake was supposed to hug the jade cross very tightly and as you see here it is not. But if you didn’t know that’s how it was supposed to be it’s still a very beautiful piece and they did a amazing job I have gotten nothing but compliments, I was quite upset and the owner decided to discount the piece and was very respectful, understanding and honest he said they never really worked with jade before but for being probably one of their first times In hindsight it’s a amazing piece and if I’m in Texas again I’ll get a custom piece made by him again. Pleaser doing...