REEDS Jewelers — Local services in Miramar Beach

We have been loyal customers of Reeds Jewelers for many years, frequently shopping at the Fort Walton Beach location, where we’ve consistently received outstanding service—particularly from Beverly, who has always gone above and beyond to make us feel welcomed and valued.

However, during a recent visit to the Destin location at the Commons, we had an extremely disappointing and unprofessional experience with the store manager, Robert. We visited to inquire about sending my ring for repair—a process we’ve completed in-store before. Despite our familiarity with the procedure, Robert refused to assist and instead handed us a pamphlet to arrange the shipment ourselves. It was clear he simply did not want to help us, despite the fact that we know this is a service the store provides.

In addition, my husband was prepared to purchase a Longines watch, yet Robert made no effort to assist us or acknowledge our interest. When I made a comment regarding Pandora’s absence from the store—confusing this location with the Fort Walton Beach branch—Robert responded in a condescending and dismissive tone, making the interaction even more uncomfortable.

What was most troubling, however, was the clear sense that we were being profiled. Robert’s attitude suggested that he had already made assumptions about us, including whether we could afford to shop at Reeds. His demeanor was not only cold and unwelcoming, but blatantly disrespectful.

This behavior is completely unacceptable and in stark contrast to the professional and courteous service we have come to expect from Reeds. It is disheartening to be treated so poorly by someone representing a brand we have long supported. If this is how Robert interacts with customers, it raises serious concerns about how he treats staff and upholds Reeds’ standards.

Until leadership addresses this issue and places someone in that role who values customer service and the company's reputation, we will not return to the Destin location. No customer should ever be made to feel the way we were...

UPDATE AT THE END (AS OF MARCH 31ST 2015)

This review will change pending the result of my current issue with them. Reeds in the Commons offers a variety of high end products and reasonable rates. I find that their watch selection (for men) usually always has something I want or desire. With this said, I recently wed and went to Reeds to get a ring... I found a beautiful ring and I enjoyed it for a full 3 days. I had to return it to the store because the stone came loose and rattled all the time.... a week later I got the ring back... 2 days later I brought the ring back to them (for the same reason), this time they told me they would send it off to their "expert" in Panama City and absolutely make sure it was fixed... a week later I got the ring back and instantly heard the rattle...hmmmmm... so again the manager apologized and said he would have it fixed "for sure" this time... I came back the next day and the ring looked like a 4 year old got ahold a suturing iron and had a seizure while “fixing it”... it was horrifying bad. So they still have the ring... I really do like Reeds (for their watches) but I would be a monkey's uncle (swearing is not allowed here) if I would recommend you get a ring there. Additionally: their staff is unprofessional and rude... few times I have received decent help at that store.

UPDATE: I did end up calling into the store to see whether the ring was completed (again) and it was. Tim took the time to explain to me what it was they did and why they did it... it ended up being that when they resize a ring they try and keep it circular but instead this time they made in oval-ish so as to not mess with the stone set. I had mixed feeling about the explaining process, as you can imagine I really didn’t give a flying funt and wanted the ring back in working order. They did completely replace the ring and it does look good. They did state that if this didn’t work out they would just completely refund the ring which I was happy to hear but I...

Gary sold me a bracelet about five months ago, and convinced me to get the care package, saying “this will cover everything short of losing the bracelet entirely. You can run the bracelet over with your car, and they’ll still repair/give you a new one. You can come in as many times as you want and get links replaced, etc.” So, I paid for the care plan. About 5 months later, I come back in to get it repaired. Gary says that about half of the links are damaged, and that they might just send me a gift card instead. I was fine with that, until he said the gift card would be $250, which is MUCH less than I purchased the bracelet for. He said that it only covers the bracelet cost, not the care plan. I told him it makes no sense for me to have to re-purchase the care plan. I referred back to when he explained the care plan to me, and how the damage could be extensive and they would still repair/replace it, and how I could come in as many times as I needed to with the same care plan. He said NOTHING about having to re-purchase the care plan when the damage was extensive. I fought him on this, explaining how it doesn’t make sense for me to re-purchase a lifetime care plan, and how he’s going back on what he said originally about the care plan. He spoke condescendingly and did not take responsibility for the misinformation he told me when he originally sold me the care plan. Extremely unprofessional, disrespectful, and I...