Rogers & Hollands Jewelers — Local services in Mishawaka

On 10-21-13 I went into your Mishawaka, Indiana store located at the University Park Mall. I own several Citizen watches and I wanted to see if you had any new ones in stock. The "Atomic" self setting watches caught my eye and I asked one of your associates some questions about how they operate. She told me "The Citizen rep was just in here a few days ago telling us about the new "Atomic" line- so I can answer your questions". I wanted to know HOW the watch receives the time signal (I knew the watch isn't actually ATOMIC) and your associate pointed to the sky as she searched for thoughts and I said "satellite?", "Yes, that's it, satellite". Your associate told me the watch AUTOMATICALLY changes time when I enter a different time zone- I asked if this feature could be disabled, in case I WANT to stay on my home time zone- she wasn't sure. Then a second associate said I have to actually push 2 buttons on the watch to make it change to the local time zone (in fact it is NOT automatic). So I asked to all of the watches that have the "Atomic Radio Wave" feature and after looking through the Citizen catalog for almost 5 minutes she came to the conclusion that there is no one section where all such watches are grouped together in the catalog. I asked if I could look through the catalog myself so I could compare all of the watches that have the "Atomic Radio Wave" feature. As I looked through the catalog I noticed some watches near the front that had the "Sky Wave" feature, I asked how this differs from the "Atomic Radio Wave" feature and neither of the associates were sure. They thought it might be cell phone towers that transmit the time code or satellites, they didn't know for certain. I explained that as a consumer it would make a difference to me depending on where I was in the country and the surrounding terrain (mountains, hills, valleys, etc.). Suddenly your associate named "Abby" came stomping up to the counter where I was seated, smacked her hand on one of the Citizen catalogs lying on th glass and said very tearsely and rudely " I'm SURE all of that information is in the back of the Citizen catalog for you to read! That's WHY they put it there- so you can read that information!"- she then turned away and stomped back to the cash register area. I had not said one word to "Abby" during the the time I was in your store, "Abby" was not involved in the conversation at all. As a customer I was trying to get STRAIGHT FORWARD, FACTUAL INFORMATION about a $500-$2000 product before I decide whether or not to buy it. "Abby" seemed aggravated by this fact and had no qualms about telling me so. The second "Abby" smacked her hand down right next to me and became rude for NO reason my buying decision was made for me- NO WAY was I going to spend any money in a store with employees that have such rotten attitudes. How many hundreds of websites sell watches on the internet? The ONLY reason to shop at a store like Rogers and Hollands is for CUSTOMER SERVICE WITH THAT PERSONAL TOUCH! Your store failed miserably!

CC: Yelp, Google Reviews, Citizen,...

My stone was knocked out of my wedding ring that I've been wearing 23 years. Bought at Rogers & Hollands as an engagement set specifically as a lower profile set diamond since I'm active outdoors, my husband found the perfect rings for me! Then we had the wedding band and engagement ring saudered together 22 years ago at Rogers & Hollands. Brought the ring and stone back to where we bought it from to have it fixed, thought it would be the best option. Dropped it off on a Monday afternoon and was told it would be ready that following Monday. Was told that the head needed to be remade to set the stone. Just picked up my ring on a Wednesday after a 3 day delay due to someone not ordering what was needed for the repair, per staff that called me on a Saturday. My bands are now thinner! They were thicker bands when I turned them in, but now are buffed so thin I swear they shaved them down to make them this thin! Then the low profile head is now taller!! I am so disgusted that they altered my rings this much! The lady checking me out asked if I wanted the jeweler to work on it and set the head lower. WHY WOULD I LEAVE IT FOR HIM TO DESTROY IT MORE! Then to make me even more upset, the $250 repair fee was TAXED! Why tell people it's only $250 then charge tax they were not expecting? Just be prepared to be grossly disappointed getting your jewelry back from them. I feel robbed not only in $$$ that I paid to fix it, but i feel like they stole sentimental value from me by thinning out my rings and changing how it looks. They were specifically bought as thick bands and low profile because I am an outdoorsy person and my husband bought the perfect rings for me. Rogers & Hollands destroyed them by making the bands thinner and making my ring stand up and look gaudy. I swear the stone is even longer than the one I dropped off to be reset but I have no way to find that out. Go anywhere else but here with your precious jewelry!!!! Thank you for destroying my rings, you have left me sick to my stomach over this. 23 years those rings survived the military, kids, sports, horses, gardening, hunting, food prep, camping, hiking, world travels, home repairs, chopping wood like i said outdoorsy person... my rings are left for over a week just to have a stone reset and the prongs fixed and you ruined them from how the bands looked dropping them off and gave me a stupid raised stone. Disgusted...

First off, if I could rate you guys a zero star, I would. My fiancé came in, on 4/15/2019 at 4:43 pm ..got a ring, he was interested in adding the LPP plan and they said we had until May 14,2019 to add the LPP plan and had to come back every 6 months for cleaning and inspect the ring... . we went back on May 11,2019, to add the perfection. they said I’m sorry your with progressive leasing, we can’t do it, sorry for the miss communication. That’s when I called and talked to someone ((The manager is who we deal with every time too)) And she told me she was sorry, and Said we were still guaranteed for all broken prongs chipped diamonds and lost lost diamonds,... only thing we wouldn’t get was sizing... so then me and my fiancé were both okay and happy with that... then today, 07/06/2019 at 1:13 pm we came back to clean the ring, and they told me I had a diamond missing... and they couldn’t cover it !!! We both are very upset about this whole situation. But then said once we pay it off we will have life time insurances as long as we own the ring.and said sorry for another miscommunication .. we were never told, until we pay it off that’s when the insurance kicks in... we feel like we were lied to over an over, and strung around.... she gave us a discount on the diamond to be replaced for 45$ but we are two unhappy coustomers... I would never recommend this place to anyone.... once I go pick my ring up I won’t be going back to that location and hoping we can get better honest people to deal...