Morgan Jewelers - Southgate Mall — Local services in Missoula

please see updated review at bottom

I very rarely speak negatively about a business. But the way I've been treated by the assistant manager Jaynea is pretty unacceptable.

I lost a stone from my engagement ring and needed it resized and the absolutely wonderful woman named Angela helped me with that. They quoted me a time frame and said the ring would go to their goldsmith in Utah and they would receive the stone from LeVian. The ring ended up being late and there was ZERO communication from Morgan. I had to call and ask where it was and was giving the excuse that they were still waiting on the stone from LeVian. Well a week later I finally did get the call my ring was ready and I picked it up from the assistant manager. I noticed the stone that was replaced was a very different color, and there was some weird gapping between the stones. She gave me the answer "no two stones are EVER the same, they just try and match as best they can" and that "I should wear it for a bit to see if I get used to it"

I took the ring to another jeweler to get another opinion and they said wow this is BAD work. The setting is messed up and the diamond is not the same cut/clarity and would not have been released from their store looking like that. So I called and spoke to the assistant manager and she was so incredibly rude... again. Gave me the same excuse that "no two stones are the same" and then told me that the ring was worked on by LeVian not their goldsmith which is never what was communicated to me. Which she told me "she told me the last time we spoke"

Hoping to talk to the real manager. Added some photos of the bad side vs the good side for reference. And I'll update as Morgan deals with this...

Update as of 4/25: I met with Chris the manager and he confirmed that my ring was in fact worked on by Morgan goldsmith not LeVian. And that typically that goldsmith just does resizing. My ring is now actually going to LeVian to be fixed! Thanks Chris for making me feel not crazy, and I'll update again once I get my ring back! Which was communicated to me in advance that he does not know the timeline since it is going back to the vendor. Again thank you for the clear and transparent communication. I guess for know we will wait and see how everything shakes out! I'll update my review once I get the ring back.

Update 8/16 Chris is truly a great manager and has made all right in the world. Morgan is so lucky to have a manager like him! Huge shoutout to all the staff who assisted me over the months genuinely so kind and caring. Seems everything that happened with the assistant manager Jaynea...

I cannot recall ever rating a "one-star", before. On January 5th, after receiving excellent help from a young saleswoman, I departed with a pair of gold diamond earrings for my Wife's 72nd Birthday. Unfortunately, the clasp was such that they were uncomfortable for her to wear. Upon returning to the store for a refund, the lady that previously helped me, explained that Company policy required "return within 30 days" for a refund. Otherwise find something of like value. I asked to speak to the manager, Chris, who was at lunch at the time. In the meantime, my Wife was unable to find anything she liked. "Chris" returned from lunch and explained "Corporates" policy. I fully understand he is a cog in the works, but asked him if he would request an exception to Corporate policy. He assured my wife and I that he would do that, with no promise made of a full refund to my CC. He gave me his card and told me he would call me before noon the next day. Did not happen. I sent several text msg.'s over the next several days, as well as called and left a message for him. I've been around long enough to understand that in most cases, Corporate policy rules, and that's that. I do not, however believe it is acceptable as a business person, to make a verbal promise to a customer, and then make absolutely no effort to follow through and communicate the decision, good, bad, or otherwise. Having two children older than Chris, I know we taught them to at least be accountable, and follow through on commitments made. Keep this in mind if dealing with Morgan Jewelers in Missoula, Montana. There are many other jewelers to...

My fiancé and I just purchased wedding bands from Morgan Jewelers. We were hesitant to purchase rings at a chain-jewelry store in the mall - we really wanted something more local, independently owned. But there aren't many options here in Missoula, MT. We went to Morgans just to cover our bases - and we met Trinity. She was absolutely incredible - she took the time to get to know us, asked us questions about our wedding, about our lives, and made us feel very at home. She made us feel so much better about purchasing rings there - she explained the long history of the store, the owner who opened it many years ago - and that was a really nice touch, made it feel so much more personal. Trinity was patient with us, gave us great suggestions and guidance. The rings arrived in the timeframe we expected - and the warranty is great and really reasonable. Highly suggest Morgan Jewelers - ask...