Morgan Jewelers - Center of Brilliance — Local services in Murray

**Update: Due to our Google review the training manager Michael reached out to us and was able to get us a refund. I really appreciate his help and he was very considerate. However the refund process was stressful and time consuming due to their outdated system. Hopefully they will update it for future customers!

My husband and I were first time customers in October. Susan, a salesperson at the store was incredibly kind and helped us find something I truly loved. She was incredible throughout our whole experience and she deserves 5 stars. We purchased a diamond butterfly charm necklace and matching earrings. Unfortunately, the chain was extremely thin and broke where it was connected to the charm within an hour after the first time I wore the necklace. Fortunately, we also bought the service plan so we brought the necklace back to be repaired. The repair took about a week and then my husband went back and picked it up. When I opened up the bag to look at the necklace, I found that the chain had become tangled and knotted. It was so thin there was no way for me to untangle it. I tried to use a needle to untangle it and was as delicate as I could be, but the chain broke again in the middle. We brought it back to be repaired. We were told by Sherry, another salesperson, that if the necklace broke a third time we could talk to a manager to find some kind of resolution. Sherry was also a great help and was very friendly. However, by this point we were feeling frustrated because the necklace had broken twice and I had only had a chance to wear it one time. My husband went back again to pick up the necklace after another week waiting for the repair. When he saw the necklace he could see that the repair looked messy and poorly soldered together. He was surprised at the poor quality. Before he had a chance to comment on it however, the necklace broke again at the hands of the salesperson. This was almost a relief at this point because now it wasn’t just us having a difficult time with the piece. She took the necklace back and told us we would get a call from the manager Kim to discuss our next steps. We waited three days for the call which never came, and we ended up calling them ourselves. We did reach the manager Kim who told us he needed to finalize and discuss with his managers before talking with us but that we would most likely be able to exchange the piece. My husband and I were really hoping we could just get a refund at this point as we were tired with dealing with the whole process. Unfortunately it seemed that a refund was completely off the table. We never received another call back from the manager so we finally went back into the store today to figure out what to do. We once again asked for a refund but the manager said all he could do was offer an exchange. We ended up getting a gold band that was slightly more expensive than the original necklace. We did get the full credit from our previous purchase toward the new piece of jewelry. I don’t think we will ever be back to purchase additional jewelry. The entire experience was frustrating and we were really hoping for a refund because of the issues with the necklace. Jewelry should be able to be worn normally without breaking so easily. The quality of the original chain was extremely poor and it was incredibly thin. Thank you Susan and Sherry for the way you took care of us, you guys rock! However, the manager Kim was completely inflexible and did not seem to care about our...

My girlfriend (now wife) and I came here in the Fall of 2013. We were shopping for engagement rings. As soon as we walked in the store we were greeted by Frank. He was great! We had his complete and undivided attention. He actually listened to our wants and he provided exactly what we were looking for. In about 15 minutes we had found the perfect ring for my wife! We happened to be there during a sale, so with the purchase of her ring, we got a Men's wedding band for free! There are a few reasons why I didn't give Morgan Jewelers 5 stars. 1- They pressured me to finance the ring. I didn't want to finance, I had cash. They really pushed hard for the financing options even though I had told them I wanted to pay cash. I ended up paying for the ring in cash, and they seemed disappointed that I did. 2- When I went back to pick up the ring after it had been sized they gave it to me in a big clunky white box with their Morgan Jewelers logo on it.. I wish they had put it in a nice little black box that shows of the beauty of the diamond ring.

Neither of these reasons were big enough complaints for me to give my business to someone else. Overall, Morgan Jewelers was our favorite Jeweler while looking for an engagement ring, and we went to several places (such as: Shane Co, Schubach, Kay).

Recently, we went back to get the ring cleaned (you have to do it once every 6 months for the warranty to be valid). They took it in the back and within minutes, we had the ring back and were out the door. They were just as kind and nice as the first time! We recommend Morgan...

Very disappointed that we purchased our engagement ring from Morgan Jewelers in November of 2014. (Side note: my ring is beautiful, absolutely in love with it.) We paid for the extra Piece of Mind coverage that is supposed to help with any mishaps, cleaning, inspections, appraisals, Rhodium plating, etc.

My first strike with them was the fact that we waited WELL over six months after requesting an appraisal for insurance purposes for it to finally show up. I followed up once a month to see where it was in the process and kept getting told "our jeweler is very backed up and will get to it." For paying extra to have that included in our Piece of Mind, I felt that was a bit ridiculous.

Second strike, I called today to see about getting my white gold ring Rhodium Plated, (again, included in our Piece of Mind coverage plan) just to get told that the jeweler was out for a few weeks (understandable, everyone needs time off) and when he got back that he'd have a lot of projects to complete so to receive my ring back after plating would take a few weeks. I called around to a few of our local jewelers to see what their timeline for plating was, and was told I could receive it within the same day for Rhodium plating.

My suggestion for Morgan Jewelers would be to maybe add another jeweler to their stores so that current, paid in full, Piece of Mind customer accounts could be handled in a much more timely order.

Overall, we will not be returning to Morgan Jewelers for any...