Costello Jewelry Company — Local services in Naperville

Edit: I am giving a star back because the owner reached out to me, apologized for the service, and refunded $250 back to my card. I appreciate that he didn’t try to blame it on something else and was sincere about the whole thing.

When my husband and I came here to purchase his watch, we had a good experience with Trisha. That’s why, despite us living in Florida, we decided to go back to this store to purchase a watch for me to wear on our anniversary trip. I went with my mom this time and to my delight, Trisha was the one to help us again. The store price for my watch was listed as $1,150, yet the website price was $1,050. I was assured I would be charged $1,050. Upon checkout, I was still charged $1,150. I realized this and $100 was refunded back to my card immediately. I realized later that I should’ve been refunded $108 because the tax was calculated based off of $1,150. Not a huge deal so I didn’t go back to remedy this, just a bit annoying.

My mom went to pick up the watch for me when Costello called saying it was ready. After the engraving was satisfactory, they handed the watch back to my mom in a plastic SANDWICH BAG…no box. She had to ask for it to be packaged properly. This oversight was kinda “wtf?” but I understand we’re all human and mistakes happen.

My mom flew to Florida a few days later to visit and give me the watch. When I opened it, the watch wasn’t set at the right time nor was it working. The instruction manual in the box was for a self-winding watch, so I followed the instructions to wind the crown and activate the spring. Nothing worked. I called the store and explained to Trisha what I tried - she recommended that I take it to a nearby watch store to have it looked at, which I was hesitant because I didn’t want to pay for a service that should be taken care of by Costello. I went anyway and was told that my watch is battery powered and dead. At this point it was one mishap after another. I called Costello back and spoke with Ralph. He said he could have it shipped to the store, fixed, and shipped back to my house. I told him that I wanted to be home to be able to sign for the package (with it being an expensive product) and he said that can be added to the shipping. I didn’t get to wear the watch on our anniversary trip, much to my disappointment.

Fast forward to the day before delivery- I was told the watch would arrive around 5pm the next day. Prior to this, I had coordinated with Costello so that the watch would be delivered on my day off so I could sign for it. On the day of delivery, we went out to lunch and came back at 3pm to a package on the ground by the front door. It was the watch. The delivery was time stamped 12:30pm via my security camera and the delivery guy didn’t even ring the doorbell for a signature. This means Costello did not add signature verification upon delivery. Seriously, unbelievable. I’m glad someone didn’t steal it off my porch.

My takeaway as a first time customer: When a jewelry store calls and notifies that a product is ready for pick up, the watch should be packed in the box after inspection, time should be set correctly, watch should be functioning. None of this was done. The box didn’t even contain the correct manual (self-winding instead of battery) This is my first watch- I didn’t know if it was battery powered or self-winding. When I called for help, Trisha should have known it was battery powered since she was the one who sold it to me. Instead, I had to go to a separate store in Florida to be told that it was battery powered. Even after fixing it and shipping it back to me, they did not ensure that a signature would be required upon delivery.

Overall I’m disheartened by the service I received. Again, I understand that mistakes happen. I appreciate them being able to fix and ship back to me, but this many mistakes in a row is beyond frustrating. The employees are nice, and it is a nice watch. However, I will not be buying again from this store and I do not recommend this...

I simply wish to offer my appreciation to Costello's and in particular Ms. Vanessa Rose and Ralph for their extraordinary service and kindness to me. I am recovering from injuries and I am now returning into competitive long distance races in the Midwest. This has necessitated getting my numerous tech products serviced quickly and correctly. I believe at last count they have serviced conservatively 20 products for my usage in this competitive field of road racing. Incredibly enough they never lost their patience with me and are always happy to see me and to immediately service my products. Amazing.

I am in the legal service business ( catastrophic personal injury litigation and Chairperson for the Mandatory Arbitration Programs in DuPage and Cook Counties) and client service is paramount. I rarely have the time to draft a review of a business and typically my repeat business serves as vote of confidence in the businesses I endorse with my repeat purchases and recommendations.

By the way I have also had wonderful service at the Glen Ellyn location some time ago.

In conclusion, I wish to simply express my sincere appreciation for the outstanding service I have received from all of the employees at the Costello's Jewelry Store in Naperville. I intend to continue to using Costello's in Naperville and I highly recommend this wonderful jewelry store to anyone who is looking to receive outstanding service from knowledgeable people who are approachable and experienced in their respective field. The products I have examined have a varied price range however all of the products are of a very high quality.

Finally I wish to extend my appreciation Costello's for their beautiful fish tank display in the front window; It is simply beautiful and on a wintry morning when I am walking along after working out at the YMCA it gives me an example of the beauty of...

From the inception of our first visit as a couple to Costello Jewelry Company . . . to the very present—just days after our wedding—Trisha has worked with us every step of the way and has made our entire customer experience BEYOND extraordinary and beyond exceptional.

We were fortunate to not only work with the best of the best, but we discovered in Trisha a person who has the highest integrity and an even bigger heart!

Here are the words to describe our experience at Costello with Trisha and her character:

Personable, professional, an eye for the “right contextual fit” for the customer and their needs, affable, caring, encourager, great communicator, beyond helpful, pleasant to be around, amazing, a joy to work with and speak with, and the list goes on.

We were also blessed to have met Maureen, who was a great, great encourager and supporter alongside Trisha. Trisha and Maureen have helped to take our relationship with Costello jewelers to new Heights.

I, James, have been a customer of Costello Jewelers going back 1998 and now a customer with Katherine for the last eight years as a couple.

I want to give a special shout out to Jose who has been at Costello as long as I’ve shopped there. I see that gifted artisan working with amazing skill and artistry every single time I’ve been to Costello. He is one of the main individuals who helps to create and refine the jewelry that the Costello customers have come to know and love. Where would an exceptional jeweler be without an extraordinary artist like Jose?

We are so grateful to the Costello family for their fine locations and even finer business and hospitality. We always appreciate their family and spiritual values and always love the meaningful mailers we receive, especially at...