Greenwich St. Jewelers — Local services in New York

I'm a bit suspicious of all these glowing reviews given our recent experience at Greenwich St. Jewelers. I was very excited to work with them but overall have been left disappointed. My husband and I visited the store for our 10 year wedding anniversary with a few projects in mind: 1) I had a bunch of old gold pieces that I was interested in scrapping to potentially use towards the creation of 2) A custom piece to honor my dog who recently passed away. 3) I had a bracelet that needed repair and that I wanted to set a diamond in a star pattern in and finally 4) On our visit, our associate noted that my engagement ring had several loose diamonds and needed repairs done. I left the ring there along with the gold for scrap, the bracelet (which we left a deposit on for the work to be done) and sent along ideas for my custom piece. I was told I would hear back regarding the gold and custom work in 3-5 business days.

A few days later, the jeweler took a second deposit for the bracelet (even though we had already left one), and when we texted to ask why two deposits were taken we did not hear back. Almost two weeks passed and we did not hear anything regarding my custom piece (reminder this was a piece to honor my recently deceased pet, so it was extremely sentimental and special to us) or the gold scrap. We contacted them and were replied back via email with extremely high pricing for the custom piece (which I can forgive, but personally we feel that expectations should have been set at our consult appointment since the piece I inquired about could have been bought from another jewelry brand for 1/3 the price of the custom piece, but I understand custom work is expensive. This was a small gold charm for which we'd be providing the diamonds to set and we were quoted $3,500. After that, I went and bought it from the jeweler I had originally seen to inspire the design for just under $1,000. I understand custom work is $ but that seemed extreme), but still no word about the gold scrap credit. Since I was interested in using the gold credit and materials from my old jewelry towards the new piece, it didn't really make sense to quote me without providing that additional information for me to make an informed decision. At this point, we were just annoyed with the confusing service and lack of communication and decided to not go forward with the custom piece or scrapping our gold with them.

My husband just was there today to pick up the ring and the bracelet repair. The ring is fine but the bracelet did not have the star pattern around the diamond as we had requested, discussed at our appointment and provided photos of. Apparently, the request was written down on one set of paperwork and not another so there was yet another miscommunication. My husband had to wait there while they added the design which only took a few minutes, but still it's unacceptable after all the other bumbles for a jeweler of this level and expense. To boot, we were originally told the bracelet job would be $335 but when my husband picked up the system said $345 - they honored the $10 difference, but once again communication is a problem.

At our initial appointment our associate was really friendly and kind, but we are super disappointed with everything that happened afterwards. Honestly after all of this, while the work they did was good in the end and I am sure they can create beautiful custom pieces, I would not feel comfortable or secure working with them again and I will...

Update: One of the owners called me and asked me for all the details over the phone and really listened to me. She didn’t offer up excuses or anything like that but did explain a bit of what was going on behind the scenes and explained how they would use this to get better and even offered a bit of a discount that I was hoping for. Up from ⭐️1/2

Original review:

⭐️ 1/2 Greenwich St Jewelers has lots of fantastic reviews, and granted, me and my boyfriend thought the final product was amazing. But they turned the process of fixing my Great Grandmas engagement ring into one for us, a very stressful one.

The communication started out well, but then lots of time would pass and I would message with limited response or extremely delayed response. A few times the date discussed as the final date would approach with no communication telling me that it would take longer. I also sometimes had to call to ask for communication.

Also there were some miscommunications, like I was told a photo would be sent to me before the ring was sent for its second appraisal which it never was. There was also a big miscommunication about me wanting the small crystal that needed to be replaced, to be replaced with a lab grown diamond and not a “natural” diamond. I was messaged being told that I would be given a “natural” diamond at the same cost, without being asked. I messaged back immediately saying that was not what I wanted and I had made that explicitly clear when I had my initial consultation. I didn’t get a message back acknowledging that I did not accept the “natural” diamond and had to call the next evening, and production was surprised by this choice of mine, making it clear they hadn’t read my message. If I hadn’t called, I am unsure what exactly would have happened.

After that I didn’t hear anything for two weeks until I messaged again asking for an update, or an expected completion date even though it had already by then been one month more than what I expected. I would have loved a message once a week or so just updating me on where in the process things were even if there wasn’t much to tell just so I could understand. I am happy with the ring, but the experience was not what I expected from a place with such a great reputation. When we went to pick up the ring they were barely apologetic. The manager gave us 10% off on our next purchase and an email address to send our complaints, which we did to a rather tepid response:

“Hi Jessica! Thank you so much for your email. This has been passed on to ownership and we value and appreciate your feedback. I hope you have a wonderful week!”

I do think we deserved a (even if small) discount, not just for the miscommunication but the extra month we had to wait for the ring than...

The first time I visited Greenwich Jewelers was back in 2015, when my husband and I were shopping for wedding bands. They had an incredible selection, but the Single Stone ring I had fallen for was sadly out of budget at the time. Ten years later, that ring still lingered in my mind and for our 10-year anniversary, I knew I had to return to Greenwich to see if I could finally make it mine.

From the moment I walked in, the staff made me feel so welcome. The person at the front desk was especially warm and hospitable, making the check-in experience feel personal and gracious. It really set the tone for the appointment and reflected the high level of care Greenwich is known for.

Single Stone happened to be hosting a trunk show, and I reached out to the company before my appointment to ask if two specific rings, Sadie (my original favorite) and Carly (my latest obsession), would be there. Ari, one of the owners and designers, replied that they weren’t originally included but kindly made sure they were sent for the event.

Ella assisted me during my appointment and was wonderful. At first, the rings couldn't be located, but she thoughtfully offered similar styles while checking in with the team. Fortunately, they found them and I was ecstatic. While Sadie didn’t quite capture me the same way (I had bought a similar style years ago), Carly absolutely did. Ella was patient, never rushed me, and gave me the space to make the right decision. A few days later, I returned and chose Carly.

Separately, I also sold some gold jewelry with Christina’s help. Although there was a mix-up in the final valuation, she resolved it immediately. She also went above and beyond in helping me sort through jewelry my parents had given me, guiding me on which pieces were costume, which were worth keeping, and which might be good for repurposing. I appreciated her honesty and expertise, and never once felt pressured to buy.

One standout perk, they offer 1.5x the value if you use your jewelry trade-in as store credit. I’m so glad to have finally purchased something from Greenwich and Single Stone, and I’m genuinely looking forward to receiving my ring and continuing as a...