Joseph and Sons Jewelers, Authorized PANDORA Retailer — Local services in New York

If I could leave zero stars, I would because this was far beyond poor service. It raised questions no star rating can answer.

I left Joseph & Sons w/ a damaged pendant, no resolution and a 2-minute call where I was berated and hung up on for raising a legitimate concern. That’s not just poor service. That’s contempt.

I visited Joseph & Sons on Friday 3/28 after receiving a promo text about gold buying rates.(screenshot attached) I brought in a 14k gold pendant & matching chain in perfect condition I previously purchased from their store & two small pieces of body jewelry.

When I came in Isaac acknowledged me but there was no intro or explanation of the evaluation process. Before he began, I asked if they acid test gold but he didn’t respond—he just started the process saying nothing. Finally he placed the pendant on the scale & offered $200 total, including the body jewelry.

I wasn’t desperate to sell so I politely declined the offer & was ready to leave. That’s when he asked what I expected for the necklace. I mentioned purchasing the pendant there a while ago. He estimated what I paid & noted I could still wear it—because it was in good, wearable condition.

He placed the pendant back into the bag I brought it in & handed it to me. I left at approx 3:50pm. Not long after leaving I took a look at the piece & that’s when I saw it was scratched and visibly bent. The kind of damage I found couldn’t have happened without tools or force. Testing gold doesn’t require bending or damaging a piece—standard methods exist to assess authenticity without compromising condition. It was the result of careless & reckless handling and it occurred while the piece was in their possession. (Time stamped attached pic)

I called immediately @ 4:08pm leaving a voicemail. I received an automated text confirming my message was logged. I waited 2 full business days. No one called back. (Time stamp screenshot attached)

On Tues 4/1, I called again asking to speak w/ Joseph. The associate said he wasn’t at the store & couldn’t confirm when he would be. I left a message saying I’d wait to hear from him. About 10 minutes later Isaac called instead, identifying as the owner & Joseph’s brother.

The call lasted 2 minutes.(Screenshot attached) All I managed to say was the necklace was bent & I was trying to avoid a confrontation before Isaac completely lost control. He yelled over me, cut me off & refused to let me speak. He made it clear Joseph would not be calling me back “because it’s not that serious!” I was berated, belittled & disrespected—not for being rude but for simply stating what happened. No one deserves to be spoken to like that—especially not by someone in a position of ownership, toward a woman raising a valid concern.

He ranted about checking cameras & told me I could “come in if I wanted”—but after how he spoke to me, I do not feel safe setting foot in that store. If this is how he speaks to a customer over the phone I can only imagine what an in person confrontation entails. After he hung up on me, I was visibly shaken, stunned this escalated so quickly & violently.

This was not a misunderstanding. This was aggressive, unprovoked & absolutely alarming behavior especially from a business presenting itself as a trusted part of the community. Even more so a jewelry store, where service, discretion, & respect should be nonnegotiable making it even more inexcusable.

I’ve led high performing, customer facing teams for over 15 years, in no universe is this type of interaction warranted or appropriate, especially toward a woman attempting to address a legitimate concern.

I specifically asked to speak w/ Joseph because I’d previously had positive experiences purchasing w/ him & former staff. I was already uncomfortable based on how the in store experience felt & wanted to avoid any confrontation. In good faith I truly believed handling this calmly over the phone w/ someone I trusted would be the most professional avenue. Instead, I was met w/ hostility, arrogance & complete disrespect.

See last photo for final...

Over the last year I've made 3-4 purchases for $1000-$1500 dollars and had a decent experience until approx. 2-3 weeks ago. I went in looking to support this local business and was spoken to and treated horribly!! The young Hispanic female employee had a watch on that another employee was taking pictures of. I waited a few minutes and then asked for help and was told that I could wait a few minutes. What was surprising is that she had helped me with a sale a few months earlier. I told her that I was there to make a purchase (for a diamond eternity band) and asked her if she thought her statement was appropriate. She then reiterated her statement "yeah, I said you can wait a minute. " Not only did she have no respect for me as her elder, she was also a minority. The owner said she was wrong, but didn't correct her. He stated they were taking pictures for the catalog and offered to help me inside his office. If you don't respect your clientele in my neighborhood then you don't need my money. I walked out feeling humiliated. I will NEVER support them again. Especially, when their prices are higher than other competitors. Respect your clients and address your disrespectful staff!!!

Response: Thank you for calling. I appreciate the conversation and you saying you would address your employee. Your concern means everything. Not sure of or if they'll be a next purchase,...

I recently had the pleasure of working with Racheal while selecting an engagement ring, and I cannot express enough how exceptional my experience was. From the moment I walked into the store, Racheal was there to guide me through every step of the process.

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Thank you, Racheal, for making this special moment even...