Rogers & Hollands Jewelers — Local services in Niles Township

Please please please do not shop here.

Rogers and Hollands has my ring for 42 days and counting for a simple repair.

In the late fall of 2018, I took my ring in to get my 6 month check and they recommended that I have my ring re-tipped. So, I paid $100 for the re-tipping. 2 months later, one of the tips broke. Thankfully I caught it before I lost the diamond.

On Sunday, January 20, 2019, I brought it back to Rogers and Hollands to fix the broken tip. They recommended that instead of fixing the tip, I should replace the entire head (4 prong setting) bc it would be stronger. It was an additional $59. I said ok. The ring was supposed to be done by Friday, 5 days later. No problem... Or so I thought.

After a series of "the jeweler didn't come in" to "the part hasn't arrived yet", it took until February 8th for be ready (19 days later). When I picked it up, they definitely replaced the head....but NOT in the same style! Without my permission, they took the liberty of replacing it with a different and very ugly head! This is the ring that my husband proposed to me with in 2005. I know what my ring looks like and it has incredible sentimental value. They made no mention to me that they were going to change the style, or that was even a possibility. If I knew that was a possiblity, I would NOT have had it replaced.

I left the store in tears without Mark, the manager on site, to speak to. He called me the next day and after I explained my frustration, he chewed me out and asked me "What did we do wrong?". I could not believe the attitude in his voice. At that point, I refused to speak to him any longer and he said that he would have Dan, the Regional or District manager call me. That was on Friday, February 8th. No one called me.

On Tuesday, February 11th, I called the corporate office. The woman who answered the call, I believe her name was Brittney, assured me that someone would call me back within 48 hours. No one called. I called her back on Friday, February 15th. She said that she spoke to Dan within hours of when I called on Tuesday and he assured her that he would call me. He did not.

She immediately contacted Dan and he called me back that day, profusely apologized and admitted that he had no excuse. He just got too busy. This is Day 27 of them with my ring. He said that he would work on making sure the ring would be taken care of.

Over the next couple of weeks, he continued to call me periodically with updates...the jeweler doesn't have a match to the head, that ring isn't made anymore, etc. Finally.... The ring was ready to pick up on Friday, March 1st (Day 41).

I went to the store to pick it up today (Day 42) ... AND THEY FREAKING CHANGED THE SIZE OF MY RING!!! They sized in an entire size DOWN!!!

So, now they continue to have my ring and it's still not correct.

This is the worst experience ever!

Through it all, they have not offered me a dime of compensation. When I brought it up weeks ago, they said that they would think about it. But they have not offered anything.

I hope that no one has to go through the same experience that I'm going...

Unfortunately I did not have a good experience at this shop. It is clearly a reputable jewelry store with high quality jewelry and a great selection, but the service I received was not what I would expect for the amount of money I was dropping on the purchase. I was shopping for a wedding band and having a good experience with one saleswoman, who showed me a variety of bands and allowed me to try them on and compare how they looked with my engagement ring. I was torn between a fancy band with prong set baguette diamonds and a couple more simple bands with pave or channel settings that were about a third of the price. I was worried that the prong settings would catch too much, and the saleswoman agreed that the baguette ring would be more prone to catching than the others. At this point, another saleswoman jumped in (presumably because she saw an opportunity to get me to buy the much more expensive ring) and began to be very pushy about the baguette ring, even though I needed time to think about it. She went on and on about how my heart was calling for it and that it matched my engagement ring better. Her colleague explained that I was worried about snags, and she brushed that off, insisting that wouldn't happen, which is absurd. She began putting the other rings away so I could no longer compare them and started giving me a sales pitch about discounts and their jewelry protection plan. She blatantly lied about the cost of the protection plan, saying it was $140 when it was actually $209. I also purchased a pair of earrings and a protection plan was added to those without asking me. I ultimately went with the prong set baguette ring, after all I did like it a lot, but I now regret that I didn't go for something more practical, since my hope was to wear it every day for the rest of my life. I know if I hadn't felt rushed, I would have left feeling more secure in the purchase, regardless of which ring I picked. I hope this feedback is helpful for the store employees and prepares other customers for a more aggressive sales tactic than they could expect from a mom and pop...

In 2015 I bought a Tissot watch with 5 year protection. Fast forward to August 2017; the battery was dead. I brought the watch in at the same location I bought it to have it changed. For some odd reason they "couldn't find the watch in the system." They were able to see tens of other transactions and trades that took place over the last few years. Just not my Tissot watch. For this reason I had to pay $60 to have the watch shipped and fixed. Although I wasn't happy at all that they "couldn't find the watch in the system" and had to pay even after I bought the 5 year protection plan, it gets worse.:.

I went to pickup the watch during my lunch break. When picking up the watch, I said that the date was wrong. They said that that was NOT their responsibility. I asked, "why then could you make sure/check the correct time?" The lady just takes the watch. For 20 minutes she struggled with another employee how to change the date. She even asked me how to do it! How can a professional not know the products they sell??? They even pulled out the manuals to check. Logically by looking at the watch I thought I understood how to do it. But I decided to be calm and patient and let the "professionals" do it.

So after the 20 minutes of my time away from work (and yes, my time is very precious), the watch's date was fixed. No, I'm sorry from the employees that worked there for the time lost. During that same time they had to learn a basic component of their job. I'm sorry if I sound rude here, but I was calm. I am unhappy that my watch was not in the system, couldn't use the protection plan and the time wasted on the rude and unprofessional services given to me at this store. Just like the date on my watch, the service...