Rogers & Hollands Jewelers — Local services in Orland Township

I would not buy any jewelry from Rogers & Hollands ever again. I came into this location on 8/1/2019 to have a look at the engagement rings. I first talked to Eddie for a couple of minutes until he sent me over to Laura to look at the black diamond selection. I mentioned to Laura that my fiancee prefers black diamonds, and I asked her if their selection of black diamonds was natural. She told me verbatim, "Yes, all of our stones are natural." We continued with the shopping process and I mentioned to her that I would like to have rubies incorporated into the ring somehow as well. She told me this was possible, and that 2 peekaboo rubies could be added under the 1 carat black diamond in the center. I agreed to this and took out a line of credit with Rogers & Hollands for the ring. I purchased a lifetime protection plan with the ring as well and left the store. Laura told me the ring would be there by the next week. When I got back to my car and looked at the receipt closely, I noticed that the price for the black diamond was much lower that the price for other natural black diamonds online. 1/3rd of the price. When I got home from Rogers & Hollands on 8/1, I called back to the store to ask Laura if the black diamond had been treated in any way. I had done some research and learned that black diamonds are sometimes actually white diamonds with inclusions or flaws that have been treated to get their black color. As opposed to natural black diamonds that haven't been altered. When I called, Laura wasn't available. She called me back approximately an hour later and I asked her if the black diamond on my ring had been treated in anyway. She told me to "Hold on for a second" and asked someone who I presume was next to her "he wants to know if our black diamonds have been treated". I didn't hear what the other person said in response to her but she then said to me "No the black diamonds are natural they haven't been treated or anything." I asked "Oh okay well does it have a certificate?" She responded "No that one doesn't come with a certificate because we got the stone from a pendant." I told her I was just wondering why the price of the diamond was so low if it was natural. She said "That's just because there isn't a very high demand for them." I accepted her answer and hung up. When it came time to pick the ring up about a week later on 8/7/2019 I went into the store at about 10AM, right as they were opening. I picked the ring up from the front counter and I asked the cashier about their return policy and how it worked. She told me I could make the return within 60 days of purchase, and that I might have to pay a restocking fee, but that would be it. After proposing to my fiancee, we went downtown to the gemologist on 8/14 together to have the ring looked at. The gemologist informed us that the black diamond was NOT a natural black diamond and had been irradiated to obtain the black color. She also told us that the ring was only worth about $900 when I had been charged over $3K for the ring. Naturally, we decided to return the ring after hearing this news. I went into the store today 8/16 at approximately 2PM to return the ring. I checked their return policy before I went and it reads "If returned merchandise has been altered (for example, rings re-sized or soldered, or stones added, removed or replaced, or chains shortened), then a restocking fee of 10% of your original purchase price will be assessed up to a maximum fee of $75.00." When I got there, Eddie and the other people working told me that the ring actually couldn't be returned because it had been "customized". The 2 tiny rubies that had been added to the ring allegedly count as a "customization" according to them, and customized rings cant be returned. Adding stones was listed as an "alteration" and not a "customization" in their return policy though. Not to mention the fact that I was repeatedly lied to about the diamond being naturally black and untreated. I left the ring with them and walked away. This has ruined my...

Have had nothing but problems with this store. My husband and I just got married on October 28th in Florida. I bought my wedding band here and he bought his ring here earlier this year around February. They were great with us at first. A couple of months after buying the rings, my husbands ring was taken out of the box and accidentally dropped on the ground. He put it on his finger and when he took it off he had cut himself due to the ring cracking on the inside. We both knew that it should NOT have cracked after it barely fell on the ground. In early August, he took it back to the store so they could fix it. They told him it was going to get sent somewhere to get fixed and at most it should take 3-4 weeks. They also said they would give us a call to let us know when exactly it should be back in the store. About a month went by and we heard nothing from them. I decided to call myself about the status of his ring. The woman I spoke to told me the ring was still in New York and now it would not arrive until about a week before the wedding or the week OF the wedding. I stressed to her how important it was that we have the ring before we fly out to Florida to get married. She guaranteed it would be in before we had to leave for the wedding. Another week or so goes by and we hear nothing. It is now the week before the wedding and they finally call and let my husband know his ring should be in the very next day, which made us very happy. The next day he receives another call letting him know that there was an unexpected delay on his ring and it would not arrive until NOVEMBER 8TH!!! He was ALSO told that his ring had cracked because it was defective....but most of all....he was not able to wear his actually wedding ring for his wedding. At this point we are both furious and really hope that they realize how much they have screwed up. When my husband went into the store the same day to see what they could do for the inconvenience, they gave him the scratched up, worn out display ring version of his actual ring that was way to big, to wear in the meantime until his real ring arrived. If my husband did not love that ring as much as he does, we would have thrown that display ring right back at their faces. So we get through the wedding and our honeymoon with my husband wearing the display ring. We received a call from Rogers&Hollands the day we were flying back home from Florida that his real ring arrived in the store early and that we could come to pick it up at anytime. The next day my husband gets up early and drives 45 minutes to FINALLY get his real ring back. He arrives to the store and SOMEHOW.....HIS RING IS THE WRONG SIZE!!! Now how that happened, I really do not know. They claim NO responsibility because this "outside place" they ship it to to get fixed "has nothing to do with them". Not once have they offered money back, a credit, NOTHING for the inconvenience except a beat up display ring to use in the meantime. After speaking with corporate many times, they finally offered us a lousy $25 off of his ring or a $50 dollar credit to the store....this really shows how very little they care about their customers. How would they feel to have to wear some fake display ring instead of their real ring on the most important day of their lives? I am completely speechless and frustrated with this place. It is now 3 months later after taking my husbands ring back to get fixed and he STILL does not have this ring in his possession. Not sure if its the entire company or just the location, but this is completely unacceptable. I recommend taking your business elsewhere. Horrible...

I LOVE Rodgers and Hollands! I love the warrantee and products. Typically, i live the customer care. I reccomend Rodgers and Hollands to everyone and anyone! This past experience was with the Orland Mall manager. While I was looking at jewelry, it was as if he did not take me seriously. I am a grown woman and I was looking for rings for myself. He would grab the rings I was looking at, but would also have his phone on the counter, scowling through Instagram and other social media outlets. I understand I am not the richest person in the world, but I am a customer. I also know for a fact that the individual employee benefits from people opening credit cards. I opened one and spend a good amount based on the small purchase i made. I felt very unimportant. Additionally, I found out they do trade-ins with other companies jewelry as long as it is gold. I had an old ring that I honestly didn't know what it was made of. I felt really judged when he told me it was not gold. I admitted from the start that I had no idea what it was made of or quality. I gave 3 stars because I love the company so much. I would give 1 star for the customer service. Overall, I felt like I was not important and an annoyance to this man. Additionally, this was 11am on a Saturday with only 1 other customer in the store who was working with...