Rogers & Hollands Jewelers — Local services in Peoria

My fiancé purchased my engagement ring and wedding band from the Rogers & Hollands store that is located in the Northwoods Mall in Peoria, IL. He had a good experience and everyone was very pleasant, so that is the only reason why there are two stars listed. Recently, we were trying to decide if we wanted to buy a new, heavier, ring for my fiancé or if we would like to us his fathers' ring on our big day. To decide that, we needed to know how much it would be to resize his fathers' ring or to purchase a more durable ring. The computers were down that day and so the "management associate" wrote on a piece of paper, and I quote, "06/05/21 1:25 pm Dropped of yellow gold ring- sending to our local jeweler for an estimate for sizing to an 11." then she signed her name, Krista, and stapled her business card to the piece of paper. She took the ring and said someone would be giving us a call with an estimate. A few days later, something arrived in the mail which what looked like, to me, a permission form to have the alterations done to the ring. So I called them and spoke to Krista, and she explained that it was just confirming that they have our ring and that we are waiting for an estimate from the jeweler and that they were not to alter the ring size yet. I was okay with that and kept waiting for our ring- didn't notice at the time, but they noted on this receipt that the size was 10.5. Almost a month goes by and they call me today to tell me the ring is sized and ready to be picked up. I explained that we did not authorize to have the ring sized nor did we receive an estimate of what it would cost. The person I was speaking to just kept repeating that it was sized and that she acknowledges that we asked for an estimate- we weren't getting anywhere. So she went and grabbed her manager, Angie. I explained that we will not pay for something we did not authorize and found the whole situation absurd. She never once apologized for the miscommunication, knowing they were in the wrong, and she said that they will have to send the ring BACK to the jeweler to have it sized back DOWN to the original size. I wasn't sure what quite to say, so I said okay. I called them again and asked to speak with the manager, Angie. I actually recorded the conversation because I was so worried about how this situation was going. I explained that we were very worried about this ring being lost or damaged and that we hadn't signed anything saying any of this was okay and that there was already a mistake done. Suggested to her that it would be better customer service on their part to let us have our ring back and be done with this whole situation. The whole time she blamed the mistake on the jeweler and still never apologized- she was telling me that if the jeweler does not fix his mistake she will have to pay him. My fiancé ended up calling them explaining how ridiculous all of this was and that he would like our ring back and to be done- he said that the manager, Angie, was so frustrated with him that she finally said, 'fine come and get the ring. Thank you.' and hung up on him. He went straight there and picked up his dad's ring. He said everyone in the store refused to look at him besides the person helping him, which he did say she was nice. We felt ignored and that our concerns were invalid. They should have apologized to us and tried to make the situation better. Which they did not do and they blamed everyone else, but themselves. Very disappointed and we wish, now, that we had bought my ring through a different company.....

This was by far the worst jewelry store that I have ever worked with. On June 1st, my fiance and I went in to look for a men's wedding band. We found one that I liked and ordered it that day. When we were checking out, the assistant manager (who we were working with the entire time) let me know that the size I needed was a custom order, but it should be in within 2-4 weeks. 2 weeks went by and I had not heard anything so I gave the store a call. The worker let me know that it wasn't ready yet and it should be in closer to the 4 week time estimate. Fast forward to week 5 and I still had not heard anything. I called back again and after awhile on the phone, the worker had to call their "home office" about my order. After getting ahold of them she let me know that it was taking a little longer than usual but it would be in within the next 2 weeks. So those 2 more weeks go by and still nothing. I call back again and talked to someone different than the first time. Same story about how they had to call their home office, but this time she would have to call me back. Well, she never called back and 2 more weeks went by. For reference, we are now at week 9 since I ordered my ring. I called back again and the worker said she needed to get ahold of their home office (seems to be a trend here). She called me back and magically the ring would be in that week. So after 10 weeks of waiting, I head to the store and pick up my ring. I get home and look at/try on my ring and for some reason, it feels a lot tighter than I thought it would be. My fiance and I buy a ring sizer off of Amazon and come to find out they gave me a ring a 1/2 size smaller than what I ordered (This was confirmed by Rogers and Hollands when I brought it back to them). Conveniently this 1/2 size smaller ring was the size that did not need a special order. So I have to imagine they realized for whatever reason they were not going to be able to make the size I needed and that it had already been 10 weeks so they decided to try to get away with selling me a different ring than I ordered. The ring was brought back to the store and I ordered a ring from a different jeweler. I will never ben going back to this jewelry store and I highly recommend you take caution if you...

My husband purchased my ring from Rogers and Holland last March and within 9 months it had to be sent off 3 times for 4 stones falling out of the band, one of the prongs holding the main stone broke and had to be replaced resulting in me receiving the ring back with the main stone crooked and different size prongs. I told them about it and they said they would take care of it during the second repair. Got it back and it still was not fixed. At this point I only had a few weeks until the wedding, the ring was gone more than with me so I had no choice but to deal with it for the time being. Plus I was anticipating that another stone would fall out again at some point and I would have them repair it then. The third time the stone fell out they gave me the option to get this one repaired, get a new ring or pick out a new style, and I chose to try to repair it one last time since it was the ring I got married with. It came back and a few months went by with no incidences and then I take it in to be cleaned and less than an hour after another stone fell out! I told them to go ahead and replace the ring with a new one hoping that it was just a fault with that ring. The current ring seems to be holding up well, except for the fact that they missed making part of the band rose gold and is just gold. I love this ring so much but am appalled at the quality of the rings. If this ring does not work out then my only option is to get a new style at the same value as my current ring, which I am completely against because I will no longer have the ring that my husband gave me for our wedding. For a company whose product embodies the idea of marriage, their quality certainly does not come close to lasting that long! This whole experience has been an absolute nightmare and their employees seem completely unsympathetic and unconcerned with...