Plano Custom Jewelers — Local services in Plano

I recently received a watch for Christmas, and I came to this jeweler to have the band sized so that I could begin wearing it. The watch still had some of the plastic protection on it, and it was still in mint condition. This jeweler failed in so many ways that I will NEVER give them my business again, and I'm posting this review to warn other consumers with the hopes of preventing other jewelry from being destroyed.

I showed up a little after 10am on 1/14/2025 with my new watch still in its original box. After waiting to be helped for an unacceptable amount of time, I finally received assistance from a store associate. I explained that I simply wanted to have the watch band adjusted to my wrist size. He took it to a young associate in the back. I assumed it would be a very quick and easy process, but as I waited for several more minutes, I continued to hear loud banging/hammering sounds. It seemed unusual to me that such aggression was necessary for a simple band adjustment. Eventually, the associate came back out and apologized for how long it took his younger associate to adjust the band. He handed me a little bag with the removed links and pins. One pin was broken, the other pin was severely bent, and the two removed links were severely scratched. I attached a photo for reference. I questioned the condition of the removed components, but the associate explained they could order me new links and pins if I ever needed them.

I reluctantly left the store after spending a significantly longer time than anticipated for a simple task. When I got home, I took a closer look at my new watch and noticed how damaged my band was after this jeweler banged the heck out of it.  I attached photos of that for reference as well.

I researched online and found that Watches of Switzerland sells the same brand of watch. I drove over there and told them what had happened. They were just as appalled as I was when they saw the condition of the removed links and pins, especially my damaged band. They explained that this jeweler clearly had no idea what they were doing. There's a simple tool that's commonly used to remove and insert pins. No hammering required...  They also showed me where this jeweler tried to remove permanent pins from the top of the band instead of the actual removable pins at the bottom of the band. Whoever worked on my watch at this jeweler is clearly INCOMPETENT and shouldn't be allowed anywhere near watches or jewelry.

I came to this jeweler because of the numerous 5.0 star ratings, which I now believe to be fake. I trusted them with my brand new watch, and they destroyed it before I could even wear it. They should be ashamed of themselves. So, please be careful if you decide to do business at...

I’ve had my Movado Classic for over 14 years—it’s been with me through a lot. Unfortunately, I accidentally dropped it, and the face snapped out. I searched online for a repair or jewelry shop nearby, but couldn’t find anything convenient. I decided to head toward the mall and, on a whim, checked Google Maps again. That’s when Plano Custom Jewelers popped up—less than half a mile away. I made a quick U-turn and headed straight there.

When I arrived, a couple was getting some rings resized, and a polite young gentleman greeted me right away and asked how he could help. I told him I could wait. Just two minutes later, the owner, Willie, came out from the back. I explained what happened, and he took a look at my watch. Without hesitation, he went into the back and put it back together. But that’s not all—he also cleaned the watch and made it look almost brand new again!

Willie was incredibly friendly, professional, and honest. No pressure, no upselling—just great customer service. It’s rare to find a local business like this that truly cares. They also have a really nice selection of unique watches and jewelry. I highly recommend Plano Custom Jewelers if you’re looking for quality service and genuine people. Support your local businesses—you...

They tried to charge me for a new movement (~$150) because they didn't know how to reset my watch after changing the battery.

They also scratched the back of my watch and got belligerent when I called them out on it.

They didn't return my phone call when they said they would, and I had to show up to an empty store just to find out the status on my watch.

Got the watch fixed next day within an hour by another local shop at Stonebriar. The watch just needed to be reset after installing the new battery.

This store will not respect your sensitive items, valuable or not. They will be aggressive when you show your displeasure with them after they damage your property. Thankfully my item wasn't valuable monetarily, only sentimentally, but I definitely wouldn't trust them with anything of mine ever again.

The outdoor photo below is before I brought the watch in, and the two in my window show the scratches they left...