Molinelli's Jewelers — Local services in Pocatello

UPDATE

LANCE MADE THINGS RIGHT. It took a while to get my watch fixed up (no fault of Lance - it was my husband's delay) but when it was taken back to the store and Lance saw it, he agreed that the work done was not up to par and should not have been handed back to us in its condition. He said that all of the Swarovski crystals should have been replaced at the same time for consistency of the crystals (so that some didn't appear darker than others which is what my watch looked like when originally given back) and it should have been cleaned before we picked it up (not with just a baby wipe as one of his employees suggested).

Basically, he was horrified and disappointed in the service we received (even agreeing that the employee we previously dealt with needs re-training) and he wanted to show us that what happened was out of the norm. He absolutely did that! He took my watch and had all of the crystals replaced, fixed the dial on the inside that was not originally fixed, cleaned it and replaced the watch band. Quite honestly it looks like a brand new watch! He also gave a $75 store credit to make up for the over-charge on the sterling silver necklace that was not repaired.

I give credit to Lance that he wants happy and satisfied customers leaving his store and he did everything he could to rectify the original experience we had there. He did a great job in making things right for us. I hope the other employee (the guy who suggested taking a baby wipe to clean the watch) has learned better customer service skills but we will not deal with anyone else at the store other than Lance. He cares about the quality of jewelry and service that customers receive!

THANK YOU LANCE, for making things RIGHT. My apologies that it took a couple of months to post this edited review. I truly appreciate what you did to rectify our situation and LOVE having my FAVORITE watch back!

ORIGINAL POST

Maybe we had high expectations since working with a higher quality and locally owned jeweler back in San Diego so we thought Molinellis would end up being our new locally owned hometown jeweler. We were WRONG! We gave them a $150 Peugeot watch that needed 5 Swarovski crystals fixed and the glass of the face of the watch repaired and the watch cleaned. They charged $40 and returned a watch that had 5 darkened crystals (we have no idea if they actually used Swarovski) 2 of which were crooked and the watch was never cleaned. I was SO DISAPPOINTED when I opened the box and saw the condition of my favorite watch. Not only did the crystals look terrible, they never bothered to clean the watch. My husband took it back to the store and was given the excuse of something about the copper in the watch not making it possible to clean with their chemicals and the jeweler did the best they could with the crystals. This is flat out a bunch of b.s. Collins jeweler, in San Diego, had to replace 2 crystals and clean the watch - the same job we took it to Molinellis for - and Collins did a beautiful job. So it seems to me that Molinellis just does terrible repairs. On top of that, there was a Sterling silver necklace that needed the chain links repaired and my husband asked for a quote before any work was done. They left him a voicemail saying it would be $50 to repair and conveniently went ahead and charged that without his authorization. This is a $15 Sterling silver necklace that we definitely didn't want to spend $50 to fix. Adding insult to injury, only 1 or the 2 spots on the chain was actually fixed!! We have since disputed this unauthorized charge. We would rather risk mailing our jewelry back to San Diego for any repairs in the future than wasting our time and money at Molinellis ever again. So much for...

We have been using Molinelli’s Jewelers for years. Their customer service is always impeccable and their work is always better than expected. They go above and beyond for their customers, genuinely care about their customers, and take pride in what they do.

My daughter was getting married and she and her fiancé chose to use my first engagement and wedding ring set given to me by my husband (before I was given an anniversary ring to wear instead). We took it to Molinelli’s to be resized. They were kind, they did exactly what needed done, inspected the ring, and did the work quickly. On the Friday before their Monday wedding, I called to see how late they were open because I needed to pick it up. They said they closed in 20 minutes. I said I would be right down to pick up the ring. Instead, it was offered to me that the ring could be dropped off to me at my home, on their way home, once the business closed. This way I didn’t have to rush down to pick it up. As promised, at about 6:15, there was a knock on the door and the ring was delivered to me. This was above and beyond and so deeply appreciated.

This wasn’t the first time that I have felt that they went above and beyond with their customer service. The care that this business takes to provide service and quality to their customers is the reason we continue to return and have made them our Jeweler of choice for...

Update- I was impressed on how the jewelry store went above and beyond on making an issue I had as listed previously right for my partner and I. They assured me no other customer would have this issue happen again, and I believe them. Thank you for making things right for my partner and I.

Pretty upset with the service. We dropped off a ring belonging to my mother in law on the 13th of July to only be resized, it was only supposed to take 7-10 days and we were to receive a phone call or text message when we could pick it up. After 3 days we got a phone call saying that the prongs on the ring were a little loose and that they recommended having them fixed as well, which was fine. we waited another 10 days and did not get a phone call or text so we called and they said no work had been done on the ring yet!!!! ( this makes 2 and a half weeks!) we wait another week and yet still no phone call. Finally we called on 8/14/19 and someone confirmed the ring was all ready for pick up. My partner went in this afternoon 8/16/19 to find out that her ring had not even been sized!!! i'm very frustrated that a 7-10 "easy fix" has turned...