Underwood Jewelers — Local services in Ponte Vedra Beach

My recent visit to Underwood Jewelers in Ponte Vedra, Florida, left me thoroughly impressed, thanks to the exceptional service provided by their seasoned jewelry associate, Kelli Whitman.

She mentioned her 14 years of experience at Underwood Jewelers, and it was evident! Kelli's expertise shone through from the moment I stepped into the store. Despite not having purchased my Rolex from them, Kelli went above and beyond. I recently ordered a new Rolex bracelet and needed it changed out. She got right to work changing out the bracelet for me at no cost, completing the task within minutes. This level of service, especially for a non-purchase, speaks volumes about the dedication and generosity of the staff at Underwood Jewelers.

Kelli's wealth of knowledge about Rolex watches was evident as she took the time to discuss potential future purchases. Her insights into the brand and its intricacies surpassed my expectations, making me confident that Underwood Jewelers is the ideal authorized dealer for my future Rolex acquisitions. I currently have an AD in Miami and Kelli made me instantly want to change and work exclusively with her.

What truly set this experience apart was the outstanding attention we received from Kelli. Not only did she warmly engage with me, but she also extended her hospitality to my wife, guiding her through the store to try on an array of exquisite diamond earrings and rings. She made us feel like she had all the time in the world for just us. Truly was remarkable.

Kelli's genuine enthusiasm and commitment to creating a personalized experience made our visit unforgettable.

It's worth noting that Underwood Jewelers changed my Rolex bracelet without any charge, demonstrating their commitment to exceptional service. This swift and complimentary service, even for non-purchased items, is a testament to their dedication to customer satisfaction.

Following this remarkable experience, there's no doubt that Kelli at Underwood Jewelers will be our go-to jewelry dealer. Her outstanding service, combined with the overall excellence of Underwood Jewelers, has secured our loyalty. If you're in search of unparalleled service and a knowledgeable, friendly face, Kelli at Underwood Jewelers is the one to see. She's redefined our expectations, and we look forward to making her our number one jewelry destination for...

Overall very poor customer service and absolutely would not recommend to anyone.

My wife and I stopped by to see if they could repair a prong on her engagement ring. My wife was originally rebuffed by the woman who received her behind the counter stating that she didn't think her ring was a diamond and that they would have to test it. I understand this is standard practice to ensure the value of material they will be working on and have no issue with testing the diamond. The issue lies with how the customer service rep handled the testing machine having technical difficulties and not reading the diamond. This occurred not only when testing my wife's ring but with multiple other diamonds behind the counter. She then asked my wife to come out to the car and confirm with me that the ring was actually a diamond.

Upon picking up the ring after the prong was fixed, the entire setting was crooked. This was visible within seconds of looking at the ring and reviewing the repair. The fact that the ring would be worked on and pass any sort of quality control with such a visible error is concerning. When I informed the customer service rep, she was hesitant to admit the ring was crooked. We left the ring with them for another few days to have them fix the setting that they had bent.

A few days after finally picking up the ring, a side diamond fell out of it's setting directly next to the prongs that were crooked. My wife brought the ring back to Underwood's in hopes that they would repair the ring again, considering this setting was most likely damaged in the previous attempted repair of the ring.

It became obvious that the customer service representative's sole desire was to have more work done besides reset the diamond and charge my wife for any and all work possible. My wife left with the ring and didn't feel comfortable having them attempt any further repairs due to the very clear lack of accountability and...

Everybody knows that Rolex do not take any order at the moment, I was thinking the same thing until I met Kelli Whiteman in this location. She is just AMAZING, super SWEET, and extremely PATIENT with me. I have been dreaming about owning a Rolex for a number of years, and I always thinking maybe next month, maybe next birthday, maybe next big milestone......When the time really came, COVID was here so I was like let's just be patient. After that I read many posts online talking about how Rolex AD requires tons of money down and let people wait for longer than a year. I was like I am not going to jump into the hype cause I want my experience with buying my first Rolex be really meaningful for me, I want to enjoy the process not just giving people money first before I even try it on my wrist. Underwood Jewelers ponte vedra is the one really close to where I live, so I decided to give it a try to see if I can find a really nice AD for my Rolex. I called and spoke to Kelli during the phone then scheduled an appointment with her. I also brought my mother with me for my appointment since she is also interested in ordering one timepiece for herself. Both my mom and I are thinking Kelli is the most professional, most honest, most patient sales person we have ever met. I am saying this from my heart. The ordering process is very smooth. I ordered my dream watch today and my mom ended up order one for herself too because she really loves how Kelli took her time sitting and chatting with us. Kelli took very long time explaining to us what has changed for placing an order with Rolex and what our choices are at this point. I had to say she made our day and I truly truly enjoy the process of ordering my first dream Rolex. I will definitely recommend Kelli to all my friends and families and use her for our future Jeweler needs. Thank you so so much for your kind help Kelli. We really...