The Jewelry Exchange in Redwood City — Local services in Redwood City

The crew at The Jewelry Exchange are just AWESOME AND AMAZING!!! We had come here a couple of times previously to purchase a J letter pendant, first in yellow gold and then again in white gold and also for cleaning. Both times, we were assisted by Olga, who went above and beyond in helping us with what my wife was looking for.

As we got out of the car this time around, it took a while as my wife was using crutches but luckily, we were able to nab the parking right in front of the store. I noticed one of the employees was making his way to the door as well. What happened next literally floored us; he went to the door and opened it! James said that he saw us pull up and when he saw my wife on crutches, he made a beeline to the door to make sure it was open. While we were sitting and waiting for the jewelry to be finished, I happened to look up at the banner hanging above us that stated 1 carat diamond rings starting at $699 and right above that, stackable diamond rings starting at $199. I joked around with my wife and asked, "You want to see what they have in the case?" She laughed but humored me and we walked to the ring case. Since Olga was with another client, Lilian was more than happy to show us what inventory they had. She asked how many carats we wanted to see and we asked if she could just bring out what was available. Lilian brought out a 3 carat solitaire set in white gold and had my wife try it on; unfortunately, it just looked too big on my wife's finger so we asked if there was another style available. Lilian then brought out a three stone setting, also in white gold and same amount of carats. Initially, my wife was hesitant to try something so quaint and elegant but yet, she was mesmerized by it's sheer beauty and brilliance. She kept looking at her finger and was giddy. I asked if she liked it and she said that it was really nice but not right now. Just then, Lilibeth happened to walk by and saw how it looked on my wife's hand and she exclaimed, "Gorgeous!" By this time, Olga had already finished with her client and came by and said, "That looks so good on you!" Everyone was just in awe at how beautiful the ring looked on my wife's hand. At that moment, I knew that we had found the one and asked that Lilian ring us up. My wife looked at me with a perplexed look on her face and was like, "What??" I just looked at her and said, "Happy Anniversary, Birthday and will you marry me again?" At that, there was a collective gasp from Olga, Lilibeth and Lilian and joyous celebration ensued!

In any event, this day was so memorable and glad that we were able to share it with The Jewelry Exchange, notably with Olga, Lilian, Lilibeth and James. This group definitely form the core of a great team of SAs. They listen to our needs and wants, establish a baseline and show items that we may be interested in and no forceable pitching to purchase. No rushing involved but rather take our time and see what works and if it's just browsing, so be it. Our kudos and deep appreciation for everything they did for us this visit. We'll continue to come by often and just hang for a session or two and maybe add to...

In response to the owners response (on yelp)....A reputable jeweler shop would not outsource a professional jewelry repair person (who works in house) and then request the customer to pay them for their service while the jeweler takes a hidden service fee, basically acting as a third party vendor...

You're basically the DoorDash of the jewelry business when it comes to jewelry repair/alterations

A reputable jeweler would hire a professional repair person on a salary or hourly based position and pay them directly from the revenue and provide them with work orders.

You had the chance to make it right in person lol.

Dishonest-Non profesional and not knowledgeable of basics even when using tools

Mainly disappointed in the customer service and dishonesty of their word which I wish I had in writing.

I spent close to 9k on an engagement ring.

They recommended I resize the ring before I proposed. I even asked if it still doesn't fit or if I ever needed it resized in the future is it covered

They told me it was covered for the lifetime at no charge.

I needed to bring the ring size down even a little more so when I went in, I was shocked they wanted to charge me $45. I mentioned what they told me and they said they only do one complimentary sizing.

Then I found out they actually wanted to charge $120 to resize (bc it's white gold-just another demonstration of 1 person not knowing their own claimed policy)

Aside from that, the 3 people helping me used a tool to check the size and they all said it was 5.5. I was shocked bc when I had it resized the 1st time it was to 5 3/4's .

I asked if they were sure, and if it was in the records . They said they couldn't check the records because the system was down.

I was most upset bc they asked my fiancée if the ring was even Hers, insinuating that maybe we found or stole the ring.

I also mentioned to them we were planning to buy our wedding bands with them and are you sure there is no way you can honor the resizing at no extra cost as mentioned to me when purchasing the ring.

They stuck to there guns. I will never make a purchase with them again.

I took the ring to Shane co where I've bought gold and diamond necklaces before. They charged $135 to resize since I did not purchase with them. And ensured me anything purchased with them is guaranteed for life including complimentary resizing if ever needed.

They were shocked to hear they don't offer complimentary lifetime resizing at the jewelry exchange. The sales lady at Shane co also measured the ring at 5 3/4s, which is exactly what it was suppose to be, without knowing that jewelry exchange had told me it was 5.5.

Overall I'm satisfied with the setting and diamond I chose but the dishonesty, accusations made about the ring not being ours, not knowing how to properly measure a ring with a slightly different shape and the overall performance of their customer service is absolutely horrible when considering your helping two people with such an important event...

I've been a customer of JE for over several years now. I still remember as if it was only yesterday when Rena helped me during our first time here around 8-10 years ago. Rena has always provided us with exceptional customer service and she genuinely cares to ensure we are very satisfied with the quality our purchase.

I recently came back as I wanted to purchase a unique piece in addition to my current set of rings. I would think after not seeing her for over several years that things would be different as time and people change. As we walked in, we were greeted right away by a staff and minutes later, there goes Rena coming out of the office with a huge smile as she welcomes us. She treated us no different than when we first met.

I gave Rena my set of rings for inspection and cleaning. She pointed out I have 2 loose stones due to prong had broken off. Thank god she addressed it, or else, I would've lost them. It was repaired within a week. I finally decided to purchase "the one" as I was indecisive at first. My husband called Rena, placed the order by phone, and she sent it for resizing.

We picked up my new ring today and Lyn, who is such a sweetheart, helped us as Rena was in the middle of helping another client. Even then, JE never fails to amaze us of the quality of craftsmanship they provide. The ring is exactly as how I envisioned and it fits my finger like a glove. It looks like it was customized to match my current setting. Lyn even threw a jewelry cleaner, so I can maintain the brilliance of my diamonds at the comfort of my own home.

Rena, of course, did not let us leave the store without giving us a quick wave of good bye despite being with a client. Between the various selections to choose from, to the quality of craftsmanship, to unbeatable price, to Rena and her staff continously providing excellent customer service over the years...We are definitely satisfied customers who will continue to return for many...