Gwen's Fine Jewelers — Local services in Richmond

Me and my fiancé went to Gwen’s to create a custom wedding band set, Overall, hardly any communication throughout the whole process. Originally was supposed to receive a mockup within a 10 day period of purchasing my stone prior to our proposal, ended up being a month. We asked when we later went in to get my band resized: they stated they went on vacation and I guess just failed to notify their clients. So anyways we give my ring back to get the temporary band resized, got it back in about a week which is the only reason I’m giving 2 stars instead of 1. When we went to go pick it up that’s when we finally got our first mockup which was nothing like we described band design wise nor anything similar to the reference photos we submitted. After that I sent more reference material to the number provided (July 11th), after 4 days they were finally viewed but then left me read (July 14). I waited and waited, a month later still nothing. So I reached out explaining we were going to a different jeweler simply because the lack of communication and overall slow pace; received no reply, but their read receipts are on. Very unprofessional imo. This is supposed to be a lovely experience, but if anything they have kinda tainted that for me and my partner. Me and him got engaged June 28th; he purchased the ring late May to early June I believe so they’ve have plentyyyy of time. Will be going to Hoppers : my brother is getting married this Christmas, within a MONTH he’s received countless mockups and the ring is already...

I have been a loyal customer for years, but unfortunately, I can no longer continue patronizing this business due to the sales tactics employed. While I understand that sales are an essential part of their business, the approach has become overwhelmingly aggressive and persistent to the point of discomfort and unbearable anxiety.

My last visit was especially difficult and ultimately the reason I decided to stop coming. The sales tactics felt excessive and overbearing, leaving me feeling overwhelmed and full of anxiety. It was particularly upsetting because I was in a vulnerable emotional state, having recently experienced two devastating losses in my family. Instead of being met with understanding and sensitivity, I felt pressured and unable to decline their persistent sales efforts.

While I previously appreciated their services and invested significantly as a customer over the years, the level of pressure I experienced during my last visit was unacceptable. For this reason, I can no longer support this business.

A few months after my last visit, I received a very sincere and heartfelt apology from one of the sales team that was there that day. This person no longer works there because of the way the owner treated her customers. The heartfelt apology was so sincere and validated my feelings from the way I was treated that day. I respect this person so much and cannot thank them enough for making me feel validated in the way I felt...

Excellent experience tonight at Gwen's Fine Jewelers. My husband and I are fairly new to Richmond and we are slowly finding out our go to locations for many services and shopping. I visited the store around Christmas and was taken such good care of even though I didn't make a purchase. I did come back to the store today for my special Valentine a new Wedding Band. Once again, I was treated with respect and just as things were explained to me when I visited in December was confirmed again tonight. Amber took great care of me. Thank you so much for making me feel welcome and taking care of me on this late evening. Amber, Gwen and everyone was so friendly and helpful. My husband and I will definitely be back to shop with you in the future. Thank you also for the extended shopping hours on this special day for those of us that were not able to shop sooner. My husband loved the ring as well. We will be...