Essbe — Local services in Rochester

Horrible customer service and zero chances of offering acceptable solutions to problems with the materials used. The girls were never mean, everyone has always been sweet there, but when I had a slight problem, the owner and the manager acted unprofessionally. I used to love this store. I have multiple pieces of permanent jewelry, and most recently, I finally bought a permanent necklace with a birthstone added to it. It goes without saying that it was pricey, but I loved the necklace. The necklace chain that the employee helped me pick out was almost a double gold link. One week after wearing the necklace, it was so tangled in my shoulder-length hair and any clothing I wore with a collar that it begging to build up in the chain. I went to the store to show the employees and politely ask if there was anything I could do, they told me we could cut it off of you or add a clasp. I did mention that even if I could remove the necklace, it wouldn’t make the problem stop. The chain looked so gross full of tangled hair and clothing string. I asked if they could have the manager call me to see if I could possibly just switch the chain because the problem was due to the material not being suitable for a necklace as opposed to user error. They said yes “I will leave a message”. Multiple days later I receive a text, “sorry the only thing we can do is make your (gross) chain into a bracelet”. I already have bought multiple bracelets and just spent a few hundred dollars on the necklace. I said, thank you for letting me know but I would love to actually speak to the owner if possible. It has been weeks with no response. That is pretty terrible customer service and now I am still stuck with this expensive necklace that I have to get removed. I don’t believe it would be a lot to ask to exchange the chain for a different one since, again, the malfunction is not my fault. But they chose to not speak with me or have a conversation at all. Would never recommend them again. The photo shows the hair and string (about 5 inches of the necklace is covered in it despite me cleaning it out every day. Not very fair- the chain should not be sold...

I have purchased 3 pieces of permanent jewelry from Essbe. The first is a permanent bracelet - while I love it, the chains are showing significant signs of stretching, and I hope ton have a few links removed at some point. The second/third were a bracelet for my mom (no complaints), and a permanent necklace for myself. The necklace was adorable, but the chain caused lots of irritation around my neck - cuts, rash, etc. I reached out to the store both in person and via message, but was told that I would need to buy a NEW chain and have it put back on. Honestly - if the permanent jewelry is causing issues like this, one would think that a permanent jewelry store would offer to replace the chain, no questions asked. This poor approach to customer service was really disappointing, especially when the necklace was so expensive to begin with!

Edit : 9/17/24 The response from Essbe (noted below) is what I was told when reaching out previously. Pretty disappointing as the necklace purchased was over $120. One would think that having purchased multiple pieces of permanent jewelry from essbe, the business would do more to help...

I’m so disappointed. My mom paid a lot of money for me to get my dream anklet for my birthday. The ladies were really nice, but the quality is not there.

I got the permanent anklet with a cute charm and it came off a week later. I work from home at a desk job and I don’t wear socks or really do anything very active (just honest). It literally just dropped off, broken right where they “sealed” it. I called and they got me in to put it back on quickly (I was hoping my mom wouldn’t find out). Again really nice people but I was informed that if it happens again they would charge me, fair enough I figured, they aren’t a clasp, and I WANTED permanent. Then just two days after that my husband found it on the stairs, broken again, same spot. I had just gone up the stairs, no indication it was weak.

I don’t know what they’re doing or how they get off on these prices, but the quality is not there. Honestly if it was a better quality I could understand the price, but it seems like your just paying for flimsy chain and non-trained people with little to no experience with jewelry.

I wanted permanent, I...