Rogers & Hollands Jewelers — Local services in Rochester

Let this be known that this is my first time ever writing a review. I felt that my experience was so terrible at Rochester Rodgers and Hollands that I had to make people aware so they don't make the same mistake of choosing to buy jewelry from this store. I recently got engaged and my ring needed to be resized. As soon as I walked in the door, it all went down hill from there. First of all, there was complete lack of professionalism by EVERYONE in the store. All I heard was that they didn't want to be at work and they couldn't wait to go home and get out of there! While I was trying on different sizes, I also had my ring cleaned. Once he was done cleaning my ring, he proceeded to bring me the wrong ring...Finally, the poorly trained sales associate tells me that they would be able to resize my ring in the store on Saturday (it was Friday), but as I am getting ready to leave, a different sales associate approaches me and tells me that it would be sent to Chicago because she doesn't trust her jeweler to resize the ring. She then tells me that it would take at least 3 weeks. Honestly, I have zero faith that my ring will even come back in one piece. PLEASE, PLEASE, do not buy from this store. Please go to a jewelry store where people will appreciate your business and have good customer service. I left this store in completely shock. We will never spend a penny in this store again and I will be sure to let everyone know about my experience so people do not get treated the same way, especially when you are expected to spend thousands of dollars on their...

I wanted to get a necklace made for my mom for Mothers Day using a family heirloom diamond. I brought the diamond in and figured out a design with the associate in the store 6 weeks before Mothers Day, figuring 6 weeks would be ample time to get the necklace finished. I called 1 week before Mother's Day to see if the necklace was done... turns out they had forgotten it in a drawer and it hadn't even been started. They were apologetic and promised it would be done in two weeks (which meant 1 week after I was supposed to give this to my mom). I was told it would be done on a Saturday, when I showed up to get the necklace they told me they had been sent the wrong size stones and it would be another week before it was finished. Apparently someone had been told to notify me of the delay but they failed to initiate even this small courtesy. I have never experienced worse costumer service or a company that is so completely inept at providing the service I am paying for. It has now been almost 2 months since I commissioned the order and it's still not completed. If I would have known what a fiasco this simple order was to become I would have chosen a different jeweler. I will NEVER bring my business to Rogers and Hollands again and would urge anyone else to...

Took my ring in for an inspection and sat there for over and hour for the employee to figure out what he needed to do or not do he definitely wasn’t trained well and no one was willing to help him within the store.. he said my diamond was loose but he said my ring was good to go.. but when I took a look I noticed my prong was cracked. He said I don’t think you need to do anything this time just come in and have it fixed next time. I asked if there was a chance my diamond would fall out he said well maybe.. I said I would like it fixed then. He then spent another 45 minutes trying to get it set up to send my ring out. It took 4 weeks for it to come back and they didn’t fix the issue it was sent in for because the employee filled out the repair as a retip not a prong crack. Then they said what is wrong with your ring won’t be covered by insurance because you missed a 6 month inspection. We have never missed a 6 month inspection. Needless to say they charged me $117 to pay to have my prong fixed. Something I should have known when I came in the first time. Every time I come in there no one knows what they are doing or what they need to do and blame it on past employees. Needless to say the employee that I had the first go around was still...