Gruno's Diamonds — Local services in Rockford Township

Had a pretty bad experience here. I came into the store about 2 years ago and told them I was interested in a Rolex. I understand the demand and lack of supply so I admitted to them I am willing to wait. I met with the sales associate in person and told her which model I was interested in and why. She was nice, well mannered and gave me her card at the end of the interaction. Fast forward to April 2023. I thought I would check in as I have not heard anything from Gruno’s or the sales associate I originally spoke to. Now I understand the demand is high but my co worker told me he successfully purchased a Daytona from here after 11 months of waiting. So I decide to be patient.

I decided I to call to see if the sales associate is there. I was told she no longer works there, and hasn’t worked there for at least a month. I asked If I could be set up with someone new, and they told me that would be no problem. I arrive and am greeted at the door by an associate who I assume must be a newer hire. She doesn’t introduce herself. She instantly tells me that if I’ve met with a previous sales associate, my interest is noted and I should continue to wait. She proceeds to stare blankly at me as if to say that this is as far as this interaction would go. I soon found out why she was being standoffish. I politely state to her that I would like to update which model I am interested in, as Rolex has since released newer models over the past year and a half (I didn’t say that last part out loud). She finally invites me away from the door and into the store to look me up in their system. Much to my surprise I’m not in their system! She says there is no record of me. She proceeds to ask me if I came in to the store or if I sent an email, referring to my previous conversations with the former sales associate. I tell her that it was in person. I ask her how it could be that I’m not in the system. She says sometimes when people contact us through email or phone, we don’t put them in our system. I again told her I was here in person. She says to me, in an annoyed tone, that she can’t say why it happened but that’s usually the reason why people don’t get entered into the system. I’m confused now because she didn’t answer my question. She assured me that I am now definitely in their system. I moved forward and asked her to see the display models. She shows me them and makes awkward small talk. As I’m wrapping up the conversation and thanking her for her time. I finally ask what her name is (she didn’t introduce herself) and ask if I could have a card (she didn’t offer me one). Overall bad experience. I do not recommend coming here if you are looking for half way decent treatment. Good luck to those in the market for a Rolex. Maybe try a place with a working “system”.

Update: I decided to give the store a call and see if the new sales associate I was working with would be better luck for me. Well to my surprise nothing has really changed. She states that she sees my name and interest in their system (it works now). But she needs me to come into the store in person and notes that she cannot make deals unless we have met in person. I remind her that we have met in person and I have even tried on some of the models. She tell me that her “notes” say otherwise. I ask her if she is saying I’m lying and she simply replies “I’m just saying what’s in the notes”. In any case I would advise people to avoid Gruno’s. Maybe their other sales associates are better. If you do try to go in, avoid Victoria, very...

Gruno's Diamonds is the BEST Rolex Authorized Dealer in my opinion. These guys are as GOOD AS IT GETS in my book. I have been an Rolex and other watch brands enthusiasts for a number of years. I have purchased numerous watches, many of them Rolex. Most of my purchases have been at Authorized Dealers within the USA, including my home state California, and on my travels to Las Vegas and Chicago. I have also had a few where I purchased from "grey" dealers. I was initially led to Gruno's because they had a particular Rolex watch that had been discontinued. After the initial experience working with Nic, I came back within the next several of years for 5 more Rolex watches for myself and family members. Every time, I was ALWAYS treated with the utmost respect and care. Paperwork, hang tags, bezel protectors, cloth, boxes, appraisal documents were always provided. I am VERY particular about my purchases. I want EVERYTHING in order. Customers obviously love Gruno's because they have opened another store in Madison. I will be a continued fan and customer of Gruno's for many years to come. Not only for watches, but for diamonds as well! Please ask for Nic, he will take...

Amazing experience here with Jeannie M. at the Rockford location. We looked absolutely everywhere for over two years to find a Rolex watch for my Dad. We visited at least a dozen Rolex dealers - whenever we’d travel we’d check at the local dealer, etc. Everywhere we went, we were basically treated poorly and were at best told we could “get on the waiting list” but nobody really seemed to take any interest in actually helping us get my Dad’s dream watch. We were willing to be flexible with dial colors, models, etc. in order to get something for Dad. Jeannie was the first person to actually take the time to show us the various models, explain the history and significance of them all, and actually ask questions and truly take an interest in helping us. Her knowledge of the product and the thoroughness of the presentation she gave were absolutely first class. A couple months after meeting her, Jeannie reached out saying there was a watch available and we moved quickly to pick it up the next day. We gave Dad the watch on his 73rd birthday and he was amazed and overwhelmed by it. Jeannie M. Is the best in the business...