Charles Koll Jewelry Works — Local services in San Diego

What an experience. I will preface this review by saying that I was a customer during their move to Sorrento Valley, so I hope my experience was atypical, but I absolutely do not recommend this jeweler based on my experience there. I chose Charles Koll based on their overall positive reviews and my experience in their showroom. I had a half carat heirloom diamond that I wanted to get re-set as an engagement ring. When I went in, I was pretty much decided on either two sapphire side stones, or a sort of “scattered” side stone look. Charles Koll had a bigger selection of sapphires than anywhere else I went, and they had some beautiful designs. The second time I came in, I chose the scattered setting and the customer service was very good both times. Price-wise, Charles Koll was average. I had already gotten quotes for the setting from 2 other jewelers and their prices were identical. Because of the move, the setting was 20% off so it was a little cheaper, but not a huge difference. I will try to keep this factual. I wasn’t in any hurry for the ring and was expecting a custom ring to take 4-6 weeks, and understood that their move may delay things a little. I’ve had custom rings made before and knew the process. But unlike my experience with other jewelers, Richard overpromised and underdelivered many times and did not update me when there were delays. Email responses were slow and numerous small frustrations made this an unpleasant experience.

Richard Koll took my order for the setting (Feb. 6). Richard said if I decided to change anything from the stock setting I would get to try on a wax model before anything was cast. He said I should get a CAD for the stock setting on Feb. 8th and if it looked good, I would have my ring by Feb. 14th. Custom orders would take about two weeks after the CAD was approved. I decided to change the band width to 1.8mm (Feb. 6th). My first CAD was sent to me as the stock setting (Feb. 12th). Once seeing the CAD, I asked again about the band width and asked if it was possible to make a wedding band sit flush. The new CAD they sent me had squished all the stones close together and entirely changed the look of the ring (Feb. 14th). I ask about this and Richard replies that they weren’t squished together (Feb. 15th). I responded with a side by side picture and Richard acknowledges that I am right and says that he will follow up the next day. He didn’t. Feb 19th I follow up and ask for an update. Feb. 21st Richard replies. Feb. 22nd I get a new CAD. It’s close enough to what I wanted and I expected that a wax model try-on would happen. I approved the CAD. I ask for an update on Mar. 2nd. I hadn’t gotten any response acknowledging the Feb. 22nd email so just wanted to follow up. March 5th, I get a response that the casting has already been finished without a wax model. Richard says the ring will be ready in 3 weeks. I ask if I can at least try on the casting before any more work is invested, since I was expecting to get the wax model. I don’t get a response. March 9th, I call and Richard answers. I express that I am frustrated by the lack of communication and the ever-changing timeline. Richard offers me the option of taking my diamond back, which, in hindsight, I really wish I had done. Acknowledging the complicated order and their move, I decided to keep the ring in production. We make an appointment to try on the casting for March 16th. At this appointment, I liked it enough to keep it, since it was already casted. Richard says my ring will be ready in under a week. I hear nothing for 2.5 weeks. I call again. The person who took my call says, “Oh no, looks like nothing has been done and you fell through the cracks.” I wonder how long it would have taken to get my ring if I hadn’t called. While I’m on the phone, my fiancé is literally cracking up at the comedy of errors that this is. 2 months after I dropped off my diamond, I finally get my ring. I pick it up, it looks okay, and I leave. When I get home, I notice it’s made of 18k gold instead of the 14k gold I...

My girlfriend (now fiancé) had a wonderful experience with Charles Koll Jewellers and most of all with Madison our diamond/ring expert. We came in with little to no knowledge about diamonds and with only a broad idea of the engagement ring style that we were even looking for. Madison immediately understood the direction we were heading and after checking out a few rings they had in stock she recommended the option of having the ring custom made. From the beginning I was dead set on getting the best possible quality for the price so I spent hours researching and hunting for diamonds online. I must have sent close to 50 emails to Madison with questions about everything from color to length/width ratios and symmetry. She always responded promptly and pleasantly with answers to every question and even found additional ways that I could save money in the process. Madison was patient through weeks of searching, several meetings (even offered us beer and wine :) ) and never once pushed or tried to sell us on anything we didn’t want. In the end we finally gave her the go ahead to have the ring made and couldn’t be happier with the result. It came out exactly as we had hoped and it lived up to the (what some might call ridiculously strict) quality standards that I had set. All in all, from the moment we walked in and met Madison for the first time, to the last handshake and hug walking out, our experience was fantastic. Thanks to Charles Koll Jewelers, and most importantly thanks to Madison...

I am 100% thrilled with the service I received from Lacey and the beautiful rings I got at Charles Koll! I had been looking all over town for a new setting to replace my older wedding bands. I must’ve gone to 15 different stores and Charles Koll stood out heads and tails above all others! No pressure, no games, no upsell, just helpful and friendly staff. It actually was my third visit to the store before I pulled the trigger and made my purchase. My first 2 visits had been brief and the salespeople were perfect for those initial visits; again, no pressure, just friendly helpful service. The third time was a charm and Lacey helped me seal the deal! Her patient attitude and super friendly demeanor put me immediately at ease. I’m a frugal person, so I needed to be 100% confident before making a such a large and personal purchase. Lacey spent all the time I needed to be sure I found exactly what I wanted. (I think she was just excited as me to see how my stackable set turned out!) I truly can’t express how happy I am with my new rings! I’m so happy that in the process of getting my new setting(s) I found a jeweler I feel I can rely on in the future for all my jewelry needs. I’m already working on my holiday and anniversary wish lists! 😊 Don’t hesitate to put your trust in Lacey and Charles Koll - you’ll be...