Duke's Jewelers — Local services in Springville

Typically, I wait a while after my experience before I write a review. I am glad that I did in this case. I am giving them two stars because our first experience, although not perfect, was satisfactory.

I am embarrassed that I ever did business with Duke's. They did two things for us. We had a good experience with the first item, and were glad that we spent the extra money and had them do it instead of someone else in trying to support a local shop instead of a chain.

The next experience highlighted exponentially what the company is like. Any business must meet margins in order to stay afloat, and I expect that is what happened in this case. They were performing more of a service; not really making much money so we were fine with waiting a week or two if necessary. We told them as much, and they reiterated that it would be about 2 weeks. After 3 weeks we called and were told that they would call us when it was ready. After 4 1/2 weeks we stopped by because we were in the area. We were given the same cold response, "We told you that we would call you when it was done." A bit embarrassed that we had stopped by after being told that they would call us when it was ready, we walked out the door. We didn't remind them that they said it would be about two weeks, as a courtesy to them, but we probably should have. We happened to be in the area again after 6 weeks and still no call. I decided that stopping in was the right thing to do, and if they gave me the same old song and dance of poor customer service, I was going to ask for my item and never return. They actually had it complete. I asked why we hadn't been called yet and was told that she didn't know the answer to that question. I asked her how long it had been since they received the item to repair and she, somewhat embarrassingly I suspect, reminded me of the date it was dropped off. I didn't have to say anything, as she knew why I was asking. However, no apology. Just a smile.

I am the first to admit that they said they would call us when it was ready. We could have perhaps waited even longer than 6 weeks than the purported 2 week turnaround. However, here are a couple of things to ponder:

One, what is good customer service, and two, how forgiving should we be as a client when things don't go perfectly? I'm not sure that there is a clear cut answer to either of those questions. However, what isn't a question is what the statement, we will call you when it is ready, means. That didn't happen, and were made to feel embarrassed for our trouble. One thing that is for sure is that we will never return. They are probably happy as to that fact. We have since been elsewhere and had a good experience. When you read this - before you get defensive, ask yourself the questions that I stated above - and then say, "We will call you when it is ready." That should be changed to something similar to the following: please call anytime to check on the progress, or, in a fashion that demonstrates what is actually REAL customer service, we will update you as to the progress of your request which you are paying for. If there are any questions, please feel...

I really wish I could give more than 5 stars. I have a very important and very sentimental watch that I got as my "wedding ring". I unfortunately went to another jeweler to have the battery replaced. Not only did they not replace the battery, but in the five minutes they had my watch, they managed to "misplace" a vital piece to it. They told me that they would have to order a new one. They said it would be about 3-4 weeks to get a new part. I called after the 4 weeks. Not only did they not get the part. They also said that it would be another 3 weeks before they could repair it. I took my watch from the jeweler and went home. I was pretty upset. I had called a few other jewelers to get quotes on a repair. They had told me that I would be better off buying a new watch, rather than waiting for the piece to fix it. Fast forward a few weeks. My wife and I are driving down main street in Springville and I noticed Dukes jewelers. The next day I brought my watch to them in a last effort to hopefully fix it. Not only did the jeweler in the shop assure me that he could fix it, but that he could for sure get a new part no problems. He told me that it would be at least 4 weeks. It was a part that had to be ordered and sent from across the sea. Not only did they repair my watch, but they did it in shorter time than I had been told. I have already told everyone I know to go to Duke's for any repairs. I plan to go to them for any kind of jewelry from now on. I can't thank them enough for the amazing customer service and professionalism. You have gained a customer for as long as you're around. I plan on getting another watch from them soon and also to have my daughters got there for when they are ready for their next steps in life. Thank you thank you....

Duke’s Jewelers - Exceptional Service and Unmatched Kindness! My fiancé and I recently visited Duke’s Jewelers in Provo, Utah, in search of the perfect engagement ring, and our experience was nothing short of amazing. From the moment we walked in, the staff was incredibly kind and attentive, making us feel right at home. They patiently guided us through their beautiful selection, and we found the perfect ring that exceeded all our expectations. What truly stood out was their willingness to go above and beyond. Knowing we had an early flight the next morning, Duke’s Jewelers didn’t hesitate to offer to size the ring that very evening, even staying late after closing to ensure it was ready for us to take home. Their dedication and exceptional service made a world of a difference making us customers for life.

AND just when you think it can’t be better..I met Chloe and we started our next journey….

Chloe at Duke’s Jewelers - A True Gem! I had and still am having the most incredible experience working with Chloe at Duke’s Jewelers in Provo, Utah. Her eye for detail and boundless enthusiasm made the process of designing my custom wedding band an absolute joy. Chloe listened to every idea I had and brought my vision to life with such precision and creativity. Even though I live across the country, there is no where else I will look for jewellery besides Duke’s!  Since my engagement band, wedding band, I’ve also purchased a beautiful necklace, and we are still designing another beautiful creation at this moment! Chloe and the team at Duke’s Jewelers truly make your dream designs come to life. I can’t recommend...