Mann's Jewelers — Local services in Town of Brighton

Very disappointed in their customer service. I had Mann’s originally set an opal in a gold ring setting for me. Tim (who is no longer there) was WONDERFUL. Super attentive and detailed about what the cost would be and how that cost was broken down. The price was very affordable and he ordered 3 opals for me to look at and choose from. Fast forward a year — I sadly cracked my opal (they’re so delicate!!) and of course went to Mann’s to have it replaced... I was quoted DOUBLE what I originally paid (and that original cost even included resizing the ring). When I asked for a detailed breakdown of this cost, I was simply told that it is a delicate setting and that Tim originally charged me way below what I should have been charged (and put emphasis on the fact that Tim was no longer an employee of theirs). Never mind the fact that they should be honoring their OWN past pricing, they also told me that all 4 prongs would now have to be replaced, although none of the prongs were broken when they removed the cracked stone. When I asked why these would need to be replaced, they told me it was their policy to replace all 4 prongs when resetting a stone no matter what, even if they were not broken. I asked if they would agree to replace the stone without replacing the prongs and they said no. I also asked if they would order multiple stones so that I could look at and choose from and they told me that the opals were all the same price and they would only order one. This is absolutely absurd based on the fact that all opals have ranges of different colors and are all priced differently according to color and clarity. Ultimately, I decided to get a second opinion and went across the street to Cornell’s whose customer service was STELLAR and low and behold.. they charged me HALF of what Mann’s quoted me. They also ordered 3 opals for me to choose from the same day I requested a quote from them. I called to relay this information to the manager at Mann’s and the woman who answered my call said she’d leave a note for the manager and hung up the phone without saying another word. To say I’m disappointed with their service is an understatement. I highly suggest you get multiple quotes before deciding to go...

Patient, knowledgeable, passionate, friendly, approachable, and most importantly locally owned and managed. Mann’s Jewelers on Monroe Ave should be your only stop when looking for anything jewelry or watch related. I’m a huge watch enthusiast and those in the know, understand the current market. I’ve been around the country looking for a special item and in an industry where 9 out of 10 retailers simply laugh at your request, Mann’s sales representative Tim Silva-Duffy politely explained the rarity of the item but happily spent an hour with me creating a customer file and explaining the process of “beginning the Hunt” and the expected wait times. I’m still patiently waiting for my unicorn to be found by the wonderful folks at Mann’s and naturally in the mean time I still move forward in my love for watches and was lucky to come across another model which Mann’s didn’t have at the time. I went ahead and pulled the trigger on the out of state purchase and had it shipped to me in Rochester. Naturally I needed the watch sized so I went back to Mann’s hoping for the best with a non-Mann’s purchased item and was again greeted by the man, the myth, the legend Tim, who happily congratulated me on the buy and went right to it getting it sized properly. Tim spent another hour with me sizing the watch and talking shop, and after it was all said and done, shook my hand and thanked me for stopping by! No charge, no bill, no pressure to buy something I wasn’t there for, simply just wonderful conversation and exemplary customer service on a high end brand. Bottom line, shop “small”, shop at Mann’s Jewelers. Not worth saving a couple bucks at a random faceless jeweler when in reality, the concerns had with such important and expensive purchases can be set aside when you’re lucky enough to have a place like Mann’s...

I worked with Manns on a custom engagement ring, perhaps the most important jewelry purchase I'll ever make. Previously i had been working with another shop and had been extremely unsatisfied the the customer service and design quality. There were many communication issues not incorporating my very specific requests and I was made to feel that I was being too picky, asking for too many rendering, when it really was on the design staff. I never got to interface directly with the designer.

We made the switch to Manns and what a world of difference. I worked with Kevin on the sales floor and Eric their designer. From the first meeting I could tell that this was going to be a better experience, as they both sat down with me to go over my desires in detail. Eric was able to make a wax carving within a week to review and was right in point.

My other major request was to get the ring completed on a pretty tight timeline, before my girlfriend and I were to go on a vacation. They didn't make any guarantees at first but I am happy to report they turned it around within 3.5 weeks. The final product is stunning and something I will be able to look at for decades to come and smile (as opposed to what I was getting from the other shop). When it comes to custom designed engagement rings, I've learned my lesson. Work with a respected shop like Manns who understand what's at stake and that meeting your desires is the most important thing in the transaction. It all comes from top notch customer service, and I tip my hat to Kevin and Eric who really...