Jared Jewelers — Local services in Tucson

My fiancé proposed on December 10, 2016 with a halo ring containing our birthstones that he designed with Donald. An hour into our engagement, my sister noticed a peridot was missing from the halo. We brought the ring to the store to get the stone replaced. The repaired ring was back on my finger within several days. A couple weeks later, I noticed that two stones were missing. I brought in the ring again to get the stones replaced. This time the person I interacted with said that the jeweler would tighten all of the prongs on the halo to prevent this from happening again.

Not more than two weeks after I received my repaired ring, I had three stones missing. I called Donald to ask for a permanent solution. He told me that I could replace the birthstones with sapphires. I told him I needed to sleep on the decision because the birthstones were intentionally chosen by my fiancé. Donald wasn't working for another week, but he would inform his supervisor, Alex, of the situation so that he could handle the issue in the meantime. I called Alex a few days later to inquire about replacing the birthstones with sapphires. Alex said that the purple sapphires could resemble the amethyst, but I could not get a sapphire that resembled the light green of peridot. Alex said Donald briefly mentioned my situation, but nothing about the color of sapphires that I needed. He told me we should wait until Donald came back to work and that they would call me. His tone of voice and lack of willingness to try to help was disappointing.

A week after Donald was supposed to have returned to work, I still hadn’t received any follow up from him or Alex. I went into the store. Donald asked me if everything was fixed – demonstrating that neither he nor Alex had further discussed my issue after my last phone conversation. Donald asked if I wanted to go with the sapphires; I told him that Alex said it wasn’t possible to get light green sapphires. Donald said he wasn’t sure why Alex told me that because to his own knowledge, it was possible. I expressed that I was upset with the lack of concern from the staff and that I wanted my ring fixed permanently with the design that my fiancé chose. If either Donald or the jeweler knew that the birthstones were going to be an issue then they should have expressed that in the design stage before selling my fiancé the ring. Donald told me that he was doing everything he could to fix the issue, which I believe was false given that he was unaware that the issue hadn’t been fixed and did not follow up with me at all.

I met with Donald and the jeweler on Saturday, February 4th. They told me that they could take the stones out of my ring and re-tip the prongs in the halo. I told them that if that was going to fix the problem, then go ahead. It makes me wonder why the ring wasn’t made with more substantial prongs in the first place. Donald wrote down my phone number and told me that they would call me when it was finished, which should be around 4 days. Then he said, “I have no idea what your name is”. He said he is bad with names, but it was insulting given the number of times my fiancé and I have interacted with him.

On Friday, February 10th I called in the afternoon to check on my ring, and Jim told me that it was ready for pickup. I’m not sure when the ring was finished, but again disappointed assuming that no one chose to follow up with me to let me know it was ready. I went to pick up the ring. A staff person (a man with dark hair and glasses) was looking at his cell phone when he greeted me. I told him I was picking up my ring, and he walked to get it for me, holding and looking at his cell phone the whole time. He got my ring and made no conversation while I inspected the new tips and stones. I said “thank you” and left; he was still holding and looking at his cell phone. I inspected the ring further when I got to my car and noticed some scratches near the top of the band that were not previously there, but I didn’t want to go back and have to leave my ring for the...

After purchasing a beautiful ring online, I brought it in to have it sized (something that I believed was included with my online purchase). When I arrived at the store, the door was locked. I haven't been to a jeweler in a long time, but I was surprised by the fact that I had to be buzzed into the store. This may have been necessary to keep unwanted people out, but the notion that someone is unwanted creates a literal barrier to an open customer experience.

Once I was allowed into the store, the gentleman who assisted me wasn't the most pleasant to deal with. Despite being a paying customer, he made me feel 'bottom rung'. He looked down on me for not bringing my S.O. with me to have the ring sized and questioned me repeatedly about my belief that the online site stated that the ring 1) could be sized 1-2 sizes up or down, and 2) that the sizing was included because, in his words "that's not how we do things". When I asked him if he could pull up my order, he said no "we can't do that". Rather, he had me do it on my own device which required me to use my limited data allocation to verify my purchase from Jared. I showed them where it said that the sizing was included and they directed me to a small check box that had to be checked for that to be included. So while I was correct, it was my mistake because I didn't see this and the website wasn't clear that it needed to be included. I can own that, but here's a suggestion, if you value your customers, offer to assist them without pressuring them to spend more money and add a guilt trip to further support your argument (details in the next pgh).

At this point, another gentleman came over, tried to play good-cop/bad cop and laid into me with guilt for not purchasing an additional (nearly) $300 warranty on top of my purchase. None of this made me feel compelled to buy one. In fact, I was pretty much ready to just tell them to fly a kite and walk out except that the first gentleman offered to do the sizing at no charge "to do right by me" but then they still hammered me with the guilt trip about how much they were going out of their way for me....which was a load of malarkey.

Long story short the ring was sized and everything worked out. The day I returned to pick it up, there was a similar unfriendly vibe (almost snitty) about the woman who assisted me. Despite all this, the morale of the story here is that Jared has lost a retuning customer. The in-store experience at the location near Tucson Mall made sure of that. Although we're happy with the ring itself, the overall experience was tainted and I cannot recommend purchasing or working with anyone at...

I hope to pass on my experience to help anyone who is as naive as I was when taking my business to this store. I purchased my wife's engagement ring at this store, The staff was a little arrogant and treated me like a lower class citizen on this occasion but I was thought it was to be expected from a big jewelry store, brushing it off I made the purchase. I chose to give them a second chance. My wife's heirloom ring from three prior generations needed repair as the band broke. The ring is a yellow gold band with diamonds around an opal at the center. This ring means a lot to my wife since it belonged to her great grandmother and it has survived 3 lifetimes. She is now the fourth person entrusted with it. We took it in and the attitudes were all the same. After explaining the history and sentimental value to the staff member there was a response kind of like why are we telling them this? We gave them the ring and a while later they came back with the ring and an inspection card with detailed description of the ring and the stones with detailed notes of any areas of notice. We went over the information with the staff member and agreed to the recommended repairs. After we got the finished product we noticed two large impressions on either side of the opal, clearly where they held the ring while making the repairs. Instantly we were attacked by the staff on our mistake for bringing it up, even the jeweler came out to embarrass us. Even when we pulled out the inspection card they said it must have accidentally left out by the inspector (who was very detailed in the description). We were given little customer service more like feeling like we the customer were being insubordinate to our lord the jeweler and needed a thrashing. We paid and left without any resolution only the knowledge never to return or do business with anyone who would treat us like that again. That has served us VERY...