Rogers & Hollands Jewelers — Local services in West Des Moines

Unfortunately, we’ve had nothing but negative experiences and regret purchasing from this jeweler. When looking for an engagement ring, the salesperson made assumptions about my fiancé's budget based on his appearance (he owns a construction company and came right from work to the store). When expressing interest in a particular ring, the salesperson directed him to a “more budget-friendly” section and began showing him moissanite rings, assuming that’s what he could afford. While there is nothing wrong with moissanite, it was inappropriate for the salesperson to make an assumption based solely on his appearance. When my fiancé insisted on seeing the original ring, he was then told "this one isn't budget friendly, but we do have great financing options". Once the salesperson was told the ring would be paid for in cash, his demeanor and attitude completely changed. With the negative experience, my fiancé still decided to buy the ring through them as the salesperson said they were running a special that with his purchase, he would get several $100 vouchers ($1,300 worth) that we could use before the end of February and get our bands for free. We go in to claim these vouchers and are then told you can only use 1 voucher for each $300, meaning we would have to spend $3,900 out of pocket to get the $1,300 off. Very misleading sales tactics. We decided to just get my ring resized and get bands elsewhere. When they tell you your ring will be ready in 2-weeks, it's not true. It has been delayed multiple times and every time I call, I get a different reason for the delay. As of today, the ring still isn't ready. Once I finally get my ring back, we will not...

I was disappointed by the service at Rogers and Hollands. I ordered a custom ring in late November and asked for designs to confirm the ring would look as expected. I paid for the ring at this time per their request. I was told that this would only take a few weeks so when a month went by, I called to check on the status of the designs. They told me that they were busy during the holiday season and so it would be a few more weeks. After another month passed I called back again to check on the status. I was informed that the designers never received my original designs due to a technological glitch. They then said that they would attempt to put a rush on my design. This time the design did come in but at this point it was already 3 months past when I had originally ordered and I still didn’t have the ring. I approved the designs and after a few more weeks they told me it arrived. In total I had to wait 4 months for a ring that was originally quoted at less than 2 months. Overall I am most disappointed by the lack of communication from Rogers and Hollands. I had to call and check in every month and only received calls from them after I called in. I am also disappointed that they never attempted to compensate me for the time delay, hassle, and inconvenience.

Update: The district manager reached out to offer an apology for the delay. He also encouraged me to give the store a second chance. I will be giving the store a second chance and will be updating my review again based on how my second...

Had a great experience in store with the typical sales guy. But upon informing him that I live out of state he informed me that I would be able to cancel the order for the product I put in if we decided to go somewhere in state. When trying to cancel my order a phone call was made and the gal on the phone said she would have to have a manager call back. After another week goes by we called again after not receiving a call back and they then informed me that I need to come back in person to cancel the order. Wouldnt this be something the sales guy should of brought to my attention or was he just fixed on the 8k dollar amount he was selling me on? Lastly, I have yet to receive a call stating that the diamonds for my product are in for me to go pick out and discuss with the sales guy. He informed me that a call would be made once the material arrived for us to look at and go over. Now I am just fed up and want my order cancelled and now have to take a day off work to go to Iowa to cancel it.

Edited review is as follows. As stated above I had a great experience in store, which is the reason we choose even from out of state to continue our shopping here. The biggest complaint is communication and transparency with customers. If they can fix these issues they would be one of the top customer service spots I have been to. If they were local id be willing to give them another shot but due to...