About 6 months of wearing the ring daily, we had an emerald fall out of the tension setting. I'm not sure how we were so lucky, but my wife actually found the emerald on the floor. The gem's edge had cracked. "No Problem!" We said. "Samuel's has an amazing warranty and we can send it in for repair with no problem, right?" So we took the ring in and had the same sales representative take a look and she said she could get it fixed no problem. But there was a problem - their in-house jeweler isn't comfortable with tension settings, so this had to be sent to a 3rd party warranty jeweler (why it wasn't sent to their home office is beyond me.)
I wish I had more characters allowed for this review. I'm only half done.
About a year ago I brought my item in, had an issue with the warranty paperwork, but the GM of the store took care of it, &, as I found out on my subsequent visit had instructed the jeweler to repair everything so that 6 months later there would be nothing to fix barring (my) intentional damage to my item. I was sent home a week later with all the paperwork & a signed gauruntee by the GM that everything was in proper order and fixed.
I have had hit and miss customer service from Samuels. This location is far better than the North Park location in San Antonio. Unfortunately, the last time my ring was sent in for warranty work, the jeweler ignored the engraving and I lost a letter. This is not the first time it has happened but they have corrected it without issue when brought to their attention.
I will try & make my experience as clear & concise in the hopes that it doesn't happen to any other customers. I have jewelry that I have had for years from Samuels & have the warranty on it so that if you bring it in every 6 months Samuels will clean, inspect & fix any issues.
If only the GM had taken the time to talk to his employee-the jewler, before accusing a long-term customer of lying & intentional devious behavior.
Samuel's told us that they would have to order two matching emeralds - one to replace the cracked on and another to match. We were confident that the replacement emeralds would be the same quality as the originals.
There we were, waiting, calling for updates, and waiting some more and finally TWO MONTHS LATER we got word that the ring was back from the 3rd party. I saw it and immediately noticed something was WAY different than before. I didn't say anything, took the ring home and watched my wife cry at the sight of her "fixed" ring. The emeralds that were purchased as replacements were dark, hazy, and much smaller than the original ones. The tension part of the ring holding the emeralds in was literally "smushed" over the top edges of both emeralds
They sent the ring to the 3rd party shop for them to inspect and determine if it was damaged beyond repair. It was, so they bought the ring from us and replaced it with a brand new setting. "That'll be $190 for a new warranty for your new ring, Mr. Tolles." the sales lady told me. "WHAT? How can that be?" I asked. "Someone else damaged my ring and they admitted that it wasn't repairable. Now I'm expected to pay another $200 because we've had nothing but bad experience thus far?" She replied with something along the lines of the warranty stuck with that ring, and since I have a completely different ring I need a completely different warranty. Keep in mind that we - to this day - have done NOTHING wrong to the ring. We didn't damage it beyond repair, but now we're paying another $190 for this.
READ BEFORE BUYING!!
The next day we took it back, saying this was unacceptable.We said that we feel cheated and taken advantage of and that it's obvious the 3rd party tried to sneak that by us not thinking we would notice the difference. We demanded to see TWO NEW emeralds before being installed.
After posting my experience on another forum, Samuels corporate sent me a generic replay suggesting I call customer service.
Horrible horrible horrible customer service and zero accountability. Your ring might look good, but you better hope and pray it never has to go through warranty.
Sorry, but I don't think Samuels has any right to call me a customer as I will never be one again.
New emeralds came in. Gorgeous. We were much happier with those and we asked that the ring be sent to the home office like the first time. New emeralds and butchered ring was sent to the home office. Guess what the home office said- The tension settings were damaged beyond repair by the 3rd party warranty shop. Shocker.
I wish I could give a 0 for customer service.
First, I am giving this Samuels location a one only because zero isn't an option. Secondly, I have never had any issues with Samuels, ever, at any other location.
4 MONTHS later we get the ring back. Their Home office did a great job. Then, 4 months later another emerald falls out and we take it back. That's when the sales lady told us that Emeralds aren't meant for every day use. Unbelievable since she knew it was an engagement ring and would be worn every day.
I purchased an engagement ring setting and brought my own center diamond to be placed in it. The ring had two side diamonds set in tension settings that I wanted to swap out for Emeralds. I asked the sales representative if this was possible and she confirmed that it was but it would have to be sent out to their home-office because their in-house jeweler wasn't comfortable with tension settings. The two side diamonds were removed and replaced with AA - perfect looking - emeralds. The ring was absolutely gorgeous when it was all said and done.
Turns out, the jewler hadn't seen the paperwork on my first visit, and hadn't done ANY work, fixing, etc. on my item, despite keeping it for a week & sending me home with paperwork stating otherwise.
If it is appropriate, I will finish by saying that checking out The Better Business Bureau will tell you that I am not an isolated case. If not appropriate I will edit this last part out.
Six months later, I drop off the item again, but this time after the jewler inspected my item I got a call from the GM. In the call I was called a liar, and the GM insisted I had intentionally destroyed my item because, after instructing the jewler on my previous visit, there is no way there could be damage.
Sadly, this wasn't the worst part. The worst of it is the flippant way the GM treated me & handled the situation after finding out is error and his admission that I was probably not the only customer that this had happened to.
Here we are 2 months later and we still don't have the ring because the certain parts still haven't been ordered to fix it.
Francis is amazing. She could tell me where a stone was mined, why it's a certain color and a lot of other useful information. She is very pleasant to deal with.
Great customer service!
Samuels Diamonds is a US Jewelry Store based in Sunset Valley, Texas. Samuels Diamonds is located at 5203B Brodie Ln, Sunset Valley, TX 78745, USA.
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