Andrews Jewelers

I brought my ring in under warranty to tighten the tension of the centers stone. When I picked up the ring from being 'repaired' a sliver of the stone was missing and the white gold from the bezel setting had more gold sloppy slapped over the damaged stone. I've been in three more times to have it fixed, the stone replaced, and the entire ring replaced. All I've gotten is attitude and excuses and still have a completely mauled engagement ring. Only one sales associate cared to help and my ring was still returned to me in an unacceptable state. The next sales associate was rude, questioned my story as if I were lying that their jeweler was responsible, when in the end I have a warranty any way. Completely disgusted and going to the BBB.

I paid Andrews Jewelers $85.00 to repair the broken clasp on an 18" pearl strand necklace. The "INSTRUCTIONS" section of the repair receipt specifically noted, "Customer wants old gold clasp." When I picked up the repaired necklace the original clasp was missing. I requested a signature and note from the store employee who returned the necklace to me, which read, "picked up repair - missing old gold clasp. Will follow up when we get info from Midwest." My boyfriend went to the store two more times in the following weeks (yes this ordeal took months to resolve), and the clasp had still not been retrieved. Andrews Jewelers finally returned a clasp, but it was not the original! I had to go to the store in person after calling Kemeral, one of the store managers, repeatedly and alternately being told they would call me back because they had to help "customers" and that I had to speak to the other manager, Dev. To this day, I don't have my property or a refund. Awful customer service.

While we are pleased to note that this issue has been resolved for this customer, we are sincerely apologetic that resolution from Customer Service was needed. It is our company policy to strive to provide the highest level of service to each and every customer, and in this circumstance, we failed to initially do so. We will certainly take action to ensure this type of issue does not occur for any future consumers.

In order to ensure that everyone’s experience is as pleasant as possible, we have a team of Sales Associates, Store Managers, District Managers and corporate customer service staff, who are committed to caring for customers during and after the sale.

If you would like to share your experience or have any questions or comments, please feel free to contact our customer service department at (877) 726-8357