I am sad to say I am only providing 2 stars. One for each poor experience I have had with them. The first experience with them, my fiance and I went there to look for a particular design he was hoping to find for his wedding ring. At the time the sales associate seemed eager to please. After reviewing a few books, she decided she needed to conduct more research and stated she would contact us with her results. This was a year ago. The follow up never came. My most recent experience happened last week.I decided to give them another go. I understand people can have off days or even weeks. They deserved another chance. I went into the store Jan 6th for a replacement chain for a very delicate pendant. The original chain was too delicate and had broken. Again the sales associate (a different lady this time) seemed very eager to please. After reviewing inventory and books, we selected a chain that would have to be ordered. It was a very inexpensive delicate chain that would fit with the dainty pendant. She advised me she would contact me when the chain arrived. A week passed and no call. I called back and spoke to the sales associate. She advised me due to a inventory management process my order was delayed, but she expected it to arrive that day or the next. Another week passed with no call. I called again to inquire about the order. The sales associate stated she was surprised it was taking so long and didn't know what the delay was. I asked her if she could please research what happened, as this was unusual for a delivery of one item to take so long. She called me back a few hours later to advise me my order was either never received, placed or otherwise. I don't understand why this was so challenging to accomplish. I am sad that I had to prod her to follow up to find out what happened. We could have known this a week ago. The lack of follow up that appears to be a culture at this location is unacceptable. If they cannot be trusted with small orders, why would I trust them with large, cost prohibitive ones? I will no longer do business with a culture that requires me to babysit the staff.
