I went to Jared with high hopes but was disappointed from start to finish. On my first visit, I was not acknowledged and I almost had to plead for assistance although the ratio was only two customers to at least five associates.
I paid to size two (personal/non-Jared) rings and had two accent stones replaced. Somehow, the shop altered them negatively. When I called customer service, I was told they could not honor their service guarantee because my jewelry was originally purchased from a fine jeweler. It took several phone calls to get anyone to address the concerns and, as of today, the company did not repair the original issues.
Moving on, I purchased a ring from their store (cash purchase-paid in full) and left it for sizing. That ring was also altered negatively and, again, the in-store shop was unable to correct the damage. Jared agreed to order a replacement because the item was purchased from them. However; there was a delay of nearly three weeks before the order was placed (although both the store personnel and care specialist were involved). Once the order was placed I was informed it would take an additional four weeks for the replacement to arrive. As of today, the replacement is still in process.
Jared hosts an appraisal event monthly. I scheduled an appointment for the event but my replacement ring was not in by that time so I decided not to go. (You will understand the relevance a little later.)
Less than a month later, one of the replacement stones (that I bought from Jared) fell out of my personal ring. I went to the store for a repair. They replaced the missing diamond under service guarantee, but did not give me a receipt. Fast forward a few days and the diamond they put in is chipped and the stone next to it falls out! When I called customer service, I was directed to the local store. When I got there, I was told that they did not have stones to make the repair and that I must have chipped the diamond so I would have to pay to replace it.
Here is where things get interesting: Because they altered the ring I bought from them and changed the original timeline, I went to a fine jeweler to have my personal ring appraised for insurance purposes- no repairs, no sizing, no modifications. *Please note that Jared advertises that their appraisal events are conducted by independent appraisers not affiliated with their company.* When I mentioned to Jared that there were no damages to the ring when I had it appraised (before the "repair" that caused the issues) I was told they could no longer honor their guarantee because my appraisal was done by an independent appraiser.
I now have two damaged pieces of jewelry and am awaiting a replacement for a third. So, since they refused to honor the 6 month guarantee, in month one, I requested a full refund for the shop services and they reluctantly agreed over the phone. However; when I got to the store, the store manager attempted not to comply citing that a portion of the service fees were unrelated to the damages to my personal ring which, is true. The "unrelated" fees were for sizing, which was also done incorrectly so, my full refund was for goodwill and was refunded at 100% (but not without contest).
The worst part of it all is how they treated me through the process. I felt terrible that things did not go well but I was polite each time I went into the store. However; the store manager avoided me (instead of going the extra mile to re-establish my confidence in their brand) and passed me off to different staff with each visit which only served to increase the confusion. There were too many different people involved to to keep the details cohesive.
I later found out (when the merchandise specialist on the phone was audibly "reviewing" the notes) that they had written degrading comments about me in the notes. To make matters worse, when I went into the store to sign for the refund, the store manager was discourteous, visibly made a mockery of me and made snide comments about me while she was on the phone with customer care. She epitomized unprofessionalism.
To top everything off, the most recent repair I received (the one that damaged my ring further) was a personnel theft! The reason I did not receive a receipt is because the repair was not entered into Jared's system. The store manager's face resembled a deer in headlights when she realized I was not being irrational and that the stones they placed had fallen out and chipped twice in a matter of four days. She seemed even more surprised that her shop staff had sent me out of the store with inventory that had never been accounted for or documented. My gratification came when I was able to point out the staff member to her and recommend that she check the security cameras to verify that my husband and I were indeed in her store 4 days prior for the same type of repair.
So, as of this moment, I am still waiting for my replacement and I have to go to another jeweler at my expense to repair the damages from Jared. I read bad reviews after I had already taken the plunge to shop with Jared but I wish I had been proactive enough to research their company before it was too late.
On a good note, Jared does carry a nice selection of jewelry and a small portion is competitively priced. I would however; encourage future customers to pass on their repair shop and take your sizings and other repairs to credible, licensed, experienced jewelers who can provide the full spectrum of services and show you simple courtesy.