The Jewelry Exchange / Goldenwest Diamond
reviews and complaints

As I walked into the store, the sales rep took me to the engagement ring section and it felt as if they were not understanding what I wanted. This started to really upset me. Then the associate had found someone else who is a diamond expert. This new person was able to help me find the style of ring I was looking for.

I started to feel guilty with how I treated the first sales rep, but he said for me not to worry since they don't work on commission and their goal is to always make sure that the customer is satisfied.

I ended up finding what I wanted since the diamond expert figured out what I wanted. Thank you so much to The Jewelry Exchange for cooperating with me.

Please see email text below to the local jewelry exchange...then the response and then my response. This is not right!

SENT :
Hi Brenda,

So...this happened this morning, drying my hands with towel. My now husband purchased this on December 9th, last year. I haven't even been wearing it a year. I can't tell you how dissatisfied and disappointed I am. This should not happen, And I am very careful about taking my ring off to do certain tasks. We found our paperwork that states no warranty since we failed to bring it in for a 6 month check, you would have found nothing. So...I'm off to a reputable jeweler to spend more money to fix my broken ring! And...by the way...my ring did not appraise for double...so I'm thinking you should stop advertising that any purchase is guaranteed to appraise for double...But I loved it...so I let it go! I will never purchase anything from jewelry exchange again. I would have rather spent more for something that is better quality than what I purchased.

I appreciate your time.
Beth Ursino

Her Response :
Beth,

Thank you for contacting me. I would encourage you to come into our store. We do have a one-year limited warranty. This looks like this is covered.

I hope to see you soon. Feel free to contact me at the store if you have any further questions.

Brenda

The Jewelry Exchange
Renton, Washington
[protected]

Mine back:
Brenda,

That's your response? How about..."we are so sorry this happened", " We will make it right" ...anything...!

There is no way I will ever trust jewelry exchange again.

I appreciate your time,

But your response lacked any kind of caring at all...

Beth

What A Scam...
Firstly my mother and I each brought our rings in to have missing diamonds replaced..I had only one small baguette diamond that needed to be replaced...Upon initially bringing my ring in the salesperson was helpful...However the problem and reason for my negative star post (and if I could have given them a -5*'s...I would have) After having my ring in their possession for two (2) weeks we returned to pick them up...firstly the customer service rep asked if we had our sales receipt..(which we did...but not on me ..in the car) she then informed my mother that her ring would cost $486.37...on the receipt the amount was $450.00..so to increase the price of the repair by an additional $36.87 angered my mother...when I told her that I had the receipt and produced it for her noting that my receipt matched her receipt in price amount...I could not understand why the price increase..(smh) is this how they do business...by not honoring the price given at the time of service?

Secondly...when It came to my ring..the one with the very small baguette missing which they charged $150.00 to replace...when the customer service rep handed my ring to me and my naked eyes immediately went to the one diamond that was visually different than the rest...I asked the question "why would you replace the missing diamond with an inferior quality diamond?"..she then took out her loupe and began to inspect the stone...I told her "there was no need to look at it through the loupe because you could see the difference with the naked eye!"...and again asked my question regarding replacing the diamond with an inferior stone. She contacted the manager named Michael who I proposed the same question too and his response was.." I would like to know that too"
(which made me feel somewhat better because he appeared to be the only one genuinely concerned..and professional) Michael took my ring firstly asking permission to do so to his manager and after several moments both he and she reappeared. Marie Goldman the manager with loupe on eye in hand began saying that "there's something going on with all of the diamonds"... which I said no! and you can clearly see the difference with out looking through a microscope (she was not helpful at all and gave me the impression that she was looking for a way to place the blame on the ring and not the stone replaced!) After disagreeing with Marie...Michael then stepped in and took my ring from her and once again began to help correct the problem...he personally assured me that he would take of the problem with the poor quality stone himself and would have my ring repaired by Tuesday of the coming week...I agreed and again left my ring in their possession. On Monday I received a call from Marie saying that they have looked at the picture of your ring...one that we take on every ring that comes in for repair (which by the way they did not provide nor produce as proof for me on Saturday the day that I initially arrived to pickup my ring... Marie began to explain that the missing stone was the third stone from the top and not the second one from the bottom...and I explained to her that depending on the way that you looked at the ting it is either the third from the top or turn it around and it is the second from the bottom!...from any direction the stone that they replaced was of inferior quality...when I asked to speak to her superior Marie informed me that this person was not available...I asked for that person's name and was told by Marie that their is no name to be given...it's a corporate office and that I could speak with someone in customer service...when I informed Marie that she had just told me that she answer's to someone she again said "I can transfer you to the customer service dept...I finally agreed only to be hung up upon...I called back and this time a gentleman named Tony(Anthony) answered the phone and after a brief conversation with him asking for the name of Marie supervisor he also refused to provide the the name of the person in charge (as I could hear him speaking to Marie in the background saying "this woman want's the name of your boss" and her reply to him was to transfer her to customer service..which I guess he tried to do but the phone somehow manage to hang itself up. After calling back for the forth time I again spoke with Marie and ask if she would have the customer service dept give a return call to me..which she replied .."I said I would do that from the beginning"...very rudely...so as of today I am still waiting for a return call...however I will be picking my ring up and taking it to a reputable jeweler to have the inferior stone removed and replace with the correct quality stone to match the other stones. So the lesson I learned is that...I WILL NEVER again patronize the jewelry exchange in Tustin California nor recommend it as a reputable source to my friends and family for jewelry purchase or repair. I will have satisfaction and justice

My husband and I purchased our rings and band from the Cartersville Jewellery Exchange. I have had to take my ring back several times due to having a raised, loose prong. Today 06/20/2017 I had to take my ring back in the prong broke off, probably from being pushed down over and over again and the diamond fell out and was lost. Now they are telling me I have to pay $96.20 for repairs, which I don't feel I should have to pay due to the fact I feel the prong broke due to having to take it back over and over again to be tightened. I would like very much for someone to email me back about this matter at [protected]@yahoo.com any response would be greatly appreciated.

Thank you for your time and consideration.

LeanDrwin McClure

My fiancee wanted to get me a ring from this place. So I went inside and didn't see anything that I wanted. I liked a couple of things but they kept pushing me to other rings. So for a loose diamond which is what the lady said oh I think you'll like this one, wait why are you pushing me away from the ring I want, is what I asked.
So I come in today 3/14/17 and asked for my refund of a deposit my fiancee put down and they tell me no. The manager said the lady told me when she didn't and I am pissed more than my dude. Honestly I am a cheap person and if I would have known that it wasn't refundable I would of never gave it. But that lady skated and she k ow she wrong. Further actions will be conducted.

The same exact diamond has fallen out of the halo on my engagement ring FOUR TIMES, yet they want to charge me for it. Clearly the initial "repair" was never done correctly, even when done under warranty. This last repair literally lasted only TWO DAYS. Paid $107.86 for the third repair on Saturday, 7/23/16, and on Monday, it had already fallen out again. We no longer wish to conduct any business with The Jewelry Exchange (neither corporate nor the Overland/St. Louis location we used), as they will not take responsibility for selling a lemon in the first place, and they refuse to refund the FAILED "repair" that lasted a whopping two days. DO NOT GO TO THE JEWELRY EXCHANGE!

I bought a diamond ring on 11-27-15 from your Norristown Pa location for a Christmas present for my wife to be, we found out on Xmas day that the ring didn't fit. I brought the ring back on 12-27-15 explaining the ring is to tight and my wife couldn't get on her finger, John Isaac gave the ring to the jeweler to resize. The jeweler completed the resizing but he also informs us that he adjusted the prongs which I couldn't understand why he adjusted the prongs since the ring is brand new. Our problem is the rings is only 4 months old and 3 of the prongs broke off for no apparent reason, My wife didn't not catch the ring on anything, we truly believe it was the workmanship of the jeweler when he adjusted the prongs that compromise the prongs because if the ring was of good quality like the Jewelry Exchange promotes the prongs would not have broken so easily. We are just asking the Jewelry to honor their customer's warranty.

Henry and Carol Patrick [protected] or [protected] ([protected]@comcast.net)

Purchased a wedding set in a halo setting on 12-6-14. One of the surrounding smaller diamonds fell out on 12-29-14. They replaced it since it was under warranty. Center 1.32 carat diamond fell out on 3-14-15. After threatening to involve a lawyer they replaced that as well with a smaller 1.0 carat diamond. 3rd smaller diamond fell out 7-27-15. At this point, I consider this ring defective merchandise and want a full refund. The company has a strict no return or refund policy. I can understand why. The person that I dealt with at the corporate level, George Risberg was beyond rude and very condescending. I have read countless reviews of the same thing happening to other customers. The Jewelry Exchange has a habit of diamonds falling out. Attached is a picture of the missing center stone. Two of the surrounding ones have fallen out as well.

My husband upgraded our engagement ring. Went there and picked a stone. The diamond stone was beautiful. Inspected it more than I could imagine. I didn't see any chipped and visible inclusions. So, we purchased it and left it there and decided to pick it up the following day at 4pm. Next day at 4pm. It wasn't ready yet and my husband was upset that they didn't even started it yet. They said it'll be ready in 20mins. My husband gave me the ring when we got home. I am positive that it wasn't the stone I picked. The chipped and inclusions was visible if u will inspect it closely! Went back and spoke with the manager. No apologies were made and offered me a smaller diamond that she said within my price range or I can take another stone which has the same inclusions! They didn't show any more diamonds o could pick from. She said, they don't have too many to choose from. But when we were shopping two days ago, the staff has been showing us more than a couple of diamonds! I was arguing with the manager. And said that I am positive that the diamond wasn't the same and I'm not paying for a diamond I didn't picked in the first place! She was very mean and nasty. The most evil person I've ever met! She said I could come back before Christmas and look for another diamond! The quality of service was horrible! She said she had no business with us anymore and ask us to get out of the store! Stay away from this store... It's a complete rip off. do not leave ur purchase there and ask them to set it. Bring it somewhere else! Do not spend 2k and trust them that you'll get what u picked!

On 11/29/2010, we ordered a pair of diamond stud earrings with jackets from The Jewelry Exchange. Item ordered was 1 cttw round diamond stud earrings with 3/4 cttw diamond earring jackets set in 14k white gold. Diamond stud earrings include 14k white gold screwbacks for security during everyday wear. Product Code EJS30, Labor Charges $0.00 Price: $995, 00. Free Shipping. (Posting from their web site)

What we got was not the advertised item but was a mixture of studs and jackets provided by The Jewelry Exchange as identified on the bill they provided.

First fault was $60.00 dollar labor charge for screwbacks when the ad stated no labor charges and the studs already had screwbacks: next, we were shipped 10 ct WG studs that were advertised as 14 ct WG studs. The diamond studs should have been 50 cts each but were not.

We asked for a corrected bill but the JE CS said the bill was correct. Then we asked for return instructions since the items in our shipment were not the items advertised on the Internet and in our order.

We returned the items and the refund was shorted by $ 60.00 dollars. TJE CS said they did not refund labor charges. Notice that a labor charge was fraudulent in the beginning.

During a later phone call, the next CS person finally agreed to a refund of the labor charge but refused to admit that part of the order was not supposed to be 10 ct WG since the ad directly stated 14 ct WG.(JE refunded the labor charge on 12/11/2010).

I asked for a refund of the cost to mail back the incorrect merchandise ($16.01) and the CS refused to grant the refund. I have sent several emails to TJE trying to get a solution to this discrepancy but they have stopped communicating.

Shop with this company at you peril. What you order may not be what is shipped and billed.

I had previously had a pair of diamond earrings purchased from here that were beautiful, so I thought why not go back there in May 2010 to have my engagement ring sized. I took it there because they do the work right on the spot. Unfortunately because of the diamonds on the band, they couldn't re-size it...Next option? Have it re-set. I pick out a very pretty and well priced channel set setting. They pulled the center stone out of my ring while I was still there so I could inspect it, (everything was fine) and sent me home with the original setting, sans the diamond. I was told it would be ready the next day.

I went back the next day to pick it up and it looked good. Maybe I was a little too excited to have it back, but I didn't notice until I got home that it was set more like a princess cut...which it's not. It's a cushion cut. Ok, so I was a little disappointed...I didn't necessarily want a "princess cut", but it still looks nice. I think I can deal with it. I also started to notice that one of the prongs didn't lay flat on the stone and it kept snagging things.

So a few months pass and I go back to get a wedding band because I had a gift card. I happened to mention to the sales lady that the setting on my engagement band wasn't exactly what I was expecting--that one of the prongs kept snagging clothes and if you run your finger over it, you could feel that it isn't flush to the stone like the others. She basically told me there wasn't anything she could do about it and to deal with it. I should have known something was up.

So I was just at another local jeweler and he asked if I wanted my ring cleaned, which of course I did! He pulled out his loop to look at it and informed me that the center stone was chipped. Weird...when I looked at it before I had it re-set there wasn't anything wrong with it. He pointed out that the chip was caused by having it re-set, and it is in fact, in the same spot where the prong doesn't lay flat. He also informed me that this isn't a chip that would happen from bumping it, and said again, it happened when it was re-set. He also told me that in order to get rid of the chip, the ring would need to be re-cut--taking it from a 9 point to a 8 point (if they could even do that)--de-valuing it tremendously.

When I left that jeweler, I immediately called Jewelry Exchange. I spoke with Jean who informed me that since I had it re-set "some time ago" (the last time I checked, 7.5 months really isn't "some time ago"), there wasn't anything they could do about it, the chip wasn't their fault, and the jeweler is supposed to tell them if something happens when they are working on jewelry. Needless to say, I am not a happy camper. I let Jean know that if we aren't able to get this resolved (especially since the stone is now de-valued), I would be contacting an attorney, and she told me to call back tomorrow and speak with Cathy the manager. We'll see what happens tomorrow, but for now I think everyone should stay away from that place.

I brought them a diamond to mount, paid for it... And wait forever for it to come in. Finally I call the store to see whats going on and the manager gets on the phone to tell me they lost my diamond and I would have to pay for another one if I wanted it mounted!
Theft! Plain and simple! And they wouldnt even give me my money back to have the diamond set!
I basically paid them to steal from me. This company should be shut down!