•Listened •Validated our concerns •Took responsibility, even though he wasn't a part of the initial process/problem •Promised to make it right •Then, he acted on that promise, and it's MORE than right!
DO NOT GO HERE FOR SERVICE. Time and again I have gone in to this store to have my engagement ring and wedding band checked. Every time they are rude and difficult to work with. I've owned my rings for 10 years now. During the first year of ownership, I literally had my entire ring replaced 3 times! Because their own jeweler literally broke my ring- not once- but TWICE! In the last tens years my husband and I have moved all over the country because he is in the military. However, I have always had my ring in for inspections twice a year. If I happened to be 1-2 months passed due, other stores said "no problem at all!". This store was the only one that refused to budge if I was even a week late. The last time I dealt with them, the lady told me my prongs needed reinforcing and that I was passed due for inspection so I would have to pay. I told her I'd be taking it elsewhere. J sent it to a store in Indiana and they didn't even find anything wrong with it! No repairs needed! And they gladly took it without concern for my inspection being slightly late. DO NOT EXPECT GOOD SERVICE HERE.
I can't speak for all the negative reviews but what I can say is that none of the people who have negative reviews delt with Mitch. He went above and beyond to help my fiancee and I pick out the ring of her dreams. He showed out standing customer service and has a customer for years to come
Last night I did something I've never done in my 49 years. I cried in a store.
So it sounds to us like they charged us for the rings and forgot to order them...and to make up for not having the other ring for just to have at our wedding they said they would give us some money back on the one ring. So after we returned from our honeymoon we go to the store to pick up the ring and get our money back. We got the ring and they told us they were giving us $100 back on the one ring, but they continued to say that they couldn't return the "taxes" on it, so the actual amount we got back was about $78...all in all, very dissatisfied and disappointed with Rogers and Hollands.
ENTER MITCH: Several Sunday's ago we walked into his store. Thank God. I've been in corporate sales for the better part of 25+ years. Mitch executed the corrective actions necessary with absolute perfection. Here's what he did:
It's hard to read the reviews below. I looked up the store online to get the mailing address. I'm sending a THANK YOU card to Mitch, at this location.
5 years ago, another location of this same chain reset my wedding diamond into a new setting for my wedding anniversary. It was a disaster. The diamond was set incorrectly. For five years I have lived with the ill-set look of the ring due to distance and concern over shipping to a store I lost faith in.
We ordered her wedding bands 7 weeks before our wedding and we were told it would take 4-6 weeks to get them in. After 6 weeks we hadn't heard anything from the store so we contacted them and we were told that they would contact the warehouse to see the status of our order and they would call us back later that day (Monday). By Tuesday afternoon, I still haven't heard anything so I called back and they claimed they were waiting on an email from the home office on the status of the rings and they would call us back, we never got a call back again. On Wednesday, she went into the store with her sister and the employees of the store said that they would order the wedding bands from their other stores and the rings should be at there on Friday (our wedding was that Saturday). Friday comes along and they still don't have our rings, so Saturday morning before the wedding, a family member had to go to the store to pick up the rings but they only received one ring by this point and said the other ring would not be there until Monday.
Never once was anyone at this location rude or dismissive. In fact, the women working were overjoyed WITH me at the outcome. Maybe Mitch is the answer. Maybe he's the reason this store turned a corner and is offering superior service. I can't say, I have no prior experience with this location. All I can say is that I am overjoyed that Mitch was there when I walked in. Thank you! Sincerely, Angela Lyon
Terrible customer service. Bought a lifetime warranty through them when it came time to actually using it the sales associate was zero help in getting the product fixed. Ended up having to take it to a different Rogers and Holland location. Sales associate was rude from the start.. the woodland mall store is an hour drive from our home.. next time think we'll shop local.
It's also hard to write a review when all you want to do is stare at the ring on your finger.
Rogers Hollands Jewelers is a US Jewelry Store based in Kentwood, Michigan. Rogers Hollands Jewelers is located at 3195 28th St SE, Kentwood, MI 49512, USA.
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