My experience was alright. Found a ring I loved. However they really didn't work with me all that much to earn my business. I bought the ring as it was a unique piece but in my opinion for paying over 4K they damn could've at least gave me the sizing for free. Also I had to have it shipped to a store near me, and have yet to get calls, not sure where it is in transit since that are not good with following up at all, and I have no ring YET I am getting a statement! I do expect a ring in had before having to pay for the damn thing. All because of this I might actually return the ring and just pay the 75 restocking fee. I'll stick with ShaneCo from now on. Better service and warranty.
On approximately November 20th, I was called and informed that one of my rings had been delivered. I requested an update on the second ring and was told by the salesperson that I would receive another call within the hour updating me on the status of the second ring. That call never came, marking the second indisputable lie from this company.
The sales associates were great and very helpful to myself, a younger male with limited jewelry knowledge. However, unless you go into the store to pay your bill, there is a minimum $5 fee for processing checks and $10 to process cards over the phone so you pay them in my case I have payed them over $300 just to process my credit card, kinda crazy!
At approximately 5 PM, I called the Wausau Center location to inquire about the location of my ring, which was both past my original guaranteed delivery date and the secondary promise of the sales manager. I was informed that my ring had not been delivered, and when I asked if why I had not been notified of another delay, I was told that it had not been gotten around to yet.
I placed an order totaling nearly $2,000 on October 13th which the salespeople guaranteed me would be delivered within 4-6 weeks, with assurances that it would be close to the 4 week mark. As we move forward, you will note that this is the first of three times I have been indisputably lied to.
Since I placed my order on October 13, I have been lied to, disrespected, and treated as wholly unimportant and disposable by the staff at Wasau Center, Wisconsin.
On or around November 13th, just over 4 weeks since I had placed the order, I called to request a status update on my order, and was told simply “soon.”
Very poor costumer service. Argued with two people one being the person I bought my wedding band from back in August, said i would not have to pay for the soldering, and the engagement ring which was apart of the family given to my fiance to use would then be umbrellard into the new protection plan when soldered together (back in August) for about an hour. They grudgingly gave me free soldering, but since the engagement ring was bought by another person from my family with their old protection plan it would not be covered, even though back in August i was told it would be. I offered to buy a new protection plan for the engagement ring they turned that down and lost money. The guy that I bought the wedding band from said he would have never have told me that when the engagement and wedding band solder together would be umbrellaed. At this point i just said solder the ring and left. I would have rather have had my fiancé go to another store/bought a different ring then a family ring that was used. (Engagement ring was bought through them as well over 10 years before now). Go some place else if you use a ring that's been in the family otherwise you get more headaches right before you get married which is not fun.
It has become increasingly clear to me that the Wausau Center location cares little for customer satisfaction and retention, and thus I would suggest any would be customers go to literally any other store.
Update: Well I am updating for the fact I was quite impressed that the Store Manager Paul responded to my review and was more then willing to discuss my concerns and helped resolve them. I cannot wait to have my ring, and he will be discussing with his people about lack of communication. I would recommend still Rogers and Hollands as both my Mom and I have very beautiful pieces and this Store Manager was very willing to go above and beyond.
On Tuesday, November 21st, I arrived at the Wausau Center location to collect my delivered ring. I communicated with the staff working that night that I had purchased rings under a verbal guarantee that they would be delivered in 4 to 6 weeks that would be expiring on November 24th. The sales manager at this location attempted to dodge the fact that I had been twice lied to, but assured me that there was absolutely no circumstance in which my product would be delivered later than December 1st. This has proven to be the third indisputable lie that your company has engaged in during the course of a single transaction.
I'd shop at a Walmart before I shopped here again.
At this point, I asked the sales manager if I would be compensated for the numerous lies, failure to deliver on guarantees, and shameful lack of communication on the part of Rogers & Holland’s and the Wausau Center location. She at that point said “I’ll look into it” and ended the phone call without so much as an apology for the lies, lack of notification regarding delays, and failure to follow through on my purchase. To this point, I have not received any further communication.
Very patient with our buying experience. Answered all out questions and helped us narrow down the selection. When the price was a tad too high the store manager stepped in and saved the sale by offering to source in a new center stone. Very professional and friendly.
Rogers Hollands Jewelers is a US Jewelry Store based in Wausau, Wisconsin. Rogers Hollands Jewelers is located at C-302 Wausau Center Suite B216, Wausau, WI 54403, USA.
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