Jared the Galleria of Jewelry

Jared… You gave us a renewed sense of confidence in my local jewelry store, Johnson Jewelers. Thanks.
Is it because you are a chain jewelry store that you lack pride and respect when I enter your store? Business must be booming and my purchase must be so small and insignificant? That’s how I felt tonight. My wife had the same sensation as well.
Here’s the low down… I bought my wife a Pandora bracelet and charms for Xmas. She opened said gift, thought bangle was too tight and we needed to exchange. The initial purchasing experience was ok enough. I didn’t feel like they needed my business or valued me as a customer but I didn’t care because they had a special going on and I wanted to use the special.
Once returning to Jared, the tone changed even more so. I guess because I wasn’t going to buy something you didn’t care to help me? Couldn’t bother to greet me? Is that the Jared way? And no… You all totally weren’t busy with customers BTW. We were told to come back so they could order another bangle and that was fine.
Got a call that it was ready for pickup. Sje tried the bigger one on and then decided to stick with the original bangle because it fit better. And oh man… the store associate seemed so bothered. We inconvenienced her apparently and she informed us that she was going to have to do ANOTHER exchange. Sorry?
People just are not friendly at this location and I’m not too sure why. Everyone’s kind of doing their own thing. I’m sure it has something to do with an end of the year audit, but still… Doors are still opened for business. My wife and I left tonight with a bad taste in our mouths. We doubt that we will be shopping with Jared in the future.

In my opinion, they have the best selection of engagement rings in El Paso. And if you don’t see something you like, they will custom design a ring for you at no extra cost. A little tip here, find the diamond you want here and then buy it on Blue Nile for half the price! Then have it shipped to you and have the diamond set in the ring at Jared. You will save a few thousand dollars. And she said YES!

I have to start this with this:
I like Jared. I would probably return for jewelry shopping. I will always take jewelry purchased from this store, to this store. But yesterday’s experience will also leave me questioning anything I don’t see in writing.
Price wise I can’t really tell you whether you’re getting a better deal at Jared compared to any other jewelry store, but the prices did seem reasonable for the quality of product they offer. And it seems like they always have some kind of sale going on. They have a pretty good sized inventory of rings. Their selection of watches, necklaces, and bracelets is much smaller, but still diverse so you’ll definitely be able to find what you’re looking for.
What ruined my faith in Jared is the seemingly lack in training. I wouldn’t expect a sales agent to know the ins and outs of warranties and replacements, but when one pretends to and advises me incorrectly it pisses me the hell off.
My boyfriend bought me a watch from this particular Jared for Valentine’s and recently a pin fell out. There are only two real pins in the whole thing because every link can be removed to resize to your wrist. When we walked in we were greeted and immediately told the sales agent (I cannot stress enough that he was a sales agent) that a pin had fallen out of the watch-​face and I needed it replaced. He asked if I had the additional links with. No, I hadn’t brought them because that was not the piece that needed to be replaced. After handling the watch, the sales agent advised me that I should bring in an additional link and they would switch out the pin… so even if that were possible (and it’s not) I would still be missing one pin for this watch. We continued to talk to him about this because that was not something I wanted to do. At the moment I have very small wrists, but that doesn’t mean it will be that way in a year or two or five. This also didn’t make sense to me because what if the watch had fit me perfectly and I didn’t have any extra links? I’m just SOL then? He then let us know that was the only way to do it because the warranties at Jared only cover the watch-​face itself. Are you kidding me?! That’s the most ridiculous thing I’ve ever heard. My boyfriend didn’t buy the watch and band separate. We both found this incredibly ludicrous.
The sales agent continued with the whole we-​need-​to-​come-​back-​with-​one-​of-​our-​links and then they’ll fix it. At this point we were getting a little upset because he clearly hadn’t even looked up our warranty or any information on the watch so I wouldn’t say my boyfriend got loud, but his voice rose enough that the manager became aware of our dissatisfaction with the current service we were being given. The manager also happened to be in charge of the watch section/​maintenance. Great! Finally someone who might be able to help us out. Turns out the entire watch (including the links) is covered in the warranty which is pretty standard and all they have to do is order the pin for me. Oh, and guess what? Even if I had wasted the time to go all the way home and bring back an extra link they would’ve been able to absolutely NOTHING with it because the links don’t use the pin that was missing from my watch. So I would’ve wasted more time.
While the manager was much more professional, actually listened to our problem before coming up with a solution, and researched the correct solution before telling us anything, no one was really apologetic for any of the misinformation we were given. How many times does this happen here? The sales agent should’ve went immediately to the manager to get some clarification on the process on fixing the watch, but instead he pretty much made up a solution without consulting with anyone that actually works on watches.
Currently my watch still hasn’t been fixed, but the part has been ordered. As soon as all this is over and my watch has been fixed I hope that I can update this review to a higher rating that will reflect a positive experience. For now, I’m pretty disappointed in the customer service and training of employees.