Deleuse Jewelers

Suffice it to say I will never use this merchant again and would caution you against using them.
Tuesday I brought my watch in to have the battery replaced. While replacing my battery, the son of the owner broke one of the pins and then tried to get me to wear the watch without one of the links (because he couldn’t put the link back in since he broke the pin). WHAT? Fortunately, he found another pin.
Then, he commented that the watch needed a cleaning (while also commenting to the shop assistant that «this is an expensive watch!» — which it is. About $ 3000, in fact.) I asked how long that would take. He said it would be ready the next day. He gave me a ticket stub/​receipt.
Wednesday: he left me a VM that he needed another day. I left a VM back to say that was fine.
Thursday: I realized I couldn’t make it to the shop before it closed at 7pm. But the VM wasn’t working. The phone just rang and rang.
Friday: I called, no VM. just ringing.
Saturday: I called, no VM. I went to the website and filled out an online form expressing my interest in picking up my watch. I also sent an email using the email address listed on the website.
Tuesday: I went to the store in person, again. There was a sign saying that the store was «closed due to illness» for 2 days (the previous Fri and Sat) but no explanation to why it was still closed.
Wednesday — Friday: I called, no VM. And no response to my email.
Saturday. I went to the store in person again. It was closed. The sign had been updated to say it would re-​open on Tues. Went to the Cigar store next door. They said the father and son had gotten into a feud, and that the father, who had been ill, was returning on Tues, but would only be working a couple of hours a day.
Tuesday (now two full weeks since this began). I call the store and speak to the father. He cuts me off midway into my first sentence telling me he just got out of the hospital, he’s cleaning up his son’s mess — his son isn’t a watch repairer (WHAT?), and he won’t be able to do anything for me for at least 3 days. I explained that I am traveling to Europe on Fri (and that it has been TWO WEEKS when it was supposed to take ONE DAY) and need the watch now. He said it wasn’t there. I asked where it was and he said it was Downtown getting cleaned. He said I could pick it up tomorrow from 11 – 2. I explained that I work in San Bruno. He got annoyed and said he had just been in the hospital and he couldn’t believe I was making this about what is convenient for me. I said I was sorry that he had been ill, but that I had been waiting for 2 weeks with NO COMMUNICATION from them (frankly, wondering if my «very expensive watch» had been stolen and would never be seen again). I asked if there was any other way to pick it up. He said I could come to his house tomorrow, somewhere random in the city. I said that was fine, seeing no alternative, even though that was absurdly inconvenient.
I call the store back. I ask if I can pick it up from the location downtown today instead. He refuses to tell me where it is and says they won’t give it to me. I say «If you tell them to release it to me, and I give them the ticket stub, I don’t see the issue.» He gets super angry, keeps saying no, and then HANGS UP ON ME!
Wednesday. I stay home from work, and arrive at the store at 11:15am. Both the father and son are there and it is a hot mess. The son looks in the safe. The watch isn’t there. He looks in the delivery from the mysterious downtown location and finds it. He then says, «I was in the hospital from the day after you left your watch. And my father was in the hospital.» I say «I understand that, but I feel like you could have done a better job of communicating with your customers.» He doesn’t apologize. Just mentions again that he was in the hospital. And then, after all of this, HE CHARGES ME FULL PRICE. I was so shocked. The least they could have done was not charged me, after all of this headache. SO TACKY! I paid in full (even though I wanted to express how shocked I was — but I’m classy) and left.
So, in short:
1) The father shouldn’t leave the son in charge of his store (and ultimately his reputation) if the son isn’t qualified to repair watches.
2) If something like illness occurs, you should have a plan in place to contact the customers whose items you have to give them an update and let them know what is going on. Where was the shop assistant? Could she not have been answering the phone and email or greeting customers who came by, to explain what was happening.
Epic fail in customer service. Shameful, really. I am sympathetic to the situation and the illness issue, but, at the end of the day, you are running a business and there are simple steps to take to notify customers.
Take your business elsewhere, folks. There are a couple of places on Union Street — TC Jewelers, Union Street Goldsmith and David Clay Jewelers all have 4.5+ stars on Unilocal.That’s where I will be going from now on.

Love working with Janet and her team at Deleuse Jewelers. They always have great jewelry perfect for me and gifts too :) Thank you!!!

Feel like I might be a little overly generous with the 2 stars, because I definitely won’t bring any business there again, but it’s not the *worst* service I ever received. Somewhere between «Eek!» and «Meh.» is appropriate.
Nothing egregious, I’d just routinely have to wait several days longer (sometimes weeks) than the estimated finish date for stuff, and the one time I had to replace a watch band here, it broke maybe 6 months later.

I was quoted $ 22.00 for the replacement of two watch batteries, in two separate watches. This quote included the cost of two new batteries.
When I returned to the store to pick up the watches, I was asked to pay $ 32.50. The older gentleman that runs the place informed me that one of the batteries was very expensive and that was the reason for the additional charge. He handed me the packaging of the battery with a price of $ 20.00 written in pencil on it, as if he had actually paid $ 20 for it.
I like to support local businesses and had done business here in the past so, I let it slide. Once I got home, I Google’d the cost of the battery in question — it was .90 cents in bulk on Amazon. I checked my local drug store and it was $ 3.50, retail — for one battery.
I would have let it slide if he didn’t try to fool me with the «$ 20» written in pencil.
I’m sorry to say, this is one local business I will not be visiting again.

This place is great. I have had a couple of instances when I was about to leave for a trip and my watch battery died. He is quick and reasonably priced. It was $ 16 to replace a battery and the owner is really nice.

So… it’s a 2.5 for me. I’ve been several times and went back recently even though I moved across town, as the prior work had been solid. I had a broken second hand on a watch fixed and the face replaced and was happy with the work. The customer service was not as impressive. It was supposed to be ready Saturday and I didn’t get there until the following Wednesday, leaving work early so I could get there before closing. When I arrived, the owner told me that he was behind and it wasn’t ready. I was stunned, mentioning that I had driven across town to pick it up and all I got was a blank stare. The place is totally old school, so they take your name and number and give you a claim tag, so no reason they couldn’t have called me to let me know. Hey, I’m reasonable, I understand getting behind. However, this is a business, at least acknowledge the error and apologize or give a discount for wasting my time. If you live nearby and walk by often anyway, it’s worth it because the work is good. If not, don’t make the trip.

The owner is really nice and knows his stuff. He seems like a true craftsman who takes a lot of pride in what he does and how he treats his customers. That is hard to come by these days.
My silver watch band broke right before I was leaving on a long trip and I went in asking if he could fix it. First he told me a few days and when I told him I was leaving in two days for my trip, he hesitated… but then offered to do it the next day so I could have it for my trip. I think he even ended up doing it the same day and it probably would have been even sooner but we just kept chatting along while I was there. Really nice guy.
Oh and reasonably priced too.

The owner did a fine job of changing a watch battery, and re-​attaching a marker that had fallen off the face. However, in doing so, some lint or something like that got stuck inside, and was clearly visible from the face side when he returned the watch to me. The owner agreed to open up the watch again and clean it without charging me extra. The whole thing cost about $ 20. Pretty reasonable.

I just picked up a vintage brooch I took in for a repair and I am very unhappy indeed. The older guy (owner?) who repaired it has given it back to me discoloured from the heat of soldering and looking like a dog has chewed it. There was a clean break in the metal that needed soldering and it is now a pitted, melted looking mess where I was expecting a seamless repair. When I took the brooch in he said it might be a tricky repair because the brooch is lead. He never warned me it would end up looking butchered. He had my number — why couldn’t he call to discuss it when it was obvious he wouldn’t be able to do a good job? But no. Instead, 2 weeks after I took it in, (with no phone call from them to say if it was ready), my brooch, once a favourite, now looks like chopped liver. It was one of a selection given to me by my great aunt who is 104. it has sentimental, but not monetary, value. And yes, I am angry at myself for not complaining more strongly in the store. I expressed my disappointment but the guy just said «that’s what happens with lead, it melts.» Oh, you couldn’t have told me that up front? Then he stood there in silence, watching my dismay, as if daring me to complain. Then took $ 25 for the repair. I am pissed right now. I would never go to these guys for anything again.

I was looking for a neighborhood jeweler to resize a sterling silver ring I bought while away on vacation. Apparently my fingers must have been swollen when I bought the thing, because it was at least a full size too large. I brought it in to Deleuse, and they made it 1.5 sizes smaller — did you know they could do half sizes? I was amazed! The owner and his son were both very friendly and knowledgeable. The ring was back to me in a week, and it cost $ 30.

perfect for a quick $ 10 battery change!
convenient location, friendly, and do it right on the spot!

I’ve known Max, the owner, for over 20 years. Great guy and knows his stuff.
I came here to get a jade ring made and it came out beautifully.

Nice family-​owned business. They do great jewelry repair and the guy who owns it gets friendlier everytime you go in! The turnaround time is a little slow but the prices seem fair and he definitely knows his stuff.