Customer ReviewsforKranich's Jewelers

I took my Levian chocolate diamond into the Kranichs ************* ********************* store because the ring had a break in the band. I was told that it would take 10 weeks to get it back from Levian if I wanted to use the warranty or I could have it fixed in this store for $75 and back in a few weeks. I decided to have it fixed in store and when I went to pick it up its 2 sizes to small.The sales mgr ****** insisted that is the size it was before fixing which I disagree with as I have NEVER worn a size 6 ring. I walked into the store with the ring on my finger to which ****** said thats because it had a break in it. I think we all know along with an experienced jeweler should know that I couldnt adjust that sturdy of a band and I found that very insulting. The solution according to ****** was to split the cost to fix it so another $90 out of pocket to size a ring that I feel Kranichs messed up.Keep in mind this is a $2k ring which I wear every day. I left the store with a ring I cant wear and highly upset! I will not return there and will share this experience to help others.

While ********************* did not purchase this item from Kranichs, nor did they have it sized initially by our firm, we did solder the break most recently. After discussion regarding her concerns, we believe that the entire piece of gold that was initially soldered between the break had broken off. As such, with the gap from the break, she was able to wear it to our store. When ring was pulled together and soldered, it became too small. In hindsight in our most recent discussion with customer, we decided we would have been better off checking her size prior to soldering it back together. That said, we are getting her all squared away at the proper size to her satisfaction. We expect her to have the ring back on her finger very soon!

I purchased a pair of diamond earrings with a lifetime warranty prior to moving out of state. The backs to my earrings now need to be replaced and so I contacted the store in *************, ** to have them sent to me. Upon speaking with a representative, she requested that the earrings be sent to them via postal mail, stating that they have to physically look at them to see what kind of threads the earrings have. I explained to them that I am concerned that my earrings will be either lost or stolen in transit, plus the cost to insure the earrings will be too high due to the fact that they cost over two thousand dollars. I further asked if they have all of the information pertaining to the earrings on record for them to refer back to fulfill the request. She stated that they do have the information but that they will still need see what kind of thread is on the earrings since they have "hundreds of vendors". This is truly disappointing because you would think that all of the information needed would be in their records. Not only that, she didn't even make an effort to find any of the information needed. Needless to say, If you are contemplating the purchase of any expensive jewelry with lifetime warranty before moving out of state, I do not recommend Kranch's.

****** As you know, we attempted to help you from the moment of your first call. We are still more than happy to help you replace the earring backs that you lost. In the phone calls with you, your demeanor was unbecoming at best. We therefore must request that our staff is treated with dignity in the future. While you have followed thru with your threats to say negative things online, this does not seem to facilitate a solution to your problem. It simply seems to show your interest in hurting our company, the many staff members/families in our employ. We have never denied your request. You have simply not made it possible for us to help you. It is not common practice for jewelers to keep details of the type of back used on every pair of earrings sold. Certainly we will work with you to accomplish your goal. We remain here to help if given the opportunity.Thank you

Good day, ********* owner,Thank you for your immediate response to my review. However, as you know, I attempted to get your help not only once, but two times when I called, to no avail. If you were truly happy to help me, you would have by now. You are absolutely wrong stating that my "demeanor was unbecoming at best." The first time I called, I was more than nice about it. The second time I called, although my tone of voice was *****, I remained respectful and referred to you as "ma'am", and simply stated that I was a highly dissatisfied customer, and I still am. You are requesting dignity and respect, but yet you have had that from me, from the moment I trusted ********* with my money and purchased the diamond earrings. As a paying customer, I have the right to express my disappointment with your establishment in a respectful and professional manner. The only option you gave in order to help me is for me to send the earrings to you via postal mail, and that is not an option, for reasons I have already explained in my previous review. The Better Business Bureau review has been confirmed. Thank you.