1 /5 L H: I went in to Franks St. Augustine store on 11/23/2019. I went on my moms recommendation, as Frank had done good work for her in the past. My fiance and I commissioned a custom mens band, as my fiance was struggling to find what he wanted to match my engagement ring. My engagement ring was made custom from Orange City Jewelers. We were very pleased with Orange City, but thought that Frank could become our "family" jeweler, as his shop is closed to my moms house and we wanted to all share a place/have a relationship with the person who did all of our custom pieces. I regret going to him now. When we drew up the design, my fiance told Frank he wanted VERY dark (pigeons blood) red rubies. Frank told us it would be no problem and he would be in contact when the wax was ready for us to view. We asked if we could see the stones at that time as well and he said yes. I received an email from Franks team on 12/18/2018 . I didnt see the email at that time (which is my fault) and wasnt called, but I checked up on the wax on my own on 1/4/2019 and made an appointment to see it with my fiance for 1/12/2019. I confirmed they had the stones we wanted to see. We were told that the stones and the wax were ready for us. When we arrived to see the wax, the correct rubies hadnt been ordered, so we saw their standard pinkish rubies, but Frank promised to order the stones in ASAP and have his son shoot pictures of the stones in a lightbox. I hear nothing from them, so I checked in on 1/19/2019 and was told the rubies would be in on 1/21/2019 and Alex would send me pictures. 1/21/2019 passes with no communication whatsoever, I checked in again on 1/31/2019 on my own and was told the right color had "just come in", but they didnt like the lightbox photos and wanted to overnight the stones the next day. I said yes and gave my work address. A few days pass and I reach out on 2/4/2019 to ask Frank why a custom project estimated to take between 6-8 weeks is nearing 12 weeks and also discuss the lack of communication. He was rude to me and his son took over the project from him and I dealt with Alex after that. I received the stones 2/6/2019, but my fiance was away for work and was not able to look at them until 2/15/2019. Once he confirmed he liked the color, we had the stones dropped off at the Daytona store on 2/18/2019. On 3/7/2019, I was told I would be sent a sketch of the final ring the next day. Nothing arrives. On 3/9/2019, I reached out and was told Alex did not know he needed to provide a sketch, despite our texts/conversations illustrating otherwise. On 3/11, I am sent a "sketch" done at the beginning of the process that did not have the changes that were made to the ring in January, but we discuss the changes and I indicate we want to pick up the ring. On 3/21, I reach out asking when I can pick up the ring. I am told "probably next week". On 3/28, I reach out to see if the ring is done and I am told no, but it will be ready 4/2 (almost a week later). I asked for an appraisal. I am told that I will receive one at pick up. On Tuesday, I sent my mother to pick up the ring because I am furious this process took 19 weeks to complete. She asks for the appraisal. They dont have it, but swear it will be emailed to me by the end of the day. It was not. 2 weeks after I pick up the ring, I contact them about the appraisal and I am told they were not aware I needed one, but would get it to me the following Monday, despite having promised to provide one in writing. All in all, I would never use them again. Throughout this process there was no communication, Frank was rude to me and passed me off to his son and at every turn, instead of apologizing, I was told they have staffing issues and other issues preventing them from providing me with good customer service. I hope they realize they are not the only jewelers out there who do good work and that part of paying for a custom piece of jewelry is the customer service involved, which they are severely lacking. I finally received the appraisal 4/15...143 days from start to finish. :(
