1 /5 Maria Savage: In June 2023, I entrusted Royal Jewelers with my late mothers wedding ring—a priceless family heirloom—to have it resized to fit my finger. The ring was given to them in its original, genuine gold form. However, when the ring was returned to me, the gold band had been replaced with a non-gold metal.
Due to my bicoastal lifestyle and an out-of-country wedding, I couldnt address the issue immediately. When I returned to the U.S. months later, I went to the store to speak with the manager about this unethical practice. Unfortunately, the manager was unavailable, and despite my request to be contacted, I never received a follow-up. The staff appeared dismissive and clueless, showing no accountability or transparency regarding how the gold was swapped for a lesser material.
This incident has caused immense frustration and sadness, as the ring holds deep sentimental value, being a gift after my mother’s passing. It is unacceptable for a jeweler, trusted by countless customers in the Houston area, to handle such items unethically. I am still seeking resolution in this matter and expect Royal Jewelers to take responsibility for this grievous error.
Response to manger added at 11:40 am (eastern):
Since the reply has been disabled please see my response to the store manager below:
It is extremely disheartening that it took me writing a Google review to even receive any communication back from your team. For over a year, I have been attempting to resolve this issue, only to be met with unavailability and dismissiveness.
Your response accusing me of being a "scam" is not only unprofessional but completely uncalled for. If you had taken the time to read my initial comment thoroughly, you would clearly understand the circumstances: I live bicoastally, and for much of the past year, I was out of the country. Despite these challenges, I have made efforts to follow up, including visiting the store in person and calling multiple times. Even as of today, I called your store and was told, once again, that the manager is unavailable.
An official complaint has now been filed with the Better Business Bureau. The fact that a Google review was necessary to prompt even this poor level of communication speaks volumes about how customer concerns are handled at your establishment.
This isn’t just a minor inconvenience—it’s about the unethical alteration of a priceless family heirloom. Rather than addressing this issue with the seriousness it deserves, your dismissive and accusatory tone only highlights a lack of professionalism and accountability.
I urge you to reflect on your approach to customer service and take responsibility for addressing this matter properly. A genuine attempt at resolution—not baseless accusations—is the bare minimum I expect at this point.
*Please provide me with the business email and will submit proof of payment via email. There is a carbon copy of the receipt for service in the store. The date of service is 6/29/23. Cross reference the date and you will find in your records that I did indeed pay for a resizing service. My credit card statement serves as proof of payment for the resizing service and will not be posted publicly.
