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February 2024 by Gordy M.
In 2023 we put a 4-carat oval diamond solitaire with accent diamonds on layaway Memorial Day weekend. We made payments on the ring until we picked it up Labor Day weekend. The main reason we decided to buy the ring at Underwoods was because our salesperson, MaryLou, told us that if we ever decided to sell the ring, that Underwoods would buy it back for the value that we paid for it. When we picked it up, we received no paperwork with the ring. The appraisal had not arrived by November, so I called and spoke to Marylou. It arrived about 10 days later. There was nothing on the receipt or the appraisal stating a warranty period or the buy back that was promised. Because this ring was a surprise to our family, my wife didn't wear the ring until Thanksgiving. The week after Christmas, she was wearing the ring around the house and the diamond fell out. To say she was heartbroken was an understatement. She was terrified that she had almost lost our major investment. We took the ring back to Underwoods. We mentioned to the salesperson that yes, we had purchased the ring there and that Marylou was our salesperson. She called Marylou over and said, "I hope you have it insured." My wife said, "I do, but I don't want to file a claim for it because they will raise my premium." My wife explained that she wondered if the setting was too light weight for a diamond that size -reiterating that she had worn her 2-carat for 30 years and never had an issue. Marylou's comment was "These big diamonds get caught on things all the time." Marylou wrote up the ticket to get it repaired and that was basically it. She offered no sympathy or empathy at the distress my wife explained about being worried that the setting was not very strong. We asked the question about the ring being under warranty and about the buy back that was promised. Marylou said that there was no warranty because that was what the insurance was for. She also stated that the buyback would be for the "forever mark" diamond because they want to make sure they get those back, but it wouldn't be for the setting. Marylou's attitude was aloof and impersonal during the whole interaction, leaving us to believe that she was disappointed that the diamond was found and we were not filling an insurance claim to have the whole ring replaced. She called a few days later and told us that the jeweler would not repair it because it was too badly damaged, so they were sending it back to the manufacturer. We were called a couple of days later and told we could pick it up. When we picked up the ring, we mentioned that Marylou had told us about the buyback and we wanted to make sure that we knew how much we would be leaving to our heirs when we passed. We also asked this salesperson about a warranty and she said that it is usually a year on this type of ring. Again, nothing in writing. There was no charge for the ring repair. My wife was still very frightened to wear the ring because when it broke, she had not felt it catch or tug on anything. She just looked down and saw the empty setting. In February, I took the ring back to Underwoods and asked to return it. Marylou told me that they would not give me a refund, but they would take it in as an exchange for one of equal or greater value. I said, "That is not what you told us when you sold it to us." I told her that I wanted a full refund because the setting is too fragile and my wife is afraid to wear the ring. I asked to speak with the manager and she told me directly that they would not take it back after 5 months - again nothing was in writing. We were about 2 weeks past the 5 month mark. They basically said, too bad. I explained that Marylou was a sales machine who will tell you anything to get you to buy something. It feels to us like Underwoods sells inferior settings and encourages you to get insurance, so they get another sale when the mounting fails. Very disappointed. Don't risk your investment by purchasing from them. Buy from someone who gives at least a one
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January 2024 by Gary C.
We got both of our Rolex watches completely overhauled here. Very good job done by a certified repairman
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October 2023 by Radhika Sharma
About a year ago, my fiance and I went to Underwood Jewelers in hopes of finding our wedding watches - this is when we met Mary Lou and honestly she has had single handedly not only helped us get our wedding watches (two beautiful Rolex Datejust pieces) but she has been such a big and important part of so many of our milestones: she helped my fiance pick out birthday gifts, my graduation gift, and also our beautiful wedding bands. Mary Lou even helped one of our best friends buy his engagement ring!I sincerely recommend Underwood Jewelers to anyone who wants an individual experience when shopping for anything from jewelry to watches. The shop is always so clean, inviting and the staff is amazing and charismatic and always take the time to help you find exactly what you're looking for.
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October 2023 by Max M.
Absolutely super happy with Leslie Burkhalter and Sarah Larkin, The time waiting for my Rolex was absolutely worthy! Leslie and Sarah keep mi informed allowing my hopes staying Real! I'm sincerely grateful and happy with Underwood's team and Service. Cheers
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September 2023 by Billy Rizzardi
It is with the utmost pleasure and satisfaction that I recount my experience at Underwood Jewelers. From the moment I walked in, I was embraced by the exceptional professionalism and warmth displayed by everyone, from the esteemed Vice President to the diligent security guard.Yet, it was Leslie, my sales associate, who truly stood out. Through every step of the purchasing journey, Leslie demonstrated an unwavering commitment to ensuring my needs were met and went above and beyond to make my dream come true.To many, a Rolex might simply be a watch, but to me, it symbolizes the American dream that my family has upheld for three generations. Obtaining this timepiece was not merely a transaction, but a significant milestone in my family's legacy. Additionally, their exquisite selection of fine jewelry left me astounded. I am beyond thrilled with my gold bracelet purchase.The warm reception extended to my girlfriend as well, who was welcomed with open arms. She is elated with her sterling silver bracelet, a testament to the quality and craftsmanship Underwood Jewelers provides.A point worth special mention is the impeccable accommodation they provided in consideration of my disability. As a disabled veteran, nuances of accessibility and understanding carry deep importance to me. Leslie, in a display of above-and-beyond service, quite literally walked the extra mile — or perhaps just a few steps more, considering my bad knee! This gesture, while simple, spoke volumes of Underwood Jewelers' integrity and genuine care for their clients.For anyone considering a Rolex or any piece of fine jewelry, I wholeheartedly recommend Underwood Jewelers. It's not just about the unparalleled craftsmanship of the items, but also about the people behind them who make your dream come to fruition.
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August 2023 by Robert Strilkivsky
I purchased my very first watch which was a Rolex from Underwood Jewelers. I was truly impressed with every aspect of the experience. From the moment I walked through the front door, I was greeted by wonderful Mary Lou. She immediately offered me something to drink and made me feel like I was right at home. She was extremely professional, polite and very kind. I was impressed with her knowledge on watches and how easy she made the process. The first time I came in(6 months ago) Mary Lou helped me place a request on my first Rolex. 6 months later when I came to pick up my watch, I was surprised how she still remembered the topics and stories we discussed. Truly an experience to remember! I will forever be grateful to Mary Lou & Underwood Jewelers for making this moment so special!
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August 2023 by Scott Fjelstad
Shelly at Underwoods is my go to for fine watches. Shelly is responsive and gives such great advice and service. Do yourself a favor and call her for what you are looking for.
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July 2023 by Shayna W.
Underwoods is my trusted jeweler in Jax and I'd highly recommend them. Every experience has been positive. They are polite, attentive and trustworthy. I have a family ring that needs to be reset and Leslie went above and beyond finding the exact setting to replicate for the replacement. We look forward to getting all of our future jewelry needs met here!
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July 2023 by Marco
I just acquired a stunning 41mm Rolex Datejust with a captivating blue diamond dial today, thanks to the exceptional service provided by Greta. This watch is an absolute beauty! I had been searching for it for quite some time, and fortunately, several months ago, I had the pleasure of meeting Greta, who kindly put me on the waitlist. Finally, my patience paid off, and I was able to obtain this timepiece. Greta's profound knowledge and expertise in Rolex watches truly left a lasting impression on me. It's worth mentioning that her professionalism extends beyond just watches; she is also remarkably well-versed in the world of gemstones. I am looking forward to reconnect with Greta in the future to experience her unparalleled service once again!
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July 2023 by Patrick Hynes
I've bought several Rolex watches over the years but this was my first experience with Underwood's. By far it was my best experience with a Rolex AD. Leslie was outstanding - took the time to go over the watch and warranty as well as share the details on their in-house Rolex service department. I strongly recommend Underwood's and Leslie Burkhalter.
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June 2023 by Marjan Rabbani
Hands down the best jewelry store I’ve been to! Sarah Larkin is awesome! She’s so knowledgeable and personable! She made my first experience of buying Rolex and diamonds so easy and effortless! Definitely worth the wait and will definitely buy from again! Highly recommend!
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June 2023 by Corbin Dantes-Perry
Incredible first time experience at Underwood Jewelers! Sarah Larkin is hands down the best Registered Jeweler / Sales Professional that I have ever met. Her knowledge of Rolex, Tudor, and Diamonds was amazing. She was extremely professional and I didn’t feel like I was being rushed out of the store (like most other authorized dealers that I have visited). All future Rolex and jewelry purchases will be done with Sarah and I look forward to visiting again soon! 5 star service - highly recommend!
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June 2023 by Sophie R.
This place/ Emily is fabulous! Great service, beautiful selection & friendly employees. A friend recommended me go here for a jewelry repair. Emily helped me. She was knowledgeable, talented, efficient and amazing! Don't miss out on this gem!
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June 2023 by Stacy JP
Leslie has been truly wonderful whenever we stop by Underwood’s. Each buying experience you have her undivided attention and it is personal so that you can find your forever piece. Every visit, she has taken such good care of us. You are not only going into the store for a transaction, you are getting her expertise and care for each jewelry piece Underwood’s has to offer. We are happy with our purchases over the years going to Underwood’s thanks to Leslie.
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May 2023 by Beth S.
Won't sell me a Rolex unless I buy thousands of dollars worth of their jewelry that I don't want.
