Summerlin Jewelers, 2221 North Rampart Boulevard, Las Vegas, NV 89128 - *******240
I went to Summerlin Jewelers on Monday, 9/19/16 to get an estimate on replacing a crown and stem for a 1960s Rolex watch. I was told by Steve Goodroad, the manager, that the watchmaker would get it on Wednesday, 9/21/16 and they would call me with the estimate. On Wednesday, they never called. I called them that afternoon. They told me that the watchmaker wasnt in yet and theyd call me tomorrow (Thursday, 9/22/16) with an estimate and I didnt have to call them. On Thursday, they never called. I went to their place of business, later on Thursday, and talked to Mr. Goodroad. He told me he had called and left a message. I immediately checked my phone and no such message was ever left (& he did have the correct phone number for me on the receipt he had given me). He had no idea when the watchmaker was gonna get around to an estimate for me. I then told him just to give me my watch back and forget it. He became highly indignant and insulting. I told him the reason I wanted it back was because he had not lived up to anything he had promised me, in that, they never called me on Wednesday, as promised; never called me on Thursday, as promised; he told me he left a message and never did; he has no idea when the watchmaker will even get to giving me an estimate. Mr. Goodroad then asked me when I brought the watch in. I handed him my receipt and he looked at it and said that it had been on Monday (3 days prior) and that I shouldnt expect any results in only 3 days and that, no matter where I took it in Las Vegas no one was gonna get back to me any sooner.
Obviously, Mr. Goodroad doesnt know the meaning of customer service. The point is he NEVER lived up to any of his promises. He never called on Wednesday, or on Thursday, he lied to me about having called me and lastly, he had no idea when I would even get an estimate. That is why I wanted my watch back. If he couldnt live up to anything he had told me, how in the world was I to believe he would even get the watch repaired in a respectable amount of time, much less do a good job; I had not confidence in his business. Not only that, but then, he makes excuses for his poor customer service by intimating that all the other jewelers are just as bad as him, by comparing himself to them and saying that no matter where I went in Las Vegas that no one could do any better than he was doing. God, I hope not; I hope theyre not all as bad as him. He went on to say that the watch was broken, so whats the rush to get it. I told him that, obviously, the watch was expensive and I wanted the watch back so that I could, in fact, take it to someone who could get the job done, in a reasonable amount of time, and not just have it lie around broken, somewhere that I had no idea when I was even gonna get it back. He threw the receipt back at me (never handed it back to me), never apologized, and told me (in a most rude manner) well get it back to u. Then, he turned around and walked back into his office, never having settled the matter. I didnt feel that well get the watch back to you was an adequate respond as to when I might get my watch back & asked an assistant as to exactly when I could expect to get my watch back. The assistant went into his office and asked him. He went back and forth with the assistant to me, me to the assistant, the assistant to him, and the assistant to me. Finally, I called into his office and said: Will you please come out here and finish solving this problem. He came out with the most disgusting of looks and told me he had no idea when I would get it back but, would call the watchmaker and that the watchmaker only came in every Wednesday. I said to him: Does that mean I have to wait till next week (another 8 days, till I get my watch back? He told me hed see what he could do and call me. (Yeah, like he called me all the other times that he promised to call me). Then, just before I left, he turned and s$#*!ed, to another customer that was waiting there, and laughed as if to say: Do u believe this guy? Whats he complaining about (because that customer had overheard our argument). What does he expect? So, when I left I still had no definitive answer as to when I was gonna get my watch back.
Mr. Goodroad did call me back (obviously, he did have my correct number, all the time), and I did get my watch back several days later. The problem for me with this establishment is: All I wanted was to be treated with some respect and for Mr. Goodroad to honor what he promised; that was all. Dont tell me youll call and dont (on 2 separate dates). He could have at least called and informed me of the hold up. Then, dont make me come down to his business, only to lie to me and tell me you called when you didnt. Then, when I want my own watch back, dont fight with me, make faces and act rude and make disparaging remarks and then, walk off and hide in your office. Act like a man about things, not some spoiled, insensitive, out-of-control, teenage girl who goes off into a corner & might cry, at any moment, because she doesnt get her way. On Mr. Goodroads business card it reads: SUMMERLIN JEWELER, Where Locals Love To Shop! Yeah, maybe locals, who want to be hassled, love to shop.