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  • This experience happened a few years ago and I emailed Orr's to let them know and never heard back from them. Since I am still left with a damaged engagement ring (that I noticed EVERY DAY) because of their incompetence and disregard for their customers I feel it's time to let everyone know just how awful these people are. My first hint that their customer service was subpar: I brought in a Rolex, given to me by my grandmother, that needed to have the crystal replaced. I handed it to the woman behind the counter and she called someone over immediately as she was being very obvious that she thought it was a fake. The associate she called over assured her it was real. She did not apologize and continued to treat me poorly. When it was finally fixed they called and left a message for me and when I came to get it they couldn't find it. I was gracious considering they had lost an heirloom Rolex and agreed to give them time to locate it. I called them later and they said they had located it and didn't someone call me. No. No one called me. However, the real issue I have with Orr's and the reason I tell everyone I know to avoid them like the plague is that I brought my engagement ring in to be cleaned and rhodium dipped to look extra beautiful for my one year anniversary. When I brought my ring in it had a knife edge. When they returned it it did not. When I brought this up they said their jeweler would never do something like that. When I insisted this was an issue they accepted the ring and I needed to leave it there. I thought it would be simple to put the knife edge back on. When I called to check a week later, since Orr's doesn't call you to let you know anything about your jewelry, the woman who answered said there was a note on my file that my center stone was off center. Hilarious considering the fact that when I had noticed my center stone was loose a few months earlier Orr's was where I took it to be tightened! When I picked up my ring I discovered they had added the knife edge back on by FILING DOWN the sides of my ring. Leaving it sharp and noticeably misshaped. The note on the receipt even said "customer thinks we took knife edge off" completely disregarding their own responsibility for ruining my ring. It's still sharp and after consulting a number of other jewelers there is nothing that can be done because they filed it too thin. They ruined the ring my husband proposed to me with. Every day I notice how sharp the side is and I feel sick over how they treated me. I will never return to Orr's and I urge everyone else to stay away as well.
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