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| - Summerlin Jewelers-I went to Summerlin Jewelers on Monday, 9/19/16, to get an estimate on replacing a crown & stem for a 1960's 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 wasn't in yet & they'd call me tomorrow (Thursday) with an estimate & I didn't have to call them. On Thursday, they never called. I went to their place of business, later on Thursday, & talked to Mr. Goodroad. He told me he had called & left a message. I immediately checked my phone & no such message was ever left (& he did have the correct phone number on the receipt). He had no idea when the watchmaker was gonna get around to an estimate. I then told him just to give me my watch back. He became highly indignant & insulting. I told him the reason I wanted it back was because he had not lived up to anything he had promised, in that, they never called me on Wednesday, as promised; never called me on Thursday, as promised; he told me he left a message & 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 & he looked at it & said that it had been on Monday (3 days prior) & that I shouldn't expect any results in only 3 days & no matter where I took it in Las Vegas no one was gonna get back to me any sooner .
Obviously, Mr. Goodroad doesn't 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 & lastly, he had no idea when I would even get an estimate. That is why I wanted my watch back. If he couldn't live up to anything he 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 & 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 they're not all as bad as him. He went on to say that the watch was broken, so what's the rush to get it. I told him that the watch was expensive & I wanted it back so I could take it to someone who could get the job done, in a reasonable amount of time, & 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, & told me (in a most rude manner), we'll get it back to u. Then, he turned around & walked back into his office, never having settled the matter. I didn't feel that "we'll 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 & asked him. He went back & forth with the assistant to me, me to the assistant, the assistant to him, & the assistant to me. Finally, I called into his office & said: Will you please come out here & finish solving this problem. He came out with the most disgusting of looks & told me he had no idea when I would get it back but, would call the watchmaker & 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 he'd see what he could do & call me. (Yeah, like he called me all the other times that he promised to call me). Then, just before I left, he turned & sniggered, to another customer, that was waiting there, & laughed as if to say: Do u believe this guy? What's he complaining about (because that customer had overheard our argument). 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), & 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 & for Mr. Goodroad to honor what he promised; that was all. Don't tell me you'll call & don't (on 2 separate dates). He could have at least called & informed me of the hold up. Then, don't make me come down to his business, only to lie to me & tell me you called when you didn't. Then, when I want my own watch back, don't fight with me, make faces, act rude, make disparaging remarks & then, walk off & hide in your office. Don't act like some spoiled, out-of-control, teenage girl who goes off into a corner & might cry, at any moment, because she doesn't get her way.
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