I had originally written a very different review of this business. I had not had a good experience up until today. My fiance had my engagement ring made at Midcontinental Gems. When we got the ring, there were some issues in the construction. Diamonds kept falling out! I took the ring in many times and still had not been able to have my ring well and truly fixed. After several visits and many phone calls I was finally able to connect with the woman who gets things done. I can not say enough nice things about Heather Zastrow. Heather patiently listened while I explained the entire story of what was going on with my ring, all that I had been told, all of the interactions and all of the communications that had occurred. Heather then started taking action and she has not stopped. She took my story into account and followed up with Marie who was still in the office. She got all the facts. She then rang me again to explain that the store would take my ring, have it completely remade by a true goldsmith and even went so far as to loan me a ring while the new one was getting remade. Up and to this point, I was extremely upset with the level of service I received at the hands of Midcontinental Gems. Today, I was shown the level of service that I was told I should expect from the first day I arrived. Heather truly cares about her business and she is making this situation right.She meets after hours and keeps in touch after hours. I feel like I will know every step of the process moving forward. I can tell she really cares about the reputation of the business. She had fired the jeweler who made my ring a while back. She stands by the jewelers she uses now. I am looking forward to working with them as well. I look forward to receiving my back, fixed and beautiful in a couple of weeks.
I really liked our sales lady and also, Jay who assisted us when she was not available. However, when I picked up the ring, the woman who assisted me was terrible to deal with. I had to ask her for a box. She said she thought they gave me one when I purchased it (it had to have the center diamond enlarged and it took two weeks). I said no, they had given me nothing. Then I asked for documents regaridng their trade-in policy, replacements and things...it was worse than pulling teeth. Then I asked for documentation for values and she printed out some reports I faxed to my insurance agent. The insurance company indicated they needed an appraisal so I called and Natalie said I would have to speak to the assistant manager, Kelly, and after being put on hold she came back and sputtered information that made little sense about bringing the piece back in, they could give me a quote, etc. I asked to speak to Kelly and asked again. He said he would fax them it right over. I did get an amazingly fast fax, but it was the same "Statement of Value" that was previously provided which the insurance company already had. The insurance company wants an "appraisal". Calling back, Natalie seemed a little more attentive when I expressed my frustrations...but what a hassle after spending thousands!
I had recently upgraded my diamond in my engagement ring and the ring was a mess. I was very, very upset. I had tried to get the original store to fix it, but they wouldn't without great expense. I really didn't know where to turn, but I needed help making it look pretty for a reasonable cost. At Paul's they were so, so helpful. They approached the problem as artists with creativity and vision. They were willing to use my old ring wrap to fix the ring which saved me money. They understood how I wanted it to look and it came out exactly as I had envisioned it. It was very economical, and best of all GORGEOUS. The ring looks like a custom ring. They took a bad situation and turned it into happiness. I am so happy with this ring! I am truly grateful to them for their help. They are very talented artists who listened to me. They were an answer to prayer. Thank you!