Katy D.
Yelp
My experience with Porter Lyons has been the worst I've ever had with a 'fine' jeweler. My fiancé recently purchased a ring from them, and it arrived with significant quality control issues. It was clear the ring was not properly built; the stone was visibly loose, wobbly, and audibly rattled with any movement. A different jeweler we took it to for repair explained the prongs were incorrectly installed/made and lacked the indentions needed to secure the stone. This shoddy craftsmanship was concerning, but what followed made the experience truly unacceptable.
The ring arrived without any appraisal paperwork, raising immediate concerns about the materials and stones used (though thankfully, everything ordered stone/metal wise was received, apart from the poor craftsmanship). When I contacted the store to express my concerns about both the ring's quality and the missing appraisal, my issues were repeatedly ignored and dismissed.
I was falsely informed they didn't offer or even provide appraisals for items purchased from them. Furthermore, I was told I couldn't discuss my issue further without an order number and that even speaking to someone in-store about repairs would incur a fee. The associate I spoke to over the phone, who had a thick accent, even refused to give me her name.
My fiancé's call with a sales associate on a different occasion reinforced that appraisals weren't provided or sent with pieces, and that they wouldn't fix the ring without a consultation fee. Conveniently, on a more recent call with upper management, my fiancé learned we could have brought the ring in under warranty for a free repair - this revelation came the weekend after we'd already paid 20% of the rings price to have it fixed elsewhere. He was told that there was nothing else they'd do for us except allegedly send us appraisal paperwork.
It felt as though our legitimate concerns were consistently brushed aside without serious consideration, regardless of whom we spoke with. The sheer lack of accountability and dismissive attitude throughout this entire process was truly astonishing.
Between receiving a ring whose quality did not reflect its price point, and being told to effectively absorb the cost by everyone I spoke to, my dissatisfaction is unmeasurable. I would strongly advise customers to reconsider purchasing from Porter Lyons. The combination of shoddy craftsmanship and utterly unhelpful customer service has left me appalled. I will never recommend them or purchase from them again.
