Emerson & Farrar

Beautiful store and wonderfully attentive… suggest you make an appointment since any other activity, issue, or customer will be shedded immediately.
I was «sold» on having a repair done to a 24K gold necklace made by my grandfather when Paul said they make some of their own jewelry.
Unfortunately, a handmade 24K gold necklace was returned without one of the original 24K links connecting the Thai clasp (which is worn in the front — $ 6,000 value). They said it was «thinner» than the other and so they just «melted it down» but oh don’t worry «it won’t change the weight.»
Then, I left it there so that I could bring in the photo to show the original — that it wasn’t thinner — but unfortunately during that time, for some reason, they did MORE work on it, and changed the last, remaining original ring to be even bigger. Now it is ridiculous. I have to take it to another jeweler and have it restored based on the original photo.
Here are some suggestions:
*If you are going to accept repairs, designate hour for those 10AM-​12PM so that the discussion doesn’t disturb other sales appt. in the store.
* Designate one person to deal with repairs who is not in sales. If you discover a person wants a repair in the middle of what you think is a sale, say, we do repairs, let me get the repair specialist for you. That person can track exactly what happens to the jewelry and be a point of contact.
* If you make a mistake, tell the truth, immediately, and take it seriously.
* Do not hug a person when you have yet to solve the problem. This isn’t pre-​school. It’s a business. SImply repeat the issue so that you are sure to understand the problem, and then tell the customer what you are going to do to make it right.
* Don’t try to hurry an existing customer along after your mistake because there is the potential of a bigger «sale» waiting in the store. It is demeaning to the person you are speaking with, and rude. Appointment or not. If an appointment was needed to discuss a repair, say so.
* Never shame a customer for their response to your mistake. Jewelry has sentimental value. Be sensitive.
Paul did finally admit there had been a mistake, and that I was right, after the second error, but then he added a snarky «if you were nice to me, you would get more from me. Instead of yelling at me in my store and losing me business.»
I was nice. I was even nice when you melted down part of the necklace the first time… because maybe you didn’t know the full story, or were covering someone else’s mistake, somewhere up the chain.
But when your operation made the mistake worse, by changing the only remaining ring to something we had never discussed, I wasn’t nice anymore. After the second mistake, my voice was raised. Definitely. A reasonable response, since no one had been listening to me.
You simply forgot that I was a potentially high paying customer. I was treated as if I was just a «repair».
Best of Luck,
Ally

My husband and I went to E & F in search of something special for our 25^th wedding anniversary. We ended up taking the diamonds from my 10 year anniversary ring and Paul created a new design with those diamonds and an added diamond for the 25^th anniversary. It turned out beautifully! My husband also acquired a beautiful vintage pocket watch. The service was wonderful. You can bet this is our new favorite place for any type of jewelry. We are both thrilled! Thank you so much for your fine service and design.

Should you choose Emerson & Farrar as your jeweler, you will not be disappointed. Their custom designs are great, but they also are customer focused. If there is something you are concerned about, they will go out of their way to make sure you are happy. Recently, I had a concern about a particular custom piece I had purchased. Paul and Kyle came in during their free time to meet with me to examine the piece. They reassured me that I had no reason to be concerned. In addition, they also went above and beyond that day by offering me store credit in the amount I paid for the item should I still feel uncomfortable about it. If you are looking for one of a kind jewelry and outstanding service, this is a great place to go.

You’ll find your experience here to be as refined and satisfying as their exquisite jewelry. I have been a long time customer here and always feel like family. Paul Emerson and Chris Hannon were very helpful and informative in choosing my wife’s engagement ring. She absolutely loved it! We always enjoy going in to say hi and look over the different designs. Once you are a part of the Emerson & Farrar experience you won’t go anywhere else.

They have the most beautiful pieces in here. I love their vintage items. Everytime I am in the service is amazing. When they buzz me in I already feel special, and then they give me all the time I need to try on everything! They are so sweet, and never make me feel rushed. They have even helped me with pieces I did not purchase here. Incredible service!

The service at Emerson and Farrar is exceptional. Chris Hannon was knowledgeable, patient, helpful and so nice. It made for a very pleasant experience.

They are on the spendier side of jewelry stores but they do excellent work. I had a ring resized (down 1 size) and they did all the work in house and charged $ 90. I will most likely go back for my next jewelry need.

My fiancé and I went to E&F for a custom fit wedding band for my emerald cut diamond engagement ring. Paul caught our vision for special engraving on the band and was even able to have it done in 2 weeks so we could have it in time for our wedding! The day before our wedding we picked up the wedding band and this is when the real customer service became apparent!
My Matron of Honor and a best friend were with us and were lamenting how dull their rings looked in comparison to all the other pretty rings in the store. Out of the blue the staff offered to clean their rings in celebration of the upcoming nuptials. My friends were tickled to have their rings cleaned. After some time passed, their rings were brought out all clean AND E&F had straightened a bent prong AND re-​rhodiumed the rings while they were at it. All of this happened right there in the shop while we waited. What a wonderful surprise to everyone involved. It made my day to have 2 of my best friends surprised in this way. They both stated the stores they usually take their rings to would have to send them out for several weeks to get done what E&F completed in about 10 minutes.
The ownership & staff are a pleasure to work with and I would recommend this fine jewelry establishment to anyone looking for quality work done locally!

The service at Emerson & Farrar is exceptional. I recently took a watch in to have the clip on the band repaired. I expected it would be sent to the manufacturer and I would be without it for weeks. Chris Hannon made an adjustment in about 2 minutes and I was off. No charge! I hadn’t even purchased the watch there. That certainly builds customer loyality. I’ve also had pearls restrung and they did a great job. Best part the store is filled with beautiful things and it’s so much fun to look!!!

Thank you Chris Hannon at Emerson & Farrar for Helping us out of a real bind. A few weeks ago my wife misplaced her wedding band. We retraced all our steps of the day it was lost. We searched high and low. After a couple of weeks it seemed apparent the ring was not going to be found. We concluded it had been misplaced at a public business location and the chances of it being returned were zero. Chris was able to Special Order a hand made matching replacement band. Pretty good deal for a set of bands purchased 18 years ago. Wouldn’t you know. The next day we found the ring. In a most helpful, professional and pleasant manner Chris canceled the order, gave us a full refund, cleaned and polished our old bands making them look like new. In my mind this defines customer service. I couldn’t be more positive of the way we were treated. I would without hesitation recommend Emerson & Farrar to anyone looking for the services of an honest and professional jeweler.
–cj

All of the staff have been incredibly friendly. After speaking with me for just a few minutes they knew exactly what to show me and saved me a bunch of time. Great experience from beginning to end.

Loved dealing with Emerson & Farrar. Staff knows what they are talking about. I wanted a custom wedding band made. They listened to my ideas and gave helpful suggestions without compromising my design. The final product came out even better than what I expected and my wife LOVES it! Thanks for the great customer service and the great turn around time!

Paul Emerson is an excellent proprietor. Local business, excellent service in the Inland Empire area. I went shopping for an engagement ring with no direction, and Paul was able to take me through everything step-​by-​step without ever pushing me to make a decision to purchase. He was very patient with me as I made multiple appointments and trips to discuss custom rings — which I ended up custom-​making an engagement and wedding band set which turned out beautifully. He did everything he could to stay within my budget while at the same time giving me the best quality possible and providing me the best deals he could offer. He really is as good as it gets. Trustworthy. Go to him if you’re thinking of purchasing an engagement ring. This is customer service at its finest.

They gave me top dollar for my gold! Thanks Paul!

Great place to buy my girlfriend what she likes. Always welcoming and helpful from entering to leaving.
Friendly and Great!

When the time came to propose to my girlfriend and I needed a diamond engagement ring custom designed, I chose Paul Emerson at Emerson & Farrar as my jeweler as I had seen his previous work and was very impressed. I had seen one too many chain store jewelry pieces, and wanted something personal and dazzling. Needless to say, he did not disappoint. The work was quick and wonderful, and the price very reasonable.
Even though I live in Texas, communicating with Paul was very easy. We talked over the phone about what I wanted and what my fiancé might like, then he sent me several custom designs. After picking one, we tweaked it a little further until it was absolutely perfect. He helped me pick out a beautiful diamond that met all of my 4C criteria (and I had a relative in town verify its beauty), then proceeded to craft a gorgeous ring. Paul kept me in the loop on the ring’s progress the entire time. He shipped it in good time in a well-​packaged box.
The end result was a very happy fiancé and a completely satisfied (and grateful!) customer. I highly recommend Paul Emerson for any custom design work you might need.