Haltom's Fine Jewelers 1469 Texas 114, Grapevine, TX 76051

"I went to Haltom of Grapevine to have some watch links removed. I did not realize this was to be a nearly hour-long process. Not once did I feel welcomed. I merely felt tolerated and bombarded with cold stares and pompous attitudes. I lost confidence in their competence after it took two employees 45 minutes to remove my watch links. While waiting, another customer walked in and I observed that gentlemen being treated the same way. Well, maybe worse, as when he left (without purchasing anything) I could hear the gossip and rude comments being made about him by the employees. It appears that their business practice involves taking license plate numbers of said customers, as that is exactly what happened when this gentlemen left for his car outside. At this point, both my confidence in their abilities, and my privacy are in jeopardy. After 45 minutes, I was handed my watch with the link pins sticking out of the band, and a bag full of loose spare links and pins. I asked what I felt was a reasonable question, “do you mind linking my spare links and pins together please, and can y’all fix the pins sticking out of my watch band.” The look that they gave me for asking that question was one of offense, annoyance, and mild shock. At this point, all I wanted to do was pay my $21.65 and escape the room full of cold stares. Well… apparently not only are they incompetent at sizing watches, but also at counting money. I presented a 100 dollar bill, and watched this employee struggle to count my change. Turns out, I was given $98.35 in change… from a $100 dollar bill… for a $21.65 bill. I implore any customer to make sure they receive the correct change. If they can give $20.00 extra in change, they can sure give $20.00 less. I wonder if they took down my license plate number as well."

"Took my Rolex in for repair thinking I just needed a battery and after 4 weeks they called to tell me that Rolex recommended up to $8000 in repair and it wasn't the battery. I told them to send it back and did not approve any work to be done. After another 4 weeks they called to tell me they had it back. I go to pick it up today and ask for a copy of the recommendations from Rolex and the woman actually said they have their copy but I can't have one because I didn't authorize any work to be done. I told her that's like taking a car in for an estimate and they won't give it to you. Jaylen (sp) said she would have to call Rolex and get my copy. I've had my watch for 20 years and have always been happy with Rolex service. When a business refuses to give you a copy of an estimate from the manufacturer, it sounds like unsavory business practices. I can guarantee I will NEVER set foot in Haltoms again which is unfortunate because I grew up with the some of the Haltom family. They have definitely lost the family concept and have no regard for customer service. UPDATE: They called me 2 hours after I picked up my watch to let me know that they charged my credit card instead of issuing the credit they were supposed to."

"Purchased a Rolex GMT Master II 'Rootbeer' here with the assistance of Alicia. Emailed Haltom's looking for the ever hard to find GMT watches. Alicia was prompt in returning my email and the following emails after that. The in-store visit was even more delightful. Everyone at this location is top notch when it comes to customer service. All of the saleswomen were considerate in greeting me and offering refreshments. Alicia's very personable and attentive. Out of the three local authorized Rolex dealers I contacted, she stands head and shoulders above the rest. I have two more GMTs on the list for purchase to add to my collection. Trust me, Alicia's earned my business for going above and beyond for this customer. Hopefully, I will be back soon."

"Drove over 45 minutes to come and buy a watch for my boyfriends birthday because there are only a few of a kind but in the DFW metroplex. Planned it just right as I already knew what I was purchasing. According to the lady I spoke to on the phone they wouldn’t be closing until 530, I got there at 5 and they were closed. I called to see if I had misunderstood and the lady actually answered and told me she decided to “wrap up early for the holiday”. Awful service and I won’t go back to buy that five thousand dollar watch so I hope that’s is a little alarming to the management!!!"

"I have been a customer of Haltoms for 20+ years. The customer service has been subpar recently. Had to take a Rolex in for repair. They didn't seem to want to help so I took it elsewhere. Took my wife's wedding ring in for repair. #1: they couldn't locate our ticket when I called in for status update. They called back hours later after they tracked it down to give the update. #2: Repair was not great so I took it back and they tried to blame the defective repair on my wife. After arguing that after only a week she couldn't have damaged the setting again they agreed to make the adjustment. I hope they upgrade their customer service very soon."