Twin Jewelers of Pleasantville

"I had a very very bad experience here with my wife. We came in with her engagement ring because day-to-day wear was causing problems. It was offered to be recast in white gold, as the original was silver, and the durability was not what it needed to be for everyday wear. This was all fine. The problems began when I asked about the process. The person I was talking to was not the head jeweler guy, and I wish I had a recording of the conversation. I recommend if you go here and have specific word done you either record the conversation or make sure every last important detail is in writing. I was first assured that with a casting, the ring would look just as good as the original. I was skeptical of this, as the ring was one with lots of knots in the design, and holes in the ring. Something I would expect a casting to do a bad job with because you can't really get the casting material in all the crevices because removing the ring would necessarily break those internal connections. I asked if they thought they could truly get all that detail with just a casting. I was told yes. I'm not a professional jeweler, my experience with casting is with pewter pendants cast in sand at the Renaissance Faire, so I took their word. Maybe they had something more sophisticated. We also talked about transferring the stones from the original to the new one. I was told I would get the original ring back. I asked _SPECIFICALLY_ if they were confident they could remove the stones non-destructively, as we did want the original back even with stones removed. I was told yes. Fast forward to the recast ring. The detail wasn't any good and when I asked for the original back I was told it had to be destroyed to remove the stones, and that it was unreasonable for me to think it wouldn't be. I had explicitly asked about this and had I been told it would be destroyed I honestly might have backed out. Even if they tried and found they couldn't, I would at least expect a call to make sure I was okay with the destruction first. I was treated as though they made all this clear ahead of time and as though I didn't ask questions about this. I was told specifically I would get the original back. Over the course of about a year we were looking at backing out and the jeweler offered other attempts at making the ring better. I applaud the efforts to fix it. The appearance did improve from attempt to attempt, but ultimately, as it was a design my wife found personally meaningful, it never looked right. I do think he did his best with the situation that got bad, and it looks like it was a communication problem coupled with an accidental over-promise. A few more attempts later, and some more money spent, we ultimately backed out of the whole thing and just asked to take the stones back because that was the only part of the original that wasn't destroyed. In the end we got back the subpar ring as it was, and they did ultimately refund some of the cash, which I do appreciate. They certainly did work and that's worth something, but we are left with the original ring I proposed to my wife with being destroyed, and a different ring she is never going to wear. Overall I do think this all happened from honest mistakes, but it really sucks it caused permanent problems. I would have given 1 star, but the head jeweler did a reasonable partial refund, so my experience at least warrants 2 stars. So just be warned. If you go here to get work done, make sure if there is anything particularly important to you, it gets written on the work order or otherwise recorded. Do not just take it on someone's word. I think that might have avoided this whole mess."

"There aren’t enough words to share what a wonderful experience it is to work with everyone at Twin Jewelers. Their care, knowledge and expertise is evident. Gregg Fox exceeded my expectations with designing things for me. I highly recommend them for gifts and to spoil yourself too!"

"Stopped in on a recommendation to get a cross for my niece's christening. They were so incredibly helpful and everyone was so nice! Walked out with a beautiful necklace for my soon to be goddaughter! Going back to have then reset my engagement ring. Highly recommend!"

"I popped in to have a watch battery replaced on a Saturday afternoon. The staff is extremely friendly and welcoming, which made for an extra pleasant experience. Price and service are great, too!"

"Greg 1 of the owner simply amazing. My wife is very complicated never happy but since of 15 yrs and my self for over 20 yrs. He's very idealistic always has the answer great taste. We purchased a special necklace from there brochures when we received she didn't like he took matters into his own hands customized the greg way unbelievable beautiful perfect. He's so dedicated to his customer that we where going on vacation and gave us a loaner to keep my wife even thow it wasn't his fault. Thanks Anthony B Customer for life ! 5/3/18"