The Jewelry Exchange in Redwood City

Reviews

• CC

  Chris Carter

  3 days ago
  1.0
  I had an extremely disappointing experience with this jewelry store regarding a diamond exchange and pricing transparency. I originally purchased a diamond and later attempted to complete an exchange consistent with the store’s written exchange policy. During this process, I identified another diamond listed on the company’s website for $3,905.24. There was no disclosure anywhere on the product page, in the exchange policy, or during the purchasing process stating that the online price would not apply if the diamond was exchanged in-store or shipped to the store location. After initiating the transaction and relying on the publicly advertised price, I was later informed that the price would instead be $5,743, which represents an increase of nearly $1,800 over the publicly advertised price. At no point prior to this was I informed that there was a separate “in-store sticker price” that would apply when completing an exchange. In fact, I have written text message documentation from a store associate acknowledging the pricing expectations and confirming the total would not exceed $4,200, as well as confirmation through the company’s online chat that ordering the diamond and shipping it to the store would not result in a different price. From a consumer protection standpoint, this situation raises serious concerns regarding pricing transparency and advertising practices. Under California Business & Professions Code §17500, businesses are prohibited from disseminating advertising statements that are misleading or likely to deceive consumers regarding the price or terms under which goods are offered. Additionally, California Business & Professions Code §17200 prohibits unfair or deceptive business practices. Advertising a diamond online at $3,905.24 and later attempting to increase the price by nearly $1,800 after a customer has relied on that representation creates a significant discrepancy between the advertised price and the price the business ultimately attempted to charge. Equally concerning is that multiple representatives within the company provided conflicting information regarding pricing and transaction terms. Written communications acknowledged one pricing structure, the website displayed another, and later the store attempted to apply a completely different “in-store sticker price” that had never been disclosed beforehand. For a purchase of this magnitude, consumers should reasonably expect consistent and transparent pricing policies. I attempted to resolve the matter directly with the store in good faith and asked that the publicly advertised price be honored, which is a common and reasonable resolution in situations involving pricing discrepancies. Instead, I was told that the online price could only apply to a “standalone purchase,” despite the fact that no such limitation was disclosed anywhere in the store’s written policies or on the product listing. Purchasing fine jewelry should be a transparent and trustworthy experience. Unfortunately, the lack of clear pricing disclosures, conflicting information from staff, and the attempt to charge a substantially higher price than what was publicly advertised made this transaction extremely frustrating. I would strongly encourage prospective customers to carefully document all pricing communications and verify final prices in writing before proceeding with any transaction.
• PL

  Philip Lum

  Feb 18, 2026
  5.0
  Very Friendly, good customer service. Doesn't push you to purchase. Will show you what you can buy within your budget. Was there before valentines.
• NL

  Nomad Life

  Feb 13, 2026
  5.0
  Lilian is such a sweet woman! My husband and I came in to replace a wedding ring and I don't know much about rings at all, so we were a bit clueless on arrival. Lilian took the time to show us rings in our price range and explained about which metals need cleaning versus which ones can last a long while before needing cleaned. I chose a beautiful topaz ring that they are able to resize for me same day! Excellent customer service and highly recommend Lilian to anyone looking for a ring!
• JM

  Jamie Mays

  Feb 13, 2026
  5.0
  Thank you jewelry exchange for helping and fixing my ring. Very helpful kind customer service!! Thank you
• KR

  Kat Ramos

  Jan 30, 2026
  5.0
  My husband decided to come back to upgrade my ring and customer service from Beth was just second to none! She helped us refurbish my engagement ring as well. We just cant say enough good things about her and the service she provided to us. We’ll be referring clients to her asap! Thank you again!

Frequently Asked Questions About The Jewelry Exchange in Redwood City