Horrible customer service and products!
We bought a $6000 18k white gold solitaire engagement ring there and had some of our other jewelry serviced there. Within just 3 weeks the so-called white gold of the solitaire faded completely into a grayish yellowing color. The service dept. told me it's my "body chemistry" which affects the plating, but three weeks is a very short time for plating to last. We had the ring replated, heavy this time. The process takes 4 to 5 weeks. The ring was supposed to be re-sized as well as plated. Finally it arrives, replated but not resized. So, now it will be another 5 weeks before the ring is resized. Finally, we get the diamond back . Unbelievably, it started to turn yellow with the week again. The store refused to take ANY responsibility for the problem. They blamed my body chemistry, they even blamed my other ring that the "white" gold was touching up against. The other jewelry we had them service came back resized but covered with strange blotches and spots on the inside, around where the resizing was done. When we said we were not okay with that because it looked like really poor quality work, the service staff tried to say that it was normal. They sent it in again, and this time the ring came back without the blotches but a small inscription inside the band was taken off entirely! It would take another 5 weeks or longer to repair, and it will be in a different font, they told me. I had it done that same day elsewhere, out of my own pocket. Then I start wearing the wedding bands after all that and now the ring is making a black line on my ring finger!!! So, I can't wear a wedding band from 10 years of being married now because it's been serviced by Birks? We tried to talk to them about it. The service staff's response was that since we are "the only ones" with the issue and they can't do anything about it. I've not been treated that badly by service staff anywhere else.