25 years ago I shopped for and bought the most beautiful diamond engagement ring I could afford at S&R. I loved the service, value and quality, and the sense that they cared about their customer. On our tenth anniversary I travelled from North Carolina where we lived at the time to have a remount with two pear shaped diamonds added beside the original stone. All was well and I knew I would never shop diamonds or quality jewelry anywhere else. Well, 5 weeks ago my wife lost one of the side stones: no problem: I took it down(we're back in Philly) and talked to a salesperson who proved to be unreliable, slow to followup, and poor at following instructions. Eventually the ring was ready for pickup, though we were not consulted on approving the replacement stone or mount style as we had requested. Only 3 weeks later the stone fell out and was lost. They confirmed on inspection that my wife had not damaged the mount or prongs. Not only would the Sales rep or his manager Hy Goldberg accept any responsibility for the poor mounting job or loss, they charged dearly (again) for the replacement and remount, uncaring about my opinion that the replaced stone that had lasted 14 years before falling out shouldn't have come out after 3 weeks.
Needless to say, I will never step foot in the place again: There's no more "Customer service" or attempt to make even a 25 year loyal customer satisfied. I don't know if the founders, Mr Safian and Mr Rudolph, are still alive or if they sold out to some team of sharks, but in my mind the place has lost it's former grandeur entirely, and my disappointment is profound. It's not even the money involved: it's the principle that they won't "own" their own work to the point of standing behind it when there is a problem.
Also needless to say, my college-age kids won't, as they would have been, told that the only place for engagement rings is Safian and Rudolph on Philly's Jeweler's Row. Neither will my wife's 25 year anniversary gift come, as originally planned, from their store. My word of advice is to shop well for your diamond, and don't be fooled by the friendly facade : Safian and Rudolph no longer cares about customer service!