The service was awful. My husband purchased a ring and we wanted to return it just a week later and they would not refund our entire money. They made us pay to have it cleaned and refinished. Also, Sheila Liljenquist was so unprofessional and disrespectful. She talked over me the entire time and was not interested in what I had to say. She did not care about keeping us happy and was just very difficult to work with. She acted like she was better than us. They told us if we get sore credit, they will refund our entire purcahse price, but if we want a refund, they will charge us $500 to have it cleaned and refinished......?????? We wanted to get store credit, but instead decided on a refund because we never want to shop there again! read more

My wife and I want to buy nice watches for our 25th wedding anniversary and Erin Kilday spent time helping us looking at watches, and answered all of our questions and guided us through the selection process. We will be making our purchase here, because of the way she took care of us. read more

DO NOT waste your money here. You will waste thousands of dollars here to buy a faulty watch and the store won't even replace it for you. My parents bought a ROLEX watch for my fiance from here as a WEDDING GIFT and after a few weeks of wearing it, the watch literally fell off my fiance's wrist while we were eating dinner. Imagine the horror and shock and embarrassment as my parent's wedding gift just fell onto the table. The screws holding the wrist band together had somehow come completely undone and the band literally broke into half as a result. My fiance lives in London and I live in NYC, so neither of us had a chance to come back to Northern Virginia until about four months after the purchase. The customer service was horrible - the store told us that they have seen this happen a number of times to the watches sold at their store but that because it happened after the 2 week official exchange period, they can't exchange the watch for us (apparently after that 2 week period, the store will have to eat the cost for any exchange because Rolex won't provide them with a watch/reimburse them/or something like that). Here's my response - first, If they knew this happens, they should fix something on their end so to prevent it (in other words, the customer spending thousands of dollars on a rolex should not be worry about it falling off their wrist); second, i don't care if Rolex won't reimburse you, the right move from a customer service stand point would be to eat the cost and exchange the watch for me (and try to fight it out with Rolex if you need to). If they knew these faults exist in their watches, they should factor the cost of providing exchanges into their business plan or figure out a way to prevent it. The store also kept asking if we had resized it (obviously looking for someone else to blame), but no we had not resized it at all. They decided that the only thing they could do is change the wristband for me (and they made sure to point out that that usually costs 1000 bucks) - that's no consolation and not good enough. Of course I shouldn't have to spend 1000 bucks to change the wristband on a watch when we had already spend thousands to buy something that was supposedly new. What was supposed to be a nice surprise for my fiance just left a bad taste in my mouth. We will never make another purchase from here, and I advise all of you to spend your money elsewhere. read more

I have purchased 3 watches from Liljenquist & Beckstead and have had those and several others serviced there over the years. Recently I had a most unfortunate experience at L&B and feel compelled to share it. I brought a Cartier special edition Santos Chronograph (purchased there) in for regular maintenance in early December 2018. I did not have it properly returned (although paid-in full) until mid-April, 2019. To be sure, Cartier USA is partly at-fault, but at no time did L&B proactively reach out, apologize, or make any effort until I "pushed the issue" beginning in early/mid March. When the timepiece was finally returned for pick-up after ~ 5 months they seemed as surprised/relieved as I was. There was no acknowledgment of the series of events, no apology, nothing. When I attempted not once but twice to request a meeting with the owners, it was blithely ignored. Quality customer service and experience should be the hallmark of a high-end, upscale carriage Jeweler and Watchmaker. In this regard, Liljenquist & Beckstead has failed miserably. read more

I wish I could give this place 0 stars. I went to this place to have the leather strap on a diamond Rolex replaced. Having called ahead, the salesman assured me this service is possible on the spot. Upon arrival in the store, the same salesman with whom I spoke completely scratched up my watch and damaged my brand new replacement lizard strap. At first, he tried to tell me that he didn't damage the lizard strap at all and that it was in this condition to begin with. When I showed him other new straps that I had also ordered, he offered to "fix" the strap with shoe polish. I ended up having to leave the watch overnight to have it completely refinished to remove the scratches which were considerable. Very pathetic and unprofessional service (the salesman in fact admitted to being unprofessional when I picked it up). Bottom line, don't take your precious jewelry to this place for any repair whatsoever. At best, this place is a sales venue only. read more

Horrible customer service. The salesmen were rude and only wanted to push the sale. When I stated that I was shopping around, he clearly because disinterested in my watch inquiries and simply left. They have to realize that with expensive purchases like a Rolex, someone isn't going to buy a watch on the spot. I understand that you get commission, but I'm not going to pay hundreds more as if I'm an uninformed buyer purely to make you a quick buck. PRIOR to going into the store, I called and asked what models they had in stock and what the prices were, so I could determine if their prices were competitive with other local jewelers. It's somewhat understandable if they don't give prices; they want to barter with you in store since MSRP on watches is very high, and selling price can be significantly lower. However, if you're not going to give me a model so that I simply know IF YOU HAVE WHAT I WANT, it's nonsensical and rude. I'm not going to drive 20 minutes to the mall and deal with thousands of people to see if you even have the watch I want in stock. I'm an avid watch collector with several high priced items such as Rolex, Bell & Ross, IWC, and Omega. I wanted to buy my wife a Tag Link Automatic (which that had in stock in store), but I bought it at another jeweler purely because of the salesman's utter disregard of my interests. I hope they read this and reform their out of store communication policies, as I could have made them a decent profit and the salesman a decent commission. read more