They go above and beyond to make sure that everything is exactly the way I want it. You have to call ahead for an appointment, but they do the repairs there and don't send them out, thus cutting out the middleman. The person I give the instructions to is the person who does the repair. I have used them for years after some jeweler mutilated my platinum wedding band and I went looking for a jeweler who didn't contract the stuff out. I just feel better knowing that they can't hide behind somebody's else's work. So, I am completely happy with them