Na Hoku

EDITING from 1 star to 3 after Na Hoku reached out to offer a better solution than the one described below, and apologized that earlier communications weren't clearer or timely. My partner and I bought a beautiful aquamarine engagement ring at Na Hoku when we were on vacation in Honolulu. Less than a month later, one of the prongs holding the center stone broke I was devastated my perfect ring didnt hold up even one month. As quickly as I could, I went to my local jeweler who I trust to get an estimate on the repair a range of $150-300 estimate. Whats worse, he told me that I never should have been sold aquamarine as an engagement ring because the stone will eventually show smudges and get dull with daily wear over time. I initially got in touch with Na Hokus customer service by email on 3/26, and their first reply was prompt, within a few hours. After I immediately replied with the information they requested, it was a full day before I heard from them again, and their follow-up email was completely opaque, asking me only to return the ring for evaluation and for some extra information. I responded that sending the ring back with no idea what the timelines might be or what would happen if it cant be repaired was very uncomfortable for me. Two days after I sent that response, and one follow-up, I still had not received any reply. I work full time, Im in a graduate school program during nights and weekends, and Im in the middle of a cross-country move, so until 3/29 I did not have the time to sit on the phone and was relying on returning emails as quickly as I could while multi-tasking through the rest of my life. When I finally had time on 3/29 to call Na Hoku, I was told the ring would have to be sent to the original manufacturer for evaluation, so the timeline would be 8-10 weeks. I responded that that was not an acceptable resolution to me. This is my engagement ring. If I have to wait 10 weeks for it to be returned, Ill be without my engagement ring for almost 1/4 of my actual engagement. My local jeweler can fix it in 7-10 business days but was informed if another jeweler fixes it, the warranty is void. The customer service representative was unable to offer me any other resolution or transfer me to anyone else who could help me. At this point, Im extremely frustrated and emotionally conflicted. On the one hand, this is an extremely meaningful piece of jewelry to me. In the very short amount of time I was able to wear it, I got very attached to it. On the other hand, Im bitter in learning that it was never going to last my lifetime as a daily-wear ring anyway and angry that Na Hokus salespeople sold it to me knowing that was my intention. Ultimately, I want to be wearing *my* engagement ring for my engagement as soon as I can be. Maybe this is not the right ring. I will accept written confirmation TODAY (that is, before close of business Central Standard Time) that if I return the ring, I will receive a full refund. Otherwise, I will pursue some resolution of my own with my local jeweler AND pursue reimbursement from Na Hoku for any costs incurred.
Apr 2nd, 2024

A small but diverse location, conveniently located in the heart of Waikiki shopping. Professional, encouraging staff that weren't pushy but could help with suggestions. Beautiful island-styled jewelry. And a squishy, luxuriant carpet.
Feb 21st, 2024

"do you have anything that is vegan?" (woman scoffs, smirks then takes a condescending, annoyed tone) "uhhh...no. We're in a fine jewelry store." "uh...okay." (we walk out) very rude service. will never buy anything from this store or this brand in the future. cartier is the way to go.
Jan 11th, 2024

poor knowledge and poor service. havent updated technology or terminology in the last 20 years and dont even know what a lab diamond is. felt disrespected and disappointed as a customer
Dec 10th, 2023

This company has a discriminatory hiring process, if you are not white or of Asian decent they will not hire you!!!! Specifically if you are African American, or Hispanic do not apply. They do not consider minority, I have 5 years of sales experience/management but they only want certain types of people working for them & if you dont look a certain way you will not be hired. They will not give an inclusive work environment. They are very interested in just money from tourists & I was told during the interview if a worker doesnt meet their quota they will be fired immediately.They dont care for their guests or staff they just want the money from customers. Ive had the chance to work with some amazing locally owned companies Na hoku is nothing like them. This is just another greedy company unfortunately.
Jan 25th, 2024