James Avery Artisan Jewelry — Attraction in San Antonio

*JAMES AVERY AT INGRAM MALL IN SAN ANTONIO

I placed an online order and accidentally used my work email.. I made a print screen and attempted to pick up my order.. the young guy wearing Dr Martin sandals.. told me no he could not release my order.. I explained my situation and how I was unable to provide my work email.. he continued to say no .. so I asked for a manager.. my guess maybe it was her that came to talk with me .. she verified my ID and walked to grab my order but then a girl with blond hair when and told her something and she came back to tell the policy is I need my email for verification.. I began to raise my voice.. I had my drivers lic, my phone number, order number and screenshot of the email.. she said “oh we can’t take the screenshot of the email.. she told me I can call customer service and have my order canceled and reorder under my correct email.. I’m sure there’s other ways to verify for pickup but I felt they were just persistent on not giving me my order because as if one person said no well all amongst themselves where saying “no we’re not giving it let her be mad” she gave me Customer service phone number and on the same paper I had her give me the managers higher up ..it was the rudest experience at James Avery in Ingram mall.. I get it there’s policy’s but there’s also exceptions that can be made.. I steps out the store and stood right outside called customer service.. she walked me through my online order to where it shows order ready for pick up.. as I walked back in the store.. she called them and I can hear the so called manager say “oh we have a policy we need the email” I’m glad to say that I got my way .. I picked up my order. Then the other worker that assisted with my pick up orders again say “next time we need the email” as if were all mad because they were made to hand over the order .. James Avery at Ingram should be more flexible and use other verification methods because even at that .. NOT EVERYONE HAS A PHONE TO EVEN SHOW THE EMAIL ..the feeling I had is they just had the pleasure of saying no because every worker in that store was saying no.. I really hope someone read this complaint.. what I should have done is pulled out my phone and videoed her refusing to give me my order that I paid for.. I had every other verification.. I had the last laugh because they’re attempt to be jerks back fired on them.. this is the managers phone .. not sure if I was talking to Becky C. It’s a shame Customer service I had to get on the phone with them just to...

Overall, this was our 3rd time at this location and we couldn't be anymore happier by the customer service we were provided and received. The young lady, Kim, super nice, super cordial, and very attentive to our needs. We came to the store to get some pendants cleaned and serviced and we were not disappointed or made to feel like we mismanaged our jewelry when we presented the pendants to them. As you can tell by the 1st photo, we were apprehensive about getting them cleaned. That 1st cross, was mine, my son's pendants were almost in the same condition. We were assured that the condition could be corrected with a deep cleaning and that there was NO CHARGE for the service. WHAT???? Yeah, absolutely free!! While there, my daughter and I saw a pendant for her bracelet, and she really took to it. And EVEN though we had just picked it up from having a different pendant put on it, we purchased the new one and "left" it again to get it put on. They told us it would be ready today, the 10th of January by mid-afternoon. We are excited and will post pics of the James Avery chain I bought for my son to place his pendants on. Thanks James Avery!! And thank you Kim for the most excellent customer service, ensuring years and years of return...

Went in to get my jewelry cleaned and there was 2 associates named Becky. 1 of the associates asked if I needed help but when she realized I wasn’t buying anything she and only getting my stuff cleaned she decided she didn’t want to assist me after all and told me to stand in line and the next associate would help me. I stood in line and waited while she took out her phone to watch a video. Then the other Becky called me and assisted me and helped me and she was nice so I can’t say anything bad about her she was good. I went in the next day to pick up my jewelry and yet again both Becky’s were there again and the same thing happened. The same Becky didn’t want to help me and the other Becky did. Then there was an issue with my jewelry not being cleaned properly and the young lady that was trying to clean it seemed annoyed that I asked for it to be cleaned again in certain areas but in my defense it is brand new and the jewelry is not cheap and I am the customer and was not asking for something unreasonable and she was annoyed but Becky tried to get it cleaned and made me satisfied. I was in my head with the last few days of how my service was so I will be going to a...