James Avery Artisan Jewelry — Attraction in San Antonio

We visited on Dec 30th to get charms attached that were gifted for Christmas. We are new to TX and have never heard of James Avery. My daughter got her first bracelet from a Dilliard's in FL. We went to Dilliards at La Canterra to get the charms attached and were just brushed off. We were told we would have to wait 2 weeks and when I said I'm sorry I'm confused I thought you just attached them (because that's how she purchased it) we were told they were overwhelmed by Christmas and can not do it in store. We decided to go to the Rim Location. They were also super busy. However, the customer service is on point! My daughter is 13. She was so anxious just trying to figure out her order. We learned that it's free to add charms but if you change the order later it would cost $5 per charm. The associate was so patient, never made any passive aggressive comments and just reassured her as she saw the line growing. We were given a receipt and told the bracelet would be ready by 5 but we could always call to see if it was ready earlier. The associate also told us to save the bags because they are only given with online purchases and they are so handy! We called and it was ready earlier so we went back to pick it up. My daughter tried to put the bracelet on but couldn't get it to clasp. We realized the placement of a charm was blocking the clasp. We were promptly assisted to get the bracelet fixed.

I was happy about this visit because it empowered my daughter to make sure she was happy with her items and the experience was so much better than the...

First impressions are important. I walked into this location to a completely empty store. I heard someone give a greeting then noticed a woman on the right side of the store with her back towards me. Unsure if she was an employee I waited at the counter. After a few minutes she then approached the counter. I requested to add a charm. Rep stated it will be ready tomorrow. Puzzled because the Quarry location provides same day service. I asked if this location does not offer same day service. ( and yes I am aware that there could be a lot of orders waiting to be fulfilled) Rep stated could not add until tomorrow. I asked rep if she could call the Quarry location to see if they had availability for today for same day service. She then stated she would check in the back if they could have the charm added today. While waiting a second employee came out to the counter area so I inquired on the previous employee’s name. She then informed her name was Maria. Maria then returned stated they could add it but they would not be able to clean it for me. I asked if they could please clean the bracelet as it looked a little dull. She asked and returned to say it could only be cleaned for half the timeframe not a full cleaning. I agreed but all in all in my opinion this location could have...

HORRIBLE customer experience at the James Avery shop located at the Rim in SA, today! My first time entering a James Avery shop and making a purchase occurred at the Fredericksburg location. I received FIRST CLASS/A++ customer service at the Fredericksburg location, and thought I’d try out the location at the Rim due to my amazing experience in Fredericksburg. Boy, was it such a tragic difference and terrible disappointment at the Rim.

The employee who worked “the floor” this afternoon had an unfriendly and unprofessional disposition. The line for purchases and service was backing up with customers, while no one was in the show room looking at jewelry. I asked the assigned “floor employee” if there were additional employees that could assist customers by jumping on a register, and her response was “I’m on the floor today, you have to wait” She or the manager of this location does not know how to balance or prioritize the customer experience with a rude response such as the one described.....hopefully some retraining will take place at the Rim to promote the “customer service” the James Avery brand boasts about on...