David Yurman — Local services in Charlotte

My recent visit to the David Yurman store was a stark contrast to a disappointing experience I had last year, reminding me why in-store service truly matters.

Last year, I visited the store for my birthday, hoping to select a new bracelet and utilize the complimentary jewelry cleaning service I've enjoyed a few times since my first purchase in 2019. Unfortunately, the sales associate, Anaya, made the visit quite unpleasant. When I inquired about the cleaning service, her response was dismissive and unhelpful, suggesting I could simply clean my jewelry at home with dish soap and warm water. Her demeanor continued to be poor when I expressed interest in looking at bracelets; she showed zero interest in assisting me and roughly placed items on the counter. This was a stark departure from previous visits where associates would graciously help me try on pieces and offer thoughtful recommendations. Had I not been set on taking the bracelet home that day, I would have undoubtedly taken my business online.

After that terrible experience, I was certain I would exclusively shop online from that point forward. However, today I found myself wanting to see several items in person, and I went in with the firm resolve to leave if the customer service was anything less than excellent.

Thankfully, my experience today was entirely different, all thanks to Grace. She assisted me with my jewelry cleaning request and was incredibly pleasant and kind from the moment she greeted me. Her warm and helpful demeanor immediately put me at ease. After this positive initial interaction, I felt comfortable enough to browse and try on several pieces. Grace was wonderfully attentive, assisting me with each item and making the decision-making process enjoyable. Her exceptional service completely transformed my perception, and I was genuinely happy to make my purchases in-store rather than online.

Grace's professionalism and kindness truly highlight the value of outstanding customer service. It's clear that the right sales associate can make all the difference in a luxury retail...

I visited the David Yurman store this past weekend to find a gift for my mother and was warmly greeted with smiles right as I walked in. My first interaction was with Stefanie, who I initially thought was a sales associate because of how helpful and welcoming she was. Turns out, she was actually there providing calligraphy services for guests that day—but you wouldn’t have known it with how engaged and attentive she was. Stefanie went above and beyond, chatting with me and offering thoughtful suggestions for my mom’s gift. She truly felt like part of the David Yurman team and left such a wonderful impression.

Once a sales associate became available, I was asked what I was looking for and my price range. I explained I was hoping for a cute gold bracelet around $800. Unfortunately, I was quickly told that gold bracelets typically start around $1,200 to $1,300. The associate then handed me off to Grace.

Grace was an absolute pleasure to work with—friendly, patient, and kind. However, I was surprised that the bracelet I originally had in mind (which I had seen online for $795) wasn’t shown to me until I pulled up the photo myself. As soon as Grace saw it, she immediately confirmed it was available and showed it to me. It perfectly matched what I was looking for, both in style and price. I ended up purchasing it.

Stefanie beautifully personalized a handwritten note for my mom on the gift box, which was such a special touch. My boyfriend and I left feeling happy with the purchase.

Overall, my experience was very pleasant thanks to Stefanie’s above-and-beyond hospitality and Grace’s sweet demeanor. However, I do believe the sales team could benefit from some additional training—specifically, listening more closely to customers’ needs rather than assuming everyone is there to spend above a certain price point. The focus should be on helping the customer find what’s right for them, not on upselling.

I still left with a beautiful gift and a positive impression, but I hope my feedback helps improve future customer...

For years my husband would gift me jewelry pieces from David Yurman, so I have my fair share of jewelry from there. The jewelry itself is nice, but goodness forbid you need a repair or assistance after the sale because it is the worst experience. They do not stand behind their product and you have to pay for repairs after a year AND you have to wait a minimum of 6-8 weeks to receive it back. The same pair of earrings have broken twice now...it's clearly not made well, but they don't care and will still charge for repair on the item. The clasp on my husband's necklace randomly broke right outside of the year mark, we have to pay a nominal amount It's been over a month and still haven't gotten a call that it's ready. They never charge a crazy amount on the repair, so why even charge it if it's just putting a bad taste in your customer's mouth. They don't need to, but yet they still do. My thought is that it's just an additional revenue stream since their jewelry isn't as high quality as they hype it up to be. Now that we no longer buy jewelry from there, I have to say that it's a night and day difference from how other jewelry stores operate. Specifically, I am comparing them to Diamonds Direct which is right across the street. They have never charged me for repairs, no matter how long it's been AND I get the piece back within 1-2 weeks normally. No questions asked. I would expect a luxury jewelry store to operate more efficiently and with more of a customer...