I visited House of Custom (Carmel & Pineville Matthews location) to have a bracelet soldered and finished with a forever link. While the staff was initially friendly and the piece looked nice, the sizing was noticeably off, it was much larger than what had been measured and discussed.
They asked me to try wearing it over the weekend. It kept catching on things and didn’t sit right. When I returned, I was told it could be fixed, but only for an additional cost, even though the original sizing was incorrect.
When I tried to express my concern, I felt like I wasn’t truly being heard. I was told repeatedly, “I understand,” but the response didn’t reflect real understanding or empathy. At one point, I asked what her understanding was, not to be rude, but because I genuinely didn’t feel like we were on the same page. This wasn’t about language, it was about being met with compassion and accountability, and I didn’t experience that.
To add to the discomfort, I was told that other customers are happy with their work, as if that should negate my valid concerns.
They did offer a discounted fix, but I still had to pay to correct a mistake that wasn’t mine. I didn’t change my mind. I simply didn’t receive the result we had discussed from the beginning.
This review isn’t meant to shame anyone, it’s about sharing a real experience and the hope that future customers are treated with more empathy when things don’t...
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