Jewelry Studio — Local services in Charlotte

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...

the attention to detail in this place is simply amazing ! not only is there beautiful & affordable one of a kind jewelry in every inch of this space .. but the sales people are so knowledgeable, welcoming & attentive .. the aesthetic here is comforting & quite tranquil to say the least .. who ever the contractor was at this place really put his foot in his work, & truly made this place unique & my go to choice in jewelry here in the charlotte area & beyond .. my experience here was at least a 15 out of 10 100% recommend to anyone in the market for jewelry right now ! or in the...

I had an appointment for permanent jewelry and was running behind as I was traveling from Winston to the area. They were super kind and understanding. The staff was helpful in explaining the pricing, options, and process. There were not many options but I already knew generally what I wanted due to them emailing me a list prior to my appointment. The place was super clean and had a good atmosphere feel to it. It was a little warm but it was also super hot outside. I left happy with my...