David Yurman — Local services in Costa Mesa

I recently went into your south coast plaza, costa mesa, CA store to purchase my wife earrings. It was a Valentine gift. I purchased the earrings from Paige, and come Valentines day, my wife told me she does not wear hoops. Oops, I thought, as she has diamond studs, but I knew I can come back and exchange the item.

I came back a few weeks later, just this past weekend, and Paige was busy with another client. Another sales rep approached me (do not remember her name but she had short black hair), and tried to help but we just did not hit it off very well, and she could not figure out what I was looking for that I had thought of purchasing before. It was a 7mm bracelet with the black onyx but the price she was giving me was different. After going back and forth with her a few times, I just asked to refund my last purchase and I will come back a different time (as I had my toddler son with me and he was not feeling well), and I did not have the time to continue trying to explain to her what I was looking for. She made feel very rushed and as if I had no idea what I had seen just a few weeks before, and I did not like that type of energy when I am shopping in a very upscale store. It felt like trying to buy something from Macy's jewelry, and it should not feel that way.

So, I was about to get the refund and leave, when Paige happen to be finished with her customer and from remembering rushed right over and knew exactly what I was talking about. She was extremely calm, collected, not rushing me at all, and even went on to explain some other options. She was so professional and easy to talk to that I actually ended up purchasing a higher priced bracelet which she took care of right away, sensing my toddler was not feeling well and we were trying to go as soon as possible.

I am writing this email because of the difference in service I received from two people working at the same store, at the same time. To be very honest, had I ran into the other person my first time around, I would have probably never purchased even the earrings, as I don't like the "Macy's" sales energy in a store like yours. I am not sure if the other woman judged me based on my clothing that day (as I dressed casually due to the weekend), and my age ( I am 38), but for some reason, I just did not feel the connection and excitement as I felt from Paige.

I don't know what position Paige is in, as her card says "Brand Ambassador", but I have taken time out of my busy business schedule to write this long email because she made my experience so memorable that I will be coming back more and more as my wife loves elegant upscale jewelry. You have a great asset working for the company and she would make a great manager or even sales trainer for other employees in the store. She deserves a lot of credit for not being judgemental, being patient and professional, and taking her time while understanding that I was short on time as well.

I am the top producer in a financial company of over 200 employees, for over 10 years, and I know talent when I see it, and know how important good talented salespeople are for a company to do well. 50% is the quality and name brand of the items itself, but the other 50% is the experience, and for my wife and I experience is everything, no matter the product.

Thank you again, Paige and I hope this email finds you well and you are appreciated as much as I think...

Shopping at David Yurman has been one of the most disappointing and laughable experiences I have ever had in my entire life. If I could have rated negative stars, I would. I placed an order (a Christmas gift) on Saturday, 12/21/19, with Anthony for the men's onyx cable cuff bracelet in size small. I was told that while there were no bracelets in size small in the South Coast Plaza location, there were three available in: New York City, Atlanta, and Tampa. One of the bracelets would be ordered and arrive to the store on Tuesday, 12/24/19. Mid-day on Tuesday, I called the store because I never heard anything about my order. I initially spoke with an associate, Jonathan. Without warning I was transferred to Kelly Waterman who introduced herself as the inventory control manager. She explained to me that there were discrepancies in the inventory database because of the holiday season and that I will not be receiving the bracelet and there was nothing that could be done. I went into the store to receive a refund since my order was not able to be fulfilled. She worked alongside Dat Phan, I believe a store manager, for 20 minutes to process a cash refund... Aside from receiving the refund, the only option was to let David Yurman hold hundreds of dollars for when a bracelet may become available (with no defined time frame - which could have been one day from now or 3 months) and they will "be in touch" whenever a bracelet is showing as available. In the meantime, I went on David Yurman's website and saw that the exact bracelet I ordered was available at the SCP location and I had the ability to "reserve it." I received an email today stating that my reservation was canceled with no explanation. After calling and speaking with Michael in customer service (NJ location), he mentioned that there are two inventory databases: one for boutique stores, and one for online shopping. Again - there were inventory discrepancies and that the only option to buy the bracelet via special order. This meant being putting my name and order on a long list of other customers and receiving the bracelet 3-4 months from now. According to DY's website and to all of the associates, the bracelet I was trying to purchase is their most iconic and popular item sold in stores and online. I keep asking myself how a world-renowned luxury jeweler that has been in business for close to 40 years has such a faulty and incompetent inventory management system, especially around the holidays. In my opinion its common sense: during times of high-volume, have more inventory available, especially if customer loyalty and experience at are the forefront of the company's priorities. This is evidently not the case for DY. In summary, I have never had such a worse shopping experience than I did with David Yurman (both online and at SCP) and certainly hope that future buyers will consider other luxury jewelers to spend their money at. Otherwise, expect an exercise in pure...

I usually do not leave reviews, however I am quite livid at what has transpired just today. My wife purchased my wedding ring last year for our wedding, loved the ring everything was great. It was damaged and they had very good customer service in terms of helping me find another ring that was similar or upgrading so we were happy. We went into look and sales person Lindsay helped us. We had our daughter with us the first time and she was enamored with her. Come a week later new rings were shipped in for me to try on and last night (4/21/16) purchased a ring that was considerably more then the one we had initially purchased. She asked where our baby was I told her at home sleep my neighbor was watching her plus I have the baby monitor if I needed to get home quickly as we live very close by I could get home if things got out of hand we needed to be quick because I did not want to be gone for long (some how she totally didn't understand which will bring me to the problem).

Come today (4/22/16) I tried to put the ring on and it will not fit at all. Granted Fingers swell however I could not even get it passed my knuckle. No big deal I call to see about getting a 7.5 they do not have it. I call corporate to have them track one down for me. Corporate was able to obtain one and had Lindsey called to notify the ring was in. Lindsey proceeded to leave me a voice mail message to let me know they had the ring and I could come swap out the ring I had. Funny thing is she forgot to hang up the phone...As I listen to the message she then proceeds to say very negative things about my wife and I. How we are horrible parents we left our kid at home by herself sleep and watching her from the baby monitor - which obviously was not the case. Not to mention how annoying we are that she has to deal with the ring situation - even though she recommended a smaller size. The customer service is atrocious and I am appalled that they allow this from their representatives. I will be taking this to Corporate to get it...