Kendra Scott — Local services in Germantown

My husband purchased for me a bracelet for Christmas that was $80 at Kendra Scott that was in the Saddle Creek Mall location in Germantown, Tennessee. I didn’t care for how dainty the bracelet was & tried to return it and get a refund 3 days later. ( I had purchased another bracelet somewhere else) I had the bracelet in the original packing with the in-store receipt, and was told I could only get an exchange or an in-store credit that they do not do refunds. I do not think this is an acceptable policy especially at Christmas time. Almost all stores will give a refund with a receipt. I told the employee that I didn’t really want a gift card that I had purchased another bracelet somewhere else and she said that was their policy. She did then proceeded to tell me that had my husband bought the bracelet online and I returned it at the store that I would’ve been able to get a Refund on the purchase. So you’re penalized if you shop at the store location instead of buying online which makes absolutely no sense to me? She also did not say that she was sorry when she knew I was disappointed that I could not get my money back. I am giving it two stars because they did let me switch out my bracelet for one that I liked better (even though I really did not want any more jewelry.) But now I am left with a $20 gift card that I will have to go back and spend even more money at the store at a later time because the bracelet that I bought was cheaper than the one that I was returning. I looked all over and even ask a store employee if they had anything in the store that was $20 but all she offered me was this cheap felt looking jewelry box with only two dividers, which I was not interested in. I will say the other employees I had interactions with were friendly and helpful. I will not be purchasing anything else in this store due to their poor refund policy. Too many other stores offer a full refund with receipt, Especially at Christmas...

I am writing to express my disappointment and concern following a recent visit to your Germantown, TN location. From the moment I entered the store, I felt uncomfortable due to the number of questions I was asked about my visit. I explained that I was a returning customer and even showed a bracelet I had previously purchased, asking to find something similar. Despite this, I felt as though I was being closely watched throughout my time in the store. While waiting to check out—during what appeared to be a delay with another customer—I noticed the same employee who had questioned me earlier insisted on holding the bracelet I had selected, without clear explanation. As I waited near the register with no item in hand and no communication about the delay or acknowledgment of the unused second register, I began to feel profiled and judged. This experience was deeply upsetting. When I finally decided to leave and return another time, only then did the employee inform me that the system was down and offered a brief apology. I left feeling hurt, confused, and unfairly treated. As someone with retail experience, I understand the importance of loss prevention, but I gave no indication of suspicious behavior. I carried only a small Kate Spade clutch and wore pants without pockets. This experience was humiliating, and I will not be returning to that location—and likely not to Kendra Scott again—if this is the standard of customer treatment. I hope you will take this feedback seriously to ensure no one else leaves feeling...

This place used to be one of my favorite stores to shop because of the way they take care of their customers and products when they break or that are defective. I went to the store today about my watchband or to get it looked at to see if they could fix the pin that broke off the watch. Two ladies looked at it and said that it was not fixable and they would look up my information to get a replacement started. The employee had my information pulled up and was asking if I wanted the same item and another lady walked up, stopped her and basically said let me see if I can get a part off another watch. Then when she said that wasn’t possible, then she said we aren’t able to replace this item. You are a month past the date. They only offered me 30% off a new one. This is terrible #Customer Service because two employees told me after looking at my watch that they would take care of it one had looked up My information and had the replacement started when the other lady stepped in and took over. You are allowed to make an exception, especially if someone (employee) made a mistake and already told the customer one thing but you would rather lose a customer and future business by being rude and not doing anything helpful for the customer. I will NEVER buy from this place or refer people here again. This is very poor customer service and I used to brag about how great this store was about taking care of...