James Avery Artisan Jewelry — Local services in Katy

I stopped in to pick up an online order and to drop off one of my retired pieces to be polished. From the moment I walked in I noticed some side-eye from the girls behind the counter and a feeling that could only be described as a "Pretty Woman" moment of being judged by the way I was dressed. I picked up the order and requested a silver link be added to a pendant I had. The attendant didn't seem to know how to do such a simple request and required assistance from another staff member. The issue was resolved quickly, but I experienced push-back when I presented the retired piece.

The necklace originally had a large, silver heart pendant attached to the O-ring, which is where the James Avery stamp was located. I had had the heart removed nearly a decade ago and replaced it with two charms (given to me by my partner) with the assistance of the wonderful staff at the Fry Rd. location. Over the past decade, I have never had any issues getting my necklace polished to perfection at the Fry Rd location. Having moved to the Morton area, I thought I would give this location a try. That was a mistake I will not make again.

Not only did the three girls behind the counter question the authenticity of my necklace due to the added pendants and their failure to recognize the retired, classic design, but one of them in particular made a point of accusing the chain itself being a counterfeit because the clasp lacked a stamp and "the weight felt wrong" despite me explaining that the stamp had been located on the pendant I had removed. Eventually, the two who hadn't accused me of lying apologized and offered to polish it by hand. I told them that they weren't the ones who needed to apologise. I considered just leaving and going back to the one on Fry, but instead, I paid for the new link and handed over the other one to be polished.

I wandered the store while I waited, and eventually, the manager/assistant manager sought me out. She did the normal things one would expect a manager to do to smooth out a situation. Unfortunately for her, my husband is a senior manager, and I could see through the "people pleasing" platitudes in a minute. I reiterated that she wasn't the one who needed to apologize. The twenty-something year old brunette with the glasses, who had been so incredibly rude to me, was the one who owed me the apology. The higher-up assured me that she would be spoken to and that the necklace would be polished correctly. By the time I left, I had received an apology from every staff member, except for the one who actually owed me an apology.

After all of this, when I got the necklace back home and inspected it, I noticed some residual oxidization inside the links. Having purchased a polishing cloth with the online purchase, I used it. The amount of oxidization that came off it is unacceptable. I will not be returning to this location. After the poor training that these new employees were given, I doubt I will be shopping at James Avery again. What is the point of purchasing something from a company that won't be recognized by its employees only a few years after it was retired? And why should I put my faith in a company that only seems to care about saving face, upposed to holding their employees accountable for their rude behavior in ways that actually matter and show results. (Based on the other reviews, it would seem that rudeness is not uncommon with this staff or...

Walked in and got behind the sign “line starts here” to be waited on. At this point I was the only one waiting in line. There was another lady there but she was looking at the jewelry in the cases, she was NOT in line. An associate came up to the counter from the back and called out “I can help the next person” I proceeded to walk up to the counter. The other associate who was next to her assisting another customer, spoke out and said “No, she was next in line” She was referring to the lady that was looking at the the jewelry in the cases. So I proceeded to go back and wait in line. That was rude, because when I walked in and got in line, right away, the associate should of said, ma’am she’s next, she was here first. I don’t understand how the other customer got tended to first when she wasnt even in line. Also, this was my first time going into this new location, as I have moved and now this location is closer, I usually go to the fry rd/katy frwy location. Well, at this new location I had bought some charms and took my granddaughter’s bracelet in to have the charms put on. A couple of weeks later one of the charms had come off. Luckily it was here at home when it fell off and my grandson saw it on the floor. When I took it back to have the charm put back on, I took it to the fry rd location. The associate there was in disbelief when we handed her the bracelet to have the charm put back on. To say the least, she apologized and couldn’t believe what a terrible job had been done putting the charms on. I have never had issues with the charms coming undone, never!! But again, in the past, ive always gone to the fry rd location to make purchases as well as to have charms added on. My daughter-n-law just mentioned the same thing to me, that my other granddaughter’s bracelet, one of the charms came off and luckily she was at home. She had taken it also to this location (grand parkway!) This is horrible customer service and completely unacceptable!! After these experiences, even though I live closer to the grand parkway location I choose to go to the fry rd location! The associates there are always friendly, PROFESSIONAL, and know what they...

05/01/2025 First time coming to this location since it is closer to me now. Went today at 10:30am to buy a charm bracelet, customer service was great. Angela was very helpful and was kind enough to answer any questions I had regarding the bracelet and charms, as it is a gift for my mother. She let me know that it would be ready for pick up after 1:00pm today. When I went to go pick it up today around 4:10pm the vibe was immediately different from the morning. I did not see any of the workers from the morning and did not like that I felt judged as soon as I walked in. When I went up and told them I was there to pick up my order, the worker showed me the bracelet and asked me if everything looked fine, I told her that it did. She then looked at me and said “Then you can just take it.” I genuinely did not know how to respond to that, she didn’t even offer to put it in a box or bag. It just seemed like she wanted me out of there, mind you I was the only customer in the store. It’s so ugly to see workers act this way to a customer, god forbid they do the job they get paid to do. I understand if I was just here wasting your time and not buying anything but that was...