James Avery Artisan Jewelry — Local services in Lubbock

My sister and I were excited to visit James Avery, but unfortunately, our first experience was extremely disappointing. We went in on Friday to pick up an order I had placed the night before. I was happy to see that the order was ready in just one day, and I asked for a box to take my jewelry home in, and wore my bracelet out. While there, my sister decided to purchase a bracelet. She asked an associate, Trinitey, if she needed to get into the long line, or if she could continue helping us at the pick up counter. Trinitey agreed, albeit hesitantly as the store was getting busier, and helped my sister find a bracelet. The bracelet needed links removed, and she also wanted to add a Pop-Tart charm to it. Trinitey clipped the charm onto the bracelet with a safety pin, laid it out on a tray, and we commented on how well the colors complemented the bracelet. My sister wasn’t sure exactly where to place the charm since the links needed to be removed, so she asked if it could be added when she came back to pick it up. Trinitey agreed and continued with the sale, and also packaged the bracelet with the service paperwork to keep for the link removal. While she seemed a bit annoyed by the increasing number of customers, we tried to be understanding. After the purchase, Trinitey handed us our receipts and a bag that I assumed contained the box I had requested. We left the store, thinking everything was in order. The next day, when my sister went back to pick up her bracelet, there was confusion. The staff claimed the Pop-Tart charm wasn’t part of the transaction, despite it being clearly marked on the receipt. They insisted it wasn’t on the service form and that it must have been given to us. My sister explained that the charm had been clipped onto the bracelet in front of us and she had left the store without it. At this point, Michael, the associate handling the situation, became rude and dismissive. He insisted they would have to check the cameras, and while we were fine with that, he kept implying we were lying. He also gave my sister attitude when she asked to try on the bracelet after the links had been removed, telling her she had already tried it on. My sister was overwhelmed and left in tears because what was supposed to be a special experience had been ruined. After leaving the store, we realized the bag I had taken home, thinking it contained the box for my bracelet, actually had the Pop-Tart charm inside. This was never communicated to us by the associate, who never mentioned that the charm would be given to my sister while the bracelet stayed to have links removed. Not to mention we were two separate shoppers, the charm should’ve been given to my sister since she paid for it. As a manager at a jewelry store myself, I understand that miscommunications happen, but the way we were treated was unacceptable. No matter the circumstances, customers should never be spoken to with such disrespect. This experience has left us both feeling disheartened and hesitant to return to...

Usually like JA jewelry but some of their bracelets are made in a way that charms fall off. I asked that charms be attached in a way that they won’t fall off. I was told they did but then the charms kept falling off anyway. I lost them on a trip. Since it was a special present, I went to replace them and asked whether it is possible to attached in a way that they don’t come off - I wasn’t going to replace them if they keep falling off. The salesperson who was very rude and annoyed that I asked questions guaranteed that they would not fall off and explained that the old ones must have not been attached with the correct rings (she said this in a accusatory tone of voice even though I already told her we had JA attach them). Picked up bracelet. First thing, charm falls off. I explain what the previous sales person told me. They treated me as though I am a complete moron. Charms cannot be attached to this specific kind of bracelet in a way that they don’t come off - unfortunately, this bracelet also comes undone very easily. I finally found a way how to solve the problem. I asked that maybe somebody talk to the salesperson who had guaranteed me that they could attach the charms in a manner that they don’t come off, but I was told “She she does not work in the soldering room so she does not know what is possible.” I asked that maybe she be made aware that she either tells customers she does not know or go ask a colleague that does know (as the person who checked me out the second time did). I was just told again “She does not work in the soldering room so she does not know what can and cannot be done.” Well, maybe then she should not be advising customers and definitely not be treating them so poorly. When I got my bracelet back with the charms attached according to my solution to the problem, I was made aware that my bracelet was crooked. I explained that it kept coming undone, so I had to bent it a bit to keep it closed. To this I earned a scolding mustering as though I am a misbehaving child (I guess my sundress did not meet the sales rep’s standards either). No response to my “good bye and have a good day”. Just dead silence and disapproving eyes as I walked out of the store. I was browsing for birthday gifts for my sister, niece, daughter and sister-in-law on the JA website and had picked a few items. It was have easily amounted to $600-800. But I am no longer interested in doing business with JA. There are other great artisan jewelry designers around who take pride in doing their work right and being friendly to customers. It might cost a bit more, but it’s worth the difference in customer care and supporting local artists who care about their work rather than feeding my money to a big company who obviously could care less about...

When I came into the store, there were several customers already inside. I proceeded to look around for approximately 10 minutes. I noticed all other customers were gone. I continued to browse, looking for a charm for about 5 more minutes still no offer to look at anything, nor even acknowledgement that I was there. After another 5 minutes or so of standing and looking in the same case, a customer walks in the door, she walk about 5 steps inside the store and was greeted and asked if there was anything they could do. Meanwhile before she walks in all the employees that were out front were standing behind the counter talking. So I left the store, and made my order online. Unfortunately there wasn't another store in Lubbock, I had to pick up my order at this location. With the level of service I received, I recommend online shopping or maybe Dillard's would provide better...