James Avery Artisan Jewelry — Local services in Lufkin

I’ve been to multiple JA locations (2 in-store locations at Dillards & 2 independent stores) in the past to buy items or get charms soldered in and I have never received this kinda of unsatisfactory visit to a location ever.

First, the lady that welcomed me seemed nice at first but even after I was browsing for a bit I can feel she was getting annoyed. I did tell her I was there originally to pick up an item but I wanted to browse for a gift in mind. I didn’t find anything I seemed to like so I asked for my order. Mind this when I placed an ordered to get a charm soldered into a bracelet im building up I did it with a sweet lady a few days back and she mentioned that in order to pick it up I have four options. Either i have my receipt , a picture of it, the ID of the account I put it under or a picture of the ID.

Thus, the day of I realize that i don’t have the first three options since I put it under my partners account (it’s the only one we have and he lives across the state) so i bring the fourth option. The now rude lady gets onto me about it but it’s confusing me because the previous worker said all those options were safe.

I can tell she’s increasing getting annoyed and hence more rude when I try to explain why I had to use the photo ID.

Second I see my bracelet and i notice the charm that i wanted place wasn’t placed correctly. I always have my charm bracelets separated by two links. this one was separated by one and I told the lady that it wasn’t good after she asked if I was satisfied with it.

At this point I can just tell by her tone she was not happy and mentioned that the receipt has it stated I asked it for 1. Mind this she never once mentioned it could’ve been a mistake on their part or offered a better solution & I can tell if I stated I wasn’t happy again she wouldn’t have been nice.

Therefore I simply ended up walking away from the situation.

Whoever this lady is, I hope you have a good day still and maybe next time be nicer to other customers instead of getting...

I made my first ever James Avery purchase online for curbside pickup. I received my order and thought everything went great. Something told me to check my piece and the charm was tarnished and had fingerprints/scratches on it. I decided to try and polish it a little with the bag it came in, thinking maybe it was just from workers handling it. The little bag got nasty, and I wasn't able to get the charm clean enough. I went inside and stated that I had just gotten the charm TODAY, just now, in a curbside order. The ladies kept thinking I had this piece already, and were telling me I was storing it wrong etc. I kept trying to explain that I just bought this. One lady kept telling me I needed the $5 cleaning cloth after I repeatedly told her I JUST BOUGHT ONE IT'S IN THE CAR. Nevertheless, she cleaned it up for me, and kept telling me to get my grandmother a cloth like that so she can clean her charm. I guess she thought it was something I already had but it was very frustrating trying to get my point across to her and felt like no one was listening. I'm glad they got it cleaned up for me and gave me a bigger box to put the chain and charm in. When I was leaving, another lady kindly apologized and stated that the pieces are supposed to be checked for quality of presentation before they take the order out (which is why I checked the bag before I left). Overall, I'm pleased with my order, just think that some of these folks need more training on customer service as far as not looking down on your customer that just spent $150 on a piece of jewelry that looked used, try to understand and listen and not try to make someone feel dumb like it's their fault...

I purchased the Twisted Wire Connected Hearts Charm Bracelet during the Charm Event. I wasn’t sure if I would like it. I ordered online and did a store pickup. Today, 10/02, after work, I took my bracelet to get an exchange for an anklet. A girl named Rose or Rosie couldn’t find my transaction on my account, so I had to look up my transaction history. Once I showed her my order, she said I was not able to do an exchange, stating, “That was a charm sale, and what you’re wanting isn’t a charm bracelet. It defeats the purpose of the sale.” She was dismissive and didn’t offer any further assistance. I spend a lot of money at James Avery, and I hate to sound like that type of customer. But , this is not the first issue I’ve had with her. I would have been willing to do a return and pay the difference if it was offered. (Although, the anklet is $20 cheaper than the Heart Bracelet) Obviously, she wasn’t interested in offering great customer service. Very...