Nan Lee Jewelry — Local services in McKinney

TL:DR -- Terrible customer service. Didn't meet her own deadlines. Shrugged off my concerns over attention to detail on custom ring. Response when told that I didn't feel valued was to ship me the diamond.

I will first say that I wish I had checked Yelp before working with Nan - there are a few similar experiences to mine.

I had a terrible experience working with Nan Lee to create a custom engagement ring. I had a very good idea of what I had in mind, and met with Nan to discuss crafting a beautiful ring. We met, everything was great, and she let me know that she would quote it and get some sample diamonds to look at for our next meeting. We met again and I picked out the diamond. It took a couple reminders to get the quote but I didn't think much of it. We set up another meeting to go over a rendering and give the final okay to start working on the ring.

Nan showed up to this meeting with a rendering that was clearly not mine; it wasn't even the correct shape of the diamond I had already picked out. She also couldn't recall any details from our previous meetings and asked a bunch of questions that I had already answered. I left frustrated and feeling like my time had been wasted. I texted her afterwards and asked if we could meet over Zoom to discuss the rendering once she completed it. The meeting was on a Tuesday. She let me know she would have the rendering done by Wednesday and we could talk later in the week. I heard nothing, so I followed up Saturday and she told me that she was very busy juggling other custom orders and was working as fast as she could. At this point, I was still feeling okay. I am not an unreasonable person; I know things get busy and I was obviously not her only customer.

She sent the renderings the following Thursday. A few details were not clear based on the designs, so I requested a Zoom call like we had previously discussed. I wanted this ring to be perfect! And I wanted to make sure we confirmed all the details, especially since at the previous meeting it was obvious that certain details had not been retained. I was met with 3 short texts stating she had another appointment, asking what was the question, and letting me know "the rendering is never pretty".

I was taken aback. I felt like a second-rate customer -- my concerns weren't important and my input wasn't valued. I think the correct way to respond would have been to say "I have another appointment, can I call you after/tomorrow/later this week?" and then follow up on it. But instead, I was blown off and told not to worry about it.

When I texted Nan back, I let her know how I felt. I wanted to discuss the details of the renderings and I felt like my business for this very expensive custom purchase was not being valued after I had been blown off and her self-imposed deadlines had consistently been broken over the previous two weeks. Again, I would think the correct response here would be to say "I'm so sorry you feel that way, let's schedule a call for tomorrow/later this week and address your concerns". Instead, Nan responded that she was insulted and would ship me the diamond I had purchased. The texts that followed blamed me for not trusting her, setting expectations correctly, or communicating well.

This was the worst customer service I have ever received.

Side note: I ended up working with a jeweler in my hometown (Vanessa Nicole, San Diego) who did an AMAZING job on the ring (the renderings were beautiful too). More importantly, she was communicative by sending weekly updates, and made me feel like I was an important piece of her business. I was never made to feel like a burden or that other customers were more important. She actually caps the number of customers she takes every month just so that she can devote the amount of time that she needs to each custom design. I couldn't have been happier to give her...

A Friend of Nan's had came into my work and mentioned she does engraving and my engagement ring was broken and had to be re engraved. The lady politely said she doesn't work with jewelry and told me about Nan. So I contacted Her via email of her site and she reached out to me very quickly. She had me come to her shop in Mckinney and I showed her my ring. She told me to contact the company that made my ring first to see if they would replace it. The company told us they wouldn't do anything for us. So I let Nan know what they said. She told me she was worried my ring would break even more with being repaired so she told me my options and I picked out a differnt band and she was able to send me 2 gorgeous ideas for the new ring and we ordered my wedding band. So we go to pick up the wedding band and in there is my band and my original engagement ring. She had fixed it! This women just went above and beyond. I couldn't believe it. I just can't say enough about this lady and...

6 stars. The personal touch we have had with every project we have received (on time...even in a crunch) has been the best part about being a customer here. She truly cares about her clients.

And the prices are astonishing. Really makes you feel bad that you haven’t purchased more jewelry for your significant other before.

Always beautiful results when we have taken in family heirloom jewelry and she creates a new piece for us.

Her staff are also incredibly helpful. Great communication so you always know where your jewelry is, and that it will be on time.

Will be a customer for life. Made my fiancé’s...