Mejuri — Local services in New York

I used to shop at the Mejuri SOHO store pre-pandemic, and the service used to be fabulous!

Ever since the pandemic, the level of service seems to go down a bit more every time I returned. I visited the SOHO store today 8/24/2023 at around 2:30pm. At the time, there were less than a total of 10 people in the store. I was browsing the 14k solid gold counter, where a sales associate was positioned, she was at the time not servicing other customers.

For the 2-3 min while I walked around the counter, clearly interested in making a purchase, not only did she not budge from her spot at the counter, she had ZERO intentions to even drop a simple “hello” or “welcome”.

When I used to come to the store, the sales associate would help to sanitize the pieces that I wanted to try, so when I asked where I can find the sanitizing swabs, she made a snarky comment and said “they’re all cleaned.” I wasn’t about to take her word for it, so then I asked politely where I could get some swabs to do it myself. She pointed “somewhere” to the middle of the counter and said, it’s all in there. It took me a good 5 seconds to see and realize that she was pointing to a covered marble cup holder in the middle of the counter, but she couldn’t be bothered to even help me grab it or to even clearly indicate what she was referring to.

I also asked her about the product that I was looking for. After telling me that they didn’t have it in stock, I asked her for something comparable, where she then answered “I’m not sure what’s the most similar piece.” I tried the product and despite liking it, I wanted to leave and order online so that I didn’t have to deal with the unacceptable level of customer service that I received.

The irony of this whole experience was that, as I was leaving the store, the security guard at the front of the door said to me “have a nice day!” I honestly think the security guard would’ve been a more fit salesperson and the associates actually working there.

As a fellow Canadian, I love supporting domestic brands. But between competitor brands like Kinn Studio, Aurate, Catbird and others, the level of service is just inexcusable.

Will also be sending a review to your...

Mejuri markets itself as high quality for lower prices.

Cons:

(1) Images online are NOT always reflective of the piece in-person -- for example, a necklace I ordered had a lobster clasp in its online product photo, but when I received it it was a spring ring (lobster clasps are better and easier to use)

(2) they are a good value if you compare them to a luxury designer like Tiffany or Cartier obviously, but they are notably more expensive per gold weight than their actual peer competitors like Quince.

(3) They are a retail store more than a jewelry store, as in they don't have jewelers in-store or repair any of their pieces. Which is fine, but their employees can only provide very basic jewelry guidance.

(4) Customer service is mixed. I ordered an item on 11/28/22 which made it eligible for the 60-day holiday return policy (normally it's 30 days), although it was backordered, and then further delayed so I only received it in the mail on 2/9/23. I went in-store to return it only 2 weeks later after receiving it, however the employee gave me a hard time insisting that it was beyond the 30 day window and that she would ask the manager for a "one-time exception." However, it's returnable for 60 days (normally 30 days) from the date of delivery (confirmed with customer service online). I tried to explain this but employee was reeaally insistent and was acting like she was doing me a huge favor by making a one-time exception

Pros:

(1) Their social media customer service seems pretty decent. They quickly clarified their 60-day holiday return policy and that it begins from the date of receiving the item.

(2) In-store you can just grab and try-on whatever items, so you can try on basically all their store items pretty quickly (vs. requiring an employee to let you try one item on at a time which takes forever). Lots of seating for the waiting boyfriends/shopping partners too.

I have no experience regarding their warranty. Other reviews mention that they are pretty strict about only covering 2 years, no exceptions if you're a few days over, and it doesn't...

TLDR: Poor service. Spend your money where you are treated with respect.

Context: I visited the Mejuri store on Spring St. to purchase two items. When I entered I immediately asked for the pieces I wanted to purchase, a pair of sterling silver earrings and an ear cuff, to try on. As I tried on the items, I asked a question regarding the dullness of the pieces and if polishing them would help them appear shiner. The associate was unsure and provided a piss-poor response making no attempt to seek assistance from a more knowledgeable staff member or her manager. As I continued trying on the pieces, I overheard the the associate and her co-worker talking about me, not to mention the associate who was supposed to be helping me and instead was commenting on my "weird question," did so in a mirror that I could see and easily read her lips in (genius, she is not!)

After overhearing the conversation I put the items down and started to leave. However, as I was still upset, I returned to the store and complained to the manager. The manager was apologetic of course, but honestly, how am I expected to believe anything coming from her if your employee is so emboldened to talk about the customer they're serving the middle of a transaction. To me, this speaks to the culture of the store and tells me that this is acceptable behavior. I have worked in several customer-facing roles, retail and otherwise, and would never had dreamed of talking about a customer in their face unless I thought this was acceptable practice. Without a shred of doubt, I can tell you I would never shop at this location again.

If you do venture into this location, avoid the associate who helped me at all cost. I don't know her name, however, she is white, very pale, wears glasses, has about 8 inches of new growth with green, dry looking ends, and an affinity for...