Kendra Scott — Local services in The Woodlands

I placed a pickup online order for a necklace, bracelet, and candle at the Market Street location. I also placed orders for Academy, Nothing Bundt Cake, and Target at the same exact time. All of my other orders were ready so I called Kendra Scott to see if my order would be ready for pickup soon while I'm out. They informed me that they didn't have the necklace gift set in gold, but they did have it in silver. They advised me to reorder the set & bracelet in silver (because color wasn't an issue) along with the candle and they would reject my current order. She also stated she would go ahead and pull the silver order so it would be ready.

We drove all the way over there through Ironman traffic and when we arrived I was told the new order I placed only had the necklace and bracelet, but no candle. I showed them the order number, email confirmation, and website confirmation all showing that the candle was indeed in the order I placed. Everything was behind the checkout gift wrapped and ready to go as the employee promised. The confused employee at the checkout and "manager" unwrapped the ready-to-go gift wrapped items and still went to the back and pulled another necklace and bracelet for unknown reasons (making extra work for themselves??) They then informed me that they would have to reject my order...even though the items were all sitting right there ready to go and I would need to repurchase them for a THIRD time. They kept saying "you won't be charged for the others" which I totally understand, but it doesn't change the fact that they have already come out of the account twice and you have to wait 2-3 business days for the refund. I refused to repurchase the same items from my online order that were sitting right behind the counter for the third time.

The employees have no knowledge of basic inventory or customer service. They let the situation get to the point where every customer in the store was looking at us and listening to the conversation.

We decided to just cancel everything and in an attempt to hopefully still get our items, we called customer service who told us "the order is not cancelled yet" let me call and fix the inventory issue holding up the purchase. We parked again and held for another 5-7 minutes and she came back saying "they cancelled the order now so you have to repurchase." After she had me hold and talked to the store, she was rude as well, didn't even ask about more information on my complaint with the employees. When I called her on it, she said well you told me this, this, and this happened (while talking over me trying to explain my concerns) and asked what else am I missing? I hope someone listens to that "recorded" conversation and uses it as a teaching opportunity to better your service because it's atrocious. I even offered to take only the necklace and bracelet because EVERY OTHER STORE with pickup will substitute or cancel the out of stock item only (even though the candle was on the counter) and still let you get the rest of the order. There was no resolution other than to repurchase for the third time to your employees. They lost you a sale and a customer, I will also be telling all my friends and family about this experience.

Employees are rude, can't handle your busy times, look at you like you're the idiot when they can't handle a simple situation that target could get fixed in 30 seconds without making you charge your card 3 times, management is a joke. I would stay far away from this store and spend my...

I have visited this store twice and both experiences were not great. The first time I could not find anyone to help me. It was my first time shopping ever with KS and I was so excited for the experience. Well, I was ignored most of the time, eventually I was told to just go to the color bar and get what I wanted… then I was rushed to the checkout line. Not the worst experience, but not what I was expecting. I decided to try this location again months later, giving some grace that my first experience could have been that it was a busy day and maybe stresses were high for the team for the previous visit… well, my second visit was worst than my first. I had to practically beg for someone to give me 2 seconds of their time, I was asking for the Dani size in the color bar and the response I got about “we haven’t done Dani in the color in a long time” with attitude and an eye roll it embarrassed me so much I wanted to leave -so apologies for not being the most knowledgeable KS human and not doing my research before entering the store… So there I am wanting to treat myself to matching earrings for my new uniform for getting a new job that I worked really hard for and kinda wanting to get the heck out of the store. I decided I had already driven up there so I pushed through the embarrassment. I got up to the Color Bar and I was trying to find the right color to match my new uniform… I was told “well, just get this and if it’s not the right color just come back and we will switch the stones out” in a way that was perceived as “hurry up and just get out of here”… so since I was feeling extremely unwelcomed, embarrassed, and practically pushed out- I bought the color the employee told me “should be fine”… well it WASN’T fine. It didn’t match… but there was no way I would go back to that location to fix it…

Luckily, I now know there are better locations for KS than this location. If it weren’t for the Towne Lake Cypress location being as absolutely amazing as they are, I would have never wanted anything else from KS again.

I just hope this review helps anyone else who has had a bad experience at this location and thinks this is what KS is… it isn’t. There are amazing...

Absolutely the worst customer service I have ever experienced! I placed an order on December 11th. On December 12th, they send me an email saying my order has shipped. Hmm... ok - that was fast but they were in-stock items so I was not surprised. They are in Austin, TX - a 3-hour drive from where I live, in The Woodlands. They tell me the order will arrive on December 14th. OK - it's a 3-hour drive away, but they are using a shipping company so I'll give them that. The 14th rolls around and nothing - no package and nothing from Kendra Scott telling me it will be late. The tracking number-link says it will now be delivered on the 15th. The 15th rolls around and nothing - no package and nothing from Kendra Scott telling me it will be even later. I call them and they start blaming it on the shipper and promising it will arrive the next day. Nothing on the 16th and nothing on the 17th (remember, Kendra Scott is 3 hours away from my house). I call them today at 4:30 p.m. (they claim to be open until 8:30 p.m.) their automated system says "the wait time is 9 minutes." After 20 minutes of being on hold, an announcement comes on and says to leave a message and then hangs up on me. I call them again at 5:15 p.m. (they still claim to be open until 8:30 p.m.) and their automated system still comes back and says "the wait time is 9 minutes." Again, after 20 minutes of being on hold, an announcement comes on and says to leave a message and then hangs up.

Lo and behold.... the package arrived tonight! 3 hours away and 6 days later, all beat to heck.

Absolutely the worst customer service I have ever...