David Yurman — Local services in Upper Merion Township

I have been a loyal David Yurman customer for over 10 years, frequently shopping at various locations throughout the tri-state area (PA/NJ/NY). Unfortunately, my recent experience at this store left me deeply disappointed. I had been looking forward to treating myself for my birthday and graduation, but the service I received (specifically from a sales associate named Sandy C.) was unacceptable.

Upon arriving with my mother and sister, Sandy looked me up and down and gave me a disapproving expression before reading my name off the tablet to offer to help. I don’t typically dress up when shopping (I prioritize comfort) but I have never been judged for my appearance at any other David Yurman location before. From the start, her demeanor was rushed and dismissive. She did not acknowledge my family, and at one point, she selected a bracelet size for me without even asking or offering alternatives.

When my mother (who speaks limited English) asked me to inquire about another piece, Sandy took out the piece but seemed to be dismissing her at the same time. This lack of courtesy and cultural sensitivity was not only unprofessional but downright rude.

Despite this, I still went through with my purchase. But the entire experience left a sour taste in my mouth and ruined what should have been a celebratory day for me. As someone who has worked in sales for over a decade, I can confidently say that this is not how clients should be treated. This kind of treatment is disappointing, nonetheless—particularly at a luxury retailer. After pondering about this whole situation, I will be returning my items solely because I refuse to have someone like Sandy earn commission from my purchase. I will repurchase the items online or at another store with better service.

I will not be returning to this location. If you value respectful, attentive/genuine service, I recommend shopping at a...

I am writing to express my disappointment regarding a recent experience at your King of Prussia (KOP) location. I am a loyal David Yurman customer and have frequently shopped at your store, consistently receiving excellent service from Sandy.

On a recent visit, my family and I were searching for a birthday gift for me. Sandy provided exceptional assistance, helping me explore options and ultimately providing her card so I could return later.

Upon our return, the store was understandably busy. I patiently waited for Sandy to become available, repeatedly declining assistance from other staff members as I wished to continue working with her given her earlier helpfulness. After waiting for approximately 20 minutes, she finally finished with a client, she acknowledged me briefly, but then another family entered. At this point, Sandy’s attention shifted entirely to the new arrivals; she greeted them warmly and immediately retrieved champagne for them, leaving me unattended.

Instead of resuming our interaction, Sandy abruptly handed me off to another employee, seemingly prioritizing the newer customers and dismissing my purchase as insignificant. This abrupt change in demeanor and prioritization, after having initially built a rapport with me, was deeply disappointing, particularly given my history as a returning customer. I felt undervalued and disregarded as a customer.

I hope this feedback will be considered as you strive to maintain consistent customer service excellence. While I appreciate the efforts of other staff members to assist me, the contrast with Sandy’s treatment left a lasting...

Update: Went to David Yurman store tonight. I would have bought a sterling silver pendant and necklace if the sales lady just had a tiny bit smile on--but there's absolutely no trace of smile. While she's not rude but definitely not friendly in any encouraging way. I'm the type of customer who won't even go inside a luxury store like David Yurman unless I know for sure what I want to get. I respect sales person's time and effort, but unfortunately I don't feel whoever received us tonight respected me in return. She's colder than the cucumbers in my fridge. Yet, funny enough, a year ago, I actually spent over $3K within 10 minutes with her at the store.

I may go again tomorrow to see if I can get someone nicer to help me with the intended purchase. —————————————————— I love David Yurman and have bought several pieces at different price points. But yesterday was my first time shopping at the KOP store. I knew what I wanted and it was basically in and out.

The store could improve over how to manage customer flow. When we arrived yesterday, it was a bit chaotic: All associates were occupied with customers and there several five or six customers wandering around the store waiting for our turn. They could have someone at the front door, forming a line like their neighboring high-end counterparts, but DY doesn’t seem to have this system.

Overall, their jewelries are of decent quality, but the lobster clasp of my new necklace has a gap, and I had to bring it back to the store to...