David Yurman — Local services in Washington

My husband took a necklace in to be repaired and was asked to pay for the repair up front, which apparently isn’t customary. While we were dropping it off, the associate offered jewelry cleaning, so my husband turns around and asks me if I need anything cleaned. The associate loudly and snottily clarifies “it has to be from DY.” Like, duh. Either way, I wasn’t wearing any, but I did have a bunch at home that could use some TLC after sitting unworn throughout the pandemic. So when my husband’s necklace comes in from the repair, I dropped off a bag of bracelets, rings, earrings, necklace, and pendants to a different associate and gave my number for pickup. Weeks go by, and no one calls, so the next time I’m in City Center, I stopped in to retrieve it. After a few moments of confusion where they had no record of my things, an associate brings out my pieces, lays everything out for inspection and proceeds to walk away while I gather my own stuff up in the large DY dustbag I had brought. I had to ask for a shopping bag, and he reluctantly gave me an unmarked bag In which I placed my things. These are all small slights and seem petty, but as a long time, frequent customer, I was very disappointed in the whole experience from all three associates I encountered. The service has gone down as the prices have gone up, and I’m uninspired to purchase anything more from DY. It...

Had seen a necklace online I wanted to purchase and the website they had one left in stock in that style, price, size, etc and it was available at this location. After driving for over an hour I arrive and the saleswoman shows my the necklace and I want to buy it the and there but in the store it was listed as $100 more than the online version. I show her the website on my phone and she proceeds to find it on her iPad and admits that it is strange and clearly has no idea why it’s different. I understand the confusion and frustration, but after minutes of her trying to figure something out on the iPad she sends another saleswoman over to show me the necklace, have my try it on, proceeds to bring up the total as if the issue had been resolved and then shows me the balance of $100 more than the site as if I had forgotten all about the previous conversation. She then admits it was a discrepancy and refused to honor the price. I bought it online as I walked out of the store for the listed price and it’s on my neck already. Don’t bother with this store, just go online, their site is fantastic. I will have no sympathy when I see this store is driven out by online...

It took five months to receive my repair and the company cited COVID-19 as an excuse for delays. Frankly, many other competitive luxury brands are able to do repairs within a week.

On top of this, customer service was severely lacking. I had called multiple times and no one returned my calls. It took coming in person to actually receive my repaired item and have follow up on it. This is not appropriate for a high end luxury jewelry brand.

Lastly, as others have said, in person staff are dismissive and act as though they are above the customer. It is not at all customer service oriented.

I would suggest going to Tiffany’s or somewhere else where they will clean and polish within the same day, take repairs without any fuss, and have superior customer service.

For that kind of money, it is not worth even half of it to be talked down to like...