James Avery Artisan Jewelry - Houston (TX)

4 /5 Alyssa Mason: Update - I emailed the company and received a call back right away from the store. Michelle informed me this was not that policy and invited me back to have my charms put on. When I got to the store, Iris was super helpful and helped me upgrade one of my charms, decide on another charm, as well as placement for all of the new ones. Wish I had encountered these excellent team members in the first place. Original Review - I was super excited to get James Avery charms for my birthday to add on to my mother’s gold charm bracelet after she passed away last year. It has been decades since I stepped foot into a James Avery store - but my mom got us charm bracelets when I was younger, so it made me feel closer to her. I called the store yesterday to confirm they would add the charms and this morning packed up my old silver charm bracelet to have cleaned for my daughter as well as have my new charms put on the gold bracelet. When I arrived at the store today, I was rudely dismissed by Dawn, because my mom’s gold bracelet itself was not a James Avery bracelet. She just kept stating “that is not a James Avery bracelet.” She stated they would not add my new gold charms, despite them being James Avery. My husband just spent $400 on these charms - one custom engraved with our wedding date and one for my daughter’s birthstone and I was planning to add to this bracelet as time went on. Dawn directed me to another jewelry store in the area. I’ve looked online and consulted my cousin who used to work at a store and can find no such written policy. I called the store back to ask for more information about this policy and give them a chance to fix it, but Dawn, the team lead, was too busy to take the call. I just can’t imagine a company that is built on thoughtfulness would have such rude and thoughtless leadership in its stores.

1 /5 Star Mendoza: Walked into here on 6/28 around 7ish and wasnt greeted with hello welcome in to James Avery nobody on the floor to help. It was only one other guest and two associates were behind counter talked among each other. I glanced over charms to find number for what I needed but yet it wouldve been nice if I couldve been asked if I needed any help even though I already knew what I wanted. I got in line and associate Natalie asked if I was ready and I told her what I needed and as she was getting my info and about to pay. I am a first responder so I like to get my discount which is just a quick 10% but its nice to have since I am a first responder. Associate Natalie said she needed to see my badge which is understandable cause of protocol but I usually show documentation of my first and last name and it says Im a firefighter and my department. It just doesnt show my face. I never had an issue cause Im a frequent guest and even some associates know me. I asked for the manager and she responded I am the manager. I asked for the store manager since her name tag didnt even say she was the associate manager. She pointed out the store manager who was accompanying another guest at the register and I just feel like she was not accompanying me as a guest and being respectful which is why I am giving a review about her. She was just like whatever about the situation as if she could care less. Very disappointed. 0/10 customer service!

5 /5 Philip Jones: Ordered and picked up the same day on the day before Mother’s Day. The key is to order online as there was no line for the pick up. If you’re coming in the day before Mother’s Day and don’t order it online, expect to wait a long time though.

1 /5 Juan Martinez: Had a few unpleasant experiences here since they opened. Seems like staff is not fully trained. Always seems chaotic trying to come into this location compared to others around the area. Today specifically, wait over 20min in line for a pick up. As soon as I approached the counter an employee at the end of the register stated whoever is picking up only can come to her register. Won’t be visiting this store again. Sucks here. Also pretty sure they lost one of our charms when cleaning.

1 /5 Chris Stanton: This is the closest J.A. to my house, so i dropped off a silver J.A chain to be cleaned and was told to pick up the next day after 4. When picking up, I found the chain had not been cleaned at all and was still dull and "dirty." The employee offered to "clean" it while I waited(why couldnt this have been offered when I dropped off?), but I didnt have time to wait. I work in "service" and take notes of certain things when Im out and about. While dropping off AND picking up my item, I observed manager interactions with customers and have to say, i wouldnt have been ok with anyone speaking to me the way I heard the manager speaking to their customers. Be better, James Avery! You are selling "trinkets" at TOP dollar and should be providing a customer experience to match.