James Avery Artisan Jewelry

Disappointed by the Complete Lack of Customer Service at the Rockwall Location: I’ve been a loyal James Avery customer for years and have easily spent thousands of dollars in this store. We’re a multi-generational family of shoppers—my daughters and I are currently building charm bracelets, and we were excited to start a new one for my mother-in-law (their Gigi) for her birthday today. We walked into the Rockwall store with my two young daughters, fully prepared to spend several hundred dollars. Instead, we were completely ignored for over 15 minutes. No one said hello. No one offered a “Welcome in” or even a simple “Good morning.” The staff continued making personal phone calls behind the counter and never once looked up or acknowledged that customers had entered the store. My daughters kept asking why no one was helping us, and I had no good answer for them. We have a backlog of three charms waiting to be added to our existing bracelet, and every single visit requires waiting at least 20 minutes just to be seen. Today was the final straw. I understand the store is popular and can get busy, but basic acknowledgment and common courtesy should not be optional—especially for repeat customers who keep coming back and spending significant money. We left without purchasing anything and will think twice before returning. James Avery has built a strong reputation on quality and tradition. It’s disappointing to see that tradition not extend to basic customer service at this location.

Made an in store purchase on 2/25/26 with Ms. Pat. Such a sweet lady. I will be back to make my Mother's Day purchases with her. See you soon Ms. Pat and thanks for your help picking out my cross necklace.

Been a customer for decades. My wife loves the jewelry.