Drove a long distance to buy a Mother’s Day gift for my wife. Not only did I waste my time, but I also lost hope in this brand. I tried to call ahead of time to get an appointment, and of course they still haven’t...
Read MoreDrove a long distance to buy a Mother’s Day gift for my wife. Not only did I waste my time, but I also lost hope in this brand. I tried to call ahead of time to get an appointment, and of course they still haven’t fixed the phone issue that many reviews are complaining about. Why bother having a phone if you don’t answer it. When I arrived at the store, I had to wait in line just to be asked to place my name on a waiting list. I waited two hours and I never received a call. I checked the website and you can’t even book an appointment at the Beverly Hills location. I tiktoked the entire event. Feel free to watch it my username is @officialmurillo. Whatever service rep that replies to these reviews are not doing anything to better their service. They just reply on here to make it seem like they’ll change but they don’t.
Update 2025:
I want to update my review because my most recent experience completely changed my perspective. I came here yesterday and our sales rep, Jay Hernandez, was absolutely amazing.
Looking back, I realize I judged this place harshly because I couldn’t get the item I wanted at the time—but the truth is, that piece is almost impossible to find anywhere. I even went to different countries and still couldn’t get it. We finally purchased the bracelet in Tokyo, but came to the Beverly Hills location to have it properly fitted.
From the moment we arrived, the experience was night and day compared to before. The door person greeted us warmly and asked how they could help (instead of just asking if we had an appointment). We explained we needed a bracelet resized, and that’s when we met Jay.
Jay was kind, professional, and extremely knowledgeable. He assured us the resizing would only take a week. While finishing up, I asked about other bracelets—he showed me the empty drawers, which really drove home how high the demand is for these pieces.
A week later, Jay personally called us to let us know the bracelet was ready. When we returned, he welcomed us back like old friends and even showed my wife some necklaces. His eye for detail and sense of style were incredible—he helped her pick a necklace she absolutely loves.
Jay’s customer service is truly next level, and he completely restored my faith in this brand. Thank you, Jay—you turned what started as frustration into an unforgettable experience.
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