REEDS Jewelers

My boyfriend and I have used this particular Reeds too many times for the wrong reasons. He bought my necklace in a different state five months ago and sadly, the chain broke. Originally with the warranty, we were told if anything were to happen to the chain, it would be replaced free of charge. We brought it in to this particular Reeds to have it sauntered back together. They did a horrible job, the chain was no longer flexible and they were far from courteous throughout the experience. My boyfriend also bought a leather Pandora bracelet for me for Christmas. They gave him the wrong size and argued with us over the fit. We went to an official Pandora store in Charlotte where I was fitted and told they had definitely given us the wrong size. Less than a month after it had been poorly fixed, my necklace broke a second time, but this time with the clasp. They were extremely rude over the phone and acted aloof in person when we came in for the second time. We came in to handle the broken chain and wrong bracelet size at the same time. During the car ride over, my necklace had become tangled in the box which made one particular employee act very rude. He told me when I came in to pick it up, he would properly teach me how to take it on and off to ensure it doesn't get tangled. His tone was very degrading and inappropriate. We stressed to them our warranty stated the chain would be replaced if broken, but we were told that was only as a last resort. We were told the original jewelry repairman would not touch it this time since it was so badly repaired, that they would send it off. If it couldn't be repaired, they would replace it. We were told to come back in a week to pick it up. We gave them my phone number since my boyfriend would be out of town. They still called his number rather than mine and acted extremely rude when I didn't immediately come in. Nothing had been done to my necklace, it was only untangled.. The problem with the clasp was not fixed. The man passively argued with me, insinuating I had only brought it in to be untangled, until he checked his notes and saw that it indeed needed to be fixed. The entire store went into panic mode because they had a very unsatisfactory customer on their hands, for the third time. I asked if they could order another chain since the original warranty stated this and if it could be mailed to me. One of the female employees spoke to me in the most degrading way, saying multiple times that this was a clearance item and that it would not be restocked. The necklace was not clearance when my boyfriend bought it, yet she felt the need to stress how cheap it is now. She also made it seem that it would be extremely hard to call other Reeds locations and ask if they had one in stock. This is her job? The employees proceeded to bring me other chains to see if they would be a better option for me, since they didn't want to make me leave empty handed. They'd had my necklace for almost a month with no repairs done. They continued to bring me yellow gold chains for my white gold pendant. I was infuriated, although not rude. I finally agreed to a chain just to get out of there. One of the employees checked the tag as if he were to charge me for it, until I asked him if the warranty would cover it and he said, "Oh yes of course, sorry." I was not able to keep the original chain for sentimental value and I will never step foot in this Reeds ever again... Probably never at another location either. I will take my business elsewhere and encourage others to do the same. The employees at the Gastonia Mall Reeds location are beyond inappropriate and rude to their returning customers. We have always used Reeds but will never again.
1 7 years ago (27-02-2018)

This store is my go-to for everything bling! The customer service is ALWAYS phenomenal, my questions or requests are always handled quickly and any purchases and work that I’ve had done there has always been perfection. Ally is especially amazing. She will always put a smile on your face! Highly recommended!!!
5 7 years ago (08-03-2018)

On Friday I visited the Reed’s Eastridge Mall location in Gastonia to return an item for my daughter. From the moment I walked into the store with the jewelry (in its unopened box in the Reed’s bag with all receipts) I was treated much differently than the times we’ve visited this location to purchase an item! The gentleman who finally decided to acknowledge my presence after I stood there for several minutes (there were no other customers in the store) identified himself as an assistant manager when I explained why I was there and asked if I could speak with a manager. He appeared very annoyed and went to get the store manager, Ally Percival. After waiting several more minutes Ally came over to me. She did not introduce herself, seem apologetic for our situation, ask about our previous customer loyalty to Reed’s, etc. Instead she immediately told me what she couldn’t do to help me! I asked if I could get something documented on their letterhead confirming what she stated and was told no - so she refused to put in writing what she was verbally standing there telling me! I asked her if I could have the name and phone number for her manager. She walks away and writes something down and then hands it to me. When I looked at what she wrote down it was the toll free number to Reed’s Customer Service!!! When I confronted her about this she told me that she couldn’t give me the direct number to her manager and that I needed to call Customer Service! After pressing her for the name of the person I needed to ask to speak with she told me Mark Schreiber, who is the District Manager. I stood in the store while I called the Customer Service number Ally provided. I reached a woman named Megan. I asked to speak with Mark and was told he was unavailable. Megan assured me that she would have him return my call but she would like specific information regarding the reason for my call to share with him. I explained my daughter’s situation to Megan and I also recapped the events that had just occurred in the store. Megan was amazing! She listened to my concerns, seemed sympathetic and assured me that I would receive a call back. After hanging up with Megan I felt somewhat relieved until Ally decided to engage with me in a negative manner almost as to try to provoke me! Can you imagine? ....this is the behavior of a store manager!!! Ally told me that she heard me say to Megan that the jewlery is new but that it wasn’t (she acted as though I were lying and she just caught me in a lie) because the jewelry had been sized. I told her that yes I knew it had been sized and that no one had asked me if it had been. Since they sized it and it hadn’t been worn I didn’t consider the jewlery not to be new. She said that it wasn’t “new” because it was sized and that she saw on the paperwork where they (Reed’s) had sized it. Again, trying to imply that I was lying!!! So, CONSUMER’S BEWARE, this store manager, ALLY PERCIVAL, SAID THAT THEIR JEWLERY ISN’T CONSIDERED “NEW” ANYMORE WHEN YOU PURCHASE IT FROM THEIR STORE AND THEY SIZE IT FOR YOU!!!!! To say the way that Ally acted was completely unprofessional is an understatement!!! There’s still no resolution to my situation. I never received a phone call from Mark Schreiber, the District Manager. I was told yesterday by Megan that Jason (no last name was provided), the Store Ops Supervisor from the Reed’s home office, would be calling me when he returns to the office - currently he’s out sick. Note: Jason did leave me a voicemail on Friday evening at 4:53pm saying that he was getting ready to leave for the day and when I immediately called him back he was already gone. I haven’t heard back from him or anyone else. I would not recommend this Reed’s location to anyone and I hope someone from the home office participates in an undercover boss type scenario so they can witness Ally Percival live in action for themselves!!! The way she is treating their customers and representing their company definitely needs attention!!!
1 7 years ago (01-05-2018)

Seriously, don't waste your time here. You can find nicer jewelry for cheaper at an upscale jewelry pawn shop. Half the staff is awesome which is why i gave 2 stars. The other half isn't and will try to upsale you well outside of your price range. I used to come here for years but after learning much about the company and what other local places have to offer in comparison, its a waste of your hard earned money and the customer service will become a waste of your time.
2 8 years ago (15-08-2017)

I was sent to Reeds for a repair and Received excellent and timely service to address the needs of my repair. In addition I was given expert advice, personal support from Ally and assurance that my ring would be taken care of. From start to finish I was treated with utmost courtesy and professional service. My ring repair exceeded expectations and added significant value to the ring! I will trust Reed's with my future jewelry needs.
5 8 years ago (01-05-2017)