Malak’s: Where the Customer is Family

Customer Service

Walking into a jewelry store is an exciting experience. The glass display cases glittering with gold, silver, diamonds, and other assorted jewelry can sometimes overwhelm a person's visual sense. Malak Jewelers - located in the Arboretum Shopping Center in Charlotte - is by no means typical and indeed impressive. Simply put, it stands apart. Perhaps the most striking thing about Malak Jewelers is, however, something quite simple:

Sam.

That’s right.

Sam.

In an industry that is obviously associated with glitz and glamour, Sam is, in many ways, the embodiment of this local, family-owned business. The business owner, Assad Malak, who refers to his staff as 'consultants and advisors' (not salespeople), puts the quality of customer service and the relationships that his business builds with people before anything else.

On that end, Sam is often the person with whom many customers work when they're in-store.  He helps them find the perfect jewelry piece, whether that be an engagement ring, a wedding band, or a diamond. He'd probably be the first to tell you that Malak Jewelers has the best diamond stud earrings Charlotte NC has to offer.

A recent customer recounted his in-store experience with Sam and another store consultant, Anita. They were pretty much able to determine that his client was not quite ready to buy and offered no pressure. Sam listened and walked him through what he thought would be best, based on the customer's wants, needs, and budget.

Malak Jewelers is so confident in the exceptional nature of its buying experience that it does not use conventional means of marketing and advertising and can, therefore, eliminate any extra costs in the retail price of all of their beautiful pieces. Over the years, it's become clear that the best diamonds of Charlotte can be found at Malak’s Jewelers.

That customer service is at the heart of their business model is apparent in the company's slogan on its Facebook page: "Where the largest selection of diamonds, engagement rings, and fine jewelry in the Carolinas meets exceptional value and unprecedented customer service." The degree to which Malak's strives to make that slogan a reality begins well before he or she even enters the store. Malak’s website is as beautifully-designed and appealing as the store itself. Not only can a prospective client browse through the entire selection of the type of jewelry for which he or she is looking, but there are also elements of the website that allow the customer to become educated about the jewelry industry

.

In addition to its website and its Facebook page, Malak Jewelers' online customer service presence can also be seen on Twitter (@Malak_Jewelers) and Pinterest.

 

Mr. Malak

From where did Assad Malak's success and emphasis on customer service originate? That's a simple answer: He learned from his parents back in his home country of Egypt about the industry and the importance of ensuring that customers can find the perfect piece of jewelry.

Having absorbed all of that, Mr. Malak had his own retail jewelry business by the time he was 14; by 1980, he had emigrated to the United States and had set up shop in New York, and in 1997, with both his family and his business growing, he packed up everything and relocated to Charlotte, where Malak Jewelers has been a staple of the Arboretum for over 20 years.

It's evident that Malak Jewelers has become the jewelers in Charlotte NC to whom most people look for the best selection, quality, and service.

 

Media

Malak Jewelers has been so successful over the years that they've been featured in various forms of the media. In addition to an interview on Charlotte Five (charlottefive.com), they’ve also been highlighted in both online and print publications:

●      The Knot

●      Southpark Magazine

●      Luxe Lifestyle

●      Ballantyne

●      Weddingwire

●      Carolina Bride

●      The Charlotte Jewish News

●      Saathee

Channel 9 in Charlotte even did a short piece on the store with regards to re-opening following the COVID-19 lockdowns. During which Mr. Malak explained how the interruption changed the nature of the business and keeping the store exceptionally clean during these uncertain times.

 

Charitable Giving

Mr. Malak and his staff have become such an integral part of the Charlotte community. In addition to providing the best jewelry selection and service, they also give back by donating time and money to local charities, a list that includes the following:

●      The American Heart Association

●      The Jewelers for Veterans Foundation

●      Charlotte Catholic High School

●      Jewelers for Children

●      Hadassah

●      Harpers Hope Foundation

●      Central Church

●      Rea View Elementary School

●      Temple Beth El

●      St. Jude Children’s Research Hospital

●      St. Matthew Catholic Church

●      St. Nektarios Church

●      The Susan G. Komen Foundation

●      Toys for Tots

●      The Foundation of Shalom Park

●      The Ronald McDonald House of Charlotte

 

Malak Jewelers and the Community

The relationship between Malak's and its customers is one in which the staff consultants and advisors want people to understand, more than anything else, that they are there for their clients during those special times in life.

There are cases where couples who purchased engagement rings in the past now have children who are customers themselves. The staff tries to instill their belief that a diamond isn't just a purchase; it's an investment, an investment in one’s family, family history, genealogy, and traditions. There’s no doubt that diamond rings are passed down through generations, and Mr. Malak tries to ensure that that ring will be one that will age perfectly and with grace.

After all, as Mr. Malak says, “No one wants a microwave for Christmas!”

He maintains that his greatest pleasure in running his business is that opportunity to watch families grow and become long-standing pieces of the Charlotte community themselves, much like jewels in their own way. Generations pass, customers become family, and at Malak Jewelers, they're treated as such.

Different season call for different gifts. In either case, Malak Jewelers is ready to help with all of the special purchases.  They'll be happy to answer any questions or to get a process started at (704) 341-1188.