KAY Jewelers — Attraction in Ocala

My previous experience when buying my wedding band was so awesome in june 2020. While I was in there I inquired about having my engagment ring inspected/cleaned and she apologetically told me they weren't doing inspections currently per corporate. I had no problem with that. Since it's now 6 more months, I went online to look into inspections and they said stores are open and allowing appointments to be made for inspections. I arrived at the Paddock Mall Kays for my scheduled appointment and while waiting saw about 6 mostly handmade signs discouraging inspections and that the warranty is extended until end of Jan2021. A young girl approached me giving me all these reasons why they would prefer holding off the inspection in which I politely stated that i made the appointment online which stated they are taking inspections and since it has been a year I really would like my ring taken care of. They did the inspection and the manager (im pretty certain she was a woman of authority as the young girl kept asking her questions and she seemed to run the store) came over to update the dystem with my info and told me " no offense, but I dont understand why people are coming out to get their jewelry inspected during a pandemic.. It is dangerous for us to be handling people's personal jewelry" I replied with the info from the website in which she argued that one of her signs were printed from the website... I didn't say anything because I did not want to argue. This was a really poor customer service experience and needless to say I won't return to this store to deal with her rude...

Horrible experience at this store. I have a ring that has been losing the same diamond repeatedly. The whole ring was replaced and they claimed the ring had a defect. So, I came to this location after the Diamond had fallen out for a THIRD time and the guy tried to help by giving us solutions because the warranty check we did in Destin wasn’t showing up. We travel Florida and are able to stay in different places due to our real estate business. Kelly stated that we needed to stay in on place to have inspections done. 😕The “manager “KELLY kept being very negative and only wanting to tell us the worst case scenarios or kept repeatedly interrupting the guy that was helping us by saying “it’s out of warranty “She also kept stating how expensive it would be to be fixed as if we didn’t have any money. (I’m African American 🙄) she loudly said “this will be very expensive and the Diamond will have to come from across seas.” The ring is over 8k Kelly I’m sure we can “afford” a repair if needed 😒. The young man explained that we still have the extended warranty and that it could help with repair. She kept rudely trying to stop him from explaining our options and said she had 15 years experience which is not reflecting in her customer service. I will never visit this store again. She also kept saying how other customers needed to be helped instead of helping us with a solution. Kelly needs training for working with people of color and treating them...

I was rather disappointed with the service I received at this location. There was a more mature lady there that was very pleasant and she is the reason I gave them any stars. The younger lady that was there allowed me to stand waiting while she was was assisting another customer and never acknowledged my presence. An older couple walked up after my 30 min wait and she nicely turned to them and said, "I'll be with you in just a few moments." I was shocked and through my mask 😷 I said "wow"! The customer the rude associate was assisting felt so bad she acknowledged me by saying "sorry for taking so long." I told her it was ok. It definitely wasn't her fault, because no one wants to rush with purchasing jewelry...at least I don't. Finally the rep assists me and then totally disregards the old couple that she earlier told she would be assisting. No she didn't forget them, she just seems to help who she wants to help. I don't feel it has anything to do with race, national, or otherwise. Im a black woman and the older couple were white and had to be in their 70's. I felt so bad for them, because they had to wait almost as long as I did.

In this pandemic its important to make customers feel welcome and want to return to your store to shop. If others feel or get the same treatment I did, they may decide to shop online or go to another location. That could then result in this location being shutdown due to under...