KAY Jewelers — Local services in Arlington

So I bought a bracelet last year the end of January, never was offered any insurance when I purchased it. When I received it, it was to big so I went back to take it to Kay in store at pentagon city so they can send it back to get resized when arrived at the store they said I was still eligible for a lifetime warranty which i ended up purchasing. So now that I have insurance and sent it back to take a couple links out. When i receive it back it was still to big and I also noticed a diamond was missing so I had to send it back again for resize and I thought to get the diamond fixed. Instead they took the link out that the diamond fell out never fixed that but I was like it’s fine because I didn’t need it anyway cause I was getting it resize. I should’ve never did that. So recently my bracelet popped so I had to send it back they end up fixing it. About 2-3 days later a whole disk the diamond came out so I had to send it back again all this within a YEAR. So this time I take it to the store they say I didn’t have the diamond warranty which I never knew it was a different kind of warranty don’t know why the warranty i purchased was never explained to me. So the lady who worked there was explaining to me she can see it was never offered when i purchased it and probably because I did it online which should not make a difference so they said I would have to pay a small fee this time, but in the future get it inspected every 6 months. As many times as I visited the location to send it back to repair no one gave me this knowledge. So today I went to pick up my bracelet and it was a note attached to it that said could not fix because whole disc missing which makes no sense at all so I buy a bracelet yall offer insurance and then tell me my bracelet can be fixed. I spent my money and trusted Kay because they been out for years which I now see that means nothing. So I left my bracelet at the shop because for you to tell me it’s nothing that can be done it’s just unacceptable. They said the manager can only explain what’s next yet to receive a call or anything regarding this issue. But highly disappointed and do not plan to purchase anything else if this how this company handle...

DO NOT BUY FROM HERE!!! Terrible customer service, went to get a quote/ more information about a custom engagement ring. Literally had a picture and a costume jewelry version of it with me in the store. Sales person told me to come back for some jeweler event to look at pre designed engagement rings............not sure how "I want this exact ring" turns in to coming in to an event to look at pre designed settings. For context the ring I was asking for is not super common in terms of engagement rings. Oh and the cherry on top was that I had asked about using diamonds from another ring from Kay that was passed down and began the conversation with the statement that I've already asked about trade-in and that I wasn't going to do that because the value of the ring I wanted was no where near what I'd have to spend, yet they still tried to convince me...

Purchased a birthday gift for my wife online, which could be picked up at the nearest store or shipped to my home. Since time was of the essence, I decided to get the items delivered to the Kay Jewelry at Pentagon Fashion Mall. I WISHED I would have had the items shipped to my home. The store experience SUCKED to put it mildly. First, upon walking into the store there was some sort of staff meeting happening and they had the speaker phone enabled which could be heard by ANYONE and EVERYONE. I approached the employee who was able to help me. I was given a plastic bag with the items inside. Which as a gift of $340+ wasn’t wrapped or given some sort of better presentation. I had to ask for a box, also I had to ask for wrapping. The horrible wrapping job was given zero attention or effort. This was first and last time ever shopping at...