KAY Jewelers — Local services in Bowie

Awful experience; Awful store; Awful customer service!!

If I could rate it with zero stars I would...

I went in to get a custom engagement ring back in December 2016, from the store here in Bowie, MD. I already had an heirloom diamond, but wanted a different setting. I ordered a custom setting from them on December 8, and was given a ''promise date'' of January 8. January 8 comes around and I don't get a phone call from Kay letting me know about the ring. I call the store on Jan 8 and nobody knows where the ring is, I'm told it ''should be here Monday or Tuesday." So after being delayed and ME calling the store everyday, I get the ring 5 days after the ''promise date." The agent tells me there were some defects that she wasn't happy with and that she would order a new ring after the engagement.

My fiance and I go back into the store on Jan 21 and spoke with the agent. After our discussion, we ordered a new setting (the same ring) and in the correct size (it ended up being a little too big); we were told it'd take 10 days. After 12 days I still received no phone call, and called the store. They ordered it wrong, and it was delivered in the wrong metal....but nobody from the store decided to call me and tell me that, instead they tried to keep me in the dark about it all. I was told it would take another 10 days for it to come in. That should have put us at Feb 17, but they were ''delayed'' because "Valentine's Day is their busiest holiday."

Feb 26 comes and I've had enough; no phone calls no updates, nothing. I went to corporate. After being assigned a case specialist and several back and forth, we were told that the vendor ''ran out of the metal'' and that we needed to order a new setting altogether. Now when was Kay gonna tell me the vendor ran out of metal and that my ring would be delayed?? Ever? The store was blaming the vendor, the vendor was blaming Kay; nobody was taking any responsibility for their incompetence. Nobody was giving us a straight answer, they kept jerking us around and leaving us in the dark. We had had enough. We had my heirloom stone removed, returned the setting to the store and got a full refund.

The best part, is there was no apology from the Bowie store manager, she had no idea we were there to get a refund, she was completely out of touch with the issues going on at her store. They already had my money, and didn't care about my satisfaction or resolving the issue. Through the entire process, I made over 20 calls to corporate and the Bowie store....I received 3 phone calls in return from Dec 8 til March 13....1 of those calls was soliciting me for more money!!!!

Don't waste your time or money in that store...they don't care about you or your satisfaction, they just want your money...

Went in to do a return of two rings we had gotten online after going to the Lanham store being there for an hour and the young man was not able to complete my transaction because my credit card was expired (called Kay’s they said it would be 7-10 for a new card why they never sent me one I have no idea hadn’t made a purchase with them since 2022 my card expired in 2023) so I asked him could he use my id or could we call Kay’s he said no we must have your new card to complete purchase so we left disappointed went home and was able to order bands online with my expired card unfortunately they didn’t work out with my wedding ring so I had to return them Once at the Bowie location I got to the counter and was greeted by Kim who did my returns once completed I asked could I look at bands and explained if I did find something we may not be able to complete purchase due to my expired card she said no it should be fine I’ll just used your drivers license I said ok I offered that at the Lanham store and was told no needless to say Kim made it happen she was patient and kind and I walked away with everything I needed going forward Bowie will be my Kay’s location of choice...

I had a mixed experience at Kay Jewelers today while shopping for a baby's first earrings. Initially, I spoke with a male associate, though I didn't catch his name. Unfortunately, I felt a bit uncomfortable during our interaction. When I explained what I was looking for, he told me that all the diamond studs were for adults and didn't mention that they carried baby jewelry. I wondered if he was disinterested in assisting an Asian customer with a modest budget of $100 to $200.

However, my perspective changed for the better when I decided to give the store another chance. A female associate, stepped in to help us. She understood our needs and guided us to the perfect earrings for the baby. Her excellent service made all the difference in our shopping experience.

While I'll always remember how the male associate initially treated us, I'm grateful for the female associate's assistance. It's essential for every customer to feel valued, regardless of their budget or background.

**added later. Hello Ms. Littlefield. I tried calling you repeatedly but somehow kept dialling...