KAY Jewelers — Local services in Colonial Heights

Bought two watches - a Movado Museum for myself and a Movado Evolution 2.0 for my wife. At first, everything went well. The employees were attentive and the store had good selection to choose from. After spending almost $2k the customer service went downhill. We were told after purchase that both watches needed to be sent off to have links removed. (Later told from chesterfield town center location it can definately be done in store just like every other one we've purchased previously).

We purchased both watches on the same transaction on February 16th. We asked that both watches be shipped to the chesterfield location for pick up closer to where we reside.

My wife's watch arrived March 14th, 26 days later. My watch which was ordered same day, same time was not available for pick up. Also, the watch wasn't sent to our side of town as requested even though we were told "absolutely, no problem" by Bobby. Although frustrated, I asked if my watch we were waiting on could be shipped to our side of town to prevent another lengthy drive. I was told "no problem, we'll ship to chesterfield for you".

Let's fast forward - this past Friday, March 21st my watch still hadn't arrived and was past due. I called the store and a young woman fed me a line about how "because there's a service charge, we had to wait to get it approved". I inquired why my wife's watch had no delay when both were purchased same day, same time, etc. Obviously the ball was dropped, but I remained patient. I then asked if she could confirm that this watch would be shipped to chesterfield since the last one received did not. She told me no that it was being shipped to southpark. So this is the third miscoordination from this gentleman here. They said the watch would come in by Tuesday, March 25th and they'd then ship it to chesterfield but that could take another week. Tired of excuses I told them I'd just come to southpark to get it. I finally received my watch today, March 27th - over a month later after standing in the store without even being greeted while waiting in line. I will never purchase anything from this store again and my money will be going to Jared. Get it...

Nightmare ring and dismissive employee -NEVER WORK WITH JENNA!! My fiancé and I recently went to this location due to issues with my engagement ring. He bought the ring in June online and proposed towards the end of July. Having the ring for less than 12 hours one of the stones had fallen out. A week later we take it and get the stone replaced easy peasy. They had to ship the ring off the be fixed and we didn’t get it back until three weeks later. Fast forward to the beginning of October the same stone fell out again -note that we have had the ring for 4 months but I’ve only been able to wear it for about 2. My fiancé and I go to this location to get it fixed again and are told this time we have to pay to keep getting it fixed because they cover diamonds but not the metal work. The associate that we worked with was very nice but admitted that she was new and we could talk to another associate that had more experience when she completed with another customer. We waited for about 25 minutes patiently to speak with Jenna. We were immediately met with contempt and a dismissive attitude when we made it clear that we did not want to upgrade or spend more money (why should we when obviously there is a defect with the ring). I don’t know if it’s incompetence or ineptitude, but Jenna obviously does not know how to handle a customer service situation (which would explain why she is a seasoned associate but in no position of management). I was essentially told in a condescending manner that it was my fault the stones fall out and we’d need to pay in some form or another to get the ring fixed or replaced. I would recommend never going to this location but if you have to NEVER work with Jenna since she obviously only cares about a sale but never about a solution. I was reluctantly given the number for the assistant manage with whom I will attempt to resolve this situation but buyers...

Sure! Here’s a polished and warm Kay Jewelers review highlighting Miss Vera and Mr. Bobby:

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⭐️⭐️⭐️⭐️⭐️ 5-Star Review for Kay Jewelers – A Truly Memorable Experience with Miss Vera and Mr. Bobby

I recently visited Kay Jewelers, and I couldn’t have asked for a better experience—thanks to the exceptional service provided by Miss Vera and Mr. Bobby. From the moment I walked in, they both greeted me with such warmth and professionalism that I immediately felt comfortable and valued.

Miss Vera was incredibly knowledgeable and patient. She took the time to understand what I was looking for and walked me through different options without ever making me feel rushed. Her eye for detail and honest advice helped me make the perfect selection.

Mr. Bobby was equally amazing—attentive, courteous, and clearly passionate about helping customers find exactly what they need. He answered all my questions thoroughly and made sure I understood everything about the piece I chose, including care and warranty details.

Together, Miss Vera and Mr. Bobby made what could have been a stressful buying experience into an enjoyable and memorable one. Their teamwork and dedication to customer service were outstanding, and I left the store with not just a beautiful piece of jewelry, but also a lasting impression of their kindness and professionalism.

If you’re shopping for something special, I highly recommend stopping by Kay’s and asking for Miss Vera and Mr. Bobby— you’ll be in...