KAY Jewelers — Local services in Concord

THEY MESSED UP MY ENGAGEMENT RING!!! This was so overwhelming. I took my yellow gold engagement ring for the 6 month inspection on 09/21/24 to the Kay Store in Concord Mall because it’s the closest one to us. The estimated pick up date was 9/28/24 but I waited patiently and finally got a call/email confirmation that the ring was ready to be picked up on 10/04/24. My fiancee and I picked it up on 10/06/24 and to my surprise THE RING WAS SILVER!!!!! I immediately told them it was the wrong color because mine was originally YELLOW GOLD. The employee, Hoga, kept telling me that it was not my ring and they had mistakenly sent back the wrong one. It infuriated me because my ring was custom made and I knew that WAS my ring but in different color. I even showed her a picture of how my ring looked like originally and she kept saying it was not it. She said she’d send the ring back. I asked to speak to a supervisor but no supervisor on-site because it was a weekend. Hoga asked me to send her a picture of the certificate as a text message and to call on Monday. I sent the certificate via text message and called on Monday. I arrange a time to speak to the manager in person. I met with the manager Sabra on Monday evening. She confirmed it was my ring and that they messed up the color. She then informed us that the ring was sent out to get fixed. I expressed my concerns regarding messing up the ring chemistry. She bragged about her expensive ring and explained she changes the color all the time and that nothing bad ever happens to it. She even offered me a job. In which I thought it was very unprofessional because I was not there to get a job; I was there to find a solution to the issue they had caused.

We then picked up the ring again on 10/15/24. The ring was a faded yellow gold when we picked it up. It had some scratches and imperfections that did not have before. The ring was dirty and dull. Even though I was not happy with the results, I took it home because I no longer trusted them to make it right. I took pictures and I noticed how it was starting to turn silver again after a couple months of wearing it. I then called customer service on 01/06/25 and Stephanie suggested to go back to the original store where it was custom made (Kay in Fairfield, CA). Stephanie sent an email to the District manager Darren on that same day, but I did not hear from him at all. I went back to the original store on 1/11/25 and explained what was going on. They took the ring and come to find out that my yellow gold ring was covered in multiple layers of rhodium to make it silver and they gold platted it when it was returned back to get fixed. They explained that the reason why it was turning silver again was because they did not shave off the multiple layers of rhodium. I received my ring back on 01/21/25 but my ring still looked a faded yellow (silver in some spots). They returned it back to the shop for a second time. The ring was sent back 2 times to finally get it to its original yellow gold. I picked it up from the Solano Store on Saturday 2/1/25 and my ring finally looks its original color. I am so grateful for Aya at the Fairfield mall. She was able to LISTEN to my concerns, SHOWED empathy and PROVIDED a plan to get this issue resolved. She kept me informed throughout the entire process. Even though the issue was not from her store, she did everything she could to RESOLVE IT. It was a rollercoaster or emotions. I was overwhelmed. it took a lot of emotional and financial distress. We shall see if this indeed is a permanent solution. I am crossing fingers that it does not get messed up again.

To conclude, the customer service at the CONCORD store is horrible. I DO NOT RECOMMEND IT AT ALL. DO NOT SHOP NOR SEND YOUR JEWELRY FOR REPAIR AT THIS LOCATION. Pic 1:First bought it Pics 2 and 3: Got it back Silver Pics 4, 5, 6 and 7-turning silver, scratched and...

I’ve been coming to Kay’s every 6 months for 18 years for my wedding ring inspections which are under warranty. I came in on 1/24 for a crack in my ring setting and the manager Sabrah Saki was extremely rude. For some reason my engagement ring was not showing up under my account information even though I had come in on 1/2 for my inspection, which went perfectly fine. This was not an error I created, this was an error with their system and the manager looked at me with such disdain and annoyance like I was the cause of any problem. When my husband purchased the engagement ring in 2007 on leave from a tour in Iraq, for some reason our paperwork and their system said yellow gold solitaire, while it is fact platinum. The manager would not help me because my paperwork and my inspection confirmation email said yellow gold, even though there are visible notes under my account that my ring was NEVER yellow gold, she acted like I was lying about the whole thing, and made the process as difficult as possible. At one point she even asked me if it was a topaz solitaire, no idea where she got that idea from. And at another point in this horrible encounter I didn’t know where my rings were and when I asked her “Where are my rings?” she made this stupid gesture with her hand to blow me off and said “I got em.” I said “excuse me?” And she repeated the same action and sentence. She would whisper to her coworker and point aggressively towards me and my 2 young daughters like we were being dishonest. She asked me when exactly my husband purchased the rings aggressively, fortunately the purchase dates are on my inspection confirmation email, which I showed her repeatedly and she took probably about 6 pictures with her tablet of the same email again and again. She said she couldn’t help me that day because the confirmation email did not match the ring, that I needed as much information as I could gather from when my husband purchased it 18 years ago, old phone number, his full name and his old address. And to come back the following Tuesday with the original receipt. Luckily for me I kept everything and came in before Tuesday hoping not to have to deal with her horrible self, with the original receipt and a receipt saying that it was in fact PLATINUM. She saw me and my daughters approach lifted her smug nose up in the air to glare at me and says “oh you’re back,” then told the only other employee there to handle us because we were there Saturday, she was wrong again, we were there Friday. She then walked to the back of the store and hid behind the register the entire time. The only good thing I have to say is about the gentleman who helped me today named Devin. He was extremely helpful and polite. He quickly added my ring back into my account, took pictures of my original receipts and created a ticket to send my rings out for fixing. It was amazing how quickly and easily he handled everything, which took maybe 15 minutes compared to the stress of dealing with Ms. Saki for almost 45 minutes, I left her feeling panicked and worried that I wouldn’t be able to get my rings fixed. It made me never want to go back there again, if my rings weren’t under warranty I wouldn’t. Devin is awesome, 5 stars to Devin for being professional and kind, but I’m going to give the store manager Sabrah Saki 1 star and that’s being generous, she should not be in the position she’s in. She should be inviting and welcoming, making sure all customers are comfortable and know that they’re in good hands. She failed miserably, and should not be in a manager position whatsoever. Very unprofessional woman especially to treat me the way she did in front of my 2 children as they stood and watched her point at them as well. We were all extremely...

The women here were VERY rude and someone from this store keeps erroneously reporting reviews to get them removed (it happened to me). Disgusting behavior for a company. I'm re-writing my review that they lied about and had removed because it's an honest customer experience and they have no right to try to silence our truthful experience!!

On Sunday, Dec 11, 2022, my fiancé and I drove to this Kay location in Concord to get our engagement rings and wedding bands cleaned and inspected, per the warranty requirements that state you need twice yearly inspections. The store was not busy and some of the women were just sitting there. The woman who talked to my fiancé said that they refuse to clean or inspect our rings because it was a weekend. They said we need to make an appointment for Monday - Friday, but they refused to schedule an appointment with us. They said to leave and call back during the week to schedule an appointment. They were unfriendly and unhelpful to customers who spent close to $10k at Kay Jewelers in one year alone.

Additionally, we did try to schedule an appointment, but they don't answer their phones! They're really making it difficult to keep your warranty up to date, and I can only speculate as to why they are doing that.

I think thus Kay location has the worst customer service we've ever seen from a luxury brand. We used to go to another Kay location in Sacramento that was very accommodating and always happy to help us clean and inspect our rings. The other locations we've been to were happy to do warranty checks and cleanings on a drop-in basis because they recognized that we'd invested a great deal in their store and wanted us to return in the future for additional purchases.

We will never return to the Kay location here at this specific location. The way they treat customers is bad enough, but the fact that they reported my...