KAY Jewelers — Local services in Fairfax

Came into Kay’s to pick up a repair. When I came into the store I was the only customer and there were 2 associates including the manager Vincent. One associate was on the phone and indicated to me that I should speak with the other associate who I now know is the manager. Vincent was also on the phone and was heading into a back room as I approached the register and I’m not sure if he saw me as I’d entered so I stayed at the front desk waiting for a few minutes to see if he would come back. He didn’t so I rang the bell, still nothing. At this time another customer came into the store and the first associate asked them what they’d come in for, he looked over at me still by the register and asked if I’d been helped. I said no. He said ok and continued to help the new customer. Vincent came out of the back, walked over to the other associate said a few words and then went to sit at the desk behind the register. Not acknowledging me whatsoever. I was on the phone at the time, talking to my mother about my experience of the associates ignoring me. The other associate finished up with his customer and came over to the register and said to Vincent, she needs help. Vincent said well she’s on the phone and it’s rude to talk to someone when they are on the phone.

Are you kidding me?? You haven’t even acknowledged my presence, made eye contact with me, I’m standing at the register obviously in need of assistance and the MANGER can’t even say hello, welcome to Kay’s ???

Once my presence was finally acknowledged, I said I was there to pick up a ring. Vincent asked me if I had the pickup receipt. I said no, he said there was nothing he could do then. I pulled up an email I’d received and showed him I could pick up my ring with the pickup receipt OR this email that I was showing him. He asked for my photo ID, I provided it and he said they did not have my ring.

Now the reason I know my ring was there is because the jeweler I purchased the ring from and who sent it off for repair is in another state and she’d shipped it to this store and confirmed receipt even though they never called me to pick it up.

I said OK and I asked for his name and card, he shrugged and told me they don’t have cards, I pointed to a blank card sitting behind the register and asked for him to write his name on it. He did, and I left. I called the other jeweler and she told me to wait in the mall she would call because they did have the ring.

As they were on the phone with her locating the ring, do you think Vincent came out or had the other associate come out to tell me that they were looking for it? Or that they had found it? OF COURSE NOT. Even though I was standing two feet outside of the store watching the entire thing.

Well, I got my ring and the number to call corporate and make a...

I love Kays and have several pieces from there . That being said, I am pretty frustrated with this location. I don’t know if the staff is overwhelmed or tired but the first visit to get my engagement ring resized was a mess and the second visit to pick it up was just frustrating.

First, the lady was training two guys and okay fine but me being heavily pregnant I was hungry and tired so the process just seemed to take long. Then she told my fiancée they couldn’t find his purchase of the ring in the system (purchased at Dulles mall) or the warranty information and insisted he come back with a receipt. How does the same company not have the information across their systems? My fiancée was very obviously annoyed but one of the guys finally sorted it out. I get my finger sized as I’m explaining “i am a 6”, she kept insisting my size was bigger but I definitely know my body. I am swollen due to pregnancy. She didn’t even try the size 6 and just went straight to 6.5. Then she asked me if I wanted 6.25 or 6.5 I said fine 6.25. Pregnant tired and hungry I just wanted to go.

We go to pick up the ring almost two weeks later & its sized to a 6.5! So I can’t wear it! I am literally being induced on Sunday the 31st and wanted my ring before our baby came, but now I have to wait another two weeks for it to be sized to the size I wanted in the first place. The male associate for the resize was nice enough but I think maybe still new? The sizing process is not clear or concise. You’re telling me the same sizes over and over but the fits are different. Why does one size 6 feel fine and another you have me try feel too tight? Explain the process to customers so they can make a fully formed decision. I left pretty upset and agitated which is not what any pregnant Woman needs...

worst costumer service i have ever seen, Dollar- Three is better then this place. I have ordered an anklet from online, and shipped to the store for pickup. First I received an email that my item is ready for pickup and I went to the store for pickup my item and ASHLEY SNIDER the store manger took like 30 mints and she said your item is not here, and come back. And i left then called after few days and a lady said your item is here and ready for pickup. When i picked up my item and it wasn't the way it looked on the picture so i wanted to return it. TERI DARDEN-PENDERGRASS assistant manager said you can't return it now bcz it doesn't shows in the system. you need to come back after two days. Then i left and come back to the store after two days and ASHLEY SNIDER the store manager said the item still doesn't shows in the system, and we can't return it. So i requested that i have been here two times and you guys have taking my 45 mints each time. please contact costumer service and get help. ASHLEY SNIDER the store manager said with ATITUDE that they can't do anything come back another. And i left that day and come back after a week, then TERI DARDEN-PENDERGRASS assistant manager was helping me with return, AGAIN she said i can't return it bcz it doesn't shows the system. Again i asked please get help with somebody or costumer service and return my item, she took more then 2 hours- and of course she said i can't return it, and she SAID that she doesn't have patient to deal with this, and go come back another day. Finally i called costumer service my self right being in store, and they were able to help me. I WILL NEVER SHOP AT KAY JELLERY STORE SPECAILY AT...