KAY Jewelers — Local services in Goshen

What an odd and terrible experience. We will never shop at Kay's again. We went to this store a few weeks ago and there were 2 employees. One on the phone and one at the cash register (It was 6:40pm). Nobody was in the store besides my wife and I. The girl closest to the door and behind the register wouldn't even acknowledge our existence. The other girl showed us that she was on the phone and asked the other girl if she could help us. The other girl ignored us, said she was closing the register...then she said to us "what do you want?". We told her and she said "wait for the girl on the phone". We wanted to do a ring exchange but they said we would need to wait for a manager to do that, and that she would be in the next day. The next day we arrived and the manager was there but was unable to exchange our item. That was an okay experience, although we said we would come back to get a refund if we couldn't find someone to re-size it. We changed our minds and went back to get a refund. There was a gentleman who helped us that was very distressed. He would give an order to one of his employees, quickly change his mind, and then bark other orders to the employees. We were there at 6:30 and the man said "Hey Employee1, please start closing" then he said "Hey Employee1, please help those guests (that were already there waiting to be helpled lol)" then he was barking some other order to the girl. Very weird. I hope "Employee1" is okay because that would be a nightmare to work with. This was all due to a ring we purchased online that was on-sale, we purchased a size 8 (like all of her other rings) and it was too large. This Kay's location had a size 7 but refused to exchange it as it was no longer on sale. We would have to pay the price difference for the same ring, a size smaller. So between the stupid exchange policy and the crazyness that goes on at this location we will not be going to Kay's anytime soon. Please...

I tried to call the corporate number numerous times to tell them about this interaction today but kept being hung up on by Angelou.

I went into the store to have a cleaning and inspection on my rings and who I am assuming is the manager, Isabel, greeted me rudely telling me she would be with me, which was no issue. There was no one else but myself, her and an employee who was on the ground (I’ll swing back to this) She goes behind the counter and asks me what I want, I explain and she takes my rings and I ask if she will be cleaning them along with inspecting and she made a face at me like she was too busy and said she could do a quick clean on it…which Kay has always done at the time of inspection. I tell her that I’m sorry if I upset her by asking to have it cleaned and she walked away without a word to me. I then notice an employee on the floor trying to figure out a hospital to go to and I tell her I hope that she is okay and when she gets on the phone, Isabel walks back over and makes a snide comment about never having enough staff (the place was dead and I’m pretty sure she will continue to run off any potential customers, but I digress) and I tell her that health is so important but that I hope things get better, to which she barely deigns to respond to and hands me back my ring which clearly was not cleaned for more than a brief wipe off and essentially dismisses me from her mind.

I have pretty much always had great customer service at Kay’s, but this woman is probably the reason that this location is having a hard time keeping staff on board. Managers that treat everyone like garbage are half the reason companies lose good employees.

My suggestion is to find someone that doesn’t act like an interaction is a chore, pay them well, do the same with your employees and watch the...

I had went to get my engagement ring resized and because I had a surprise engagement I didn’t have much information on my ring and the woman working said she had searched all receipt history and didn’t find any information on my ring leaving me in a state of confusion when in reality she wasn’t doing something right because I have proof of purchase. She also said my ring couldn’t be serviced Because the stone in it was not a stone that Kay jewelers uses but with proof of purchase it shows from Kay jeweler. There were three people working the other woman working had her small child at work with her and was trying to sell jewelry to her boyfriend with a discount attached to the sale. It was not a very professional environment and I’m not happy with the customer...