KAY Jewelers — Local services in Halfway

I do not normally leave poor reviews, but Kay Jewelers in the Hagerstown Valley Mall deceived, lied, and overcharged my husband and I. I had a custom diamond band created by the store manager, Frank, with his assistant manager Robin assisting. My ring specifications were 1.00 total carat weight for 5 F color natural diamonds with VVS2 clarity, with an 18kt white gold band. Frank assured me that I would receive certification paperwork and the details would reflect on my invoice once the ring was ready. It was already suspicious that he kept saying we couldn’t get an invoice even after payment agreement, but finally the ring was ready. The diamonds did NOT look anything like an F color, nor did they have the appearance of higher clarity. So again, I requested my certification paperwork, which Frank promised to email. Over the years, my husband and I requested our invoice or itemized receipt for my custom band, yet we were told we would get a call or email back, the system was down, or it was being mailed. Finally, after a friend pointed out that my diamonds seemed to be less brilliant, we brought the ring back to Kay to have it inspected. The report showed huge discrepancies. Basically, the diamonds I ordered and approved for sizing were seemingly swapped out for almost the lowest quality. We paid extra money to be shorted on the color, clarity, and total weight of the diamonds. 0.7ct total weight, I2, and H-I color. We paid $400 per diamond to upgrade them. Would anyone pay $2000 for included diamonds?? I am absolutely heartbroken and angry that my lifetime dream ring was not as promised. The Hagerstown Valley Mall location had two other customers complaining of the same issue of their diamonds being swapped. Many local people have complained and had similar stories. This is absolutely outrageous, and I sincerely hope that customer care will help. How many more people are there that have been victimized? How many more will there be in the future? I am hoping that Customer Care will rectify this matter. I am posting this honest review because others need to be informed and make educated choices when choosing their jeweler. Anyone wanting more detail of my horrific experience and progress toward a solution, please don’t hesitate to message me. Will Kay Jewelers make their efforts to retain their customers? I will keep you all posted with updates....

My fiance purchased my engagement ring from Kay. It is beautiful, however my first disappointment was prior to taking my ring in to get it sized I noticed in the receipt that there was absolutely no description of my diamond. So I was a little hesitant giving it back to them to send away to be sized. How do you know or prove if they switch out the original diamonds if you don't even have a description? So I called prior to dropping it off and asked for a description along with the cost that I might add to my homeowners policy. I asked if it could be ready when I dropped it off and was told yes. I took it in and they did not have the description and there was no one there that was able to do it. Hesitantly I left it with them anyway and asked that they would have the description ready when my ring was ready for pickup. It took 2 weeks to get it back and again no description with it and the manager who handles that was not in. 3 weeks later my diamond fell out most likely from the sizing. I called them to let them know I would be in the next day and asked again about a descriptive write up to give to my homeowners. Got to the store to drop it off and "Nothing!" Trying to be understanding I hand my ring over and I am advised it will be 2 months to fix it? 2 months? So in a 3 1/2 month span, I will have had my ring for less than a month. Then the sales rep took my ring to the microscope and said everything else looks good and follows with the date it was purchased and that the warranty will only cover it if I follow inspection with a tone like I did something wrong. At this point I shared my disappointment and they had me wait while someone finally took less than 5 minutes to write up a description of my ring with the value. 5 minutes, but yet it took how many request. Oh and the 2 month wait is policy I was advised. I would strongly recommend to any business that has a disappointed customer to refrain from using the term policy. I advised we regret our purchase with Kay jewelers at this point and will NOT be purchasing our wedding bands there. I like to sleep on things do it took me 4 days to decide to give a review. I do not like to do things in haste, but now you can decide for yourself if this helps you decide where to purchase...

I usually don’t do reviews but the way they treated my partner I felt it needed to be said.

My partner went to their establishment and was treats rudely and unprofessional the second he walked up. He was looking for a ring for me and was trying to talk to one of the employees and when he asked for pricing he was told “it’s not like you could buy anything”

Are u kidding me!!! This is so unprofessional for a business. I then later on tried to call the store and talk to a supervisor or at least a general manager. My calls were left ignored and also hung up on before I could talk to anybody. This is disgusting and disgraceful to know that my partner was discriminated against and treated as if he couldn’t afford a place like this. I’m completely appalled by how they have taken things… my partner is a very honorable man and deserves better then to be treated like dirt on the bottom on your shoe.

I will be calling again and hopefully get in touch with somebody… not expecting anything to come of this but I sure hope they keep a better eye on their entitled employees… everybody deserves the same service no matter the...