KAY Jewelers — Local services in Highland Springs

Absolutely disgusted with the they do business here. Spent almost 7000$ on an engagement ring from a levian show, sent the ring to be resized and was told it should only be 2 weeks before I get it back but was given a "promise" date of a month out. After 2 weeks I began to call and ask about it and every single time I talk to someone I get a completely different story. I did my best to remain calm and respectful but another 2weeks later and still no ring and still getting a different story every time I call. The "promise" date is now tomorrow and I've been calling everyday for the last 3 days because I was told 3 days ago it had shipped and would be there in a day or 2. Now today I'm being told the ring hasn't even shipped yet and they are calling levian for the first time to check on it and that they say they'll ship it Monday (3days after the promise day) and it should be wendsday (5 days after the promise date) even tho I've been constantly told for 3days it had already shipped. I made alot of plans based off the dates they have given me and it's all to ruin and the attitude I've gotten from them is shrugging it off like they don't seem to care. They got my down-payment and a contract and treated me like I was their problem or concern. Disgraceful, dishonest, unorganized, unprofessional, an all around displeasure to deal with. Would absolutely not buy from them again.Would not recommend to anyone else 👎👎

update

2months later and I still haven't received the certificate of authentication. Called over a week ago and asked about it. Was told I should get it within a week. Today when I called back they told me levian handles it and asked me WHY I WANTED IT?!?!? This whole place is shady. Save yourself a headache and go...

My husband and I walked into this location over the weekend. As we walked in we were standing by the door when a woman turned and yelled over her shoulder “sign in on that paper.” No hello, just shouted her demand and turned back around to what she was doing. We signed in and proceeded to follow the arrows around to the earring section. Walked past the “screamer” and a second employee who we didn’t immediately realize was an employee. We stood by the earring section and waited to be acknowledged. A man in a mechanics shirt and a winter hat walked out from the back, finished with some other patrons and then yelled from across the store, “what ya need.” Smh... We told him we wanted earrings for our daughter. He responded by spinning the jewelers box that contained children’s jewelry and saying “you need to go to piercing pagoda. They’re part of Kay. They will have what you need.” I followed up with “will they accept our kay card and do they have children’s jewelry.” He said “yeah.” We left and went to Piercing Pagoda a couple days later. To my surprise, they are not an affiliate of Kay and could not pull up our Kay card information with their system.

I don’t know what Kay is going through but the customer service offered by these associates is so much different that it use to be. We have spend 10s of thousands of dollars at this location and they have now lost loyal customers. We deserved...

Had a great experience working with Lora (and David previously) at the white oak location. I, unfortunately, needed to do a warranty trade in on my engagement ring due to high risk repair that wouldn’t work out and this was the best decision for me (buy the protection plan!!). David had to explain my options/process to me in detail since we were not planning to “upgrade” for a few years. We had something in mind from our quick visit to look for a replacement and when we came back, Lora had a surprise piece that I was not prepared for! I had the hardest time deciding between the two but ultimately went with the more cost conscious option (that we were prepared for) that allowed me to add a new band as well. She gave me the space I needed to debate on it and was very encouraging of me taking time to be sure. Great customer service from everyone here and will certainly continue to work with them...