KAY Jewelers — Local services in Martinsburg

I took two rings in to get inspected. I knew there was one small diamond missing out of both, but I did not mention that to the lady helping me. She takes both rings and inspects them under the microscope. She says to me, “They both look really good, tight, nothing lose, everything intact”, and proceeds to clean them. Now, anyone could have clearly seen the tiny diamond missing out of both rings. I tell her that there are diamonds missing out of both and she says, “Oh my gosh, you’re right. I’m so sorry.” This tell me that these people are uneducated and need better training if they’re going to be working in a jewelry store.

This is like the sixth time I’ve had to get this same ring repaired due to a diamond falling out, and they still have not replaced the ring. I get it back each time and continue to wear it and it keeps happening. I was told years ago that the ring would be replaced if it kept happening, but nothing has been done! I was even told one time when I took it in to be repaired that I would have to pay for the stone, even tho my husband paid for the lifetime insurance. I kept it for over a year in my wallet and when I was in Kay Jewelers at a different location she told me that it wasn’t true and I did not have to pay for anything and put in a repair request for the ring and even had it sent to my location for pick up! Since that repair another diamond has again come out, which leads me to today’s visit....

I purchased a ring on September 1 and was told by the Queenstown, MD Kay Jewelers Outlet that it could be ordered in a size 6 and then resized down to 5 3/4, and that I could also switch the gemstone from sapphire to aquamarine, they told me to let the Martinsburg store know as well. They shipped the ring to Martinsburg for me to pick up, but when I got there, I had noticed them what the Queenstown, MD store had told me about the gem and resizing, the staff told me they could not change the gemstone and also suggested they would not resize smaller than a 6 when my ring size is 5 3/4. When I tried to return the ring today, I was told it could not be returned at that location because it was from an outlet, even though the Queenstown, MD location and customer service assured me that Kay Jewelers accepts returns from any store and outlet. This directly contradicted what I was told in Queenstown. The whole process extremely frustrating and...

Although it’s been a little over a week, I didn’t want another day to go by before acknowledging the wonderful lady who helped me a week or two ago at the Kay Jewelers at Foxcroft Towne Center in Martinsburg, WV. I dropped in to ask some questions about reselling my engagement ring which was purchased in August 2012 (!), and a very knowledgeable sales representative named Michele was so welcoming and willing to help. I inquired about trading in, private selling, or selling it for store credit to purchase something new. Michele gave me a wealth of information and clearly explained all of my options, including the pros and cons for each. I just want to express my sincere appreciation for caring enough to give me your time, providing great customer service, and understanding that not all engagements turn into marriages. Thank you, and I truly appreciate...