KAY Jewelers — Local services in National City

I’ve read a few of the older reviews for this Kay’s store in Westfield Bonita Mall, and I think it is worth mentioning this location is under new, stellar leadership which changed my view of Kays!

In November 2021, my wife’s diamond somehow dislodged from its setting. Having recovered the diamond and faithfully followed the protection plan requirements for 15 years, my wife, ventured into the Westfield Mall Bonita store to have the ring fixed. After receiving a call that the ring was ready for pick up, she arrived to find a note in the system that her engagement ring was not able to be fixed and the manager was not available. The manager, Catherine Boyd, later called saying the setting was the incorrect setting for the size diamond in the ring and our only options were to have the entire ring re-built (the style was no longer offered) or, more excitingly, come in and pick out a whole new ring. My wife and I love this ring; choosing a different setting was not part of our shared history. After explaining to Cat that the ring originally came to me bent and imperfect because the setting was the incorrect size, AND since another store had the ring rebuilt to the correct size this would ultimately be the third time we have had a major flaw in the structure of the ring. Prior to my interaction with Cat, I had spent a decade and a half avoiding Kays because of this original experience.

This all was complicated by our impending move from San Diego to Omaha, NE, another military move to be executed Feb of 2022.

Under these strained circumstances I first spoke with Catherine Boyd. I told her the entire sordid Kay’s story which I truncated above. Cat immediately recognized the situation and personally begin to oversee the rebuild of my wife’s engagement ring. Cat provided my wife with her personal cell phone with a promise to update her on the ring’s progress. Upon its completion, she would have it mailed to her Bonita store first so that, when released from Kay’s hands to arrival in ours, she could control the process with someone who was familiar with the situation. Cat followed up on all her promises. For 6 months, we received periodic updates (and pictures!) of our ring’s progress through the rebuild stage, from molding to finished product. More importantly, for 6 months, we knew we were not forgotten. Just before Mother’s Day 2022 we received our ring. Catherine Boyd’s customer service and caring stand out in the top 3 of my experiences over the thousands of interactions I’ve had as an adult.

When I saw the ring after the months of rebuild, I was immediately transported back 15 years and realized I would choose this exact same ring all over again. Cat intuitively understands what I have come to realize during this experience- that in Kay’s bridal set displays you do not sell jewelry, you sell stories. That ring is the story of my wife and I and represents the best I could do for her when we were young and life was simple. No other setting, no matter how new or bigger or what a great deal it would be, could shine back our story to us the way this one has for 15 years and will for years to come. With no expectation for more business or an upsell, Cat spent 6 months correcting someone else’s mistake and exceeding my expectations. She single-handedly cast Kay’s in a different light for my family and it is my intention to call her store whenever I am in the market for jewelry, wherever I may live. I would encourage everyone to do the same if they want an experience that is more than a simple transaction and celebrates the humanity...

I had an unpleasant experience with a return at the Plaza Bonita Store #1363, San Diego. I had put down a down payment on a ring, changed my mind, and wanted a return. I was then told that the process requires the ring back to their possession.I did not have the ring because they just sent it on the way to be resized; what kind of stupid policy is that? I waited a week for a call, and there was still no call. Went to the location to speak to a manager and the same sales lady helped me with thw refund. Instead of returning the funds to my debit card, she decides to put it as credit on the Comenity Card. I had found out the situation on my own 2 weeks later. And I had called the Plaza Bonita store to speak to a supervisor about the refund but according to the person who answered, she was helping someone. Asked me for my name and number, but never called me back. I waited till the next day and nothing. Just because a sales transaction never went through, it shouldn't affect their professionalism. The sales person should have at least redirected my interests and acted professionally. Do not waste...

I came into kay jewlers to help my sister and her fiance look at rings. Luz had complemeted my wedding ring and I mentioned the fact that I haven't been able to take it off in years because I had put on weight and haven't been able to lose it. She was very concerned and told me my ring was covered under warranty and they could resize for me and she did it right there on the spot. I have been so uncomfortable for years and nervous to have my ring cut but she gave me such reassurance and made me feel so safe to do so. While Luz took the time to help me in such an incredible way, her associate Katie stepped in and assisted my sister and her fiance to help them find the most perfect wedding bands. I will always bring my business to Kay Jewlers and always make sure to recommend them to others. The level of customer service, quality, price and warranty is the best hands down! Thank you so much Luz and Katie for your excellent customer service...