KAY Jewelers — Local services in Penn Township

Abby was very kind and patient. I had called in on Black Friday and had some questions about a watch. She was very nice and although it was busy in store took the time to look up an item for me. I have been in similar situations where associates brush you off as they are concerned with the customers in store. Generally those customers should come first, I get it, I've worked retail. But I appreciate that Abby was able to multi-task and answer my brief questions. Which is why I chose to come into the store. I assume there is some kind of commission for this role, like most specialized retail stores. I was very disappointed that when the item was not in store the order would not go through on the tablet she had in store. We attempted a couple different variations of payment methods and ultimately struck out. I attempted to order from home and still had the same issue. Ultimately after using the online customer service chat we discovered that it was declining my order due to shipping preferences. As soon as I changed the preferences to ship to home vs pick up in store it went through.

On another note: I was very frustrated that customer service could not change the shipping on the back end as I would have liked to pick up in store so my husband does not see the package prior to Christmas and so I don't have to worry about porch pirates. The customer service Rep was very informative and kind but KAY can do better to accommodate.

Overall KAY customer service policy would get a 3/5 for me personally but as the rating affects the store itself 5/5 for the Hanover location....

I thoroughly like and enjoy shopping here because I know the Jewelry is of good quality and is made ethically and sustainably. There is so much variety and design in the store there will always be an option for you. The Jewelry and atmosphere is majestic and fashion-forward! I know that when I go to this location my needs will be met by all Employee's. Their Employees stand strong on what they do. They engage with their customers from the moment they walk into the door. If you’re looking for a friendly, welcoming atmosphere I assure you will find this here and all of your questions will be answered. Employees go above and beyond to make sure your needs are met. Looking for a repair? need a resize? Mary Kay does it all. I highly recommend this location if you want to meet some of the kindest, helpful human beings who will get the job done. I highly recommend you. You won’t find disappoint here.

Personally would like to shout out Sara E for going above and beyond for my needs as a customer! I wouldn’t have been any more satisfied with my purchase and experience at this location if it wasn’t for her going the extra mile to make sure my needs were...

I had a horrible experience. I just got engaged. I went to go get my ring resized. All the customers were taken care of. The lady working ignored me for 15 minutes while talking about baseball and football to a customer who was already helped. Finally decided to wait on me. She asked me how much my fiancé spent on my ring set. The weight and all the details. Of course I wouldn’t know. That had nothing to do with resizing it. Then she appraised it and gave me a very low price which was not even close. My fiancé paid a pretty penny for my wedding set knowing him. It was not in her place to even throw out numbers. Then looked at me and said “is that good enough for you?” Insulting me as if he didn’t do well because he didn’t get a ring from them. I was so unhappy with the service there the next day I went straight back in and got my ring before it was sent out. They don’t deserve my business and I went to Scott & co in New Oxford that treated me special. A bride to be. They also have a jeweler on site. I am never stepping back into that place again. I have been so extremely distraught since. I would give a zero...