KAY Jewelers — Local services in Prosperity

First off, SHAME ON YOU, "greedy, corporate driven" Kay's Customer Care Center! (Details to follow)

I can't say enough GREAT things about the associate, Kayla, at the Crossroads Mall location in Mt. Hope, WV!! She went well ABOVE AND BEYOND my expectations to assist me! This 5* review is for her!

I was diagnosed with breast cancer at the age of 39 years old. On my 1 year anniversary of WINNING the greatest fight of my life; the fight for MY OWN LIFE that GOD & I WON, my husband surprised me with the rose gold breast cancer ribbon pendant with diamond accents and chain!! 🩷 One can only imagine the sentimental value of this necklace!!!

I was recently cleaning my necklace and the pendant came off the chain. I was at the kitchen counter feeding the chain back through the pendant and I accidentally dropped the pendant and it fell straight down the floor vent. We removed the vent cover in an attempt to retrieve it and realized it was too far gone. I was totally devastated, to say the least.

I stopped by the Kay Jewelers location at Crossroads Mall in Mt. Hope, WV, to see if the necklace was still available (it'd been 3 years since the original purchase) I honestly wasn't anticipating it to still be available.

The store associate, Kayla assisted me. As I was explaining the situation to Kayla, I could feel my lower lip quivering and I was trying my best to hold it together until I couldn't. I started crying so hard and Kayla came from behind the counter, and gave me (a complete stranger) the biggest sincere hug. ❤️

Much to my surprise, Kayla informed me that the necklace was still available! However, the necklace had more than doubled the price that my husband originally paid for it. I told Kayla that I wasn't in a position to repurchase the necklace at the new price. She consulted with her manager on duty, Sky, and she suggested to contact Kay's Customer Care Center.

Kayla called the Customer Care Center right away, while I was still in the store. She explained the situation to the representative and I could tell from the look on Kayla's face that their response wasn't what she was anticipating to hear. Kayla told the representative that I was still in the store and she asked if the representative wanted to speak with me. Apparently the representative must have told her no, because Kayla then said, "so, if you spoke with the customer the outcome isn't going to change?" Again, apparently the representative must have told her no, and the call ended.

Kayla then reviewed with me what Kay's Customer Care Center proposed: which was for me to REPURCHASE the necklace at (more than DOUBLE) the original purchase price!!! And that they would give me (SOME) credit of the original purchase towards the new purchase price!! They also said that the $75 protection plan would have to be REPURCHASED!

Kayla was just as appalled by this proposal as I was. She told me that she was already scheduled to have a phone conversation with her district manager later that afternoon, and she would discuss this situation with him. Again, she's going above and beyond!

I left my rings at the store to be cleaned that day and when I returned, Kayla informed me that she'd already spoken to her district manager regarding the situation. I'm not going to provide specific details of what the district manager proposed.

But, I will say, Sir, THANK YOU so very much for listening to Kayla and being so empathetic about my situation!! This gives me hope that there's still good people in the world!!

My husband has spent THOUSANDS of dollars at Kay Jewelers for my jewelry over the years.

It's no secret that jewelry is typically marked up by 250-300%!!

Had the district manager AGREED with Kay's Customer Care Center, (for me to REPURCHASE this necklace at more than DOUBLE the original purchase price) we most certainly would NEVER do business with Kay Jewelers EVER AGAIN!!

I can't thank both Kayla & her district manager enough for all they did for me!! They both also SAVED Kay Jewelers from losing a very valuable customer!! Thank...

I was sent emails to have my jewelry inspected. The store was not busy when I arrived and an associate asked if she could help me. I explained I had received emails and asked her if she could inspect the 9 pieces I was wearing today and for a list of the other pieces I needed to bring in. I also told her I needed to get my LEO wedding set resized. She asked if I wanted it to be done "in-store or out-of-store." I asked if they started resizing in the store and she said no. She then looked at 1 ring and asked me what I wanted to be written for instructions. I again told her I needed the 3-ring wedding set resized. She gave me a receipt that had "refurbished" on it. I asked what it meant and she handed me an iPad and told me to read it. I told her I didn't need that done and only wanted them resized and asked what "replace Melee stones" meant and she could not tell me and went to get her boss whom she referred to as Doug. An elderly man came over and asked what the problem is. I asked him what refurbished on my receipt meant, as I had purchased my jewelry new and what the Melee stones statement meant. He said, "I don't know why you need to know that. Is this not what you want?" I told him I just wanted them resized. He questioned why I even had the iPad and was looking at "that." I told him his associate handed it to me and told me to read it. My husband asked what the cost would be (there was a cost listed on the iPad) and he looked at my husband and said, "Doesn't the receipt have 0's here?" to which my husband asked if he was implying he couldn't read? The elderly man then said he didn't know if he could or not. He was extremely rude, arrogant, and never answered any questions. My husband told him we would not be back in the store and he said that would be perfectly fine. I asked for my rings back as I no longer trusted this older man and when my husband asked for them, he replied "even better!" I took a picture of the receipt and the girl only put 1 ring on there when there were 3, associate # 013580282, and management approval was Doug Smith. Why would Kay's send emails saying to get inspections when it clearly irritated this older man? I've never been treated with such disrespect and I've shopped and own several expensive pieces. I realize I will be inconvenienced traveling to Princeton or Charleston for inspections and cleanings, but I'm hopeful they will have better customer service. If I need future pieces, I will shop at another...

DO NOT BUY HERE, My husband bought me a Lebian ring in December they sold him a size 9, I wear a 6. Knowing that due to the stones all down the sides would be compromised. So I exchanged it for a different ring. So I thought, about a month later I get a call Karen saying the new purchase was put on the wrong account on a man from Glen Burnie Md's account and that we needed to contact Sterling jewelers to get it straight. I refused and told her its her mistake, she made the transaction she needs to fix it. Meantime with This going on I was diagnosed with stage 4 cancer. Now here comes the good part, I contacted the assistant manager Melinda, she bent over back wards for us to straighten it out to NO prevail. So We agreed we would continue to make payments on the first purchase until someone got off the pot and fixed this. Last week we get a bill for the new purchase, not deducting any payments made over 3 months. I called Sterling they would not discuss it with me because, Get this, Im not a speaket on the account,. WHAT? I am a authorized user but not a speaker. So here's what we found out, the day I returned the ring Karen could not find the account, even with my hubbys S S #. So she said, what she did was she didnt sell my hubby the first ring, so she found another person in Md with the same name different middle initial. Charged it to him so she would get the commission as a new sale. So here we are June and still trying to get it straight.My hubby called Sterling AGAIN, they hung up on him. Dont buy from. These people. There impossible...