KAY Outlet — Local services in San Marcos

We've had a horrible experience from day one, my ring was taken in for repairs with a return within 2 weeks. I received a call from the store manager Kim to inform me that they lost my ring in transit. It was believed to have been stolen by the Carrier service. I was obviously upset with the news after all it was my engagement ring. I was told to think about what I wanted to do to "make things better". After a week of thinking about it and talking it over with my husband we decided we wanted the money back instead of another ring. Kim would not except this answer, responding with "I've already dealt with so many other people, it's not my problem. I just have to get you into another ring. I've already ordered a replacement for you." I thought wow without even talking it over with me you assumed I wanted another ring when it was made clear to me the other people who had lost their items were upgraded. Being frustrated with the constant I don't care attitude from her I called customer care. I was connected with Lori a higher up customer care agent. I told Lori about my experience and requested for a refund for the rings both my engagement and wedding band.lori convinced me to allow them to try to make amends by replacing the prongs on the original piece with platinum in order to strengthen the piece. Unfortunately she was not able to follow through on the promises as the store manager Kim had neglected to tell her the piece order never came in, then when the second piece came in Kim made the decision SHE did not like the new prongs and sent the piece back to be changed to a 3 prong instead of 4 prong with out consulting with either Lori or me about the decision. After 3 months of waiting I finally decided to let the situation dissolve but was again convinced that Lori would make sure my ring was in store for pick up the next day. Believing that Lori had kept her promise I went to the store to pick up the new ring and go figure the new ring was completely the wrong size it was very big on me. Even with the sizing beads in place. With extreme disappointment I called Lori to let her know I wanted a refund as originally requested when she agreed I let her know I was going to return to the store later that night to return the wedding band and receive my refund. Up on arrival we spoke with the clerks and got the refund started only to find out it could not be processed until the next day because Lori had not given the store the necessary over ride code. I will be returning to the store tomorrow in hopes that I do not have to jump through any...

After a very stressful week, I found myself (at the last minute) looking for a particular style of earrings for my girlfriend’s Christmas present that she had picked out at Costco. Naturally, they sold their last pair right before I arrived per the rep there. I drove to the Kyle Costco location, and they didn’t have what I was looking for either. I went to Jared’s and once again, no luck. Sitting in the parking lot, I tried calling the Kay’s location in Selma and couldn’t get anyone to pickup after 4-5 attempts. I was desperate and prepared to drive an hour to get there before they closed. Then my luck changed when Gen at the San Marcos outlet location answered the phone. She said she’d reach out to the Selma store with the item # I provided her. She called me back in minutes to let me know that she got through to them, and the two they had (in-stock online), had sold today saving me two hours of driving. Gen emailed me photos of the closest earrings they had and they were absolutely perfect. Exactly what I was looking for. I arrived and she had already pulled them for me. I was sold on the earrings, and maybe more importantly, the customer service she provided. I can’t remember a time when I felt so well taken care of. Gen’s a shining star and brightened my day. I kinda feel like she saved Christmas for me. Truly exceptional. Thanks Gen! This will be my first...

We've been regular customers at this store for quite some time, and the staff has always been consistently welcoming, helpful, and accommodating. Every visit, they take their time with each customer, answering questions and ensuring everyone leaves satisfied. It’s one of the reasons we keep coming back.

During a recent visit, we witnessed an unfortunate situation where a customer came in clearly agitated, muttering under her breath and becoming demanding and accusatory from the moment she entered. Despite the customer’s aggressive and mean-spirited behavior, associate Monica handled the situation with incredible professionalism, calm, and grace.

She remained composed, respectful, and patient—even while being unfairly spoken to and verbally abused. Her ability to stay focused on resolving the issue without escalating the situation or compromising her own professionalism was truly admirable. Situations like this can be challenging for anyone, but Monica’s response showed real character and dedication to excellent customer service. She deserves recognition for her composure and for upholding the kind of respectful, welcoming environment that we've always appreciated at this store.

Kudos to Monica and the entire team for continuing to provide such a positive and supportive shopping experience—even when faced with difficult...