KAY Jewelers — Local services in Sugar Land

Update: Store Manager, Abraham, called me directly before 12:30pm the very next day to offer his sincerest apologies. He went above and beyond to accept the fault was theirs and that the matter has been addressed.

I hope the customer service standard improve and others do not have to go through what my family and I did.

Thank you Abraham and Mary for your help!

BUYER CHECK YOUR RECEIPT!

I’m surprised to read such glowing reviews for a cold hearted con artist, Shamsha.

My husband and I came here looking for jewelry for our baby (also with us). They didn’t have anything suitable for a baby. We inquired about adult jewelry, but it wasn’t going to work. Shamsha was the only sales associate and no other customers were in the store. I decided to purchase a jewelry for myself. We asked twice about the current upto 40% off promotion, and Shamsha refused to give us a direct answer and instead started talking about the perks of the warranty.

Judging by the total, there was no promotion to our purchase, even though it was advertised as everything in the store. My baby was starting to fuss at this point, so we grabbed the receipt and we left.

As I looked down, I saw Shamsha had charged me for a warranty, without ever telling me there is a charge, or what the cost of it is. So I asked for a refund on the warranty, and I’ll keep the jewelry.

Now, Shamsha was clearly not happy and decided the whole transaction had to be refunded. I asked to purchase the same piece and she said no-it was a returned item now. I looked her dead in the eye and calmly explained, I wish to purchase the jewelry, without the warranty, and as it was still sitting next to her hand, couldn’t fathom why I couldn’t do this. Shamsha said I have to come back tomorrow. When I refused to drive back from my city, she proceeded to point out their other locations.

The jewelry was right in front of her!! My child was beginning to get upset. I explained once more: she charged me a warranty fee without telling me there will be a charge and she cannot do this. She explained she will get a manager involved.

Manager Mary fixed the issue in less than 5 seconds. Shamsha wasted 20 mins of our time for no reason.

Even as I was walking out of the store, Shamsha made excuses for the 5th time that the price is assumed on the warranty, claiming no fault. She also literally yelled we aren’t under warranty as we’re stepping into the mall. Pure disgrace.

Well done Mary for going above and beyond, given the situation.

Turns out the jewelry was on sale, so with the warranty it was almost like paying full price-Shamsha thought she could get her commission off me! So deceitful.

Shamsha, I too was in sales, and it’s clear, my dear: you’ve been in the industry far too long so your blood now runs cold on commission only.

I don’t think I’ll step foot in a Kay ever again. What a great first and last impression of your Jewelry store and...

The Sales Associate (Suha) who helped me order my ring was wonderful. Everything else was beyond disappointing.

I knew exactly what I wanted to purchase and that I would need to order the ring because it wouldn’t be a normally stocked item.

I went into the store and ordered a simple 10k thin gold band. I had it shipped to the store so that they could then send it to the “shop” (jeweler) because I needed the ring engraved. Suha did everything efficient and great during this entire purchasing process.

My issue is how long the engraving process took and how the Store Manager Emily handled this.

I worked at Kay’s for a while so I know how their processes work. When sending items to the jewelry shop it typically takes 2 weeks or less. (Of course it would be 2 weeks after my ring was received in their store since we ordered it from the website.)

The item was expected to be shipped to the store in a couple of days (and it did).

At the time of the purchase I completed the paperwork for sending the item to the shop and the necessary form for engraving. The store also quoted me the 2 week standard.

Ring was purchased 11/13. Ring arrived in store 11/20. ^ totally reasonable timeframe.

The store was suppose to immediately send the ring to the shop because I completed all engraving paperwork at time of purchase. So the “2 week” turnaround should start on 11/20 or even 11/21.

Given this purchase was near Christmas I was prepared for it to take longer. However a few weeks went by and I heard NOTHING from the store.

On 12/27 I finally called them to check on my order. They didn’t have it and needed to check with the shop to see what was going on. The store called me back and said it would be ready in a day or two. No explanation or apology was given.

I finally got to pick up my ring on 1/2/2024.

At the time of pick up I spoke with Emily and asked what happened. No reason was given for the 6 week turnaround and lack of communication. She said “something must have happened with the shop” and just dismissed the whole situation with a shoulder shrug. It wasn’t even an “I’m sorry this happened” type of convo with Emily. Basically they ook no responsibility and barely apologized.

The store is suppose to be auditing their repairs/customizations they send to the shop. If they were auditing correctly they would have caught this.

The engraving was a simple a 9 letter word. They didn’t even have to size the ring.

As I said before, the sales associate was great. And my previous experience with Emily while shopping for a watch for my husband was decent. However this experience was terrible and the lack of owning this poor service from a Store Manager leaves a lot to be desired.

Won’t be frequenting this store. (In fact we bought gold necklaces a month later from another location. They had one of my chains shortened at their shop and it was ready in just over a week. Just proves my point,...

I had to initiate all communication about my broken necklace and wait nearly two months because Kay employees told me they had ordered a replacement in December, when they hadn't. I was also told they would call me when the replacement arrived, which of course they didn't. I had to have multiple trips to the store where they acted like they didn't know who I was and I was given multiple excuses about why my necklace still haven't arrived. I had a feeling that the first time I came in the store it was unofficial because the lady just wrote my name and number down on a random piece of paper and told me she'll call me when my necklace came in. There's no way that's the official process for exchanges. I was not surprised when I came in a week later and the employees had no idea who I was. The manager then placed my order over the computer and told me it would arrive by January 4th. This made me feel more at ease. However, January 4th passed and still no necklace. I decided to give them the benefit of the doubt and just wait until they call me. Needless to say, they didn't. I called around January 20-something to find out my order still was not placed! What kind of business is this!? Overall, just a terrible experience. They had no respect for me or my time and didn't even care to apologize for their gross negligence. The only reason I didn't give 1 star is because of the employee, Saint. He was the only one with good customer service over the phone and when I finally came in, he exchanged my order with a smile. Please have your other employees take note of Saint's behavior because they can really turn someone off from visiting the location. I have nothing bad to say about the jewelry, I love my necklace and had a good experience ordering online when I ordered it initially. I just wish I could have exchanged it online as well instead of having to deal with disrespectful people. I will likely buy from y'all again since y'all have beautiful jewelry at a reasonable price, but I definitely will not be returning to the First Colony location and I will be advising everyone I know to...