KAY Jewelers — Local services in Waldorf

Spent the last few weeks trying to get my ring resized. Was told it was impossible to get my ring in due to it being retired when just a few months ago a prior associate I worked with on the same ring was happy to help me. They (the two newer associates) tried to resize it more than 2 sizes which isn't standard, safe, or policy for Kay and Neil Lane. It would seriously damage the ring. They wouldnt back off until I had to call corporate and confirm that isn't policy. I was then told it was impossible to get it recast and when asked if they could try to locate one was told flat out NO...

WELL....

I just called another location and it took the woman less than 2 hours to call me back and have my ring ordered in the correct size and it be cast for me. I also had this ring damaged before by this locations(WALDORF) jewler and recast at this location regardless of it being retired. I hate how run around I feel and the fact I asked for a manager a number of times and was never actually called or able to talk to her because she was always busy, stepped out, or couldn't talk to me(this is what I was told). The two women I spoke to told me information that wasn't true, me having a history working in jewlery shops and repair, and took an attitude when I voiced I was uncomfortable with their pushing me to resize a ring that wasn't safely resizable (3 1/2 sizes). No option was given to me to even get a custom ring which IS an option and instead was offered to buy new rings or additions. It took this new woman at a different location ONE call to find my ring and place a cast order. She said it was incredibly easy and no trouble at all.. This shop just didn't want to deal with this job and it shows. Happily taking my ring to the other store as well as investing in some new items where the commission is going to someone who cared enough to call us back and do anything beyond say "no".

We also can never get anyone to answer the phone and my husband and I had to go in every time just to ask simple questions. I was asked to wait in the store for an hour during covid to wait for the manager when I'm 37 weeks pregnant and anemic with a broken tailbone. Even explaining how uncomfortable this made me I was repetitively told to "just wait". No, I'm not hanging out in a mall for your convenience. Just call me when she gets in. I then had to call back twice that afternoon to still not get the manager to call me like I'd requested. Just...

Response to Ms. Randa - Ms. Randa, I am well aware that you are NOT the store manager because I have asked Ms. Donza in store who the store manager is. Please do not give me mendacious statements. I would very much appreciate it if I can speak to someone higher than the store level. The racial profiling and discrimination I experienced at your store is unacceptable. I have been a regular customer and to be dissed by the store manager herself is a show of complete disregard and disrespect for your customers. I got looked at from head to toe and ignored but when a black couple walked in way after me, they got helped. Please stop the discrimination, it is 2023.

I am actually a regular customer at this location due to the efficient and honest customer service I have received from the staff. However, a couple months ago, I walked in, and the person who looked at me from head to toe with a very agitated/mean demeanor "greeted" me. I waited patiently because I wanted to get my jewelry inspected and then cleaned for my annual inspection. I was rudely told that they only clean jewelry that is purchased from Kay's. Peace, I got that but my wedding set was purchased from that specific location. So I stand awkwardly as I wait, and someone walks in after me and got assisted on the spot. I asked if I can get some assistance and the response was either completely ignoring me or a rude, aggravated response. However, every time a customer of the same race as the person treating me this way walked in, they were welcomed and accommodated right away. I believe the person who treated me this way was the manager. I think her name is Donza. Very rude, harsh, abrasive demeanor towards customers who are not of her same race. On a separate occasion, I witnessed this person mistreat her employees by yelling at them and speaking to them in an unprofessional, almost ghetto tone, embarrassing them in front of customers. I wanted to purchase a watch but was turned off by what I witnessed and I ended up walking away. I witnessed this person belittle her staff. I am a customer, I should not witness this behavior at store front. I have refrained from coming to this location because I am not going to deal with the mistreatment I am receiving from this person. Nor will I support a business that cannot enforce basic...

Shopping at the Waldorf location has been amazing. The ladies are wonderful, professional, and have a great eye for helping me pick out some beautiful pieces. The manager, Ms. Donza is a very lovely woman. She is very professional and a sweetheart. She always greets me just as her staff. She can dress her butt off too! When I am in the mall to come to shop at other stores for other things, I stop by to say hello and to see how the ladies are doing. I get to hear about the promotions that the store is running, get a cleaning if needed, I am asked if I need to pay my bill. I do all those things in-store and there are times that I do pay my bill online. But Ms. Donza is so sweet and her team is so professional that I don’t mind driving to the mall to speak or see them. I have several pieces now since Ms. Donza started helping me. Before Ms. Donza started, I would come into the store look around and walk out without purchasing a thing. I would do my shopping at the Tanger outlet. Now I am shopping with Ms. Donza and team. My husband loves the team as well and has gifted some of the pieces I have eyed during my visits at the store. Thank you, Ms. Donza and Team for your continued professionalism, talent,...