KAY Jewelers — Local services in West Covina

I first came into Kay to casually browse with my friend. There were 2 associates that helped us that were very nice and helpful. I ended up finding an opal ring that I really liked but I didn’t purchase it the same day because I have a lot of opal jewelry already so I wanted to be sure I didn’t already have something too similar to the ring I saw.

Eventually, after going home and thinking it over I decided I would go back to purchase the ring and get it resized. When I went back the 2 previous associates that had helped me the first time weren’t there but the manager was. The manager wasn’t particularly welcoming but also not rude, I didn’t think much of it considering I knew what I wanted so regardless if she had more of a customer service or sales oriented approach I knew I wasn’t going to be purchasing more items.

I went back once the resized ring was ready. Upon inspection the ring fit well but looking at the opal, there appeared to be a reddish brown ring of dirt/grime around the opal where it meets the ring, it looked almost like a rust color. I’m not really sure what it was but it looked like some sort of grime and it was thicker in some areas than others. I was repeatedly dismissed and told it was the red/pink reflection of the opal. I said I have a lot of opal jewelry at home and none of my jewelry has grime or dirt like that and the dirt I was seeing was along the edge of where the opal meets the ring and not the actual opalescence of the gem. Eventually the associate said she could clean it but when she returned she was “cleaning” the ring with a brown paper towel. The kind of paper towel that you would find at a gas station, rough, papery and cheap. The “clean” didn’t do anything.

The manager then came by and pulled up a magnifying attachment for the camera of their iPad. Regardless the manager and associate were still dismissing my concerns and saying it’s the opal, it’s the reflection of the gem, it’s the shadow of the opal against the ring. Essentially saying anything except that it was dirt/grime/imperfection I was seeing. Throughout the entire interaction, I did not feel I was being confrontational or rude, I was simply pointing out my concerns of the ring but the way they were responding was very dismissive and passive aggressive. They made me feel like I was being a bother and inconvenience for trying to be as happy as possible with my purchase. Eventually they said they can send it in for a cleaning to which I agreed. After leaving, I was genuinely confused if I was coming off rude or confrontational when voicing my concerns but my partner assured me the way I was interacting did not warrant such rude and dismissive responses.

I left but ended up going back about an hour or so later because I decided with the way they were treating me, it was not worth my time or money to have to go back to them. I got a full refund for the ring and warranty and I’m happy I did. Ironically, the associate that helped me with the return was so kind, friendly and helpful! Not sure what her name was but she had half blonde and half brown hair.

The entire interaction seemed like I was pulling their teeth with how rude and dismissive they were being. Honestly, food service workers can be rude to me but in jewelry, you would think they’d have more customer service skills to make sure you’re happy with the jewelry you’re purchasing but the manager and associate helping me seemed like they couldn’t give a single f about helping me or being welcoming. Even when I returned they seemed like they didn’t care to be there and lacked a level of professionalism that you’d expect at a jewelry store.

I’m not sure leaving this review will matter to the manager or associate but take this as a warning for any customers planning to go in. Maybe someone higher up or corporate can help the manager and associate by providing trainings on how to create a welcoming and pleasant shopping experience at a jewelry store. Otherwise, maybe they can work in a different field or something non customer facing. Such a...

I would love to thank the staff for making another experience at this KAY location in the West Covina Mall fabulous. The Manager Carrie was so amazing and also gave 10% off we do appreciate that and even tho she was under the weather she was amazing and smiling, get well soon. The staff Rosa was a sweetheart and Sofia was more shy but also joined in with her smile being a team player. All was fabulous as we all smiled throughout the time and laughed. Our main sales associate Diana, this girl was great, welcoming, smiling, she has 2 jobs and still doing her job with a great attitude and her energy to make customers feel great and welcomed. No pressure at all just fun, love and respect throughout this store. Hats off to her and the other staff, they made our evening and buying experience just wondeful wIth the Energy alone, We all laughed and had such an amazing time. This experience wasn't just about buying or selling to a customer, it was a heart felt experience from smiling and these ladies welcoming the customers during these hard working hours during the holidays, me personally I appreciate that. Anyone that can help make me smile and get the attention from a customer with their own issues, that's a plus. I tell you, our sale was only about 10 mins but lasted about 35 mins or so. Just getting to bond with other people during the holidays or any other time is a plus because at the end we as customers forget that they are humans too and they have lives and go through life just like us. God shows love to everyone and I tell you. God was present as he always is. All 4 ladies was themselves and smiled and welcomed us and it was nice to just get away and smile and enjoy laughter even in a place of business, we all can agree that helps. Even the other customers in the store felt what we felt and that's just the natural love this staff has for themselves and the people that come in to browse or buy. I HIGHLY recommend this location. Thanks again Carrie, Rosa, Sofia and a special thanks to Diana, thank you again. Also, they have a donation to buy a stuffed Teddy Bear or Puppy at $14.99 each and the store personally takes the gifts to the children that are fighting CANCER at St. JUDES and they asked if I would like to purchase 1 for a child. I'm very blessed to have God in my corner and I couldn't say anything less than let me buy 1 case for the children. We're so blessed as strong adults and have good health. Let's help donation and help a child. 1 stuffed animal goes along way to provide a smile on a child, that has a condition most of us don't ever want to deal with. HAPPY HOLIDAYS, be safe and God Bless us all. Writing this review was a pleasure. Can't wait to come back to this location. Also, Rene Asst. Store Manager get well soon. She was the 1st to help me out 2 years ago or so. So many wonderful stories with Rene that helped me several times with gift buying. She is a just like these other ladies that work there. Wonderful all around.. GREAT STAFF 👍 KAYS JEWELERS...

WORST CUSTOMER SERVICE EVER..... This branch of Kays Jewlers gives them a BAD NAME !!!!!! I went into this store to purchase a chocolate diamond that I had been saving up for. As I stood there in the store with my $3000.00 dollars burning a whole in my pocket waiting to for somebody to help me and dancing with excitement. I made eye contact with a girl behind the counter who just ignored me and continued with what she was doing. as I am still standing there a couple come into the store and out of the back comes a salesman and immediately starts to help the couple who just came into the store. And the woman behind the register starts to help another couple who came in the store after we did. By this time my excitement had died and I was pissed off. I asked for a managers card just to be infrmed that they do not have a manager in that store. I have been a customer of Kays for a very long time. and this is the second time that I was just left waiting at The Kays Jewlers in West...