KAY Jewelers — Local services in Winchester

My experience at this store started off rocky, but thanks to Shelia, it turned into something truly memorable. When I first walked in and mentioned I wasn’t looking for a diamond as an engagement ring, I was met with a rude expression and a dismissive attitude. The first salesperson (Priscilla) was incredibly pushy and made my fiancé and I feel like we were inconveniencing her $5,000 sale rather than being valued as a customer.

Thankfully, Shelia stepped in and completely turned the experience around when we went back a second time. I did receive the side-eye from Priscilla for working with a new sales associate. Shelia was professional, kind, and incredibly attentive to both my fiancé and me. She truly listened to what we were looking for in the perfect ring and made us feel heard and respected throughout the entire process. Her thoughtful approach and genuine care made all the difference.

Unfortunately, when I returned to have the ring sized days later, I once again encountered the first salesperson (Priscilla). Shelia and I were wrapping up, and Shelia greeted a gentleman walking in. Priscilla aggressively greeted and assured the entire store she was working with him. I felt for the man, it was nothing remotely close to a warm welcome or a place you would want to do business. If that wasn’t enough, Priscilla actually left the gentleman to insert herself in Shelia and I conversation to loudly announce, “She doesn’t steal customers,” in front of everyone. I didn’t appreciate being spoken to in that manner. If her intentions were genuine, her loudness would be quieter in my opinion. Who leaves the customer to speak poorly to accost another customer and peer. It was beyond unprofessional and frankly embarrassing—not just for her, but for Shelia as well. No one should be spoken to like that, let alone in front of customers.

Priscilla and anyone working in customer service should understand the power of your audience and who is watching. I am a customer service trainer. I provide training for a global company on world class service. It is evident performance coaching and feedback is needed for sales associates in customer service at Kay’s. In fact, I personally wouldn’t have someone with Priscilla’s behavior on my team due to the liability she creates to the reputation of the company. If this is behavior that is tolerated by management because of sales goals, shame on Kay’s.

If you’re shopping here, I highly recommend asking for Shelia or someone else. She’s the reason I continued with the purchase and the only reason I would...

Wish I could give 0 stars or even negative 1. After decades of purchasing 90% of my and family’s jewelry from Kay jewelers I can safely say they will never get my business ever again because of the current employees at the Apple blossom mall location. I ordered something online and it was supposed to be delivered via UPS but the package never arrived. I filed a claim with UPS, but the only way to get my money refunded was to get an actual receipt of the transaction. I called and explain this on the phone to the assistant manager, who had no sympathy whatsoever and quite the attitude. She cut me off anytime I tried to explain and was very short. I called back the next day and spoke to the manager. Also voicing my concerns about how I was treated by her assistant manager. I was told to come into the store, and I would be taken care of. Upon arriving, I asked for the manager, but she was with another customer, so she redirected me to the same assistant manager that gave me attitude on the phone. She again was incredibly rude to me, kept interrupting me and talking down to me. I asked her not to be disrespectful but it continued. I got so frustrated I just gave up told the manager she should be extremely disappointed in her employees customer service, and left never got my money back from UPS due to lack of not having the...

UPDATE: I tried calling the number in the response 19 minutes after it was posted. No answer, no voicemail, just beeped and hung up.

Be mindful as a consumer with this place. We purchased our wedding rings here and it has been nothing short of a headache. They sized me and then sold me a smaller size. When we went back to correct the size they didn't have it in stock and had to order it from the warehouse. They could not correct something as simple as my name in the system, they could not get the ring in on the date they promised or give us an eta at all. They never bothered to communicate any of it. Every step of the way we had to go in to check on it ourselves. We finally just got a refund and went to another dealer. This isn't rocket science. It's just jewelry. This should have been an easy process. When we got her engagement ring from Blue Nile it was easy and hassle free. I won't waste my time or money with Kay again, especially not from the Apple...