Kay Jewelers Outlet

Reviews 3

AN

Angela Cox

After a positive experience on 04/30/17 in which I purchased a ring valued at $4,249.00 for $2,549.40, I was shocked with my second visit to store #2956 in Charlotte, NC. I went to the store on 06/30/17 to have my ring "sent off" to be sized and was told that if I did not hear back from them via email by the end of the month to call back. The experience with sales associate Brandy seemed odd, but I trusted that Kay Jewelers had not lost a piece of jewelry and that my piece would be in good hands. The promise date on my sales receipt was 07/13/17. On 07/14/17, I contacted the store to inquire about my ring. I was told that they could not locate my paperwork, could not locate me in the system, and that they would have to call Brandy to "find out what she did". I was told I would receive a call back as soon as they contacted Brandy. I did not receive a call back. The following day at 11 am I called the store again and inquired about my ring. I was told that the manager was contacting the service center that does the repairs and resizing and that "sometimes when they are busy they do not answer the phone". At this point, I am very concerned with the lack of professionalism with the staff as well as the fact that someone, somewhere, has my ring and is not picking up the phone. I was told, once again, that I would receive a call back. At 5 pm, I called the store for the third time and Brandy (!!) answered the phone. Brandy was rude, short with her answers, and seemed in a hurry to get off the phone with me. I told her my main concern was to make sure that the ring had been found, I did not mind a delay, I just wanted to make sure the ring had been found because as of last night they could not find my name or my ticket number. Brandy cut me off and said "yes, yes, all of the above, yes..". In addition, Brandy stated that the reason I had not been called is that I had not put a phone number on the ticket. However, to me, it is the salespersons job to ensure that the ticket is completed accurately and I had also left my number with the salesperson, Alexis, the previous day. Also on the ticket was my email address which is the means by which I would be contacted according to Brandy. Having worked in customer service when I was younger, and in multiple instances of retail management, I can understand how uncomfortable it can be when you have a customer who is upset on the other end of the line. However, I maintained absolute control and was polite with all my communication as I have been the victim of abusive customers in the past and understand that it is not fun to have a customer become upset over the phone or in the store. I stayed positive as I was hoping that the ring would be found and this was just a case of misplaced paperwork. As of right now, 07/16/17 at 10:30 am, I do not have any definitive answers as to "where" my ring is, "when" it will be returned to me or any other status updates on my order. Leaving a customer in the dark for over 2 days, in my opinion, is unacceptable when dealing with something of such value as an engagement ring. As I continue to try to remain optimistic, and will call the store for the 4th time, it is my hope that this review will be used as a means to remedy the situation at store # 2956 with their poor customer communication. Future customers may not be as understanding or patient as I have been. I had praised the store previously, but as my opinion has changed, I will not endorse store #2956 as a great place to make a large purchase such as an engagement ring.

DA

Daehan Lee

Dee at Kay is fantastic, attentive and knowledgeable. She helped me get exactly what I wanted with a custom design. Also recommended best ways to save most money using our bonus discount money. Will definitely go back for future purchases!

RA

Rachel Crippen

So happy we stopped in today! 2 incredibly attentive staff, easy atmosphere to make decisions. Thank you!