Kay Jewelers

My fiancée purchased a ring from the Kay Jewelers Outlet in Arundel Mills. He needed to get an appraisal in order to get the ring insured. We called this location to make sure we could have it appraised here even though we purchased it at a different location. We were told it wouldn’t be an issue. When we came in, I clearly told the SALESwoman (she definitely wasn’t about customer service, trust me. She was all about getting a sale) that I needed the ring appraised for insurance, she took the ring from me and came back a few minutes later with an inspection certificate. I told her again that I needed it appraised, not inspected. She apologized and took the ring again, along with the receipt showing the SKU #. She then proceeded to ask if he had thought about wedding bands yet. I told her no, we have plenty of time as our wedding isn’t until Sept 2016. She insisted that I see if a Neil Lane band would match my ring. I told her fine, but that we wouldn’t be buying anything today regardless. So she takes my ring for the appraisal, and then she informs me she cannot do the appraisal because he purchased the ring from the outlet and the SKU # was not valid. So we drove all the way down to Arundel Mills (we live in Aberdeen, mind you) to have the ring appraised. The woman there (who is extremely helpful) told us the SKU was fine. So I decided to check for myself. I entered the SKU on the receipt into the search bar on your website, and sure enough, there was the ring! So tell me why the woman at the White Marsh Mall location couldn’t find it? Hmmmmm.

Where to start! First the sales associate, Basira completely screwed up the pricing on the wedding bands that my fiancé and I purchased on top of not giving us the 3 $ 100 customer rewards we were due. After speaking to Kay’s corporate customer support, I was instructed to go into the store to have my purchase re-​run up and that the manager was expecting me. Well, the Asst Mgr, named Van, was so rude I was shocked! My fiancé and I were in the store for a full hour while Van didn’t speak even 5 words to us. He was not helpful in the least, the words «customer service» obviously aren’t in his vocabulary and after we left the store and went over our paperwork, we realized that we STILL didn’t have a receipt showing the amount refunded to our debit card. We had to go back into the store and at that point we were so fed up that we decided to return our wedding bands. We felt completely used, or like a number and it was obvious we were only a bother to Van. I questioned that the return receipt said «CASH» because we paid with our debit card and asked several times if he needed to swipe my card. He said no, and that all the receipts say Cash. I asked if the refund would be posted back in our account within 24 – 48 hours, and his response; «probably. I’m not sure. I really don’t know». Seriously??? And he’s the Assistant Manager?!
It’s been almost two weeks and we have yet to receive any cash back in our account. (perfect timing with Christmas right around the corner!) I have had several conversations with their corporate customer service since then and have yet to have the District Manager contact me. So, no wedding bands, out LOTS OF CASH, no acknowledgement from management and tons of aggravation and feelings of being ripped off! Thanks Kay for making the «special moment» of buying bands and turning it into an enormous amount of stress.