The staff and management are rude!!!!!! ashley, i believe a manager is extremely annoying and only cares about sales, too many forced smiles, just go to Jared
DO NOT AND I MEAN DO NOT GO TO THIS LOCATION with expectations of receiving good customer service, adequate communication or the write items your purchased. On April 29th I visited the location for the first time to get a chain fixed and my diamond cleaned. The chain and diamond pendant was a gift that was received in Feb 2015 so I didn't have any specific information on the purchase to provide an account number to check on a warranty. The sales person (name unknown but ID it was a gentleman) worked with me to try to locate the information online using the name and phone number of the person that give the gift. We weren't able to find it so I was required to pay $34.97 to fix the chain. I was not happy to pay this amount but since I didn't know, and we couldn't find, any information regarding a warranty during the purchase I had no choice but to pay.
I received a call from the store manager, Ms Kahn, on the next afternoon and she quickly told me that my chain was correct, that the company documented (after I dropped off my necklace and left the store) the necklace was 16 inches long. She told me it was on the back of my receipt which I know wasn't true because I had my receipt and knew that the salesperson never measured the entire length... just the length of the broken please still attached to the clasp. I asked her how was it possible that I dropped off a necklace that held a pendant but picked up one that was only able to be used as a tight choker. She repeatedly told me that the "repair" shop doesn't make necklaces shorter and if they do they return the extra pieces. I asked her again to explain why doesn't the necklace fit anymore and again she wasn't able to provide a reason. I immediately went to the store to pick up my necklace because it was clear she did not care about customer service and was not going to inquire any further about my necklace. She took my 2nd receipt and wouldn't return it nor give me a copy for my records. I'M CONTACTING CORPORATE FIRST THING MONDAY MORNING.
First off, it took 2 months for the company to replace a diamond in my earring. I went to the store today to pick it up because it came in today. While in the store, I asked about one of my Pandora charms, which had been replaced before because it had come apart and it was covered by the warranty. This was only a couple of months ago and I take great care of my stuff, only wearing it here and there. So when I have a couple of stones missing, I want them replaced. When I got the original replacement I ensured to ask if the new one would be covered under the warranty. The guy ensures me that it is covered. Well today, this gentleman, who I think is the manager, l of the store, tells me otherwise and directs me to information pamphlet for the warranty. He wasn't willing to do anything about replacing my charm and only offered to retrain the associate, but not even an apology for the inconvenience or false information that I was given. I was very dissatisfied with his customer service. VERY dissatisfied, especially since my baby has bought most of my jewelry from this location. We won't be buying anything else from here.
Unfortunately, I had a very bad experience at this location. I've never reviewed any business, good or bad, but there is a first time for everything. I took in a Burberry watch (a pretty good watch, not a Rolex of course, but not a cheap Timex either) for a battery replacement. The gentleman who helped me (his name started with an 'M' but I never saw it written down and don't want to butcher it here) was courteous and helpful. He and a younger associate took turns with the watch but ultimately came back to me and said they tried two different batteries but the watch still did not work. They said there would be no charge since it didn't get fixed. Fair enough. I can appreciate that.
Love this location, I travel from DC to Laurel for their excellent customers service. Everyone is so friendly and knowledgeable about their products. The manager Ashley is my favorite she goes above and beyond to make sure your satisfied with your purchase. Thanks
The salesman took my name, number and email down and told me I'd be contacted when the chain returns. He verbally told me it would be back around May 10th but wrote on my receipt it would return on 5/17. On 5/13 I called the location just to check to see if it was ready and was informed that the necklace was there. I was slightly annoyed that they didn't contact me when the necklace arrived in store but I was excited that it was back so I couldn't wait to pick it up. On 5/14 I went into the store to pick up my necklace and was so excited to see it that I put it right on. TO MY SURPRISE THE NECKLACE DIDN'T FIT. The necklace that was given to me fit tight around my heck like a choker and didn't even leave room for my pendant to hang. I IMMEDIATELY brought this to the attention of the sales rep that initially helped me and he was also confused as to what happened. I looked back at my receipt and OF COURSE the receipt didn't provide any information on the actual size of my necklace when I dropped it off but only stated " Repair broken chain 2.25 inches from claps". No where on the receipt did it document the actual size of my necklace when I dropped it off but it never crossed my mind that I needed to cover myself by also having him capture that information. The salesperson said the pendant I have usually comes in 18 or 20 inches (I'm about 99% sure I had 18 inches but again...I never measured a gift because I didn't realize I would need to know) so he created another receipt to have it sent back to their "repair" spot and get another chain. At this point I'm extremely frustrated and confused as to why it's been such a difficult task to simply fix a chain and clean a diamond. The salesperson packaged up my necklace, provided me with another receipt that read "Chain should be 18 inches long" and told me they would rush the order and I should have it back by 5/28. He was as helpful as he could be considering the circumstances and also provided me with the number of the store manager for me to contact the next day.
The next day, today, I took it to a dedicated watch shop in Kensington, MD to ask what they thought was wrong with it. They opened the watch up and said, "Oh, your battery is just in upside down!" I was rather happy because I thought that would save me $80 bucks or more that I thought I would have to spend on an overhaul. As he looked closer though, he noticed that the lower contact was broken off, the piece that holds the battery in place was bent and a small plastic insulator film was missing. Unfortunately, due to the contact being broken off, some of the internal components would need to be replaced which would run about $125. So, obviously upset, I went immediately back to the Kay Jewelers in Laurel to alert them to the damage. Needless to say, I was given the run around of "Well, how do we know it wasn't broken when it came in" and "we replace many batteries a day and this never happens" and ultimately, "we can send it out for repair and give you a discount." Taking these statements one at a time: 1. Well, you can't know that it wasn't broken when I came in. The battery was dead so it wasn't working anyway. However, I know that MY watch was working until the battery stopped. Then I brought it in, and here we are. I understand it doesn't mean anything to Kay Jewelers that I've never before reviewed anything, but the fact that I am willing to now will hopefully keep someone else from going there to have a watch battery replaced and end up in the same situation. That I am willing to now put my name on a review on the internet alerting people to this incident is all I can do to show this is not some two-bit watch repair scam. 2. Yes, I am sure that many watch battery replacements go off around the world without a hitch every day. However, accidents do happen and mistakes are made, so track records don't preclude you from accidentally breaking someone else's property. Just own up to it and make it right. 3. So, after having my watch broken by Kay Jewelers, I am going to have to pay Kay Jewelers to fix my watch? That doesn't sound like a good plan. I told the manager that I would pay the $15 dollars that the initial battery replacement would have cost (which, by the way, should really only cost about $5-10 depending on if you have a coupon at an actual watch shop. Unfortunately, I found this out too late.) I came into Kay Jewelers thinking I would pay $15 for the battery and frankly, even offering to pay that amount for the repair was not my responsibility. I hate that I have had to write this. It could have been handled better and I would have gladly put a better review. But alas, it was not. Again, the associate Mr. 'M' was polite and I have no hard feelings. The bottom line is, Kay Jewelers broke my watch, refused to fix it and I have zero recourse but to write this review. Hopefully it will help others make a better decision in the future.
Kay Jewelers is a US Jewelry Store based in Laurel, Maryland. Kay Jewelers is located at 14712 Baltimore Ave Ste. 107, Laurel, MD 20707, USA.
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