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1.5

In October My boyfriend took me into Kay Jewelers in Cambridge Ohio, to have me pick out a special pendant that would need to be special ordered. As soon as we walked in we were greeted with attitude from one sales associate.

My boyfriend told her he was in weeks prior and had looked through a book at pendants and asked if we could look through it again so I myself could pick out what I liked. We wanted to find a pendant that could have our daughters birthstone put into it (alexandrite). Well, the sales associate instantly says โ€œwell I donโ€™t know what book youโ€™re talking aboutโ€ attitude continues. Again my boyfriend explains the book, she walks away rolling her eyes, brings over a book and my boyfriend looks through it and says itโ€™s not the book heโ€™d previously looked through, that it was a much bigger book.

Sales associate slams the book closed and walks away. While she was away we talked about how uncomfortable we felt but we stayed bc he really wanted me to pick out a pendant. Finally she brings over the right book, I looked through it, found a beautiful pendant and asked if the Alexandrite stone could be put into it, sales associate makes a call and yes it could, so we tell her we want to order it. But first we asked if my current necklace chain would fit into it and she tells us oh yes definitely and we also asked how long it would take to come in because we were moving at this point in a little over a month, again we were told oh yes definitely.

So we order the pendant and my boyfriend picks out a watch he wanted, now the sales associate starts to lose her attitude and become a little nicer ( funny know that weโ€™re giving her a $1000+ sale) she told us the pendant would be $435 ok fine. We order it and my boyfriend gets his $400 watch and added warranty on it. We leave; the next day we get a call from the sales associate telling us that the pendant we picked out would be another $200 if we wanted the diamonds around it - likes the picture showed in the book that we picked out so now the pendant is over $600 -again we tell her yes we want it because thatโ€™s what we picked out initially from the book. So now over a month passes and still no word on the pendant and weโ€™re moving so we stopped back into the store, a new sales associate greets us, we explain we were told the pendant wouldnโ€™t take this long but weโ€™re moving and we need to make sure the pendant would get mailed to a Kay Jewelers in our new state and town ( college station TX) and weโ€™re told yes.

Ok good we paid the rest of the balance so that would be taken care of before we moved. We also explained the horrible experience we had with the sales associate that took our order and how uncomfortable we were etc. we asked how long it would take once it was shipped to get to our new state, town store. We were told 2 days once they shipped it.

Ok cool. Well we get the phone call from Cambridge Ohio store that our pendant was in and being shipped that day, and that we would get a phone call phone the post oak mall in college Station Texas Kay Jewelers once it arrived....... 7 not 2 but 7 days later we get the call it arrived to our new local Kay Jewelers.... well then my boyfriend checks his account and Cambridge Ohio Kay Jewelers decided to charge his account again for the same amount for the pendant so we were double charged!!!

My boyfriend called right away and was told they would fix it.... they did. So we go in to finally pick up my pendant and of course my necklace chain clearly isnโ€™t going to fit through the pendant.... so now we have to pick out another chain,and no chain will fit through the pendant because of the clasps being to big, it has to be sent back in to have a necklace chain put through it, so I pick out a $400 necklace chain, brings my pendant and necklace to over $1000!

And we had a $100 off $300 coupon from our previous purchase so of course we wanted to use it.... well since Cambridge Ohio store decided to double charge us and had to do a refund they canceled out our $100 off, thankfully the sales associate in college station was able to call customer service and get it back for us by explaining what happened. I just want you to know how stressful, uncalled for attitude and misinformation and all the tears Iโ€™ve been through over this pendant and necklace experience.

At the end of the day your company made a sale so Iโ€™m sure you could care less, but just know you can and will lose a lot of customers over staffs with attitude and not being properly educated in what theyโ€™re selling. Itโ€™s a shame how we were treated!!!!

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

Kay Jewelers Pros: Pendant i picked out.

Kay Jewelers Cons: Horrible horrible experience.

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Guest

She was clearly upset at something you guys said to her. We're you asking multiple questions while other customers waited for her to take care of them?

This happens TOO often is frustrating as heck when there's 1 of us & a bunch of you.

If you're undecided, look around & at the book while she can help others. Otherwise customers yell at her for the long wait.

Guest
reply icon Replying to comment of Guest-1474780

We were the only ones in the store, another gentleman walked in after we did and another sales associate helped him. We didnโ€™t say anything to upset the associate helping us.

Clearly she just wasnโ€™t in the mood to help! We spent $1000 the least she could have done was help us and not be so rude the entire time until she realized we were actually going to spend money which helps her out

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