If I could give negative stars I would. I do not recommend this business in any location. My husband and I paid for services and goods from a store located in Reno, NV. The store sold us merchandise, we paid to have it engraved and saudered. These items we purchased were important to my husband and I as they were an important piece of our wedding ceremony. When we got our merchandise back, they screwed up the engraving in my merchandise and gave my husband back merchandise that wasn't his. Although it is the same product, it was not the merchandise that we had during our wedding ceremony. The store claimed it was the same item but my husband and I verified the boron levels in the merchandise we purchased did not match the boron levels in the merchandise we got back. My engraving is unreadable and the store manager, Natalia responded rudely that they could send the merchandise out to be re-engraved. To do so, they have to shave off precious metal and re-engrave thereby reducing the value of the my merchandise again. Natalia refuses to accept responsibility and has lied to us in which we have proof of her lies. When she started lying to us, we demanded to speak to her supervisor which is the district representative Scott Hamamoto. He was not prompt in returning our calls to him nor did he express any interest in dealing with the situation, either the merchandise issue or his employees' poor customer service skills. I contacted corporate to indicate to them that there is a real issue here. I was informed I would be contacted by a case manager within two days. I was contacted by Lela at the corporate complaint office within the two business day timeframe. She told me she spoke with the regional manager and she felt the merchandise returned to my husband was not the one we submitted and was ashamed to learn of such poor craftsmanship regarding the engraving. She informed me she needed to do more research and would contact me within a week. It has now been more than two weeks. Lela has not contacted me nor has she returned any of my phone calls. Next step, I'm contacting the BBB and the news. Kay Jewelers stole our original merchandise and won't do anything to correct it. They devalued my merchandise and refuse to correct the issue without further damaging the product. I will never shop from there again and I make sure to tell everyone I can not purchase from them or any sister/underlying companies associated with Kay Jewelers.
