Let me start by saying that when it comes to customer service this place is lacking. When confronted in less than desirable situations they will remain calm and collected but the customer is still not put first, this meaning a lot of "no's" with no solutions. I bought a ring under MY account with my boyfriend's debit card. He lives in Nevada. They would not release the ring to me because they said it only had his information. I was told he had to call customer service for it to be released. He called and did not have authority to release from MY account. After spending at least an hour in the store, I talked to the manager again and she told me it was going to be shipped back and I'd have to remake the personalized order and that my boyfriend would explain it to me. I laid out the situation again and she was able to call customer service and have it released. This should have happened the first time. During this time I was waiting in the store and had called customer service to make a complaint as this was the SECOND TIME I had had an issue. The first time I went into the store to send off a pendant to be repaired and was astounded by the lack of willingness for the woman to help (not the manager). I walked in and explained that I was from TN and had moved and needed it fixed. She said "we will be able to do that if our system is up". I asked if it normally was down and she said no. I gave the woman my name and account number and all information possibly needed. She told me she couldn't find me. I have never had a problem buying or getting items repaired in other Kay's across the United States, they always found my account especially with the account number. Her next step was asking if I wanted to come back the next day. When I was on the phone with customer service (above) they said she could have easily called them and sent it off to be fixed. This particular woman is who first spoke to me over the next incident (above). I told her it was under mine or my boyfriend's name. She interrupted and said she needed my ID. I explained to her that I had changed my name a week prior and the name I ordered it under was my current name but I had not changed my ID. I showed her my social security cards with both names, the one for my previous name and my current name. She took my ID and searched for the wrong name completely. She said it was not there. I told her it had been there for 3 days and I had an email stating it was ready for pick up. I had the order number and everything (which said my name above it). They then kept telling me it wasn't there. The manager came over and I gave her both possible names it would be under and she found it immediately. The woman who first talked to me told her manager that she was looking for my name, and the incorrect one at that. All issues resolved in the end. My note to the store is that when someone is buying from you, you should make every attempt to not tell them no and give them solutions. Call customer service and speak to someone who has authority and get things done. Never tell a customer someone else will explain something to them. Do not ask them to come back the next day. Oh, and do not ask for them to call the district manager when leaving after you resolved the problem because you don't want to be scolded. Take the steps necessary in the beginning to be helpful and you will not lose customers. I love Kay's and purchase often, but I WILL NEVER go back to this one.
