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| - There are only a few times in my life where I can say I've dealt with complete and utter incompetence. Kay Jewelers was one of those times.
Upon purchasing two custom engagement rings (one for each of us) facilitated by a nice but seemingly under-trained employee, my partner and I were informed that if we purchased two-day shipping, the rings would- logically, and said explicitly- arrive at the store in two days for pickup. We agreed to those terms and she rung us up on a tablet she struggled to use. Unable to actually give us a printed paper receipt, the employee wrote out our order numbers, the store's number, and a note to call in one to two days to check the status of the delivery, all on a slip of scrap paper in pen.
The problems became apparent when we called two days later, as we were told to do. A different employee checked the status and reported that actually they would arrive in over a week- well beyond what we had agreed on. Upon disputing this, the employee handed the phone over to an individual named Kim, who we could only assume was the manager.
She originally agreed with what the employee had stated, but upon seeing we had purchased two-day shipping on the receipt, she said, again explicitely, that our rings would arrive the next day.
So we called the next day, and at first, the receiving employee had no idea what we were talking about, and we were handed over to a manager once again. This manager checked the order and stated that since it was custom, it would take an extra week- a fact none of the past four employees had bothered to mention. She then gave an estimated time of arrival that was even longer than the previously stated week+.
At this point we pointed out to her that pretty much every employee at Kay Jewelers had mislead us, and that if they had said that it would take an extra week from the get-go things probably would've been fine- but absolutely none of them did. Instead of saying sorry for the confusion, this manager proceeded to be unapologetic and even attempted to contradict us as if she was assuming we were lying for some unknown purpose. An absurd moment is when she asked for a receipt- a receipt we never actually received in physical form. Eventually she offered us a full refund after we repeatedly emphasized that her store was in the wrong- something she had attempted to dispute every step of the way.
Of course, to make this all worse, we were told to come to the store to complete the cancellation- only to be told once we were there that she "tried to catch us" because we apparently didn't actually need to come in. Fed up, and not trusting the store at all, we asked for a printed copy of the cancellation- which once again they were unable to provide. When we asked for their corporate number, she foisted the customer service number on us, believing we were ignorant enough to assume that the two are the same thing.
The complete inability to take responsibility for their errors is what cements this review as one star- and I don't even blame the employees, because I'm 90% sure they are woefully undertrained- something that is completely and absolutely unacceptable for a jeweler- and their management sets a horrible precedent.
If you want to see an example of an establishment where absolutely no one knows what they're doing- and will insinuate you're in the wrong when you call them out on it- still don't go to Kay Jewelers.
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