1 /5 Jessica Paez: THEY MESSED UP MY ENGAGEMENT RING!!!
This was so overwhelming.
I took my yellow gold engagement ring for the 6 month inspection on 09/21/24 to the Kay Store in Concord Mall because it’s the closest one to us. The estimated pick up date was 9/28/24 but I waited patiently and finally got a call/email confirmation that the ring was ready to be picked up on 10/04/24.
My fiancee and I picked it up on 10/06/24 and to my surprise THE RING WAS SILVER!!!!!
I immediately told them it was the wrong color because mine was originally YELLOW GOLD.
The employee, Hoga, kept telling me that it was not my ring and they had mistakenly sent back the wrong one. It infuriated me because my ring was custom made and I knew that WAS my ring but in different color. I even showed her a picture of how my ring looked like originally and she kept saying it was not it.
She said she’d send the ring back. I asked to speak to a supervisor but no supervisor on-site because it was a weekend.
Hoga asked me to send her a picture of the certificate as a text message and to call on Monday.
I sent the certificate via text message and called on Monday. I arrange a time to speak to the manager in person.
I met with the manager Sabra on Monday evening.
She confirmed it was my ring and that they messed up the color. She then informed us that the ring was sent out to get fixed. I expressed my concerns regarding messing up the ring chemistry. She bragged about her expensive ring and explained she changes the color all the time and that nothing bad ever happens to it. She even offered me a job. In which I thought it was very unprofessional because I was not there to get a job; I was there to find a solution to the issue they had caused.
We then picked up the ring again on 10/15/24.
The ring was a faded yellow gold when we picked it up. It had some scratches and imperfections that did not have before. The ring was dirty and dull. Even though I was not happy with the results, I took it home because I no longer trusted them to make it right. I took pictures and I noticed how it was starting to turn silver again after a couple months of wearing it.
I then called customer service on 01/06/25 and Stephanie suggested to go back to the original store where it was custom made (Kay in Fairfield, CA). Stephanie sent an email to the District manager Darren on that same day, but I did not hear from him at all.
I went back to the original store on 1/11/25 and explained what was going on.
They took the ring and come to find out that my yellow gold ring was covered in multiple layers of rhodium to make it silver and they gold platted it when it was returned back to get fixed. They explained that the reason why it was turning silver again was because they did not shave off the multiple layers of rhodium.
I received my ring back on 01/21/25 but my ring still looked a faded yellow (silver in some spots). They returned it back to the shop for a second time.
The ring was sent back 2 times to finally get it to its original yellow gold. I picked it up from the Solano Store on Saturday 2/1/25 and my ring finally looks its original color.
I am so grateful for Aya at the Fairfield mall. She was able to LISTEN to my concerns, SHOWED empathy and PROVIDED a plan to get this issue resolved. She kept me informed throughout the entire process. Even though the issue was not from her store, she did everything she could to RESOLVE IT.
It was a rollercoaster or emotions. I was overwhelmed. it took a lot of emotional and financial distress.
We shall see if this indeed is a permanent solution. I am crossing fingers that it does not get messed up again.
To conclude, the customer service at the CONCORD store is horrible. I DO NOT RECOMMEND IT AT ALL. DO NOT SHOP NOR SEND YOUR JEWELRY FOR REPAIR AT THIS LOCATION.
Pic 1:First bought it
Pics 2 and 3: Got it back Silver
Pics 4, 5, 6 and 7-turning silver, scratched and had a few dents
