1 /5 Jade Cochran: Disappointing Experience at This Location
My fiancé originally purchased my engagement ring at the Town Center location, where we received excellent service despite some minor technical issues. Unfortunately, our recent experience at this location was the complete opposite.
We visited three weeks ago to have my ring resized, and the treatment we received from the staff was deeply disappointing. An older black woman with her hair tied up and wearing a black cardigan assisted us (we were not given her name). Throughout the entire process, she was unhelpful, unprofessional, and made us feel unwelcome. She seemed reluctant to let us handle our own ring and outright refused to help us determine the correct size, leaving us feeling dismissed and judged.
We are a younger couple and dressed casually during our visit, so I tried to be understanding. However, her behavior felt discriminatory, as if she assumed we couldn’t have purchased the ring, despite us providing documentation from three years ago. If there were any doubts about our ownership, a professional response would have been to clarify —not treat us like potential thieves.
Adding to the frustration, she decided on a size 7 for the resize without consulting us or considering whether it might be too large. She also warned us the band might break due to the original size being around a 5.5, which added unnecessary stress. Despite our concerns, we reluctantly left the ring for resizing and waited over three weeks to receive it.
When we finally picked up the ring, we were met with the same unwelcoming attitude, and the condition of the ring was appalling. The band was warped, there were visible etchings from poor welding, and, shockingly, part of the ring now appeared to be made of a different metal. What should have been a simple resize turned into a mess: our white gold ring now has an obvious infusion of another metal, (Im guessing sterling silver)—something we never requested or approved.
As someone who has worked at Kay Jewelers in the same mall, I know how crucial attention to detail and customer care are in this industry. It’s astonishing that such blatant flaws went unnoticed or were deemed acceptable, especially by a company of this size and reputation.
Now, we are left with no choice but to take the ring to another jeweler to correct this costly and disheartening mistake. This experience has left us feeling insulted and disappointed. I sincerely hope the management at this location takes steps to improve their service and craftsmanship to avoid similar situations for other customers.
