KAY Jewelers - Sugar Land (TX)

5 /5 Karina Khan: My husband and I drove 40 minutes multiple times just to come to this location because Shamsha and Maddee made our dream ring come true. I was finally able to get my husband the ring he deserves! They designed a ring we fell in love with by changing only 15 percent of the original design in order for my husband to get it in sterling silver! Thank you so much to the store manager as well who called us multiple times so he could update us. Love this location!

1 /5 Af: The first time I visited this store was to look for my ring. Unfortunately, the person assisting me seemed cold and disinterested—but I brushed it off. The real frustration began when I asked if they could send me a link to the ring on their website so I could order it. They took all my contact information and promised to send it the next day. That never happened. I had to call the store repeatedly over the next few days, and each time they told me the link would be sent “tomorrow.” How long does it take to send a simple email—or at the very least, tell me the style name so I could search for it myself? As the sale deadline approached, I called again, explaining that I needed the information before the promotion ended. They still told me it would be sent the next day—even though the sale was ending that day. When I asked if there was any way I could get the info so I can purchase the ring before the sale ended they flat-out said no. No help, no courtesy, nothing. Despite this terrible experience, I ended up returning to the store to shop for a different ring—mainly because Sugar Land doesn’t offer many other options. This time, the salesperson was extremely pushy, repeatedly pressuring us to buy that day. On top of that, she referred to the diamonds on the ring I liked as “very small.” She was clearly more focused on her commission than on helping us find the right ring. Which she made clear by stating *numerous* times to purchase from her link and to buy it that same day even though I told her I needed time to think. She rushed me through the process, became visibly annoyed when I wanted to see the same ring twice. After two frustrating experiences, I will never return to this location again—I’m very disappointed

1 /5 Alpna Patel: Update: Store Manager, Abraham, called me directly before 12:30pm the very next day to offer his sincerest apologies. He went above and beyond to accept the fault was theirs and that the matter has been addressed. I hope the customer service standard improve and others do not have to go through what my family and I did. Thank you Abraham and Mary for your help! ***BUYER CHECK YOUR RECEIPT!*** I’m surprised to read such glowing reviews for a cold hearted con artist, Shamsha. My husband and I came here looking for jewelry for our baby (also with us). They didn’t have anything suitable for a baby. We inquired about adult jewelry, but it wasn’t going to work. Shamsha was the only sales associate and no other customers were in the store. I decided to purchase a jewelry for myself. We asked twice about the current upto 40% off promotion, and Shamsha refused to give us a direct answer and instead started talking about the perks of the warranty. Judging by the total, there was no promotion to our purchase, even though it was advertised as everything in the store. My baby was starting to fuss at this point, so we grabbed the receipt and we left. As I looked down, I saw Shamsha had charged me for a warranty, without ever telling me there is a charge, or what the cost of it is. So I asked for a refund on the warranty, and I’ll keep the jewelry. Now, Shamsha was clearly not happy and decided the whole transaction had to be refunded. I asked to purchase the same piece and she said no-it was a returned item now. I looked her dead in the eye and calmly explained, I wish to purchase the jewelry, without the warranty, and as it was still sitting next to her hand, couldn’t fathom why I couldn’t do this. Shamsha said I have to come back tomorrow. When I refused to drive back from my city, she proceeded to point out their other locations. The jewelry was right in front of her!! My child was beginning to get upset. I explained once more: she charged me a warranty fee without telling me there will be a charge and she cannot do this. She explained she will get a manager involved. Manager Mary fixed the issue in less than 5 seconds. Shamsha wasted 20 mins of our time for no reason. Even as I was walking out of the store, Shamsha made excuses for the 5th time that the price is assumed on the warranty, claiming no fault. She also literally yelled we aren’t under warranty as we’re stepping into the mall. Pure disgrace. Well done Mary for going above and beyond, given the situation. Turns out the jewelry was on sale, so with the warranty it was almost like paying full price-Shamsha thought she could get her commission off me! So deceitful. Shamsha, I too was in sales, and it’s clear, my dear: you’ve been in the industry far too long so your blood now runs cold on commission only. I don’t think I’ll step foot in a Kay ever again. What a great first and last impression of your Jewelry store and Customer Service.

5 /5 Saul Fernandez: Shamsha is an excellent sales person who went far and beyond assisting me and my wife finding the perfect jewelry. She displayed a positive attitude at all times. We appreciate her dedication and commitment to satisfy our expectations.