Whenever I would go into the Baybrook store the sales people, specifically Joshua Devine, whom profited from the commission, always were prompt and attentive. Over the past 3 years and about a month I've been especially pleased with my purchase and an advocate of Kay's company over other jewelers. I “supposedly” have a lifetime warranty, lifetime cleaning and inspections as long as I maintain coming in every six months. I have done everything I needed to do to maintain my ring that I love, to be at the upmost acceptability because I LOVED receiving compliments on my right-hand ring!
However, it’s disheartening for me to write this note in complaint against the Baybrook store and most specifically the store manager, Ines Kerfoot, whom is supposed to represent the commitment Kay Jewelers prides themselves on maintaining!
When I went into the store on October 31st 2011 to drop off my ring for its 6 month inspection, everything was fine. I was given a date to come back and I returned in December 2011 to pick it up. I remember picking it up then because I wanted it back for my birthday month-long celebration that I do! For whatever absurd reason, Kay Jewelers, Baybrook’s computer system was not working properly and the sales lady (in her haste to get back to sales, of course) reprinted me a DUPLICATE copy along with original copy of my receipts. She told me to keep it and it would suffice for the next 6 month inspection which was scheduled for May.
Here it is January 2012, on the 12th; the center of my ring...my entire diamond is gone!!! I have costume jewelry that holds up better than that and doesn't just have stones TOTALLY obliterated!!!
Of course sad, and heartbroken; I immediately go into the store flustered to have the traumatic experience of not having my ring intact and I speak with a lady I assume is the "salesgirl" She makes jokes and attempts to lighten the tone of the experience, and I concur to feel better, believing in Kay and the guarantee and commitment to stand behind your companies work, so I feel a little at ease speaking with her in the store. Then the lady, whom now I know to be Ines Kerfoot, tells me; she doesn’t want to tell me but, in the system it only shows me getting the inspection back in 2009!! I tell her, slightly confused, that the information is wrong and in fact I was just here to pick up my ring. She asks if I have paperwork from when I got the October 2011 inspection because if not; oh well. She was rather rude and ambiguous with her explanation as well. Not quite explaining why that may be the case. I say yes, because I DO have what the lady printed me.
I’ll stop here and say-
I find it odd that there's no record of inspections, but of course when MONEY was being PAID on the ring every month, without fail, Kay's knew and kept record of that. So, realizing to my detriment what the lady is saying and after explaining the situation to my mom she insists I call to speak with the corporate office. I spoke with Ken and he is much more helpful and establishes that it is in fact on record corporately that I got an inspection at the time I reported! If it's there, in corporate record, why doesn't the STORE it occurred at have record?!
After speaking with Ken he also establishes I have a lifetime warranty (which I knew) and the matter will just consist of either: replacing the stone/stones or replacing the entire ring. Calling Ines Kerfoot to confirm this conversation, she is again rude with me. I ask her if she spoke with Ken, she says, "What? He didn't relay that he spoke to me to you?" in a snotty tone. I then say, "No. That's why I'm asking you clearly." She says, "Oh well. Like I told him. You get the paperwork, we can talk." I then say, "No. That's not what he just explained to me. You know what, let me call him on the three-way and call you back." “You do that!" She says matter-of-factly. I then AGAIN call Ken (by now I have him on speed-dial.) He says he doesn't know what her problem is and I won't have to deal with her again because he explained to her what to do and that she shouldn't have responded that way. That the fact of the matter is; the company will honor policy, it’s (again his says) just a matter of repair or replace.
I, from there call the store back #1781, and ask to speak with the store manager, the lady says this is she. I ask for her name, she says Ines. I take down the first name and then ask for her last name and she laughs saying, "Oh I don’t give out my last name." I say. "Huh?" Talking to my mom, who’s now fired up, I say, “This girl said she don’t give out last names…are you kidding me?!” She then says laughing, "Well I guess I could, because it's on my card." I'm thinking of course she could, because it's public record, I could easily come up to the store and get it. From this point I'm supremely aggravated and call Ken back. It is about 8:45pm. I explain my desire to report her, and he says he's the appropriate person to speak with for my complaint. That he will call again and take care of it. Longer story short; here it was January 19, 2012 and I finally go into the store at the request of Ken to pick up my replaced ring from Josh Devine, whom by now, is the only person I care to deal with at the Baybrook store, only to find out my ring is no longer made, its discontinued!! HUH!?! I thought it was specially crafted by Kay Jewelers?! Why wouldn't your company have the design or molding to make another?!
That's fine, I must choose another supposedly. But I just want to place on record that my experience with Kay’s has been horrific! I don’t appreciate the tone, negativity and unwillingness to help that the store manager, Ines Kerfoot exemplified. I was distressed and hurt about my ring and when she wasn't making light of it, she was difficult and absurd and quite frankly "bitchy"! Josh Devine, the day I come in to FINALLY get my ring, tries to “excuse” Ines’ attitude and says, “Really! I’m sorry. She was really the force behind getting this done for you.” No the hell she wasn’t!!!! Ken was. Left up to that cow, I wouldn’t have had squiddly squat!! So don’t even humor me! I must maintain the so-called 6 month lifetime inspection, but I think training on customer service and satisfaction in times where the company or craftsmen is at fault should be taken into consideration. Especially when the premise of Kay’s company is, "peace of mind" stating, "It's our goal to make sure you're happy with your jewelry, from the day you make your purchase through all the years to come." Sorry to say, January 12th has marked my disappointment, and I want to share this with you and others.
Eternally disappointed with Kay’s Baybrook store #1781,
Khrystian N. Cunningham
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