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2020-07-28
1/5
Terrible Customer Service. Never shipped ring
"I ordered an engagement sent May 9th and it was set for two delivery but scheduled to arrive June 22. Given the Covid pandemic, I understood the shipping issue. Fast forward to July 3 and I still have no ring. I am proposing on July 25. I call their customer service and after 20 minutes get someone on and they say it wont ship until mid to late July. I tell them I need it by mid to late July. They offer to do a store transfer after finding the ring at a retail store. I call Fayette Mall and they say they cant do that and if they did I would have to cancel my ring, reorder it through them and wait for shipping which would be at least 3 week process. I call customer service a week after to check on the ring. On hold for 45 minutes and have to hang up before anyone answers the call when my girlfriend gets home from work. I call the next day and stay on hold for 30 minutes before someone answers. Still not shipped. I tell them they need to overnight the ring from the store to me. They say only a supervisor can do that. I ask for a supervisor and they put me on a call list to be called the next day. Next day, no call. I called them and wait on hold for 20 minutes. Finally an answer. I explain what has happened and that a supervisor was supposed to call me and didn't. Get placed back on hold for 45 minutes and then hung up on. I called back and was on hold for 20 minutes again before someone answered and I finally cancelled the order. This representative told me supervisors dont call back until a week after the complaint and it would be three weeks before I was refunded. I ended having to go to a local jewelry store and spending $700 more so I could have a ring. At this point, I'm nearly one week from my planned proposal date (our two year dating anniversary). On July 21 a supervisor calls while I'm working, so I miss the call and he tells me all the issues were from Covid and he is sorry and if there is anything they can do to make things right let me know. Shipping I get but not for 2 months delay. Covid didn't shut down all lines of communication. Covid didnt continue to give me the run around and different answers from different Kay employees. When I tried to call the supervisor back, you wont believe it but I was placed on hold for 45 minutes then disconnected. I finally got on customer care chat and was told "We dont do anything for shipping issues." I told them I would be leaving reviews and contacting BBB and I was told "that's fine, have a good day""
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