- 5 years ago
On 12/16/2012 my boyfriend took me to Kayes to pick out the charms for a bracelet he was purchasing for me. The bracelet price totalled approx. $800. On 01/13/2013 I returned to the store because 4 of the charms had lost many of the crystals. After 2 hours of them stating that a couple of the charms were discontinued so the sku was no longer showing; they could not tell on the receipt which was which they finally exchanged the charms and oops they did after have 2 of them in the back. They finally realized I was not going away and exchanged the 4 charms. It took 3 hours to get this exchange.
On 3/7/2013 again the same charms crystals had fallen out; at this point I said I wanted to do an exchange for charms that had no crystals, the sales person helping me stated they could only exchange up to 60 days. I argued with her and she stated she had worked there for nine years and knew the policy well. I read my receipt and pointed out to her the receipt stated 90 days and since it was a credit and re-purchase for the last transaction that I as well was in the 60 days to do a full return on those charms. I arrived at the store at 6 pm and sat there until 7:30 while they contacted customer service and was told sorry 2 of the four charms could not be exchanged because they had been discontinued and the sku’s were not matching on the receipt. I told they they needed to call someone else because I was not leaving without them allowing an exchange or full refund. At 7:30 I took another approach and started telling every customer what I was experiencing and how terrible they treat you after the purchase. I showed my receipts and bracelet defects to the customers and while I was there assured they had no sales. Hmmm, after running off 3 customers and 1 that had returned to purchase a $2,000 engagement ring that this sales person had been working with for a few days they agreed to exchange the charms. The return was not completed until 9 pm, 3 hours to exchange defect products they sell.
Moral to this story is the only way to get the managers attention is to sit in the store and share your story with every customer that walks in and drive as much business away as possible until they do the right thing.
I have told my boyfriend please never, ever buy from Kayes again.