5/5 Donny S. 1 year ago on Google
I’ve
read
a
few
of
the
older
reviews
for
this
Kay’s
store
in
Westfield
Bonita
Mall,
and
I
think
it
is
worth
mentioning
this
location
is
under
new,
stellar
leadership
which
changed
my
view
of
Kays!
In
November
2021,
my
wife’s
diamond
somehow
dislodged
from
its
setting.
Having
recovered
the
diamond
and
faithfully
followed
the
protection
plan
requirements
for
15
years,
my
wife,
ventured
into
the
Westfield
Mall
Bonita
store
to
have
the
ring
fixed.
After
receiving
a
call
that
the
ring
was
ready
for
pick
up,
she
arrived
to
find
a
note
in
the
system
that
her
engagement
ring
was
not
able
to
be
fixed
and
the
manager
was
not
available.
The
manager,
Catherine
Boyd,
later
called
saying
the
setting
was
the
incorrect
setting
for
the
size
diamond
in
the
ring
and
our
only
options
were
to
have
the
entire
ring
re-built
(the
style
was
no
longer
offered)
or,
more
excitingly,
come
in
and
pick
out
a
whole
new
ring.
My
wife
and
I
love
this
ring;
choosing
a
different
setting
was
not
part
of
our
shared
history.
After
explaining
to
Cat
that
the
ring
originally
came
to
me
bent
and
imperfect
because
the
setting
was
the
incorrect
size,
AND
since
another
store
had
the
ring
rebuilt
to
the
correct
size
this
would
ultimately
be
the
third
time
we
have
had
a
major
flaw
in
the
structure
of
the
ring.
Prior
to
my
interaction
with
Cat,
I
had
spent
a
decade
and
a
half
avoiding
Kays
because
of
this
original
experience.
This
all
was
complicated
by
our
impending
move
from
San
Diego
to
Omaha,
NE,
another
military
move
to
be
executed
Feb
of
2022.
Under
these
strained
circumstances
I
first
spoke
with
Catherine
Boyd.
I
told
her
the
entire
sordid
Kay’s
story
which
I
truncated
above.
Cat
immediately
recognized
the
situation
and
personally
begin
to
oversee
the
rebuild
of
my
wife’s
engagement
ring.
Cat
provided
my
wife
with
her
personal
cell
phone
with
a
promise
to
update
her
on
the
ring’s
progress.
Upon
its
completion,
she
would
have
it
mailed
to
her
Bonita
store
first
so
that,
when
released
from
Kay’s
hands
to
arrival
in
ours,
she
could
control
the
process
with
someone
who
was
familiar
with
the
situation.
Cat
followed
up
on
all
her
promises.
For
6
months,
we
received
periodic
updates
(and
pictures!)
of
our
ring’s
progress
through
the
rebuild
stage,
from
molding
to
finished
product.
More
importantly,
for
6
months,
we
knew
we
were
not
forgotten.
Just
before
Mother’s
Day
2022
we
received
our
ring.
Catherine
Boyd’s
customer
service
and
caring
stand
out
in
the
top
3
of
my
experiences
over
the
thousands
of
interactions
I’ve
had
as
an
adult.
When
I
saw
the
ring
after
the
months
of
rebuild,
I
was
immediately
transported
back
15
years
and
realized
I
would
choose
this
exact
same
ring
all
over
again.
Cat
intuitively
understands
what
I
have
come
to
realize
during
this
experience-
that
in
Kay’s
bridal
set
displays
you
do
not
sell
jewelry,
you
sell
stories.
That
ring
is
the
story
of
my
wife
and
I
and
represents
the
best
I
could
do
for
her
when
we
were
young
and
life
was
simple.
No
other
setting,
no
matter
how
new
or
bigger
or
what
a
great
deal
it
would
be,
could
shine
back
our
story
to
us
the
way
this
one
has
for
15
years
and
will
for
years
to
come.
With
no
expectation
for
more
business
or
an
upsell,
Cat
spent
6
months
correcting
someone
else’s
mistake
and
exceeding
my
expectations.
She
single-handedly
cast
Kay’s
in
a
different
light
for
my
family
and
it
is
my
intention
to
call
her
store
whenever
I
am
in
the
market
for
jewelry,
wherever
I
may
live.
I
would
encourage
everyone
to
do
the
same
if
they
want
an
experience
that
is
more
than
a
simple
transaction
and
celebrates
the
humanity
behind
jewelry.
