Went to this store to pick out a pillow gift for my fiance on the night of our wedding. I picked out a custom wristlet with her soon to be initials on it. The store took my card, charged me, and told me it would be ready in plenty of time. A week before the wedding, I realized I need to go pick the item up. Tried calling the store to see if I could ship it. Called morning, noon and night for three straight days and couldn't get anyone to answer the phone. So, I called corporate. It then took corporate 11 minutes to get someone on the phone after calling some unpublished number. Come to find out, they were unable to place my order and supposedly called me two weeks ago to let me know the order was cancelled. Interestingly enough, no one left me a message and there is no record of the phone call on my bill. Even more interesting, they never refunded my money that they charged. I asked to speak with a manager and was told that one wasn't available, but they would call me back later in the day. I'm going to do a chargeback through my Credit Card Company and call it a day. Kays should be ASHAMED of such poor service to their customers. 15 year customer, lost.