Kay Jewelers
Reviews and Complaints

I paid 3800 for my wife's engagement ring told them she was allergic to yellow gold and was insured that the white gold will not break her finger out and it has we went to trade the rings in and they told me I had to buy double the value of the original purchase price this place is b*******

I am sick of Kay Jewlers calling us! A family member seems to be having a payment issue with Kay. While I do not condone avoidance of responsbility, the family member is well over 40 and lives clear across the country from us. We have absolutely no control or influence over the situation. Using public records search information, Kay has gotten my cell phone number and has called us dozens of times. Each time I have called the family member and told them that they need to deal with this and explained to the collection agent that he has been notified, that we have no responsibility or influence and have asked them to remove our name and number from their files and to stop calling us. Each time the agent swears he is removing the information and putting notes on the account but we still keep getting calls!
The family member's whereabouts are known to Kay, but when they can't work it out with him they bother family across the country, despite repeated requests to stop. I am so sick of this!

I too have lost all intrest in ever going to Kays Jewerly Store again! I have purchased over the last 10 years roughly 30, 000 in rings and other diamonds from this store. I however will never buy or go into a Kays again! I went to Kays due to the Zales storesbeing such ### quilty of merchandise, but the service comemitment from Kays is not any better. I took a 18.000 dollar ring in to be examined and they told me the progons where in really bad shape so they told me they could fix them welll $800.00 Dollars later they returned my ring in worst shape then when it went in. The heart shaped Dimaond was not set correctly and was moving inside the mounting! SO I took it back and they said oh sorry! I again had to leave it for another week. The second time I picked it up the prongs where suppose to be done and done right stupid me I trusted them. The third time this time the prongs are not touching my diamond and They said oh but it is sercuer and We will fix it but I said no to their three times is the charm maybe we will fix it the third time in... I can not chance it it is a very big diamond to have slip lose and lose because they have hired second rate repair men the only good thing I can say about that store is it was a lesson well learned!DO NOT GO TO KAYS!

You should take it to an appraisal and make sure that you have "real diamonds" in it instead of crystals. When they loose jewelry it's not lost it's because they switched out the real diamonds for fake ones.

Kelly,

I am so sorry for your experience at Kays. I posted a complaint on here yesterday too, and I can totally relate to how you are feeling. I have also complained to corporate and to my BBB about how awful the service was and the fact that they blatantly lied to me. I hope you find some way to move on and enjoy your wedding day. I know it's easier said than done, because I am not there yet either. It is still an open wound and we are both very upset about the whole thing. I will never have the ring he proposed to me with either and it really hurts. I only had my ring for a week before I sent it away to get sized. I can't imagine having it for 5 years and having something happen to it and them not make it right. I really feel for you and am sorry for what you are going through. Just wanted you to know, that there is someone out there that has a very good idea of what you are going through. I hope your wedding day is perfect in every way.

this is how dishonest kay jewelers are.kay jewelers posted this comment.

hello this message is for Kay Jewelers customer service

I was attempting to apply for a Kay Jewelers credit account, but only received an error message saying my password was incorrect.

Well, I beg to differ. I have used this same one for 7-8 years and have no intention of changing it now merely to give you the PRIVILEGE of helping me. So, I will go back to the one I usually shop at. This is Zales

thought you could use this honnest comment

regards
ronald parker

Kay Jewelers sells beautiful jewelry but their customer service stinks BIG TIME! I paid $600 for the interest free for 1 year. The customer service representative (Cee-Cee) asked if I wanted to lower my monthly payments. Naturally I said "Yes", the following month I was informed that my account was no longer interest free and my payments went from 0% interest to a 22.90% interest rate. I was livid. I called customer service and they claimed that the account was changed because I requested financial hardship. I explained to them that when the representative brought the idea up she never mentioned the terms (meaning I would lose my interest free 12 month payment plan). They were very smug and didn't offer to help. I paid my bill in full and closed my account. 3 times I was told something by one representative and the following month what was told to me was never documented on my account... they basically raped my wallet and took $300 from me in 3 months before I smartened up and closed my account with them. This was by far the worst experience I have had with a credit card company. I would not recommend them to anyone. It was a horrible experience!

Stay away, at least from the store in the International Mall in Miami, they do not do what they promise, 4 days delay and still waiting on the rings, very disappointing, a complete disaster! When we finally got the rings, they had to be resized to 5.5, guess what? They did it to 5... Unbelievable. Stall waiting from somebody to say at least sorry?

I dropped my engagement ring off to be sized on February 8 and was told that it would be ready for pick-up on the 19th. I was surprised that it took 10 days for a ring to be sized, my sister had her ring sized in 1 hour from another jewelry establishment. When I called to check on the status I was told it would be ready the 19th, although the lady quietly said on the phone, "Oh this hasn't been shipped." When I called back to speak to a manager I was told that it would be ready on the 19th again. On the 19th I was told that there was a problem with the ring sizing and that it would be ready the 20th. When I went to Kay's on the 20th I was told that it had not been shipped and the manager was very rude with my frustration. She told me that it might be ready on the 23rd when the computer print-out read that it would be ready the 25th. Now I am worried as I look at all the complaints from Kay's that I won't get the ring back in the same condition or when the manager said it would be ready. They don't know now when it is going to be ready. I was going to purchase the wedding bands from here but have now changed my mind. I should have received a courtesy call from someone when they realized there was a problem with the ring sizing and it would not be ready the day they said it would be.

I bought the engagement ring in June 2008 from Kay Jewelers in Appleton and in January 2009 we both decided to buy our wedding bands from Kay Jewelers in Wauwatosa at Mayfair Mall. When we bought the wedding bands we were told to wait a month before the wedding and then get the ring squared (to match my euro shank), put together, engraved and sized. In the meantime we moved to the Madison area and so on March 2, 2010, we brought the ring into the East Towne Mall in Madison, Wisconsin. We asked for these adjustments to be made.

On March 14, 2010, we got the rings back. The jewelers had broke the engagement band, that they were not suppose to size (to our knowledge), had off centered the rings when putting them together and had replaced the wedding band with a band that looked nothing like the band we had on the engagement band (they were suppose to match and we paid $500 for this adjustment). A lot of these mistakes we noticed after leaving the store and seeing the ring in the sunlight as the store has very poor lighting. We then came back to Kays and spoke to the store manager (Jeff) who saw the mistakes and stated they would replace both the bands with size 5 bands, put them together, and re-engrave. He also stated jokingly he hopes next time we pick up the rings we dont return with a knife. Obviously, this comment is not appropriate for any customer, especially a customer who had to have their engagement band replaced which previously held sentimental value. He also stated in a non-joking manner that he may not have our rings back to us before our wedding. This comment upset us very much. We brought the ring in a month and half before our wedding. When the mistake was made we should have had priority and been able to get the rings back in a more timely manner. We was so upset by the store managers unprofessionalism that we called March 15, 2010 just to make sure the correct things were going to be done with the ring and that they would not be put together. We declined having the rings put together due to the issues we had. We wanted to be able to see both rings separately and have them put together at a later date. The week of March 15, 2010 we called to voice our concerns about the customer service that we had received and was granted a $50 refund (did not request a refund).

Then March 29, 2010, we went to pick up the rings again. The engagement band was scratched and the engraving on the wedding band was not centered and started from the bottom of the ring and stopped on the top corner of the ring ( in diagonally fashion). So after seeing this in better lightening, we once again returned to the store. They stated that they could fix the engraving and possibly be able to take off the scratch on the engagement band. At this time we did not want them to touch the engagement band fearing that a larger mistake would be made (and would not be able to have the rings ready for our wedding), but did let them fix the engraving. In the meantime we asked a store representative how they would re-engrave the ring, as we was worried that it might thin the band. She stated she did not know this so we called a corporate representative. At that time we had to wait on hold for 8 minutes just to hear from a corporate representative that we would have to ask the store that question and she could not answer that question for us.

On March 31, 2010, we got the wedding band back after calling to see if it was there. No one from the store was able to call to tell us it had returned. When we went to pick it up the engraving was finally done correctly, but we noticed that we could see the notches where they put the new band on and that it had unequally gold distribution (band is really thin in places). We told the representative that we picked up the rings from, that we would not sign the form stating that the work was done to our satisfaction. She stated that if we did not sign it we would not be able to have our bands which needed for my wedding. So being forced we signed the paperwork.

On March 31, 2010 my wife also called Kay corporate office about being charged for an engraving when it had to be done a total of 3 times. This gentleman told her that she was liar after she told him that we have had to drive to Kays six separate times, which I can assure is correct. After being called a liar she was so furious she hung up on this gentleman and decided to call again April 1, 2010. On the morning of April 1, 2010, she called again to explain my story in hopes of a good service recovery. This time that lady said that she could not transfer her to a supervisor that she had to talk to her. Then when she explained my story and stated that we should be refunded at least for the engraving she stated that the store stated that we did not pay for this even though on our receipt it states that we did. She went so far as to say that you do not believe what your customers tell you. Three hours later this woman called my wife back after finding out we did pay for the engraving and gave us a refund.

On April 1, 2010, I called to speak with the Jareds location that had handled the repairs to the rings and asked if these notches are repairable. They explained the process that would be required to fix it. He also stated that a good jeweler would be able to fix it and would not have caused the notches to appear in the first place. He also stated he would be very unhappy with that situation if it happened to him. On April 1, 2010, we went to the Jareds on the west side of Madison. The shop manager stated that the scratch was a seam and that it could not have been a size five band as we was told by the East Towne Kay. The shop manager also stated that she saw the notches on the wedding band. Chris stated that she would be in contact with the DM (district manager) because she wanted to get two new bands and cast them from molds and that when we returned from our wedding that these repairs could be made then.

On April 24, 2010, we started to work on the ring issues once again after returning from our Wedding/Honeymoon in St. Lucia. We called Jareds at 10:30 in the morning and spoke to a representative who said she needed to do some research on our case and get back to us. By 11:00 we still had not heard anything so I called to check on their progress. She stated she would now make us a priority and would back to us. At 11:30 she returned the call and told me that the shop manager will call us when the DM is in store. So nothing had been done and we are still are at the same point we were on April 1, 2010. We then decided since no progress had been made to take the rings to West Towne Kay and have the work done by someone different for peace of mind. The store manager at West Towne Kay is in agreement with us that the wedding band has notches where it was made to a euro shank and has an uneven amount of gold on the sides of the ring, and that the diamonds need to be placed in a new band. He stated that it would take a great goldsmith to salvage the ring. He stated that the seam could be easily fixed without replacing the engagement band.

Unfortunately, when my wife called to speak to him on April 26, 2010, he stated that he would not be able to work on the rings because he was told he could not by corporate and offered her no solutions. He even stated that the refund we were given was our solution ($36), which was never told to us. We rather give back $36 and have the rings fixed. Another note is that he stated that they had so many problems with Jareds in Madison, Wisconsin that their work now goes through another Jareds.

Overall, we still have no solution for the rings and we have exhausted our resources. We are left with a ring that every jeweler we have talked to has said is of very poor quality. If Kay Jewelers had there way, this is the ring my wife would wear for the rest of her life. This ring only reminds my wife and I of the horrible ongoing experience that we are having with Kay Jewelers. This has put a huge damper on our lives as newlyweds, which should be a joyous time. We just want the rings fixed appropriately after they were damaged by the goldsmith. We do not feel that this is too much to ask.

6 years ago I purchased a watch a a lifetime battery replacement. Since then about once a year the battery goes dead and they have replaced it. Last year I went to the Kay Jewelers in the Middletown NY Mall Galleria. The rude male sales person said he wasn't going to take the watch apart once he saw that it was for free. The other sales person said she would do it and replaced the battery. Well once again I went back today to get the battery replaced and the same rude sales person, male, dark rim glasses and kind of fat said the watch needed to be sent out for service for three weeks cause it was still ticking. I told him the battery is dying and replace it and he refused. Kay Jewelers are the worst at customer satisfaction. Just replace the battery and then if the watch continues to malfunction I will send it for repair. He is obnoxious and rude. Just service your customers.

DO NOT BUY ANY "WARRANTIES" AND I'M ALSO A REAL ATLANTA JEWELER! I DON'T OFFER ANY "WARRANTIES" ON ANY JEWELRY I SELL DUE TO THE FACT THAT I DON'T SELL "DEFECTIVE JEWELRY" AS MANY OF THESE FAKE JEWELER'S DO.

I strongly feel a customer should pay as they go when they purchase their jewelry, if your ring needs to be sized, you should pay for that at that time, if anything goes wrong with your jewelry you should pay for it at the time you get it repaired. A "WARRANTY" IS NOTHING BUT A PIECE OF PAPER TO MAKE MORE MONEY OFF OF THE CUSTOMER, AND I DON'T CARE WHAT ANY OTHER JEWELER HERE HAS TO SAY ABOUT MY RESPONSE. What if you never need to use your "WARRANTY" in the next 5 years? will the jeweler REFUND all of the money you paid into this WARRANTY? HELL NO, THEY'RE GOING TO KEEP EVERY DIME!

My customers APPRECIATE my HONESTY & INTEGRITY when it comes to what i do, as well as how i treat them. If you sell QUALITY JEWELRY from the beginning, you'll never need to offer any WARRANTIES to a potential customer.

Hello to you i'm James Jeweler in Atlanta, Ga and i also have my own jewelry discussions here under "JEWELRY & WATCHES" i was reading your complaint and let me first ask you to GO GET YOUR DAMN RING FROM KAYS! it doesn't take 10 days to size a ring! if i were asked to size your ring i could've had your ring sized within 30 minutes to an hour max, and had it shipped the same day back to you.

What you don't know is Kay Jeweler's DOESN'T DO THEIR OWN SIZING OR DIAMOND SETTINGS THEY PAY SOMEONE ELSE TO DO THIS WORK FOR THEM. Do not buy anything else from Kay Jeweler's and if you'd like to contact me feel free to do so, i'm a REAL ONLINE JEWELER who has never had any complaints filed against me here, nor any other complaints site.

You can contact me directly at the info below, and when you're ready for your wedding bands let me know i can send you the links to my WEDDING BAND JEWELRY MANUFACTURER'S WEBSITES so that you can see what they have available, MY JEWELRY MANUFACTURERS DO NOT DO BUSINESS WITH THE PUBLIC if you like any rings on their sites let me know, then i can contact them to get my cost for them, then i will let you know.

Contact James The Jeweler here or:

Email Address: jamesthejeweler@yahoo.com

Phone: [protected]

James The Jeweler's Jewelry Blog: http://jamesisajeweler.blogspot.com

Yes, it was wrong if they did not tell you that the warranty was needed or there would be a charge for a sizing. But being in the jewelry profession, I disaggree with your point of view. A extended warranty is needed for all repairs caused through normal wear and tear and sizing. It is better to purchase the extended warranty because most companies do offer lifetime coverage. So not only your first sizing but all sizings are completely free. Ring sizings are pretty expensive and you end up saving money in the end.

That wasn't being mislead, that was just bad math on your part. To get 30% off of $600, it would end up costing $420, PLUS the warranty and taxes which would be about $150 more. That would be the correct price without any misleading information.

I totally agree with the post. I purchased my fiancees diamond from them in January for about 6K. The ring was brought in because the stone was loose. It was sent to the home office to be replaced. 3 months and 3 attempts to find a stone and setting that would fit together we still do not have the ring back. This is a disgusting oversight and in my opinions adds up to gross negligence on the part of the company. All I want now is to get my money back and to never do business with Kay again. Of course their policy is they do not give refunds. Is there any way I can get a lawyer involved to settle just to get my money back?

If you feel that Kay is not a "real" jewelry store then what were you doing there purchasing a new ring in the first place? It sounds like the salesman did his job in advising you that your ring was in need of repair, if he hadn't and you had then lost stones from the ring would that have been his fault also? When you sign the repair slip to send something out for repair you are acknowledging that it will be shipped out to a remote location repair shop. You are also signing to the fact of the value stated and if it is lost it will be replaced with something of like quality and design. Nowhere does it say they will pay you the retail value of the item if it is lost. UPS lost it, not the store, so place blame properly. I mean think about it, they are in the jewelry business, so why in the world would they pay you the retail value of the ring? Of course they will replace it at their cost for you. You end up with a new ring of the value you agreed to when you sent it out. You were not scammed by the company, unfortunately losses in shipping do occur and it is a bad thing but perhaps you have made sure you understood the situation before you sent out your ring for repair.

The helpful professionals at said jewelry chain remind one of a shark when said shark smells fresh blood. There is no mercy or humanity, just reaction to their advantage-that moment when a consumer ponders the offerings put before them. It DOES seem strange that the customer's articles were lost, does it not? Stores and businesses CANNOT stay in business when valuables are lost or misplaced. It is a curious matter how they find repairs in many, many instances when a customer dares to enter their stores. Reminds one of those auto repair facilities who always find something wrong that is in need of repair. My best advice is to avoid these theives masquerading as jewelers.

E.d. you keep posting things on here in "favor" of Kay. I think you work there and are trying to maintain your customers. I have read SEVERAL reviews where Kay has "lost" the jewelry. I know that UPS loses packages but not as many as I've seen reviews.

It's not the stores fault that your jewelry was lost. unfortunately, ups/fedex lose packages and yes their insurance replaces the value of the product lost. nothing can replace a sentimental item such as yours and as frustrating as it is for you and the jewelry store, the only thing that can be done is to replace your loss with something of the same value. they do custom work and might be able to recreate your lost piece. i have worked for a couple of differant jewelry stores and among other things, ups/fedex have lost company shipments before to include yours and theirs. i am sorry that it happened to you and understand your anger but be sympathetic to the jewelry store. if they hadnt told you about your loose stones, then you might have hit your ring on something and out come the stones, then where would you be. i'm sure if you suggest the custom option to them, they might be able to work something out. i sincerely wish you the best of luck in getting a resolution to your problem but a lawsuit is not the way to go.

Nice to see you here, Mr. E.d., defending your employer, at any cost. Would it not be better for your company to accomodate the customer instead of taking the low road. Speaking of low roads, your employer's finances are heading in that direction. Sadly, so are many, many others.

merchandise can't be sent to customers for obvious reasons. it is against company policy to send merchandise to a customer address for security reasons for the store and the customer. as far as you getting to a store. give your claim check to a friend, (if you have one you can trust) and let them go and pick it up for your. also, last names of customer service representatives of any company you work for is not something you readily give out. there are many stalkers and hotheads out there that could use that information to get to them personally. which one are you?

Have been buying from Kays for 21 years and have spent thousands and thousands of dollars there. In the last couple years we've noticed the customer service has gone done. They used to give courtesy calls when your jewelry was repaired and ready for pick up. Not any more! Their excuse is "We don't have time because we have way too many repairs". Well if that is true, what does that say about their jewelry, that they have way too many repairs! And the last several times we've gone in for our jewelry to be inspected there have always been 2-3 people standing behind the counter, busy talking. When I took our jewelry in (which consists of about 12 pieces of jewelry) the end of Nov, I set every on the counter - the lady didn't even offer a little tray, like they have in the past. Then she walked away from it. This floored me as I have a Leo diamond ring worth a lot of money, along with a few more thousands of dollars worth of jewelry that she expected me to just walk away from. I got her attention and asked what she was going to do. She informed me that she was finished with me and I could leave, I told her I would not be leaving until she had my jewelry in her hands! We have complained non stop about the lack of customer service there and it has only gotten worse, not better. I placed a call to headquarters today and was informed that I have to deal with the manager at that store because every store has their own procedures and ways to handle things. Really? We will not be spending another dime at any Kays! My husband's ring has been sitting in their store since Dec 18th - due to the holidays and family coming in from out of state, we forgot about it. That is when a phone call would be nice! They used to call and leave a message that your jewelry was back and ready for pick up. But now days, they just don't have time for that. Disappointed! Oh well, there are many other jewelry stores that I'm sure will appreciate our business! (and that's alot considering I love diamonds! LOL)

I am completely fed up with the customer service. I bought a ring there a year ago. $8000.00. I lost one of the diamonds and sent it in after owning it for 7 months. They would not fix it because according to them we didn't get it inspected (they couldn't find it in their system, imagine that). We ended up paying $200 to repair it and they would not mail it to us. We were not living in the US at the time. Now 4 months later the prongs are loose and you guess it they won't ship it. It is the worse customer service I have ever seen. It took months to get the ring fixed the first time and some pretty angry phone calls as well, especially after we shipped the ring to them to be fixed and then they announced that they would not ship it and oh by the way you owe us $200. Never and I mean never buy anything from them.

How long has it been since your initial purchase?

call their customer service number and your treatment will be addressed by the district manager and the store manager. you are right about the esp/insurance plan. without a receipt, it is somewhat difficult to locate the information without accurate information. and yes, they could use your account number to pull up your account, but even then the system will only show account history back as far as a year to two years in some cases. if you have the esp plan, it will pay for any repair work to restore the piece back to wearable condition. it doesnt matter whether she wears it to work or not, she should be able to wear it and enjoy it without worry. thats what the guarantee is for. good luck

i agree with your problem, not sure why they were having a problem with the shop but sometimes the store is at the mercy of the repair schedules a shop might have. as far as mail on saturday, they don't use the u.s. postal service. ups is the shipper and they don't usually ship packages for delivery on saturday.