Kay Jewelers’s earns a 2.0-star rating from 5 reviews and 368 complaints, showing that the majority of jewelry shoppers are somewhat dissatisfied with their purchases.
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repair service takes too long
I purchased a three stone, 1 carat t.w. band in December 2008 from the store in Lexington KY. At the time of purchase the sales person tried to sell me the extended warranty; my response was they must not have much faith in their product if they are already talking about stones falling out, etc.! I took the ring in to the Zona Rosa location February 2009 for resizing, my husband wanted the extended warranty so we shelled out $300.00. The resizing took roughly 3 weeks. In April one of the stones fell out of the ring, when I took the ring in for repairs, I was told because I had not had the ring checked every quarter, they would not honor the warranty; but they readily admitted they had checked the prongs when the ring went in for resizing. Again, we waited almost three weeks for the ring to be repaired. When the ring was returned the replaced stone was noticeably smaller than the other two. Again, the ring has been sent for repairs! At this point, we have owned the ring for 5 1/2 months and have worn it for about 1 1/2 months. Not happy with Kay Jewelers.
The complaint has been investigated and resolved to the customer’s satisfaction.
customer service
I took my wedding ring in for the 6 month inspection under the esp warranty in March. After inspecting the ring, it had to be sent out for repair due to chipped stones. I was told it would be back in 2 weeks. Two weeks went by and no ring. When I called, they said it had to be sent to the manufacturer because they had to cut new stones to replace the chipped ones. They said the ring would be repaired in a month. After not getting a call a month later I once again called them. This time they said the ring would not be ready for 3 more months! Now 4 months later I get a call and guess what - MY WEDDING RING HAD BEEN STOLEN ON ITS WAY BACK TO KAYS! And all they could say was "we're sorry this happened. Come back in and we'll replace it for a ring of equal value ( they don't have that ring anymore ) or we'll give you a store credit. They had no regards to the sentimental value my ring had and any other ring I get as a replacement for it would just be a ring. UNBELIEVABLE!
The complaint has been investigated and resolved to the customer’s satisfaction.
lieing sold us sterling sliver thinking we purchased white gold
My fiance purchased my engagment ring for me at Kay Jewelers in Regency mall. He paid over a grand for a white gold wedding set and put it on Kay's credit. This past Feb. we purchased my fiance's ring at the Avenues Kay's. We went in there looking for just a regular 14carat 6mm gold band. The girl working there showed us some 2 toned rings with "white gold" and yellow gold with diamonds. She said she could do a better deal on the two toned ring saying it was a 550$ ring that she could for $360. We said OK and put it on our credit.
Not even a year of us being engaged I noticed my ring started turning yellow on the back. I had the lifetime warranty on my ring so I decided to take it to Kay's to have it looked at and see why is was doing this. My fiance's ring had been in the box since we purchased it (which was hardly 3 months) and I decided to look at it to see if it looked like that. Not only was the gold turning a "fake yellow" look but the "white gold" was TARNISHING! I was sooo pissed! Went to the Kay's at the Regency where my ring was purchased and complained. They said they could redip my ring and that all white gold no matter if its from Kay's or anywhere else is dipped in uranium which they NEVER mentioned with the purchase and would have to be dipped at least once a year. WTF? THENNN my fiance's ring is the worst. They pulled up the receipt which read "SSl26 Men's wedding band" The lady told me that it was STERLING SLIVER with 10k gold accent! I said excuse me? Sterling sliver?!? I was told I purchased White gold. And she said sorry it must have been a mistake. And I said ohhh no there was no mistake I never mentioned anything about wanting any other metal than all gold. I asked to speak to the manager who was not in at the time and they went on to tell me I could get a refund or replace the ring with another equal or lesser value. I told them no and I would go to the store where I purchased it. I called the manager at the Avenues store and she told me she is "sorry" about the mistake but there is nothing she can do about it. She said it "clearly" says on your receipt sterling sliver. I said NO IT DOES NOT. It says a code of ss something. HOW THE HELL AM I SUPPOSE TO KNOW WHAT THAT MEANS?!?! It could mean stainless steel or even stupid ###! Then she told me another couple had the same experience with there sterling sliver turning and all she needs to do is clean it. BS! She then fed me some more fukin ### and said that the turning of the ring is due to the chemical reaction from sitting in the box with the glue. I said why the hell would you put your jewelry in boxes that ruin it?!?! I told her that she has made getting an engagement ring a horrible experience and that I was lied to and there is nothing she can do to fix this fraud of a deal I got talked into? She said I could purchased the original ring I wanted which was 6mm 14carat but have to pay an additional 50$. I said you can't eat that 50 for all this hell. She said she couldn't do that and basically said ### you. ### KAY JEWELERS THEY ARE ### FAKE SALES AND JEWELRY!
The complaint has been investigated and resolved to the customer’s satisfaction.
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*******
switched diamonds
On May 1st my wife decided to have her anniversary band re-sized. We purchased a "Leo" band for about $2700 in 2006. This is their top of the line diamond ring and included certification paperwork along with engraved serial numbers in the diamond. My wife and I actually looked at the serial numbers on the diamond when we purchased it.
When she went back today to pick it up, she asked to see the serial number. To her dismay, it did not match our paperwork and certification. The store manager and associate said that we must have changed the diamond. We obviously did not and they went in the back room for about 30 minutes. They then came out and said that they will call us later tonight and that they need to keep the ring. I called their corporate office and they said they would look into it. They then called back about 3 hours later and said that we were given the wrong certification when we bought the ring and to go pick the ring up. I asked where the correct certification is at. They did not know and said the manager would have to figure it out. They must really think were stupid. We are contacting an attorney and are thinking about having charges filed with the police.
The complaint has been investigated and resolved to the customer’s satisfaction.
thanks for the tip, I have used Blue Nile also to replace my diamond and am very happy with them. Buyer beware of the local chain
This is disgusting, they charge you for a diamond, give you something else. Companies like this make me sick. I only go through one company and have never had an issue with them. They are also probably the cheapest on the internet, however even then they dont dick you around. the website that i go to is www.jewlsforless.com. if you dont want to get screwed I would go to them.
Wow! My story is 8 years old and seeing this break finally feels great! Ok so I had a 2.2 carat diamond solitaire that I wore for over 20 years and kept insured for over twenty grand. And never left anywhere. At Christmas my husband bought me a necklace from jareds...while picking it up they asked to clean all my rings, as we were right there I agreed. Christmas Eve as we were admiring all the jewelry we ladies had on, my husband told me my diamond didn't look right.. I poohed him and forgot all about it...until the following may as our only son prepared to propose to his girlfriend. I had always told him my big diamond was his to give when he was engaged. So the time was here! I returned to the same jareds that had cleaned my jewelry to have it cleaned and tightened. After a few minutes I was called to counter and told my ring WASNT a diamond, I almost passed out! After regaining my senses I insisted a manager speak with me, I told them in no uncertain terms if my diamond was fake THEN THEY SWITCHED IT! They were rude and condescending...mind you I have an up to date appraisal on the ring! I didn't appreciate what they were implying, that ring was a family heirloom to be passed to my sons wife. Oh my god what a nightmare. I spent months fighting them involving the attorney general and better business bureau ...they "investigated" and sided with Jareds. I made sure EVERYONE I know never walked in there again. I had proof positive of the value and when it left my hand. I'm not surprised at the scope of this scam as no one would do a thing for us. So my insurance company paid for it...half the insured value ( a whole different fight)
Be wary of any of these stires... Kay/jareds and the rest if this chain. I honestlt never thought the store was responsible for the theft, just responsible for not vetting their employees...what I'm seeing suggests something else
My husband bought a $2500.00 wedding set from Kay; the engagement ring, however was a size 10. Let me preface this by saying that the engagement ring was a stunning 1 carat Marquis. When I returned to Kay after it was sized, my mother and I both looked at the ring, looked at each other, looked at the ring again, then looked at the manager. My mother was actually the first one to say "that is NOT her ring." There were CHUNKS of carbon in this ring. Any woman would be embarassed to wear this ring. True to form, our paperwork did us no good. We swapped the diamond ourselves or bought a similar ring and are now trying to get an upgrade; any rediculous scenario you can think of, they told us. The BBB didn't care. The State's Attourney General didn't care. The company didn't care. I had to take that piece of junk. I never told my husband because it's not about the value of the ring, however, I was livid that he was played for a fool. Anyone fighting Kay- don't give up! I have never forgiven myself for just rolling over so quickly. Oh, and the bonus when I told the manager straight-faced that this was not my ring, she looked me directly in he eyes and eerily said, "proove it."
I too just got taken by a local jewelry shop, i will not name the shop at this time untill the investigation is done, but want to warn unsuspecting people to PLEASE! be very careful, everyone can tell you to only take your jewelry to reptuable places but unfortunetly they are very few left... It was just tragic and heartbreaking what happened to me so i am sharing my story in hopes someone else will never have to go through this... I took my beautiful solitaire diamond that i wore for 25 years to a local shop that claimed to have repairs while you wait, because i never left it with anyone and thought well i will be right there nothing can happen, Well it did .. they were suppose to tighten my prongs a little because the diamond felt a little loose, they did and got it home and when we looked at it through our loop we had i almost had a heart attack, it was so full of inclusions, scratches, a white line around the outside top of the diamond, oh my god i just fell apart, we called and i told them i was giving them the benefit of the doubt that an honest mistake had been made, and was told my diamond was never taken out of my ring and hung up on, well to make this long horrible story short, i ended up filing larceny charges against this store and am waiting to hear from the detectives, I am heartbroken and sick to think someone could be so greedy to do this to another humen... Be careful!
Kay and every other jeweler that is associated with them are awful! My fiancée and I bought my engagement ring at JB Robinson in Alabama in December of 2007. We picked out the ring a few months in advance and they told us they were having a big sale on December 4, 2007 and if we waited we would receive over $1, 000 off my ring which is originally priced at $3, 800 we got it for $2, 700 including tax. We thought we were getting a great deal for my 1 ½ princess cut 3-stone ring. It was so pretty in the store when I first saw it. I have thought before that when he actually picked up the ring there was a possibility that the ring was switched. I had heard of this happening, and actually happened to one of my mom’s good friends at Kay’s a few years ago. At the time I did not know that JBR was Kay’s sister store or we may not have bought my ring from there. But why would a jeweler actually willingly save us $1000? If they knew they were selling the ring and knew they were going to get to sell the high quality diamond elsewhere because we had already reserved that ring. Well upon buying the ring we received “marry money” which gave us $100 off of a $300 purchase. We decided to buy our bands the following January, on the 16 of 2008. We were not getting married until 2010, but we wanted to get the rings paid off way before the wedding since we were both still in college. When we were looking at bands I saw one I loved. The diamonds matched up with my ring perfectly. The manger Cameron assured me that it could be “fitted” to my ring. Since I bought the warranty on both the engagement ring and the band it would only be around $40 to have it fixed. I was so excited because I loved the band and my ring. Well I got the rings paid off in the year you are allowed interest free with their credit line. Well I took the ring to Kay’s last week to have the band “fitted” to my ring since my wedding was less than a year away. Well I was told by the manager at Kay’s that the band I paid $400 for cannot be fitted to fit my ring because it will ruin the diamonds on my band. And that it will be $1200 for them to “custom make” a band to fit my ring that they STILL currently sell in the store. HOW can you sell a ring and not sell a band. Plus how can you charge me $1, 200 for a ring when I am supplying the diamonds and a big chunk of the metal? What is it $100 per hour for labor? That is just stupid. Beware of Kay, JBR, Jared and all the other companies that are associated with them. Don’t believe me… google Kay Jewelers Scams! My fiancée’s dad was a jeweler for a long time and so was his granddad for over 50 years. His dad told us it should cost no more than $400 to “custom make” a band for my ring. The reason a band has to be custom made is because my ring has a diamond on each side of my ring to “set” the stone or that’s the reason I was told. I think personally it is a load of bs. Anyone planning on buying at Kay, DON’T!
Identical issue at Jareds. which is Kays, Sterling, Marks and Morgan and many more names...
I picked out a 1.1.3 carat diamond which it was a G in color for 4800.00.. When I came to pick it up after it was sized etc. It was not the ring I picked.
So, they indeed found the tickets, the sku numbers did not match . iT GOT WORSE. I was given a 1.03 I in color diamond ( a yellow ugly diamond) after the first one is so called lost. That was a slap. Then I decided to go for a better quality and clarity. VVS2 and F in color which cost me another 2200.00. Now I have a cloudy, F in color diamond. that should be so colorless that all it does is sparkle. NOT. I want to cry everyday, I am sad, I am frustrated, I have been mocked when I go into that store... Oh please do not shop at Jareds. Please. Save your money and shop around with a real jewelry store. Please. I wish they would do the right thing and take the ring back. Allow me to pick another and we will be through. Or better yet, give me my money back.. Which pigs wil fly first.
costomer service blows
Customer service blows. they lose rings and I've never had my ring to me on time. The Sales people are rude as heck, and honestly my husband and I are going to get all our friends and family to boycott Kay...PERIOD!My blessed ring was very special to me it was perfect and now i have a larger ring that hurts my fingers and is honestly UGLY! No one ever gives us the correct phone number to contact people. Ya know there are a lot of people in the military I hope Kay loses a lot of business!
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
ruined engagement ring
After 21 yrs apart, (we were kids and circumstances beyond our control separated us. Families moved and addresses got lost) my fiance' and I have reunited. Only DREAMED of ever finding each other again and having a future, never thought it would actually happen. We are still living in seperate states, but see each other as often as we can and can't wait til we are married and together every day. Well, our dream has happened and our engagement was the happiest moment for us and Kay took that away!
February 20th, we got engaged, with the ring we both picked out originally from Jared's, but economy has hurt us both and we decided we had to get it from Kay instead. BAD DECISION! I needed to get the ring sized to a 4 1/4 and we didn't have the extra $100 for the warranty immediately, so we were told we could get the warranty any time. So, we came up with the money within a weeks time. I took the ring to Kay at Chapel Hill Mall in Akron, where we purchased it and they told me it would be 10 days before we got the ring back. I asked if they could put RUSH on it and they said they could try, but with Valentine's orders from week before, they weren't sure it would matter. Said they would call me if it came in earlier than the 10 days. Well, I hated to give up my ring for that long, but it had to be done. We had taken photos of it and sent them to our families so they could see it. My fiance had put it as a screen saver on his computer and showed it off to everyone.
Well, Kay gets their rings in, in the afternoon, so, when I called first thing in the morning 10 days later, Sarah said pretty rudely that they had the ring in. I was trying to remain calm so I didn't say anything about when it actually came in because hey, I just wanted my ring at that point. I went straight down to the mall to pick it up and Sarah was obviously still in a bad mood because she pretty much just threw the ring on the counter at me. I signed the receipt and went to the food court, took a couple photos with my camera phone and sent it to my fiance so he could see I got the ring back. I went out to the car and I kept looking at my ring. I quickly noticed that there was a knick in the gold on the top of my channel band next to the baguettes. So, I took the ring off and looked at every detail of my ring and there were scratches all inside the band. I mean, deep scratches you could feel! I was mortified and tried to wipe them off with my t-shirt, but no, they were really deep and covered the entire inside of my ring. I called my fiance and told him and we decided I needed to take it back in. So, back in I went, and knowing Sarah was still in a bad mood, I hated to go back in there.
I told Sarah that there was damage done to my ring that wasn't there previously. She looked at the knick on the top and the scratches inside and said they would send it right back out. I begged her if there was anything else they could do because I had already gone 10 days without my ring. She said they could probably get it made for my size and swap the ring out when it came in. I said "Great!". Then she said they couldn't do it because it was discontinued. So, my heart sank. I didn't have a choice but to give up my ring again. I asked if they could get it back ASAP as this was damage done during the sizing. She said they would call shop manager and make sure to turn it right back around, but couldn't promise anything. Now, this was on a Friday. So, I knew shop wasn't even going to get the ring til Monday.
Something else had been bothering me about the ring, but I kept telling myself it was just my imagination and they would think I was crazy for bringing it up, BUT I had photos! So, I put the photos on my computer and printed them out. I was NOT crazy! What I noticed was that the channel bands were pulled away further from the center stone! Now, with this ring, they are pulled away a little bit to begin with. Kind of makes the center stone look like it is floating. Well, now ther is just this HUGE cavity on either side making the ring look awful! It looked like we couldn't afford a stone big enough for the ring cause now there was all this space on either side of the stone! My fiance had already called the store to try to talk to the manager about rushing the ring back anyway and let her know how unsatisfied we were already with the service we were getting.
So, when I sent him the photos of the returned ring, he noticed what I was talking about. It actually completely changed the entire look of the ring. I just kept telling myself it was just me and I only had it for a few minutes before I returned it and maybe it just looked that way. Thank God for the photos!
Sunday we decided I should go to Jareds and see if the ring was discontinued. They looked it up and said their vendor has not discontinued it and they could definitely order it for us if we decided to do that. I told them what happened at Kay and they said Kay should be able to fix the situation and help us out, but if not they were there to help us.
So, I called my fiance and we decided I should go back to Kay while the ring was still out being repaired and it hadn't even gotten to the shop yet, so, they should be able to fix it. I went straight from Jared's to Kay and told them I had another concern about my ring. I spoke with Christine and the shop manager. (Lady, I don't know her name) I showed them the photos and I was told I just needed to return the ring because I wasn't going to be happy with it. I told them I didn't want to return the ring, I wanted them to fix it. Manager told me it wasn't going to be fixed, that it was impossible for them to bend the channels back to the normal position and that my fiance as an engineer would understand that. They had other rings in the case and felt that sending any of them out to get sized would only result in the same issue. I said they custom design rings, couldn't they design the same ring in my size since they told me it was discontinued. Manager said well, they could, but it would cost alot more. I said "It shouldn't cost me anything because I wasn't the one who damaged it". She just kept saying I needed to return it. I was in tears and so upset because I didn't want to give up my ring. It was the ring we both picked out 2 years ago and had been working towards purchasing and now we did and Kay says it is discontinued and I should have known it would come back differently since my size was a 4 1/4! I said, "if you knew it was going to come back looking that much different why didn't you tell me that when we bought it?" As a matter of fact, they should have told me that BEFORE we bought it and said we needed to have it ordered for my size from the vendor. If they had done that we would have found out right then that it was discontinued and wouldn't be able to be made for my finger and we would never have bought it in the first place! Especially if they would have said it wouldn't look the same!
I walked away so I could call my fiance and talk it over. We decided to go ahead and return it and get our money back since they made it sound so final it wouldn't get fixed. So, I went back in there and told them we needed to return it if there was nothing they could do. The manager again said it would never look like the original and it was the best thing to do. She then told one of the other girls to immediately put a stop order on the ring getting repaired. I said, "But the ring still needs fixed no matter what. There is physical damage done to the ring on top of it not looking the same. There is a nick on top of the channel band next to the baguettes and it is all scratched up inside." She looked at the girl and again said to put a stop order on the ring. So, I guess it doesn't matter to them that the ring was damaged by the repair shop anyway.
The girl at the counter told me it was going to be a check because they didn't have enough cash to give me my refund. I said, "So, we pay cash and you have to give me a check?" She said that was the only way to get my money back. Then she told me it was only going to be $800 something instead of the $1224! I said, "I don't think so!" We had returned a ring and they gave us the $350 or so for it and then we put the other $800 something towards the purchase of our ring which was $1150 or so and with tax it was total of $1224. I had to fight for the correct refund too! I mean, every which way I turned I was having to make sure the right thing was done! It literally took 4 of them over 20 minutes looking at my paperwork to figure out I was correct! It really isn't that difficult! The one girl kept trying to say they credited me the $350 they didn't refund it. They all 4 finally came to the conclusion I was owed the $1224. Then, they were going to have it done in my fiance's name since his name was on the paperwork and that it would be 7-10 days to get the check in the mail. WHAT?!? My fiance was coming in town on Wednesday and he planned a nice romantic Post-Engagement weekend. This was Sunday, so, obviously we weren't going to be able to replace the ring during this trip since the check would take that long. He would be gone again before the check came. So, I told them that wasn't going to work. He lives in another state and if they send the check in his name I wouldn't be able to put the money in my account because he wouldn't be there to cash it! So, they did put it in my name.
I don't understand why when Kay's corporate headquarters is in Akron, and I am in Akron, why it would take 7-10 days to get the check and why couldn't we go pick it up when he came on Wednesday.
So, he called customer service about the check and was told that it would go out Wednesday and we should get it Thursday or Friday and we could call daily to see if the check had been cut. So, Tuesday I called to see and the lady told me we probably wouldn't get it til the NEXT Friday! So, again, I was in tears, telling her my story and that we were both so upset that now I will never have the ring he proposed to me with and that Kay took that from me when they decided they couldn't help me. 21 years dreaming of this day and now it came and I don't have my ring. Told her he was coming in the next day for our romantic Post-Engagement weekend and I don't even have my ring. I had it when he left and now I don't when he comes back. What if I was getting married this weekend? I would be getting married without my ring! There is nothing you can do? She said she was sorry and she understood but there was nothing she could do. I asked to speak to her supervisor.
Cynthia who was her supervisor got on the phone and she listened very carefully to my whole story again and she said she was very sorry that this all happened and she understands because she has a 4 3/4 ring size and has to special order all her jewelry and she was very surprised that the store knowing my ring size, didn't tell me anything about having to special order the ring since my ring size was practically a 4. She said that I should certainly call the customer relations line and see if there was anything they could do for us. Even if it was to give us a gift card to Jared where we originally wanted to purchase it anyway. It obviously wouldn't be for the full amount of the ring, but any token to say hey we are really sorry for the bad experience you have had and we want to try to make things right with you by doing this... Nothing! Nothing at all was done when I called and spoke with Michelle. She was nice and she listened to my complaint, but nothing was done to try to keep us as a customer or to offer us any sort of consolation for what happened. She just said that she would call the store and inform them of our complaint and that the district manager would also get involved with the store. I said, so, you guys aren't going to do anything either? She said all they can do is deal with the store and take my complaint. She said she was sorry for the experience, but there was nothing they could do.
I said, so, even though Jared is a part of Sterling's jewelers you can't do anything in way of a gift card for all our heartache and trouble. We have his ring picked out at Kay, but we don't want anything more to ever do with Kay since we now know what kind of customer service they have. Sure don't want to ever deal with them ever again! Now, we will go with Jared or another local jeweler. She just said all she can do is take the complaint.
I have had nightmares about my ring, and have obviously been emotionally scarred from this whole ordeal.
He was trying to be romantic and had the photo of the ring we took in front of some roses he gave me (beautiful photo) and had it framed and was going to mail it to the hotel and have them put it in the room before we arrived. Because all this happened, he tore it up. Tore the photo and said it isn't the ring anymore. We will never have the original ring he proposed to me with, so he doesn't even want the photo. I mean, it has affected us both so greatly. Probably because it is something we really never thought would ever happen, and when miraculously we found each other again through reunion.com, our dream came true and now we have this heart wrenching engagement nightmare. So, thank you Kay for putting all this negativity into our engagement. AND not ONE time did the manager or anyone in the store ever say they were sorry this happened or show any kind of sympathy for us. All she could do was just say, return it, there's nothing we can do. Not even I am sorry there is nothing we can do! So, please don't go to Kay, you will only be sorry! After reading all these other horror stories on here, I wish we had looked them up before we made our purchase. Our situation is apparently not unique, they just have really bad customer service and God forbid you need any kind of repair done to the ring. I cringe just thinking about what else might have happened had we not purchased the warranty before we sent the ring out for repair. I am attaching before and after photos of the ring so you can see for yourself how horrible it looked after the repair. Channel bands are pulled further apart from stone. I regret I did not have my digital camera with me to take the pictures of the scratches and the nick in the band. Camera phone isn't clear enough to show those marks.
Totally distraught,
K.H. Akron, Ohio
Just found out Store Manager's name is Lynn Essy. AND they LIED TO ME! My ring has NOT been discontinued! I just found it on their website and it is available for order in any size! So, why did they LIE to me? I could've worn the damaged ring until the personally ordered one came in! Why all the rude and cold behavior? They have no idea what they have done! Shame on you KAY! I just filed a complaint with the BBB of Akron too.
Btw, I forgot to mention that when my fiance' called to talk to the store manager about rushing the ring back and that no one had called me the first time to tell me my ring came in early, the store manager said they NEVER call to tell anyone their ring came in early! The only way they will call you is if the actually write CALL on the slip and even then there is no guarantee they will do it! Can you believe that?!?
When you ask for it to be rushed and they write RUSH on it and it comes in, they don't call you! How insane and utterly disrespectful is that?!? As far as they are concerned there is a promise date and you are just supposed to come in and pick it up when it is promised to you. All I can say is their customer service is horrid! BEWARE OF KAY JEWELERS!
Totally Distraught
K.H. Akron, Ohio
The complaint has been investigated and resolved to the customer’s satisfaction.
Kay Jewelers sucks and there staff seem like used car sales people ..crooked. i will never shop there again. Cant wait to get my refund check and wipe my hands with them. im sorry about your situation and its more than just a ring Bell J
Wow! I can't believe I took all the time to read all of that... Honestly girl, you need to get a grip. It's a ring. It got messed up. Many rings cannot be sized down to a 4, they need to be remade or altered before sizing down. From the pics, it does look like they screwed it up. But I just don't get the level of drama from all this. You are marrying the man, not the ring. I got married 15yrs ago, just with a simple diamond band, no engagement ring. Life is not all about the material. I hope that the ring situation gets fixed and you are able to see what is really important at some point in this lifetime because if you were apart 20yrs you many not have a lot of time still left.
I am going through a seven year problem like yours. My husband purchased a wedding set and proposed in 2005. when we had the engagement ring sized they destroyed the design of the engagement ring. Now the engagement ring and wedding band do not match. I have been trying to get them to fix it for seven years now. They currently have both my wedding band and engagement ring (and have had them for over six months) and refuse to return them until I sign that I am satisfied with their repairs. I am not satisfied. At this point I have filed a complaint with Ohio's Attorney General's office, I have contacted a lawyer to get my rings back, I have alerted fox news of the issues, and I am going to file a complaint with the BBB. The lawyer my husband and I spoke to said that we will have to sue to get our rings back and sue to get them fixed even thought we purchased the ESP.
Hi K.H. I know this happened to you a few years ago, but my husband and I just went through a similar situation, and we found your post while we were doing some research. We got married in September, 2 weeks before our wedding, I asked to have my ring cleaned. They said they would send it out to the jeweler for a "high polish." When it came back a few days before our wedding, it was completely ruined: it was scratched, dented, the band was egg shaped, and the prongs were bent to where the diamonds were at an angle. After the wedding, we had them send it out several times to be fixed. Every time it came back not fixed. Finally, we said forget it, we'll just live with it. 7 days later, a prong breaks and the diamond on the inside of the band (LEO insignia) falls out and is lost. My $5, 000 ring has been sitting in my jewelry box for the past 5 months, and probably will be indefinitely because they refuse to replace it or give us our money back. Just wanted you to know you're not alone, I hope everything worked out for you.
Wow I just read my post. It is full of bad grammar and missspelling I must need glasses, hey that why I really never had any big problems with kay's. LOL . No I use my phone to make the post, big hands little phone. May life only get better for you.
Did they give you your money back, yes.Did you have to work hard and have disappoint about the event yes. But hey, slow down life to short to have a fit over things like this, wait and see all the adversity that life in wedlock will bring that you will have to overcome. I shopped at Kay over sixteen year ago and still do my wife and myself, have we has some problems yes. But the took care of us because we had cool heads and worked out the problem.
I am also a manager a Kay Jewelers, been there for 13 years, could they be a better company yes, but so could ANY company. What went wrong was the they way the manager and the store associates handled the situation. First of all they probably tried to order your ring in a size 4 1/4 which comes up in our system as "unable to determine, need to research", so people think that means it's discontinued...WRONG all they had to do was order it in a size 4 and send it to the repair shop and have it sized up 1/4 size...problem solved. The reason it does take 10 or more days for sizing's/repairs is that Sterling closed ALL mall repair shop down to cuts cost so all of our repairs have to be shipped to our Jared stores, trust us we are not happy, work is rushed and sloppy sometimes. As far as your refund, I don't know what to say, the employees I guess just didn't know what they were doing. If I was that store manager, you would have at least received a gift card for your troubles and a sincere apology, I like my job because selling engagement rings is a happy time in people's live and the whole experience should be. I am truly sorry you had to deal with horrible situation in that store and hope you have a wonderful engagement and congratulations!
PS pretty ironic our home office is is Akron and you'd think the manager's and sales associates would be on their toes and know what their doing!
I work at kay jewelers and we are a sister store to jareds all they had to do was to tell you to go there so that you could get it back asap cause thats where they send them too. And on top of that you could have gotten a rush on that ring because it was for an engagement and am very sorry that you had a bad experience thats not how we handle things at my store.
Shouldn't let that experience make your engagement miserable... If that gets your blood flowing wait till you plan your wedding nothing runs smoothly. Besides I didn't go through Kay jewelers( I don't like corporations) I went through a local jeweler; I got the ring from my fiancee on Oct. 3 2008 took my ring in just to have the center diamond swapped out for a diamond that's been in my family for generations at the end of oct. I didn't get my ring back for 3 months! meanwhile his family and my family were around for the holidays and had no ring to show off. We were pretty burned about it then, but we look back on it now and laugh.
I understand you want your ring to be all you want but grow up! Are you really going to let this cloud a relationship? It is a material thing and the relationship is supposed to be the most important matter here, not some ring!
terrible people
My fiance bought my engagement ring there 5 years ago; that's how long we've been engaged. I bent a prong several years ago that they "fixed" but it was out of alignment with the other prongs. They told me that the diamond was secure and that that fulfilled the warranty/protection plan that my fiance bought. 2 months ago, I bent another prong and, this time, they told me that they had to replace the head (just the prongs) to make sure it's secure. They sent it away and it came back completely different! It was a completely different setting (the prongs were nearly twice as thick and it was a much shorter setting). They said that they would send it away again, but that they didn't know what the original ring looked like and that it might not be the same setting. The ring came back, again, but this time the prongs were still to thick and it was set way too high. This time, they decided to run my SKU number to see if they had any settings like my old one that they could replace it with. They had one left and it was just sold. They sent my wrong ring in with that one, telling the jeweler to use that setting. Well, it came back WRONG AGAIN. This time, the manager at the South Hills Village store told me that there was nothing else that they could do and basically scolded me because they had to pay $150 dollars each time they sent it away. (One...they got the setting wrong and Two...we paid for the protection plan!) I decided to call corporate customer service and the man told me that they wouldn't even consider letting me trade it in because, as long as the diamond was safe in the setting, that the ring was fixed according to the plan. The only thing they'll do is keep sending it away until they get it right. (Which, they've told me that my ring was so old that they can't do). I told him that I was FINALLY GETTING MARRIED in a few months and I am catholic, so it's extremely important to me that my ring gets Blessed and doesn't have to get shipped away a thousand times to be supposedly "fixed." He told me, and I quote, "I"m Catholic, too, and I know for a fact that you can get your rings Blessed any time." What about the fact that my wedding only happens once and that it is a Sacrament. Apparently NOT to Kay Jewelers. I've been engaged for 5 years - I've worn my engagement ring for 5 years - and I'm finally getting married. I will never have my original ring back and whenever I look down at the piece of junk that they replaced it with, I am completely disgusted.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
great service
I would like to compliment the sales staff at Kay Jewelers in Yakima, WA. I have been treated their with great service, no issues at all. I have purchased my wifes rings, my ring, my ear rings, my watch, and my wifes watch from that store. They are always friendly, and willing to help. They always try to get us a little better deal then whats in the ad, and i really appericate that. I know that they are still making good profit off our sales when we purchase there, but thats a given, thats what they are there for. Because of their great service, and attentiveness to my wife and I with our needs, they will have more repeat business for us. Thank you Yakima, WA Kay Jewelers branch.
The complaint has been investigated and resolved to the customer’s satisfaction.
this is how dishonest kay jewelers are.kay jewelers posted this comment.
fraudulent company
My fiancee and I went into Kay Jewelers in Chico, CA to look for an engagement ring for me. The one I picked out was perfect. The stone shined magnificently, with almost no flaws, and the band was smooth and perfect.
We had to get it resized, so they took it and sent it off. We were told it would take 2 weeks, and I thought that seemed like a long time. They told us they had to send it out, and as first time diamond purchasers, we agreed.
One day, a few days before we were supposed to get the ring back, we were in the mall that the store is in, doing some Christmas shopping, and we stopped by Kay to pick out my fiancees ring. Not long after we left the store and drove home, they called to tell us the ring was ready.
Why couldn't they have given it to us when we were there? They had begun to know us by name, and we had been speaking with an associate of theirs, so what was the hold up?
Well, we went to go pick it up a couple of days later, and it just didn't look the same to me. It didn't shine the same. I noticed a few ridges on the surface of the diamond, but they we're barely noticeable, so I chalked it up to that and didn't think much of it.
I showed the ring to my mother, and she noticed that there is a crack in the base of the diamond, and that on the inside of the band, underneath the largest stone, its all soldered into a lump where the light is supposed to shine through.
We're going to go attempt to get it all worked out in a day or two, so I'll write back some updates as it all unfolds...
The complaint has been investigated and resolved to the customer’s satisfaction.
Bought wedding/engagement rings at the end of March and got married in August. I took the rings in before the wedding to get bonded and was not wore until the wedding day. the next day we left for our honeymoon and that night laying in bed my wife was looking at her ring and there was no main diamond, it had lasted 1 day! there weren't any kays where we were at so when we got back i took it in and got it back in 12 days. it came back and the diamond was sitting a lot higher than it used to, this isn't what i paid for. thinking about taking it in, but didn't have to wait long, it fell out again just 7 days after getting it fixed. i told them it felt like i bought the ring at wal mart, not the largest jewelry store in the world. so far it has been in the shop longer than it has been on my wife's hand. i haven't had any problem with them doing the warranty work but they said they would do nothing to make me happy to make me want to buy from them again. the warranty covers losing the diamond and i brought the diamond in both times it fell out and they cant do anything to keep me a happy customer?, give me a break. told them i would never buy anything from them again and they said "sorry you feel that way"
I took a pair of brand new dangling, diamond and pearl, white gold earrings to Kay Jeweler to be set on simple wires so that they would hang a little lower. I purchased them specially for my wedding. I was pleased that the price to change the post to a wire was quite reasonable.
I was told that it would be about ten days and that I would receive a telephone call when they came back to the store from the jeweler. Several days passed, and I heard nothing so I decided to call them to find the status. They said the earrings had come back. The next day, I stopped into the store to pick them up. They were set on lever backs and the pearls were covered in glue. It appeared as though they were ruined. My heart stopped because I knew they couldn't be replaced and they were to be paired with a similar necklace for my wedding.
They told me that they would send them back for cleaning and to put them on the wires that I had asked for. I was not going to send them back to the same jeweler who ruined the pearls and didn't do what I asked. I told them only to clean the pearls and not to allow the jeweler to do anything else to them. In the end, all they offered me was a $10 discount on the work. They also offered me a gift card for the value of the repair but anything I would purchase in the shop would require that I spend more money. That is the last thing that I would do.
DO YOUR BUSINESS ELSEWHERE! KAY JEWELERS IS A SECOND RATE SHOP WHERE THE JEWELERS HAVE NO RESPECT FOR YOU OR FOR THE JEWELRY THEY REPAIR!
My fiancé' ' and I attended a LeVain trunk show at Kay jewelers at the Moorestown Mall in NJ. The company brings a large collection of chocolate diamonds to a retail store on a scheduled date. It is promoted as limited special pieces and only offered during certain show dates. We found a wedding ring that had a retail price as $3, 595.00 The sales representative from LeVain said that they could discount the piece to $1438.00. Four months later we see the same ring for $1, 438.00 list retail on sale for $734.44 Boscov's, Moorestown Mall, NJ and also at Neshaminy, Pa.
The sales clerk at Moorestown, said that later on there would be some additional sales that would bring the price down even further to $469.00. I went back to Kay jewellers the manager on duty said she couldn't do anything because retail stores price things differently. I can understand a few dollars different but from $3595.00 to $1, 438.00. Is a big difference what is the true retail ? The so called trunk show was promoted to represent special limited pieces that are sold only on trunk shows. I saw my ring at Boscov's in two different locations. I wouldn't call that limited. When I contacted LeVain they told me that the retail on my ring originally was $1, 797.00. I felted an error was made in pricing, as my ring was priced at $3, 595.00. They offered me a $500.00 coupon towards a purchase at a trunk show only. I countered offered a $700.00 coupon towards any LeVain piece of jewelry at any location. They said they could give me $700.00 but it would only be towards a trunk show purchase only. I refused their offer as the merchandise bought at these shows are overpriced to begin with and they would be giving me anything. I think this should be brought to the attention of consumers to make them aware that the items being sold at these shows are not what they promote. The merchandise is overpriced and not special to just trunk shows. I later checked on line and noticed a ton of complaints for Kay jewellers. Their mark up on items is way out of line. This needs to be investigated so other consumers avoid being ripped off. Copies of sales receipts are available upon request.
Please let me know if you can be of any assistance with this issue.
Thank you
I brought my earrings to have them checked in compliance with the service plan. I was told that the studs were loose and needed to be tightened I thought oik I have the service plan so go ahead and do it.
I'm then told that the service doesn't cover it. It would cost 30. My husband said to come home and we will discuss this.
We also had the earrings checked at a different jelwer and they said the earrings were fine.
Lets travel down the road one year its time again to have them checked so I bring them in and have them looked at and Im told they are loose and it would cost 30 to have them fixed. I then explained that I would have to have them double checked and explained what happened a year ago.
So I bring them to a jewler and have them checked and Im NOT at all surprised when he told me that they are indeed fine. They do not need tightening.
Kay Jelwers is good at one thing lieing to their customers. Do not buy anything from them go to Naser or Jared or Zales all of these guys have been great over the years.
Do not trust anyone who works for Kay!
Tried to make arrangements with Kay Jewlers for return of gold chain, I explained I was on training out of state and requested a modest extension to return this chain laterI made this attempt at resolve with Kay Jewlers two weeks after purchase ! I sent a certified letter to Corporate for a Higher up Authority to resolve this matter, They would only allow me contact with a programmed telephone personnell.After all attempts at resolve failed, I cancelled my card and will pay the cost of this lesson, not doing business with unfeeling, non-passionate Corporate towards their customers, their only concern is making MONEY at your expense.
I bought my girlfriend an engagement ring in December 2013. We've had it for about a week.
It is now April, 2014, and it looks like we may not have the engagement ring before the wedding.
The ring was about a half size too large, so we took it back to the store to have them resize it.
We went to pick it up on the date they said it would be ready, and were told, "Oh, we're sorry. We tried to call and tell you, but nobody answered. It came back with a small visible line where they resized it, so we sent it back to have them get rid of the line." During that visit, my girlfriend bought me a ring as well.
(We both have caller ID and call records on our phones... they had never called.)
We went back on the day it was supposed to be in - "Oh, somebody should have called you. It didn't make it on the truck, so it will be a few days."
A few days later, and it had finally come in. We found out because we happened to be in town, and stopped by the store just in case - fortunately, according to the lady at the counter, it just showed up that afternoon with the rest of the deliveries and they were just getting ready to call us. (I didn't want to interrupt her to tell her that FedEx does not have Sunday deliveries.)
We took it and left; on the way home we realized that it looked absolutely horrible - they had stretched the band to the point that it was so thin and narrow enough that I felt it would break just from normal wear. The band itself had numerous visible dents and blemishes, and after looking at it in the daylight we saw that it was nowhere close to being round.
The guy at the store 'fixed' it by hitting it with a hammer, but even he could see that it was horrible.
A call to customer service, and we were told they would instruct the store to order a replacement ring, brand new, and the correct size.
We went to the store on the day the new one was supposed to arrive, waited for a full 30 minutes without one person being able to take care of us (they were all with other customers.)
We left, to try again another day.
We were called a few days later; the gentleman said they had received the ring more than a week prior, but that both of our phones gave them a "disconnected" message.
We went in to pick up the new ring, and were told by the lady at the store that other people had complained about being told "we tried to call" stories. We verified both of our phone numbers, and verified there were no calls to either of us prior to the one that day.
She produced a plastic bag with... the wrong ring.
She said the wrong one had been ordered, but that she would put out an "alert" and get the right one as soon as possible. (It is now April at this point.) I mentioned that the ring my girlfriend was a little loose, but that after seeing how poorly they handled one ring that there was no way I would take it to Kay to have it resized. She told me that if I took it somewhere else, it would probably void my warranty, but as long as I kept it to myself, she wouldn't tell anyone.
Monday April 7th, she told us that the new one would arrive that week, Thursday or Friday (April 10th or 11th)
Thursday - "It didn't make it on the truck, so it will be Friday or Saturday at the latest."
Friday - "I don't think it came in today, but I am looking right now."
Later on... "Oh, I just found out that they'll have to make it overseas."
I called the customer service number to let the company know how their store was being run. I spent over 45 minutes on the call, most of it on hold. At the end of the call, the man I spoke with told me "The store has made an alert and are trying to get you a new ring as fast as they can. Is there anything else I can help you with?"
Their customer service department is obviously only there for show; I had mistakenly thought they would be interested in knowing what the store was doing to the customers. The reality of it is that they simply repeat, word-for-word, what the store has already told the customer. (In fact, *I* told *HIM* what the store told me; spending 45 minutes on hold only to have him tell it back to me did nothing constructive at all.)
So now we are less than a month from the wedding; we have already purchased our wedding rings from a different jeweler, and now we have the unique situation of having the WEDDING rings before we have the ENGAGEMENT rings.
And at the end of the day, there is no way to contact anyone at Kay Jewelers who can do anything to change the way they do business; the only people who receive customer calls are paid to keep the call from going anywhere.
Kay Jewlers gave me quotes to have two rings of my mothers repaired. A solitare needed to have the shank reinforced (it was worn thin) and I was quoted $250 for this. The band, which had to be cut to be removed from my mother's hand, need to be reconnected and resized - I was quoted $150 for this repair. These quotes seemed high to me so I refused and ask for the rings to be returned. After several contacts I finally, after three weeks, was able to retrive the rings. I went to a well advertized jeweler diagonally opposite Kay's in the same mall. There I was quoted $100 to rebuild the shank and $35 to repair the band...a significant savings of $265 AND they will be ready for pickup in 24 hours! I'll never return to Kay's for ANYTHING!
If someone has a policy, it is not discourteous for them to follow it. Anyways, they wouldn't have been making money if you're returning it, anyways. They need to draw the line somewhere.
Huh sounds like the same problem I have had I lost my stone in my ring 7 days after saudering and they have had it since it has came back 3 times now with loose stone they will have had it for 4 weeks by the time I am suppose to pick it up if I ever get to pick it up and they will not work with me either we have only been married for 6 weeks. I am at a loss as to what to what ever happened with your ring and the customer service did the problem ever get resolved?
(The End Results)
I got my rings early! They are Spectactular! Robin at Kay jewelers in chandler mall, will always be my jeweler an my families jeweler! Thanks to Robin, I will be a loyal customer to Kay thanks to her! I am very glad all was made right!
customer service blows
They lost my ring. They did little to make me feel better. Customer service was poor. Employee lied to me about my ring and what he could do to make it better. You would be better off going to a small jeweler that can actually be kind and care about you at least a little bit. The corporate crap is annoying and took forever for them to just give me a replacement of the ring they lost.
The complaint has been investigated and resolved to the customer’s satisfaction.
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!
bad service
Bought an engagement/wedding set and was told they'd be sized and soldered at a later date for no charge. The catch is ONLY if you buy the extended warranty. This was not disclosed when the purchase was made.When we took the set in to be sized and soldered, we were quoted a charge of $85.00. This charge would be eliminated ONLY if we bought the extended warranty for $120.00 This, to me is very deceptive.Why would I need an extended warranty.NEVER again will I patronize Kay Jewelers. I would recommend others also shop elsewhere.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
not honoring waranty
My husband purchased a ring from Kay Jewelers, Tracy CA 95376 in June 2007. On December 22, 2008, I noticed the large center diamond was missing. The store manager stated that replacement of the diamond as described in the warranty would not be covered because I had not “documented” ring cleaning & inspections every six months. The ring was cleaned at the same Kay Jewelers location several times and I always informed the employee that it was purchased there. Not once did any employee suggest the cleaning needed inspection documentation.
The store manager gave us the name & number of the district manager. We left multiple messages but never received a response. We sent e-mails to your online customer service... still no response. I called the store manager again and was told the district manager was only going to tell me that the ring is not covered. She suggested I call customer relations.
I can’t believe Kay Jewelers will not stand behind their product and warranty. Especially in these tough economic times I would expect Kay Jewelers to value their customer and honor their product!
The complaint has been investigated and resolved to the customer’s satisfaction.
I had the EXACT same thing happen to me as Tracy did. My ring wasn't even a year old. To the person who works for Kay that commented on not having to purchase the diamond guarantee you are so full of crap your eyes are brown. My husband was forced to pay extra for the guarantee, as were myself and every other person in this living world that shops/shopped at Kay. IF YOU REALLY CARED ABOUT ANY OF THE CUSTOMERS YOU "SERVICE" WE SHOULDN'T HAVE TO ASK FOR A 6 MONTH INSPECTION. It should be routine when a customer comes in for a cleaning to examine the ring and check the computer to see if an inspection is due. That however would only work if your system didn't magically delete proof the inspection was ever done. It is just one more way Kay can screw people out of their money. Since the problems with my ring 5 close friends and 4 family members closed their accounts with Kay. What happened to the quality of ring our mothers and grandmothers were able to enjoy for 50 to 60 years? Mine didn't even last through my first year and the grief it has caused sure puts a damper on the newlywed glow women are supposed to have at this time.
i am having the same problem! My ring is only a year old. I took it for an inspection 4 months ago. The diamond fell out and when I went back to Kay with the ring they told me they wouldnt honor the warranty because I hadnt had it inpsected, their computer magically deleted my information. They went on to tell me I had to purchase a new ring! They tried to get me to open a charge account! I am so upset. have you gotten any results?
I work for Kay jewelers when you purchase the ring we instruct you to come in and get cleanings and inspections done for that purpose you don't not buy the guarantee it comes with the purchase when you need something sent to the home office they check the inspection record in order to do work and you have to pay for the labor but we will replace the diamond. Now as far as you coming in to get it cleaned you need to STATE THAT YOU ARE DOING YOUR SIX MONTH INSPECTION because we do free cleanings and inspections for all jewelery even if it is not from us so that is on you as far as the inspections. AND AGAIN YOU DON'T HAVE TO PURCHASE THE LIFETIME DIAMOND GUARANTEE THAT REPLACES DIAMONDS FROM US IT COMES WITH THE PURCHASE.
People need to start reading their paperwork they recieve after purchasing jewelry. It says that if not inspected every 6 months, contract is void. Kay Jeweler employees are not baby sitters and cannot tell if you have had your rings inspected or not. Asking to get your rings cleaned, and asking for inspection are two totally different things, know the difference.
I'm James The Jeweler in Atlanta, Ga and i'm a REAL ONLINE JEWELER informing you to NEVER BUY "WARRANTIES" ON JEWELRY PURCHASES, THEY'RE NOTHING MORE THAN LIES ON PAPER TO GET MORE MONEY OUT OF YOU. I tell all of my customers PAY AS YOU GO WITH THE JEWELRY YOU BUY FROM ME!
I strongly feel if you sell QUALITY JEWELRY from the beginning you wouldn't have to offer any WARRANTIES on the jewelry you sell. Most of these jewelry stores ARE NOT going to honor any WARRANTY they sold you anyway, so DON'T BUY ANY WARRANTY ON THE JEWELRY YOU BUY, JUST PAY AS YOU GO. Should you need to get your ring sized pay for it then, if you lose a diamond pay for another one along with the labor charge to have it set at that time.
EVERYONE ALWAYS DO BUSINESS WITH A JEWELRY STORE THAT IS A "FULL SERVICE" JEWELRY STORE WHICH MEANS YOU CAN BUY AND HAVE YOUR JEWELRY REPAIRED AS YOU WAIT AT THE SAME JEWELRY STORE. STOP GOING INTO THESE JEWELRY STORES LEAVING YOUR JEWELRY FOR 2 TO 3 WEEKS, IT DOESN'T TAKE WEEKS TO SIZE A RING, NOR SET A SINGLE DIAMOND.
mislead!
While taking my engagement ring for repair, I spotted a pearl and diamond pendant and earrings set perfect for my upcoming wedding in August 2009. I asked how much the set cost and the salesperson looked and said $600. I must have looked disappointed as she quickly added that if I was interested, I could put the set on lay-a-way and then purchase the set during an upcoming "VIP" event where I would get a discount of at least 30%, perhaps even better. Doing some rapid math calculations in my head, I decided this made the set affordable. I was quite surprised when I put $80 down on the set and discovered that when warranties and other charges, the set was now closer to $800! However, I was once again assured that a fabulous discount would be offered. I was actually excited the day of the VIP event and really looking forward to picking up the set. However, even with the $80 lay-a-way and so called big discount, I would have still owed $589! Stunned, I told the salesperson to put the set back. To Kay's credit, they did refund my $80 - but I was heart-broken over not getting this set which would have looked perfect with my wedding dress.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
rip off
I went to Kay Jewelers at Eastview Mall in Victor NY to purchase a $300 wedding band for my husband (to replace an older one that was beat up...) While there I had my Original Engagement Diamond ring ($1000 20 years ago) and Anniversary Ring ($4100 8 years ago) cleaned. These were purchased from a real Jewelry store Not Kay.
After cleaning and examining them, they said that All the diamonds were loose in both rings and recommended that they get tightened and can be shipped out with the sizing of the new purchased ring and they would all return the same time. Fell for it! 10 days later stopped in only to find out that the shipment was lost by their carrier UPS. They offered a store credit for equal or lesser... (you get the picture).
My Husband went to the store and furiously demanded the total value in cash ($5100 plus tax, not including appreciation value) to no avail. He called customer service and they repeated the store policy of equal or lesser value credit (you get the picture).
They were Negligent, I get to pick 5100 worth of there crap jewelry, and they get a Full Insurance claim out of the deal… Lesson learned, “never" let your Sentimental Jewelry out of your sight, and certainly never let them talk you into shipping it anywhere without a retainer from them for the Full appraisal value. Husband is speaking with an Attorney and considering taking them to court on Principle.
The complaint has been investigated and resolved to the customer’s satisfaction.
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.
scam and cheating
My husband bought me a Diamond and emerald bracelet from there. Ee bought the extended warranty since I wore it daily. Of course I broke it and took it to be repaired there. They said 'since it hasn't even been 2/3rds of a yr I'll just give you a new one'. He took one out of the showcase and gave it to me. I also left my diamond and emerald ear rings to...
Read full review of Kay Jewelers and 2 comments
lack of service
My wife picked out a ring for her birthday at Kay jewelers in Seattle WA at their Northgate Mall store. Since it had to be sized and we were going to see our 1st grandchild, we asked to have it shipped to a store close to home in NY state. We returned a bit early due to a medical emergency and we had to resume care of my mother-in law that has Alzheimer's. On our machine was a message that the ring was in! Made arrangements for transportation to the Blvd mall store (I am disabled, wife cannot handle that traffic), the ring was still in Seattle! I requested then that the ring be sent to our home because of the difficulties in tranportation and was told NO! "Against Policy" I contacted corporate and talked to "Michelle" who's last name or employee ID is 6255. (Must be heck to get that on a drivers license.) She talked to Janet who is so important that she has no extension or ID but cannot be talked to. I am sorry if this sounds a bit whiney, but this was our 1st trip in 4yrs, caring for an Alzheimers patient is tough, but on top of that my wife ended up with B-cell lymphoma found in late early stage 4 and went into remission 6 months ago. This birthday was very special. Kay was explained this and cared little about our difficulties in travel which, in my opinion, makes a company no longer in touch with it's customers. We want the ring but now have to see when my sister-in-law's husband will be home from his heart surgery so she can care for her mom and we can go get it.
The complaint has been investigated and resolved to the customer’s satisfaction.
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?
customer service
I am complaining about the corporate customer service for kay Jewelers.I have had a peice of jewelry returned multiple times and each time defects stil arise, I am wanting a refund or exchange and ahving trouble receiving either one.customer service personnel are not helpful to achieve customer satisfaction.I am not wabnting to hear about "their" policies and I am pissed off that CSR Aron told me that this would be a final exchange on my jewelry when it is warranties "FOR LIFE"!
Fix my issue or I will go to the BBC, and Consumer Affairs and make my complaints there.
Sincerely,
john carrillo
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?
awful treatment
Treated my girlfreind as if she was a leaper. I had sent her in to have her jewelry clean, inspected and tighten. Plus she had snagged her tennis [diamond] bracelet at work. The clasp was bent and the 2 black girls just looked at her and gave her the 3rd degree . Wanted to know why she would wear diamonds to work. She is an asst. mgn. @ a drug store. Then the *** guy comes out of the back and ews and ahs. About taking it off. I didn't care if it broke THAT IS WHY I PAID FOR INS. on her diamond necklace, earings, ring, and bracelet. Well the little fellow was able to get it off without breaking it, rebent it and he was done. She left without getting her stuff cleaned inspected, of the 3 ###s working there. Nobody knew how to pull my account up w/ my Marks & Morgan credit card and find info of my ins. I also don't like the way they bill interest first. It was a pain in the ---- to get credit back as I paid all my purchases off early.
The complaint has been investigated and resolved to the customer’s satisfaction.
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
ring not back when promised
I took my engagement ring to Kay's on July 31, 2008- a prong had broken and I had purchased the "extra" warranty so they would fix their own mistakes for no further charge. Keep in mind, the ring was only about 4 months old when I took it in. At that time, I also requested that they give me an estimate on a specially made wedding band. They said they would have the estimate by August 8. On August 6th they called with the estimate which, at the time, I found to be very reasonable. I gave them the ok to make the wedding band and repair the engagement ring. They said it would take 30 days. After about 40 days, I called them to ask where my ring was. At that time, I was told that the original time frame was 30-45 days which I knew was a lie but they assured me that it would be back on Sunday, September 21. So, on day 45, I called to see if my ring was ready. I was put on hold for a few minutes while they called their "repair" shop. I was then told that it would be ready on Wednesday, September 24th. On Wednesday, September 24th, I called again, was again put on hold, and was then told that they weren't sure what was taking so long. At that point, my husband called them [yes, husband, we're married and I don't have my wedding band yet : ( ] . He was also told that the jewelry store was unsure of what exactly the repair shop was doing but they would call us as soon as they found out. So, Thursday, September 25th, (Day 49) I got a call from the assistant manager, Michelle. She said that she had spoken with Garrett, the man at the repair shop and that my ring was to be his number one priority and he was to get it done that day. I asked her if it was even started and she said she would have to call the "repair" shop. She called back a few minutes later and said that it hadn't been started. I told her to cancel it. Why would I pay these people money for something that they'd screwed up from the very beginning? She seemed shocked that I wanted to cancel it- she tried to tell me how beautiful it was going to be etc. I told her that it will be beautiful, but it won't be done by them. I told her to send my engagement ring back. She said they'd call me as soon as they got it. I called Sunday Sept. 28- again spoke with the assistant manager, Michelle, I was told that the store doesn't receive mail on the weekends - who in America doesn't get mail on Saturday? - so the ring wouldn't be in until Monday or Tuesday at the latest. Now, today is day 53, and I AGAIN am told I have to wait for my ring. They haven't even started to fix the prong which was the original problem! We are telling EVERYONE WE MEET NOT TO SHOP AT KAYS! At no point did they even offer 1% or even a dollar off the cost of the specially made ring or even an apology for me going without my engagement ring for 2 months! They think they can't be affected by word of mouth but I'm on a crusade now to let everyone know that they're out for the money, they don't even care about the customers.
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.
repair/customer service
May 10, 2006, I purchased, and had installed two watch batteries from Kay Jewelers (Columbia Mall, Bernadette Rd. Columbia, Mo.). The cost was $12.95 per battery which came to $25.90 with tax. At the time of I purchase a "Lifetime Battery Warranty" which is clearly stated on the receipt. I was told at the time of purchase that by paying a little more for...
Read full review of Kay Jewelers and 2 commentsAbout Kay Jewelers
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Kay Jewelers phone numbers+1 (800) 527-8029+1 (800) 527-8029Click up if you have successfully reached Kay Jewelers by calling +1 (800) 527-8029 phone number 0 0 users reported that they have successfully reached Kay Jewelers by calling +1 (800) 527-8029 phone number Click down if you have unsuccessfully reached Kay Jewelers by calling +1 (800) 527-8029 phone number 0 0 users reported that they have UNsuccessfully reached Kay Jewelers by calling +1 (800) 527-8029 phone number
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Kay Jewelers emailskayccs@jewels.com100%Confidence score: 100%Support
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Kay Jewelers address375 Ghent Road, Akron, Ohio, 44333, United States
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