Kay Jewelers jewelry shoppers reviews and complaints 371
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do not deal with kay's
Customers beware of Kay jewelers. I recently have gotten married and made the mistake of going to Kay's to get a family antique ring sized. Working with Kay's has been an absolute nightmare.
I went in to buy a simple gold band to match my beautiful antique engagement ring. Since I was there, I decided to buy the gold band and get my engagement ring sized. The woman sizing my ring was training and wrote down my size wrong. When I came to pick it up, it was too small and did not fit my finger. It was sent back to be sized. This time when I picked up my ring, it had been thinned out due to the up sizing of the ring, due to the fault of Kay's. I asked for the ring to be thickened up.
Yet again, I came to pick up the ring, and this time there was a piece of gold that had lifted up and was getting caught on everything. Not to mention, they had covered up the 14k stamp. After asking one of the workers at Kay's, they had said that this could be due to the fact it was an old ring and had been worked on two times in such a short period. They sent it away once again to get the lifted piece of gold to be soldered down. When I came back to pick up the ring, for no apparent reason, it was taken down 1.5 sizes! This was a mystery to all that had worked there. It was sent out again to be sized correctly.
Due to all this work on an antique family ring, compromising the integrity, I had asked for a warranty beyond the customary six months. They said there was nothing they could due but they would give me a $25 gift certificate. It was very frustrating talking to customer service. They were ridiculously unhelpful and uncompassionate.
I would HIGHLY recommend not dealing with Kay's in ANY capacity.
The complaint has been investigated and resolved to the customer’s satisfaction.
horrible customer service
I have a serious issue with customer service at this particular location. I had my wedding band re-sized -- basically a smaller band was ordered -- and was told I would be called when it was ready.
We never received a call. Finally, after a month of waiting, we called the store and was told by a kid (with attitude) that it was going to be sent back to wherever it came from because we had waited too long to come in.
We went in to the store and sure enough, they had sent the ring back. I proceeded to explain to a different kid behind the counter that we were never called. He told us we were called twice. I told him I would know whether I was called. (And I later went through my phone records. There was no record of any calls from Kay Jewelers.)
In the end, I was less upset about the fact that they didn't call and more upset about how both of these kids had such a bad attitude and had no idea how to treat customers. It indicated to me that there was very poor management at that location, and perhaps company-wide. I am incredibly thankful that we did not buy a more expensive piece of jewelry there and will never shop at Kay Jewelers again.
The complaint has been investigated and resolved to the customer’s satisfaction.
If anybody is planning on purchasing jewelry from Kay jewelers in Lancaster, PA I would definetely auggest you look somewhere else. When coming to this store with my fiancé to pick out my engagement ring we were treated great, obviously because they wanted us to purchase, but this was the only Ike I have ever gotten good customer service and respect from these people. I loved my ring but now seriously regret that we bought it at kays because once you buy something from them you basically are dirt the next time you come in to get you jewelry cleaned and inspected. Each time I've visited after purchasing my ring I've had a horrible experience were the same sales lady will act like she doesn't know I'm standing their waiting for about 15 minutes and then when she finally decides to help me she is rude and very disprespectful, if you ever get her initials BJ you will know what I mean. Basically with kays if you are planning to purchase they will treat you like gold and after that they will treat you like crap. I hate hat I have to deal with these ignorant jerks for the rest o my life and will never ever ever ever purchase anythig from them again.
I agree with the customer service as well. It's company wide. They have terrible customer service I just experienced that myself. My husband and I had to get my ring dipped after one year. They said it was white gold but it started turning after two months I had it. They called us about the ring being ready I went to pick it up and they would not give it to me told me that my husband had to pick it up. They are full of it and I will never buy from them again ever.
cannot update customer information
December, 2008, My girlfriend purchased me a pre-engagement promise ring from Kay Jewelers. This ring is a beautiful white-gold and blue sapphire ring. To date, it has been shipped off 4 times for repair.
First, the ring was to be sized. For some reason, modifications cannot be completed in store, and therefor the ring was shipped off to some other place. The ring came back without problems. Later, I decided to have the ring re-sized for a different finger (Moved to my left hand) and the ring was again shipped out. When it came back, there was a nick in the metal near the stone. I let this go, simply because I wanted to wear the ring.
Several weeks later, the stone came loose, and I again had the ring shipped off to have the stone tightened and the nick in the metal near the stone. The ring came back, nick was fixed and the ring was polished, however the stone was still loose. The ring was again shipped out (third time, we're now 3 months after the purchase) and came back without issue.
Several weeks later, (Roughly six weeks later) The stone was loose again! Again, it was shipped off and came back fixed.
In January, a warranty was purchased for the ring, but the sales clerk misspelled my name.
Now, every time I go into the store, I'm told they cannot find my warranty without my paperwork, and that they cannot change the spelling of the name in store.
I was given a phone number to call [protected]) where I was told that it is impossible to update customer information. After a fairly lengthy conversation, I asked for the company's home state (Ohio) and am now proceeding to file complaints against the company.
The complaint has been investigated and resolved to the customer’s satisfaction.
I'm in the same boat. I've HAD so many problems with my ring. First I had problems with the sizing and the ring came back with a "nick" like what you had. THEN I finally get the ring and 2 weeks of wearing it the diamond falls out. So I send it and when I get it back the diamonds are still loose. So back again it goes. I've had 2 diamonds fall out. 3-5x having loose diamonds. And every time I talk to the manager he knows nothing and isn't helping me out. They keep telling me...o after this time they will deem the ring unrepairable and give me a new ring. YEA RIGHT. I've only had the ring for 7 months and it's been in the shop 6-7 times. And I have no idea what to do. We're ready to say "f-it" and take the loss.
Mine is getting brought in today for the 4th time. A large stone (the same diamond each time!) has fallen out and needs replacing again. I've been without my ring more than I've been with it since getting married! VERY frustrating! Poor customer service to boot. All willing to sell, none willing to maintain and deal with you after the purchase.
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*******
Kay Jewelers - 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...
Read full review of Kay Jewelers and 7 commentscostomer 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.
Kay Jewelers - 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...
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.
Kay Jewelers - 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...
Read full review of Kay Jewelers and 18 commentscustomer 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.
Kay Jewelers - 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...
Read full review of Kay Jewelers and 5 commentsmislead!
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 have the 'o-rings' changed due to general ware so that I didn't loose them. He quoted me '$300.00 at most'. I said okay and went home.
After looking over the bracelet I noticed that it had been repaired already and was not 'new', as in straight from manufacturer in perfect order. It also had some scratches that could have indicated that it had already been worn. I let it slide since mine would have been repaired in the same manner.
I got a call a couple weeks later saying that my earrings were ready for pick. They wanted to charge me around $300+ for the repair. we explained the quote. She said that they reset the stones so that was why it was so much. We explained that we didn't want that work done, so she said ' I can lower it some but I'll still have to charge you $50. We paid-yes it was stupid to do so. I looked at my earrings the other day and one of the o-rings had not even been repaired.
The complaint has been investigated and resolved to the customer’s satisfaction.
It is unfortunate that we see so many consumers of this company ending up on the proverbial 'short-end.' These circumstances are NOT coincidental, in my estimation. Consumers are wary when they consider other areas of life fraught with peril, such as real estate or financial services. There are trustworthy jewelers; Indeed, many, if not most, want repeat business. However, the more that I investigate of this dismal chain, the more sad stories I hear. Poor quality goods at 'affordable' prices; the hawking of credit on a constant basis; the fabrication about 'much needed repairs', which are then poorly rendered; the callous indifference to the customers' rights and even sensibilities. They are, as the old song goes 'A Must to Avoid.'
I am hoping these awful things do not happen to me...I took my engagement ring in for the biannual inspection and they found a loose stone and took it in. Also at the same time, my fiance bought my wedding ring and we sent that in with it. Promised date is tomorrow and you better believe if it isn't back (this would be the second time it is late) I'm going to have it with them about making promises they can't keep. Not to mention I have had the ring less than a year and it already needs repairs? Shoddy craftsmanship?
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?
Kay Jewelers In-depth Review
Product Range and Quality:
Kay Jewelers offers a wide variety of jewelry options, ensuring there is something for everyone. From stunning diamond rings to elegant necklaces and bracelets, their collection is diverse and impressive. The quality of materials used in their products is exceptional, guaranteeing long-lasting beauty and durability. Additionally, Kay Jewelers caters to different budgets, with a range of price points available, making it easy to find the perfect piece without breaking the bank.
Customer Service:
The customer service representatives at Kay Jewelers are highly responsive and helpful. Whether you have a question about a specific product or need assistance in selecting the right jewelry piece, they are always ready to provide guidance and support. Contacting customer service is a breeze, with multiple channels available for communication. Their dedication to ensuring customer satisfaction sets them apart.
Online Shopping Experience:
Kay Jewelers' website is user-friendly, making the online shopping experience enjoyable and convenient. Detailed product information and high-quality images are readily available, allowing customers to make informed decisions. Navigating through different categories and filters is a breeze, ensuring a seamless browsing experience.
Shipping and Delivery:
Kay Jewelers prides itself on timely delivery. Orders are shipped promptly, and the packaging quality ensures safe transportation of the jewelry. Customers have the option to track their orders and receive updates, providing peace of mind throughout the delivery process.
Return and Exchange Policy:
The return and exchange policy at Kay Jewelers is clear and fair. Initiating returns or exchanges is hassle-free, and the process is efficient. Customers can expect a speedy resolution to their requests, ensuring a positive experience even in the rare event of needing to return or exchange a product.
Pricing and Value for Money:
Kay Jewelers offers competitive prices compared to other jewelers, making their products accessible to a wide range of customers. The perceived value for money is high, as their products are of exceptional quality. Additionally, they frequently offer discounts, promotions, and loyalty programs, further enhancing the value customers receive.
Reputation and Trustworthiness:
Kay Jewelers has an excellent reputation in the industry, known for their commitment to quality and customer satisfaction. Customer reviews and ratings reflect the trustworthiness of the company, with many customers expressing their satisfaction with their purchases. The company maintains transparency in their business practices and policies, further solidifying their reputation.
Customization and Personalization:
Kay Jewelers offers options for customizing jewelry pieces, allowing customers to create unique and personalized designs. Whether it's engraving a special message or adding personal touches, they are flexible in accommodating specific requests. This level of customization adds a personal and sentimental touch to their products.
In-Store Experience:
If applicable, Kay Jewelers' physical stores provide a clean and inviting ambiance. The in-store staff is knowledgeable and helpful, providing expert advice and assistance. Additional services like resizing or repairs are also available, ensuring a comprehensive and satisfying in-store experience.
Social Responsibility and Sustainability:
Kay Jewelers is committed to promoting ethical sourcing of materials. They make efforts to ensure that their products are sourced responsibly, supporting fair trade and sustainable practices. The company also takes initiatives to reduce their environmental impact, contributing to a greener future. Furthermore, they actively participate in charitable and community-based activities, demonstrating their commitment to making a positive difference.
Overall Satisfaction:
Based on personal experience, Kay Jewelers receives a high overall rating. The exceptional product range, quality, and customer service contribute to a satisfying shopping experience. The likelihood of recommending the business to others is high, as they consistently deliver on their promises. In summary, Kay Jewelers is a reputable and trustworthy jeweler that offers a wide range of high-quality products, exceptional customer service, and a seamless online shopping experience.
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