Explore your opportunities! Create an account or Sign In
The most trusted and popular consumer complaints website

Kay Jewelers

Posted:    

Fraudulent company

Complaint Rating:  50 % with 4 votes
50% 4
2.5
Contact information:
Kay Jewelers
United States
kay.com
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...
Complaint comments Comments (14) Complaint country United States Complaint category Jewelry & Watches

Comments

Sort by: Date | Rating
 2nd of Apr, 2009 by    0 Votes
Hello to you i'm James The Jeweler in Atlanta, Ga and i also have my own jewelry discussion group here under "JEWELRY & WATCHES" i read your complaint here, and the first thing i'd like to tell you as well as others here if you're getting a ring sized it doesn't take 2 to 10 business days to have any ring sized, and if you're getting an engagement ring sized, and the jeweler asks you to leave your ring with him, ASK THE JEWELER TO REMOVE YOUR CENTER STONE FROM YOUR ENGAGEMENT RING IN FRONT OF YOU, THEN ONCE YOUR RING HAS BEEN SIZED HE CAN HAVE YOUR DIAMOND RE-SET IN FRONT OF YOU, IF HE CAN'T DO NOT BUY ANY JEWELRY FROM THAT JEWELRY STORE.

I will ask all of you ladies and gentlemen that before you even buy an ENGAGEMENT RING FROM A JEWELRY STORE ask if they do their REPAIRS ON PREMISES OR DO THEY SEND IT OUT TO BE DONE FOR THEM. If a jeweler sends his work out to be done for him, get it in writing as to HOW LONG DOES IT TAKE TO HAVE RING SIZINGS DONE, and any other major work. I would STRONGLY SUGGEST THAT YOU DON'T DO BUSINESS WITH ANY JEWELRY STORES WHO HAVE TO SEND OUT YOUR JEWELRY TO GET REPAIRED OR SIZED. A jeweler should have those people working for him or her within their jewelry store, if not FIND A FULL SERVICE JEWELRY STORE IN YOUR AREA WHO DOES ALL WORK ON THEIR PREMISES.

What i really believe has happened to you is that your CENTER STONE HAS BEEN SWITCHED by someone at at that jewelry store, and if you don't have an UN-BIASED APPRAISAL OR A GRADING CERTIFICATE FROM THE GIA OR EGL on your center stone, it's going to be hard to tell what quality your CENTER STONE really is or was before you ever bought it.

I never sell a loose diamond that's not CERTIFIED so in the event something happens to my client's diamond i as well as my client knows WHAT QUALITY OF DIAMOND she had before anything was done to her ring.

Everyone NEVER BUY AN ENGAGEMENT RING IF THE CENTER STONE IS NOT "CERTIFIED" BY THE GIA OR THE EGL.

If you need my FREE jewelry consulting services feel free to contact me here or at my contacts below.

Email: jamesthejeweler@yahoo.com

Phone: 404-447-5459

My Online Jewelry Blog: http://jamesisajeweler.blogspot.com
 11th of Jun, 2009 by    0 Votes
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!!!
 30th of Aug, 2009 by    0 Votes
@jamesisajeweler:

David Yurman, where my engagement ring is from, sends out their rings to be sized. And it takes them six to eight weeks. My mom has a ring from DY, and the onyx cracked, so she took it to the DY store, and they sent it to their distribution center or whatnot, and they sent her a new ring.

So what you said isn't necessarily true. If they're a high-end and reputable company like David Yurman, there's no need to be worried about sending your ring out to be sized.
 29th of Apr, 2010 by    0 Votes

Kay Jelwers - they lie
Kay Jelwers
Manchester
New Hampshire
United States

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!!
 14th of May, 2010 by    0 Votes

Kay Jewlery - over pricing
Massachusetts
United States

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!
 29th of Jun, 2010 by    0 Votes
JB Robinson Waldorf Maryland, Kays, Jared, Shaws and other extended company are all in one company called Sterling. Please make sure you have your paperwork documented and have your photo's as often they swift stone to something else. Do not trust anyone in that store verbally also make sure the store manager are involved when buying as they are fraud. Do not sign anything unless you understand it. I was scammed in that store or company. The District Store Manager is rude and nasty in that region southern maryland. The red headed lady who is there assistanmce manager is the most croaked as she enrolled me in payment protection plan when I did not even agree with it. Be very careful in that store. The Filipino Lady been fired because she was honest. Be very careful with the repairs they charges 3x with original amount ask for repairs price list so you do not get scammed. barona.nidah@yahoo.com
Hello to you i'm James The Jeweler in Atlanta, Ga and i also have my own jewelry discussion group here under "JEWELRY & WATCHES" i read your complaint here, and the first thing i'd like to tell you as well as others here if you're getting a ring sized it doesn't take 2 to 10 business days to have any ring sized, and if you're getting an engagement ring sized, and the jeweler asks you to leave your ring with him, ASK THE JEWELER TO REMOVE YOUR CENTER STONE FROM YOUR ENGAGEMENT RING IN FRONT OF YOU, THEN ONCE YOUR RING HAS BEEN SIZED HE CAN HAVE YOUR DIAMOND RE-SET IN FRONT OF YOU, IF HE CAN'T DO NOT BUY ANY JEWELRY FROM THAT JEWELRY STORE. I will ask all of you ladies and gentlemen that before you even buy an ENGAGEMENT RING FROM A JEWELRY STORE ask if they do their REPAIRS ON PREMISES OR DO THEY SEND IT OUT TO BE DONE FOR THEM. If a jeweler sends his work out to be done for him, get it in writing as to HOW LONG DOES IT TAKE TO HAVE RING SIZINGS DONE, and any other major work. I would STRONGLY SUGGEST THAT YOU DON'T DO BUSINESS WITH ANY JEWELRY STORES WHO HAVE TO SEND OUT YOUR JEWELRY TO GET REPAIRED OR SIZED. A jeweler should have those people working for him or her within their jewelry store, if not FIND A FULL SERVICE JEWELRY STORE IN YOUR AREA WHO DOES ALL WORK ON THEIR PREMISES. What i really believe has happened to you is that your CENTER STONE HAS BEEN SWITCHED by someone at at that jewelry store, and if you don't have an UN-BIASED APPRAISAL OR A GRADING CERTIFICATE FROM THE GIA OR EGL on your center stone, it's going to be hard to tell what quality your CENTER STONE really is or was before you ever bought it. I never sell a loose diamond that's not CERTIFIED so in the event something happens to my client's diamond i as well as my client knows WHAT QUALITY OF DIAMOND she had before anything was done to her ring Everyone NEVER BUY AN ENGAGEMENT RING IF THE CENTER STONE IS NOT "CERTIFIED" BY THE GIA OR THE EGL. If you need my FREE jewelry consulting services feel free to contact me here or at my contacts below. Email: jamesthejeweler@yahoo.com 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!!!
 5th of Nov, 2010 by    0 Votes
Do not go to kay unless you like being swindled, where they can an will sell you the worst diamonds possible for thousands because its not a certified diamond. This means every diamond that is'nt certified can be sold to you an before you know you got taken for a ride, an if thats not bad enough when you try an deal with it at the store you get treated like you never payed them thousands, they act like your a inconvince, an if your in a wheel chair like me, the acting manager just walked away an treated me very wrong, was condisendong, rude, abbrasive, an oh yes did I mention she just walked away, without telling me an we were in the middle of discussing how its not ok to do what they do. An deal with the headache I am dealing with, now what can I do email bbb, dac, goa, which i've already typed up, just have'nt sent yet.
 8th of Nov, 2010 by    0 Votes
Also, because of the way I was treated by the acting manager at Kay jewelers as her being Extreamly rude, an brash, oh an the walking away from me in the middle of the conversation as I stated before, i know she would not have done this to someone who was full body abled, also known as a person who can walk. Instead she used mall security all nite, even after she was gone as if I were a so - called threat, I could'nt even shop, or watch a movie because that is how bad security was being! There was security very close to Kay store staring me down an making me Extreamly uncomfortable(Keep in mind im in a wheelchair and could not harm her in any way)(she also knew this before i came to the Kay jewelers store.) So there were security guards that harrased me all night .an the person i was with. Like I had done some thing wrong or physically or verbally threatened her person, or staff. I have decided my rights as far as ada laws were violated that night, by the acting manager an mall security. An (I am going to stage a Legal Protest ) due to my rights being violated and feeling threatened by her an the security team, as I cannot fight back I think this will be a good thing an will take others in my wheelchair group, so that way No one in the future can have there rights violated or feel threatened, just because you speak up about them selling me in my opinion a dirty diamond. It is not right that they think they have the right to throw around muscle security to intimidate me or other disabled people. As i have dicussed this with my wheelchair group, they think it is very important for this not to be done again to anyone who obviously cannot fight back. Plus having addional illnesses which means I really cannot fight back Except the leagal way. An I plan to do that to the fullest of my ability an also emailing a news station to let them know what the public is buying, esp since it's right around holiday season. I did state this was not over, an what they were doing there was very wrong an we will never shop at that particular store again an also I would take this to the full extent of the law so no one disabled, or not would be getting the treatment that we recieved or have this happen to them, because it is inexcusable.
 10th of Nov, 2010 by    0 Votes
*Justice at Kay Jewlers*
Well, we took the ring to another Kay Jewlers an So far we recieved Excellent treatment from them, particularly the manager. She listened when I explained all we had went thru with my engagement ring and the treatment we recieved at the other place. I even let her know I was just wanting what was fair. She was professional, she did not take anything personally, an gave us Great customer service, an treated us Very well. The diamonds that are sold in this particular Kay jewelers were actually Very good, the store was very clean, they had there certificates on the walls, I was surprised an thankful I did not encounter any bad issues at this store. An we were also given the option to trade the center stone out for a certified diamond an got my wedding band too all Near perfect an colorless at a Very discounted price! I even got to look thru the microscope to see both stones. As I type this I know my rings are being built. I feel good about this Kay jewelers an was thankful so far so good... I'm still a lil reserved but it is only because the 1st store bad experiance, when we get the rings I will right more to tell you how it ends, but I am glad from the bottom of my heart I went to this Kay jewelers an had no problems an everything was just how it should be. So, perhaps there are great Kay jewelry stores after all... As I stated before, I will definetly let you know how it ends up!
 18th of Nov, 2010 by    0 Votes
(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!
 13th of Apr, 2011 by    0 Votes

Kay Jewlers - Corporate dis-regard for customers
Kay Jewlers
Pennsylvania
United States

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.
 13th of Apr, 2011 by    0 Votes
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.
 14th of Apr, 2014 by    0 Votes

Kay Jewelers - Poor quality and service
Kay Jewelers
Dayton Mall
Dayton
United States
kay.com

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.
 13th of Jun, 2016 by    0 Votes

Kay Jewelers / Lavian Co. - Mis representing of true retail price and limited to trunk show
Kay jewelers and vendor LaVian
United States

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

Post your Comment

Please check text spelling before submitting a comment
Your attitude towards ComplaintAgree Neutral Disagree
Comment text
Attach photos (optional)

Kay Jewelers Logo Kay Jewelers
Customer Care Service
Contact Us
bdomains.com
     

Reply to

Send