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Kay Jewelers / customer service

1 Georgetown, TX, United States Review updated:

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

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Comments

Mi
  1st of Dec, 2008
Agree Disagree 0 Votes

How long has it been since your initial purchase?

Kb
  14th of Sep, 2009
Agree Disagree 0 Votes

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.

Pa
  28th of Dec, 2012
Agree Disagree 0 Votes

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)

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