Kay Jewelers

On April 23, 2022 I went to Kay's in Erie, PA to pick up my necklace that was out for repair for a broken chain. When I brought the chain in for repair the week prior I did tell the employee that this would be the third time the chain would be going out for repair and that I no longer felt safe wearing it and feared I would lose the diamond pendant one of these times due to it breaking. When I arrived to pick it up I was informed that it could not be repaired and that I could now trade in the necklace for a credit towards a purchase. I said there is nothing wrong with the diamond pendant and I would just like to exchange the broken chain for a new chain. Very condescendingly I was told "no, that's not policy" and I had to turn in the entire unit. I told her that this was not ok with me, as I love the pendant and there is NOTHING wrong with the pendant. I then asked if I could at least have the money back for the warranty that was bought, as they couldn't fix the chain, and was told "no, you used the warranty as this is the third time you've had it fixed." I then said I do not understand how I paid for something, bought the additional warranty for things like this, and now am being told that I cannot have the chain replaced, cannot just exchange the broken chain,.MUST now PURCHASE another new piece with some cost being covered but not all. The employee was very rude and just kept saying "it's policy". I was ready to explode and kept my mouth shut. I simply told her that my husband and I have spent thousands upon thousands of dollars at Kay and that we wouldn't be back, to which she told me "that's fine". Again I kept my mouth closed and then she told me I could call customer service. As I was leaving she told me in a condescending voice " she would have a nice day". Now I'm ready to lose it but I simply ask what is your name? To which she tells me "Arica and that's with an A". Now I inform her I will be contacting someone and she tells me to "go ahead, the customer is not always right, what did she want me to do as she told me what the policy is and that I was rude". She continued to tell me how rude I was and that I threw the pen down. Yes, I did drop that pen down after signing my slip out of sheer frustration over the rude attitude I was receiving. I am floored over the fact that the warranty is worthless, I was treated so rudely, my only option was to turn in my ENTIRE necklace to use towards PURCHASING another piece, and that I left that store with a broken chain and complete dissatisfaction. Why should I have to purchase something when I have already purchased the diamond necklace and the warranty? Kay's policy is deceiving and this particular employee has no business working in customer service. My husband and I will not be back to Kay's for another purchase again. All I want is a replacement chain for a.piece that they.also tell me they no longer even sell so not only would I have to trade it in but I couldn't get the same piece again at all. Very disgusted with the entire experience.

Was given a sapphire ring for 20th anniversary 2 months ago...woke up this morning to find a diamond missing...totally heartbroken. Now we will have to jump through hoops to get a refund,since of course its past their 60 day refund...BUYER BEWARE! Very poorly made jewelry, lazy, rude employees! No wonder they want you to pay 150.00 for a guarantee,I bet it happens alot! I will NEVER buy from this lousy place ever again!

I purchased my wedding ring in 2004 in December 21/21, I took it in for resizing to be redipped and inspection. Prior to them sending it off they inspected. My receipt shows warranty no chipped diamonds and diamonds to be authentic. A month or so rolls by I haven't heard anything I call the Visalia CA store and spoke with manager Laura. Who tells me the ring had a chipped diamond and needed to be repaired and goes on to tell me I didn't have warranty. To which I argued I did she stated that the ring had not been taken in since 2019. I told her that was not true when I had taken it in they told me they did not need my receipt booklet they'll automatically update it also during Covid they told me I didn't have to take it in. I took it in mid year in 2021 and again in December. She told me she would give call them and attempt to get them to repair and would call back. Again nearly a month later nothing no call So I called she told me they refused too fix and she would repair it to for me at her cost. To which I argued she provided me with a number to call to which they told me she had to authorize. Again I began calling first out to lunch or she was with a customer. Now another month rolls by. I called they put me on hold after 20 minutes I hung up. I then called again a week or so later they told me she was busy. I then called from a private number and pretended to be someone else well what do you know Laura wasn't busy anymore. I advised Laura of what the receipt stated she tells me the warranty only covered the metal. I'm like what do you hear yourself right now why would anyone waste every six months for the hardware and then you tell me the diamond wasn't under warranty because I didn't bring it in the six month inspection when I did. She tells me it's not up to her it's up to the repair company. I then called the repair company or whoever it is they send out to and they tell me I don't know why she told you that because it's not true she is the one that gives the okay. The operator placed me on hold called the store and talked to Laura who told her no she would give me the diamond at cost. I then called the store and told her I want my ring back. I finally received my ring 4 months later it had not been cleaned sized or dipped they did nothing to it now going back at the time of purchase this ring was at the jeweler repair every six months for the first 4/5 years because of diamonds and I told Laura this is ridiculous this ring is in the shop more than on my finger. I want my ring fixed. I had been with Kay's for at least 30 years bought several pieces of jewelry and this was how I was treated. I am currently seeking an attorney to go after the store and Laura.

In July 2019, I wanted to surprise my wife on our 20th wedding anniversary with a larger center stone for her wedding set. I waited until the end of the month for a Kay Jewelers Loose Diamond Sale Event.

The only Marquise stone larger than the one she had was mounted in a vintage inspired 18ct white gold ring supposedly meant for someone else that reneged and failed to go through the purchase process.

The Jeweler & Kay employee worked with us on the price, and we ended up trading in our Marquise stone and purchasing the ring itself.

We were told:

The Kay Jeweler loose diamond sale was applied to the diamond ring

The jeweler under his breath even hinted as much that the appraisal value just for the center stone alone was close to $30,000

The center stone was GIA certified but the certification but was not in his possession at the time

The Certification paperwork and breakdown of the construction of the ring (ie. Other stones that were used) was in Hawaii and he would get it to us when he got back.

An official appraisal would also be included with the purchase

I honestly cannot tell you how many times in the last 2 ¾ years we have inquired as to where the certificate and paperwork were. Allstate still will not insure it unless it gets appraised.

That was almost 3 years ago.

As far as we know... The 2.75 total ct wt ring in 18ct white gold with a 2.22 ct marquise we bought is actually just a white sapphire in an 10ct white gold plated setting for $23,000.

4-4-2022

I went to the Kays in the Stow Kent shopping center in Stow Ohio ready to buy a 22 in box chain. First I was ignored briefly when I entered (no one else in the store), then when the older gentleman finally acknowledged me I told him what I was looking for and he showed me the smallest weight box chain, which was so fine you could not tell it was a box chain. He just said that was all there was, never ever sayimg he could order one or why not try this style, he just walked away, wth, I walked out will never return and I will take my 1,000.00 and go to the local jewelers and buy it there.

I went to Kays in Wilmington NC. I was being proactive and bought my wife a diamond bracelet two weeks before valentines day. It was a little over two weeks before she opened it and then two more weeks before she wore it for the first time. we were eating when a waitress came up and said something shiny was under her chair. long story short, the clasp is not locking.. I will say it again, the clasp is not locking.. its not damaged its just a lemon clasp from the beginning. when I bought the bracelet. I was told to make sure I bring it in every 6 months for the warranty to be good. today they told me its not under warranty. i would like a different opinion n because i feel it was no good from the beginning. My name is James DiCicco phone number [protected]. email chris.[protected]@yahoo.com.

about a month ago I went into Kay's in Ames, IA. to buy my fiance an engagement ring. I had a particular ring design picked out for us. The sales rep told me it was not in stock but she could order it. then she said if I made an appointment to come back they would get the setting and an array of 1 carat black, and 1 carat white diamonds to choose from, and estimated cost between three and four K. She also told me there would be a representative on site to set the diamonds, size ring, and could walk out the same day with it. I agreed to the appointment, received two cards in the mail confirming, and a phone call last week stating everything would be ready for my appointment. Yesterday 03/12/2021, I arrived at my appointment to discover they had no black diamonds, no representative, and didn't even have the setting I requested. Evidently my time and money was not a priority to them. All I received was a unsympathetic sorry and nobody even offered to reorder. I was very disappointed when I left the store. My fiance and I have spent quite a bit of money on jewelry from your company, and have an $11,000 line of credit on our Kay's credit card. We also own and operate two businesses that rely on public demand. I understand things happen, but why would they not try to accommodate me? There are other Jewelry Companies that would be happy to assist me. However, I thought you should be aware of how your long time repeat customers are being treated.

Thank you for your attention to this matter.

Sincerely

Jonathan Koughn

i have a diamond ring that i lost a stone and when i sent it out to be replaced they told me 2 weeks after it was sent out they told me 8 weeks because of the setting. a few years ago i lost the same diamond and it only took 2 weeks. this is totally unacceptable for it to take this long Beth Strouse or Beth heil

I put a customisce order for a pendant for my daughter with her kids names engraved 9-17-21 ,it was done wrong. I call Nurkys Marti didn'treturn call. Around first weekof Nov.2021 they toll me manager will call me back, still no call.

My daughter wend to hospital for Coronvirus ,by Jan.2022 was pronounced terminal, in Feb.she pass away ,she NEVER got to see her pendant.

At the eulogy I spoke what Kay Jewelers at Kendall did, the people in attendance commented ,that they pledge will never purchase at or from Kay,s at Kendall store Miami or any other.

You are HEARTLESS people.

Still didn't got the pendant as this day 3-7-2022

Jerry Alonso [protected]

[protected]@aol.com

i got my wife two heart diamond neckware on 12/20/21 my wife after it off to put it in her jewery box she saw one of the stone were missing. my wife said i can get better Jewery from the pawn shop.

I purchased a kids necklace back in December of 2021 for my daughter. Since she is 9 years old, I also purchased a warranty with them. Two weeks later she broke the necklace. Not surprising since their necklaces for kids are extremely flimsy. It almost feels as if they purposely make them that way knowing it will break. I just recently went back to the same exact location I purchased the necklace from to have it fixed. They have no record of the warranty I purchased they tell me. And if I can bring the original receipt. They explain that some changes were made to the system and now they are having problems locating all warranties. Are you kidding me. So I in essence purchased something that will be absolutely useless to me. Then they go on to explain if I can't find the warranty I have to pay for it. So are they going to refund my warranty money I paid them for! I would never recommend Kay Jewellers nor would I ever purchase anything from them ever again. Beyond disappointed!

This is second time that one of the diamonds fell of from my wife's ring. If this would have been the first time then that makes sense but this is the second time. Both of the time we send this for cleaning. This is something I don't expect from a big brand like kay. I want this to get resolved and take a guarantee that this will not happen again.

I purchased a ring for my wage on 12/28/22. The order number is [protected]. I have a case number but was disconnected before I could write it down. I spoke to several people on live chat. First ai was told because the order was in fulfillment they would honor the sale price. I would get $420 plus tax recredited to my account. I waited a few days. No credit. I did another live chat and then was told she sees the notes but I had to wait to pick up the ring then I would get the credit. The ring came in early. I picked it up. I still do not have the credit on my account. I went back on live chat. Now told they will not honor the sale it isn't their policy to do so. This is poor salesmanship for such a big company. I've purchased alot of jewelry from Kay to be told they would honor a sale. I've purchased from alot of other jeweler's and I must say this is the first company to do something like this. I'm very disappointed.

I bought this online and somehow got the billing address mixed up with my shipping address so was emailed about getting my refund so I tried to replace the order on the phone while I'd called and they said because it is the only one in stock that I'd have to wait until I was refunded and it was once again posted on the website which I did and it was about 6 days so I replaced the order as soon as I seen it posted again online. Now I get another email saying my order has been cancelled because there outta stock. How would it be out of stock when I'd just ordered it? And if so why was it put back online for me to order a second time? I knew when I seen the ring it was the one and was so excited to get it but now once again have to wait on another refund. I contacted online help and all they said was I wouldn't order that item again and I said obviously. And it shouldn't be on there to begin with if you don't have it anyways. Such a let down and disappointment. Now I've gotta find another ring however I very seriously doubt it will be from kay

01 Nov 21 Purchased Neil Lane Engagement & Wedding set. Simpsonville, SC

27 Nov 21 Engaged Fargo, ND & allowed Kays West Acres to send ring set to Kay's service center to be sized and soldered together.

10 Dec 21 Set arrived Kays West Acres with "loose stones falling out" from Kay's service center. Set sent to another Kays Service Center to be repaired. West Acres told Wedding date set and time is of the essence. Talked with Ryan, manager who stated rings would be back today 24, Dec 21.

23 Dec 21 called Kays West Acres for status update. Rings were completed

22 Dec at Service Center and sent to West Acres. Told they may arrive 22 Dec, should be in 23 Dec. UPS had not arrived for the daily delivery.

23 Dec 21 evening called and requested status talked with employee who stated ring had not arrived. Eventually Ryan, manager, got back on cell. Told me ring wouldn't arrive until 27 Dec 21.

I asked for his boss's name and number Ryan flat out refused to provide it. Stated he would NOT give it to me under any circumstances. Finally stated he would call his boss and IF his boss decided to call me he would.

We are now potentially without rings for the wedding as Kristi Jo is flying to SC for it.

I want an apology directly to Kristi Jo from Ryan and his boss. Yes, I still want his bosses name and contact information. Il also believe monetary compensation or full refund is warranted.

Check your website signed up for your website and texts emails and you text me a coupon I made a purchase forgot to use the coupon and now they're telling me I'm just s*** out of luck that's pretty bad business I was going to buy a couple more necklaces from my other daughters but I think I'll deal with Jared seeing how y'all are going to screw me out of using my coupon that I forgot I'm sorry I forgot I had a head injury and my mind is not as good as it used to be but thank you for all your help and your service and your compassion during Christmas I'm on a limited income and every little bit helps hope you all have a blessed Christmas

I purchased a ring advertised online from Kay Jewelers. My order number was # KA513LW-[protected]. I've attached a picture of the ring ordered and one of the ring I received. The ring sent is a piece of tin — cheap tin and not worth 2 cents. I contacted both Kay Jewelers (and haven't heard back from them) and the vendor that sent the ring. They replied that they're sorry and told me I should keep the ring as shipping charges would be too high to send back and they offered me a $5.00 credit on my next purchase. That is totally unacceptable. This was a bait and switch as far as I'm concerned. All I'm asking for is a total refund. If Kay wants to see the ring, I'd be happy to bring to one of their stores and talk to their manager and let him see what was sent.

i set up an auto pay for $205 a month. after the first month it dropped to $195, next month will be $190. i have had previous dealings with kay and know that after my 18 month financing plan ends i will be paying a higher finance charge. if i want to pay $205 a month please take the $205. i do not want to change that amount. i do not understand why " if i want to pay $205 a month you change it " i repeat I WANT TO PAY $205 A MONTH it not hard just do it do not give me your above this, below that i do not care. thank you take care of this matter.
If you can not do this I will have autopay stopped and i will send a check every month and report you to the BBB
Thank you have a nice day

My husband bought me this bracelet and a diamond has fallen out. He got the extended warrantee but I am unable to find the papers for it. I have called your customer service and they say they cant find that transaction. I am not wanting to pay for this repair since I know we got that warrantee. Our local store has been closed since covid. I can not go to that particular store to get them to help me. I traveled 65 miles from my home to a Kays location in Round Rock, Tx and they are not assisting me, they referred me to the customer service. My purchased was done with a Kays credit card. I need someone to call me and assist me with this issue. I have purchase quite a bit of pieces from the store. I always that highly of the store, now not so sure.