Kay Jewelers review: Employees don't know company policy!

I brought a gold necklace on line from Kay's that I wanted to exchange for one that was wider. This was a couple of days after receiving it. The individual who was helping me and the manager both told me that they couldn't do an exchange because the system would reject it. I informed them and showed them the company policy online. They said that it wasn't correct. I simply wanted to put the balance on something else and pay the difference for something better. I ended up getting a refund put back on my card which will take some time to show. I left the store and called corporate office, and they repeated what I said and read concerning their policy. The only way you can do an exchange is by going into one of their stores. I WOULD DEFINITELY NOT RECOMMEND THIS LOCATION FOR DOING BUSINESS!