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Kay Jewelerskay jewelers doesn't like customers

1

Kay Jewelers doesn't understand customer service. In today's internet economy where people have thousands of choices on where to shop, you would think companies would be on the lookout for ways to be cooperative with their customers - but NOT KAY!

I purchased a watch for my wife as an anniversary gift. To be fair, it is a nice Movado and I felt Kay offered it at a good price as I had done some shopping around. Although my wife liked the watch, she decided that she would like to get a different gift instead. The receipt had Kay's return policy printed on it which says you have 60 days to return your purchase for a refund. (Further down, it mentions the different 30 day 'watch return policy'). Well, like most consumers, I didn't read all of the fine print, only the part at the top which says I had 60 days (my fault!)

I entered the store on day 32 and was told it was past the 30 day 'watch' return policy. I calmly suggested to the store manager that the first line in the return policy said I have 60 days to return my purchase. It was then she pointed out that 'watch' return policy is written further down! I asked why they print that I have 60 days on a watch receipt? She didn't know but instructed me to call customer care (funny that they call it that) as she didn't have the authority to override the policy.

So, this is where it gets really bad. I called and spoke with Jim. I once again told him my sad tale of how I misunderstood the return policy because it says, right at the top, that I had 60 days to return my purchase. (As long as it is not a watch!) Jim pointed out rather rudely that I needed to read the whole thing. DUH. I know that now but, surely on day 32, you can make an exception? Nope. "But, Jim, you printed on my watch receipt that I had 60 days to return my purchase, why would I read further than that? Why should I assume that the 'watch' return policy is specified down further? So, since this is just a clear misunderstanding, and because you value me as a customer, and it is only day 32, you can make an exception, right?" Nope, Nope, double Nope. Oh, almost forgot...Kay has another policy that they will not escalate customer complaints to a supervisor. Never. Nope.

Apparently, Kay would rather I keep a watch that I don't want and NEVER, EVER shop in their store again than make a 2 day exception to a return policy that was misleading. Huh. I will also post this review EVERYWHERE that I can find to keep others from shopping there. Hey Jim, if your supervisor reads this, he would probably applaud you for a job well done. But, if I am the owners of Kay, I think maybe I wish we could have excused the 2 days. Will I ever shop at Kay? Nope. Nope. Triple Nope.

Responses

  • Th
    thetruthhurts. Nov 19, 2010

    That's the problem, nowadays. No one wants to be held accountable for their own actions. Everyone expects an exception to be made.
    So it is the jewelry store's fault that you didn't read your receipt?
    Do you know how many people call every day and ask for a break because its just '2 days', or '5 days' or 'a week' or 'two weeks' past the policy? So where do you draw the line? It's not fair to other customers if they take back your merchandise just because you're angry and feel like the world owes you something.

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  • An
    angrycustomercarol Dec 01, 2011

    My boyfriend bought me a leo diamond ring from Kay's. Please note the extended warranty was also purchased. I found that a stone was defective and they refused to even talk to me at the store, the manager walked away as he shouted call customer service. I am a reasonable person and called the Gem Institute that certified the stone to begin with and they were more than happy to re-evaluate it. Kay Jewelers declined. I highly recommend that people shop else where!!! Investigate the jewelry store before making a purchase. Unfortunately for us it is too late.

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  • Ka
    kaysucks Dec 29, 2011

    I tried retuning a movado today. at Kay in Broward Mall Ft. lauderdale. I was withing the 30 day return period and still got denied a return. Supposindly it was "worn" and resized. Heck they offered to resize it!! What a scam. they just want to keep the commision at all costs. Im warning everyone not to buy any watches there again!

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