Kay Jewelers Reviews

The man was unprofessional, rude, condescending and turned his back on me and went into the back office never returning. He never tried to help me and refused to bring up our plan in the computer to check the conditions. The man is WRONG--the plan does not say the rings were not covered-the only thing that is not covered is loss.

I am 68 years old and have never been treated so disrespectfully. I left the store very, very upset and went to a competitor, a few steps away, where I was treated like a queen! We will never buy from Kay Jewelers again and will 100% of the time go to their competitor. If I could give stars they would get in the negative numbers! You do not need to waste your time unless you want to be treated disrespectfully!

Because we have the warranty they recommend with purchase, that we pay for monthly, we get unlimited resizing/etc, so they will not reimburse us for any of the mishaps they created, as we continue to pay monthly for their mistakes to be covered. We then tried to return a ring that we no longer wanted to keep (separate from the ones that were mishandled) in perfect condition/brand new. Returns are 30 days, but it was not clarified that if it was purchased in store, if that is from date of purchase or from the date of being received. It was sent out to be resized the day of purchase, for two weeks. We were under the impression that it was 30 days from the ring being in our possession.

I tried to return it (35 days from the purchase date/16 days after having it in my possession). I asked for a return or credit, as I’ve had it with me for less with three weeks. They would NOT do ANYTHING, wouldn’t even listen! I’m a patient person, but I will tell everyone, friends, family, strangers, to never shop with them. They have lost customers for life.

BUT now it is a day after and I’ve called the last two days where they said it is probably coming in the mail. But of course the new story today is that they’re waiting to get a perfect match on the diamond of my band and they don’t know when it’ll be ready. I’m not sure why they call it a guarantee date when today they said it really is just an estimate. I would highly suggest changing the wording. So who knows maybe I won’t even have it for the wedding. I’m glad we purchased through Kay for it to just be at the repair shop for eternity. I really regret getting it resized at Kay and trusting them.

Almost 6 weeks later, and after several attempts to reach them by phone, we went back to the store. We tell them why we’re there, and they start looking up our account. We were told they hadn't contacted us because my boyfriend's phone number was listed under another name; and they seemed generally disorganized and unprofessional. We were baffled because we have a Kay's credit card, and have been there several times prior. Already frustrated....We were shocked when we were informed that a burglary had occurred, and my boyfriend's ring had been stolen on the 4th of January. We were literally in shock, and appalled that the manager had no sympathy for a lost ring that meant so much to my boyfriend. He mentioned casually that other customers had lost pieces of jewelry in the theft worth much more than ours....as if that made our loss less traumatic!

This situation became the most unprofessional experience of our lives! We were never notified about the incident. We were not given any insurance claim information. We were told the possibility of recovery was highly unlikely. The store manager showed total disregard for the loss of a ring that had immense sentimental value to my boyfriend. Beyond that, he took no responsibility for the monetary loss. It is beyond comprehension that any business manages to stay afloat when treating customers as we were treated.

I have purchased a second wedding ring and it was the WORST MISTAKE EVER! The size was incorrect! The diamond came out four days later! They tried to fault me for the diamond coming out. It came out because the JEWELRY IS NOT A GOOD QUALITY! Please read reviews from customers as myself or I promise you that you will regret going to Kays. This company is a SCAM with jewelry. I will have to take legal action to resolve my claim. They are professional liars for MONEY! Be Blessed and Take my advice Please

I called the store to check if my ring arrived and they told it did. - how come they don’t call to let me know? I went to pick up and the associate could not find my ring- what a mess? How come they don’t keep it in a safe or a common place for pick up? Associate then call the manager and was able to find when I was about to leave the store.

The biggest issue besides the whole mess they have in that store is that the associate did not give my ring unless of a sign a general release that is manipulative and definitely should not even be legal and I will look more into it. I asked another associate if everyone signs that and she said she was there just covering that she doesn’t work on that relocation. Well, every Kay policy should be the same. I asked my sister who had sent her jewelry for maintenance and fixing and she said she never signed the release and I knew that because no one should and wouldn’t sign that.

I said, I am more than happy to sign a receipt confirming I am picking up, but I won’t sign this general release. Long story a left without my ring that is paid in full and they are holding forcing me to sign the release. The release is me agreeing not to make any negative comments on social media and that we have resolved any issue amicable. How can they make sign that and don’t release my ring?

I call to have it fixed and was told no. Even though it didn't ship yet I was told they cannot change the city state and zip code. I then changed the delivery to a UPS drop-off location so it wouldn't get lost to an address that didn't even exist. Well since I put it in my aunt's name UPS couldn't give me the package. They had it sent back and returned on December 29th. This is where the fun begins! I got an email on December 29th saying I would get my refund in 7 days. 10 days later I have nothing. I email Kays and surprise surprise their "vendor" never even issued my return. Was told it would be expedited and will be issued within 7 days.

7 days later was told it WASN'T issued and will be in my account in 7 days. Guess what - NO REFUND! Chat support people have zero idea what they are doing. I sat ON HOLD for 15 minutes 27 seconds just to be hung up on this morning. No one will email me back and the support chat are reading my messages (2 checks means read) & not saying ANYTHING! This company is HIGHLY UNPROFESSIONAL. It should NOT be this hard to get my money back. The package was never opened by anyone and came back only a couple days after being shipped. All I get is a runaround. They are really refusing to give me My money back.

Millie

Please only buy diamonds with certs, and don't do it at Kay's or any of the companies that also exist under the same parent company. Diamonds from Kay's without certifications will all be of poor quality/near worthless, and Kay's have somehow found a way to legally sell you "1 carat" diamonds that are actually much smaller. Educate yourself on the 4 Cs of diamonds and understand what you are buying. Instead of educating their customers, Kay's take advantage of their lack of knowledge in an attempt to get them to pay MUCH more for a very poor quality stones that other jewelers wouldn't even touch. Their certification (GSI) is also a scam. It is only used by companies owned by the parent company of Kay Jewelers. The only thing accurate about a GSI cert is the diamond's size. No other jewelers use this company to certify their stones because it rates stones too favorably.

I hope this store closes down. They have idea how to take care of customers and the product they sell are probably 2nds. I mean why would a diamond fall out only being worn 4-5 times with no damage to the ring. After Kay's looked at it and made that statement of it not being damaged. For your own good go somewhere else oh and buying online with Kay's is no different because the local store will make the ultimate decision of what to do with your product. Spend the extra or go somewhere else this company is a JOKE!!!

So we check out and she tells me that the ring I chose was tungsten carbide which means that it can’t be resized. If I want to get it resized ever I need to purchase a warranty (for $59.99 on top of the $399 spent for the ring). She assures me that this is a lifetime warranty but that the resize can only be used once since it basically means replacing the ring. I chose to go to a jeweler instead of buying it online because I wanted a quality product with a warranty that I could be assured would last for life (the length of our planned marriage) so I purchase the warranty (especially since I already wasn’t confident about the size of the ring). So we check out and I immediately am bothered by the size of the ring.

I never wore rings before so I didn’t know what was to be expected but I found that many regular activities resulted in me almost dropping the ring off my finger. It bothered me so much that I bought a rubber ring in order to prevent losing my nice ring and to make it more comfortable for me. This lasted me a little more than three years before it broke and I returned to my oversized ring. After a few days I decide enough is enough. I’m going to go to the jeweler and just use my one time warranty to get it resized. I decided to go back to Kay now at the South Center Mall in Tukwila, Wa. A long way from its original home but that’s why I chose such a well established nationwide brand. I go in, explain my situation and after looking me up, the sales associate (Johnathon) explained that the warranty that was sold to me was a 3 year warranty and was no longer valid.

This was 11/13/2022, a mere ten months after the expiration of this warranty that I was lied to about. The sales associate clearly stated that this was a lifetime warranty that was only to be used once. Johnathan was nice and offered me the information on my sale and the customer service number to attempt to correct the issue but effectively had no other options for me. So I call the customer service number in the store still with high hopes that we can come to a solution and I spoke with Jenifer. Like Johnathan, Jenifer also offered me essentially no solution. She stated that she couldn’t do anything on her end but that she would reach out to e-commerce who would respond to me by email or phone call in 7-10 days.

With no resolution and almost 2 hours of my day wasted I leave defeated but still with high hopes for a resolution. Those high hopes diminish after those 7-10 days come and go. 11/29/22 I finally give them a call back to check in. I’m greeted by Fahmia who immediately greeted me with hostility and demeaning nature. On multiple occasions while trying to explain my situation I found him literally yelling over me. He told me that my case was closed and that there was nothing to do. He said that there was no one else who could help me. Was extremely reluctant to let me escalate the situation any further.

Finally he stated to let me speak to his manager but similar to my previous situations he would not let me speak with a manager immediately and made me await another call back. He assured me that a manager would call me within the next 24 hours. To give him credit I did get a call the next morning but unfortunately the supervisor did not give me a personalized number and I was working night shift so I missed her call during the day. To be fair they did call me one other time but the same situation occurred and not leaving a resolution or personalized number in the voicemail I was left only to start from scratch calling the main number, explaining my situation, and hoping they would let me speak to a manager.

Finally I call them back on 12/8, go through the whole process of automated messages and then a general associate explaining my case. After explaining my case she asks me to give a number to have the supervisor call me back. I insist on speaking to a supervisor right now and she says that she can’t give me a supervisor but she can read the note on my file. Finally I get the resolution which offers me a 10% discount on another ring and refuses refunding me my warranty or honoring the warranty that was sold to me. After almost a month I was effectively told that they wouldn’t help me.

It’s not only frustrating because I was lied to, but the only reason I went to a large Jeweler was because I wanted to be sized and I wanted a warranty to be able to keep the same ring (neither of which were fulfilled). Now I plan to go to Amazon and buy the same quality ring for $19.99. Luckily if it ends up being the wrong size I can buy literally buy 23 different rings and sizes to be able to cover the cost of my one ring and warranty that I only got a few months of use out of. I recommend doing yourself a favor and going right to Amazon or non-jeweler. These big companies neither offer the assurance of the brand or additional quality and the markup is astronomical.

Also PS: Kay Jewelers is owned by a parent company called Signet which owns over 2,800 stores including Kay Jewelers, Zales, Jared, Banter by Piercing Pagoda, Diamonds Direct, Blue Nile, JamesAllen.com, Rocksbox, Peoples Jewellers, H. Samuel and Ernest Jones so don’t think you can screw over one by going to a different store. They’re all the same.

Later the same day, I received another email saying they do not have it. I checked today December 7th, and the item is still shown online. The troubling part is not that they have their inventory in disarray, but the fact that I've been authorized on my credit card three times for an item I am not going to get. Granted I have plenty of credit on the card, but if you are someone who doesn't have a lot of credit on a card, I would highly suggest you not order anything from this company until they have their inventory under control. Kay Jewelers have fine jewelry, but only buy in store, when you can have the product in your hand that day and know they have it in stock. I am very disappointed with this company, and I will most likely never do business with them again.

Next; The entire time I was fighting the website, I had a huge banner across the top third of my screen, further complicating the process. But wait! The banner says I've "unlocked" a $25 discount off this purchase! All I have to do is enter an eighty-six digit code at checkout! Wow! Maybe this billboard I've been struggling to work around will be worth the hassle. Not so much. I enter all of my credit card and shipping info (half a dozen times) and scour each page of the checkout process for just where it is I'm supposed to enter this code. After all, I have $25 dollars worth of discount I could apply to the diamond ear rings my wife mentioned that go with the ring. I search. I hunt. I scour. I take screenshots and send to friends, "Do you see a place to enter a coupon code anywhere here?" Nothing.

The veritable alphabet soup discount code that Kay was throwing in my face the entire time I was trying to checkout (that d#@m code appearing across my screen was THE ONLY thing that consistently worked during the checkout process) was but a tease? There was nowhere to enter that code. I tried clicking on the banner, to which the banner said,"Don't panic! Your code has been copied!" I combed the site for how to use the code. I was expecting to find the typical disclaimer: Code not valid for sale items, rings, necklaces, bracelets, ear rings, post-sale services, any goods sold on even numbered days, odd numbered months, full moons, half moons, harvest moons, or any day ending in "ay" unless member is Platinum level customer at which code can be applied to minimum purchase of $10,000.

Nope. None of that. I saw nothing qualifying or disqualifying this discount code. All I saw was the banner telling me Kay was offering me $25 off my order for the simple act of copying and pasting this Enigma-like code into the appropriate box at checkout....which didn't exist. Typical checkout chicanery I expect to see from shady fly-by night websites, not a website associated with one of the biggest jewelry stores in the world. That, ladies and gentlemen, told me everything I never wanted to know about Kay Jewelers. I will not be back to a Kay Jewelers site or store.