Kay Jewelers Reviews

Now I am told this new ring cannot have my original diamonds added because it will ruin the strength of the ring. I feel lied to for months. I feel like I have wasted several trips to the store. I have lost hours upon hours discussing this in person and on the phone with store people and Signet customer service rep who was never helpful. Rep offers me to select new ring. I don’t want new ring because I have matching ring with spouse and my diamonds are not only nicer but sentimental since they symbolize our marriage. The only compensation I am offered is a $200 gift card which is insulting to me so I refuse. This process took around SIX MONTHS! I think about contacting an attorney but decide to wait and see how my ring holds up.

Fast forward to November 2018. Small stone falls out of ring and large stone is loose. I take to Eastwood Mall Kay’s for repair. Store manager (who is different from before) writes up repair. I include a rhodium dip on both engagement and wedding ring along with repair so I don’t have to be without ring at a later date. I check repair slip for accuracy. My rings come back SOLDERED TOGETHER WHICH I DID NOT ASK FOR, DESIRE, NOR AUTHORIZE. As of today, 11-29-18, my rings are being sent back to be UNSOLDERED. I am concerned about them damaging them and the integrity of the rings. I was told store manager made the mistake by other store employees. I don’t know who to believe. I have called the Kay’s complaint line again.

Update: 12/4/18: Ring came back...but it didn’t come home with me. Not good. There are gouges in the shank of each ring after being unsoldered. The smaller band is malformed with hump and gouges. Do they check their work? Do they have pride in workmanship? Both of my rings are being sent back to repair again... Employees at Eastwood very pleasant. Manager wrote a personal note to the head jeweler, Bill, requesting he do the work. Also, someone from customer care left a message, unknowing that the work was shoddy. I am super disappointed and let down. Tired from feeling the emotion, honestly.

Now, I am looking at not having my wedding ring back until Dec. 18. I’ve been without it since mid November... This time employees say, “we’ll make it right...restore your faith...compensate.” How? A friend of mine received more care and compensation when she ran into issues with a sectional couch that cost less than 1/2 of this jewelry symbolic of our forever union that she ordered from Macy’s. I feel like this company doesn’t mean what they say. Words are easy... What about the many trips (for nothing) after work I’ve made to the mall, the hours on the phone, etc? Sorry is not enough. What’s going on with Kay.com and Signet Jewelers?

After we alerted the staff to the problem They kept my ring for approximately a week and a half while trying to determine a means of convincingly determining it was our diamond. The store manager who helped us was honest that he could not do so and ultimately the company line was that they could neither confirm nor deny that the diamond was the same and offered to swap it for another diamond of the same quality as the original diamond purchased if we would like. However hypothetically if this was our original Original diamond then such a swap would be of no benefit and actually make the situation worse. The store manager acknowledge this and offered to have our Diamond inscribed with a special tracking number but that would take about 45 days and we were getting married very soon so we need to delay the process.

Flash Forward to six months later at our next ring inspection and of course this quality manager does not work at Kay anymore. The staff on hand remember the situation however and honor his offered to do the inscribing but again do not feel confident taking a picture of the ring on its way out the door due to the same alleged problem with the scope that takes the photo as occurred six months ago. They cannot offer any timeline for when this will be photographed or when this will be fixed and say it's a corporate level decision when to fix the camera.

They are also resistant to me being referred to another store with a properly working camera and cannot offer any explanation as to how they have been conducting business all this time if their equipment is not working properly. So many different versions of exclamations have been provided it's crazy. The bottom line is something really fishy is going on at Kay Jewelers and I can't recommend this store, to anyone strangers or not. Save yourself the lifetime of heartache and frustration… If you buy a ring from Kay you have to see them every six months for the life of the peace if you want them to honor the warranty.

Long story but this was a second transaction since the original purchase (that he was told by the manager at Kay’s would be $95 mo - was $197 mo) had gone on sale so, the entire transaction was void and started over to reflect the sale. Warning flags should have caught my attention! The “manager“/original and only salesperson, gave us the original paperwork not the sale paperwork back in the plastic sleeve that holds the ring information. No register receipt ever. It wasn’t until the first bill came that we checked it because something seemed wrong. First mistake we trusted them. The amount due should have been significantly less but it had barely changed. First attempt my son made to get the new receipt, she wasn’t in, the other girls were confused and couldn’t figure out how she rang it up. Second time, I returned - his work schedule, she laughed and said, "Sorry for the inconvenience." Ok, It happens.

When I got home and reviewed the barely visible receipt, she had reduced the trade in value of the jewelry by a lot!!! No fuss was made because by this time my son felt no engagement was going to happen anyway, and it didn’t. Ultimately, a few weeks later the purchase and all the paperwork was returned to Kay’s, the trade in jewelry was returned to my son. We asked what we needed to do to receive credit for payments already made. Now she gets fuzzy. They have an outside lender so she doesn’t know but we are all good there. Paperwork is returned and product returned. All done at Kay’s...nope. We received a refund check in the mail for the money paid on the purchase. I called to inquire as to why I still received a bill a month later and was told it was due to the timing of their billing cycle and to disregard.

The following month another came along with an alert from my credit reporting company! It was reported that 2 purchases were made and only 1 product was returned. After a lot of conversation with the lender, we realized the manager processed the GIFT CARD as a second purchase and that had not been returned. Try explaining that to the lender. I never received a gift card, it supposedly went to the purchase of the ring, and that was returned. That’s in addition to the fact that she discretely reduced the trade in value of the jewelry, for which we would have made a fuss over if the engagement would have happened. Shady, shady, shady. Since the lender and Kay’s are separate - good luck getting that mess cleaned up!

Ask for the corporate number and spend a lot of time on a carousel of..."Hold on while I forward you to the next voicemail," that isn’t the corporate office. Oh, and if you have a credit card with this company, other than Kay’s, you have to explain, every time you get transferred, that’s not what you are calling about. Not the lender's fault at all, they go by what Kay Jewelers sends them and that is where they are deceptive. That mark can stay on my credit report. Buyer beware of anything shady... Kay’s the game.

The whole reason I had my ring sent off was to have it back in time for my birthday and also for my honeymoon which is in a few weeks. Now I have to drop my warranty and go elsewhere to have my ring fixed so I can enjoy it. This ring is not even 2 years old yet and should not be having diamonds falling out. I have had this ring inspected many times with no report on any loose brackets. I thought I would give their service a chance but not only did this happen to me but my mother and my sister both had the same issues. Kay will no longer have my service. I feel that it was broken in their hands it should be fixed immediately. It should not take 10 weeks to fix. That would be over two months without my ring.

So I chose a necklace for $900 and to pay 20% upfront which I was ok with. When I got excited to complete my purchase and went to the register all of a sudden the employee told me I could not complete the purchase because I no longer had the credit he just told me that I had, because they had a new bank they were banking with and closed all accounts. When reapplying they denied me credit even the one I already had, and told me that the only way I could purchase the items was to have them directly take money out of my work check in order to complete the purchase along with an exaggerated interest. I then told them no thank you and to close my account because I will no longer be doing business with Kay Jewelers.

Such an embarrassing and horrible experience that I had to come and write a review so that no one goes through that. At the end the employee who was dealt nice and I feel bad writing this review because he was really helpful but the back end of the business is what drove me away and to never come back. He asked me if I wanted to buy the bracelet that I really liked which was the same as the 20% down payment and I told him, since Kay Jewelers did me like that on their business move, I too made a business move and chose to give them $0.00. and take my business elsewhere which I’m sure I can find more beautiful jewelers somewhere else that I didn’t have to buy anything from them and don’t owe them anything anymore. 5 years with this company as a faithful customer and that’s the type of customer and business relationship they have. Again a horrible and embarrassing experience, KAY JEWELERS WILL NEVER SEE ME AGAIN!

Kay Jewelers is not what it used to be and I would recommend finding another jewelers. Update; Yesterday, 22 October 2018, I went back to the store to get my money back and was told that I would have to come back later as they didn't have any money in the store. What!!! How do you run a business without money? I was told I would have to wait 10 business days and would be paid by check mailed to me. In conclusion they took my $200.00 and would have held on to it for almost two months.

First I called the store and they stated that 9 pieces were inspected. So I called corporate and they said only 7 pieces was inspected. Now they told me I have to bring it all back in to Kay to be inspected again. Oh by the way they do still stamp the papers if we ask them to. Well Mr Lazy Man did not care what the customer wanted nor did he bat an eyelash when he blatantly lied to my face stating they didn't do that anymore and they do according to his manager. Well thanks Mr Lazy Man you just cost Kay a customer. I WILL NEVER EVER BUY ANOTHER PIECE OF JEWELRY FROM KAY. Jared's here I come. Jared does it the right way all the time.

The manager Jessica at Zona Rosa was rude, disrespectful and could have cared less, little 20 something, that doesn't know her job. Was told I would have my rings back on June 28th 2018, got a call on July 11th that my wedding ring had to go to corporate cause they can't do the quad diamond cut, then get a call on July 19th that my wedding ring is going to the manufacturer. And I wouldn't have my wedding ring back for 60 days. I received my other ring back on July 5th, along with taking all my rings in and having them inspected again. Now being a manager I think you should know the protocol on where rings are going to be fixed in the beginning not weeks later. I take it up with Corporate Care whom really doesn't care, and refunds me the monies for my wedding ring. After I find out it's in Bermuda, Bahamas REALLY.

So I stopped in the store on 08/07/2018 to get printout of my last inspections, they don't have it. Call Corporate Care today and they can't find it and telling me I didn't have them inspected. And since then I have purchased a nicer more beautiful wedding ring from a competitor, along with letting them inspect all my rings the correct way with microscope and a prong tester, lo and behold the ring they fixed that I did get back the black diamond was getting ready to fall out again, along with my other 3 black & white diamonds and one chocolate diamond from JARED, WHICH HAD TURNED PEE YELLOW, ALL HAD DIAMONDS LOOSE AND GETTING READY TO FALL OUT, SHE SHOWED ME EACH ONE.

So with Kay's I think only a few stores really inspect the rings correctly because the associates at Zona Rosa Kansas City Mo Kay Jewelers, and Oak Park Mall don't really care, and let's not forget that they don't update the electronic tablet that they carry around. The assistant manager that was at Kay's in Zona Rosa told me when they switch to tablet that not all people's information came across, go figure electronic world to keep things straight and if they knew this why didn't corporate go back and update all the information of the ones that didn't go through. She updated my information but Corporate can't find it. But another store can, cause they do things the right way.

So for Kay Jewelers, a kiss is a kiss of love. I want to thank you for your messing up, thank you for sending my monies back UPS with the wrong address cause Corporate can't spell worth a ant, Meyer not Meyeer so I had to wait 3 more days to get my monies back for my wedding ring, and I was suppose to sign for it not a co worker. So now that all my rings are with a more reputable competitor I've lost my warranty which you don't stand by anyway... But at least I will have perfect rings when returned to me.

And for the monies I'm going to pay a competitor I will get it back from you, plus all the extra warranty my husband put on them, which you say can only be put on the Kay card, so how can you put monies on a card that has been closed out, and shredded? How does this work, wouldn't it just be easier to end this all now before I head way up the CORPORATE LADDER, and slam you the rest of the way to get what I expect in return. Monies that will no longer be used at your services, because you don't stand behind your work, and for the most it's lousy.

So thank you for everything that you're not, so you really can't say that a Kiss is Kay's way of expressing love. You're a rip off scam artist that your CEO whom lives in the Bahamas. Must be nice to know that all rings that can't be fixed in this country get sent out to another country and they will never divulge that information because they don't want the public to know they are outsourcing your jewelry to another country.

I went into Kay today to have it checked out and they never even processed the order!!! So they told me it would be at least another 4 months until the ring is done. I was livid, So when I got home I called customer service and said that I either wanted a different ring or to be refunded for the ring and I would take my business elsewhere, she told me that they couldnt refund me for a ring I've had for over a year and I said, "Well this is not my problem and you're going to sit here and not do anything about it? Thanks for the help." AND SHE HUNG UP ON ME. At this point I don't even want the ring or have to do with that terrible company any longer. Any suggestions on what I should do at this point?

I was only told that I could purchase a new solitaire for $2,000 because I was one month past the inspection. So, after having the ring inspected for 15 years and the technician knowing a prong was broken, Kay Jewelers said they would not honor the purchased care plan. NEVER AGAIN WILL I PURCHASE and I will continue to advise others to choose a jewelry store that will honor a warranty. It is obviously all about the money and not about the customer at Kay Jewelers.

4. They actually found a size 7 at some other store after we were told the manufacturer only makes size 8 and up.

We asked for a total refund, which occurred and then asked what made us feel uncomfortable about the transaction... DUH, HOW ABOUT THE WEB OF LIES AND DECEPTION! I have never in my lifetime witnessed such deceit in order to get a sale. It was incredible to watch, my husband said "almost comical" and to believe that people actually do that every day. Stay away if you can!

I have a black diamond and had it for years and it does test on a diamond tester. 4 mo. of paying on a ring from Kay and knowing it isn't real diamond makes me so upset. Running 5 times to the Mall and trying to replace it with the same kind of ring still not testing makes me real upset. I feel Kay owes me for my time and troubles with this ring. Sure I can return it!! Why should I? I bought this ring from Kay and it stated real diamond, and it isn't. They should just give it to me and not make me pay any more payments and that would make it better (doesn't make it right) for all the trouble I been having in these past months. My daughter has her black stone but not black diamond like it's suppose to be. UNHAPPY.

Still the same bands from before that don’t go with my ring. Myself and my husband were willing to just take them and be done with Kay. But guess what? There another problem. They're not my size and have to be sent off to get sized. So we wait 2 weeks. No call or letter like before telling us that our rings are in. So we call them. Mow they can’t find the rings. Peter has them. Denise gave them to him and Rita doesn’t know where he put them so we have to wait until Thursday. Really now I think we just would like a full refund or we can just take the route that we didn’t want and just file a lawsuit. This ** is messed up and this ring was for a lifetime. You just don’t do this when it comes to someone's forever. A ring that I wanted to make it a heirloom for my kids to passed down to theirs and so on. Really now we have to start over and this is messed up. It is not the same and getting remarried is not a option.

Oh my God. I cannot believe this is happening to us. I hope that everyone reads this. Kay you are wrong and don’t deserve to be in business when it come to making people happy for the ride of their lives. I have went on to read some of your reviews and I wish that my husband would have before he bought from you all. You are wrong for every person that you have done wrong. Kay we will never buy and make sure that we tell as many as we can not to buy and I will be posting this and more of your reviews on Facebook and any Social media sites that I can so no one has to go through what I and others have been through.

I spoke with corporate, and told them I no longer wanted the item, and since it was within 60 days should have granted a refund, but the little girl who answered the phone told me I couldn’t return the item unless I drove 30 minutes to sign a piece a paper then she changed her verbiage suggesting I couldn’t return the item. I was within the 60-day window to return an item per company policy, and I had pre-paid. I requested her supervisor, but she put her co-worker Stormy on the line who refused to acknowledge she was a supervisor, and who also left me on hold for 22 minutes only to put Kelly on the line who was nothing shy of rude, disrespectful, and unprofessional and who also refused to let me speak with her manager. All of this while standing in one of their Kay Jewelers stores.

The employees there were quite embarrassed! But they needed to know how I was being treated for the people I spoke with are complacent and do not respect their customers or their brand. I say this with certainty for I could tell it wasn’t an isolated incident for their behaviors was like a constant workflow... acted with ease and if they’ve done this before. This store and the corporate office is not honoring policies and procedures as shared with customers. This means customers are forced to keep products they are not satisfied with, and/or do not want to keep.

3-3 my wife calls the store to see if my ring is in. The associate very quickly says yes. Great! We drive over to the store. Oops, no, the lazy associate thought we were talking about my wife's ring... Which she had already picked up? Waste of time. At this point we call the customer service line, they tell us they will call back. Wishful thinking. We did however receive an email stating that my ring was delayed but that it will be in on 3-6 and it has been upgraded to next day air. Wonderful.

3-6 you guessed it! Still no ring! My wife calls the customer service line again. It seems as though my ring is stuck in New Jersey due to bad weather. Okay... Fine. It is now 3-11. Upon further investigation and finally obtaining a tracking number it seems as though my ring was DELIVERED on 3-9. So why didn't we get a phone call? My wife calls the store... They don't have it. She explains that it's been delivered and signed for. "Oh let me look, we all open those boxes. Nope sorry I don't have it." So who the hell does have it then because it sure as f isn't me. We get married in less than two weeks... This is supposed to be exciting and it's been a real circus. Kay Jewelers is the absolute worst. We will be requesting a refund tomorrow.

Fast forward to last month when I had change bank accounts so I took off my auto pay, I made my payment manually and then I called up to have them help me redo my auto pay because I couldn’t remember how. I specifically asked the woman on the phone (it’s now Genesis Financial, not Kay Jewelers anymore) and she said “not to worry, because your minimum payment is zero, your auto pay will not kick in until next month.” Two days later I have an overdraft fee in my checking account because the payment came out twice. I called them and pleaded with them to reverse one of the charges and they told me they would send me a letter in the mail within 10 days. No concern for anything that I was explaining to them. 13 days later I got a letter in the mail saying “outcome, charge will not be reversed“. No apologies, no reasoning. Just basically ‘screw you, you’re not getting your money back’.

I called my checking account and told them that it was a mistake and they reversed one of them. The very next day I look at my Kay account and my credit limit is now zero. Mind you, I am not overdue. My balance is perfectly fine and my minimum payment has been paid up to date. But they took away my available credit because I had the second payment reversed. I call just now, and I spoke to an obvious overseas outsourced agent and she told me tomorrow would be the earliest they could take the block off my account. I asked her to ask a manager, since I’ve never missed a payment in all these years, and she came back and said no. Who wants to do business with a company that has no concern for their customers? They just don’t give a ** at all. Little did they know that I’m filing bankruptcy next week and I don’t have a choice but to put this account in there. At first I felt bad. Not anymore.

So I have to call the company only to be told that they won’t help me with the overdraft because it wasn't their fault but they would be happy to issue me a check for the first payment, so I had to call my bank and have them request a letterhead from the company about the issue so they could reimburse me the overdraft fee. Fast forward next week and the same issue happens, I call the company again and am only NOW told that I couldn't make a payment using my savings account because it will automatically be processed through my checking account, and am told that the company would not issue me a refund for my payment OR issue a letterhead so that the bank can reimburse me for the overdraft fee.

I have had nothing but issues with this company and even when I call their customer service center when they first answer they give me a name that at the end of the conversation changes, so originally I was speaking to "Max" but by the end of the conversation Max has not turned into "Thomas." Just avoid Kay Jewelers cards and Comenity Bank in general, they are useless in providing me the information I need and they refuse to help me with a reimbursement for my overdraft fees due to their errors.

I took it to a different Kay Jewelers to see what they said about it and they sent it back a third time. It came back and still is horrible. Their comment was that this was the best they could do and if I still wasn't happy I would have to buy a new setting which they quoted $1500. They said the $341 that I already paid would be taken off that price. My mom's ring is not the same and they don't care. The gold ring in the pictures they repaired two prongs which are taller than the rest of them and they filed on one which looks like it's going to crack. The white gold was my mom's. If this is the best that can be done, why do new rings look so good?

Then there was some excuse as to why I couldn’t get a receipt, the sales associate ended up email mailing me a copy of my receipt. And, if this wasn’t enough I wanted one of my favorite pieces of jewelry cleaned, they told me the stone was chipped and had to be sent out for repair. This was the end of Nov 2017, I was promised my ring back by Dec 28th. I waited until about the Dec 30 and called. Was told issues with the holidays and shipping has things taking a little longer. Should just be a few more days. Waited another week, called spoke with Nicole. She was gonna call the company and call me back. I missed her call, she never followed up.

I called a few days later called and asked for Nicole, she’s not working. The associate answering the phone offered no assistance. Waited another week, called, asked for Nicole. She was not working but the gentleman answering the phone offered to call the company and see what was going on. He came back saying the store manager was going to look into it today and get back to me. NEVER A PHONE CALL BACK. I call again this evening and ask FYI talk to a manager and there’s not one on duty. So here it is Mid January and Kay's still has my beautiful Le Vian ring. Thoroughly disgusted and Kay's will never get my business again.

I have other cards where it's a similar setup, but it actually works, the password is always right, if you need to change it the text confirmation takes seconds and paying is easy. So why are they trying to make it hard for us to pay our bills? Am I the only one who noticed this? You have to spend a half a day to take care of a bill. So today Dec 23rd, I decide to go buy my wife a new ring or some hoop earrings, spend 30mins talking to the staff, and setting up everything, but when Dave goes to run the card, he comes back looking shocked, he tells me it's been closed, and not by Kay's, but it's been closed. So, I call this Genesis place for the first time, can barely understand the guy, but the only info he was able to provide, was it was closed on the Dec 7th. All he could say was I would receive a letter about it. Well, if it was closed on the 7th, and now it's the 23rd you would think I would have it already right?

So anyways he can provide me with zero info, so I went from a 3k maximum line of credit, thousands of dollars spent there over the past few years, to Genesis closing my acct with no info but that I'm welcome to reapply for a new card in 6 months. That is utter garbage. This is some sort of scam, so now I will pay the remaining 400 some odd dollars which was up to date, and I'm welcome to apply for a new card in 6 months. I'm furious I was treated excellent and like person for the past 4 - 5 years and they switch me to Genesis without my consent or knowledge and within several months or however long it's really been this year anyways, they close my credit line entirely with no info.

They told me it would be ready on the 19th of December. Again, today, the 19th of December I called. No answer. I had to call customer service to get an update. I waited on hold 30 minutes. Once someone finally helped me all they could say was that it was at the repair shop still and will be ready by Monday. I asked about the holiday and they said they misspoke. So they revised their promise indicating it would be ready no later than Monday (the 25th of December).

A few months later I decided to purchase TWO of the matching bands so that eventually they could be soldered together. I was informed that this particular set was now discontinued and they could sell me the ONE matching band as is (it would have to be sized down to fit), but the other one would have to be custom made. They needed my engagement ring to make sure the rings matched up, which was fine. I get the rings in and noticed one of the bands had a stone that was sitting lower than the other stones. To make sure I wasn't being picky (considering I worked for another international wedding ring manufacturer myself and my job was to pay close attention to detail), I asked friends if they noticed it, and they did.

They sent the ring in one time and it wasn't fixed even a little. The salesman helping us always seemed disinterested in trying to fix it. He sent the rings in a second time, telling me when he got them back in, he'd let me inspect it before they soldered them. Two weeks later the ring comes in and the stone looks untouched again, still sunken down, and they had ALREADY soldered them.

The same guy helped us, eventually apologizing ONLY for his bad attitude because he had been to a funeral that day. He told me he thought they might have put a smaller stone in as if that made it better... Excuse me?! I didn't pay $4000+ for a SMALLER STONE. I couldn't believe he thought he could just breeze past what he'd just said. We asked him to send it again. Once returned a week later, it looked a little better. I told the woman helping us that day what the other guy had said about a smaller stone, and she lazily looked under the magnifier and said "it's not a smaller stone." All while looking annoyed, barely speaking to us, and texting right in front of us.

A month or two later, sitting on my couch I was looking at my ring and noticed a different stone was on the verge of falling out. I took it back to the store and spoke to a different guy who was the manager. I explained my past frustrating situation and he was quick to help us. We also asked him if he'd get them to check on the other stone that was still sunken in and he agreed. He was very nice and we decided to ask for him from then on.

They fixed the loose stone and TRIED fixing the other. He told me they got new repair people in hopes of making things better. These new people had built HUGE prongs around this fixed stone. The manager disapproved and said he'd send it back if I wanted. I noticed also that the stone on the same ring at the very end was now sunken into the ring. Note that these sunken down stones aren't shiny like the others, and it looks almost like the stone is missing... very dark. I decided that I'd just take it since I was sick of the back and forth. It's been about four months since then (keep in mind I've only been married 8 months now), and I noticed during Thanksgiving with my family as I was showing off the ring that a stone had fallen out. I don't currently work, and even when I did, it was a desk job. I was not rough with my hands.

This is not to mention that we used a Kay credit card for this purchase, and recently we had gotten a letter saying they changed owners and our interest rate went front 19% to 26%!!! I plan on going to Kay tomorrow and demanding that the bands be remade or they give me my money back. To be fair, they have not charged me for any repairs so far, but this is the first time a stone is actually missing and I fear they are going to try to charge me. I have a feeling, after my past experiences in such short time, as well as all these other reviews, that I've got my work cut out for me. I am pregnant and moody, which is partially why I felt compelled to write a review... but I hope it keeps everyone from shopping here. SEE ATTACHED PHOTOS.

She was very positive and said she could help us find something I'd love and that she was glad we were there because they were an "outlet" and could offer 40-70% off the other store prices (our budget was $3,000). So we spent about 35-40 minutes trying to find "the one". It basically came down to 4 then to 2 (one of which was the one we had ordered from the other store). Andrea basically told me that the one I had already picked "simply must be the one" and she began calculating pricing -- her "outlet" pricing was MORE than the price we paid in the other Kay store -- so I told her they gave us an extra 5% for Black Friday and she deducted that... Now that's where I was confused, I mean why is she calculating that when we already bought that ring??

The only reason we went to another store was because I wasn't completely happy and wanted to see a bigger variety, but she calculated away and I said to my fiance "well you have the receipt so see if it's the same price". That's when she flipped out! She looked at him pulling the receipt from his jacket pocket and she yelled out so that everyone in the store could hear, "you already bought one??!!" and I sat there looking very confused because I had already told her that as soon as we walked in the door when she greeted us. So, I reiterated to her, 'I told you that we bought one at the other store and that I wasn't happy with it', she JUMPED out of the chair and walked away! As she walked away she yelled at us "I spent A LOT of time with you!" Shaking her head back and forth and she put the rings away that we were looking at.

Everyone in the store stopped and stared at us and one other gentlemen associate just smiled awkwardly at us as I said that she was extremely RUDE. My fiance and I packed up our belongings and started to walk out. I'm FURIOUS and I figure there are 3 ways to handle this: 1- could stoop to her disgusting level and yell at her and walk away like the toddler she behaved as; 2 - I could cause a scene or 3 - I could 'kill her with kindness'. I chose #3. As we were passing her on our way out I said to her, smiling, "I'm sorry that you didn't understand what I said when we came in here, I thought I was perfectly clear"...all the while she was shaking her head "no" the entire time... I continued "thank you for your time and you have a lovely evening" and we left.

By the time we got to our vehicle I was near tears and furious at the same time. This was supposed to be a happy time for us and this person, ANDREA, was the biggest fake, phony, opportunistic, vile, callous, disgusting excuse for a human being who treated us like we didn't matter at all! Had we found a ring at her store that was better than the other, our plan was to cancel the other order (we were told there was a 60 day return policy and a 90 day exchange) and purchase a new one, but instead she chose to be RUDE to customers.

We are 50 years old and neither one of us has EVER experienced being treated like this by anyone in retail EVER. She ought to be ashamed of herself and she definitely should not be dealing with the public in a customer relations position because she clearly does not know how to deal with customers in a proper way. Shame on Kay for employing people like this!! This was supposed to be a wonderful happy time for us and SHE degraded it and us!

I called their customer care and placed a formal complaint and asked for a phone call back from someone. I would LOVE to get to their corporate offices. (I used to be assistant to the VP of Customer Relations for a telephone company years ago -- I KNOW customer relations and I know that the big guys don't like it when their employees treat their customers poorly!) I've told my fiance to cancel the Kay order completely now and we'll shop elsewhere for my ring. I don't want to give our money to such a company that employs and/or promotes such rude employees and I really don't want the negative event associated with our positive joyful one.

We went to a Kay Jewelers in Burlington VT still about 2 hrs away from us. I was inquiring about getting my new ring sized to fit, the lady there actually tried to tell me I couldn't size down from like a 7 to a 5. I then said "well can it be ordered in my size and we switch?" She told me we would have to buy a new ring in order to do this. Are you kidding? She try every sales pitch she could to get us to open a Kay's credit line OMG again in years thinking how the heck am I going to keep this thing on my finger?

She went further to say it's not a big deal. Her daughter bought the same set for a right finger ring. You don't just buy this set for a casual wearing! Disgusted we walk out. But before I demanded to speak to her manager to whom was standing nearby (I didn't realize this or I would have walked to her) she actually left the floor and told her to tell me she was busy and there was nothing she could do to help us! That's #1 if many other store visits seemed to go. Our original place of purchased not only fixed the problem but did it without any hassle.

Since I have had let's see prongs reset, some of which weren't even required on the day of inspection. I got my ring back from the Kay's in Lebanon NH and it was sent out to get soldered together and within a week, I noticed my center diamond was rolling all over! They assured me it would be taken care of. They again soldered my center diamond in the setting and swore, you will never lose this diamond it's very secure. (I just had it inspected. It didn't move before this.) Then last April I got it inspected and hmmm needed a ridiculous amounts of new prongs, again not sure I really needed them during inspection.

There were like 4 maybe. The smaller ones that I believe we spoke about, a 3 weeks later after going to the store upon because my ring was supposedly finished only for me to get there to find it's not at the store. Can't find it! Awesome. Apparently they sent it back without telling me for more prongs. After losing all my humor with this very very incompetent store and demanding my ring back (we were leaving for vacation the following week I was assured it would be back before) it took a month to get this back.

And now today, I was working at a big equine affaire, and sometime with me lifting and moving saddles I happened to look down and guess what my frigging center diamond GONE!!! The whole thing! I am beside myself right now! To be able to find it where I am is beyond a needle and haystack! I am so disappointed in Kay's and poor customer service, poor repairs! And a big huge disappointment in Neil Lane!

Pooooooor quality!!! I've had nothing but poor results with my ring, and now because things weren't done effectively or efficiently I am sobbing because my treasured piece of jewelry is missing a very large piece of it! Now I get to have the dreaded conversation with yet another incompetent salesperson desperate for a sale for commissions!

She charged him way more than what the ring appraised for and had a few random charges on the account that even the manager didn't know what they were for. The ring price was $5400 and she had him approved for $4000 and put the deal through anyway without telling him his account was automatically overcharged for the remaining $1400 which is now messing with his credit. She set him up with a loan for 8 years at 24.99 interest with over $260 a month payment which is nowhere near what she had told him in the store. Dealing with her was an absolute nightmare and she has completely ruined the fun in being engaged. This woman should NOT be a manager in any way.

I spoke to Haylee again, and she said they “just found out today” that the ring was back ordered and wouldn’t be in until about 10 days after the wedding. Of course I’m disappointed, but sometimes that happens and there’s nothing you can do. I called back a week before our wedding and talked to Kaylee (again, not sure of spelling), and she talked to special orders and some other places because the ring was nowhere to be found. Turns out, Haylee never ordered our ring. How she told me that it was back ordered, I have no idea. So I’m pretty pissed at this point, because either Haylee had no idea which customer she was talking to and was just saying something to get me off the phone, or just straight up lied and didn’t care that she never ordered the ring.

Kaylee did an amazing job calling all over the place trying to get this ring delivered in time for our wedding. She’s the only reason our ring didn’t get returned. It did make it to the store in time for the wedding, but it seemed like this store was very unprofessional, and I will never return to Kay Jewelers. Not even just the store, the whole company. Considering I called special orders myself and they said they don’t take calls from customers, even though I just talked to special orders myself a few weeks back. I will pay off my husband's ring and cancel my credit card there and not go back. Needless to say, if you decide to risk it and go to the Kays in Champaign, don’t deal with Haylee. Not only will she possibly screw you order up, she won’t even apologize or even acknowledge the fact that she screwed up. I got nothing from her.

Original Review: Oct. 9, 2017

I visited the Kay Jeweler at the Palm Beach Outlets just before Father's Day to purchase a new watch for my husband. The sales associate was beyond pushy and I felt very uncomfortable. I did find a watch I thought I liked and paid cash for it. I later had second thoughts and in looking on the receipt discovered that I had been charged $90 for a protection plan I did not ask for or agree to pay for. I went back to the store the following day to return the watch. Since I had paid cash, I was told they didn't have enough in the register to refund me and after some back and forth about returning to other locations not being an option they said they would send a cheque for my refund. I gave the manager and the associate my information and mailing address. I have to date, still not received my refund and have had no luck with customer service, corporate or anyone associated with the company. BAD BAD BAD!

They set my promise date as September 12, 2017. I call on the date to make sure that it came back and was told that they had to send it back, because it wasn’t resized. They set a new promise date (two weeks later) and promised that it would be fixed. I go in on September 26, 2017 to pick it up, because they had called and said that it was ready. I go and guess what?! The diamond was STILL NOT replaced!! They lied to us!!! They had to do another claim ticket and I heard the sales rep say, “Is this a Marquise diamond? Oh wait, it’s round... never mind.” Then she starts giggling... If you can’t identify your shapes, you don’t need to be working in a jewelry store! I was almost in tears not that I was sad, but because I was infuriated with Kay and their sales representatives.

They called today (October 3, 2017) and said that it was ready. I go in and they FINALLY had my ring done. It took them 35 days to do TWO simple things. THIRTY-FIVE DAYS... If you want to have a wonderful experience looking for your engagement/wedding rings or any piece of jewelry, for that matter, do not go to Kay Jewelers!!! They are absolutely horrendous and they have terrible customer service!!! I will NEVER shop at Kay Jewelers or any company that’s owned by Sterling America. They’re so shady, they lie, and they don’t care about your jewelry or the time in which your jewelry should be fixed.

Then, they insinuate that it may be from rough handling, and dare ask what I do for a living. I reply that I am a stay at home mother, and I only wear my ring if I leave the house, and I don't even wear it in the shower or to do dishes. They informed me that if this happens FIVE OR SIX TIMES that they will review my situation and we can discuss a replacement. I am beyond livid. The quality of their jewelry as well as their customer service are beyond unacceptable. We have put a lot of hard earned money into the wallet of a horrible company that we are unfortunately stuck working with. I guess I'll be making several trips a year to have diamonds replaced (and be without my ring 2 weeks each time) until they are satisfied that the ring is faulty.

After waiting for half an hour to try to get ahold of a customer service rep, the rep told me that it was because I had put in my Fiancé's employment information (I'm a full time student) even though it asked for the HOUSEHOLD income, and so my application had been initially approved, but they looked over the application (the one that I had already been approved for) had been rejected and that they couldn't do anything unless I came into a store.

I explained that the closest store to me was over 2 hours away, but I could kindly fax any information that they needed directly to the correct department so they could confirm his income and that we lived together, and stated the fact that the reason that I ordered the ring online was because I lived so far away, and after arguing for awhile, the customer service rep said that they couldn't do anything for me. I ordered from Zales today (they approved me right away for a higher limit with better financing) so hopefully, that will work out better than Kay. I will never do business with this company again.

When he call today 8/4 they said it came back but they had to send it back out because they were not satisfied with it. He hung up with them and told me the news. I said, um, well shouldn't I be the one who has to be satisfied with it? So I called and asked why on earth they would send it back without letting me or him know number on and why are they the ones who decide if they are satisfied with it? Here it came back with a side diamond missing! I said "so not only do I have to wait longer but you're sending it back to the same person to not only fix the problem he created but who doesn't double check his quality of work?" I then asked "how it takes two weeks with this jeweler when the store three doors down can do it within a day." She tells me their jeweler deals with 12 other stores and that he does the orders as they come in.

I then say "well how long do I have to wait now because that ring doesn't belong to you or that jeweler it belongs to me and on my finger." She said "we put a rush on it he should get it tomorrow and have it back to us by Tuesday 8/8." So, I made a Facebook post and have had several close friends reply telling me their horror stories, so I quickly took to the internet and found so many, many more. This ring was not cheap either somewhere around $2800. It's one of the most beautiful rings I've ever seen and well he chose this ring for me and I can't even wear it. I know they said this jeweler is based out of WV, but I really don't trust he will do a good job. How can this company still be in business with so many, many horrible stories like mine or even worse? Why can't something be done about this company ripping people off??

So here I sit with a diamond I can't wear. The other one won't be in before 47 days, he put it on rush which it hardly ever comes in early, promise day is 7/28/17. To me that is BS, why does it take so long? It doesn't take that long for them to bill you and they want their payment, I am very very disappointed with Kay Jewelers. This is going to be the last purchase made there, there will be no more, we will be taking our business elsewhere. I am so upset I want my ring but seems it's not even going to be here before leaving for vacation so I don't have it to wear. I Feel they can do better than what they are doing.

They shipped it out and claimed it was on rush order to be fixed. Almost two weeks later, I am still waiting for news on my ring. Every time I call they are rude and they do not give me any information. What kind of company sells products before checking the product, then proceeds to belittle the customer, then continues to withhold information and does not do their job. Moral of the story, I WILL NEVER BUY ANYTHING HERE AGAIN.

Couple days passed, no calls, so I called back just to be told "It's still in the diamond room waiting for a stone, please wait full 3 months." -- And that leads me to today. I've waited for 3 months. I called back and was told there was still "no matching diamond that is of equal value to my old one" -- which I can't honestly believe for a big diamond store not to have in 3 months. Then I was told "It's not really 3-month wait, it's 93 business days" -- I think they just want me to shut up for full 5 months and keep waiting for a stone that who knows would ever come. Then I will miss the September inspection because they have the ring which will void further warranty. DO NOT BUY AT KAY'S!

Came back in two weeks and they still did not have the ring. They said THEY DIDN'T KNOW WHAT WAS GOING ON WITH IT!!! So they took the display one they had in the case and said we will give you this one, we just have to send it off to get it sized for you, it will take two more weeks. So by this point she had already gone almost four months without being able to wear her ring or even have it and for absolutely nothing because they ended up just giving us the DISPLAY one. So, in the end we got the ring but it lost much of its value to us as it was not the same ring I proposed with and never could be.

This whole time I have been making payments every single month for seven months even though we didn't even have the ring and went to pay it off this month and they said I still owe 600 more dollars when I should have only owed 200 more. I've been paying them in person in cash every month, obviously a big mistake. They said I had only made four payments total when I know for a fact I've made more than that but no way to prove it since I paid in cash. I am done with this company. It has been nothing but a nightmare. Please do not shop here!

When we asked about ordering it to store she said she needed us to pay right away and when we asked if we would be able to return to store if we didn't like it, she said "not if you order it online, only if you order it today". As soon as we said we would just order online if we decide on that set since we didn't live nearby, she walked off without saying anything and moved on to the next customer without helping us to look at any other choices so we just left.

After ordering online it took FOREVER to get the ring delivered, almost a month, even though they say "ships in 2 business days when ready". And when we finally got it, it was nothing like the picture. We did wonder why there was no image of the ring from the side view on the website, now we know why. It was very cheaply made and looks like it was thrown together with bits stuck on as afterthoughts. The wedding band in the set was so cheap I wouldn't have even paid $50 for it, never mind over a $1000.

When we returned the rings, the gentleman who served us redeemed the store and was super nice, but the first woman was also working the same day and we saw her being super rude to other customers too. Just thankful she didn't have to do our return. Terrible customer service, and the jewelry is not worth a fraction of what they are charging! Stay away from this company, every nightmare begins with Kay!

We purchased the certified engagement ring in August 2016 and by December 2016 it had been in the shop multiple times first a loose stone and less than a week later, a missing stone, and then another loose stone. During the first four months that I owned the ring, I was only able to wear it about 2.5 weeks because it was in the shop the rest of the time. We never did receive any empathy and when we asked about possible solutions, they continued to say there is nothing we can do, you are past 90 days.

In addition to issues with the engagement ring, we had them order the matching wedding band. Upon arrival, it did not match. The stones on the band were clearly much smaller than the stones along the engagement band. To make matters worse, the representatives tried to convince us that the stones were same size (probably just to get a sale) but when we asked them to measure the stones, it proved the stones were in fact significantly smaller. After multiple trips to Kay Jewelers with no acceptable solution, we ended up finding a wedding band from Helzberg (great store and wonderful customer service). We attempted to have the ring cleaned June 2017 and went into Helzberg. Upon inspection, they found a loose stone on the engagement band. We immediately went to Kay Jewelers #1851 and asked to have it cleaned.

They took the ring and inspected it under the microscope. Less than thirty seconds later she said, "It looks good, no loose stones so give me a few minutes while I clean it". We were so shocked that she did not do her job adequately and questioned her by saying "Really". She continued to stand by her decision that the ring was fine and didn't even offer to take another look at it to be sure. Finally, we told her that Helzberg discovered the loose stone and personally showed it to us -- and that this wasn't the first time in less than a year that we've had issues with ring.

Her actual response was "Well, it’s not my fault (with her hand on her hip)". There was no "I'm sorry" or "This is terrible, let me see what I can do to help". In fact, she never did apologize or express even an ounce of empathy and I walked out of the store leaving my husband to deal with the situation. They ended up finding TWO loose stones and the ring was sent off to be fixed once again. It’s a good thing we bought a silicone ring because I'm not sure I'll ever get to wear my wedding ring for more than two consecutive months.

Also, when an item comes back to the store after the work gets done, the store associates including the manager will claim that someone calls the customer to pick up the item; whereas they never call the customers. I have had this problem every time I have sent my ring for work. The store will never call me to let me know that the ring has arrived. On October 21, 2016, I have purchased one Movado and one Citizen watch from this location. Surprisingly, when the daylight saving started around March 12, 2017 the Citizen watch did not update the time automatically so I ended up calling Citizen tech support. While the tech support stated to correct the time, he notice that the power reserve level was between 1 and 2. Apparently, the time can't be fixed with low power reserve level. So, he advised me to leave the watch under bright light for 72 hours and call back once the it reaches level 4.

When I called back 72 hours later, I told the tech support that the power reserve level did not change and it is still showing between level 1 and 2. The tech support advised me that the battery was bad. Hmmm, now, how can the battery go bad when the watch was less than 5 months old. On March 26, 2017 I took the watch to this location. As always the staff member was not too happy about the work order. I tried to keep the tension at a minimal level by joking around with her. It made her laugh but she was still pissed about the work order. Finally, she completed a yellow ticket and wrote the following works needed to be done. 1. Date not change. 2. Battery range low; 3. Day wrong and 4. Buff Band; and put an estimated date of deliver, May 5, 2017. Due to my past experience with this location, on around the end of April I called the store to check on the status of the work order.

The store associate was very upset because I called before May 5, 2017. I told her that I am just checking in case if the watch came in early. She advised me that it did not. Unfortunately, I did not take the name of the person I spoke with and now I have no proof. On May 6, 2017 I called again and this time I spoke with **. She put me on hold for 5 to 6 minutes and said the watch did not come and she will ask the manager to contact the vendor on Monday (May 8, 2017) to check on the work order. On Monday, May 8, 2017, I called Kay and **, the store manager confirmed that the watch has been sitting in the store since April 21st, 2017. As always, no one bother to call but according to ** someone from the store called me to pick up the watch. When I told him that no one called me, he insisted that I was lying. I told him to find out who called and what time and he refused to do that.

And the problem continued. Apparently, the watch came back without fixing any of the issues listed in the work order. The battery reserve level was still between 1 and 2; the watch still showing the incorrect day and date; and the band was never buffed. When I asked **, "Can you please check why the vendor did not fix the issues listed in the work order." He simply refused and said since the watch has been sitting in the store drawer for over a week, the battery died and now the battery level is 2! Then he said, he will keep the watch under the light until the closing of the store, and hopefully it will charge. He promised to call me around 9 pm on the same day to let me know the status of the battery. Of course, as always he did not called me. Next morning when I called, he said the battery is now in level 2. I told him that yesterday you told me that it was in level 2 and now you are saying it is still in level 2?

He started to argue and said "No yesterday, I said it was in level 1". I knew he was going to pull a stunt like this, so I showed him proof of what he told yesterday is completely different from what he is saying today. He was upset about my proof because he was caught red-handed, he said he will not work on this watch anymore and asked me to pick up the broken watch from the store. This is when I called Kay's customer service and they advised me to contact the district manager. When I talked to the district manager and told him what is going on with this store and the store associates, district manager was surprised and said this is the first time he has heard about this type of complaint.

On May 10, 2017, the district manager took over the watch issue and started to correct the problem. Over two months later, on May 22, 2017 I got a call from the store saying the watch was ready to pick up and all work has been completed. When I went to pick up the watch, I have noticed that they still did not buff the band and when I showed that to **, the store manager, he said we can send it again. Apparently, it wasn't his problem that the vendor did not fully complete the work order. ** simply refused to contact the vendor to inquire why they keep ignoring the work order. At this stage, I just took the watch and left the store.

The next day I have noticed that the time was not working properly and the date stopped changing. Now I am really confused as to whether to take it back to this store or just throw away the watch. Kay Jewelers was never apologetic about the problem I have faced at this location. Their motto is that it is not their problem if a customer faces any issued with their products. Their job is only to sell.

I had a custom band created for a ring that did not come as part of a bridal set. The original designer, nor the salesperson never asked for my original ring to create the mold that would match the "bridal set" (although you would think this is common sense or at least something they would know as this is the business they are in). However, as you might imagine when the custom ring came back it didn't sit flush with the engagement ring, and this started a series of back and forth repair tickets, trips to the store and a level of frustration that one wouldn't believe; except those dealing with Kay.

The final straw was when I received my ring back and it had been solder together (a service I had not requested) and it still was not shaped on the engagement ring and this was supposedly after six people quality checked it. Because the custom band was not fitting against the engagement ring, there's a huge gap from the engagement ring to the custom ring except for where THEY DECIDED to solder it. I was livid, after months/weeks of back and forth this is the type of shoddy work that comes back to me after six people check it for quality.

I told this salesperson "I'm done," and "they were beyond incompetent," and it was refund or replacement at this point. Little did I know, the journey of replacement is just a frustrating as the "repair" process. I'm in awe, that a company dealing with such a sentimental time in life as engagement and weddings etc. and has so many complaints against them is still in business or allowed to operate as a company.

So I brought it to Kay in Wilkes-Barre, PA and they sent it out. Waited two weeks for it to come back in and just wore my wedding band that was a "wrap." Got my engagement ring back and 3 months later my engagement ring is tarnishing again. So I called Kay and explained what was going on and that I was upset because I haven't been married a year and I'm already going through this and though this time maybe it's something to do with the wedding band and them rubbing together. The store manager said bring it in will take a look at it. I researched out possibly getting is soldered together.

I brought it to the Kay store again and the store manager Alexis started to explain it could be the oils in my skin, what I'm eating, if I'm washing my hands or have lotion on it could possibly affect it. I then started to explain I only wear my ring out and to the office at work. I never wash my hands with my rings on I take them off, once I'm off they're off and in the jewelry box. There should be no reason for this. The store manager said I can buy a cloth to rub against the engagement ring to help it from tarnishing. I was very upset about what's been going on and will not purchase a thing from Kay so my husband bought it for me for $7.99 when it should have been free after we spent so much money.

My rings were sent out to be soldered together. I waited 2 1/2 weeks for them to come back after being married only a few months already I'm without my rings. When my ring came back it was soldered very poorly. I asked the girl "would you sell in the store to a customer looking like this?" Her reply was "we can send it back it's just going to be another 2 weeks." Uhm, no thank you I'm not waiting again so I took it and dealt with it. Tarnish was now fixed but the soldering was horrible.

Just recently in April of this year I took my rings back again because the engagement ring was tarnished again and a diamond fell out of my WEDDING BAND! Going on 11 months wearing my wedding band and a diamond falls out! So I had no choice to bring it back to the Kay store. When my husband and I arrived there was a very kind store manager McKenzie. She was a very nice young girl so I didn't want to be rude towards her.

As you can tell she understood why I was upset, agreed on how poorly the soldering was and said this is not acceptable. Her customer service was the best I had during any of my visits at Kay. She acknowledged why I was so upset and read over what she wrote on the yellow split "customer care issue" and said they recently changed third party stores due to other problems they were having, but mentioned they are close with the manager that she would call the very next day for me to explain what's going on. It's been a week this past Thursday. Just waiting for the phone call to see what kind of job is done. Last chance with Kay before I take it somewhere else.

Anyway I go ahead and purchase the item. Now she may not think that I know when you purchase the item the ski number on the receipt which yes matches the same ski number as the earring on the website that are 20% sale on it. I don't argue with her. Though I call Customer service and explain the situation to them and they reach out to her and yes she end up adjusting the price. When I went back to get the difference while she doing the transaction I'm waiting for her to apologize or something. She going to tell me the computers were lock why she wasn't able to give accurate information which is all bull from the beginning. I showed her the website and right away she stated they didn't have it. She never went and check any computers or anything.

In my opinion if you in the capital region of New York and want to visit a Kay Jewelry go to Crossgates Mall. Love the people there. Did a wonderful job when I needed to purchase my wedding ring for both me and my husband. They really work with me to get a price I was comfortable with Colonie mall. Though I won't be going back to that location. The manager Sharon can keep her apology I don't need it.

In reading online, several others have this same concern and one person had them independently tested to find that the replacement stones were not diamonds at all. I am sentimental and never thought I would do this, but I finally at the point where I am done with this and going to trade it in for another set. Enough is enough. Buyers beware, save yourselves the headache!

Well on December I was hysterical my diamond fell off the setting! I called the store, the lady answered she said, "don't worry we will replaced your diamond, just come in". I did come to the stores with all my receipt and then the lady made a phone call. After she talked to whoever she talked to, she said she can't replace my diamond, that their policy is for me to come in every 6 months for inspections? Are you kidding me. I paid $8,800 for that diamond that supposed to be the best diamond, now you telling me that my warranty are null because I didn't come in for inspection? Now I'm out of $8,800 I was devastated.

Anyway, I told her that the lady that sold me the ring never told me that I have to come in every 6 months for inspection, otherwise my warranty are null and void!!! This is a lie! If this was disclosed to me that I have to commit coming in to this stores, there is no way I will buy a diamond for this stores! Never will I agree to this stupid policy that she throw on my face! Another reason that I can't obligate myself to any kind of agreement. I'm a cancer patients, that I will have scheduled chemotherapy that I have to go to Va Beach out of town all the way to MD Anderson Cancer in Texas!!! This lying ripped off company which owned by the same Sterling!!!

I have made many attempt to get my diamond replace. This pathetic policy that I have not sign or agree with is the biggest lied that they tell their customers. A lifetime guaranteed that is not being honored by this company is the biggest misrepresentation! It's a fraud to mislead. I'm now out of $8,800 cash that I paid for the poor job of the setting! Beware for a lying salesperson! I'm at present trying to fight for my right! They have mislead and lie to their customers! At present my case still being review by the Consumers Affairs! I'm going to fight for this, for me and other people being ripped off by them misleading their customers of so called warranty for life! This is a lot of money for me to slide. That's basically they think they can get away of cheating the consumers! If I have to take this court, I will. All the way to Supreme Court!

I went to visit the store in San Antonio Texas North Star Mall. The lady there said, "Oh it will be here right after Valentine's day." I keep waiting, go back and she says, "It hasn't passed quality control." Oh and BTW it's Valentine's day and what does that have to do with my ring we ordered way before valentines day. :( DO NOT BUY FROM KAYS. I usually don't like to complain but these guys deserve it. Awful. Awful. Please do your a favor buy somewhere else. My ring is suppose to be ready 3/30/17. If it's not we will get our money back and go somewhere else. Next time I will read the reviews. Well I couldn't on this one due to it was a surprise but if this doesn't work out I will read reviews. So again don't buy from KAYS. You will be sorry!!!

Ring comes back. Not even a week the setting came out. At this point I am furious, take the ring back to the store, the assistant manager is looking crazy and states, "I will call you and let you know what we are going to do." Never heard a thing. So I took matters into my own hands and placed a call to the district manager. To date NEVER called me back. I then called the customer service and placed a complaint and a assigned care rep took on my complaint. We are now past Thanksgiving with no ring BUT they want their payment.

The customer care rep states that they will order me a new set already sized and so forth. In the meantime around January or so I get a call from the store manager to come pick my rings up. Those are loaner rings until my special order comes in. Finally the special order rings are ready for pick up on March 6, 2017. I pick the rings up. Not 24 hours the setting falls out.

At this point there is no fixing. I WANTED MY MONEY BACK! I am paying my billing every month and from the time the rings were purchased I might have had them a good week. This time around I am told that they had to be sent out from prong inspections. That is a bunch of CRAP. They have my money but I have no rings. I WILL NEVER BUY ANYTHING FROM THIS STORE AGAIN! This so called certified diamond is worth nothing.

I wasn't going to argue because it wasn't a lot of money but I spoke with another jeweler who told me the only way it could have cracked is if there was a flaw in the first repair. So I went to Kay to get my ring and was explaining to the women what had happened and I didn't feel I should have to pay because I didn't authorize them to fix it, she told me "No problem. I will just send it back and have them remove the diamond." The manager came over and I asked why I wasn't called with an estimate and she said they probably didn't feel the need as it wasn't going to cost that much, I said, "But what if I had decided to have it fixed somewhere else?" And she told me the same thing. That she would just send it back and have them remove my diamond. So disgusted with this place, they are very rude and do sloppy work. I won't be going back.

Got a call 2 weeks later saying it was done, go into the store and they only have my wedding band. Made the excuse that they needed to order another emerald, and will be done Wednesday. Wednesday I called, no one knew where it was. Thursday came and they had it - gave it to my husband to pick up, and when I finally got home to see it - my personalized engraving does not exist, and the size of the ring does not match my wedding band. Though they have remained silent, Corporate has confirmed that my ring is incorrect, and may not even by my original ring. I have yet to have them respond to figure out where my ring is, and the steps moving forward. THE ring that my husband picked out individually, proposed to me and made a commitment of forever with me is nowhere to be found and I am devastated. Cannot believe that Kay Jewelers is not taking steps to resolve this issue.

Well I started checking out how much a ring would cost and it was an amazingly lower price than what I was quoted. Anyway the next day I get a call from Kay Jewelers and the lady said I had been online checking out a ring, did I want to cancel my order, and if I did not want to cancel I should call back the next day instead of ordering online. I called back the next morning and told the lady who answered who I was and that I did not want to cancel my order, she said that ordering online is a mass produced ring and not as well made as the one that was ordered. So I said go ahead and order it.

One week later I got a call from the first lady who called me and she said that I never called to go ahead with the ordering of the ring. I told her I called the next day and told the lady on the phone to go ahead and order the ring that was picked out. She said she never got the message. She said the ring would be in around the first week of January. I called again in January and spoke to a lady named Mary, I told her what was going on and she said she would look it up for me, I waited until she came back to the phone and she said the ring was back ordered and it would be here around the 10th of January. I told her I was never contacted about a back order and she apologized to me for no one calling me to let me know.

I never got a call until the 12th of January that the ring was there. I could not get down there until the following weekend which was the 14th of January because I live 50 miles away. My husband went down that day to pick it up for me on Jan. 14, I had paid a $50.00 deposit and I owed a balance of 191.50, I gave my husband the money and he went to get it. He called me from Kay's Jewelers and said I owed more money, I said look at the slip that I gave you from them with the quoted price of $241.50 written by the salesperson. The Manager got on the phone to apologize to me that the lady that took the order didn't charge the right amount so I had to pay $75.00 more to get my ring.

I guess at Kay Jewelers it must be my fault and not their fault that they quoted me the wrong price. I told my husband to give them the extra money and just get the ring. I will never shop at Kay's again and I am going to convince my husband not to go there anymore. He spends quite a bit of money there and we can go to a jewelry store up in our town and get a real jeweler to make any ring we want and in just a few days. I was very upset and disappointed it the way this was handled and I felt that I was taken for a ride.

Picked up ring Oct 2016. By Dec ring is yellow and looks horrible. Went to return and they are refusing. Trying to explain to me what rhodium is?? I did my research. I told them and should have been told this at purchase. Spoke with customer service 800# was told ring should only be dipped 1 time between 16-18 months. After all this I tried returning and cannot. I am dealing with claims department and getting runaround. Trying to explain over and over on rhodium. I continue to tell them I was told white gold. I was told I can return and everyone is lying and not doing their job. Less than 2 months and it looks like a cheap $50 ring. I want my money and will fight to the end. Claims dept is going to speak with manager and workers?? I only dealt with manager this month and she has nothing to say... just following orders. Very tight lipped.

I asked claims woman if she really thinks anyone worker there is going to risk their job and acknowledge what they said?? This was all about them getting the money. I have seen way too many complaints on Kay Jewelers and I hope everyone follows through. This is a crooked business with nothing but deceit to get their money. I will not back down. This is my engagement! I will stand at their store with my ring and show customers what they sell and have done. I have contacted BBB and next is the news and lawyer!

The next morning I tried to return the original watch(I had the watch less than 24 hours) they accused me of scratching the watch and since the watch had been altered they could not take it back. I called customer service and they proved to be useless. She said that she would arrange for a return and call me back. Surprisingly I never heard from her again, I tried to call her several times, my husband tried to call her and she will not return any of our calls. I am very disappointed in Kay Jewelers, obviously I will never shop there again but I will spread the word through social media. Shame on you Kay!

Original Review: Dec. 21, 2016

On June 21st, 2015, I went to Kay Jewelers looking for a new setting for my 1.67 pink diamond. The Diamond was purchased at one of our locally owned stores, that has been a part of our community for over 30 years. But, because my mom had always had positive things to say about Kay, I decided to give them a try... What a HUGE mistake this was. I paid $3600.00 for the setting my diamond was going to be placed in. When I received my ring, I noticed that my diamond looked different. I just thought it was because it was in a much larger setting... A week later, one of the prongs came off of my center stone, to which I had to take it back in, and they had to send it off. It really bothered me that they don't even have an "in house" jeweler... I told them repeatedly, that I was very uncomfortable with them shipping my diamond through the mail, but they ASSURED me, that it would be fine.

So I get my ring back 2 weeks later, and it is STILL LOOSE, and my diamond still looks different. So, today, I took my ring back to the jeweler that I originally bought it from. He proceeds to tell me, that when they soldered the ring together, that it altered my color enhanced diamond. It literally blew most of the pink right out of the stone. So, we now have to send my ring to New York, to have my diamond fixed. When I called today and explained to them what had happened, they said they have a "special department" that deals with those issues. Are you kidding me? You make so many BIG mistakes that you have an actual department for that? I WILL NEVER GO THERE AGAIN. I will never recommend them to anyone, and I certainly wouldn't spend hard earned money on crappy products. BUYER BEWARE. So I now have a "case" number and should receive a call in the next 24 to 48 hours.

Buy from your local jeweler. They've been around so long for a reason. I don't know how Kay actually stays in business. I've never had anything this beautiful. So when my husband told me to go look at rings years ago, I saw this diamond. And it was stupid expensive. So when I got home, I told him that when he went to look, to just LOOK at this diamond, because I had never seen a pink diamond. I just wanted him to see how pretty it was. NEVER in a MILLION years, did I think he would place that ring on my finger 6 months later. So when I asked him WHY he spent so much, he told me it was because I deserved something really beautiful in this life. This Diamond has huge sentimental value to me. He paid for it outright. Saved every last dime he had, to buy me THIS ring. So thank you, Kay Jewelers, for screwing up my diamond.

I didn't receive the ring till a week later. I was a little baffled as I was under the impression the ring would be shipped the next day per their online deal. No biggie, as I still received it before Christmas and could mail it off to her and she would also still get it before Christmas. When I opened up the box to look at the ring, I wasn't impressed at all, the ring looked cheap. Not to mention a big old sticker wrapped around the ring band that said "Made in China". I couldn't believe that they would ship out jewelry like that and leave that sticker on. Very tacky, and not a gift I would dare give anyone with a sticker as such attached to it, especially a ring from a well known jewelry store. I decided to return the ring and took it into the Kay jewelry store in my hometown to do so. And... this is where the real problem begins.

20 minutes pass, and I'm still patiently waiting. The 2 associates are still with the same customers.

By this time, 5 other customers have come into the store. Another 15 min pass and as we're all standing around waiting to be helped, one of the customers says, "wow! It's Christmas, you would think they'd have more people working at this time (you'd think right?!?)". A little while later, another associate pops her head out from behind the back of the store and was almost going to turn around and go right back behind the store, until one of the associates on the floor tells her she needs to come out and help because they're busy. It's now my turn to be helped.

She apologizes and says she was on her lunch break. I tell her I'm doing a return, she says "I've never done an online return but I will try to figure it out". After 10 minutes she can't figure it out and calls upon the sales associate that was originally supposed to do my return in the first place. By this time, that associate is almost done with the customer she was helping when I had first walked into the store. What does she do? Ignores the associate that's helping me and needing her help with my return, and starts helping the customer that came in "after" me. Associate calls her over again, she again ignores her. Now this associate asks me if I could step on the side and wait for that associate, cause she cannot do anything for me and needs to help the other customers that have been waiting. Now I'm getting a little upset!

1 out of the 5 customers that came in after me leaves cause the wait is too long for them and says so. The associate that was helping me tells that customer to go to Zales, maybe he can find something there if he doesn't want to wait (I'm assuming they're a sister company? If not, yikes!) Associate that was supposed to help me originally still has not come over, associate that was helping me, now moves on to another customer... I'm still standing there and I was the first one in line!

I had it and finally say something! The associate that was helping me and couldn't, says "I'm sorry, I'm calling her over here to help me but she's busy with other customers right now"! I said "are you freakin kidding me?!? She's ignoring you and helping customers that came in AFTER me!" What is going on here? Assuming she's trying to ease my anger or stall time, looks at the ring I'm returning and says, "why are you returning it? It's a beautiful ring". I tell her "I don't like it, it's not what I expected" and tell her about the tacky sticker that was attached to it on top of not liking the ring. She looks at me and curtly says "if you don't know, everything is made in China!"

I'm well aware of that fact, but I surely don't expect to receive a ring with a big sticker on it saying so. I go on to say, "if it's not a big deal, then why don't you guys just leave those stickers on the rings that are displayed in your store? You know why you don't, cause it's tacky and off putting and some customers would probably not purchase a ring from your store." Finally, the associate that was supposed to originally help me, and apparently is the only one that can, or knows how to do an online return comes over to help me. Only after "everyone" in the store that came in after me has been helped and is long gone.

I voiced my anger to her immediately! I also told her, the only reason why I went from being the 1st in line to the last in line to receive assistance is because I was doing a "return" and NOT purchasing something! Had I been in there to buy something, she would've been up my behind. She then had the nerve and audacity to tell me, that I was being helped in the appropriate order and unfortunately I was the last customer who came into the store. I couldn't believe what I was hearing and lost it! I told her "you are lying and you know it! I was the first one in here besides the 2 customers that was being helped already when I walked in." She could've cared less, didn't even apologize to me for even waiting as long as I had to, nothing!

She did the return and I asked her for the store managers name and business card. She says "I'm the assistant manager". I said "first off I asked you for the "managers" info, secondly, you're an assistant manager and you treat your customers like this?" Unbelievable, just unbelievable! Never again will I buy anything from this store, and I have in the past, not anymore after this!

However, my main issue occurred on 12/17/16. I placed an order on the Kay online website for a Christmas gift for my husband. After completing the online purchase and providing my personal account for the 20% deposit that Kay requires from my personal account, shortly after, I was notified that I could not use my Kay account. Mind you, I have been paying on my account monthly for three previous purchases and had a substantial amount remaining to cover my purchase. I called the number provided to speak to customer service about this. At this time, I was informed that my account had been closed as they run a separate credit approval when you make a purchase. I do not understand what the purpose of this "separate credit check" is and would not recommend that anyone shop with this company.

She was told that it was on order then told it was never ordered then that as Christi rudely told Tasha ** that it had been ordered and received two days ago but she would not receive it per her phone call with customer service and walked away. There was no resolve. Tasha was told she could choose another ring but she would not receive the ring she reordered that Kay Jewelers destroyed. We're still here but she's refused to assist us! Why is that?

I put alcohol on my ears when I got home and wore them 12 hours a day for the next 4 days. Each day my ears got worse... red. Puffed up... and itchy. I decided I had made a mistake and would have to bring them back. I had a sneaking suspicion they were not silver. I took them back to the Kay Jewelers store and the Kay manager was very smug with me. I asked him what are these posts made of... He told me silver, nickel and I can't remember what else. I told him I was told by his salesperson they were 100% silver and I am allergic to them and I want to return them. Then he told me, "You are probably allergic to nickel." I told him, "No kidding... That's why I asked what they were made of before I bought them."

He then tried to sell me every other kind of earring in the store and I finally told him, "No, I don't trust you any more. You were not honest with me the first time so I will not buy any more jewelry here." He said, "OK, I will refund your money or I can give you a gift card." I said, "You are kidding right?? Put the money back on my Visa please." He got the point and did what I asked and stopped playing around and I will not be going back... I don t understand why they would use JUNK METALS in their settings... Do they want someone's finger to turn green?? Is profit the only thing they care about... Don't they want their customers for life?? I really don't understand...

She ran my card and said, "Oh, your account is closed." I said why and they said it hadn't been used in 2 years and if I wanted the ring just reapply for new credit. I said, "No. Please call the service department and find out what happened." She called and repeated the same thing. Nothing they could do so just reapply. I said, "No," again and left the store, feeling a little embarrassed and humiliated as other customers were right there.

I left and immediately called Kay's office and waited about 20 minutes to get a service associate. I informed the associate what just occurred and she said, "Let me look at your account." The lady goes on to inform me that I hadn't used my account in two years so it was automatically closed. I said, "I just updated all my account information in July 2016 and why wasn't I informed of this closure?" I also asked when was it closed. She informed me it was closed Oct. 20, 2016 and that if I read my agreement when I signed contract that if it wasn't used in 2 years, they could close it.

Seriously, I have had this account on my credit report for almost 10 years and all of a sudden they tell me to re-read my contract. I informed her this is a very bad way to inform a customer about their accounts. I never received an email or letter about this closure and the associate continued to say, "It was in your contract that you signed." If I wanted credit I had to reapply. End of our conversation.

Well, I reapplied and NO THANKS to KAY's I was turned down. I had a $7600.00 credit limit and was never once late and have zero negative marks on my credit report, which I constantly monitor. Well, I told my wife about my Christmas present that didn't happen today. I informed her about the situation and she said, "You know I have my $5500.00 card we can use." I said, "Let's move on and just close out all of Kay's." She agreed and we are now looking at other "NONE" Kay's corporation owned Jewelers. I also tried several times to leave feedback for Kay's on their website, and it states they have received too many so please call. In the end with no notification of account closure and the service associate on the phone basically telling me it's all my fault more or less is why this happened. Good Luck, will move along.

A few months after I had something happen where a metal fire pit lid dropped on my hand. It flew my center stone and two small diamonds out as well as breaking my ring beyond repair. I was able to find the center stone. We did not have insurance on it, or the insurance we did have did not cover a custom design. It could not be soldered. We agreed to have it completely remelted and remade and we paid for it out of pocket. It got sent in again with another bogus "promise date" which pushed it almost to the point of me not having it for engagement pictures.

So what we paid for was a brand new ring! And what we got was one that looked the same, but after my husband brought it home, we found out later was the wrong size. It felt a little tight on my finger but I wore it anyways thinking it was just swelling fingers. I was as gentle as a baby with this ring especially after what had happened. I was getting out of the shower to put it back on and noticed a halo diamond was gone. Only a couple days after me having it back. Mind you, I take it off for ALL CHORES, SLEEP, SHOWER, everything!

Back to the shop it went, where we found out it was also remade in the wrong size. Another "promise date", another crap date. Weeks from what they said and cutting it close to our wedding. About a month ago I had another halo diamond fall out. This was the last straw for me. Not only do I feel like their work is shoddy, communication awful, promise dates are false advertising, I do not feel we need to pay the rest of what WE PAID to have it remade, into a brand new ring with no issues.

It feels like a piece of junk that I am forever stuck with and stuck with the company. They offered to have it re-pronged, which may fix the stone issue (may not) and then took $200 off our account which I still feel was a misleading approach to make me satisfied but I am not. I found out about this after they called my husband to have him ok changes made to the account. This has taken many phone conversations that have been ongoing with different people in the company because their turnover is also ridiculous. In the grand scheme of things, our balance is small to them but HUGE for us and I do not feel like we got what we paid for. Also, Kay's, Jared's, and Zales are ALL affiliates. Be very weary of business here and shop small.

The woman I spoke to said if I went back to the store they would send it in for an estimate and then let me know what could be done. The person in the store never told me this. I know longer trusted Kay so I took the bracelet to a real jeweler. He looked at it and said the link had just come loose and squeezed it closed, he charged me nothing! I really am disappointed and will advise everyone to stay away from this chain of stores. I feel their salespeople are just ripping people off!

When I complained they claimed it was the lighting. BS... Well the stones they messed with fell out. I took the ring to a good independent jeweler and had the stones replaced, had the ring set correctly and paid for it out of my pocket. And I had it appraised while it was at the jewelers... Only appraised for 4700.00 KAY'S, JARED'S or whatever name you're going by at this time... GOOD BYE. I WILL NEVER PURCHASE FROM YOU AGAIN.

After the insurance company was used to make the payments, Kay's closed my account without notification, revoke my 5300.00 credit limit and has no real explanation of why. Everything on my credit report shows no negative activity or late payments. Everything was showing positive until I walked in to make a purchase. Not only was the purchase denied, they closed my account. This is going to have a negative impact on my credit report. Their insurance practices need to be investigated. Why require someone to purchase a service and once they use it their account gets closed? I have been working hard to build my credit for them to destroy it overnight.

When my husband and I entered the store the next day to address yet another issue, the manager looked at the woman next to her and said "great, it's them again" loud enough for us to hear her as we were walking in. Due to it being the second time the same exact stone had fallen out, my ring was replaced at that time and ordered in my size instead of being resized because they said that may have been what was causing the constant issues. Despite not wanting to lose my initial ring for sentimental reasons, I hoped this would be the end to the ongoing problems so I agreed. At this time my ring is currently in their possession yet again because the center stone has fallen out for the third time. When I took it to the store this time, the new manager advised me that "I just need to understand that these things happen".

Two weeks after I dropped it off for repair, the manager called me stating that it had been received back in the store. However the stone was set crooked so he was sending it back out to be corrected. Two days ago, nine weeks after it being initially sent for repair, I called to inquire because I'd heard nothing from the store. The manager answered the phone and after attempting to explain for several minutes why I was calling, he still had no clue what I was taking about. I was finally able to jog his memory at which point he began "checking the system" to see where things stood. He came back on the line a few minutes later only to tell me that a ring had been in their store for over 3 weeks. However he needed to investigate to make sure it was my ring and was the finished product. I've made several calls to customer care only to get the assurance that someone will contact me within 24-48 hours. I've left multiple messages with the district manager with no response.

In addition, I reached out to Kay on Facebook only to receive a template-response to please provide them with my contact info... Then when doing so, received an email that again, someone would contact me in 24-48 hours. Two years of repeated outreach to incompetent and uncaring customer service while trying to resolve issues with a very expensive ring that holds up like it was found in a cracker jack box. Very disappointed to say the least!

When my fiancé brought the engagement ring in to get sized he waited 2 weeks to get it back, when he went to pick up the ring he noticed that there was no rose gold on the middle halo. He brought it to the employee's attention and the employee then tried to point out something that wasn't there. At first my fiancé said ok then the guy tried to sell him matching earrings and that's when my fiancé was sure that it wasn't right. He said "isn't my ring supposed to look like this?" The employee now grabbed someone else and asked for his opinion, they even pulled it up on the website and we're going back and forth. They came to the conclusion to send it out... again. So they send it out, he waits another 2 weeks and when he gets it back and proposes. We noticed that it was not rose gold. It was yellow gold... so we bring it back to Kay and show them.

The lady that works with us this time again is trying to say "no no no it is rose gold. It's just the lighting" and then I show her the chains that are right next to us and say "this one here is yellow gold, right?" She says yes, and I say "and this one here is rose gold correct?" She says yes. Ok I said "isn't my ring supposed to look like this rose gold chain and if so why does it look like this yellow gold chain?" She now says "well if it's not rose gold enough for you we'll send it out." This is now the 3rd time my ring is being sent out to be worked on it and it is gone for another 2 weeks.

When I went to go pick it up this time they have dyed the prongs that hold the chocolate diamonds completely white gold when they were darkened to make them pop. So 3 times they took my ring and screwed it up. I wasn't about to make it a fourth. I contacted customer care and talked to a few different people, Stormy is one of them. Stormy and I talk and she agrees to send me a new ring, I asked her to order the ring in a size 6 which she refused. She said she would transfer the ring from another store after I expressed to her I didn't want Kay to touch my ring anymore. So instead of resolving the issue right here, and order it in a 6, it continues.

She transferred a new ring (not in my size) and I pick it up from the store. I go to a different store affiliated with Kay to talk to them about my issues... she told me to put a sizer on so I will be able to at least wear it, so she did that for me. I called customer care back and explained again that I didn't want Kay to work on my ring and asked why Stormy did not order the new ring in my size. Kelly the woman I spoke to today had no answer for that but she said they will not replace the ring in my size because that is not a real issue for them even though I have gone through so much. She told me that I would have to send my ring to Le Vian to get it sized which takes anywhere from 4-8 weeks.

I am extremely upset and dissatisfied with how Kay treated me after spending so much in their store and going through all that I did. I do not recommend to anyone to go to Kay and buy a ring. The people in the store are uninformative and don't really know about their products. Every person you ask will tell you something different. Oh and to add on top of all of that we lost out on that $900 of rewards money because they failed to tell us it expired in July.

Because my ring design had been discontinued, and because I'd kept up with inspections, they would allow me a credit towards a new ring. Here's the problem... rings in 2016 are MUCH more expensive. So, now in addition to losing one of my most precious possessions (with many memories tied to it), I have to fork over more money I get a lesser ring. This is WRONG! It's horrible customer service, and the warranty clearly means nothing... I'm heartbroken. We've never had trouble until this point, Kay's has always been very helpful.

Now, after researching this issue, I'm finding that I'm not alone! What kind of company can do this and get away with it? The worst part? There's nothing I can do. I'm stuck with Kay's or I lose the money we initially paid for the ring. There is no refund option six years after your initial purchase. I'd love to see them stand behind their products and offered warranty, but I'm starting to have serious doubts as to whether or not that will occur.

Kay Jewelers is not customer or experience friendly and is a BUYER BEWARE! NO slander just sharing my experience and is it not sad that they do this to customers including myself? My dream store has become so heartless. Do your full, entire homework and background check any diamond store before committing to a long life relationship with a diamond that is very expensive. I hope that someday they can become what every customer wants -- good customer service and a fantastic experience assuring you a lifelong commitment as a returned customer.

From that point on I had several problems with my engagement ring from stones falling out to the prongs that held my ring together were constantly loose after having to send out my ring multiple times for repair. Every time I got my ring back weeks later there was always an issue with my ring. They told me because my ring had been repaired multiple times they would have to replace my ring to find out my ring had been discontinued. They never offered to get me into a better enhancement ring to avoid all the constant issues I encountered.

A day before I was leaving to go out of state I get to Kay's and my diamonds were taken out of my ring and placed into a different band. I was mortified. I never gave them permission to rip my ring apart. To have to go through that stress being pregnant was not a very pleasant day or experience for me. The store manager had to replace my ring because of the disaster that happened with my original ring. How memorable is this for a woman who was given a beautiful ring.

Having to deal with so much I didn't even want the ring anymore. My fiancé made the mistake by purchasing me a necklace last Christmas to have issues with that as well. They treated me like dirt. For the last time I dropped off my necklace for repair almost 2 months ago and never got a call from the store that is was ready so my jewelry has been sitting in their store for over a month without trying to reach me.

I have had it with all Kay Jewelers locations as I have had to go to several locations to have my ring inspected because I can't trust anyone with any of my jewelry. After speaking with cooperate they have done nothing to help us or compensate us so I am forced to sell my ring and take my business elsewhere. I would never recommend anyone to go into Kay's as they will either sell your jewelry, mishandle the jewelry and their customer service is a disgrace. They don't even have someone to fix the jewelry onsite so when it's sent out you have to wait weeks to get it back and hope it will still in one piece or not damaged. To get compensation you have to spend more to get better and it's a sad shame.

Before we had purchased anything from Kay's we had asked several times what the warranty covers. We were told numerous times not only by Sara who sold us our rings but also by the store manager Ramone that the warranty would cover everything on the rings including the stones even though the stones weren't bought through Kays. Me being paranoid asked them a few more times before we decided to get our rings through Kay's if the warranty covered the stones as well as the actual rings themselves. We were guaranteed by Ramone and Sara that any normal wear and tear on the rings would also cover anything that would happen to the stones whether or not they were purchased through Kay's or not.

This is where all of our trouble begins. The day that we pick up my actual engagement ring that has a black sapphire stone in it that my husband got while deployed had a crack all the way through the stone that was not there when we dropped it off to be set in my engagement ring. Keep in mind my husband hadn't even proposed to me yet. We went back into the store to show them just to be told by Sara "There's nothing there. The stone is fine."

We took across the hall to Jared's where Kay's sends all their rings to be fixed and their jeweler without even looking through a magnifying glass or hearing about the crack in the stone, held it about foot from his face and said "You know there's a crack all the way through your stone?" We went right back to Kay's, told them what was said to us by Jared's and Sara "magically" saw the crack we were talking about. Come to find out through a Kay's employee who physically handed us the emails that Jared's had sent them about the crack in the stone and asking Kay's if they should still set the stone. They also had physically called Kay's and asked them what they should do and Kay's office manager I believe her name is Jennifer told them to go ahead and set it. We never received a phone call, email, text, or anything about the crack in the stone. They still have yet to admit they damaged my stone.

My other ring the stone fell out of the setting and I was accused of ripping it out of the setting even though the prongs weren't bent or broken. My engagement ring itself had to be sized 4 times and the soldering is still off even though I have taken it in twice to be fixed. Not even a month after we got married a prong broke. I took it in to get it fixed. I told them about the soldering not lining up they said they would fix it and they didn't. My ring fit before I had the prong fixed and I couldn't even get it past my knuckle after they fixed the prong. I took it back in and was told that they could no longer fix the soldering on my ring because "it would damage the stone" yet they just fixed a prong that physically touched the stone.

I also brought to their attention that my other stone in my other ring was loose and that I was afraid it was going to fall out. Ramone's response was "There's nothing wrong with this ring. It's fine. You should take it down to the Jewellery doctor." That jeweler said that my stone was loose, was in the wrong setting, my engagement ring was a size smaller than my wedding bands, the soldering was off, and that resizing my wedding ring would not have any effect on the stone.

I went to Ramone with this information and he stated "I told you the stone was loose and that it wasn't going anywhere." He then told me that maybe I gained too much weight which is why wedding ring won't fit anymore which is funny because I was the same weight when I took it in for the broken prong as I was when I took it back to get the soldering fixed which wasn't even a month later. Since then my loose stone that Ramone said wasn't going anywhere has once again fallen completely out of the setting once again.

My husband and I have been told so many lies by this company. It's ridiculous. We don't even bother talking to a store manager when we have issues with my rings. We go to customer care which is how we found out that they lied to us about what the warranty covers even though Sara and Ramone assured us that our stones would be covered by the warranty no matter what. DON'T WASTE YOUR MONEY OR TIME WITH KAY'S. THEY ARE A RIP OFF. THEY ARE FRAUDS AND THIEVES!!!

She did not want to hear what I had to say and continued to talk over me then hand the phone back to my husband and told him that I was not listening to her. Now my Dad whom is terminal from cancer has to go back to the store with me tomorrow to try to see what we can do because the credit card in which he used was in his name. Please tell me how this is customer focused. I would rather pay the money than make my sick father go into the mall. This is not fair by any means. DO NOT SHOP AT KAY'S. They do not care about their customers.

Instead a few days later I get a call from the jewelry store saying that they had made an error in measuring the size of the replacement gem. They then stated that they would like to offer me a lab-created stone instead of the genuine Sapphire for the same price. Of course I balked and said no that was not satisfactory. They then said that I could have the stone that I wanted but it would be another $1,000! What a joke! I had already priced Rings elsewhere and this was nowhere near what the price point should be.

I asked to speak to the manager and told her it is their mistake and a breach-of-contract. She hung up on me after I got quite agitated with her ridiculous responses. I then called back and told them to cancel the order. They said I would have to come in and present the card in order for it to be cancelled which of course is ridiculous. I then called another store and got the name of the district manager and left a message for her. Of course I am not holding my breath to receive a return call. Technically this is breach of contract in my opinion and I will never do business with them again. A half an hour later I found a higher-quality ring of the same kind available on Blue Nile and ordered it. Don't trust these people at all. Their mistake and Mismeasurement should not be my extra cost.

Needless to say I'd rather have the money than exchange for more jewelry when I already bought 3 necklaces, 1 bracelet, 2 pairs of earrings, and 1 ring - all with warranties from there this year. I by all means I'm not trying to be rude just frustrated because most stores would just do the return. It's not written in stone. It's made by human being. It's a shame because of this one incident has changed how I feel about the company.

Went back to Kay's on 08/16/2016 to buy/order a ring. She went back through the paperwork again and we picked out a ring that was doubled the $2098.00. At the same time, I had brought my ring and the other lady was doing the diamond test/inspection. Back in March 2016, I had brought my ring in for inspection and cleaning and it was noted that nothing was wrong. The lady came back and said a prong was loose and the middle diamond was chipped and that I couldn't trade it in and would need to get credit in which they begged me over 20 minutes to do or pay cash for the entire amount.

I told that lady I just brought it in a couple of months ago and it is noted on the paperwork I handed to her that NOTHING was wrong with it. After the two ladies sat in the corner whispering she came back and said what they can do is send it off to be repaired under warranty and it would take 6-8 weeks. We decided to go ahead and pay it all up front and once the ring came back we would get a refund check.

The total price for the ring I was getting was around $5300.00 and we explained to them we had brought $4500 in cash and would use the debit card for the rest. It took two of these ladies and about 30 minutes later to realize they had to use gift cards for the cash and that they could only use one gift card with $2000 a piece on it and another card at a time. We were extremely frustrated. We told them (this was 930 pm) that we would come back tomorrow with the gift card and would get the daily limit on my boyfriend's card increased so we could only use two cards.

August 17 2016: Kay's called and the original ring we saw and loved had come in. I had gone online and found two rings. They were both Neil Lane rings around $4500 a piece. Both days all they kept saying is you can add his wedding band to it and apply for credit. No one was trying to truly help us buy a ring in which we had $4500 in cash and $3500 in debit card transactions.

To make a long and frustrating story short I asked the lady to give me figures. What was the cost, how much for everything, what do we pay today etc. We got several different figures. She obviously sucks in Math and then she kept saying we were only getting $1799 for my ring but couldn't tell us why etc. We walked out. Two days, $8000 in money, 4.5 hours of waiting in Kay's and no sale and now my boyfriend has to wait 10 days to get a check for the $2000 those idiots put on a gift card in which they should have known the max amount you could place on a gift card and the fact you could only use a certain number of cards to order online before actually doing it.

My ring has been sent off which according to the news will more than likely get lost, come back as a totally different ring, or the diamond they will replace will be some sorry cheap one.This has ruined the ENTIRE experience of buying a ring and caused a lot of tension that shouldn't have been placed. The thing is, I was on several posts defending Kay's when people were complaining about their rings, now I am in their boat.

I went in. I explain my situation. The store manager told me that there was nothing wrong with the ring. She used a microscope and said there is nothing wrong with the ring. You could clearly see that the ring was not flush. The store manager argued with me. At that point I got so frustrated I left. A couple months went by and I had to go back because my ring finally broke in half and I had to get it resized. At that point when I went in to get it resized my aunt went with me and we were still there and spoke to the assistant store manager Claudia who reprimanded her employee in front of us and was helping us on and off because she was too busy reprimanding her employee.

Then I came back to pick up my ring and I noticed that the was still not flush with the side. After me not having the ring for 8 to 10 weeks corporate said nothing was wrong with it. I brought it back into the store. As soon as I stepped out and explain my situation again and the person I was speaking with store manager assistant and store manager both told me nothing was wrong with it. Corporate has approved that it was fine and there's nothing they can do. Three weeks ago the stone fell out the same stone that was not flush with the side of the ring. I went in and spoke with Jesse. The assistant store manager explain to him what was going on all the issues that I've had. He said that there wasn't a whole lot he can do other than send the ring and to have the stone reset.

I signed the order to have the reset the stone. He gave me the phone number for customer care and said that I could give them a call to see if there was any way they could get this expedited further. I called the customer care that Wednesday and spoke with a representative explain my story. She put me on hold for a short while. She told me when she got back on the phone, "With all the issues you've been having we're going to send your ring back and exchange it for a new ring."

That following Saturday my now husband and I went to the store to pick out a ring so we knew what to get when the old ring came back. When we entered the store we were greeted by Patti. She spent time with us help us pick out a ring go over some of the financial options that were available and also different ring sizes things of that nature gave us all the information on the ring. She was empathetic and provided great customer service. I've never been treated so well as when I dealt with her and Jesse.

I have been waiting for a callback to find out when the old ring would be received back from corporate. I checked in daily. Friday I called customer care to find out if they had a tracking number on the old ring it should have been back at the store it's been over a week and a half. When I called I was advised that the store has not requested the ring back. At this point with all that I've been treated with from the store and how everything has gone through I explained everything to the representative. She placed me on a hold. While on the hold the representative called the store, spoke with the store manager, explain the situation, and the store manager was declining the request of the old ring back.

When the representative got on the phone and told me what had happened at this point I did ask to speak with a manager. I was on the phone with one of the managers at customer care and she advised me that they are going to honor my deal that they're waiting to hear back from the district manager because there was new policies and procedures requiring any exchange as such the transaction we were completing to be approved by the district manager.

I have also since received a phone call from the store manager Loretta on her personal cell phone who called me let me know that everything has been taken care of and I can come down and get it exchanged that day Friday April 8th or I can wait until the following Friday when my new ring is sized and back in store and she will have it expedited. I was happy with that but then she went on to tell me to "pick up your little phone since I have contacts at corporate and tell them that this has been resolved."

I cannot believe anyone would speak to a customer that way and I cannot believe that she's still a store manager with all that she's put people through. On Yelp this store location has a two out of five rating because of the way people have been treated. I don't know what they need to do at corporate to promote Jesse and Patty for all that they've done for their customers and provide such great experience but these two in that store deserve to have a higher position than they have and the other two people who have treated us so poorly should be removed from management. I picked up the new ring on 04/16 and noticed yesterday 08/06 it was broken!!! I haven't even had it for a full 4 months and I already had it inspected once and they said everything was find.

1. They don't do any work in the shop. They send it to Jared. Why not just go there? They never had any info on my rings, they had to call over to Jared and ask. Also I never got a clear answer I trusted about where my ring was in the process. I was told one time the wax was done and would be in the store the next day. When I called 2 days after that (because I never heard from them)... I was told it was only just being started and would be another 2 weeks!

2. Customer service is not acceptable. Again, they send it to Jared. I had a wedding band custom made that matched my great grandmothers vintage engagement ring. Just white gold. No diamonds, stones. Just the leaf-like detail from the band. The quality of the work is sub par at best. I could've gone to a Nordstrom or a Charming Charlie and bought something similar for a quarter of the price. I was told it would match exactly and it does not. At all. To me it's only a resemblance.

When I went to approve the wax I mentioned that some of the detail was missing, and that is what makes it so special to me. The lady at the counter looked closely with one of the tools and assured me it was there so I trusted her. It was hard because you're looking at green wax. I approved it. She was very wrong. And now I'm stuck with a wedding band I don't like. And I am going to to go somewhere else to have it completely redone after the wedding... which leads me to my third point.

3. It takes forever. They don't know what's going on because they ship things off. What I was told would take about 6 weeks took a full 3 months. Now it's 2 weeks before my wedding, and I'm stuck with something I don't like. I went to the store within 24 hours of when any piece of the process was in and waiting for me, and that's how long it took. Having them redo the wax once did add to the time frame... but that should be included. I feel like I was intentionally mislead about the time frame.

Through all this I've heard about what a terrible reputation Kay has. For switching out diamonds, losing irreplaceable pieces, and sub par service. I will say the people that worked there were as kind as they could be. They're limited by the company. But it's not worth it. I had my reservations about Kay in the first place, and I was right. Save yourself. Go somewhere else.

I went home and found my paperwork and decided to call the customer service number to see what was going on because I also noticed two different numbers. I was told that my ring wasn't covered because I didn't bring my rings in for the 6 months inspections. This is totally a scam. A brand new car cost way more than this ring, but if something has a lifetime guarantee, they replace it with no problem. I only have 2 more payments left before paying for the ring and now I have no diamond. This is ludicrous!!! I am beyond mad. I wish I had followed my husband, because he saw a ring in another store in the same mall, but I wanted this one.

On 06/27/16, I received a call from the store manager at your Fayetteville store stating that my ring was due back to me on 06/28 but it was not able to be repaired. I asked about the promise that was made to notify me once the jeweler evaluated the ring whether or not I would need to sign a waiver. That was supposed to occur on the 06/17 per the mgr. of your store. I said that I would take it to another jeweler and I was assured that I would get a call as to whether it could be repaired by the 17th. Having not received a call, I assumed that it was being repaired only to get a call saying that it was sent out to not one, but two jewelers per the store manager. I am appalled about the lack of professionalism with the store mgr. and was not told that it would be sent to another jeweler because the first jeweler declined the repair. I should have been notified if it was sent anywhere other than the initial jeweler!

Once I picked up my ring, I took it to another jeweler who said that it could be remounted using a V-shaped prong. My only request was that if Kay Jewelers could not repair it and it was under warranty that they would allow me to take it to the jeweler that could and pick up the cost. A mere $435.00 for a ring valued at 10,000.00. The store's lack of professionalism, customer service, and incompetence was the last thing that I expected when I left my ring for repair. I am totally appalled because the store manager was disrespectful and acted as if I were not a valued customer and I felt as though I had done something wrong. In addition, when dealing with customer care, I was treated with the same disrespect! Seriously?

I went to the store in Columbia Mall, in Columbia, Missouri. The store was giving me a one time replacement on this necklace. When I got there the new girl said that I could not have it. The necklace came in May 13, 2016. The necklace was being ordered from a special order store assortment. Needless to say I was highly upset that they did not give me the necklace or the one I brought in back to me. So, I no Longer will deal with any KAY Jewelers or recommend them to anyone. I feel like I have been stole from by a big jewelry store. I still want a replacement for the necklace or my necklace back and will take it to a reputable dealer to be repaired. But I feel like all is lost. Hope to hear from you on said above matter. The necklace was bought for me for mothers day from my son and daughter-in-law, I have not worn the thing but about a month the whole time I have had it. I loved the necklace, it was such a pretty one. Thank you.

When I asked him to bring me the original ring, he saw and admitted that my ring was not the correct one. The ring on my finger was obviously smaller. They had "inadvertently" delivered the one carat version to me. Because I no longer trusted them, I kept the display ring until they could "find" my ring. I always hate to bring my ring in to leave it because I am convinced that they swapped the stone at some point. My now husband has purchased many items from Kay for me, but I have asked him to promise never to buy another thing for me from that store. The diamonds from my tennis bracelet have fallen out on two occasions. Their explanation is that I wear it with other diamond tennis bracelets. Interestingly enough, none of those diamonds have fallen out.

Problem #2 came with a citizen watch. I bought the watch on a cruise in 2006. When the battery finally gave out I took it to Kay's to be replaced. And yes I got the "we can't waterproof it without sending it out" talk. I didn't care if it was resealed for waterproofing. That battery lasted only 6 months. Had them put another one in but this time paid for the lifetime replacement of batteries. Back in almost a year later for another battery. So in 2014 I take it in again to have battery replaced and a girl takes it to the back and comes back 15 minutes later telling me she can't get the back off... to bring it back later when someone else is there.

As she gives me back my watch the entire back is scratched up. I took the watch back when someone else was there and she did get back off and put a battery in which only lasted 4 hours. So I had them put another one... same thing. My watch was no longer working. Are you kidding me? I had that watch for 8 years and never had a problem till they started doing the battery for it. I take excellent care of my jewelry. Of course they want to fix it... for a fee. No thank you.

And now to problem #3. I bought a 2 carat diamond bracelet from Kay in 2006 with the extended warranty plan. That bracelet has spent more time in the box than on my wrist... every six months there is always something wrong with it... loses diamonds, loose prongs, lost stones (one time I never took it out of the box from one inspection to the next and somehow it managed to lose a stone!) So under the plan it is always fixed for free. HOWEVER, this last time... March 2016... I was told they were damaging it out and I could pick out another bracelet or something else. The catch... that same bracelet is now worth $20,000 but I have to choose a $600 bracelet which is 1/4 carat now. But I couldn't have cash back or my bracelet back... I have to pick something else.

Can they even do this? I paid for it. It's mine. I'm very upset over this. My husband says he is getting the bracelet back and he will take it somewhere else to see about getting it fixed. So now I'm starting to wonder how much power they have with those plans. What if some day they do that to my engagement ring. I just don't know how these plans protect the consumer if at some point they choose not to honor it. Anyway... I'm starting to see a pattern with Kay jewelers in the last 3 years and I'm not liking it.

Once the diamond was mapped out, I looked at the diamond for about 8 minutes examining every inclusion which there were 8. I asked the associates about these black marks on the stone. I was told they are birthmarks in the diamond and are completely normal. Also told they never go away. On the Diamond, there were 4 on top going across the whole diamond and 5 on the bottom one looking like a wide scrape.

I was called yesterday by one the associate letting me to know come in and pick up the ring it was ready. My fiancee and I were very excited and left in the evening to pick it up. When we got there 2 associates were working, 1 female and the other the manager. Immediately they handed the ring back to my fiancee never offered to remap the Diamond. So again I had to request the diamond to be remapped. The first associate mapped the diamond and she said "here you go!" She didn't even confirm it was the same and quickly shut the magnifying machine off. She seemed very irritated with my fiancee and I. I told her I wanted to look at the diamond. I have a vivid memory of the inclusions on the last diamond. When I looked up the magnifying machine, I noticed the New Diamond had only one inclusion all of the other inclusions were somehow missing.

My first question to the female associate was that "why were inclusions mapped on the paper not showing up on the ring?" She said the diamond was steam cleaned and that is why they are missing. My 2nd question to her was "what is the black mark on this diamond?" She said is "a carbon mark which is an inclusion part of the diamond's birth." I asked "will it ever go away by cleaning?" She said "no it will be there forever." Then my 3rd question, "Where are all the other inclusions that were on the last diamond how come they went away?" She had no answer for me. Saying "uhmm I'm not sure." The whole time this conversation was going on the manager stood silent examining the new diamond with nothing at all to say.

I told the female associate and the manager that this is clearly not the same diamond as the one I purchased! They stood there silent not saying a word and just looking down. The new diamond looks slightly smaller than the original. It doesn't sparkle in the sun or in the light and has a very cloudy look to it. Everyone beware of Kay Jewelers! They run a scam operation. I saw all the reviews online but never thought it was really going to happen to me. Yet it did. Kay Jewelers since you were too greedy and couldn't wait till after 60 days to scam me, I will be taking this ring back and letting the world know just how you treat your customers and how dishonest your business is ran. Thanks for ruining my beautiful engagement ring!

Two weeks are up. Time to go get the ring. I was so excited to finally get my band! That excitement was short lived. The size 7 ring, that I requested be sized down to a 6 is actually a 5.75. Now they have this stick thing at the store that they measure the rings on right? I'm pretty positive whoever does the resizing has one of those too. Maybe something even better than what they have. Who knows. I'm guessing not, since it wasn't a size 6. You might not think that's much of a difference, but it is when your band is an enhancer is suppose to wrap around the solitaire ring. This means the enhancer rises up a bit more to fit over the engagement ring.

Due to the slight difference, I simply couldn't get both rings on and off at the same time. I had to unattach them and pull them off separately. Well guess what, in doing so the enhancer left deep scratches in my solitaire engagement ring. They said no big deal, let us send this ring back, get it sized correctly. When it comes back and they fit right, we can ship both rings off together, have them cleaned up, remove the scratches and have them soldered together. I was pretty upset about the whole thing. I'm left with a scratched up engagement ring and still no band. Here's to another two weeks of waiting.

March 11th. Six weeks from purchase date. (We had previously requested a rush order, which didn't happen.) Anyways, I go to get my ring. Yay! It's a size 6 BUT it didn't fit like a size 6. The rings together still wouldn't go on right. At this point, I no longer want that exact band. Worked on 3 times within a little over a month, the integrity of the ring has been compromised. (I even spoke with customer service online, and they agreed that at the point I should have the ring replaced.) Guess what, that ring is no longer available in my size (size 6) and was going to have to be specially made. Process takes 69 days. However, they suggested that I needed a size 6.25 in the enhancer for it to fit exactly the way it needs to be.

Unfortunately, Kays only makes them in half sizes. So once the new size 6 rings comes in, it will have to go back and be re-sized to a 6.25. I completely lost it. Cried my eyes out. Why is this so hard! Is this some sort of sign, a jinx on my marriage?? We were originally told not to worry about purchasing a band until a month prior to the wedding. I'm so thankful we didn't listen to that associate. Our wedding is July 14th, 2016.

First week of May rolls around. I get a call saying that there is a delay and the manufacture won't have the ring ready until the first or second week of June. ARE YOU KIDDING ME!!! I'm sick to my stomach at this point. They are pushing it too close to my wedding date. So Yes... I cried again. March 11th, I get a call saying my band is in. Great. I'm not even excited about it. I get there, examine the ring and sign it back over to them to get it re-sized to a 6.25. BUT, wait... I have to send my engagement band with it so they can fix the scratches, polish it up and make sure the band and engagement fit together properly.

I asked them twice before leaving that the scratches will be taken care, because I won't wear the ring damaged like that. I was reassured that it would be looking flawless when it returned. Promise Date: May 26th. Now between all this, I've called multiple times checking in on my ring because I was told my order was on rush and that it would be in sooner than the actual promises dates. Each time I've called, they would say "Ma'am when your ring arrives, we will call you."

Today, June 6th. Still no call from them. So I called them up, knowing that they would tell me the same thing or say it's delayed again or whatnot. Well, apparently my ring arrived on May 24th and that they attempted to call me but my phone number was "No longer in service." REALLY??? Not even possible, unless they accidentally dialed the wrong number. I asked them, "did you try and call the number more than once or do you only make one attempt?" They said one call is all they do.

At this point, I'm furious. As I was driving over there, I decided to postpone the soldering until after wedding. Due to their repetitive nature (Nearly 5 months of not getting anything right), I couldn't count on them having my ring back in time for my wedding. I'm not taking that chance. Any bride reading this, will completely understand. Anyways, I get there and the manager brought out my ring. She suggested the soldering and I explained my reasoning for not wanting to do it just yet. She apologized for the inconvenience of everything and promised when I do bring it back that she would have it rushed for me. Not like I haven't heard like one before.

I tried the rings on together, they finally fit! Thank God! But guess what they didn't do. They didn't get the scratches out of it. These scratches are from where the first band that was placed with it was too small and left deep scratches in it, on both sides. You can't miss them. The manager apologized again. If she would have seen that two weeks ago when it had arrived, she would have sent it back. She said she understand my worrying about not getting it back in time and that after the wedding bring it back to her and she will make sure it's taken care of.

So here I am at home with two rings I can't wear. I won't wear my engagement ring due to the extremely noticeable scratches on them. And then my band, that I'm not to wear until the day we get married. So much for the wedding photos. My rings will not be laid out and photographed. There won't be any close ups of my ring. I don't even want to show it off to my family who I will be seeing for the first time in over a year. (Because they aren't solders together, they keep popping apart exposing the damages).

So thank you Kay Jewelers, the whole wedding planning experience that I'm suppose to enjoy and get excited about has been a complete nightmare. After so many failed attempts to get my ring the way it suppose to be, I have been left feeling like this is a sign I shouldn't get married. You have made me feel like my marriage has been jinxed. So thank you, thanks for ruining my once in a lifetime experience.

I would like to note that as far as sales associates go, everyone was kind and willing to help. Unfortunately, their help only extends so far. Yes, someone made an error when attempting to call me. They also could have pushed a little on actually having my order rushed, but as far as the sizing, losing a stone, and failure to fix the scratches, that's not on them. That's on the corporation or department in charge of making sure that their customers are taken care of.

Your customers should be 100% satisfied when they leave your stores to insure future business with that individual. Unfortunately, the only business you will receive from me will be me and my fiance reluctantly paying off the two rings. That in all honestly, after 5 months of running back and forth and being mentally tortured during my wedding planning, we shouldn't owe Kay Jewelers a single dime.

Kay's stated that they would replace my ring but they could not give me the exact style due to they don't carry it any more. The also replaced the diamond with a smaller one. I should of fought and gotten a lawyer!!! Due to be newly weds I just wanted this nightmare to be over. I still can't look at my beautiful wedding pictures, I see the ring a breaking out crying. Kay's destroyed my wedding!!

I came to this site because I heard on the radio that people were complaining that Kay was replacing their stones with less expensive ones when they are supposed to be doing something else. And I get here and see that a lot of people are saying the same thing. I am so glad I didn't give them my ring. That would have been a disaster. But the earrings I bought broke after I wore them one time. The stick came out of the ball. I wonder what will happen when I try to return them. I will let you know.

We went into the store twice, having been told the special order ring would be 3 weeks. Neither time we went in (middle and end of May), were the rings available, nor did anyone really have any information on my ring. We were also told that my fiance's ring could NOT be ordered, per a note in the computer, because they did not offer that size. This was never relayed to us. We never received a call at any point telling us this. At this point, there was no reason to go ahead with my ring order, since my ring was to match his. At this point, there was still no answer as to where my ring was, and if it had even been made yet. (This is almost 5 weeks after we ordered it).

We left the store, being told the manager would contact us the next day. I was then called and told different stories about stone issues, and how they couldn't cut this stone, and offered to use a much less expensive stone, for the same price, and then I was also told the manufacture did carry my fiance's ring size...this after being told they did not carry it. So the associate was then told to find out exactly where we stood with ordering my fiance's ring, and in the meantime my ring was on hold, awaiting news of whether his ring was available or not. This was 4 days ago, and today is the deadline day given to them by my fiance and I for answers, and we still have no clue where we stand with his ring, and I have cancelled my ring because it hasn't even been started, and quite frankly, I have no faith in them and I have no faith that the ring will be here in time for our wedding, which is in 3 weeks.

There is much more detail to this story, this is, of course, a condensed version. I am not happy with this particular store. I have no problem purchasing from Kay Jewelers again, but I will NEVER visit that store again. There are 3 associates, 2 being managers, and one possibly an asst manager, that are absolutely incompetent. All I wanted was answers and communication and there was a huge lack of communication on their part. We still have to get the money refunded to our credit card and I pray that won't be as difficult.

Now, looking hindsight, he never had access to the ring, however Kay's did a lot of times. I had even mentioned my center stone looking odd after having the band soldered onto my ring. However, with zero proof I can not do anything about the over $10K loss on my ring. I will however NOT trust them with my jewelry ever again, especially after seeing so many similar complaints.

We took it back to the store today and the associate tried to convince us that, because the ring was 21 years old, all that was just worn down from all the wear and tear over the years. Uhhh... NO! My husband works a desk job, first of all, so no unusual wear and tear going on. Plus, MY ring is also 21 years old and I haven't taken it off for longer than about 6 months during each pregnancy, and MY ring barely looks worn down. They ruined his ring to the point where they don't even match at all except for the 5 diamonds down the middle. Honest to God. Who in the hell gave them the right to completely alter someone's jewelry like that when the only thing they were SUPPOSED to do is resize the damn thing???

The associate never once apologized for it. He was so damn condescending that it made me incredibly angry. Absolutely HORRIBLE!! He's sending it back to "get it fixed again" because, you know, they did such an upstanding job the first time when all they were authorized to do was resize it and well, they're experts and will definitely be able to match his ring to mine perfectly like they were when he dropped it off. They will never get it right. I was planning on getting my own rings resized, but I will NEVER trust this company again to do anything with my jewelry!

My next step is to go the manufacturer, since no one will replace the watch or at least give me some type of refund. A good watch should last for much longer than this has one. The product was a gift and the recipient has not been able to enjoy the gift as he should have been able to. It is really shameful that you will not stand behind the products you sell.

I was surprised and pleased with how quickly they responded and resolved the issue. The district manager also said they would make the stores aware of my circumstances and allow their store managers more flexibility in how to charge for minor work like this. I will color this one RESOLVED. Thank you ConsumerAffairs.

Original Review: May 15, 2016

I visited Kay Jewelers today to have four charms removed from a charm bracelet. It required that the associate snip off a small ring connecting the charm to the bracelet. It took her no more than three minutes start to finish. For a task so simple, I frankly expected I wouldn't even be charged, but realized there probably would be some charge for it. The associate did not tell me the cost of this simple removal of charms. When she finished and we asked what we owed, I thought she said $15. I thought that was a bit much for just snipping off four small rings, but didn't complain about it. She then said no, it was FIFTY DOLLARS!

I was floored! For about three minutes work? I complained to the manager (Teri **) and was told that was "corporate pricing" (or policy, or something similar) and she said she couldn't do anything about it. Upon me further expressing my displeasure, she punched on the computer for a few moments and reduced it to $40 (tax extra) but said that's all she could do. After receiving my receipt, and when I got home, I noticed the receipt was not even for the work done on the bracelet, but it was for "spring rings" and was made out to someone I don't know (Aaron **). I returned to the store and had her issue me a receipt in the right name. She did so, but it did not have an ID code for a survey Kay Jewelers was soliciting.

I am just plain angry over this and feel Kay Jewelers has taken advantage of me and totally ripped me off. If you people understand the concept of goodwill, this $40 is going to be very expensive for you in the goodwill department. I will be sure and tell everyone I know how Kay Jewelers takes advantage of people with minor repairs and charges an outrageous amount. I was not told of the extremely high cost for such a simple job, and once it was done I was stuck and couldn't undo it.

Now I understand warranties don't always cover everything, but it hasn't even been a full two days since she's worn it and the reason the pendant is lost is because your chain broke! The chain probably isn't even worth what I paid for the pendant, which is probably why your warranty only covers the broken chain. So I will not ever buy from your company again and will buy from another company from now on.

I decided to call Kay Jewelers and I had the most friendliest, smiling assoc. ever! She was so glad that she helped in me fix my ball of mess. It took her about 45 min and she went ABOVE AND BEYOND for me - separating each piece into zip lock bags. I asked how much I needed to pay and she said nothing. I was in complete SHOCK. She made my night with her humbleness and the way she spoke to me was so professional and I can't explain in words how grateful Denise ** was to me. I had the best customer service EVER with Denise. When you go to Kay Jewelers in Plymouth, please ask for Denise! She is the bomb!! Thank you so much!!

A week later went in to get my ring. It didn't even fit my pinky. They completely messed up somewhere along the way, but the best part is they said I had given them the wrong size??? Or maybe I was premenstrual and bloated??? I kid you not! So ring was left there to get sized. I got it back completely buckled and still too tight where it cut my finger and made the sides bleed.

Asked for refund. They wouldn't give one saying we were out of the time restriction. Meanwhile the reason we were out of the time restriction was because they had the ring so long sizing up and down and up and down. The best they could do, after a big fight, tons of calls and emails and tears, was fit the original diamond into a new setting. I didn't want these gangsters messing around with the diamond so I just got a replacement setting, which is still too small! It is sitting in my dresser drawer. I never look at it because it upsets me too much.

I got the diamond set into a new setting in an amazing jeweler in the diamond district. I wish we could have got a different diamond too because the original also reminds me a little of the heartache surrounding that time but as they wouldn't refund us we couldn't afford it. I don't know how they get away with it. I wish my husband had checked Yelp or Facebook first. Would've saved a lot of trouble!

New promise date of May 31st. I can't believe the headache of dealing with this I have endured. I can't believe the service I have received/not received. My fiance even had a credit with the store for our wedding bands when he bought this ring and I made him get it back as I will never do business with a Kay or Jared or other again!!! I am so disappointed in the service I have received. And the original ring I was proposed to with is just gone... I have to have a whole new one made? Where is the sentimentality in that? This is an absolute DISGRACE and you all should be ashamed and embarrassed! Engaged with no ring.

We went to pick them up and we were in for a surprise when we arrived to be told that her engagement ring had come in, and was sent right back out to the shop because they sent it back with a loose stone. We had to wait another week and a half for the second phone call. Finally, her rings came in, about 40 days after she was given the ring. She was so excited. We got home. She put it on and was admiring her ring for a couple of days, until we discovered how terrible her rings looked. There were flat parts to her ring, some sharp edges, and none of them had come out okay from the resizing. Kay's shop had her rings in their possession for about 40 days, and the best they could come up with was some sort of a misshapen circle. I then contacted Kay's customer service to tell them how disappointed we were for her rings to have taken so long, and to have them come out looking that bad.

All I got from my initial contact with their "customer service" was "I'm sorry. Thanks for contacting Kay Jewelers." I had to email back, using more forceful language for a manager to take notice and actually help us out. She placed a special order for her rings to come directly from the manufacturer in her size. So, we waited again. This time for about 45-50 days. Finally, we received a phone call telling us her rings had come in from the factory, so I called to let them know we'd be by to pick up her engagement ring and wedding band set. This time, I was told that only her wedding bands had come in, not the engagement ring. 90 days since I proposed, and she still didn't have an acceptable ring in her possession.

A few days later, her ring came in, so we went to pick up her whole set, only to be told by the employee that we would have to come back another day when her manager was in because she couldn't run the even exchange through the computer system. I had emailed customer service again, this time to explain how ridiculous this whole waiting game, and being given a runaround was, all for some jewelry. The next day we went back, and the manager was there. We were able to get her rings, now almost 100 days after she'd been given her engagement ring.

Just today I received a response from their customer service in response to my email 3 days ago, "Thank you for visiting the Kay website. I appreciate the opportunity to assist you. I am very sorry the store experienced issues exchanging the rings and for the inconvenience this caused to you and Kristin. I do see that the exchange has been processed and you now have the rings. I apologize for any inconvenience this has caused you; please respond to this email with any additional questions or concerns."

Once more given a simple, "I'm sorry. Thanks for contacting us," and that's it. Yes we were able to exchange the ring, but it doesn't excuse them for the hassle and extreme wait it took for them to produce decent merchandise. I want some kind of financial restitution for all the stress we've gone through just to get an engagement set that looks like it's worth the $3,000 we paid for it. We purchased her another ring in the Caribbean, and within the span of 2 hours, we had purchased the ring, they had resized it, and it looked much better than Kay Jewelers was able to do in about a month and a half. This has been the worst experience with a jewelry store and we will never purchase another thing from Kay Jewelers. I just hope others take a lesson from our pain and take their business elsewhere.

I take it back to Kay's and was told, "I'm not saying it was something we've done..." and I explained how it wasn't anything I did. 10 days later, I pick up my ring. As I look at it, I noticed how the stone was ground down and a white hint to the stone. I asked why my stone looks like it has glue on it. The salesperson picked at it with her nail and said, "I don't see anything wrong." When talking to my co-workers, they told me their horror stories about Kay. I never had problems with them before but now... I will NEVER buy anything from them EVER!!! I'm going to take my ring to another jeweler and see what they say, get a written statement if possible and take it back to Kay's to get it fixed properly. Hahaha... Like they actually know how to do that!!! Stay tuned because I will report back...

Now, out of nowhere, they are saying the gold is extremely thin and cannot be repaired without adding gold, which isn't covered and it will be over $360 to fix when it was the jeweler themselves who botched the ring and I have a protection plan. I was told when I bought the ring, even if it went through the garbage disposal, it would be repaired without fee. And what is worse, the customer service person insulted Randy, refused to do anything for our trouble, and refused to let us talk to management. My ring is white gold, one of the most durable metals and it was not thin at all when I gave them to them, only extremely offset. I will never buy another ring from Kay Jeweler. They do not stand by their guarantees.