Kay Jewelers Reviews

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.

I explained how unhappy I was with their service and that Valentine's Day should never have made any difference seeing that the bracelet was already at the return company to be repaired way before. Then the associate assistant manager assured me when the bracelet returned back to the store, he would give me the repair cost at cost. He explained that the manager put him in charge of the account and he was able to do this. Finally on March 2nd I go to the store and receive my bracelet. And after all my time and trouble they take off $57 off my repair cost! I once again said how unhappy I was. You promised me the repair cost and you're taking $57 off my bill out of 450 that is not reasonable. And after this I will never do business with Kay again.

Around January 2016, I noticed that the ring with the replaced prongs was cutting and scratching my finger, not to mention both rings were still too big. In Nebraska we had some heavy snow so as soon as it was safer to drive I went to Kay Jewelers to have my rings serviced under the WARRANTY (3 months remaining on warranty). The customer representative at the counter displayed behavior that I was not expecting. She was doing her best trying to discourage me and get me to walk away without me getting my ring serviced. She kept saying, "It's a Marquise. The prongs are supposed to be high." I said, "Is it supposed to scratch and cut my finger?" She stated, "No," but continued to try and discourage me from getting my ring serviced even behaving as though I was wasting her time and irritated her.

Then the manager came back from her break and the representative began to tell her what I wanted speaking as if I was not even there. She claimed she was not being condescending, that she just stated store policy. Obviously, Kay Jewelers instructs their employees to discourage customers from using warranties. Then the manager states, "Are you even sure you got your rings serviced here?" insulting my intelligence. This irritated me even more. The same time she was stating this the account came up showing that my rings were serviced by them in November as I had already told them at least 5 times.

At this point I am now upset at the service I am receiving and ready to explode. They realize that I am not leaving without getting my ring serviced as the warranty stated was a part of the service. She passes my information to another representative to write and then slams paper on the counter and says, "Sign and leave my store." The point of my review is: Consumer beware of WARRANTIES offered by Kay Jewelers. If you buy from them or get any repairs done have a manager sign your receipt assuring you the WARRANTY will be honored without hassle and keep your receipt until the warranty time has expired. I will never purchase or use their services again.

I then got on the website, got a contact email, and wrote complaining about the situation. 5 days later, I finally get a call telling me to come in that they have enough cash. There was no apology. Matter of fact they acted like it was my fault. WOW. Who would have thought that paying cash would be such a problem? And who would have thought a national jewelry chain would not carry enough cash to refund something for $270. Won't be doing business with them ever again. Good luck if you do!

He called me back at 8:26 PM and stated that there's a 60 day return policy and that they would not give us our money back. I advised that we were sold products under false pretenses and I cannot wear the rings they sold us due to my allergy. I've spoken with numerous people at their corporate office, even though I was still very unhappy with the situation I picked a different bridal set to exchange my rings for however I was advised it wouldn't be in for 3 months. I then went back into the Citrus Park Mall store and picked out a 2nd ring. I had been very forthcoming and upfront that I would not be paying extra money for a ring as this was Kay Jewelers' mistake and my husband and I just paid for our wedding. When I picked out the 2nd ring I inquired if this was still okay price wise for the exchange.

The manager, Nick, advised he wanted to make this situation right and assured me that he would work everything out even if he needed to contact his district manager. The 2nd ring I picked was shipped down from Pennsylvania and when I went to see the ring I was asked how I planned to pay for the $1800 price difference. I stated that I was never advised there was an $1800 price difference and explained when you deal with other people's money, you discuss money first. I explained I was never told there was a price difference and inquired why I wasn't provided with that information. The manager told me he probably could have handled the situation differently but he was learning as he went because he was new. I stated I wouldn't be paying for the ring and left the store.

I contacted corporate again and have spoken to numerous different people. The manager, Nick, from the Citrus Park Mall store advised corporate that I had an understanding of the price difference and agreed to it, which is the now 2nd lie that has been told by employees at this store. I began dealing with a supervisor at corporate and picked out a 3rd ring. I have had the ring less than 2 weeks and a diamond has already fallen out. This ring was special ordered to be made for me and I've already experienced an issue. Throughout this entire process I've spent every Saturday in December 2015 physically going into the store and calling on 7 different occasions because I have been promised numerous times that I would be contacted or updated on what the situation is.

It took 2 months for a solution to be made after speaking with over 10 different people. I didn't feel at any point that my situation was important and I was made out to look like a liar. I didn't appreciate a manager trying to upsell me into a new ring just to make a commission, when I was clearly upset about the situation. I'm very displeased with the customer service we have received as well as the lack of product knowledge and professionalism the employees have. I am not happy with having a new ring from Kay Jewelers. The only thing that will make me happy is to get a refund of the money my husband and I worked hard for.

I will never purchase another piece of jewelry from this store or any other Sterling Jeweler affiliated company. I got married in September 2015 and only wore a ring for 2 months before I wasn't able to wear one. All the memories, meanings and photos of the rings my husband proposed to me with are gone, because I don't even have those rings anymore. I look at the ones I've exchanged for and think of all the arguing I had to do and disrespect I received from Kay Jewelers. The only way for this situation to be made right is for my husband and I to receive a refund.

Well I went back the next day to finally get some answers and they were rude and didn't care how I felt. Then the actual manager told me that when they sent it off to get it sized the people broke it and it was going to take 82 days until I got it back. Today is the 82nd day. I called and after I have been on hold forever they finally tell me that they sent it off today to get sized and it will be here in the next couple of weeks. I will NEVER shop at Kay Jewelers again.

Dennis in the Corporate office is telling my husband "Oh I have a receipt signed stating you picked up the watch." My husband is asking him to please show me this receipt with my signature, of course Donald states "I can't that's private." How can this be privacy when I am the customer whom the receipt is about. This doesn't make any sense at all. Then my husband asked Dennis "okay then I can go into the store to take a look," no again. Now the ONLY PROBLEM I HAVE IS THIS. We have been very happy with the service never any complaint... UNTIL this. We have had our jewelry service before for many years. We are paying for this special warranty for the purpose of, we have spent $$$Thousands of dollars. Most of all I am sure they looked up our past history. We are not asking for something FREE. I just want my watch. It is very supplemental to me, the purpose my husband purchased the watch for me.

We have great credit with Kay. I am not very happy. Very disappointed with both the store and the Corporate Office as well. We are still in the process of trying to get some closure on this matter. Please everyone be careful. I will be uploading my receipts also. You will see only the ticket when we dropped off the watch, and the ticket when we paid for the battery to be replaced. When you pick up any of your merchandise you have to sign a ticket also. We are asking for that ticket, but no one can show us this ticket per Dennis from Corporate, they can't find that one. Does this make any sense at all.

When I went to pick up the ring after being "repaired", I noticed that the 4 prongs that were supposed to hold the stone in were sticking straight up about 1/8 inch! It couldn't have been holding the stone securely and would have caught on my clothing so I had to have them send it back to fix it. After waiting a few weeks, they finally called and said it was ready. The prongs were fine but I noticed two of the small diamonds that surround the amethyst were a different color than the rest! Again I had to send it back for repair.

After waiting 3 more weeks, I called to see where my ring is. They told me that they got it back but the diamonds were loose and they were going to send it to a different repair shop! What kind of repair shop are they using?! Every time I get my ring back "repaired", they've done something else to damage the ring! We will never purchase jewelry from Kay Jeweler EVER again. The associates who work in the store were very nice and apologetic but this not excuse for the incompetent "repair" shop that they use. This is unacceptable!

I then called a supervisor being that I will never be able to take that back and she was sooo rude she went on to say that it wasn't her problem and I'm out of the cares of her department. Their "department" just ruined my proposal and I can never forget that! She said that there's nothing she can do and maybe I should go into the store, and the whole time she was laughing as if this whole thing was a joke! And the worse part is that my boyfriend doesn't even know that I know and now I have to pretend to be surprised when he proposes. I will never in my life buy another thing from Kay just because of how rude, ignorant, selfish, and disrespectful the people there were. So pathetic!

She asked if I wanted a chain and I said no. She did inform me that if I did not order the chain today that the nameplate would come in without it then it would take up to two weeks for them to sent it out. So I said ok. We picked one out and then today 1/12/16 I get a call from Kay Jewelers to say the name plate was in but the necklace order did not go through. For some reason Heather did not put it in. No remorse. No I'm sorry. Just a "hey it was not ordered" and that's it. And I can't get a refund because it was a custom order.

The store lead told me it appears they soldered it together and that is why they no longer like individual diamonds (mind you they were not supposed to touch the halo this time because that diamond had already been replaced). She also told me that all they would do is put a silver filler around the rhodium. Ummm no. How about you center it back so it fits in there and doesn't look like it is uncentered. Additionally, do not use a silver filler in my white gold ring! She called the repair place and they said all she could do is send it back for them to look at it. I got it two days late from sizing. Then 6 days late on the first prong send off and a week and a half late from the second prong send off. I got it 5 days late on the missing diamond. I got it a week late on the missing and gapped rhodium in which they messed up my halo. Still waiting from the gapped rhodium and unrecognizable diamonds on the halo.

I have been in contact with their corporate customer care team for 11 days. 8 of those days they were unresponsive. The agent emailed once to find out the location of purchase and of all service work. The next email came after I complained about the lack of response from the agent and told them I was going to complain to the Better Business Bureau and blast them on social media. He responded with the date my ring should be back and correct. He advised that after I picked it up, to contact him and he would be happy to compensate me for my inconveniences. I sent him a follow up email 4 days ago from the store very upset because the ring is still not correct but in fact more damaged according to his store associate. I have yet to get an email back. The warranty we paid for is a waste of money since they cannot correctly make repairs but cause more damage.

They have had this ring longer than I have gotten to wear it since the day it was purchased! The store associates and corporate customer care have zero concern for customers and no remorse for anything that happens. Never again will I purchase anything from a Kay including the ring guard/wrap band to go with this ring.

This is a nightmare. When I complained I was told, "You can't just return things and expect to get your money back." Um Yes you can and I do it every year after Christmas and without receipts at that. Then I was told, "It's against the law to refund money to someone other than the buyer." Are you kidding me? NEVER AGAIN!

I get home put the earrings in my ears and they kept coming undone. So I packed them back up go to the Kay at Fair Oaks Mall in Fairfax. This was 11-30. The store was very hot. I asked the Lady about a emerald ring for a teenager and said I did not want to spend more than $200. She informs me that I need to go to Claire's and get a cheap ring. I traded the earrings for a pair that I was going to give to my daughter for Christmas. They did not look good on her so Today, Jan 3 I go to the Kay's in Manassas Va. I also had a two hundred dollar store coupon so I thought I could exchange the earrings pay more get the $200 off. Oh no, I only could get the cost after the value of the earrings I was retiring $235. So the clerk tells me the best way to do this was to return the earrings and then rebuy the new earrings (which I would have been spending more money another $200,) and then buy the new ones and use the coupon.

Oh no, I could not return them in that store. I had to go back to the Fair Oaks store. Really, Fair Oaks took the ones from the Sterling store but not this store. So, I left that Kay store to say I will NOT ever go back to a Kay's jewelers. I feel like the class of sales clerk is lacking the customer service sure is not that of Jared's. I was really hoping that the last store would be one that would be helpful. All three of the stores told me to look at their sale catalog for something that was in my price range. Now I know why my husband always bought jewelry in Hong Kong and not US. (The little girl who tried to help me today was nice but did not understand returns either.) Her boss said I needed to go back to Fair oaks, I don't live close to there.

Three months later the skull fell off of the ring and was lost. I carried what was left of the ring back to Kay jewelers. The ring had been discontinued, Kay would not refund my money but said I could pick something out of the same value. Being that the store is overpriced, I couldn't find anything of the same value. The sales clerk said I could come back anytime I was ready and had more money to out with something else.

Six months later (today), I walked into Kay jewelers, picked out a skull bracelet of lesser value (sales clerk directed). The bracelet wasn't a stock item so I had to pay another $50 deposit. When we walked to to the counter, the sales clerk asked her supervisor for assistance on ringing up the item. The supervisor (same lady who told me earlier to take my time), suddenly stated that my three month grace period had expired. I went irate. Be aware shopping at Kay jewelers, Ashley Park Newnan Georgia. The manager is a crook.

The saleslady takes the jewelry to the manager. They converse. The manager does not bother to inspect the diamonds at all! Then the saleslady comes back and says, "We can give you $100 towards your next purchase." I think the absolute shock on my face must have been apparent because the lady (bless her elderly soul) was absolutely adamant not to take my jewelry to a pawn shop because I would get even less in return. (Actually, I doubt that; but who knows?)

Other information, I applied for a Kay card online prior to going into the store. Corporate responded with, "Congrats! You have been approved for a $500 credit limit with 20% down." With very little to work with, and the humiliation with my jewelry that I brought to the store... what can one do? I marched downstairs, with spouse in tow, applied for a credit line. $10,000. Did we purchase a $10,000 ring. Lord no! We spent $1400.00 with life-time warranty and ring sizing and I was able to keep my other jewelry and self respect.

We had it sent away and it was given back all shiny and new. 1 week later, I looked down, not only were the diamonds missing, the entire head my ring that stood maybe 2 inches high is now gone flat. All diamonds on side of wiring are also gone. I am going tonight 2 days before Christmas and see what happens. I do not have a picture of the ring. I did not purchase the ring there. HOW DOES THIS HAPPEN? HOW DOES THE ENTIRE HEAD FALL OFF? HOW WILL I EVER REPLACE THIS RING?

I'm not a conspiracy theorist, but in this case, I would pick the latter. When I arrived at Kay and questioned the color of the stones, a sales rep looked at a computer screen for 3 minutes and told me, "yeah, they're the right stones." When I questioned it a second time, he took the ring to the store manager and it was verified they were not correct. So, this bonehead tried to pull a fast one on me. Then I noticed that the band was wrong and the stone shapes and sizes were off.

The store manager acted like, "Oh, well". This happened on Dec 18 and I realized my wife may very well not get her Christmas gift in time. His solution was to have me take the ring and give it to my wife for Christmas so she could wear a ring that displayed the birthstones of children that weren't ours, until they ordered a new ring. I told him to take a flying fig, because I wasn't going to be responsible for losing or damaging a ring that I didn't order.

My original order had to be cancelled and refunded, then I had to order there, online, all over again! I'll bet dollars to doughnuts, when I go to pick this ring up that something else is wrong. These people are Neanderthals. They're Kayve men. This may very well be the last purchase I ever make from these Nematodes. The best revenge I can think of is to buy them a Kay jewelry piece for a Christmas gift and see how they like it! Shipped to Kay, Boulevard Mall, Buffalo, NY.

That was not the only thing. We bought the ring on a payment plan and paid it all off. Only the last payment for some reason did not go through and we did not realize and we're charged $145. We called customer service who were really a waste of time. My husband called to make the payment which was the last payment and requested to waive the late fee. Almost all companies take care of late payments if it is the first time. That is the least a good customer expects but the kind of attitude we got from this company was really ridiculous. Will never deal with them in future and will tell all my friends about this experience.

I am completely dissatisfied with the way Kay have chose to handle this issue. The only solution Kay gave me was to return the rings and they'll wipe off the balance. Are you serious? If this is how Kay does business I would never do business with them again. You're telling me to turn in my rings which one of them (it was $100) should already belong to me but you're telling me that out of the $650 I've given you it hasn't went towards my actual purchases.

The next day I arrived at the store only to have the clerk and the manager give me two different stories about why it was a single tone. One attendant (the manager) said the yellow gold was "scraped off" during the re-sizing process and the other said it was "rhodium plated over" and this "happens all the time". (I do know a bit about jewelry seeing as though my mother used to hand make pieces from precious metals and precious stones. "Malarkey" is what she would have called it.)

I was totally dissatisfied in their answers (which they were personally told) and their only resolution to this problem which was to send it back and have a "plating taken off" and it will be back in ten days (two working weeks). Needless to say we cancelled the order entirely, my partner having to drive from Middlebury to Rutland to cancel the order. I guess that is what their local business supports: poor customer treatment, false information, no customer support, screwy answers, etc. They were reported to Corporate Offices. Must be they think they have enough customers locally to support their behavior. I well know word gets out.