Kay Jewelers Reviews

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.

I received a letter saying the credit dept. closed my account permanently! I was furious I immediately called the credit dept. And spoke to a supervisor to find out why the heck would you close my account when you see I have been in contact with Assurian to help me out during my hardship and they made payment arrangements to lower my payments for now??

So it's evident that your credit dept does not communicate with customer service? Bottom line is the supervisor said that's the final decision because I did not make a payment for 2 months. But meanwhile I called them immediately and was directed to fill out the papers for Assurian. This is not how you do business! Especially when there's financial hardship, work out a payment arrangement with them, never mentioned my account was closed! I'm disgusted and want everyone to know this is how they treat their customers who pay and are never late!

My husband decided he would buy the set and we would reach out to customer service and file a complaint. Well that was a waste of time, their customer service doesn't care about the customer. Every email I have receive from them was I was wrong to think the price tag that was plain as day on the display would be for both pieces. They even informed me that I have 60 days to return the merchandise if I didn't want pay the full price (which was already paid in full). I will be contacting the Corporate office and filing a complaint. Kay's has lost a customer of 40 years because of their "I don't care about the consumer only their profits".

Then a few days later I came back with my inspection card to hand my ring in to get fixed. This time I had a different employee. She was nice but I could tell she was new because she kept asking her other coworkers questions. One of the employees she asked was also the same girl that was rude to me the first time I came in. She was now being rude to the new girl, not seeming to want to give her any bit of help with her questions. This made me feel uncomfortable again. I did get to hand in my ring to get fixed. Upon picking up my ring, I was assisted by a different employee. She gave me back my ring but when I asked questions about my warranty she too seemed to become annoyed with my questions. Next time my husband buys me jewelry I hope he says "he went to Jared". Even though I only was assisted by three employees, two of them made me never to want to do business with Kay again and it's all because of their attitude.

Humiliated to say the least. I asked why and the other lady in the store informed me it was because of a delinquent account on my credit (not a credit card) an account that I PURPOSELY let go to collections because of a legal issue. Nonetheless... Not to inform your customer until AFTER you close their account?!? And to close my account over one delinquent account. Also, when I opened the account, I had THREE, YES THREE delinquent accounts in collections from when I was a teenager. So how the hell do you close my account over one account that is a legal issue that I'm going to court for but yet you open my account when I have THREE delinquent accounts in my name.

Makes no sense at all! I was fully prepared to spend quite a bit of money there today but I guess I'll be taking my business elsewhere moving forward. THANKS KAY! Good job at making customer service a priority. I will never purchase a thing from you as long as I live. Not that you really care. Oh and btw... Make sure when you open a credit card with them, you read the fine print where it says they're allowed to run your credit score without your permission. I would give you a negative 100 if it allowed!!!

I called back and asked what her name was, she told me 'JANE'... I knew this was not true and asked for the managers to which she told me they were both busy. I told her I would hold to which she replied, "You will be holding for over 30 minutes." I then told her to put another associate on the phone as I was done dealing with her. A woman named Jennifer, who was professional answered the phone. I asked her what the associate's name was I was just speaking to and she told me 'VALERIE.' That sounded appropriate, not the fake name that associate had previously provided me. Jennifer provided me with both managers’ names to which I will be making a formal complaint with Kay's corporate office.

I don't do business with uncooperative, rude people. I am a marketing director for a well-known local business and this is what I do, manage business reputation so I do not tolerate this type of treatment. This woman needs to be working in an environment where she is NOT dealing directly with customers. I am quite sure that she may be the subject of the previous negative reviews of customers complaining of BAD customer service. I am seriously considering obtaining a refund and going elsewhere as there are several jewelry stores that would love to have my business. I am waiting for a store manager to return my call so that they can be informed of the type of frontline staff they have representing Kay. As a manager, I would not tolerate this, under any circumstances. I am definitely and unsatisfied.

Went back to kays once again. I asked them "is this a one carat ring?" Salesperson yes manager yes. I told them what the other store told me. Manager went to the register. "Oh it was the three quarter carat that but we only charged you for the three quarter carat if you want that one carat that'll be $500 more." I emailed the corporate office. Its been 2 weeks. The only response I've gotten will look into it.

Fast forward three weeks from then, and I get the credit card in the mail. I logged online with the numbers and planned to pay half of my $868 balance. What do I know? My balance was $1,650!!! Turns out the woman I was working with didn't factor in the price of one of my rings and tell me about it, and then charged me for it and didn't let me know! Money hungry business is all I have to say.

I went to the store and located Dave. He didn't deny assisting me that day. Only that I didn't have the proper documentation to prove that he helped me. He advised Alex had called the store and informed them that there is nothing they can do to help me because I couldn't prove they inspected my ring. I tried to call the 1800# back and as hung up on several times. The store advised they always inspect and clean all rings. I was never told to bring in paperwork for my ring, and was never told by the sales reps that I should have paperwork with me. Yes, I should have read the warranty information. However, wouldn't a company of this magnitude want to do the right thing and let customers know what is going on?

I called the manager, Ramone, and was told to bring to him and he would replace. Then when I went to get it replaced the story changed to we need to repair it so we can build a case for a replacement if it were to happen again. After they had if for a couple weeks we picked it up and within a couple days it broke. Took it in and asked to just upgrade it a better chain. Told Ramone the manager that I did not want to spend over $100. He said it would be $95 plus a $24.99 warranty and that I had to purchase the warranty to make the deal or I would be stuck with a broken necklace and there was nothing else he could do.

Upon checking out, I was also told by Ramone I needed to buy at least one stuffed animal for like $14 while there were people around and asked how many did I want. With people all around and being put on the spot I just said one. After the transaction I looked at my receipt and saw a $75 charge and noticed the bill was for $189. I asked what that was for and they said the warranty. Over 30% for a warranty?! I said that wasn't what I was told and called Ramone over and he said well that's a lifetime warranty and I had purchase this. Needless to say I turned around and walked away. The only reason I will ever return is for warranty work.

Today the wind was blowing extremely hard in Denver and my mother wanted to go to Kay's store in Orchard Town Center to look at charms. As I struggled to open the door to get my mother, who is in a wheelchair in the door, the salesman said to me and my mother when we entered, "Look what the wind blew in." WOW I was beyond speechless with the comment not to mention there were 5 employees standing in the store and not one offered to help us in the store or back out. As I realize that's not their responsibility to help me and my mother, however, that just shows how arrogant Kay's employees are. My husband and I made the right decision to shop elsewhere. As for my mother she will never go back to Kay's. Shame on Kay's for how they treat their customers.

A few days later Kay's calls to tell me there is in fact a chip in the diamond and they need to send it off to head office to get estimate cost for a new diamond. After about a week of waiting I call the store and was told it could takes weeks to get the estimate back but maybe they could find out by Friday. Friday comes and goes without a word. I call back up to Kay again on Monday and I was told they wouldn't have my estimate until DECEMBER 23rd!!! That is 2 MONTHS after I originally took my ring in. "You have got to be kidding me" I said. For an estimate, no work done, just the estimate it will take 2 months??? Extremely frustrated at this point I called their main office and told them to send my ring back explaining the story. She called the store directly, while I was on hold with her, telling them they would be sending my ring back to the store.

2 days later the store my ring was supposed to be on it's way to for me to pick up calls and tells me the estimate for my ring to be fixed is in and tells me the amount. So now they all of a sudden can give me an estimate before December 23rd. But that's odd because the ring should be on it's way back to the store for me to pick up. (Read my notes Kay's employees because I spoke to 6 different people by the time this was all done.) Here's the main part of this entire review. I get my ring back and have 2 different jewelers look at it only to be told "YOUR DIAMOND IS FINE. THERE ARE NO CHIPS OR CRACKS ANYWHERE!!!" My prong was fixed for less than $200. Kay's knew I had not been bringing my ring in for its check ups and knew I would want to fix my diamond so they told me it was chipped so I would purchase a new stone. UNBELIEVABLE!!! Never, ever, ever will I shop at Kay's again!

Fast forward a few months to the beginning of October and the blue diamond falls out. I called the customer service number and was told that I in fact did not get it inspected because no one entered the data and since I didn't get a receipt that I have no proof. They then asked the name of the associate that "supposedly" helped us out 2 months prior. Between grocery shopping etc. I see a lot of sales associates. How am I supposed to remember the name of the girl that inspected my ring at Kay's 2 months prior? Regardless, we were told to go to the store because the customer service person couldn't do anything for us. We went into the store and spoke to a girl and she got rude with us telling us that we never came in for an inspection and that there was nothing she could do other than send the ring in and we would have to pay full price for the repair.

She also asked us the name of the associate that had "supposedly" helped us as well. Her manager Sarah had then come over since she had heard the whole thing, but made us repeat everything again. She again asked us the name of the associate and basically accused us of trying to cheat the system. All I wanted is to have my ring fixed, we had it inspected like we were supposed to and somehow it was our fault that the associate didn't put the info into the computer. Eventually Sarah called customer service and they apparently authorized her to charge us half price for the diamond. We weren't happy but at the same time I am not going to walk around with a ring that it missing its diamond. So we agreed and paid half the price of the diamond, and we were told that the ring would be back November 3. Meanwhile, my boyfriend made a few heated calls to the customer service line and we were able to get our money back.

Fast forward again to November 11, we had not received a call so decided to call ourselves since we were having our anniversary dinner near Kay's. They told us that it has been in since October 29 and they left a message. Regardless we go and pick it up. We asked the associate for her name so we have it in the event of another issue since that seems to be the fallback for this company. She got very rude and wanted to know why we were asking and was basically refusing. Her manager Sarah had come out to finish helping us. After inspecting the ring, I noticed that it did not look the way it originally did, we were told that it could be replaced with a stone of equal or greater value. There is NO way this stone was of equal or greater value. It was dull, a fraction of the size and didn't look like it even fit in the setting. The surface was rough because you were basically touching the setting and the diamond was below that.

After showing Sarah the before picture next to this one she said that the ring was not fully fixed. It appears that they forgot to rhodium plate the diamond. So now it is again out for service and I now have an ETA of November 20, 2015. I am just very frustrated at the lack of professionalism and the constant finger pointing that I have done something wrong. I want my ring fixed and I want it to be done the right way and other than getting my semi annual inspections, I will never go back and I will never ever buy another piece of jewelry from there. Not only have they lost my boyfriend and I but a few of my co-workers are horrified and will never step foot in there again either.

I've been continually calling and I even contacted their corporate office to find out when I would get my ring back. No one can tell me when I'll actually get my ring back and to just keep waiting. They say they will email the vendor and call the vendor and call me as soon as they know anything. Funny enough, I never get a call back. At this point, I'm not sure if I will actually ever see my wedding ring again or not. It has been over 4 months without my wedding ring now and no end in sight! This wasn't a cheap wedding ring either. My husband and I have been using Kays for 15 or more years. This experience has been terrible, the customer service is terrible and I will NEVER buy from Kays again!!!

I just spent several hours on the phone getting transferred around and speaking to managers only to hear that they are unwilling to correct the error and 'they're very sorry' but they won’t take the hit off my credit. I've never been late on a payment in my life, but because they lied to me and reported my 'late' payment to the credit bureau my score got knocked down almost 100 points. So not only did I wind up paying twice for a $60 piece of jewelry, now I'm being punished for paying twice with a permanent mark on my credit score. Fair warning to everyone!!! Kay Jewelers has lost a customer, I just wish there was a way I could pursue this farther!!

I continued to wear my ring that was missing the emerald and over time two more fell out. They told me to wait a few weeks more (after it had been two months) till they will need my ring to get the center diamond out. At this point I have a ring and people asking to see it with emeralds missing out of it. VERY embarrassing!!! They finally called to get my center stone (a day after I called the main office to complain). They said it would be a few weeks because all they had to do was move the center stone into the new ring. It has been 1 month 1/2 now!!! NO ring!!!

I went in two weeks ago and the manager (which has been no help from the beginning) told me they are making sure the prongs on the emeralds are good. Ok, well, this was suppose to be done while it was being custom made since July!!! They said all they needed to do was move the center stone over and the nightmare would be over. Well, it has been the worst experience and it shouldn't have been. I am suppose to be happy and all I want to do is start all over with another company. Still no ring since July :(

We brought the ring back into Kay's to have the issue taken care of and they flat out said that there was no way that they caused the diamond to crack. They refused to fix the mount and replace the diamond. Kay's said they never touched the mount so therefore they are not liable for the repair. I have spoken with 3 different jewelers and they all say the same thing, in order for the baguettes to have been replaced they would have had to remove the top bracket and slide the baguettes into place then resolder it with very well during that process caused the mount to be crooked and cause the diamond to crack. I will never go back to Kay's and I tell everyone I know to stay away from them. They ruined a $5,000 ring and refuse to fix the issue.

First of all, that's not our job. That's your guys' job. Secondly, you're telling me I have to rely on some complete stranger to send my items to me? All he could say was that "he's sure" she feels the same way and wants her item too so she'll "probably" get them right in the mail. I told him I need them before the 26th for my husband's birthday and he just said he'll put it in the notes. What's that gonna do!? He then also went on to tell me that since it's after 4, the company in tags area was closed so they wouldn't be able to get in touch with her or me until Monday which is today. But I'm not waiting around for them to call me! I plan to call for a refund! The guy did nothing helpful & was acting like the mistake was my fault. You guys messed up, now fix the problem! Your guys' customer service sucks & you lost a customer today!

After being hung up on I contacted corporate and found out there was an issue, which we just found out yesterday was an inclusion that could potentially cause my diamond to shatter if it was hit in the right spot. Now to make this nightmare even worse they had my fiance's name spelled wrong and birth date wrong so we couldn't pay the bill. When we contacted them yet again we were informed that after everything we had been dealing with they were going to pay our first payment on the ring. Yesterday we discovered this had never happened and we were now being considered late on our payments. Not one person wants to take responsibility for the issues, just pass the blame. We ended up returning my engagement ring last night and purchasing a new one elsewhere. We will never be able to replace the sentiment so thank you Kay Jewelers for nothing...

After several minutes, she handed it back to the manager and he came over and said "Well, it's not the battery. Your watch is broken." When I asked questions like, "How is it broken?" he had comments like, "Oh it could be water damage" (it was a water proof watch), "You know, all those little pieces that are inside the watch can break" (oh, you mean the ones that I stood here and watched your jeweler roughly mess with??). I feel comfortable in saying that my watch was not broken when I walked on; it simply needed a new battery. However, I feel certain that my watch was broken by the jewelry store, and the end of my visit convinced me of this when the jeweler who had my watch to begin with tried to sell me a new watch to the tune of $275. I will never go back to Kay Jewelers.

Ok so 16 days later I call them "is my ring in yet? You said 2 weeks." "Oh no it's going to be another 2 weeks!" I called corporate because I was fed up and was told "I'm sorry, you can either pick out a new ring and pay the difference of that ring or I can give you a $50 gift card and you can wait for your ring to be ready in two weeks." When a company has your ring more than you have I think that's wrong. I can't believe they only offered me $50. This is supposed to be the most excited and magical and wonderful time in my life and you have turned it into a nightmare. I'm so upset. Thank for ruining my engagement, something I can never get back and worth more than $50. We haven't even picked out our bands yet and we are getting married dec 5th of this year.

He really loved that ring, our wedding was creeping up, he assured me he thinks it's okay. Well for the money it better be way above okay. So, here we are, ONE AND A HALF WEEKS AFTER THE WEDDING and he comes home with a Walmart bag. I said why did you go to Walmart..... he looks at the ground and says, well, I had to... lifts up his left hand... YEP. My fear. He works in a factory for God's sake! He's a mechanic and in and out of machines all the time. That ring the ** let him "size" himself, is now lost. I am beyond furious. I know those worthless people will be of no help in the store. I have to figure out how to go higher to corporate or something. I will NEVER buy from these ** again. NEVER.

I called Kay and complained as soon as it happened and was basically told "Too bad, it's got a lifetime warranty" so I just need to bring it in each time it happens. I have complained each time I take it to the local store and have been assured a manager will call me back and it NEVER HAPPENS. That is ridiculous. I spoke to another jeweler and he said rhodium plating should last 1-2 years. I will NEVER buy another piece of jewelry from them again.

When it came in, it was good. Well this only lasted for 10 days. Color started fading off. Called and again they said SORRY. This is just the way the ring is made. To keep the two tone color it will have to be sent off and re-plated every couple of months. RE-PLATED? They never told us that it was plated to begin with. So took ring back and returned it for a full refund. Also for compensation they had the nerve to give us a $100.00 gift card. This card was cut in half and returned with the ring. Over all, don't waste your time and go thru the same thing that we did.

3 weeks later, they called and we picked it up. Everything looked great. 2.5 months later, the main stone was loose again. At this point, we were frustrated. We took it in and they apologized and once again put a rush on it. At this point Kay's had my ring more than I did. We were getting pretty upset. They said they would call when it was ready.

It had been a month and we hadn't heard anything so I called them up. They said they had it in store and thought an associate had notified us. I picked it up and went on my way. A couple few weeks later, I noticed what looked like a scratch/something in the diamond. Lo and behold, I only had my ring back for a little over a month and it was loose again. We took it in and explained about the black thing inside the diamond and told them this was the third time in less than a year that we had my ring in. They said the mark is something that happens over a period of time with diamonds? She also suggested that they add a couple more prongs to try and hold the main stone in place better.

My fiance told her that we was obviously very upset because he spent a lot of money on this and it kept happening. She said they couldn't do much in store, but gave us the customer care line to call. At this point, my fiance wants a refund or a new ring because he is over it. We are currently waiting for them to call for us to pick it up once again. How frustrating is it that it's been at Kay's more than on my hand? We now know to never purchase from them again!

Loss prevention did not get involved until August 12th. Now my case specialist is telling me that even though I'm the owner of the ring, that what they found out during the investigation is "proprietary information" and they will not tell me what they have found out. I cannot believe that Kay Jewelers allows this to happen, and that they do not care more about their customers. Oh sure, just come in and get another ring. Sorry, but that doesn't replace what this ring means to me after almost 22 years! You don't just replace that!

14 days later I got the ring back only to see it was a similar but different ring it was just as nice but a tier was missing but the stones were bigger. When I brought it to the attention of the sales person, they told me they most likely redid the ring due to the amount of times you had issues and the size of the ring is small so the integrity of the stones were compromised. So I said ok, gave it to my fiancé and she loved it.

A week later the store calls me and says I need to give back the ring. There was a mix up so I said "My fiancé is not gonna be happy with this." So I talked to a nice lady in customer care who couldn't do anything for me so they bumped me to a case specialist by the name of Selina who was very cut throat and rude and tried to give a guilt trip and threatened me with legal action. Did not provide me with a solution or any kind of empathy even though I'm supposed to be getting married next month.

I'm still dealing with it now and all she said today was "I can give you a hundred dollar gift card." Thanks for all this headache you put me through. All they want to do is help themselves and not this customer who purchased quite a few items from their store. After this I don't think I will be going back and I'm thinking of keeping the ring too (sorry for the typos).

My engagement ring has a had loose stones a couple of times now within a couple months of each other and they weren't going to fix the prongs that were wearing until I put up a fight about it. They said I had to have the ring for 5 years before they would fix it! I bought the lifetime warranty on the dang thing! And to add to the annoyance they keep forgetting to contact me when my ring is back in the store after being fixed. For all I know it's been there for a week now!

I got a message that the rings were back in the time they were promised. I picked them up and put them on & signed my paperwork. I could not tell until I got into the daylight that the two rings didn't look the same color. The engagement ring still had a yellow appearance. I turned around before getting to the car and went back to the store to ask them to look at the back of the bands. I told her it could not have changed color in minutes. She advised she couldn't see much of a difference and rubbed it with a cloth. The salesperson advised she could send them back again for rhodium plating again.

I'm getting upset that I've been wearing the engagement ring for 9 weeks and the wedding band for 5 weeks and they are not the quality I thought I was paying for. The engagement ring seems like it is sized larger than the wedding band and keeps sliding around. I took my bands home and will speak with the manager when she returns from vacation. I wish they would correct my issue instead of repeatedly asking me to bring my old unwanted jewelry in.

Two weeks came and went without any word from Kay Jewelers. Three days after my promise date I called the store. A woman by the name of Janet answered. I asked what was going on with my ring and why hasn't anyone attempted to communicate with me that it might take longer than expected? I gave the work order ticket number and my information. She informed me they couldn't locate my ring and that she would have to give me a call back then hung up.

About fifteen minutes later I received a call from Janet stating my ring had been found in the store but it wasn't fully repaired. It had only been sized, the diamonds were still chipped so it needed to be sent out again. I asked how could this happen and why did it take me calling to get the ball moving and was told "Things like this just happen. Also we do not carry those size diamonds." Seriously?! The ring was purchased and warrantied by Kay Jewelers. How can they not carry diamonds for one of their own rings? When I asked again why didn't anyone reach out to me she hung up.

About a month after the ring was brought into the store I get an email stating it is ready for pick up. I went to the store, asked to deal with the manager and inquired once again how this can happen, she apologized and explained there was a mix up with the work order being enters wrong. She handed my ring to me and the workmanship was horrible. The three diamonds that were replaced sat higher than the rest in the ring, the sleek smooth band was warped and visibly tampered with and to top it off there were deep gorges in the band now. So my ring that wasn't sent out to be repaired not once but twice came back damaged beyond repair. The manager was actually going to give me it like that so I pointed all of the damage out to her.

She decided we should "start fresh" and got me a whole new ring to be sent out for sizing. Honestly the person who originally gave me the ring had passed away about a year ago. So the new ring means nothing. It has completely lost the sentimental value because of the incompetence of this company. She took my ring before I could get pictures of the damage, filled out a new order form and sent me on my way.

A little over a week went by and I got a call saying my ring was ready for pick up. I was driving by the mall but didn't have my paperwork on me so I decided to call and see if I could still pick it up with some other identification. It took 5 calls to get through and the woman who answered --- Janet once again was extremely rude. She obviously wasn't listening to what I had to say because she kept telling me "just bring in your paperwork." Finally after saying for the fourth time I didn't have it on me, she said "fine, an ID will do" and hung up.

Upon going in the store she looked at me and yelled across the store "you called?" Which is very unprofessional. I stated yes and that I no longer want to deal with her after how I was spoke to on the phone and I want to deal with a manager. She gave a dirty look, said fine and walked away. After she informed the manager that I was waiting to see them, Janet once again attempted to help me in a very rude manner. I stated that "I am not dealing with you" and she had the nerve to state "the feeling is mutual."

When the manager came over to take care of me I explained that after everything that I've dealt with because of this company I really didn't appreciate the rude service and explained about the phone call and comment I received in the store from Janet, who was listening nearby. Janet had the nerve to point her finger in my face and scream "listen lady" at which point I snapped. Honestly she had no respect for me, the company or the manager. She showed absolutely no fear of any reprimands which leads me to believe that this is just normal behaviour. The manager said nothing to her about her outburst. In fact only when I stated I will be calling corporate did Janet stop talking and storm off to the back room.

Nothing will ever get me to shop at a Kay Jewelers or any of their affiliates. I asked that I receive an apology from Janet and was told it wasn't a good idea because there is lingering animosity. Which is pretty funny considering how poorly she treated me! Apparently the manager, customer service via corporate and everyone else has to say "I'm sorry for this experience" except the one person who made the situation worse!!! Needless to say I strongly urge you to shop elsewhere or at least read the reviews on different websites because this wasn't the first time something along these lines have happened.

After we got married I decided to have my bands soldered together and resized since they were a little loose. I wanted to go from a size 6.5 to a 6. I didn't see the problem since we had the insurance on them. My rings came in soldered. I went to try it on and I couldn't get it past my knuckle. The lady who has helped us before checked the ring and it is now a size 5.75. NOT what I asked for. She then proceeds to tell us they have a different measuring stick in the store than the workshop where it was sent. What? Why? That doesn't make sense to me but whatever. We send it in again for the right size (a 6) and wait. They told me the date it would be in. I called on that date and it still was not ready. Wait some more.

I got a call days later that it was back. I went in and my ring fit and was beautiful. I was so happy. I took it home thinking it would last me many years. WRONG!!! Not even two weeks later... I'm walking, look down to check my ring like I always do and the diamond is gone!!! Two of the prongs holding the diamond in place had fallen off. I panic and check all around me. I find my diamond next to me on the ground. I grab it and go back to Kay's. They tell me how they can't believe this happened, how they are using a new and better workshop since my resizing incident, how my diamond will be set using different prongs, and how the man who will fix it for me can be trusted to do a good job.

They give me a date it will be ready and I leave. A week later on that date, I call. Ring's not ready. "Someone entered the wrong date into the computer. It's not back yet but I will call you as soon as it's here." They have gotten the dates wrong THREE TIMES NOW. Two days later I get a call from the girl who seems to always help us. She tells us that it came back but the diamond isn't centered on the ring. She knows how upset we are by everything that has happened. She tells us they are ordering me an entirely different ring (same one but brand new), are taking $200 off the price, and will call me when it is in. This was a week ago.

Today I get a missed call and voicemail from Kay's saying my ring is in and I can come pick it up, so after work that's what I did. When I get there the two women working search high and low for my ring and are unable to locate it at first. Then they find both my old and new ring. The older woman verifies with me that they're supposed to replace the new ring's standard diamond with my better quality diamond from the previous ring. That's where I got confused because the ring was supposed to be done already. Why is she asking me about the diamonds? I walk up to see two rings. My old ring soldered together with an off centered diamond and this new engagement ring (wrong size of 6.5) with no wedding band and the wrong diamond on it.

Why is this so hard?!? Why would you call me to tell me it's ready when IT IS MOST CERTAINLY NOT READY. I watched her write down everything they needed to do: replace the diamond, get wedding band soldered to new ring, have ring resized to a 6!!!!!!! NOT 6.5! I told her not to tell me a date when it should be ready since they've gotten that wrong so many times. I am just so upset. I have been married for three months and have not had a ring to show for it. It has been in their possession longer than it's been on my finger. Something more needs to be done. Be careful if you choose to go with Kay's! They don't have a clue what they're doing!

She proceeded to look at my ring under the microscope and noticed the flaw as well. She asked another employee who has more experience who turned to me and said (in front of another customer), "They have cameras like us." I was completely confused. After a moment of confusion and me wanting to know what cameras had to do with me wanting to find out what was wrong with my ring... the lady proceeded to say, "Everyone is monitored everywhere so no one could have done anything. They have cameras like we do and are watched 24/7." I was completely taken aback by this woman's comment.

Needless to say, my ring was cleaned and left in the cleaner for extra time to see if it would reduce the black flaw. They handed me my ring back and I asked if there was anything I could do because I felt cheated. No one has ever mentioned the "flaw that takes years to occur" before nor had we ever seen it when we looked at it meticulously before purchase. The young woman pulled out my "send out" jewelry receipt and showed me that she had noted the small imperfection as well. That meant nothing to me other than... again, no one showed us, told us, or even said, "Have you ever noticed this imperfection in your ring before?"

I will no longer shop at Kay Jewelers after the way I was treated and especially after the comment about the cameras... I feel cheated. I feel my husband and I were robbed, and I am completely hurt that we invested in a piece of jewelry that's expensive and so important to me (it's a symbol of a huge moment in my life with my husband) that I can now see a flaw with my naked eye after 6 years. I sure hope it doesn't get much worse in the next 6 years. I will no longer be a faithful Kay Jewelers shopper. I hope that my experience will stop others from purchasing such a symbolic investment from this jewelry store.

We asked to talk to the woman at the store about her attitude. We were put on hold. When she came back, we asked about her conversation and we were told "my conversation is between me and her". She went on to say, "I don't like you yelling at me." My fiance has a loud voice but he wasn't yelling. We then get "I'm done with you". What happened to quality service? Where the employees - be it a manager, supervisor or the low man on the ladder - would bend over backwards to please the customer. I would never recommend a friend, family or my worst enemy to Kay Jewelers...the worst service ever!

On June 17 2015 while at the beach, I went in the ocean and the ring was lost. I called the store manager and reported the incident and have been getting the run around between them and the customer service relations/resolutions department. Today, June 22 2015, I was told by the CSR manager there was nothing they could do. I requested a copy of the policy/procedure regarding who is responsible and liable in this type of situation and as anticipated nothing was provided. The only appeasement offered was 10% off a new ring (yea right) and a warranty refund! That is not an appeasement as this situation wouldn't even be existent if I wasn't incompetently sized the first time.

Needless to say, I am beyond upset & disappointed that I have not only been inconvenienced and not at a disadvantage because the ring is lost. I've had a previous set that I traded in and now I have nothing. It's unjust and unfair. Kay will not take accountability for their poor level of service.

I eventually contacted Kay's Corporate and after several phone calls they agreed to exchange the set. I go back to Kay's and they literally had 1 yellow gold bridal set which I did not like. Jared ended up fixing Kay's screw up.

After wearing it for a little while I noticed the ring seemed bigger and upon further inspection the ring was no longer round and the design under/on the side of the ring was smushed. I brought the ring back four days later to have it resized back to the original size (they gave it back to me at a 6.75 when I was sized a 5.75). I waited a little over a week and got a call stating that there was a problem and they couldn't resize the ring and they are custom making me a ring to my size; I was told I could go back to the store and pick up my ring to hold onto my original ring until my custom ring arrives at the store in September. I spoke with another Kay sales associate (happens to be a friend of mine) and was told the reason they may not be able to resize it is because of the new half shank and it may compromise the structure and the hold of the diamonds if they make it smaller.

I went to the store to pick up my ring and asked for a ring guard so I can wear my ring for the time being. The associate searched through the repaired inventory to show me that my ring was broken and it wasn't polished so it wasn't presentable and it's unwearable. Needless to say I'm really upset and disappointed. If they never replaced the shank (without my knowledge) I wouldn't have needed to send it out to get resized and my ring wouldn't be broken right now. I'm thankful for the new custom sized ring (hopefully everything comes back alright), however I'm not happy about the way things unfolded.

I understand 15$ extra a month is not a huge difference to some people, but the point is the horrible customer service I received and also the unknowable reps. (I felt because I was specifically told my min. would not go up, they would go according to what was told to me but that was not the fact.) I no longer wish to make purchases with Kay's, and will buy my jewelry elsewhere.

Further, they held onto my ring for weeks without calling me to tell me they would not change the white sapphire mistake to the blue stone unless I paid; I had to call them to see if my ring was ready and found out it was just sitting in the 'shop' waiting to hear from the customer to proceed! This is the 3rd time I had sent in a ring for repair and they never called me with an update or to tell me to come get my ring. Don't do business there!

They have held this bracelet for over a month and done nothing to it. They have very poor customer service and from what I have been reading they are shady. I called to speak with a manager and they gave me to someone who I am sure was not a manager. She told me that she would have someone check into it and call me back Friday at 10:00am. Can't wait to hear what they have to say. I will file a complaint with Better Business Bureau as well.

The sales person on shift took the ring and looked up our information in their system. She set the ring down on the counter and stated, "I don't see where you brought the ring in for inspection so there's nothing I can do." And just stood there staring at us. We both explained to the sales person, that bringing the ring back for an inspection was never explained to us at the time of purchase. My fiancé immediately said, "I want to speak to your manager." The sales person said, "he's not here." And continued to just stand there, staring at us. My fiancé then stated to the sales person, "someone will either fix this or refund my money." The sales person then stated, please let me finish. "I will get my manager." Then a gentleman named ** walked to the counter. My fiancé immediately stated, "you said your manager was not here." The sales person stated, "well he's here now."

The gentleman identified himself as **, the assistant manager. He asked what the problem is. We explained to him that at the time of purchase we were only told by the sales person that if anything happened to the ring just bring it back. ** immediately got visibly upset and stated he does not know what was said at the time of sale but the policy is we have to bring the ring in every six months or the warranty is void. ** then stood there and stared at us. My fiancé then also visibly became upset and stated to **, "either fix this ring or return it." ** then said he wanted to refund the ring. To which, my eyes began to well up because this establishment, in that one gesture, proved to me that they are completely soulless and callous. It truly was more satisfying for the assistant manager to take away the ring that symbolizes my new marriage than it was to just fix and save future sales from us.

** looked up the sale in his system and said "the sale was too old to refund the ring." My fiancé then stated, "you need to do something." The assistant manager then stated, let me finish, "I will have the ring inspected which will reinstate the warranty. Then, we will fix the ring, but from here on out you have to bring the ring back for inspection every six months." This made both of us very upset. He created such chaos. He made my fiancé very upset and he made me cry when this resolution could have been offered before this emotional roller coaster the employees of this store created in an effort to get us to leave with a ring with missing diamonds instead of securing future business.

Then to top all off, the ring is now fixed and my fiancé, who purchased the ring, went to pick the ring up because it is now fixed and was turned away. Again, they never told us that the person who filled out the repair ticket would have to be the person to pick the ring up. So again, they wasted our time, for what honestly seems to be for the amusement of the employees sake. The employee really seem to enjoy making everything difficult for us. If when we left the ring to be fixed, they told us I had to pick up the ring, he wouldn't have wasted his time.

I returned the ring and spoke to the store manager about the situation. She stated that there would be a record of what was in the safe and there was no record of the stones. The sales rep I had worked with had been on vacation and would return in a few days and then she would ask what happened. The sales rep calls me back, leaves a message and stated, "Oh, remember I gave you a discount and said you could keep the stones." I went back to the store today and confronted her and again she stated, "I gave you the discount and gave you back the stones." I stated, "You said you could give me the trade in towards the new ring, you took the stones to the safe." She stated, "But I would have had to fill out paperwork to put the stones in the safe." I said, "You kept all the paperwork, you gave me sales receipts, but kept everything else."

Thanks to this sales rep, I am not only out diamonds, but at least the trade in credit. Would recommend not shopping at Kay or if you do, don't trade in any jewelry to them.

We had the new ring sent in to be sized on 4/28/15... it was suppose to be back on 5/9/15. Today, 5/19/15 I finally called to see if my ring was back in and "why yes it is", but NO ONE CALLED ME! I picked the ring up on my lunch hour today and thought I was finally going to be able to wear my ring. I haven't even been wearing this new ring for 2 hours and one of the stone fell out!!! I work a desk job and even took my ring off to wash my hands. There is absolutely NO REASON for a stone to fall out of a ring within an hour and a half of wearing it!!! I am beyond upset with Kay Jewelers. I typically do not write reviews, but in this case I feel it needed to be heard. Very disappointed. Call the store to let them know and lady told me a manager would call me back. My husband will be returning the ring, as I cannot stand to go back down there.

So she told me it would be another 6 1/2 months. I was really pissed at this point and I said, "You have had my ring since December 7, 2014 and it was going out the next day" and she said, "Sorry, the ring is not back". So was really heated and I said, "Give me your manager" and she said, "He was off". And then I said, "Give me the manager's number over top of him." She was like she didn't care so then at point I was heated so I said, "You all have had my ring since 12-7 and now you're telling me another 6 1/2 months." After I said that, they looked on the computer and realized how much money has been spent there by us. So then she said, "Can you hold a minute? I'm going to call corporate and see if I can get another ring for you". So I was on 10 minutes and then the corporate approved it so she has to call a store in Tennessee to see if they could transfer it to her, and she would call me back as soon as she talked them.

She called me back and said the new ring would be here in 7 days. I thanked and then we get a phone call Friday morning said my original ring is back. I go into the store to pick it up and I talked to the store manager **. When I got my ring I told him I thought it was going to take another 6 1/2 months. He just kept coming up with all these excuses and said ** should have never told me that it she could exchange my ring because of how long we had it, and the type of ring that was bought and they send 9-12 of these rings back every year for diamonds to replace of this same ring. He said they are really are expensive and a beautiful ring but there was nothing he could do about it. So I was really pissed and he didn't care, he just kept coming up with all these excuses and said ** should have never said she would replace it. I just can't stand people who lie all the time from day one.

They don't care about it and they act like I was just interrupting him. I just want you all to know ** was sincere and cared but he did not at all. All he did care about is getting the yellow sheet of paper back and I said, "No". He said, "I'll make a copy and you can have that." and I said, "No, I have every yellow papers and I'm keeping them." He said I was never suppose to get them in the first place. When you spend as much money there as we do, it is a problem when you're lied to all the time. I will never buy another thing from Kay because your manager don't care and lies to your face!!! ** was very sincere and cared after I threw a fit which shouldn't have had to come to that!! I will never buy anything again!!!

The people at Kay's are heartless, evil, lying criminals, to put it simply. Kay fraudulently claims that they gave us back our solitaire diamond and its antique setting that we took in to them, and that our gold ring simply resides under a coating of RHODIUM. It does not. We have two written statements from them claiming this as well as a recorded voice message. This is strong evidence that Kay Jewelers is guilty of committing criminal grand theft by fraud and also guilty of conspiracy to commit grand theft and should be prosecuted.

Our dollar loss due to their criminal theft of our gold setting is as follows: Gemologist's appraisal value of yellow gold antique heirloom diamond ring made before giving ring to Kay Jewelers for repairs $8,500. Same gemologist's appraisal value of used, damaged, nickel alloy setting and diamond as was returned to ** by Kay $5,300. Decreased dollar value of ring -$3,200. Cost of ring repairs paid for but not provided by Kay Jewelers -$400. Total $ theft loss to ** -$3,600.

Sent both rings in to be sized for the bridal set. Both rings came back two different sizes for the same finger. Both rings also had horrible soldering jobs done on them. Rings had marks on them from the soldering and sharp edges, they looked awful. Went back to get that fixed and found out that the setting for the expensive diamond was made from recycled materials and was NOT warranted and was not a very secure setting for diamond of this size. The salesperson that originally helped us did not know what she was doing, talked us into something that wasn't near what we were wanting, we weren't on a tight budget, therefore did not need recycled materials. Found out that this sales person had cost them money from other mix ups and was no longer working there.

Store manager, ** (not sure about spelling, didn't get his business card) was disrespectful and picks and chooses whom he will deal with. He refused to work with us. Another salesperson did step up to try to help us (**), but this problem is out of her hands, and we felt bad that we had to keep contacting her to get things resolved. **, has gone above and beyond to try to help us out. Ring was sent back yet again on April 28, 2015 and we were given a promissory note that it would be ready for pick up on May 11, 2015. Have called the store and finally have called the Corp headquarters in the Portland area. After talking with many people and getting the run around, finally found out that they do not know where my ring is.

This is so stressful, we are getting married soon (June 4, 2015) and I want to wear the diamond that my fiancé bought for me. We cannot retake the photos since we are going to Cabo San Lucas. We just want our money and property returned as soon as possible so we can get our rings made for our wedding. Do not want to do business with Kay Jewelers again. We would like a full refund for all our rings and our diamond back. $1316.99 plus $729.00.

KAY'S IS ONLY OUT FOR THE MONEY, not customer's satisfaction. Will never purchase another item from them and would never recommend them. Money hungry business. Sign me very upset grandmother!!!! By the way bill was $453.57. Could have bought something in Walmart.

He went straight to the other location to make sure the sale was reversed. They took care of it and said they were very sorry. They were very nice. He ended up purchasing my ring with the second location. I loved my ring! Still do. We bought wedding bands a month later. Since we have been married I have had the following problems with my rings.. Every person, between multiple rings and store locations, sized us way differently which resulted in 2 weeks every time I sent them back. I had to send mine twice. And my husband's once. I had my rings soldered together - two weeks again. They came back and my rings were crooked - Very obviously and I could not believe it. I cried in the store. They said "Oh sorry we can send them back!" Two weeks again. One month later, a small diamond fell out of my wedding band.. Two weeks again.

2 months go by and I go for my 6 month inspection. The guy cleaning my ring gives it back to me and it's missing the same small diamond from the band that fell off before. They found the diamond in the cleaner. So here I am again, no rings and in two weeks I can pick them up again. I just want to wear my wedding ring. I just got married! If you decide to buy a Kay you better get the insurance for everything you purchase. You're going to need it. The photo is my ring soldered together off center.

The emotional trauma of looking down and not seeing the ring that your husband picked out for you. They thrust the paperwork at you for you not to read and take your ring and never fix it - I just want my ring back - still no ring, I am afraid I will not receive my ring back with the same quality. The emotional connection a woman makes with the gift from her husband is obviously not understood by Kay's or Sterling. Shame on them. Give me my ring, my gift of love, from the love of my life.

To make it even worse, I paid 350 for the small ring but my receipt said was only 100, which made it harder to return for the value I actually paid. I called the store and told the manager I didn’t want a pre-owned 10k gold ring because I wanted a new 14k which I was told. She told me to comeback and they were going to take care of me. She told me I need to pay the warranty which was 99 for one ring and 30 for the other one, even though I was told their jewelry already includes all warranties. They don't even give you an appraisal and don't even know the exact color of the diamonds. They are I-J which is not even great.

Oh yeah, also my set was resize wrong the first time and the second time I got it was all bit up and scratched. There is even one part is smaller than the rest of the ring. Do yourself a favor and don't buy from any Kay store. Just Google their reviews first and you will see what I am talking about.

Fast forward a few weeks. March 14th the Saturday before we leave for our vacation the sales associate he has been working with, **, calls to inform they cannot size the ring down to a 5 because the diamonds will get loose so they are going to give him a loaner ring to use and they will order a 5 that will be in when we return from our trip. Vacation happened I was totally shocked and couldn't wait to get home to get MY ring. (He told me all Kay's had put him through the last month and a half.) The loaner was obviously too big and I have had to wear a band aid around it every day just to keep it from falling off. When we returned Kay did not have the ring. Surprise surprise but said it should only take a week and they would call us when they had it.

A week went by - no phone call. We called again and ** told us the ring came in but they couldn't get a hold of us, even though they have called and text my fiance on his phone multiple times in the past, and since they were unable to get a hold of us they gave the ring to another store that needed it. Um what? And that they will order it AGAIN. Third time. And that it will be another week or two.

So here it is almost a full two months later and we still don't have the right ring. It's seriously a shame what they have put this man through. He worked very hard to be able to afford that ring and when you make a purchase that large you should at least receive good customer service. Long story short please reconsider before choosing Kay for your special occasion because they do not care about their customers and lie constantly. Stay especially far away from the one in Fort Smith AR and even further away from their customer service representative **.

After ensuring me over and over again that my rings would be safe, I left them, hoping but not expecting to see them by the end of the week. Imagine my surprise when she called me on Wednesday April 8 that my rings were back from repair and ready to be picked up! Just two days after leaving them I had them back. If you need your jewelry repaired I wholeheartedly recommend Kay in the mall in Greenville, NC.

Saturday 04/04/15 after speaking with customer care they called me back to tell me my ring was actually ready and at the store. I was skeptical since it had only been 1 1/2 wks since I had last seen the ring but I was willing to check it out. While I was there speaking with the assistant manager and while I was looking at the 2 rings (the one that was supposed to be mine and the one they were trying to give me as a replacement) I noticed something odd, the rings didn't seem to have the same number of diamonds. So I looked at both of them under the scope (as I always do with my pieces) and realized that the one they kept trying to give me as my wedding ring actually wasn't my ring at all! They have lost my wedding band. I am with ** on this one... there is no replacing that ring that my husband put on my finger 9 years ago!

I was supposed to receive a call from customer service today to explain to me what they were going to do to rectify this problem and I have not heard anything. At this point I don't know what they can do. They have lost my ring and there is no ring they can give me and try to convince me is mine they might have miraculously found. This is so heartbreaking. I'm discussing what to do next which will probably be calling the Attorney General of CT, the BBB, Television Stations and Social Media.

After those 4 weeks I called again and was told “it would be back in 2 weeks”, promised I might add. After those 2 weeks and still no ring and no one seemed to have any idea what was going on, I was beyond fed up and contacted customer service. They had someone call me back in 24 hours and they told me they hadn't been able to get a hold of the manufacturer but they were willing to replace the ring up to the value I was given when dropping it off. Something so special and sentimental as a wedding ring and I have to have it replaced! After I finished crying and processed everything I figured it wouldn't be the same but at least I would finally get a ring.

Went into the store and they couldn't even replace the ring with the same one because they don't purchase from this manufacturer anymore, but they still sent my ring to be repaired there. We picked out a new ring and a solid diamond to put in it so this would never happen again. It was more than my original ring but they said after all the problems, etc. they would be willing to call it even. I still wanted my original ring back more than anything so I asked them to check on my original ring one last time and it had finally been found. I wanted to put the diamond I picked out in my original ring, so again I would never have to deal with it having to go the manufacturer again.

Since they had found my ring they weren't as willing to be nice anymore. They wouldn't even give me a little bit of money off of the diamond I wanted. I guess it was felt that my 4 months of waiting and having to call over and over, basically thinking I would never get my ring back, the stress and crying wasn't worth anything. I will never buy anything from Kay's again!

We opened a Kay credit card line, which offered us a very low interest rate and the ability to make payments on the ring over time. We also talked to several other salespeople at various times before we purchased this ring, and they were all friendly and helpful without being pushy. They were more than happy to help us look, knowing we had no intention of buying that day. Overall I had a very positive experience and intend on purchasing my wedding band from Kay as well.

Well after receiving this ring, I am very careful and honestly only wear the ring about 10% of the time. I don't wear it to bed, shower or work. Well about three months later, the diamond was loose again. After them having the ring for almost 3 weeks, I got it back. Currently, I have had the "fixed" ring for 3 weeks, again I've only worn it a total of about 50 hours in those three weeks. Well, the diamond is yet again crooked. Just really not happy. I feel too much was spent to have such poor quality. I have had better quality from fake Walmart rings.

I have been told it is to be expected for stones to fall out due to the nature of my ring's setting - shared prongs are especially susceptible to this. So, after the first time this happened, I stopped wearing my ring except to work/special occasions. I put my ring on before I leave the house and take it off when I get home. I do not wear it on the weekend unless we are attending an event. It has made NO difference in the rate at which it needs to be repaired. Meanwhile, I have two friends that were engaged at the same time as I was, both with the same settings, and neither has had a single stone fall out of their ring. One of them never takes hers off - not to shower, not to do yard work... I've even seen her wear it in the lake. So, the "nature of the setting" excuse is not valid, in my opinion. This is obviously a quality issue.

I have put up with their ridiculous run-around and extensive time without my ring for more than two years now, but I finally had it today. My ring was supposed to be back in the store (after another two-week long repair period) on Saturday, but I did not hear from them. I called today and was informed that they received the ring, but had to send it back because there were stones missing. THE "JEWELER" THAT REPAIRED MY RING REPLACED FOUR STONES AND TIGHTENED THE LOOSENED CENTER STONE, BUT SENT IT BACK TO THE STORE WITHOUT PROACTIVELY CHECKING ANY OF THE OTHER STONES. I was informed it would be another two weeks. So, because of their incompetence and inefficiency, I will be without my ring for an entire month.

It seems to me that Kay Jeweler is trying to make the process of getting repairs so miserable that I don't bring it in to be repaired. I cannot process any other possible explanation. I have reached the point that I stated I wanted to return my ring. Imagine how horrible this experience has been that my husband and I are ready to relinquish such an emotionally significant item. It truly has been so painful dealing with Kay that I cannot continue to do so. Of course, the associates in the store couldn't possibly assist me in returning my ring since it's been two years. So, now I must jump through hoops with customer care - just a voice on the other end of the phone. I'm so glad that I am a valued and appreciated customer.

This gentleman came over, asked if he could help. I said, "That's me calling, why aren't you all answering the phone?" He said, "Oh, that's you calling? You want me to answer?" WRONG RESPONSE. By that time, ** heard the exchange & asked what was wrong. I explained how I had called yesterday with no response & also had called while walking in the shop today & "I watched you all not taking the calls!!" She said, "When we are really busy, we don't answer." However I explained that wasn't the case today (as 3 of the people were not doing anything).

** immediately cut me off & said, "How can I help??" She ended up calling on my ring to make sure it is scheduled to send on 3/23 so I will have it on 3/24. She told me that it would be. ** was appeasable the 2nd time around, however, nowhere as nice as she was when we made the sale. The first salesperson (The African American) gentlemen was COMPLETELY RUDE & unprofessional!!!!

At this point I'm getting angrier and angrier but I still understood and played the waiting game. Yesterday, a week and a half after getting that last phone call I called Kay's and when I asked when my ring was going to be finished or if there was any way to have an update on the ring, the employee said to me, "Oh well I don't know let me go get my manager, your name is not even in our system.” When she came back, of course I asked her what she found out and she continued to be hateful to me and said, "I don't know about your ring. You're not even in our system. Your ring is not in our drawer so..." So of course I ended the phone conversation. Not even five minutes later I decided to call back, angry at the situation. I asked to speak to the manager and the employee told me she had left for the day, even thought she was just there five minutes prior to my second call.

My fiancé and I called back today and now they are telling me the ring was never even shipped off to be resized. What was supposed to be a fun and exciting time for me and fiancé has turned into a big disappointment thanks to Kay's. All I have to say is please do your research. Especially if buying an engagement or wedding ring. Those rings will (hopefully) last you a lifetime and you do not want to trust these morons with something so special. Many people have had these same issues with Kay's. Thankfully we will be getting out money back today!! I will be sure to let EVERYONE I know to never use this horrible scum of a business.

What a joke! They could care less that they lose your rings. They wouldn't upgrade even though it isn't costing them anything. In fact, they had no remorse whatsoever and kept blaming UPS for losing our rings. They don't understand we just lost all our sentimental value of our wedding. This place is a joke and all they do is scam you out of your money with cheap products. They need a lesson in customer service, from the top down. And it may help to employ intelligent individuals as well. I wouldn't recommend Kay's to my dog let alone anyone else! As they say, you get what you pay for. Pathetic.

The watch was sent out Feb 5. I called Mar 3 and they called to see where the watch was and called back saying it would cost over 200.00 dollars to remove scratches but the working parts of the watch were still under warranty. I said absolutely not and asked for a number to contact. I called they got back to me quickly and said I would have to pay so I told her no. Repair what's under warranty and my business with Kay's is ended and that I was going to report them. Has anyone else encountered this problem. If they are not supposed to change batteries on a water proof watch why did they do it not once but twice. And then it becomes my fault???

Tuesday it was confirmed my wedding band has been lost. Yes, my band is being replaced but was told it would take up to two weeks, which in my opinion is completely unacceptable. I have to once again wait when this was 100% the store's fault. I entrusted them with my wedding band and they have lost it. I went into the store in person and they were far from apologetic, they acted as though it was no big deal. There was a gentleman behind the counter who actually chuckled when I was expressing how unacceptable this was.

This is my wedding band. It has so much sentimental value and while corporate seemed to be more sincere in their apologies and attempts at making it correct the store at Mall of Georgia in Buford, GA lacks any skill in customer service. They were aware of the situation yet just kept telling me they would call me back, never took the time to say "let's fix this for you". A new band will not be blessed by the priest who married us and will not have the sentimental value behind it. I will never return to a Kay Jewelers again!

A few years later my husband buys another Kay jewelers piece - A diamond heart necklace. Well today I go to get all my jewelry appraised for insurance purposes and find out that the pendant is not real gold either and it is stamped 14 karat. I am currently searching for the receipt. May not find it but I am very angry and will never get anything from them and I will tell everyone I know of my experiences with them.

The manager of Kay's, Carl ** and employee Shayna **, in my opinion, are completely untrustworthy. I have also talked to the Assistant Manager, Mark who has also repeatedly lied to me. I don't trust Kay Jewelers in the least and at this point I don't want the ring and I demand a full refund in the amount of $2687.19. This has gone on far too long thus if I don't get a refund by 4/01/15, I intend going to our local District Attorney to find out what my options are. Is this an outright theft or is it fraud? I will also contact my credit card company and file a formal complaint. I do not want Kay's merchandise as I no longer feel I will get what was promised to me and what I paid for based on the actions and lies of their employees.

In the meantime the manager (Carl) informed me he could have a ring made identical to the other one stolen (I had a picture of the ring with me). A long, detailed conversation followed regarding the details but in between he regaled me with long stories about his hobby in miniature trains. All of this was going on while I was dealing with the salesgirl about the solitaire ring. There was a LOT of conversation about hobbies, nationalities, lifestyles, store discounts, rewards, etc., just a little bit of everything. I was in the store over four hours while all this was going on. I went ahead and paid for the other ring too and asked when it would be ready. The manager said it wouldn't be too long and I replied that as long as it was ready by Christmas I was satisfied. He said it would be ready long before that.

When I went back after my birthday to change out the solitaire from white gold to yellow gold I was told ONLY THEN that there would be a charge in the amount of $270.63 (including tax). I was shocked but went ahead and paid. Came home, looked at the receipts for the first time (I foolishly trusted them and did not look at the receipts until then) and found I had been billed for an additional $584.53 for a service contract that I had not been told about or approved. I called the store immediately, talked to an assistant manager (Mark) and after a lengthy "conversation," he said he would talk to the manager and call me back which he did not do.

When I called back and had another lengthy conversation he agreed to credit my account. I then questioned the $270.63. Told him at NO time were any additional charges ever mentioned to me about anything. When I paid for the two rings I thought that was what I was paying for and all I owed. I felt as if I'd been scammed and told him to cancel the order for the second ring and issue a refund but he then said they'd have to charge me approximately $500.00 because the process to make the ring had already begun. So I told him to go ahead and have the ring made. We continued to talk about the $270.63 and again he said he'd talk to the manger (Carl) and he would call me. He did not and when I called again he said Carl, the manager had agreed to a full refund.

I expected this would be done (all transactions were on a credit card) when I went back to get the second ring. In November I called and was told by the assistant manager (Mark) that the salesgirl (Shayna) was supposed to have called me to show me a picture of the ring for my approval. I told him to just send it in and get it done. Christmas came and went and I did not hear from anybody. I've called twice since then and both times Mark has told me he would check with the "shop" and get back to me. He never has. At this point I could care less about the ring and would like a full refund. I don't trust Kay Jewelers one bit and if they refuse to refund my money when or if I ever get the ring I intend to have it appraised along with the solitaire. AND if they are NOT what was promised to me or what I paid for I intend pursuing this matter through the courts. Frankly, I feel as if I've been robbed twice!

My fiance said if these were not rings we loved, he would have immediately cancelled our orders. These people do not know that we are both full-time workers and college students. These people do not know we work for everything we get without any help from our parents. These people do not know I have achieved 4.0 GPA, am a part of the National Honors Society, and will transfer to Harvard University in a few years. We were insulted by the fact that this gentleman even kept his back towards the opening doors to avoid allowing us into the store. How rude is that? We deserve respect and to be treated as equals, not children or ignorant individuals. These are the last items we will ever buy from KAY's. The sad part is, our expectations weren't even high.

The day of our wedding, we found that the ring was yet again sized wrong. My groomsmen and I drove to a local jeweler to see if there was anything that could be done. The jeweler showed me that the ring was a size 2 not the size 3 that was on the paperwork. I paid to have the nubs removed, thinking it might then possible fit, but it was still too small. My wife ended up getting married without a ring. If that wasn't bad enough, at the reception no one knew for sure where the ring was. Throughout all the chaos of the day, the ring was lost. I feel that if Kay's sized the ring right, it would have been put on my wife's hand and it would still be there today. I ended up leaving my reception for over an hour to look for it. The ring was never found and I didn't have it long enough to put insurance on it. I told this store to a representative at Kay's headquarters. I was asked to give them a few days to see what they could do.

A few days later I received a call back and was told there was nothing Kay's could do for me. I'm in the military and asked if there was some sort of military discount they could give me. I was told they don't do military discounts. I was desperate for any help from them and told them if they would work with I would finance (on a Kay's card) another ring as I don't have the cash to buy another ring. With their insane mark-up and high interest rate, even with excellent credit, they would still have made a lot of money off me. By the end they would not even refund the additional charge for the re-sizing. I guess they are a company that is penny smart, dollar stupid. I will never deal with Kay's or any of the companies under Signet Jewelers.

March, My boyfriend Robert goes in to Pembroke Mall Kay Jeweler in Virginia Beach Virginia to purchase an engagement ring. He is told the ring will be special ordered to size because my finger is so small and that sizing a ring like this would compromise the diamonds. He orders a ring to be made in a 4.75 that is to be delivered in May.

Ring 1, late April: A person from Kay calls our house and Robert puts it on speaker. The lady says out loud "Mr. ** the engagement ring you ordered is in but there is an issue." She didn’t warn him or anything. He had no clue who was calling and I was in the room with him. This is how I heard my boyfriend had purchased a ring and had planned to ask me to marry him! Robert went to see the ring and sure enough it was not in good shape. The manager had sized a 6 or 7 down to a 4.75 and it was NOT round but oval.

They requested I go down to have my finger sized again. SO I found out I was getting engaged and that he had purchased a ring by accident and then had to go down and request a new one created to my size. The problem is that my fiance had planned an engagement party with all of our friends. I had to beg to be able to keep the badly shaped, wrong sized ring so he could still do the engagement party. Sadly it was no longer a surprise and he ended up using the bad ring with a sizer while waiting for our ring to show up.

Ring 2, June: I got a call saying my ring had arrived early. I showed up and was told by the assistant manager that they found a ring in NY just for me! I asked how that was and she told me the ring had been made for someone else and she didn’t want it so they sent it to VA. I took the ring just happy that I had a ring that fit me and was beautiful. 5 weeks later in early July, 2 diamonds fell out of my ring. I had not even had it for 2 months before 2 diamonds fall out. I went to the Pembroke mall office and saw the manager and mentioned to him the diamonds had fallen out and he literally told me he was on break and to speak to the assistants! He actually walked out of the store and left me hanging.

The assistants had no idea what to do to help me. They gave me the number to customer support at Sterling the parent company of Kay. The first person I spoke to told me my only option was to send the ring in for repair. I asked for her manager and ended up speaking to Darcy a supervisor. She patiently listened to my story and said she sympathized, and that she would look into the issue. She did some investigating and called me the next day to give me the awesome news that she had ordered me a new ring to size.

She wanted to know where I wanted to pick up the new ring when it came in and I suggested Greenbrier Mall because it was close to work. She also mentioned she talked to the creator of the ring who mentioned having anything done to this ring would cause issues with the diamonds falling out. I went to Greenbrier the next day and spoke to Melissa and Siada. Melissa concurred that having this ring sized would cause issues with the integrity of the diamonds and she did the paperwork for the new ring. They allowed me to keep the ring with missing diamonds so I can have something on my finger.

Ring 3, mid Sept: I got a call from Cory the Greenbrier Mall Kay manager, saying my ring was ready. When I saw it I nearly cried because the center diamond has large fishers that look like stripes through it and the side diamonds do not match the center diamond, they are more yellow. Cory saw the ring and called his boss and then said he would order me another one to size because that ring was not the quality they expected. I left the store very sad. Cory called the following day and said the new ring would not be in until Nov 5. I was pissed I would have to wait so long AGAIN!

I tried to reach Darcy a few times with NO response. I spoke to a guy named Jordan who tried to work on the issue, but he told me the District manager would not let me wear the ring Darcy had ordered and there was nothing I could do but wait. I decided to let it go of the issue because my fiance got deployed for 6 months and waiting for a new ring was the least of my worries, even though I was left still wearing a ring that was missing two diamonds from the halo.

Ring 4, mid October: Cory called to tell me my ring was in. How could this be when I know it takes 2 months? I arrived to get the new ring. I mentioned it came quickly and Cory told me that it had come from another shop. The diamonds were pretty but I was concerned that it was going to be another issue like the one I already had, but decided I really had no choice. I went to put the ring on and found out that it was too small; it was a 4.5! I was shocked. Cory had ordered the wrong size!

I asked him to please order me a ring like he originally said he would do. He told me no, that my only options were to keep my ruined ring and have it repaired, keep the ring Darcy had ordered with bad diamonds and have the diamonds switched out from the ring I currently have, or have the ring he ordered in the wrong size stretched to fit. The problem with each and every one of these choices is that I have been informed the ring would be compromised. I started crying and got quite upset. Cory told me to leave or he would call the cops.

I tried to argue with him with no luck. He just kept getting more upset. I kept telling him that those choices weren’t long term fixes. He informed me that no matter what, my ring would be losing diamonds because of the way it was created and to just deal with it. I kept arguing and mentioned I had gone to see a jeweler who also concurred with Darcy and Melissa. He actually told me that Darcy and his manager had lied to me about sizing the ring and about switching out the diamonds. That he does it every day without issues. He actually told me the other managers had lied. I couldn’t believe it! I asked for his manager’s phone number and got it.

Before I left, Siada walked by me and said she was sorry but there was nothing she could do. He kept threatening me and even picked up the phone to call security. I left the shop very pissed and then came right back, put my ring with two missing diamonds on the counter and asked for my money back. Cory said no and asked me to leave. At that point I went up to a couple who had been watching the show and I mentioned this was my 4th ring and Cory was attempting to give me a bad ring and screw me over AGAIN! I told them Siada was an amazing sales person but this store was one of the worst I had ever worked with. That the manager had ordered me the wrong size ring and expected me to still take it or take rings that were either bad quality or had compromised bands, and when I expected him to provide me with viable options he threatened to call the cops. Then I left.

I called left a message for Melissa the district supervisor. I also left messages for Darcy with and neither of them called me back. I waited and tried to be patient hoping they would return my calls and deal with this properly. After a few days I still had not gotten a call back. On October 21 I called and asked for Darcy and was told she was on vacation, so I asked for someone else. Amanda was the one to get my call and she heard me out. She apologized and said she would fix it. She left a message on my phone telling me she was dealing with it and had put calls into the district manager and was trying to reach the Kay in a different mall to have a new ring sent there. She also said she would follow up the next day. She never called me back. October 31, I have tried and tried to reach Amanda since, leaving multiple messages and have not heard from her since. It has been 10 days now.

Cory called me last week and said that he had stretched the 4.5 up to a 4.75 and that it was ready. How am I supposed to take a ring I KNOW has been compromised and why am I expected to put up with being treated horribly? My fiance and I have spent nearly $8K there in the past year and still have a $3800 wedding band to purchase. I realize this is chump change to a company as large as Sterling, but how is this ok? How can they just leave a couple with horrible options? How am I supposed to go the next 40 + years with rings that continually lose their diamonds? I called and tried to reach Amanda again. I ended up not being able to reach her and asked for her manager. She had left the office so I left a message for Heather who is supposed to be the manager of Darcy AND Amanda. I am awaiting a call back.

November 1: Called and got Fred who told me that there was not a supervisor available at the moment but a different Amanda had just emailed him telling him that either her or Heather would be calling me back on Monday. He was unable to give me Heathers extension. I asked him if he could help me and just let me return the ring. He is unable to because I have gotten management involved, it is now theirs to do with as they deem correct. November 3, Amanda (different Amanda) called. I had to go through the ENTIRE story yet again. She tried to offer me an upgrade, and other things. I continually stated my case of being mistreated and asked for a refund. In the end she said she has to talk to her boss but that is against their policy because it wouldn’t be fair to their other customers. She promised either her or her assistant would call me back tonight with some information.

When she called me back she told me she was unable to give me my money back because it wouldn’t be fair to their other customers! She asked me to please allow her to make it right and that there would be compensation included due to the issues we had had. She told me to take my ring with the missing diamonds into Jared’s and have them replace the missing diamonds and that she would be ordering me a new ring in a 7.5 but that it would take 2 months due to the holidays. Ring 5, December: I went to the new Kay jeweler to pick up my ring- finally- just to find it was TOO small again! I called Amanda and was promised it wouldn’t happen again.

Ring 6, Feb 7: I picked up my ring. The halo diamonds are smaller than the other ones had been and there are a few dark diamonds. But I took it because it fit and I hoped Amanda could help me out by fixing the dark diamonds. At least the center diamonds are nice. Feb 9, Amanda called. I told her about the halo diamonds and the dark diamonds. She told me to go into Jared and have the diamonds switched out. She offered me $300 compensation for the issues I’d had. Seriously?! We have spent nearly a year trying to get a decent engagement ring and she gives me $300? Feb 10, Sarah at Jarod said they can’t fix the multiple dark diamonds because it would ruin the setting. So now I am stuck with this ring that has bad diamonds in it. I will gladly remove this review if the situation is rectified and handled properly. At the moment I am calling my lawyer and will be looking into my options.

About 8 months after we got married a sapphire fell out. No big deal. Took it in (this was in November 2013.) Was told I would not have it back for our first vacation as a married couple so they suggested I bring it back in January after our Christmas vacation introducing my wife to my extended family. Took it in in January 2014 did not get it back till late March early April, because they lost my ring at the store and forgot to send it off. Then sent it off and had nothing done, sent it off again and the repair shop lost it, then they found it and didn't have the "right size stone", promised to overnight it and forgot to do that as well. When I got it back the stones are not the same size. One of the tongs is almost nonexistent. Another one is raised and catches on everything. Took it to another jeweler to look at and they found many issues in the repair, quoted me around 300-450 to fix it but they won't really know till they do it because it’s so messed up.

Today less than a year later the band split in half I'm assuming where they sized it. I am soooo furious. I'm not even getting into all the issues I've had with customer service at the store and on the phone. For all the issues I had last time I was given $50.00 after not having my ring over 3 months. While I was still making payments. I do not want to take my ring back to Kay's because they will either lose it, have it forever, or screw it up even more. Worst quality and worst service ever... This ring is less than two years old. Tell everyone how awful Kay's is. I will use local jewelers or pay the extra and use someone else because Kay's is total crap. Cracker Jack box rings are more sturdy and the box it comes in is 1000 times better at customer service.

I drive 42 miles, excited to get my ring back only to see that the stone they replaced, was a totally different shade than the rest of my diamonds. It stuck out like a sour thumb and I cannot believe they let it leave the repair place like this. I know they would never put it in their show case like this. I have called corporate head quarters two times now. The first supervisor I spoke with was very rude and told me it was "normal for my stones to come loose when I chose to wear it all the time.” And said there is nothing else they will do but repair my ring. I asked to speak to someone higher up than her and she said no one was available and I could leave a voicemail. I did and no one returned my call.

The second supervisor I spoke with today after wrong color diamond incident offered me a 100.00 gift card for their mistake. I am just beside myself. I love my ring and that is why I picked this one but Kay's does not stand behind their work. I don't want this constant trouble or worry of always having an issue with my ring. I just want my money back! I feel like I have been sold a lemon! I will never deal with Kay's again!

In November of 2014 we went to your Rockaway location and this was the beginning of the poorest level of customer service from a sales rep there who clearly is more concerned with her commission than following up with correct information and false promises. My husband purchased a $2,400 tennis bracelet for me and an over $700 Movado watch for himself. The watch was tight so the rep took 2 links off another style watch so he would wear it out and PROMISED him that she would call in 2 weeks once the order for new links shipped to store so she would replace the mismatched links. Weeks passed. I went to store after over a month and confronted her politely. She remembered me and asked how I liked the bracelet and assured me she would call and find out why it had not been shipped then get back to me. I found it odd she did not write down my phone # or my husband's Kay's account # or contact number but left in good faith.

My husband went to store location a few weeks later (reminder, this was promised to us in Nov 2014) to get his ring cleaned and was again told it would be looked into, no update yet. My husband went back to store to purchase my one year anniversary gift on January 15, 2015. He again was told by rep, "nothing yet," and now was not sure if they would even send separate links. What? No resolution yet? Despite this my patient husband bought me a Neil Lane Diamond and Onyx ring and was promised the sizing would be free, the ring was a 7, I need and 8.5. He purchased insurance plan as we have on all our pieces and gave it to me. The very next day I went to your Livingston location near my workplace and was sized and promised ring back by Feb 5. Today a rep from that store told me that because Neil Lane are custom made they can only be sized 1 size up and I would have to come back and pay 20% down to cover cost. What? I am so beyond disgusted. While I would have appreciated being told this when I dropped it off for sizing, I am beyond frustrated that this was not disclosed to my husband at the time of purchase.

We will be returning ring this weekend and will get it removed from our charges for a full refund. Not only have you lost this family as customers I will share this experience with family, friends, coworkers and everyone I know that is considering a purchase at Kay's. It is a shame that misinformation, lack of follow up and resolution and poor customer service exists at your stores. I will have to deal with my limited interaction for the life of my jewelry for inspections and free cleanings since we are insurance customers as well but that will be the limited experience from this point with your stores. I am sure I am not the only one with these experiences and from now on we will buy our jewelry elsewhere even with Valentine's day coming up.

Well 6 weeks go by and one day I get a phone call from the local Kay's and the lady says they found a stone with a small chip in it and it has to be replaced before they will reset the larger stone, which the warranty does NOT cover and will cost $1,800. There was nothing wrong with that ring when Kay's took possession of it except for the loose stone I wanted reset. Basically they said they wouldn't touch it unless I spent $1,800 more with them. I call that a scam when you're held over a barrel and they give you no option but spend money.

Kay's took possession of my ring and said they'd fix it. No one keeps their word anymore. I'm scared now that I won't even get the same ring or stones. I called their corporate office and basically got nowhere. They admitted that the woman at the local Kay's screwed up but they refused to make things right. They also refused to let me speak to a supervisor. I'm just sick that greed is more important than their word.

To spend another 400.00 dollars - I would then have spent 800.00 for a 400.00 dollar ring or as they wanted me to purchase a 700.00 ring of gold. I would have spent 1100.00 dollars for a 400.00 ring. They do not stand behind their work. I have had and still have 50.00 dollar sterling ring that I have had for over 40 years that are in good condition. What is wrong with their work? I do say something is!!!!!

I was given a beautiful onyx ring. The onyx cracked on two occasions for reasons I don't know. I paid for the repairs. The third time, I did damage the ring and it cost me for a replacement. Unfortunately, the replacement was defective and the bonding agent failed. The onyx fell out. This was clearly a manufacturer's defect. They refused to have it repaired and told me it would cost me $125.00. So I will have a useless ring now. They would not back up a clearly defective product and how the stone was held in. Well, I would not have imagined how shoddy it was.

On finance, I had an account, even made payments ahead of schedule, but they called to tell me I had to make additional payments even though I was no way in default, in fact paid ahead. They then threatened my credit rating. I went into the store, paid off the remaining balance well ahead of the scheduled end date and I cut up that credit card right there on their counter. Just remember, every "Kissoff" begins with Kay! Go somewhere else, preferably a local store.

My ring was retailed at over 6k, but we paid half that and we weren't willing to either buy another piece of jewelry there nor were we willing to get a ring that is half of what mine is actually worth. The store manager wouldn't even come to talk to us. The Sioux Falls, SD store manager needs to learn customer service and teach her employees! I've been in customer service for over 15 years and this is the worst I have ever experienced and will never buy another piece of jewelry or recommend Kay's to anyone!!!

I told her I absolutely would not pay that for a 4-month old watch, especially to be "cleaned up." I have made several purchases at Kay's and never really had a problem, but this watch was a gift from my 2 daughters that I know saved a long time to buy this for me to only last a short time. I will advise friends, family, and coworkers of one the country's largest hospitals to go elsewhere. I'd they want quality and a company that stands behind the merchandise they sell.

Now I dropped my ring off 12/23/14, it arrived 1/13/15. I picked it up today 1/14/15 and not only did they fail to tighten the diamonds, the replacement diamond-- it's extremely small compared to the others. But wait it gets better, on the side band 7-8 of my diamonds look as though they had been replaced. I immediately pointed this out to Lynn the Manager. She asked to see my ring and put it under the scope. She then stated "wait your diamonds are all different sizes." I then said they weren't like that when I brought to them in July. She offered to send it back and stated that the repair company sometimes adds additional gold to help the prongs holds the diamonds. Pissed off is an understatement-- my ring is ruined. I called their customer service today and I'm waiting on a response. DO NOT SHOP HERE, horrible service. Luckily I took photos of my ring the day the stone came out, as well as pictures of the aftermath, by far the worst company ever.

My ring cost 6k dollars and I expected better customer service. Manager of the Bakersfield store, Carolina, kept repeating herself. When I contacted customer service, all representatives I spoke with had already been informed of my situation and I felt like they were all against me and had already decided what the final answer was going to be. Two days ago, saleswoman Jacki, told me that I couldn't return the ring if that would make me happy. However the company will not honor what their employee claimed. I will never make another purchase at Kay Jewelers and recommend others shop elsewhere. Quality is poor and their jewelry is extremely overpriced. Worst customer service ever.

Then ** as well as ** explained that they would not be in today but "maybe" Monday in which ** the manager stated she doesn't know the USPS delivery hours and didn't really sound confident of when they will be in. ** also stated she "left a message" that stated the delay and I simply tried to explain no one followed up or actually spoke with me. While speaking with both employees and simply trying to explain what the receipt stated as the "promise date" and what I was told at the time of drop off is not what was being told to me today both continuously spoke over me and ** kept saying call my customer care team. I am of course upset because my diamond earrings are somewhere and not ready for pickup today which I will be glad to send a copy of the receipt that shows the drop off date 12/11/14 and pickup date 12/27/14 as the "Promise date" from Kay Jewelers and the employee who took my order. I would expect good customer service and reliable information from any jewelry store where I have spent my hard earned money at and not be told to just call the customer care department.

This really was unprofessional on behalf of your employees and Kay Jewelers as a corporation. In the mean time I have to wait around for USPS to deliver my earrings then pay you guys for the lack of communication, horrible customer service and work on my earrings to have the screw on backs put on. I assumed it was a simple issue to have that done but I will just have to keep that in mind when I want to make another purchase of diamonds, watches, or any other jewelry. Happy holidays and thanks for making someone feel small and unimportant. I will make sure I follow this up with someone who will hopefully make a change with the customer service at Kay Jewelers.

Over the years, I have spent many of thousands of dollars at Kay Jewelers. I promise you that I won’t spend 1 cent there ever again. I will spread the word with family and friends as well. Their customer service sucks and they won’t stand behind their products even after they break them. Kay Jewelers, SHAME ON YOU!!!!!!!! You need customer service training Ebony, 'cause you suck too!!!!!!

Instead of fixing the ring for free, they wanted to charge her on top of the ungodly amount they had already paid for insurance. They said they wouldn't do anything until the diamond had already fallen out and then they would charge her to send it away for repair anyways. Either way, they wanted even more money.

The funny thing is we were about to buy a second ring there. We walked out. Kranichs next door fixed it in their store for free. We bought her a new ring at Littman's because their insurance actually covers repairs and she isn't even required to make bi-yearly trips an hour away anymore. They also do repairs in the store. Useless protection policies, rude employees, total SCAM. Go somewhere else and save yourself the hassle.

We are working with a local news station to expose their failures and they should be receiving a lawsuit from me about the same time the news story airs. The Kay that lost my ring was in Superstition Springs Mall in Mesa, Arizona. The manager's name is Kasha. To the customer service representatives that keep contacting me in response to my reviews: I will continue posting about your negligence on every review, website, social media, forums, scam sites, and in your retail stores turning your customers away one by one while you sit there trying to wrap your small minds around a simple solution that a kindergartner could come up with during snack time.

On Nov. 20th we called since we had not heard from them and they found our ring in a drawer and it had not been sent out. The manager said she got busy that day and forgot about it and did not send it out for sizing. We finally received the second ring on Dec. 10th which is 2 months past our wedding date when it was originally promised to be in our hands Oct. 10th. I asked the manager if there was anything she could do extra for us for all the trouble and she said she would see what she could do but in the end never offered anything but more excuses and an apology.

We now, obviously, understand that this manager at the Minnetonka, Minnesota Kay Jeweler location was only interested in the sale and must have known the rings would not be in by our wedding but led us to believe they would be. We felt lied to and experienced very poor customer service by their manager. I do not recommend this location!

On December 1, 2014 when I went to the store to try to pick up my unrepaired ring, I was informed that it was sent to Sterling Jewelers less than 1 mile away. After placing a rush order on getting my ring back, I was informed on December 8 that my ring was still not sent back to the store. I was promised that my unrepaired wedding ring set was going to be returned in less than a week. Today I called Kay Jewelers headquarters, Sterling Jewelers and I was told that they could not contact anyone in their repair department to locate my ring. Out of two years of marriage I was only able to wear my ring for a couple months without any stones falling out. The rest of the time it's been in Kay Jewelers repair shop off and on for the past 18 months after multiply stones falling out.

Our anniversary is coming up this month and all I wanted is my ring returned so I can take it to another jewelry store to get it repaired before our second year anniversary. I do NOT trust Kay Jewelers to repair my wedding ring set when they cannot even manage to return my ring back to me. My two ruby stones fell out on two different times, documented on 2/12/13 and 12/03/13. The main stone, the 1 CT marque diamond, fell out on 3/26/14 without any warning or accidents. A person witnessed the 1 CT marque diamond ring intact on my finger 1/2 hour before I noticed the 1 CT diamond missing from my wedding set. I immediately called the store about the missing diamond and drove straight to the Summit Mall Kay Jewelers store.

At Kay Jewelers store, I had a lot of difficulty taking off the ring even after using their glass cleaner. Once I finally was able to remove it the ring was bent out of shape because the 1 CT diamond in the set was missing. Susan the sales person who originally sold us the ring immediately started accusing me of putting my wedding band set through the garbage disposal or driving my car over it. The ring was still on my finger upon arrival without any broken bones so I doubt the accidents happened as I was accused of... I think I would have noticed. Then Susan proceeded to photograph my ring and saying that this would not be covered because according to her it was not normal wear and tear. I started crying, I was so heartbroken and traumatized over Susan's accusations and losing my 1 CT diamond stone.

On 3/26/14 was the last time I seen my wedding ring set. On 12-1-14 I was told my 1 CT diamond was not going to be replaced because it was my fault for losing it. A rush order was placed and I was promised my ring would be returned in a week. On December 8, 2014 I called and was informed that Kay Jewelers store still do not have my wedding ring set. After calling Kay Jewelers headquarters, Sterling Jewelers and speaking to the manager Alex, I was told that he could not contact anyone from the repair department to get information on my wedding band set. I have finally contacted Better Business Bureau and filed a complaint.

By July of 2013 (4 months after purchasing) I had lost my first diamond in the ring & had to bring it in for repair. Again, on June 2014 a diamond falls out & I bring it in for repair & now again in November of 2014, they discover a diamond is loose on my wedding band, upon my 6 month inspection & need to send it in for repair. In the less than 2 years I have been married it has been off my finger for a total of 10 weeks due to poor craftsmanship in their jewelry & their need to send everything out for repair.

With all of this said, I trusted Kay would fix the ring and maybe strengthen the channel setting or secure the diamonds more than what it was originally (which I asked for repeatedly), however, all they did was either replace or "secure" the diamond & send it back. Each & every time I walked into their store for my 6 month inspection, I had all my paperwork with me & asked them to inspect it, trusting they would document in their systems that I had been in. I also openly admitted that my husband never told me for couple of months that it needed an inspection every 6 months & apologized & vowed to follow all the rules from then on, which I did. So for all you ladies that get a Kay's box as a gift - bring it in every 6 months or else you will have to battle & battle to get anything done! They are extremely quick to throw the warranty in your face, regardless of you being the customer... And they don't handle problems with their jewelry or customers well at all..

By the 3rd time of my diamond falling out I became completely frustrated and upset and stated that I want the ring fixed completely & that just sending it in twice a year for the rest of my life wasn't good enough for my wedding band and that they needed to make it right, but they wouldn't. They blamed me for possible misuse of my ring ("Did you bang it on anything?" - Who would ever say that to a customer?), they have thrown their warranty in my face each & every time and have told me that I am expected to come in every 6 months with all of my paperwork & that is why this is all happening. (Mind you, I have been in every 6 months with my paperwork but since their associates never documented my visits and I have no paper trail provided by them, it's become he say/she say). So create your own inspection report and have their associates sign it each & every time you walk through that door. Always have a paper trail on you at all times when dealing with them because you do not matter as a customer when things go wrong with their products and you will always be to blame for it.

I have now spoken to their associates directly, the district manager and for weeks on and now I am dealing with their "customer care" team who has pointed the finger at me for the problem & have never addressed why this is happening, why my ring weighs less & how to fix my original ring that my husband placed on my finger on our wedding day - they state that a "replacement ring should alleviate any issues" I am having with my original ring. However, IT DOES NOT & now I am being told by a reliable jeweler not to wear my original ring - to get the replacement because my original will continue to lose diamonds since there is nothing securing the diamond that keeps falling out, it's not a solid metal they used to size it and it has scratches & damage to the metal from whatever tools they used in repairing.

Turns out, ALSO, that my wedding band should weigh "approximately 3.7 DWT", as per the GSI Report of Authenticity, and it now weighs 2.4 DWT. So all along I have trusted this company to repair my precious wedding band & have trusted that everything would be done appropriately and it hasn't been. So my original concern of constantly losing diamonds has now turned into what metal is my 14 karat gold ring with a weight of 3.7 DWT mixed with when we purchased a $2500 14 karat white gold Leo diamond wedding band. IF my GSI Report of Authenticity states that my ring, in a size 7, should weigh 3.7 DWT, how would my size 8 ring now weight 2.4 DWT?

And this is just the beginning of what I have gone through, from the level of customer service (which is horrendous) to the Store Manager keeping my original bill of sale unnecessarily, to their system records not showing all of my information of how often I have been in there (which I believe the associates in that store have something to do with - mainly the store manager Liliya) but my biggest concern right now is trying to uncover exactly what my husband purchased when he thought he was buying me a 14 karat white gold Leo diamond band for our wedding. I am slowly chipping away at uncovering who regulates these jewelers, so if anyone has any other avenues for me it would be greatly appreciated. Until then, I have already warned "customer care" that this isn't going away until I hear from upper management via e-mail, since again you need a paper trail with everything having to do with them, as to why my ring weighs so little and explains how all of my records have disappeared from their in store systems...

Original Review: Nov. 19, 2014

I bought my ring a few years ago and I just had it resize down a size and sautered to my wedding band this September we got married Oct 4th and it came undone about a week ago. I looked at the back of my engagement ring and noticed how much thinner it was and that the gold is different in the middle back and looks really bad. I brought it into the store to show them and she took out the ring from the counter to show me that it would be the same and it was far off much different and then she said it was from wear... that is untrue as well. Just looking at the back of it shows that this is not normal wear.

I asked if they could fix it and she said she doesn't know how much they would charge me for this. WHY would I have to pay for something that they did? I have asked a few people what they thought and the overall answer I got is that they have heard that Kay takes gold from the rings and that's why they do not shop there. I think that is crazy but it did happen to me so now I do know it’s true. I feel ripped off and I feel like my ring is junk now. I will not be shopping with Kay again.

Then one day at work while I was typing, I looked at my ring and had just seen that a diamond was missing! I had to take it back to get a diamond back on and after another long wait, I went in on the "promised date" but told me the ring was not ready. No phone call, no email. I waited another two days or so and my ring finally came back in. After one week, I started noticing that one of the prongs on the side of the ring was scratching me so I then had to take it back in! They examined the ring and did see that the prong was sticking out so I had to wait again to get my ring back. I told them I am not happy with all of the trouble the ring has caused me in no more than six months.

They finally negotiated to customize my rings for me as an exchange which was more than reasonable considering such little fingers I have (3.25). I agreed to the terms and they took in my ring to fix the damaged prong. I finally got it back. It is a little better, but guess what? Compared to before, the sides of my ring are smaller than the actual shank. More gold taken off. It's barely noticeable but I noticed. It's my ring and I've dealt with this before. I took my ring in to get a prong fixed and gold gets taken off? I'm overwhelmed by this. I'm glad I'm getting the ring exchanged, which takes about two months but it does not give any right to take the gold that I am and have been paying. Super dissatisfied.

I went to the store and found that the necklace was, what they called repaired, but the necklace was still bent and either white gold or solder was used on my yellow gold necklace. Because I took the necklace from the store in one piece there is no chance of a refund for the repair according to C.S. I took it to another jeweler and they told me the necklace should not have been repaired in the first place because of the wear on other links and it would be very pricey to insure the other links wouldn't break. I contacted C.S. again and waiting on a reply at this time. Remember Every KISS begins with a K. or forget about Kay!!!

I also took my ring to get re-size and went the two weeks later to pick it up like it says on my receipt, the ring was not there. They promise me it will come in later and it didn't. A day later it's still not there. Ridiculous!!! They have no idea when my ring is coming in. I explained to the lady on the phone how it was suppose to be there yesterday and she caught an attitude with me. They are the nicest people when you are ready to buy. But after you buy they don't give a sh*t about you. If I knew this before I would NEVER had went there. I will never buy anything at any Kay ever. And when people ask me about my ring I simply tell them DON'T go there. They are LIARS!!! I wish I never went there and regret being their customer to begin with.

We started this process last November 2013 and had planned to get married in July of 2014. We had to cancel our wedding plans in Gulfport, MS. The work done of my ring is ok work, but when you look at the ring, the mounting looks like it was plopped down onto the band. It does not look finished. I am trying to see if I can find a local jeweler that would be willing to make some changes to it. Any recommendations out there??? I do want to give kudos to Adam, Kendra, and Codi!

What I find ironic is that when you call customer service, they ask for name, DOB, SSN etc before they will even speak to you but yet will obviously let anyone walk into their store and make a purchase without any questions - that is unless it is the actual cardholder! I was in the store one day and saw a watch on sale. Was going to buy it but they would not let me charge it by showing them my ID and them looking up my acct number. I live an hour away so running home to get my card was not an option. I have a balance left of approx $232 which they can stick where the sun don't shine!!! If you are smart you will stay as far away from Kay's as you can possibly get. They are crooks!!!

The extended warranty ONLY covers chain REPAIR not replacement and if i would like a new chain I can purchase one for $40. And as for the expensive part of the necklace, the pendant, if that is lost due to a broken chain I was told i am out of luck and would be able to purchase a new one for $99. They will not replace that part even if it is on a faulty chain given to me by Kay’s!! RIDICULOUS!!

I had the chain sent in to be repaired, since that was my only option. The man that helped me never told me how long it would take, where it was going, anything. I got a call a week later, I went and got it and the woman didn't even take the chain out of the bag to show me where the repair was and how it looked, I don't really think she cared. I got home and opened it up, the chain was damaged in places that it wasn't before (I have photos before & after the repair) and the chain looked overall unacceptable.

I wore it for a total of 2 weeks and the chain broke again in a different place, this time I was at work. Luckily, I found the pendant but the fact that it broke AGAIN tells me that Kay's, in fact does not care about the quality of the chain. It seemed as if they just 'repaired' the chain so it was wearable again. I didn't even own this necklace for 6 months and it broke TWICE!! I have purchased $10 necklaces from Target with chains that have lasted longer than 6 months.

My boyfriend will never buy from here again, which is unfortunate because we would have purchased engagement rings and wedding rings in the future from here but now we will not. How are we supposed to invest thousands of dollars into your Jewelry when you can't even sell me a $150 necklace that will stay in one piece for at least a year?! My family has done lots of business with Kay's in the past and it is a true shame that we no longer trust them for our jewelry. As for their customer service, I cannot believe the way I was treated as a customer at Kay's. I would never treat my customers in this manner at my job & would never suggest to a customer to "just purchase a new one" when It was my product at fault. DO NOT SHOP HERE.

After my rings had been in the case in a drawer for 5 months I finally got to wear it! I was so excited, well go figure, a diamond had fell out of it after 3-4 days. I took it back to complain about only having it for a few days and that a stone had already fell out. They had nothing to say other than "we will rush it to get fixed." I haven't even been married a week and again I don't have my rings. Two weeks go by and I get the call that my ring was in, immediately I went to get it. A few days later I get a phone call saying I needed to bring it back in because there was a mix up, I told them I would when it was a convenience for me.

Three months go by and I finally got around to taking it in. They took it, cleaned my engagement ring, gave it back to me with a different wedding band, and were sending me on my way. I immediately stopped and noticed that the band was smaller and that my ring looked 100% different. They then began to tell me that the jeweler sent me the wrong ring by accident, a ring that was 1/2 ct. bigger than what I had purchased and that it wasn't their fault. So here I am, completely upset and disappointed because I've had a bigger diamond weight for the past 3 1/2 months, to now a ring that I am not comfortable with. They told me I could call customer service if I had a problem, so I did.

The lady I spoke with so beyond rude and unsympathetic. She said there was nothing she could do. So if I would have never taken in the ring this wouldn't have been an issue. Furious, I go home and research reviews for Kay's just to find out this was not the first time it had happened. They go from losing a ring, to damaging rings, giving customers the wrong rings, to just downright terrible customer service. Even their Facebook page has nothing but bad reviews and negative comments, the list goes on and on.

I really wish I would have known about them before we trusted them and purchased from them. And the fact that I have to give them my service every 6 months to get my ring inspected so I don't lose my warranty literally makes me sick. I refuse to give them another penny and I'll make sure I spread the word about how horrible the business is, and how poor the quality of their customer service is.