Kay Jewelers Reviews

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.

So after it being sized two times and both times were wrong and them having my ring for the first four weeks of my engagement, I had to go somewhere else to have it properly done. They added two gold balls to the ring which keeps it from turning and falling off my finger (they did it in the store while I was there and they look like they could be pulled off if necessary if my finger gets smaller or bigger). Now my ring fits perfect thanks to the other company who fixed it properly, but now a diamond fell out and Kay Jewelers is saying because of bringing it to another place they can void my warranty when it is Kay Jewelers product that is falling out not the other Company's. So they feel like I should keep paying for their mistakes.

I highly recommend that NO ONE uses Kay Jewelers as a jewelry store. I would have never thought of having so many unhappy tears over my engagement because of Kay Jewelers when it should have been the happiest time of my life. I'm still dealing with this issue and hopefully the company will handle it. I will keep fight for us people who are being taken advantage of by this company.

Fast forward to present day August 2014, my wife noticed her diamond was missing on her ring as we were heading to the grocery store. So we called Kay and stated what had happened and their response was "as long as you had an inspection performed within the last 6 months you're covered". Well we did, we had the wedding and engagement ring soldered together 5 months earlier however, they couldn't find my service receipt in their computer. After a few days of back and forth phone conversations they realized they had misspelled my name and that's why they couldn't find the service paperwork. Needless to say my wife was happy and so was the associate on the phone and of course, me.

I then made an appointment to have my diamond replaced, went to the store to drop off my ring and have the associate send it off. Then he told me the size of the replacement diamond (.80 ct), and I told him it was a 1.28 ct. He then asked if I had upgraded the diamond, I explained the story to him and he stated that if I didn't buy the diamond from Kay it wasn't covered. Surprise! At no time was that ever mentioned, again the associate told me when I bought the ring it would be covered against loss, theft etc. At no point in time during the inspections/cleaning of the ring did anyone mention "that diamond is not ours and is not covered", there was no "exclusionary clause" in the paperwork stating that it wasn't covered and during the inspection no one ever stated that the diamond wasn't inspected because it wasn't purchased from Kay. I don't think they realized it wasn't their diamond because it obviously wasn't in their records. I was just told to "bring it down and we'll take care of it".

Only now they're telling me "it's not covered, that's our policy". I asked them "where does it state that", "It doesn't, it just is and always has been." So now they're telling me there is nothing that they can do for me except give me a gift card and try to work on a discount at their store. Really? SO I'm going to be charged double for a diamond and that's all they can do and a gift card to Starbucks! Now I'm getting ready to go on a cruise that my wife and I had planned as part of our late "Honeymoon". So now my wife has no ring, no help from Kay other than a "gift card"! I'm sure you can imagine how fun this trip will be if Kay doesn't replace the diamond as was promised when they made the "hard" sale!

After much arguing, they then had the nerve to tell me that the chain was not even under the warranty, that I purchased it separately, but it is clearly on the original receipt. When asked then why did they repair it 5 other times, the customer service rep (haha) said she could not answer that and that they should not have. I still can't believe they would not replace the chain. I have spent about $4,000 dollars with this company over the years and was about to buy a Chocolate Diamond Ring for my wife for about another $2,000 dollars.

This company charges customers for extended warranties but will not honor their commitment. I find it really hard to believe that a multimillion dollar company will throw away good customers and future sales over what might have cost the $100 to $200 dollars at most to rectify. I guess because they are nationwide, losing one customer here or there does not bother them. Not only will I never purchase anything again from this company I will not even walk thru their doors.

Again, they called after the three weeks saying I could come pick it up and I did. I wore it for another month when the back broke again. I returned to Kay's with the ring and they said they would custom order me a new one in a size 6. They said I could keep the current one and that the custom one wouldn't be in for two months. I couldn't wear the one I had seeing as it was broken, so it sat in a box in my room for two months. The last week of March, the custom one came in. I went and picked it up and returned the old on. The first week of July I noticed I was missing three of the blue stones, I brought it back and they told me they would send it out to be fixed. They gave me a promise date of August 6th.

I went to pick it up and they told me they did not have it. That they would call the main shop they sent it to and call me later that day and let me know when it should be in. As of this morning (Aug. 8th) I still had not heard from them. I called and they said it still wasn't in and they would call the shop and then call me right back. This time they did, they said that they just found the blue stones and it wouldn't be sent to the jewelers for them to put the stones in until Wednesday (Aug. 13). They said that it would at least another three weeks until they had it back for me. As all of this has been going on, they have had the ring more than I have, and my boyfriend has still been paying the monthly payment for the ring. I have had the worst experience with Kay's and would not recommend their business to anyone.

An employee John was extremely kind, helpful, and apologetic. Not his fault... I get it. He offered/took the ring locally and got it sized while we waited at the mall about 45 min to an hour. The manager Kristen on the other hand, acted as if they were doing us a HUGE favor already by getting it sized locally for us today. HELLLOO, "You can call customer care on Monday, but we are already correcting the problem", REALLY?? She should not be in charge of anything involving any type of customer service, PERIOD!!

On top of it all, my "white" gold ring is now yellow gold after only 2 weeks of wear even with taking it off to clean etc. Don't even get me started on how well their silver jewelry holds up, if it is silver DO NOT BUY IT. It turns so fast you'd think that ** wasn't even real silver. This set I have now doesn't even look like it was sized but special ordered in my size and yet they told me special order would take 2 months and I got these in 2 weeks. They will screw you any way they can. It's really that simple. I wish I bought the first ring I had to trade in at Zales instead of being stuck at Kay's. Not 100% if Zales is any better but Kay's has some seriously sketchy stuff going on.

Then months later since my fiance didn't buy the wedding ring and engagement at the same time... they wouldn't find the matching band. They said they would not help and brushed me off to the online/phone customer service. The online customer service and telephone people brushed me off to the store. I mean, come on, I want to spend a lot of money for a freaking ring. Can't you help me find it! They were completely unwilling. I am not sure if they are paid by piece they sell or hourly but my god. I got so fed up after two months of trying to get answers to find the matching band on my free time that I almost gave up on getting a ring for my wedding.

I called an outlet store in Gilroy, CA. Finally a nice gentleman was willing to help me. He kept calling special orders. This has been going on two months. The people would send a ring and it would be the wrong band but correct SKU. I drive forty minutes from where I live to deal with him since the people in the town I live in don't care about their customers. Since it took me too long to find the ring, all the rewards expired.

The whole situation is completely messed up due to employees not caring and a communication of business operations. For a girl's special day, this is the worst company to have the rings bought. I am in disbelief that I am getting married in a few days... I will not have a wedding band and that is all because of the incompetence and laziness of the store associates.

They completely destroyed it. They added gold to places where it shouldn't have been added. They didn't even fix the broken prong. They broke a small heart detail to gain access to the main diamond and repaired the heart so poorly it's jagged on top. It was perfectly symmetrical before and now it looks like a hammer and a 3 year old fixed it. It looks cheaply made and worst of all we paid a lot of money for these "repairs" with the wedding only days away. It looks pretty from afar but I loved the side profile before and now I have to hold back tears when I look at it. Absolutely beyond upset in what they did to my poor beautiful one of kind antique ring that was my fiance's great grandmothers. Plan on going to a private jewelry my mother recommended for repairs sadly after the wedding. Praying nothing falls out in the meantime.

I understand they can not change it to my current married name of ** but I can not understand why they can not correct an error they made!! I called Kay's 1-800-527-8029 on May 8 and spoke with Michael, then was transferred to Laura ** and was told she would check into it and email a reply. I never heard anything from her. May 18, I called Kay's again and spoke with Kathy ** was told they can not change it. I told her I had "spoke with Laura who was suppose to get back with me", she told me she could transfer me to Laura's voicemail or she could send her an email. I left Laura another message. Why is it so hard to correct a mistake they made?? I really would like to have this problem resolved...

When I expressed my concern being that I felt they did not take any extra care knowing the sentimental value of the diamond they said, "Well ma'am, we see diamonds worth $60,000 here." I can't believe anyone would trust Kay Jewelers with any diamonds let alone $60,000 diamonds. Please please for your own benefit never go to a Kay's Jeweler ever.

1 year later, black coloring on ring was showing marked (unacceptable) signs of wear. We chose the titanium because of its durability! Store manager brushed us off and declared that warranty did not cover this. After much arguing, it was finally admitted that the warranty really does cover it. They allegedly sent the ring out for replacement (again). About 2 months later, we went to pick up ring and found that ring was never sent out! Store manager then had ring sent out and we picked that up a few weeks later on 4/24/2014. Today - 5/9/2014 the diamond strip fell off again! That's three defective rings in a row all in a 16-month time span. And shoddy customer service all along the way.

We're absolutely disgusted with both the product itself and the company policies that the low level store staff simply keep repeating. They refuse to actually deal with the problem and keep passing us off to the customer service 800 number. The store staff has absolutely no ownership of the problem and aggressively dumps us off to the anonymous 800 number. I've probably spent $15-25,000 at Kay's over the last decade or two. NEVER AGAIN another dollar spent there!

Last week, there were two small diamonds missing, and I finally demanded a new ring. I'm now waiting another week to get a new ring. Kay is trying to tell me that gold is "soft", and that's why I'm having all these issues. When you spend $5,000 on a diamond ring, you shouldn't have to be concerned about the diamonds falling out? My son is thinking of getting engaged, and we advised him to get his engagement ring from ANYWHERE but Kay Jewelers. It's ridiculous!!! If this happens again, I'll demand a complete refund.

After weeks and weeks of it being sent back and forth they finally at the end of March decided they needed to give me a whole new ring because it was unfixable. At this point, I was without my wedding band and engagement ring for almost 2 months. I received my so called "new" engagement ring early April. Well, a week later when I went to pick up my new wedding band, I asked them to clean my engagement ring so I can finally get a good luck of them together. The woman inspected it (which I found funny since it's brand new). She tells me that both side diamonds need to be tightened and there was gold all chipped on the sides of diamonds.

Outraged that my "brand new" ring had to be sent in again, asking what is going on in that department I got no sympathy over this situation. About two weeks went by when I got the call saying my ring was ready. I asked the woman, "is it finished??" I was told that whatever needed to be done was done (which means she didn't know) and that I had to come in and determine that for myself. So I was pissed. I went up there figuring it wasn't done. When I got up there and inspected the ring myself I realized it was not finished, the gold was still all chipped. After making a scene the manager that sold me the "new and improved" rings didn't even come over to me as she was trying to make a sell to another customer. I had to wait to speak with her.

All I got from her was it needed to be sent out and fixed and she was putting a rush on it to be brought back on Friday so I had my rings for Easter. That was yesterday April 14th. I told her I would never buy anything from this company again and that this had to be a sick joke. I never received any compensation for my trouble. I am going on 3 months now and still having trouble with my rings. I am so outraged that they did not offer any store credit and compensation to my husband and I for all of our trouble with going back and forth every week or two to pick up rings that were not finished. More importantly it is the same man, the same jeweller that is working on my ring. How is he still working on my ring when he can't get it right and or how does he still have a job?? Don't buy anything from Kay, you will end up regretting it!!

A few days later, and it had finally come in. We found out because we happened to be in town, and stopped by the store just in case. Fortunately, according to the lady at the counter, it just showed up that afternoon with the rest of the deliveries and they were just getting ready to call us. (I didn't want to interrupt her to tell her that FedEx does not have Sunday deliveries.) We took it and left. On the way home we realized that it looked absolutely horrible. They had stretched the band to the point that it was so thin and narrow enough that I felt it would break just from normal wear. The band itself had numerous visible dents and blemishes, and after looking at it in the daylight we saw that it was nowhere close to being round.

The guy at the store 'fixed' it by hitting it with a hammer, but even he could see that it was horrible. A call to customer service, and we were told they would instruct the store to order a replacement ring, brand new, and the correct size. We went to the store on the day the new one was supposed to arrive, waited for a full 30 minutes without one person being able to take care of us (they were all with other customers.) We left, to try again another day. We were called a few days later. The gentleman said they had received the ring more than a week prior, but that both of our phones gave them a "disconnected" message.

We went in to pick up the new ring, and were told by the lady at the store that other people had complained about being told "we tried to call" stories. We verified both of our phone numbers, and verified there were no calls to either of us prior to the one that day. She produced a plastic bag with... the wrong ring. She said the wrong one had been ordered, but that she would put out an "alert" and get the right one as soon as possible. (It is now April at this point.) I mentioned that the ring my girlfriend was a little loose, but that after seeing how poorly they handled one ring that there was no way I would take it to Kay to have it resized. She told me that if I took it somewhere else, it would probably void my warranty, but as long as I kept it to myself, she wouldn't tell anyone. Monday April 7th, she told us that the new one would arrive that week, Thursday or Friday (April 10th or 11th). Thursday - "It didn't make it on the truck, so it will be Friday or Saturday at the latest." Friday - "I don't think it came in today, but I am looking right now." Later on... "Oh, I just found out that they'll have to make it overseas. "

I called the customer service number to let the company know how their store was being run. I spent over 45 minutes on the call, most of it on hold. At the end of the call, the man I spoke with told me "The store has made an alert and are trying to get you a new ring as fast as they can. Is there anything else I can help you with?" Their customer service department is obviously only there for show. I had mistakenly thought they would be interested in knowing what the store was doing to the customers. The reality of it is that they simply repeat, word-for-word, what the store has already told the customer. (In fact, *I* told *HIM* what the store told me; spending 45 minutes on hold only to have him tell it back to me did nothing constructive at all. )

So now we are less than a month from the wedding. We have already purchased our wedding rings from a different jeweler, and now we have the unique situation of having the WEDDING rings before we have the ENGAGEMENT rings. And at the end of the day, there is no way to contact anyone at Kay Jewelers who can do anything to change the way they do business. The only people who receive customer calls are paid to keep the call from going anywhere.

Two to three weeks passed and I never heard anything from the store, so I contacted the store only to be told that the sales lady no longer worked at the store and she had NOT requested my trade ins back, so I had lost them and the only option I have is to purchase something from that store only for the trade in value given. I'm so angry and do not want to go into the store to deal with these people! I've called Kay Jewelers several times only to be told that I HAVE to use my credit in that store ONLY!!! The store does not have very good choices to choose from. I see other pieces that I like in other Kay Jewelers but I can't use my credit there. I return to the store where my credit is and they say they can order the piece for me, but I have to put it on my Kay's card.

I have been working with two sales girls and I love them....they have been very patient with me and do all they can to try to make me happy. The District Manager has been AWESOME and has done all she can do to make me happy but the only thing that will make me happy is allowing me to use my credit at any Kay Jewelers or Sterling Jewelers stores. Once I use this credit, I will never step foot back into another Kay Jewelers. I am so disappointed with how this has been handled at the corporate level. My hands are tied and I am at the mercy of the store here in Wellington. I'm praying a trunk show or something good will come along and maybe I can get a unique piece, but until then I just have to go into the store weekly to see what they have that might interest me.

All of this was happening under the authority of **. I was only doing as instructed. That night I documented the day's events, and the next day ** another Co-worker found my documents and told the manager what I wrote down. On the 18th, ** pulled me out of the store and gave a write-up that was false in nature. She wouldn't let me read it and was cursing and raising her voice to me in a public place. She forced me to sign. I went and called **, district manager, and reported to him what she was doing in the store. He assured me I was not going to lose my job because I did as instructed but that he was going to investigate.

After I called him, I went back into the store and was in the bathroom sick and vomiting. At this point ** came into the bathroom and we had a verbal argument and I thought we had worked it out. She shredded my write up and said we were starting over and that she just wanted all of it to go away. She edited my time clock on her own, reflecting a 30-min lunch I never took. She did this around the 18th also. On the 22nd of January, I reported for work at my scheduled time and ** met me outside the store and told me I was suspended with no pay pending investigation. I went home crying and thought **, the manager, had been in trouble also. He refused to tell me what the investigation was about and that I would hear from the HR department.

I heard from them six days later and found out I was suspended for supposedly saying something about a customer which was hearsay and not true. I reported everything I knew about the events leading up to my suspension and also wrongdoings that were happening within the store. I was then called by ** on the 30th of January telling me I was fired. I was fired for someone saying I said something I never said. She said he said high school behavior type stuff. The HR did an investigation on the things I reported to them and from what I can tell, Kay Jewelers does not care about the character of the people working for them. **, broke the law by working me off the clock. She broke the law by fixing and editing my time clock to reflect a lunch that I never took. She broke the company policy on so many levels and it's an everyday thing for her. She talks bad about the customers behind their backs and doesn't have a moral bone in her body. She steals sales from her employees to better her numbers and always has to be highest in sales.

I am a single mother of two kids and one of them is special needs. I am financially doing this on my own. ** and ** took away the only way I was supporting my kids. So basically I was fired by lies and deceit to hide the truth. So Sterling INC. I wish you luck with the people you choose to have in your stores. You fired a faithful, honest, reliable person with outstanding work morals and ethics for people who lie, cheat and steal. I received a letter from the HR department telling me they have found truth in what I reported but yet nothing was done. If they found truth and kept ** as the manager what does that tell you?

When I tried to fight this, they told me in the state of Oregon an employer can treat you however they want even if it means breaking the policy, and firing you for no reason. This is supposedly supported by the state of Oregon rules and policy, which means you have no rights in the state of Oregon as an employee. Could this be a reason for one of the highest homeless rates in this state? Or even the United States? If this is the truth, this explains why Oregon has one of the highest unemployment states in the United States. I am certified through the Diamond Council of America and have been in retail jewelry sales since 2001. I was also the top sales person in that store next to **.

I should have known better but then we decided to have a custom wedding band made since they did not carry a band that went with my ring and here is how that went. We sat down with a Kay employee and decided on a design. I supplied them with 6 diamonds and they were to add 2 diamonds. A couple of weeks later, they called my ring was in! So I pick it up I was so excited to see it that I didn't notice that it only had 6 diamonds till I looked at it again a couple of weeks later. My fiance called the store manager the next day and was told that they would only refund the price of one diamond stating that the ring cost more to make than originally quoted. I was never called or told this when I picked up the ring and doesn't anyone check the work when it comes in to make sure it is correct!!!

So now it's September and the wedding is in October. I was told by one of the sales girls to send my engagement ring in to get it coated or it would not match my wedding band at the wedding. She was also getting married and doing the same thing so I'm not the only person with so-called a skin pH issue. Fast forward to January I notice that a diamond is loose in my wedding band so I bring it back and they correct the problem or so I thought. 2 weekends later, the SAME diamond falls out!!! I dropped it off on February 18th along with my engagement ring to get coated again!!! I received a call on March 4th that my rings were in. My husband and I went there yesterday March 19th to pick up everything only to find that only my engagement ring was there, it takes us about 45 mins to get there. Waiting for a call today to find out what is going on.

I have so had it with Kay Jewelers!!! This was supposed to be such a happy time getting to show off my ring instead people ask me to see them and I have to say they are back at Kay's getting fixed again. It is so bad that it has become a ongoing joke with our friends.. Please I beg you DO NOT buy anything from this company or its sister companies. You will be sorry!!!

It took a few weeks to get the money back in weird payments. All we ever received was a sorry. I'm sorry doesn't take away my engagement excitement that has been taken away from me for the past month not having my ring. There was NOTHING they could have done to go above and beyond to keep us as a customer, because they never tried. I was never offered a wedding band for myself or my fiance in replace of the empty hands we had. We never received a discount on other merchandise or anything of that sort.

I am truly disappointed. Was it because we are in our young 20's and can only spend 7k? Why did no one want to truly help us work something out? Took our business to Jared and couldn't be happier. They will do anything and more to make sure what we are getting is quality and an amazing staff might I add.

So I contacted them again and asked what I needed to do next? They said I would be refunded my money in full within 3 weeks. 3 WEEKS! What the heck!! In my opinion 3 weeks is a long time to wait for the amount I paid. They took the money out immediately, so they should put right back in once they got the order back. I asked if I could just ship it to my home. They said, "You have to reorder it because once it is returned to us, we don't re-ship it." So now I am waiting on them. I will never order from them EVER again!! Oh and I had to keep contacting them, they never contacted us to tell us about our order being sent back to them once they received it. So horrible!!!!

I made payments regular and on time for several months until the balance was around $55. At that time, I paid the last payment in full, thinking I was done. This was in November. In early December, I began receiving a great deal of calls from Kay Debt Collectors. I spoke with one and told them that in my mind the card had been paid off and I would look into it. I could see the payment of $55 but it looked like it had been reversed.

The Balance was now $140! I didn't know why it had been reversed but in any event I went ahead and paid the $140. Within a few days, I began receiving more calls from Kay. I went to check online and the $140 payment looked to have gotten reversed also. I immediately paid it again, this time using a different method (debit card) and checked back in regularly to see if it stayed posted. It did, so the best I can tell is the prior two payments had a bad routing no or something entered.

So essentially, my final November payment was posted on Jan 2. I thought the problem was solved, until I got an alert in mid January saying that my credit score had dropped 55 points!!!! ! Although, I do understand that technically it was 30 days late but to me the fact that 1) all other payments were made on time 2) the debt is completely paid off 3) I stayed in communication with them and 4) it was a simple honest mistake that was quickly corrected should be taken in consideration. I highly suggest anyone to think real hard using Kay Jewelers, or at least their Credit Card. It has cost me greatly!! !

I called Kay and asked if there was any way to exchange just the chain for a small chain, and they told me no, sorry. But I could order another chain for $30-$50. I spent all of this money on a chain that's not even comfortable for my GF to wear. Thanks a lot, Kay. How do you do this to people! I also called the outlet and they told me I have to call the customer service number because they can't help me.

I was convinced that if my husband went back, they would work with him "adult to adult". He went into the store and started talking with a female salesperson. She said, "Let me check with my manager". At that point the manager hollered across the store, "I told that kid earlier it expired last night and he would have to pay for repairs". He didn't even have the decency to come over and talk to them as a professional. He finally came over and said, "Fine as a one time never again service we'll get it fixed but nothing more". Kay Jewelers - two thumbs down on customer service and product value/warranty. We will NOT be purchasing from them again!

So in November 2013 when another side stone fell out of the ring (yes, 2 stones in just over a year) and I took the ring in, I was quite surprised when they told me I would have to pay for the repairs since there was no record of my ever having my ring in to be fixed or inspected. I am now paying for a replacement diamond. The customer service representative was willing to cover half of the expenses, but not the whole thing. In addition to my having to pay for a fix that should be covered under the Warranty/Extended Service Plan, whatever it is, I have now been without my ring for OVER 2 MONTHS.

Because it was going to cost me something, I requested a phone call to know the cost before sending my ring in. I received this phone call about a week after I dropped off my ring, and responded a couple hours later acknowledging I would like the ring fixed. After 2 weeks (so my ring had already been at the store over 3 weeks) I called to see if it was in. The woman informed me my ring had never been sent out since "We did not receive consent to have it repaired." It is now 6 weeks later, and I still have not received a phone call. My husband finally checked, and the ring has been in since December 21. Never again am I going to shop at Kay's.

I went back to UP Mall yesterday to make the exchange - not prepared for the response I got. The salesperson this time told me the policy was no exchanges could be made without a receipt. I explained it had never been worn, was their merchandise, was a gift and was an exchange. I got nowhere with the company. Today, I got online to research the exchange/refund policy for Kay Jewelers. Nowhere is there a mention of requiring a receipt to make an exchange. There is no acceptable reason for any store to not accept their own merchandise back for exchange within a reasonable timeframe and it is unconscionable for a store to publish their refund/exchange policy online and fail to leave out the requirement of a gift or sales receipt in order to exchange merchandise. Kay Jewelers needs to get their act together with respect to customer care.

The associate who helped me when I came back apologized for it and offered to sale me a warranty and for more money than what I was originally quoted. I guess it is more if you don't buy 10k yellow gold. I bought a higher grade of gold. I told her no thanks, I will go ahead pay for it and let her also know, that this would be the last money they will make off of me and I should have been informed that there would be a charge. I told her it was "great to be a consumer" we can have the last say on the internet and we also passed four other jewelry stores in the mall to get to their shop! Thanks for reading.

This life of this product did not go past 1 year of use. In comparison with other purchased rings, the Neil Lane engagement ring has to be the worst I've ever come across. DO NOT purchase this ring! It is high maintenance and not worth what you pay. I will never recommend Kay Jewelers or purchase another product from them again. Am so disappointed with this purchase and how customer service danced around the issue. I currently cannot provide images as they are in possession of the ring.

We purchased the warranty and sent the rings to get sized and soldered through the Kay’s in Mary Esther at Santa Rosa Mall. The estimated time that we would be able to receive the rings back was 20 days. After 19 days of waiting, I contacted Kay’s to ensure that the rings would be arriving on time. I was assured that they would be in the next day and would be ready to be picked up after 1:00pm. The following day my wife contacted Kay’s and was told that the rings were not ready yet and would be in the following day. I then contacted Kay’s and requested the tracking number for the rings so we could see where they were and when they arrived. This was slightly annoying but not a huge deal.

The following day my wife received an email from UPS Tracking System advising that the rings had been delivered. About three hours later my wife gets a phone call from Sarah who works at the Kay’s in Santa Rosa Mall. My wife had her ringer turned off at the time so a message was left. The message left by Sarah advised that the rings were taking longer than expected and would not be in until Monday of the following week. Sarah’s message obviously conflicted with the tracking information so my wife called Kay’s. My wife spoke with the assistant manager to ask about the rings. In the background my wife could hear someone in the background saying “just tell her they will be in Monday”.

After confronting the Assistant Manager about having the tracking information, she told my wife that there was a diamond loose and it needed to be sent back in to tighten the stone. My wife asked which stone was loose and the assistant manager said that she had not seen the ring and placed my wife on hold to look at the rings. The Assistant Manager came back and said that it was not a loose stone but there were some imperfections in the soldering. There is no doubt that if we had not been tracking the order, Kay’s would have never informed us of the truth. My wife asked if she could exchange the set for a different one and was told that she would have to clear it through her manager and would call back.

After being lied to, once by Sarah and once by the Assistant Manager and waiting three hours for a call back, my wife and I decided to just go to Kay Jewelers to see the rings. While on the way we were contacted by Kay’s and told that we could exchange the rings. When we first arrived at Kay’s the assistant manager hurried out the door once she realized who we were. Sarah and Tamara were at the store without an Assistant Manager available because the Assistant Manager scurried off as soon as she could. We were told that Tamara was the person in charge at this time. The rings were an absolute mess.

There were three rings and they all had large gaps in between them. The rings were only soldered on the bottom because the rings were not flush when the first soldering was applied and if additional beads of solder would have been placed on the top of the rings it would be easily visible. It looked as if the bottom of the rings were melted to the point that it was missing gold from the bands and they were visibly thinner with the naked eye. The rings were also not only the wrong size but they were actually three different sizes, what I mean by this is that the three rings were soldered together but the two rings on the outside were different sizes from each other. We were unable to tell exactly what size the middle ring actually was because the outside rings were smaller than the middle. One outside ring was size 5 ¾ and the other was 6. This was confirmed by an independent jeweler and witnessed by me and my wife.

A different set was offered but it was obviously lower quality and in poor condition, both Sarah and Tamara agreed that it was much lower in quality and it was obvious with the naked eye that it was poor quality. It was lower in color, contrast and it looked as if there was a piece of cotton in the center diamond. Even with the obvious lower quality, they would have had no problem with us walking out the door with the poorer quality rings. After refusing the new set, Tamara just stood there with a dumbfounded look on her face. I will give credit to Sarah at this point because she was making a huge effort to try and find a solution by contacting other stores for a better looking set. I am not sure if this effort was put forth because she was caught in a lie earlier or not.

The following day me and my wife make another trip to Kay’s to speak with the store manager, Keith. The travel time one way to Kay’s from our residence is a half hour. Initially, Keith seemed to understand the situation. Keith suggested that we send the rings back in to have them fixed. In no way, shape or form did we expect to get something for nothing. We were willing to pay a fair amount extra if needed. We explained to Keith that based on the extremely poor workmanship in the sizing and soldering of the rings we would prefer to receive a new set or a set of equal or greater quality and size to the original. In order to fix the rings correctly, the rings would need to be cut and separated, have all gaps and grooves filed and then polished. The rings would then need to be re-soldered and resized.

Based on the poor quality of work the first time on a basic alteration, we were not confident that the rings would not come back even worse from a more complex alteration. We believe that they would simply try and squeeze the rings together and place a bead on the top of the ring to conceal the gap. This would eventually lead to the rings having an oval shape or warping and diamonds coming out. We have read many other reviews where jewelry was sent for alterations through Kay’s and returned in bad condition then when resent it came back even worse. I asked Keith, if he had received rings in the condition that ours are in if he would send them to the same people to have them fixed. Keith hesitated for several seconds and then replied “probably”.

Keith suggested taking the rings as they are and taking them to a local jeweler and said that he believes that they will be able to fix the rings. I asked Keith if Kay’s would be willing to pay for the rings to be fixed by an outside jeweler and he said that he would not be able to and “Customer Care” (Care is obviously used loosely) “might” be able to reimburse our expense. We asked Keith if it would be possible for him to contact “Customer Care”, since it was an error on their part and he refused. I repeated back to Keith his unreasonable resolution to the problem. “We purchased brand new rings from your store. We purchased the warranty. We had the rings sent in through your company to be returned extremely damaged and the resolution is… We accept the rings in the damaged condition, pay out of our pocket to a different jeweler and then call “Customer Care” and sit on hold for who knows how long and we “might” get reimbursed."

We asked Keith if we could look at some different sets of equal size, quality and price. Keith became more and more impatient as we explained our situation and concerns. Keith began showing us rings that were about half of the total carat weight of our originally purchased set and were visibly lower in quality. There was one set that my wife really liked but it was about $1,000 more than our original.

Marks and Morgan is a sister store to Kay Jewelers so I asked Keith if we could look at the selection that they had to possibly find a set that my wife would be happy with. Keith said that it would be fine to look and was more than happy to pawn us off to someone else. We looked at Marks and Morgan and found the set that my wife was considering before we found the one we ended up purchasing. The sales woman at Marks and Morgan configured the price of the set and it was a bit more expensive. The sales woman said that they are having a sale the following week and with the savings from the sale it would only be about $400 more for the set, which we were willing to pay. Without the sale price it would be quite a bit more. The sales woman wrote the figures down to give to Keith to see if there was a way to come to an agreement.

I asked Keith if we could get the ring at the sale price, even though the sale will not be until next week. Keith came back with “I can’t do anything at the store level; you have to contact “Customer Care”." I asked Keith if it was possible to try to make the sale work and he became more agitated. I asked Keith what other options were available and he replied by yelling “I gave you your options, I gave you your options”. I said to Keith that the options that were provided were not acceptable. Keith replied by again yelling “I gave you your options, what more do you want me to do?” I said to Keith that he is the manager and it is a part of his job to be able to come up with solutions to customer problems, especially when the problems are at no fault of the customer. Keith became more upset and began yelling “you have to contact “Customer Care, there’s nothing I can do”.

At this point my wife and I are becoming extremely upset due to the totality of the situation and then being yelled at. I then asked Keith what the point was of having a manager that cannot help resolve a customer complaint, if “Customer Care” is the only ones that can help. My comment obviously agitated Keith even more because he snatched the original, damaged ring off of the counter and said “I’ll just wrap this up for you”, with a sarcastic smile. My wife told Keith not to bother and he handed us the damaged rings.

My wife and I left Kay’s even more upset about the situation. We not only experience poor workmanship but we were lied to twice, yelled at and treated in a way that no one deserves, especially in a customer service industry. After a few minutes of walking around the mall we decided that we would just return the damaged ring for a refund and pick the ring up that was traded at the Pensacola Kay’s. I am in my mid-thirties and have NEVER written a complaint on ANY business in the past, regardless of how poor of customer service I received. This situation is just one that was not only upsetting to my wife and I, it was not right or fair and was the worst customer service experience I have ever had in my life. It not only was an absolute nightmare, it ruined what should have been a positive and exciting experience for me and my wife.

My wife and I are very reasonable people and we made the mistake of considering the possibility that all of the other negative reviews were a result of unreasonable people or people that wanted something for free. I have been in Law Enforcement for about 8 years and collect a civil service paycheck. I am lucky if I earn $35,000 a year before taxes. It is not often that I can afford to purchase something nice for my wife and was excited to be able to afford the wedding ring that she deserves. This was the single largest purchase that I have made for my wife and it is a shame that this negative experience has tainted the overall experience. I have purchased a majority of any jewelry in the past from Kay’s. I really did not expect this negative of an experience from what is supposed to be a reputable company.

If you are reading this and other negative reviews for Kay’s or any of the other jewelry stores owned by Sterling Jewelers to include: Jared, J.B. Robinson, Osterman, Beldan, Friedlander, Goodman, LeRoys, Marks and Morgan, Rogers, Shaws and Weisfield, Please reconsider. This is not written in any way for personal gain. I will refuse any attempt for compensation, so please do not bother. The sole purpose of this letter is to help prevent anyone else from experiencing the nightmare that we were forced to endure. If this helps only one person avoid a similar experience, then this was worth writing. I also have no problem identifying myself if needed to show that I am an actual customer and not a competitor just trying to taint the reputation of Sterling Jewelers or Kay’s. I also have photos of the rings that were received and will keep the original voicemail message left by the sales associate, advising that the rings are “not in” when in fact they were, they were just damaged and they had planned on sending them back without our knowledge.

If the negative experience only consisted of one of the following: Poor workmanship, poor customer service, poor management, poor business practice or extreme dishonesty, it would not be as appalling. But, Kay’s has showed all of these. The most disappointing experience is the dishonesty. I am quite sure that my complaint will be met with lame justifications for the disgraceful customer service and poor business practices that me and my wife have experience but just know that in my opinion that was unacceptable. It really amazes me that with all of the negative experiences that others have endured and my personal experience that Kay’s has an A+ rating according to the Better Business Bureau.

On November 28, 2011 my husband began his search for my engagement ring and he decided that the ring should come from Kay because of their reputation of being a great specialty jewelry store. He selected for me a 1/2 carat heart shaped diamond solitaire ring which is listed on the store website at $1,399. He could not stop looking at the ring the entire night because he was ecstatic that he had found the perfect ring.

On December 1, 2011 in a gazebo covered in Christmas lights my husband proposed with the most beautiful ring I had ever seen. I knew from the moment he placed the ring on my hand that I wanted that ring forever. We were 21 years old and many of our friends were also getting engaged but none of their rings could compare to the beautiful heart shaped diamond I so proudly wore because I knew it was as if I was always carrying his heart with me. May of 2012 we took my ring in for the first inspection. I handed my ring over and the gentleman took some time to look at my ring and then signed his name to the receipt from when my husband purchased the ring and he sent us on our way.

November of 2012, we went to find our wedding bands and this is where the series of bad experiences with Kay began. We went to the store at Penn Square Mall in Oklahoma City since we were there to visit family and it was also time for my next inspection. We took the ring into the store and they did the same as the first time where they took my ring and then signed the receipt. We selected my two wedding bands to go on either side of my engagement ring and when I told the rep that I planned to have them soldered together after our wedding, she tried to pressure me into not doing so because it would make it more difficult if I wanted to "upgrade" my ring later. I was hurt by this because that was something I never intended to do. These rings I had were the rings I wanted to wear for our wedding and our entire marriage. When my husband found his ring we were told that because my husband's ring size is a 13 that his ring would have to be specially ordered but they assured us that we would have the ring by the 22nd of November, just in time for our December 1st wedding (yes one year to the day he proposed).

So I patiently wait for my husband-to-be to hear of his ring coming in to that store. I would have to drive to OKC because he and I are students and attend school at NSU in Tahlequah, OK, yet we never heard from them on the day they said it would arrive. So I called the next day and I was told that they would look into it and call me back (this was Tuesday and we were to be married on Saturday). When I never received a call Tuesday evening I called again Wednesday and again I heard the same story and that I would be contacted when they located the ring.

Thursday afternoon, the cake plans had been finalized and my mother was in town helping me finish bouquets and decorations for our wedding day when I received a call from the Penn Square Mall store and I was told that they could not locate my husband's ring and that they would be happy to order another but the ring would not be ready until February! February which was two months after our wedding. How was my husband supposed to get married without a ring? And because of the size of his ring finger, they did not have another ring in the store that we could purchase instead. I did not receive an apology or empathy, only the same repeating line that there was nothing they could do. So frantically two days before my wedding, I searched all over the Tulsa area trying to find a size 13 ring but not a single store we went to carried a ring that large in the store.

I was so devastated because these were the rings we chose for a lifetime and now in all of our wedding photos there would be a ring that wasn't his. The most important thing to me on my wedding day was our rings because we knew we would have them forever. The dress was amazing and the church was stunning but I cared so much more about him having not just any wedding ring but his wedding ring that I thought the day would nearly be ruined.

November 30th 2012, just one hour before our rehearsal dinner in Tulsa, I received another call that they had miraculously found his wedding ring. The problem was how was I going to get this ring when I was three hours away? The solution seemed simple to us, my oldest brother wasn't driving up until the next morning and he could pick it up on our behalf. So my husband, on the eve of our wedding, struggled with the store at Woodland Hills Mall where they refused to let him pay for the ring himself and have my brother pick it up for us. Ultimately we had to have my brother added to the Kay credit card that my husband had in order for my brother to be able to pay for the ring and bring it to the wedding.

April 29, 2013. After long weeks of waiting to have my rings soldered together, we were back at the Woodland Hills Mall Kay to pick up my rings. Because earlier in this month we moved into our new home we had somehow misplaced the copies of the paperwork for the rings. The rep at the store assured me that they could and would notate the account that we had been in the store and everything was fine. Little did I know how big of a lie this would turn out to be.

In June of 2013, my best friend was getting married and I went again to the Woodland Hills Mall location with her as she picked up her husband-to-be's wedding ring. While there I decided it was the perfect opportunity to have my ring inspected again. This time again just as before my ring was taken while we browsed the store and it was given back and I was told that our account was going to be noted again that we had done our inspection early. I left the store feeling that everything was right with my ring.

November 2013, just one week before the two-year mark of my husband buying my engagement ring and just days before our first wedding anniversary, I am seven months pregnant with our first child, a baby girl and we are so thrilled. That morning however as with most expecting mothers, my hands were slightly swollen when I woke up. Because l never sleep with my rings on for fear that something would happen, I left my beautiful wedding ring in my jewelry box until later in the day. That night my husband wanted to take me on a date and when I put my ring on it was perfectly fine. I know this because it is a heart shaped diamond I always point the bottom tip of the heart to the outside. Fifteen minutes later, we arrived at the restaurant and my diamond is gone. Panicking and in tears I searched the floors for the ring while my husband searched the car and the sidewalks to see if we could find it but we never did.

We ate dinner and because I was so upset we went home so I could call the Customer Care line and find out how I could have my diamond replaced. The rep I spoke to told me that the store had never noted our account and that we couldn't do anything right now but to send in my ring and see what they say but he hoped they would replace it because we had just been in in April to have my rings soldered together. He said that even though he enjoyed working for the company himself, that I should never have trusted the stores when they said they would note our account.

Two days later, we were in Tulsa because it was our inspection month and we were having our 3D ultrasound that day. When I took my ring to the Woodland Hills Mall location, they pointed the blame at me because I didn't have a printout from every time they did an inspection on my ring. We were not aware of this because in the 5 times my ring had been taken to the different Kay stores during our inspection months, we were never given one and my husband was never told when he purchased the ring that he must walk away with a paper stating he was there every time we had it inspected.

Because of the reputation that Kay Jewelers has, we trusted and believed the reps every time they said they would note our account for us. They took my ring anyway and sent it to the home office. One week later, I received a call from a rep at the Woodland Hills Mall location and I was told that for them to replace my diamond it would cost me $1200. The retail price of the ring brand new is $1399. I asked him to hold my ring and to not do anything until I gave the okay to do so.

I told my mother-in-law this and she called and was told that they had to sell the diamond to me at half cost. Half cost is still $600 that two people who have been through so much with their wedding rings should not have had to go through. We followed our warranty and my ring was taken in every 4-6 months because I love my ring and I never wanted this to happen. It is not stated anywhere in the warranty that we have to walk out of the store with a paper that says we were in the store on that day, only that it must be documented and I believed them every time I was told that they would notate our account. Would this not be something routine to begin with? How is someone to keep up with all the paperwork over decades of inspections and wear on their rings? This should be second nature to notate the account when the client comes in.

I am so upset by all this that it ruined our first anniversary because all I could think about was that I didn't have a wedding ring anymore. And even if the new diamond was put in, it wasn't the same as the one my husband gave to me the day he proposed and it was never going to be the diamond he searched so hard to find. It's as if a piece of our history is gone now.

I am asking no more than for someone to hear our story and understand. Someone who will see everything that we've gone through in the past two years with Kay and help us. Help me to have the wedding ring back that I love so much. Help us work something out where we aren't being asked to replace the diamond when we are still making payments on the first ring. To help us fix the ring and reinstate the warranty and outline every detail we have to comply with so we can do so. Help us to have my wedding ring back before the birth of our daughter. And lastly I want someone to just apologize for everything that's happened because in all the times we've spoken to a store, they've always put all the blame on us. There was never any empathy and with a store with as high of a reputation as Kay, this doesn't feel like so much to ask. This is our story and I hope someone is listening.

The two ladies who helped me acted like it was no big deal and that this happens all the time . Really? Because I know people who have had their ring for 20 years no complaints, I've had mine 2 years. So I continued to pick out a different ring, the lady at the counter rang me out and since I had to take out a credit card there since I did not just have $2000 to spill on another ring that I shouldn't ave had to pay for anyhow, she failed to tell me how much my monthly payment would even be. I went back to figure that out and the second lady was so rude to me I have decided I am returning the second ring I purchased and never stepping foot in there. I suggest you do the same.

Today (11/17/13) I had the unfortunate mishap to do business with the Kay Jewelers at South Towne Mall, Sandy, UT. After presenting the receipt, I was told originally that the earrings would have to be shipped back up to Spokane because Brian the person who waited on me Did not want to take the hit. My reaction was not pleasant. I do not understand how a store that provides 15-20% markup cannot Take the hit. I was also told that I (emphasis on the word I), should call the mall in Spokane. Brian also could not get it straight where I had purchased the earrings at either as I had to retell him 3 times SPOKANE WASHINGTON VALLEY FAIR MALL. Before leaving, I asked what his name was and he told me his name and he also made the condescending remark that HE was the manager of the store. If he is a manager he needs to go back to customer service 101. In my opinion Brian is pugnacious, prissy, ostentatious and unprofessional.

After leaving the mall, I called the 1-800 number to speak with someone from customer service. I explained my circumstances to the lady on the phone, however, she did not seem to grasp the concept that people can go on short vacations, purchase items while on vacation, and then return to their home. She was more in tune with telling me that there was a closer Kay Jeweler to my residence. Funny how a person can identify a 10-15 mile area assigned to a zip code and figure out that there is a closer store to my residence. I could have cared less about proximity.

The idiot that took my complaint over the phone told me, "Let me get this straight, you went to South Towne Mall and went into Jareds and I am not sure what it is that you are wanting along with the ever famous (and my personal favorite) I don't see that charge for the repairs on your receipt I am looking at on the computer." Please tell her in single syllable words and use crayons if necessary that all I wanted at the time was what I paid for and what was promised to me. In a final attempt to truly irritate me, the person on the phone could not figure out why the clerk in Spokane would say that I could take the earrings to Utah and get the work done there. I am kind of an aficionado when it comes to customer service and I can tell you that is not something to say to a CUSTOMER who is irate. It is not in my purview to be able to read minds or assign meaning to another person's deeds.

As far as customer service goes, Kay Jewelers gets an F- from me. What can be done to correct the situation? First, don't call, write an e-mail. Second, fire Brian. Third, refund my $100.00 back to my card within 48 hours, so I can take my business elsewhere. Funny thing of it is that Brian does not know if I am possibly repeat customer who just got a $5,000.00 bonus and will take my business to another store other than Kay's, or I could actually be a relative of one of the CEOs, or even better yet, I am a representation of the many customers that fit the standard profile for doing business with Kay Jewelers and who has access to the Better Business Bureau and will file a complaint with them if I don't get my money back within 48 hours.

I immediately called Kay and spoke to the person who attended to me. He said he will take care of it and to just bring it back. When I took it back this person was not there so I relayed what happened to this other employee. This guy, never cracked a smile, did not apologize, and was quite arrogant in his manner of speech. He made me feel like he did not believe my story and that it was my fault! I can't get over the fact that NO ONE even apologized! My husband and I have been loyal Kay customers for a long time and that was the reason I drove across town to their store even if there are other places (that are closer) that I could take my watch to.

Whatever happened to basic customer service? Service with a smile? Valuing your customers? Or even just owning up to a mistake and saying I am sorry!? Don't these employees know that their customers are the the reason why they continue to receive a paycheck? It's sad because I liked shopping at Kay's. I will NEVER buy another thing from Kay ever again and I will tell all my friends about it too. If you are from Boca or even just visiting, take your business to the nice people at Mayors, it's the jewelry store right across from Kay at the mall. I wish I had.

A week goes by, I go back in to find a nice big line where the blemish was. At this point, I am irritated that the "professional" jewelers and the store manager both missed these blemishes when they are clearly visible. I wait yet another week, and receive a phone call that the ring was automatically sent to a different jeweler. Very irritated that it has been 97 days after purchase, 3 payments, and I have no ring. I search for a way out of the contract. In their terms and conditions it does state that if a customer is not satisfied and they live less than 100 miles away, still owe on the ring, purchase was more than $50, and it has not been paid in full, there is a possibility of getting a refund (this can be found under Your rights if you are dissatisfied with your credit purchase on Kay.com).

I called the corporate office the next day (1800 732 8131). I explained my situation and the case was sent to a higher up, case investigator. The next day, I receive news that I will be getting a refund due to the fact that the ring never left the store, the terms in the contract, as well as the fact that the day I went in (that took an hour and a half) they had refunded the ring to my account, found they couldn't and repurchased the ring, making it now within the 30-day mark again! I went in that very day and got a full refund for the ring as well as a $50 gift card for the trouble. My only issue now is what am I going to do with $50 from a crappy company with horrible jewelers and horrible quality jewelry?

When we went back to purchase the ring after we had paid for it, she explained the warranty did NOT cover the solder or anything with my engagement ring. She told me a stone was loose and I would have to pay to have that tighten as well. I said, "You told me my ring would be covered?" She said no, what she said was she'd have it plated as a courtesy to me. I thought, WHATEVER. She never said that but free is free. I paid for the rings to be soldered and my ring to have the stone tightened and the rings sized out of pocket which was the whole reason I bought the warranty in the first place. This whole time she was being extremely rude and before I left, she told me NOT to come back until my inspection in April. So two weeks go by without my rings, finally I get a call to pick them up. I'm so excited.

I get the ring back and one of the stones on the enhancer has a MAJOR crack. The rings are welded together SO unevenly and with major gaps. There is VAST amounts of gold missing from one side of the back of the ring I'm guessing they used to solder it. The associate says I'm being crazy. I leave the store and go up to Zale's. I ask the manager what they think and she looked at it under the microscope and said my ring was SEVERELY damaged. The diamond was definitely cracked and the soldering was the worst she's seen in her 20 years of experience. So I go back with the ring and again say it's not right. The Asian associate tells me it's an inclusion, and I was like uh, no.

It didn't look like this before and even if it is, it looks so milky and takes away from the overall look of this brand new ridiculously expensive ring. I have three warranties on the piece of ** (diamond, lifetime, and workmanship guarantee) and I want it fixed! Furthermore, another jeweler told me it's cracked. And she goes, "Oh it's cracked." NO **. And then she goes on to tell me it's my fault, the soldering sucks, blah blah blah. So she sent it back. It's going to be two more weeks without my ring and I'm terrified to see how awful a piece appraised at $4,999 is going to look.

I get my bill 2 days ago and that second receipt has $440 in charges. A charge to change the wedding band and one for warranty which I asked about and was told it was "included." There must be two meanings of included obviously because it was not included. Oh but it gets better. Her and I had talked on the phone and when I was previously in there I had been approved for credit and I said, "I don't want this on credit [because the percent was too high]. Can we work something out?" She said, “Yeah you qualified for a lower percent only 2%.” Want to know what she was actually saying?! She was saying 2% a month 24.99% a year. However, if I put $180 it would be 0%. I am sure that is another lie.

I went back with my future mother-in-law. I asked about my soon to be husband’s ring that was supposed to be in 2 days prior and I was supposed to get a call about and never heard about. It was just sitting in the store without me knowing and guess what, no manager or assistant manager to be found anywhere - they took lunch. I went to Fred Meyer Jewelry and bought exactly what I wanted, lifetime warranty with no hidden costs from them at all and was happy. I walked down to Kay’s, saw the assistant manager (who sold me the ring) and manager, and returned my purchase. This time she actually told me the full price $970.98. How hard is it to be honest and upfront about your prices?! Apparently for this assistant manager, very, very hard. I hope no one ever has this happen but hear it happens a lot. If this is there idea of a good assistant manager, they might want to re-think that.

I came back the next day with no papers because my finance is not in town and I can't get to them but I go back to try again. I go in and I'm talking to a lady who is very helpful. Till the lady behind the counter (also the lady who helped me the day before) calls her over to whisper in the lady who was helping me. They looked me up and down and came back to me and said they didn't carry the diamond and cuts I needed for the ring. Now keep in mind all I needed was for it to be re-sized to fit my finger. Why would they need all new diamonds? So I take my ring and left.

I call my finance and tell him he'll have to deal with it. So he calls the store and they of course remember who I am and tell him that I never gave them the store location and that I wasn't telling him the truth about the matter and they pulled him right up. I was beyond mad. I go in the morning to have them fix it one last time. I plan on giving them a piece of my mind. I will never go to Kay's again and will make sure my friends know what a horrible business they are running. I hope tomorrow runs smoothly.

Needless to say, they only took out one link on the bracelet, and when I opened up the watch box both the minute hand and the second hand fell off!!! I immediately called the store and was told the manager was busy and would call me back. I didn't get a call back. Poor customer service, and feel like they just wanted me to buy something. I will never go back there. I took the watch to a mom and pop jewelry store to fix. 20 bucks not 90. I owe 32 dollars on my Kay's card, and when I pay it off I'm canceling it. So disappointed.

The employee handed the phone over to the manager and the manager asked me to look at the receipt for the "promised date" that was written on there. Lo and behold, the date that the employee wrote is a week after we were to fly out. I told him that was not what my husband and I agreed to with the employee. I clearly told the employee 3x (!!!!) as to what date we have to pick it up just to be sure and she said they can do it. I guess I was stupid coz I didn't check the receipt. I think the employee knowingly put on the wrong date though she was not sure it will be ready by then - probably just to get commission.

When we went there after the wedding to confront them, the employee flat-out lied to us saying she didn't promise the ring on the said date we wanted it. She blamed it on the weather, blah, blah, blah. I was furious with the manager because he did not even want to hear our side. He just took the employee's word. I should have known right from the start that the employee who handled us was very incapable coz she doesn't know anything about the rings - sizes, etc. She processed a refund for both rings instead of just mine so the company had to call my husband and ask him to go to the store again and straighten it out. This just shows how incapable she is of her task at hand. When my husband went back, everyone including the manager was all very nice and polite. They probably know it was their fault. I wish I can undo going to Kay's. Oh well, lesson learned. Please think 100x before you purchase something from them. Good thing I have an eternity ring from my Mom and we just used that during the ceremony.

I took my ring to Kay Jewelers to have the shank increased slightly in size to more easily put it on over my larger arthritic knuckles and to have it fixed so that it would not twirl on my finger. While the Kay associate staff was courteous and friendly, the minute I was honest with them about my ring, they said that their jewelers would not work on my ring. They tested the stones and they ranked with the harness of diamonds, so the staff said they would send it off to their jewelers. I received my ring back 2 weeks later with the response that indeed they would not work on my ring. My question is, if their jewelers can work on emerald, ruby or sapphire jewelry, why did they refuse my ring? I will not be going back to Kay Jewelers for anything. I gave them 2 stars just because the staff were friendly and tried. Boo on Kay’s!

Actually, there was no information about min. $600 limit on the back of the certificate. Even though we were surprised with the limit and we said okay to make the purchase. The necklace price was under $600, so we were not at min. limit. My husband and I really liked the necklace. He wanted to get me that for our wedding anniversary so he decided to add something else to catch the limit. We liked a ring and asked the price. She said, "It is good selection to make your min. limit at $600. Your total is $650." She did not tell us the price and it was obvious she did not want to even deal with us. Actually we were expecting more help from saleswoman on the 2nd item. We thought that we made the $450 purchase with 2 items by getting discount of $200.

At the checkout, we experienced a second surprise and we were charged $650 after redeeming the certificate. There was something wrong. The charge of $650 after $200 discount means the total was $850. We asked about the min. limit again, but this time we were told that charge was correct. I called the store manager. Someone came and told us she was in charge. She did not even listen to us when we explained what was happening. She was just trying to protect the saleswoman who used such a sneaky way to sell jewelries to the customer. It was obvious she did not pay attention to the customer complaining. I think this is her way to earn commission or bonus based on the sale. We finally just left and will never return.

I checked on the status about 5 weeks later and was told that they had not heard back from their repair center but would check and get back to me. I checked back again two weeks later and was told that they did not have the information yet but would check and get back to me. I checked back on May 18, now 9 WEEKS after I had brought it in and was told that they still did not have any information. I demanded some information as soon as possible. After not hearing from them for another week, I asked to speak with the manager. I was told that the repair center had discovered some additional repair needs with the watch and that if they were going to "fix the watch," it was going to cost me about $1,400. Remember, this watch cost me $750 about a decade ago. I told them that they were crazy and asked to have my watch returned. I was told they would do that.

On June 4, I called and asked what was going on. I spoke with the store assistant manager. He told me that they were "experiencing difficulty" in getting in touch with the OUTSERVICE CENTER that they had contracted. I told them that this was not my problem but theirs. However, I guess it was my problem because I had not gotten my watch back after 3 MONTHS! I then contacted Kay Jeweler's Corporate and was told that they would look in to it. On June 13, 13 weeks after I had walked into this store and asked if they would replace my battery, I received a call from Brian, the store assistant manager. He told me he had "excellent news". My watch was back in the store. It had not been repaired, but it was back. I asked him to pardon me if I did not jump for joy and told him I would be in on the weekend to receive my watch back.

Today, June 16th, I visited the Kay Jewelers in the Westgate Mall in Brockton, Massachusetts and asked for my watch back. The salesman who served me asked if I had "paid for it yet". I calmly asked him if I could speak with Brian. Brian was extremely apologetic and embarrassed about the whole situation. He seemed like a good guy. I asked him if we could try replacing the battery "just for the heck of it." He said, "Sure, let's give it a try." He replaced the battery and the watch is working fine. Kay, you have got to be kidding. I have been a student of customer service for over 35 years, having been an Executive Vice President for major national big box chains including Kmart and May Company. I can say with a good amount of confidence that if the service reflected by this single incident at one of your stores is indicative of your structure of customer service policy, your company will not be around in ten years. Probably less. How's your bottom line been doing?

I called customer service and was told that the website where I ordered told me that since I ordered after 1:30PM, it wasn't processed until the next day and wouldn't be delivered until the following business day (which in my case was a Tuesday, as Monday was a holiday. I ordered on a Thursday). I checked the website and called back because there was no indication as I was stepping through the order process again. The second customer service representative put me on hold and took about 5 minutes to locate the policy. If you scroll all the way to the bottom of the website page, in small print, is a list of customer service option which contains the line safe shipping.

If you click on that and read all of the verbiage, you find another link that sends you to a page that tells you that you have to order before a certain time in the day. If you order from reputable sites, they will tell you on the order page which day you can expect the order to be delivered. However, Kay is not among those sites. It hides its policy under a fine print, two step process. I will be returning the necklace as soon as it does arrive and will not be shopping at Kay's or any of their associated companies. I dare someone from Kay's corporate office to call me about this travesty.

So, the next time I was home, I took $3000 cash and took the wife ring shopping. She found what she wanted and we bought the ring. We were told it would be 94 days until it arrived. The people in the store were incompetent. During the purchase, 2 people were helping us. 1 was ringing up the order and the other telling about how he met his wonderful boyfriend and how they were so much in love. The order took a very long time with a lot of paperwork for a cash transaction. We explained that I travel a lot and they said they would call when it came in.

After a month, I called for an update. The phone rang and rang and finally a rude lady answered the phone and said how she was busy and couldn't I tell she was busy because the phone rang like 50 times. She said she would call back. She did later and said that there was no update, to try again after a few more weeks. After another month, I called again. I got a more pleasant lady who said she would check. She called back and I explained that it would due in near my anniversary and it would be perfect if it could be brought in just a few days. The lady called back the next day and said that it was not possible, the ring was being made as quickly as they could, but was still expected within the original 94 days which is still around 45 days away at this point in time.

Shortly thereafter, I left for a month for my job. I got a phone call saying the ring came in... Great! I called my wife and she rushed to go and get it. She went and tried it on and loved it... but she couldn't have it. The ring was paid for by me and only I can pick it up. WTF? We were in the store together. No one told us this policy and maybe if we weren't hearing the man's love story, they could have explained this. My wife was very upset and left the store in tears. I tried calling customer service, but they said it is their policy that I have to pick it up. The funny thing was, I put the cash in her pocket book, so actually she paid for it.

The lackluster people at this place all have attitudes and are not willing to give a solution. The customer is never right and the only time they like you is when you are handing over your hard-earned money. I will never buy from a Kay store ever again. I would rather pay more and get better customer service than to be treated like I am stupid and not worth their time. I want to throw the ring at someone when I get it. They keep saying that it is for security reasons. Nope, they just suck - anything to inconvenience the customer. I have never seen a company so unwilling to help a customer trying to give them $3000 for a product that I have heard is inferior.

Aside from the time I gave my rings back to be fitted, I have been without a ring for about a month and a half. I got married on April 13th. On April 21st, I noticed a missing diamond on one of the wedding bands. I gave it to the store on the 22nd. I have been without a wedding ring, 2.5 weeks after getting married, for a week and a half. I have emailed customer care and they're supposed to get back to me within 3-5 business days. It has now been three days. So they're waiting until the last possible day to resolve my issues.

The customer service, on a scale of 1-10, has been an 8 so I have refrained from giving bad reviews for a while because of this. I am not married, still paying on my ring and do not have a ring to wear. They simply apologize and say that's what you pay insurance for. Enough is enough. One repair is okay; two repairs was frustrating; three repairs and giving me back a stained ring made me angry and now being married and not having a ring and getting no issue resolution is beyond frustrating and my hands are tied.

Okay, it went through and I received an email stating that it was ordered and would be shipped. I was not at the computer for 2 days. I checked and had an email from Kay's stating order was canceled. They could not send with that account number. So I called, and after going through so many steps to talk to a "live" person, this person came back and told me that I had to go into store with tax form and ID. What?! They give option to apply online; then they should be able to handle the situation, any situation.

I received confirmation via email. I had to check back again. Why would I need to do that? Of course, there are (sad to say) many companies that are like this. It's always a problem. They never come through for their customers. There are more and more companies out there who should not be. I have been on both sides, as retailer and consumer. I had 2 businesses. Both dealt with the public directly. This nonsense of having to go into the store, and then to say "Sorry", sorry, that is it. I needed that for a Communion on Saturday for my 8-year-old granddaughter.

Kay, ever think of why people order online? It sure is not for the most part convenience because many, many times there are problems, well with many companies. I order because that is my only option, 99.9% only option. This thing of telling me that I need to go in to purchase something is the worst ever and I have never experienced anything like that before. If online options are provided to apply for credit and order online, then online solutions should be provided also.

So it was then that she got on the phone and tried to locate the correct ring. Really? You couldn't have taken care of that before I got there? I waited over 20 minutes for her to find basically nothing other than to tell me she would call me later that day. Well, she never called and I ended up calling them the next day to find out that they no longer carried that ring and that they would have to make me one. So again, I tell myself, really? I thought the delivery guy just picked up the wrong ring! Well Kay's, you have already wasted too much of my time! I will never shop there again.

Since we bought what we felt was a quality pendant with custom birthstones, we upgraded to a new chain - a serpentine that cost $314 less a $100 discount coupon we'd received when we bought the original. So, we now have a quality chain and pendant that cost a total of $711+/- vs. the original $511. The old chain got repaired and was returned to us. When my wife took it out of the envelope and spread it out so she could unlock it, it broke again. We have not attempted to contact Kay. Their deceptive practice of putting cheap chains on a popular pendant is deceitful and appalling. If we'd been told of the low quality chain at the time of the original purchase, we'd have not made the purchase from them. We will never buy from Kay again.

I am very unhappy with my Kay's experience and will never buy anything from them again. I will also encourage friends and family to avoid buying anything from them as well. Engagements are supposed to be a wonderful and special time in a person's life, but I can honestly say that mine was nowhere what it should have been because of how cheap, rude and deceitful Kay Jewelers is. These two things alone have upset me immensely. I haven't even mentioned the poor quality of the ring and the fact that there were scratches on the band after two weeks. For the amount of money my fiancé paid and is still paying, I feel that I should have had very different results.

Finally, after waiting for that to come in, we went to go pick it up. The side diamonds weren't loose anymore, but they changed my center diamond! It was smaller and had a huge intrusion right in the center of the diamond that went all the way through the top! You could see it without looking hard at all. I was so pissed, and they swore to me they didn't change anything. Since they don't print out the size, color or clarity on their receipts, there was no way for me to prove it! They wouldn't give me my money back or help me out at all! I will never ever go to Kay's again, and I will tell everyone I know not to either! Terrible company!

Meanwhile, I wait and panic. The ring was located eventually, but I still don't have it in my possession nearly 5 weeks after giving it to them. When I called customer service to complain, the only thing that was offered was a sincere apology. When I said that wasn't good enough, she said, "What would you have us do to make this right?" With which I replied, "Well at this point in time, I am severely regretting my purchase and would like a full refund and an opportunity to purchase another ring elsewhere." The representative said that was not within her power and then I asked her, "Why did you ask me what I needed to make it right if you were not going to honor what I asked for?" She sat stunned for a significant amount of time. I asked if she was still there and when she replied, it was just to say "Thanks for calling." I cannot deal with their wait times for repair and their crap customer service. Stay away!

While visiting a different location, I spoke with the manager of the Kenosha store on the phone. She assured me this would be corrected if I brought in my credit card statement showing the purchase was made on my credit card. After explaining the situation to several different sales reps, speaking to Customer Relations and being told the manager was “off today,” we finally were told we could get a credit on the original credit card. However, when the sales rep tried to submit the credit, the computer system wouldn't allow the credit since the original receipt showed 'cash' payment. Also, we requested the original receipt be revised to show the items were purchased with a credit card. We were told by Customer Relations 'there is no solution' for this. The sales rep in the store never apologized for the store's mistake, never felt the need to understand how someone in his store could have made this mistake, and showed absolutely no interest in getting this resolved.

While she had me on hold, I checked my rights on a legal website and saw that I am legally allowed to close the account as it has no balance. When she came back to tell me the infamous, "There is no manager available." I politely informed her that by law, she has to allow me to close the account as it is a joint account, not an authorized user account and it carries no balance. She put me on hold, came right back and said, "Oh, I didn't look far enough. It has already been closed." I said, "And reported to the credit bureaus as closed at consumer's request." Yes it was.

Today, I received an email that my disputes with Trans Union are fully investigated and I can view the report. Surprise, surprise! Kay Jewelers, not deleted! Reported active as of 8/20/12. They are closed today and besides this, I am looking for a formal way to report them for refusal to close and the fact that their CSR lied to me and told me it was closed. Do not get a Kay's account!

I recently went to a Chicago store to exchange my jewelry from a gift, but one of the items I need was not available in the store then. I could wait till all items are in to make the exchange, but the store clerk, after consulting with her manager, called the Kay central office and asked to refund the difference in check (instead of the original credit card) so that I can use the check to pick up the last piece on order. My daughter and her fiance purchased the original jewelry gift for me. They registered the jewelry under my name and gave me the gift receipt. I was assured the refund will be mailed to me under the original name and address they registered during the purchase. The check refund amount and process was also printed on the receipt as assurance.

When the last piece of my exchange is ready for pickup, I still did not receive the refund check. I gave them a call, only to find out that Kay had refunded the difference back to the original credit card. I am very unhappy about this. The card belongs to my future-son-in-law, and I really, really do not want to hurt his feelings by returning his gift to me. I was only exchanging to a different style. But now the money went back to him and I will have to purchase the new piece again myself. All these consequences could be avoided if Kay Jewelers simply delivered what they promised me on the exchange day (a check back to me for the exchange item purchase).

Or if the company indeed have to stick with the policy and only refund to the original credit card, then they should not make the promise for a check to me. I could simply wait till all items arrived to the store to make the exchange. I am unhappy with what happened, both money-wise (money is a concern although manageable), and relationship-wise (return a substantial first gift from a future-son-in-law sent such a wrong message; a damage that could not be made up with any money). I called the store, the Kay refund service, and spoke to the supervisor. All I was told is Kay always refund the difference of exchange to the original credit card. The store and the store manager simply misinformed me.

Although the store called the central office and received permission to issue check refund in front of me, the refund was actually sent to the credit card minutes after the call. Frustrating! If you need to buy a gift and want to allow the recipient a possibility to exchange, do not go to Kay Jewelers. It simply would not work. According to what I hear from the follow up phone calls, they really do not care about the problem and issues this policy causes to customers. The only sentence they repeat again and again is: We always send refund to the original credit card.

They said if it was not credited to my account, it must be because I made a mistake and did not include the return form or write my account number on the check. I have a duplicate check that shows I wrote the number and their address is on the form to show through the window when you send it, so it had to be included. They insisted it was my mistake. I asked for a complaint number and a number to follow up the complaint status and all they would give me is the number I was already speaking to.

They put all the blame on me and said even after I fax a copy of the check it would be at almost a week before my account was credited. Not only was my payment sent in early, but also for over the minimum amount. I was also advised there would not be any extra credit added for my problems. Over the years, I have spent at least $10k with Kay Jewelers and this is how they treat customers? There isn't even a contact number or email available anywhere to file a complaint to someone that might care about their business practice from its employees.

Many years ago, my husband had an account with Kay's and he bought me some beautiful bracelets and pendants. We stopped dealing with them entirely because of their service, their attitude, and attempts to get out of doing repairs that were supposed to be under warranty. I took an emerald tennis bracelet to the store in Charleston WV to be cleaned and checked. The clerk asked me the value and I told her. She actually rolled her eyes! My husband was so mad, he went back the next day and showed the manager the receipt and explained what the clerk had done. We never went back to Kay's again. There are too many other jewelers out there to do business with than a company like that.

In December 2011 I was in their store and thought about buying a new chain, but I could not find one to fit through the bale. The clerk was going to try and open the bale right there on the counter. I informed her if she broke it she owned it. She then decided to send it out. Okay, got it back and it was great. Chain ran smoothly through the bale. I haven’t even had it on a week when I got up in the morning and guess what? 2 diamonds are gone. Immediately again I went to the store and basically I was blamed. I shouldn't have slept in it. I asked the clerk what do. I leave it in the box and just look at it. This necklace has spent more time in repair than I have gotten to wear it, but she sent it out with my 6 month receipts. I'm wondering if it will be fixed or I will get a song and dance. Time will tell. This was my second problem with diamonds falling out of their jewelry, my 1 ct diamond ring. I had it checked, came home, and was placing some dishes next to the sink when I heard a clink noise. I looked down: diamond gone. Luckily, I have screens in my sink and there it was—whew. But ever since I do limit my wearing of it, I can't be sure. Thanks for listening. The clerk at the store could not be bothered.

So now not only have I purchased poor quality jewelry, the stones are falling out in 6 months to a year, but because I did not make sure that their employee did her job and recorded the inspection, they will not cover the repairs. I also purchased expensive extended warranties on all of the jewelry, but was told that it doesn't cover the diamonds falling out. I spoke to a co-worker today about the events and she said that she had the exact same problem, unrecorded inspection voided her warranty when the necklace she purchased had a repair issue as well.

Kay Jewelers' warranty is a complete scam. They make it so that the warranty is voided by neglecting to record inspections. I called the home office and was told that the warranty info clearly states that the inspections must be recorded and was told that it was my fault because I did not make sure that it was done. Are you kidding me? The customer is responsible for making sure that their employees do their jobs? Unbelievable! Based on the reviews I have seen today, I shouldn't be surprised. It is obvious that this company does not care about its customers. I wish I had read this before making my purchases. I hope this stops someone else from making the same mistake I did.

I'm warning everyone not to buy any watches there again! I'm going to contact Movado and let them know they are not offering returns. Every manufacturer has an RMA process. The manager at Kay told me Movado will not accept that return. What a lie! I even took the watch to Macy's which they could not see any indication of it being worn. I even bought the silly ultimate warranty plan, which is useless.

It has been 5 months since they lost my watch and I felt the very least they could do was work with me (a good customer) on a comparable watch. Why should I have to pay additional money when they lost the watch when it was in their care. When I stated this was unacceptable they said they would issue a store credit of $132.00 towards the $700.00. This too was unacceptable especially considering the treatment we had received to date, relevant customer service. My husband went to the store in person to try and bring closure to the issue and was not able to get any resolution. For his trouble the store manager called the police to have him arrested even though he was only inquiring about getting our money back and not wanting a store credit.

When you receive bad service from any retailer and choose not to do business with them why would they think you would want to purchase another product from them. I didn't lose my Movado watch, Kay Jewelers lost my Movado watch. I shouldn't have to say this but my husband is African American. The store manager was Caucasian and I can't help but think this was also another reason the police were called. My husband happens to be a Senior Executive at a major academic medical institution, a former professional football player and certainly knows how to conduct himself professionally. Because we would not accept their store credit and the general manager said there was nothing he could do because of "Kay Jeweler policy", we are now left with no choice but to write complaint letters and litigate. What a sad state of affairs for a supposedly nationally recognized professional organization.

All the while, I have been dealing with their "customer service" department. When I demanded to talk to someone higher up, they were always "in a meeting", and I was getting nowhere. My ring is completely ruined now because of the inferior work they have done to repair damage that they did. All I want is my ring back just like I brought it to them, but 1.25 sizes smaller. They keep jerking me around sending it back for repair, but they cannot seem to do it right. They have now had my ring for five months as of next week. It is clearly not going to be resolved to my satisfaction if we continue on this path, but they refuse to do anything else! I'm so upset - this is my "honeymoon ring" (in lieu of an engagement ring), and it is very important to me. It's not an extraordinarily expensive ring (appraised several years ago at $1200), but it means a lot to me and they've ruined it.

After hearing from the store they would not be fixing the damage, I called the corporate office. The man I spoke to said he had to confirm, but I would most likely have to pay for the repair, but they would cover the stones. I heard back later that day that, "due to the severity of the damage, they would not be repairing the ring. The warranty did not cover that type of damage.” What also bothers me is that I have another ring with them that was also damaged. They repaired it without problem, but the stones where much smaller. When it came to my ring with large center stone (and all the surrounding diamonds that would have cost so much more) they would not do it. You would think it’s a big enough company that they would spend the money to keep happy and loyal customers. I guess they are worried more about their own overhead than their reputation.

I simply wanted to make the company aware that this particular store was knowingly asking minors to fill out credit applications. Had the woman in customer service said to me "we are sorry this happened, and we will speak to the store", I would have been satisfied. That is not what happened but quite the opposite actually. The customer service rep I spoke with turned this into an argument about how it's my daughters fault for having signed the application. I feel as though the company condoned the store's actions.

The lady at the counter who claims was the manager first said that the watch was worn, regardless of all original plastic on watch, and later states that the watch has a small scratch which is not even visible to the eye. I contacted their consumer dept in ohio and was told that if the store does not take it bak they cant do anything. They even told me that they quality control their watches when in fact, when they brought the box out the day of purchase they did not take out the watch and show me that there is no scratch.

I feel as though they are looking for any reason possible not to take back the watch, stainless steel band are not scratch free, dull in color and texture. I need help and its me against a store who refuses to help me in any way. i am out $957.00

One man's 18K gold wedding band brought in for resizing, wife's gold and diamond wedding ring "inspected" and found prongs needed work, man's class ring was "cleaned" and stone loosened. Wedding band was returned after resizing down from 12.5 to 9.5 ring size, class ring was left in hydro sonic cleaner (forgotten by staff FOR 30MIN), stone was shaken loose of mounting, wife's diamond had shoddy work done, sent back for re-work.

Complaint details:

#1 - 18K Wedding band - when returned after downsizing 3 sizes gold removed from ring was not returned (we are looking at .4 inches/9mm of gold band not including the thickness of the band, at almost $950/oz this is a significant amount of gold). I was given the lame explanation that the ring had been "heated and compressed" and that there was no gold to return - explanation is contrary to the laws of physics specifically to the law of conservation of mass, where did the missing gold go? The ring was not made thicker. The explanations given were contradictory and idiotic, anyone with High School Physics wouldn't believe this explanation, two different staff and the manager contradicted themselves as to the facts of the re-sizing process.

I asked for some technical reference and was told that they were not "experts". Why were they representing a process they could not explain?

Now onto the litany of contradictory statements: Explanation #1 - the ring was to be cut, resized and soldered back together (the traditional method), I expected to get the gold piece that was cut out back from the ring (as I have in even third world jewelry stores). Explanation #2 - I was then told that there was no gold to return as the ring had been melted and reformed therefore breaking the laws of physics. Explanation #3 - I was then told that the missing gold had been found and then would be returned to me. Finally the last contact was back to Explanation #2 again - I was called and told the "compression" story again. I have found nothing on the internet nor in the industry standard "Jewelers Repair Manual" (The Jewelry Repair Manual

By R. Allen Hardy, 1996) about this "magic machine" that compresses metal three sizes and doesn't make the ring thicker but keeps all the gold mass intact. The re-engraving they did to the ring was a cheap stamped version which looked horrible, there have been promises made to rectify this as well, we'll see.

#2 - Diamond Wedding Ring - returned with a very sloppy job of re-tipping the prongs. The marquis cut diamond was mounted off-center from the setting, it was also mounted at a slant, not perpendicular to the ring, one of the prong tips was gobbed with too much solder and much larger than the others making it look very sloppy...altogether a very unprofessional job.

#3 - Man's University Ring - stone knocked out of setting due to incompetence of staff - leaving it in the hydro sonic cleaner for 30 minutes. Assured they would fix it and put a "rush" on it. They were to send it to Art Carved facility directly to fix it and re-size it. Now the story is that they sent it to their shop by mistake (caught their staff in a lie on this one) then they had to re-send it three times to Art Carved and still couldn't get it fixed, I am still waiting. They have our original receipt and will now send the ring by USPost under my name and address, hopefully they will not "lose" it and I will not have to prove this, any physical proof that they have it is in their hands, a scary thought.

All in all very shoddy work, incompetent staff who lied and misrepresented in order to dodge responsibility, treating customers like idiots, only skill evident in staff was to "upsell", we are on the fifth week, have pre-paid the repairs, they have our money AND our rings and all we have is aggravation and a great lack of confidence in anything they tell us.

I called the Kay Jewelers district manager Ruben Barrera (16 Feb. 2008) for San Antonio and have heard nothing back from him. I fully expect that they will hope to tire me out with more false promises of customer service and hope I accept their shoddy, incompetent work and unprofessional behavior.

I am concerned especially about the "Lost Gold" fable that they are trying to propogate on the public. This constitutes fraud and abuse of the customer. I believe that they have extracted a substantial amount of gold from my ring in the downsizing process and have retained it for their benefit / economic gain. If this is a common practice with Kay Jewelers / Sterling Jewlers across their "1,307 stores located in 50 states, including the nationally recognized Kay Jewelers and Jared the Galleria of Jewelry brands" (Sterling Jewlers website, as of 24 Feb. 2008), then I am concerned about this as a potential fraud perpetrated on a national scale and could constitute grounds for a class action suite on the behalf of numerous consumers.

I have required Kay Jewelers to respond to my request for the return of my missing gold or the cash equivalent of 18K or a rational, fact-based and verifiable explanation of how gold can be "shrunk" without taking away the resultant mass of metal and making an additional profit on this through fraudulent practices.

She transfered me to Carrol(#5813)supposedly a supervisor and after 3 hrs the conversation ended with her promising to look into the matter with the understanding that we were not going to make a payment until some form of compensation was made. A few days later, I called and spoke with Ahmad(#5022) and had to go through the whole ordeal again with no resolution being made. Once again, I was refered to Carrol(#5813.) She said she had been looking into it but that it would take 10 days for my original credit application to come to her. She said she had turned it over to her supervisor and that he would be contacting us. She asked what I wanted in order to resolve this matter and I said the balance on the account should be zeroed out.

They had broke the privacy act and should be made to compensate for their inability to comply with the laws made to protect private citizens. Carrol(#5022) promised to return my call on Thursday and would have a reconciliation offer. She did not call. I waited till Monday and called her. I was told she had gone on vacation.I have since made two payments and have spoke to many, many reps. All they continue to do is collect money without resolving my complaint. I am receiving 4-5 calls per day. This is bordering the line of harassment.

Kays called Tuesday, November 27, 2007 at 4:49 p.m. Call ended at 5:16 p.m.

Spoke with crystal (2191) who turned this over to her supervisor Serita (2196) to resolve. I read Serita complaint provided to BBB and informed her of the notice we received today about their 10 business days to address the issue. She requested that I speak with Carol (5813) again. I told her it would be useless to speak with Carol since she is incapable of dealing with this situation. Had she done her job, we would not be addressing the BBB. I also informed her that if it is not resolved through the BBB then we will turn it over to the Consumer Protection Agency. I told her that they had broke our privacy rights. She said they listened to the call and Teresa said she was Stacey. I told her we can prove who we are and they should have never had her phone number to start with. They got the number themselves. His ex-wife is not on our account. I told her excuse me, I was wrong your company has changed all our information and have flagged the account to not speak with Teresa. Serita placed me on hold and spoke with her supervisor Carol (5813) When Serita returned to the call, not Carol, she said that she was going to take this matter to the manager to discuss. The manager is Marylin (5966.) Serita was hesitant to give Marylins ext. because she was not aware of this situation yet. I told her I needed it so the BBB would be able to identify her in their follow up. She said someone would be calling us.

Tuesday, November 27, 2007 called 5:25 pm ended 5:29 pm

James (5784) called back. He stated that Teresa identified herself as Stacey and they were in the right. I asked how he got her number. Looked it up in a phone book? He said they had a multimillion dollar system and the information they had on us was no good. I said well, good because it was her cell number you used. They used their system to track Teresa and called her. Of course they could not contact us when they had all the wrong information. They should have never had her number and never should have released information. He said that as far as he is concerned, his company has resolved this matter and if we wanted to pursue legal matters further, go ahead. I said we have already started that process with the BBB. I told him they could let the BBB know he is not going to do anything about this matter.

Now they are claiming that the watch was broken when we brought it in, and that we have to pay for the repairs. This is dishonest and we are upset about having a sentimental item treated this way.

I was told it was a mistake and if I didn't pay $718.00 more, I could not purchase the ring. After discussing the fact that we both made an agreement on the price and felt that Kay Jewelers should stand by their word, we were told to pay more or buy a less expensive, less quality diamond. We did not agree and did not purchase any substitute.

The district manager was called and I was told that that they would send a replacement setting in my size and put the diamond in it but it would take 2 months. I picked up the ring on October 9.They have a return policy of 90 days because of all the terrible that I had with the ring they extended the 90 policy starting from Oct 9.Six weeks later I noticed that the diamond was crooked. I called the store and explained the situation however I was given an attitude by the assistant manager, she told me to speak to the manager Annie since I have been dealing with her since July.On December 5 the diamoond fell out.The prongs were never put on correctly. I have had nothing but problems with this ring and this company.My fiance bought the extended warranty on the ring as well.We want our money back since they can't fix this ring and since they ruined one of what is supposed to be the happiest times of my life.They are giving me the run around.This had been such an emotional drain on us.

As well as a cost calling and driving back and forth to the store.This company is a horror store. Something needs to be done to help the victimized consumer.I have been engaged now for 5 months now and I have only worn the ring 7 weeks out of those 5 months.

The next time she wore the bracelet was on 01/06/03. She was using the restroom in Perkins restaurant in State College, Pa. when the bracelet fell from her wrist and into the toilet. She heard something strike the toilet but could not see anything in it because of the way the toilet bottom sloped down and away. Thinking it was the zipper of her coat or perhaps a penny had fallen from her pocket she flushed the toilet after she did not see anything in it. When she rolled back her sleeves to wash her hands, she realalized that her bracelet was not on her wrist. At this time she notified the assistant manager of the restaurant who attempted to assist my wife by plunging the toilet and physically reaching into the bottom of the toilet with a gloved hand to feel for it. It could not be found. My wife contacted the Centre County Sewer and water Authority about the mishap.

They responded beyond their role of duty by sending a man out to camera scope the drain and trap. She was informed that it had probabley passed beyond the trap and once it reached the main sewer line that it was no longer recoverable. The same day the bracelet broke and fell into the toilet, we returned to Kay Jewelers, in Altoona, Pa. where we had purchased it. We explained the circumstances to the Manager of the jewelers who responded by calling his supervisor, Mr.Nick Mageras. Mr. Mageras had him tell us that the lifetime guarantee that we purchased would not cover loss. We understand this,but the bracelet clasp was broken from the day we purchased it. It had been returned once to the Jewelers for a repair that turned out to be inadequate.

Had I been able to recover the bracelet we would most certainly have returned it for a replacement. The store manager told us that Mr.Mageras said we could purchase a replacement bracelet for an additional $225.00. I don't feel that I should have to continue making payments on the original bracelet plus pay an additional $225.00 for a replacement. We were sold an inferior bracelet from the beginning, and all I am asking is that they accept the responsibilaty for the broken clasp and replace the bracelet at no additional charge. We have contacted our homeowners insurance and they have told us they would cover the loss, but the manufacturer of the bracelet should be responsible for the product. My wife has called Mr. Mageras and left messages with his answering service to return her call. He has had several days to respond but has not done so. We feel that we are not being treated in a respectful manner and would appreciate your consideration on this issue.