Kay Jewelers Corporate Office Headquarters

147 comments
Kay Jewelers Corporate Office Headquarters
Address:
Sterling Jewelers, Inc.
375 Ghent Road,
Fairlawn, OH 44333-4600 USA
Corporate Phone Number: 1-800-877-8169
Customer Service Number: 1-800-527-8029
Fax Number: n/a
Email: n/a



SHARE:
Next PostNewer Post Previous PostOlder Post Home

147 comments:

  1. WE HAD BOUGHT A WEDDING SET FROM KAY JEWELERS IT IS A NEIL LANE SET. IT WAS BOUGHT AT THE LAKESIDE MALL LOCATION IN MICHIGAN. WE HAD THE WORST EXPERIENCE MY FIANCE WANTS TO RETURN THE RING BECAUSE EVERY TIME SHE LOOKS AT IT SHE THINKS OF ALL THE HEADACHES. WE WERE LIED TO BY THE STAFF, IT WAS PUT ON A CREDIT CARD THRU KAYS AND WHEN THE RING CAME IN ONLY THE ENGAGEMENT RING CAME IN THEN THEY TOLD ME I HAD TO PAY 500.00 TO GET THE THIRD BAND. THEN WE FOUND OUT THE RING WAS IN SINCE DECEMBER. WE WILL NEVER BUY SOMETHING FROM KAYS AGAIN AND I USE TO BUY ALOT OF STUFF FROM KAY JEWELERS. TIM MCKENNEY

    ReplyDelete
    Replies
    1. i worked there for 3 years.The company sucks.The merchandise would come in with missing diamonds all the time,we would replace the diamonds with very poor quality ones so we didnt have to pay our jeweller too much.We jacked up the costs of repairs over 3x the cost or more,the sizing of rings was so poor...the rings were all scratched up,soldered improperly,never rhodiumed properly,we forced people to open credit accounts or we got into troible,the diamont quality of the solitares and most of the bridals sucked...but we lied or hid the quality from customers....most of the diamonds had so many flaws and inclusions and the colors were so yellow or dark,i was so embarrased to sell the shit.The leo and tolkoski sucked too.But we lied and said how more brilliant they were.Go on 5 south wabash to jewellers row and youy could get real nice quality,bigger selection,and cheaper prices...new york jewellers is great amongst others.Kays/jb robinson/jerods are all the same company....all with crappy quality everything....mostly all created colred stones,few real,all in sterling silver....what a joke,they tarnish like crazy....jane seymore,loves embrace....all shit silver garbage.This company is for people who dont know anything about jewllery.Kays,zales,rogers and hollands,are all the same garbage.Go downtown,,,,great stuff....if you need advice on where to go or about quality of stones,let me know.

      Delete
    2. Dear Anonymous, we had a terrible customer service experience with Rick Nimphius at Kay Jewelers in Ocala, Florida just hours before we were due at the altar. The ceremony is anxiety-ridden enough, without the added stress that we did not expect to run into with Kays. We were rather confident that Kays would handle the purchase and delivery of my bridal ring with sensitivity for the memory and lifetime commitment we are purchasing, not the hardware. It a resolvable issue, for a well-trained salesperson, but escalated into my fiancé being escorted from the store....just hours before we were due at the altar! The experience added unnecessary stress to a beautiful occasion, and the lack of customer care follow up has made it worse. Needless to say we returned the ring this evening. And even worse, the same employee, Rick Nimphius, expressed zero compassion or empathy and maintained his arrogant and hostile manner by letting me know how pleased he was to process my return. With complete disregard for the sale of a wedding band/memory, but rather the sensitivity that might be associated with selling a vacuum cleaner. Anyway, I am very sorry for the initial salesperson, Chance, who was an absolute angel. He really made our dreams come true and bent over backwards to sell a memory.......and we were looking forward to future sales with him as we added to the bridal set, my son's college graduation, my daughter's birthday, etc. As a former saleswoman and current Customer Service Excellence team member [I am still in the field of customer service professionally] I was astonished that there was no consideration for his fellow sales colleague who did an admirable job at finding the exact ring we loved! Furthermore, I went all the way to the District Manager and still have not been contacted, which further offers no customer or employee support. I can understand why you left the company, and I would advise the same to anyone considering a career at Kay's. I will be in contact with Levian to let them know how Kay's sales team poorly represented them from management down. Which only serves to demonstrate that a sales team is only as good as its leaders. Anyhoo, fortunately Kay is not the only Levian broker and we will shop elsewhere......that is not affiliated with Kays. Your suggestions are highly appreciated and valued. Thank you in advance.

      Delete
    3. Dear Anonymous,
      My family has bought from Kay's for years, but it has gone to an all time low. THEY WERE A SPONSOR FOR THE DISCOVERY CHANNEL SHOW "EATEN ALIVE"! It is disgusting, animal cruelity when a man in a "amored" suit attempts to be eaten alive by an anaconda snake living in a wildlife preserve. This stunt could easily kill the snake. What is worse is the name KAY JEWELERS & THE SLOGAN APPEARS ON THE SCREEN THROUGHOUT THIS EVENT!
      WE WILL NEVER SHOP AGAIN AT KAY! Quality has gone down, now they are trying to get people in with this kind of garbage advertising. If this is the image that Kay Jewelers wants to project, then please let people know!

      Delete
    4. Dear Anonymous,
      I agree with you I've had nothing but headaches with they as well. First my husband ring needed to be size up and mine size down which suppose to take only 2 weeks,my husband was to receive his ring back on 12/09/14 as of today 12/11/14 he still doesn't have it... And they had the nerve to call me saying I have a past due bill of 135.00 which my bill isn't due till 12/26/14... mine you I still don't have my merchandise and the amount due is only 14.16 which is for a gift for my granddaughter.. I'm so pissed right about now with Kay"s about to tell them to keep the rings and credit back my account! NEVER AGAIN WILL I PURCHASE ANYTHING FROM THEM I WOULD NOT CARE IF IT WAS A PIECE OF BUBBLE GUM I'M DONE!!!!!!!!!

      Delete
    5. I just bought a an enhancer for my diamond and they asked if i wanted to pay the extra 400.00 and I said no. I have been waiting for my diamond to be sent back to me for 3 weeks and found out they never canceled the order. I called last night and threatened them i would get my lawyer which i will if they went ahead with the enhancer and that I wanted my diamond back "NOW". this is in Smithfield, RI and I will never do business with them again.

      Delete
    6. Having same problem my daughter bought me something for my birthday keeps on broking calling headquarters

      Delete
    7. Having same problem my daughter bought me something for my birthday keeps on broking calling headquarters

      Delete
    8. I thought long and hard about sharing a review about my experience and I really tried to let this issue go, but I just can't. I visited the Lynchburg, VA store over the Summer to have a ring inspected. This ring is important to me as it is a twisted white/blue diamond ring (thin blue line to support my husband in law enforcement). I was told when purchasing the ring at the Charlottesville, VA location that every 6 months you must get it inspected to maintain warranty for any lost diamonds. When I took it in, the store manager told me that I was missing one diamond and that it would be sent to the shop. Upon it being returned, suddenly I was now missing 5 diamonds and upwards of 15-20 prongs were broken/bent. What in the world? How do you go from being told that I am missing one diamond and that it looks good, to it looks AWFUL and it's been deemed irreparable by their jeweler whom refused to do any work on it. The cost to apparently get my ring fixed, somewhere else, would be more than 3x what my husband paid for the ring. I was told by sales associate (sales associate number 359129) that I didn't have a warranty on my ring, but I remember asking for it when we bought the ring!!! The sales associate said that I must have drug my ring on the ground to make those prongs break in a very accusing voice. WTF??? I wear my rings - that's it. I'm a teacher - not a construction worker. Not only was this sales associate rude when calling me to blame me for the damage to the ring, but she had the audacity to hang up on me and didn't call me back. When I went to the store to pick up my now damaged ring, the woman said she hung up because the store was busy....NO WARNING???? She also began to argue with my husband in the store in front of other customers and her manager who did NOTHING (manager number is 192693). Honestly, Kay Jewelers is not a customer first company OR else they would offer to do something to help fix this situation. NO new ring was offered - only a lousy 10% off a new ring. HELL NO - I lay complete blame on the jewelers who worked on my ring because when it left, it looked beautiful, with one missing blue diamond. When the ring returned, the blue rodium was removed from the diamonds and more diamonds are gone and prongs are broken. Thanks for nothing Kay. I refuse to step foot in your company again. Your sales associates and managers need to take lessons in how to talk to customers and how to inspect rings!!!! I have urged friends and family to never use this company either!!! After what happened to my ring, EVERYONE reading this should consider a different jewelry store.

      Delete
  2. My fiance bought me a ring from Kay; the most perfect and beautiful ring I could ever imagine. There was only one problem, it was a size too big. We sent it in to get re-sized and it came back to us in a terrible condition. The bottom was completely flat and there were holes in it. We sent it in again to get it fixed, hoping that they would make it perfect again, and yet again it returned to us in terrible condition. The customer service is far less than satisfactory, especially since they were the ones who damaged the ring. I suggest NO ONE go through Kay jewelers who doesn't want to deal with the disappointment. They will not listen and they will not work with you. One of the SUPERVISORS even told me they have the ability to help me with what I want, he just won't, nor will anyone else. Stay away from Kay! -Brenda Hotchkiss

    ReplyDelete
    Replies
    1. Ya i bought my wife at the time a engagement ring.. she upgraded it behind my back.. Kay let her do it without my approval.. we r now divorced.. They r killing me with interest charges.. they just wanna make a buck they dont actually care about there customers.. I know alot of people and i have told several to stay away from kays.. There customer service people r a joke.. cant speak to anyone at the top.. They dont wanna help people who r trying to make payments but add an additional several hundred dollars in finance charges.. any other corporation would work with u.. They r a disgrace in my opinion..
      Dave

      Delete
    2. Dave ... its not the store.. its whatever bank finances the account.. once you leave the store its no longer Kay that u owe.. Although per law if they allowed her to make any changes that affected your account.. and she was not on the account YOU DO NOT HAVE TO PAY IT

      Delete
    3. Alicia RobinsonJuly 29, 2014 at 12:56 PM

      I purchased a sapphire ring and braclet, 7/28/2014 from Kay Jewelers located in the Metro Center Mall in Phoenix, AZ, but did have a nice customer service experience when they were selling me something. I actually go a new guy, and all was well. Now lets get to the worse part of the experience. I realized the next day that the salesperson charged me for two different warranty plans. I called in to inform them of the error and got Donna, an older lady who was sitting around doing nothing when I arrived the day before. I informed Donna of the error, and she placed me on hold then came back and said that if I want a refund of the warranty I would have to pay $20 to have the ring sized, which was already in the process (takes two long weeks to size a ring that is sized in their back room). My response to her was that $20 was a lot of money to size a ring, and Donna's response was you should keep the plan if you don't want to pay the $20. It was her tone that bothered me most because I am a customer service trainer and adjunct professor who takes pride in delivering excellence, something Donna doesn't feel she is suppose to do. I then became bothered by her disrespectful and unprofessional response, so I responded by saying, ok that's fine I'll pay the $20, but I will never shop at Kay's again, Donna's response was, that's fine you don't have to shop here. That took the cake! We could have gone on and on, back and forth, but I realized I was dealing with an AZ native who feels they can treat people any way they like as well as say anything they like. I have dealt with Jareds in the past located in Columbus, OH for years, and very disappointed that they have allowed such a ruthless and pathetic company buy them out. I undersatnd business, but I wish there would have been some other way for them to remained separate from Kay Jewelers. In Huntington, WV they fell short of delivering borderline customer service as well, but you get what you pay for! They really should teach them the Customer Service Motto! I will share this experience with my colleague in NY as well who is assocated with the executive team, and prompt them to read the complaints their stores are causing.

      Delete
  3. I contacted Kay jewelers because my statements were not being recieved. In an oversite I missed a couple of payments. They reported me as a slow paywithout ever contacting me. I finally figured out that I was late and caught up the payment. I called customer service to see if they could help me out and remove the report and they are reluctant. I have been a customer for 2 years and they won't even help me out 1 time after it was clear there was a discrepancy with their billing.

    ReplyDelete
  4. I contacted Kay jewelers because my statements were not being recieved. In an oversite I missed a couple of payments. They reported me as a slow paywithout ever contacting me. I finally figured out that I was late and caught up the payment. I called customer service to see if they could help me out and remove the report and they are reluctant. I have been a customer for 2 years and they won't even help me out 1 time after it was clear there was a discrepancy with their billing.

    ReplyDelete
  5. Apparently by the look of all the comments here, I am not alone. Kay jewelers is the WORST company I have ever dealt with. To make this short and sweet (more like bittersweet)... My fiance purchased my engagement ring in june of 2012...I had to have it sized, sent it out and the band came back crooked. I dealt with it. Then i noticed the band was pulling away from either side of the diamond...so I took the ring back in and of course it had to be sent out again. Yet another 3 weeks without my engagement ring. Recieved the phone call to go pick it up. When they handed me my ring, the first thing I noticed is the huge gouge out of the band...not a scratch, it was gouged, you could feel it with your finger. Then I noticed nothing had been done to minimize the gaps on either side of the diamond (which everything was catching on). I was beyond upset and disappointed. The manager told me that it could be buffed out...UMMM OK...and why did this not happen BEFORE it was sent back to me. They talk about having quality control...NONE! If they can send a ring back to the owner damaged...NO that is NOT quality control. Then to blame myself and say that I could have done it, when for the past 4 weeks my ring was in YOUR care!!! I had it in my hand for less than 5 minutes when we noticed the damage done to it. I don't think anyone could scratch a white gold band that fast....with what? a fingernail? come on now! I took my ring for fear of sending it back, after making sure they made a note on the reciept that it came back damaged. I proceeded to take my ring to a local jeweler to have them look at it for a second opinion where I found out my diamond was CRACKED!!!! and was NEVER informed of this from KAY!!! Some quality control right there at its finest. Moral of the story....DON'T SHOP AT KAY JEWELERS! Only if you enjoy getting ripped off and like having your jewelry look like a mechanic wore it after you have it sent out!

    ReplyDelete
  6. I am so embarrassed for Kay Jewelers, at their Paramus Park Store in NJ, there's an employee Amy Doot who dresses as if she works on 42nd St. very unprofessional, we walked out!

    ReplyDelete
    Replies
    1. we went to the Rockaway store and were VERY displeased when you buy an expensive bracelet then won't even adjust it for free...even with us buying the extended warranty!

      Delete
    2. The extended warranty should allow for you to have the bracelet adjusted, the extended warranty should cover cleaning, resizing, adjusting, and replacing gems, diamonds rubies and so forth

      Delete
  7. I bought a 3-stone diamond ring in Dec. Took it in to be sized at the end of Jan., also requesting scrap gold be returned. Was called a couple weeks later to pick up. Ring in, no scrap. Told them I would wait and accept when order was complete. Next trip in, looked over ring. Lab had cut out 14K stamp. Ring was sent back to be restamped and scrap was requested again. Finally, ring and scrap came in. But, now my ring has a tool cut inside of the band! Employee tries to tell me this is a seam. Definitely not a seam! Poor workmanship, that's what it is!
    Kay's needs to train their salespeople and managers to be competent, responsible, knowledgeable, and honest. Stop all the BS!
    The lab needs to clean house and hire professionals. We, the customers, entrust these current slugs with our precious jewelry, only to be subjected to excessive disappointment, humiliation, and stress.
    My bad experiences occurred at the Kay's at the mall in Hanover, Pennsylvania.(Yes, there was another incident where the salesgirl broke my gold chain. Instead of replacing as I was told, the lab soldered it).
    My recent call to HQ staff, Shawna, was like talking to the wall.
    I am totally finished dealing with Kay Jewelers. Others beware, shop elsewhere. Save yourself a lot of grief!

    ReplyDelete
  8. I am having the worst experience ever with Kays, just like the one's mentioned above. I am helping my son who is overseas get a wedding set so he can propose and get married while home on military leave. I ordered the set in January. It has been set back three times now for not being the right size!! It is now March and once again being sent back! My son is coming home in 30 days to get married and I still am unable to produce the ring he had me order for him. On top of it each time they have had to reorder it they ask for more money. I refuse! They also don't call you when it does come in. I just thought I should stop to check and see if it was in and it was but yet once again it is wrong. If I have time I am going to get my money back, go to another store and see if they would like to sell me a wedding set and have if sooner than the three months that it has taken Kay. My son is serving in the Marines in Japan and I would very much like him and his fiance's day to be a great one. However it is looking like his 30 days at home might be a night mare!!!

    ReplyDelete
  9. Lets say that I ONCE USED to love Kay, but ever since I was proposed to exactly a year ago, I have been really disliking (more like hating) Kay Jewelers. Lets start from the beginning, I was proposed to a year ago an I was the happiest person on this earth, until I decided to look at my ring some more and found an engraving in the inside of the ring with a rock in the middle. So I looked at the ring and realized that the ring have two peoples name that wasn't either mine or my fiancés name. I told my fiancé and he was horrified and I told him "don't worry about it we will talk to Kay and everything will be worked out because Kay is a great place!"

    ReplyDelete
  10. Before we went to Kay my mother saw my ring and her being a little blind she didn't see the engraving but she did see the rock in the inside of the ring. So when we went to Kay store that my ring came from so my fiancé asked if they sold any used rings and they said "No sir we don't, all of our rings are new" so we used them my ring and they went to saying that it wasn't their fault that one of the new employees made a mistake and not to worry about it they will take care of it. So we asked them for our troubles if we can please put the rock in the inside of the ring for free, and the manager said "No we have to buy the rock and pay for them to put it in" we were so angry and annoyed but we decided to just do it and talk to someone higher like the customer service people.

    ReplyDelete
  11. So we call the customer service line and they told us they can't do anything about the rock and that we have to pay for it. After 2 weeks of waiting we get a call from the Southland Mall Kay in Miami FL we get the ring and the stone is put in the right place and they had put an engraving that was done with all caps and it looked horrible in compared to the engraving on the first ring we got, ON top of everything else the ring was two sizes too big! So we tell them the ring is too big and they take it and resizes the ring, after another two weeks without our new ring I get a call from Kay and when we got there so now the size of the ring was ok but stead the stone is no longer in the middle, but now its on the side of the ring with half of the engraving cut off. So I was really upset that I decided to go to another Kay Jewelers and I spoke to the manager there and he said that everything will be ok and that he will take the messed up ring and just get a new ring get the correct size, put the stone on the right spot, and have the engraving written the correct way. After 3 weeks we get the ring back and everything about it is FINALLY perfect.

    ReplyDelete
  12. Now I have the ring for about 2 weeks and I realize that the 14k white gold is now turning yellow. So I call the Kay at International Mall and tell them that, and they say because of my pH levels the white gold will come it off. So I just decided to ignore it and have the white gold to be placed on it when we were closer to our wedding date. So now 6 months has gone by since we got the first ring and I did an inspection and everything was fine with my ring. About 4 months later I felt and saw a chip on my main diamond, and I took it to my jeweler that will be making my custom design wedding band and he said I had a small chip on the diamond. So I went back to the International Mall Kay and when I got there there was two people working and I wasn't even spoken too after 20 minutes of waiting, they just continued talking to people that came after me but never even looked at me to tell me they will be right with me.

    ReplyDelete
  13. And after 30 minutes I finally had to attention of the assistant manager and I told her I had a chip and she told me that there was no chip and that it was just an embellishment and to not worry about it, I insisted on getting my diamond changed and she told me don't worry about it she will do that for me that it will take only 2 weeks to get that fixed. After two weeks I didn't get a call from Kay that my ring was in so I called and had to ask about my ring and they said that my ring was already in. So I went to get my ring and when I get it the first thing I realized was that my engraving was completely gone, and that the chip of the ring was still there. This time the manager was there and I told him there was a chip and he took my ring to the microscope to try to show me it was an embellishment and all it did was prove to me it was a chip. But he just kept on telling me that it wasn't a chip and that I wasn't feeling anything on my diamond. So I went on the call customer service and spoke to Bobby, she was very helpful and explained to me to just take it to another Kay jeweler and have them look at it and see if there was really a chip in my diamond.

    ReplyDelete
  14. So I went to Dadeland mall and spend 25 minutes waiting to see if the assistant manager at the time will find the chip I kept on feeling on my ring. And he found it! So he told me that he had to take it to the main office and change the diamond and not to worry it will arrive before my wedding day in less then 4 months away. He said max it will take them 8 weeks to get the ring back. So I was very nervous about it but said "ok", I called to talk to Bobby again to tell her that there was a chip on the ring and she said she will send me a coupon for 50 dollars for all the trouble I have had, and that she will keep an eye on the ring to make sure they can rush order my ring. I get a call from the Kay at Dadeland that my ring was in after 4 weeks and I was very surprised and happy and I made sure to ask the person I spoke to if my diamond was changed and she said yes don't worry it was beautiful. So my fiancé and I drove together and to get the ring. When we got there and they gave me the ring I starting felling for the chip and I found that the chip was still there! So I told the manager the chip is still there and she looked at the paper work and told me that the company said I NEVER did an inspection so I no longer had the warranty and that we had to pay to get my diamond changed.

    ReplyDelete
  15. So I started to cry and my fiancé had to handle it. The manager informed us that the system was down so she couldn't look to see if I was telling the truth about me getting my inspection done. And that she will get back to us the following day. I called customer service to talk to Bobby but she wasn't in for the day, and I spoke to someone else. The person told me that there is NO record of me getting my inspection done and she couldn't do anything about it. And that the only thing she can do is give me the courtesy of allowing the time that I brought the ring in the beginning of January to be my inspection even if my real inspection date was in September! So I made sure to call Kay Jeweler at International Mall to see if they had information about my ring and to see when was my last inspection, so they informed me that my last inspection was done on September 11. My fiancé called the customer service again and they told him that we should have the ring send back to them so they can change the rock. PROBLEM is that I need my wedding band to be made and they need my engagement ring with them to make the band and it takes them 3 weeks to make my band! So we didn't have enough time for them to return the ring and get my band made before the wedding. So she told us to not worry and just take the ring back to Kay before June to get the diamond changed or else they can't do anything about it. So at this point all I know is that I WILL NO LONGER GO TO KAY and I will tell everyone I know to NOT GO TO KAY or any jewelry store that is related to Kay. They don't care about their customers and I honestly rather get another ring so I don't have to remember all the stupid headaches because of this ring! So the moral of this story is DON'T GO TO KAY!!!!!!!!!

    ReplyDelete
    Replies
    1. Exact same thing is happening to us! Have had my rings for 5 yrs! Inspections faithfuly! Now diamond chipped on pressure setting! They "don't have records of any inspections" other than when ring was purchased! Seriously! ? I've had to wear ring spacers this whole time BC they told me to resize they'd have to remove over 1 kt from engagement RI.g & several from wedding band! & now from everything I'm seeing who knows if I'd ever even get them back! Ill be taking to a private jewelr don't care if I have to pay out if pocket! Do not go to Kay's! They can't be trusted!

      Delete
  16. We had my husbands wedding band resized at the same store where we purchased it. It came back so small it would only fit his pinky. The salesperson said they could put a patch of gold in it that didn't match the rest of the embellished ring or just buy an new identical ring. Both options at our cost.
    We are waiting for the outcome.

    ReplyDelete
  17. so we have had a problem with kays for a long time now. I want to start by saying they told me I was getting engaged. then when I got married my diamond in my wedding ring fell out 5 times with in 8 months. I never had my ring it was always in the shop finally the gave me a new one. so my husbands wedding ring was sent off on 3/28/13 and it is may 1 and we do not have his ring back. I have called the number that was given to me 1800.877.8169. they just say I'm sorry well I'm sorry doesn't give me my ring back . our 2 year anniversary is on the 8th and they don't think I will have it by then its been over a month. dose any on know another number that I can call im so over this I will never buy anything from them again.

    ReplyDelete
  18. I have been buying jewelry from Kay Jewelers in Gastonia , NC for 10 years. Until recently i was happy with them. I purchased a ring with my child's birthstone, name and birthday on it. I was so happy to get it. We were told it would be here on the 12th of May. It is not May 31st and I have not recieved the ring. We called last wednesday and it was in transit. Called on Saturday and they dont recieve shipments on the weekend. Called TUesday and was told Monday was a holiday. (it was a holiday but its been two weeks since my ring was suppose to be here.) Called Wednesday May 29th and still not here. Called today May 31st and its still not here. We were told today its suppose to be here today and that when the shipment comes in they will give us a call. This is ridiculous. The girl who help us was new and there were only two people in the store when the ring was purchased. The girl who was new had to do it pretty much by herself. She new all of our information memorized when it was all done. Dont know if the order wasnt put it or if something happen and we werent called. THis is absolutley ridiculous. I understand things happen. Everytime we have called could never speak to the same person. I believe after i recieve my ring ( it better be right after the wait) i will not return to this store. I am a long time customer and am not happy at all with this store. There needs to be more than one other person in the store when someone is training. They have not apologized yet for the delay.

    ReplyDelete
  19. I custom made my ring so when it was done they called me to pick it up going to kay jewlers at fiesta mall in arizona I was really excited to wear it but when I received my ring the stones were different colors and different sizes it took two weeks to get my ring and know I had to wait again two more weeks so I did ring came in and again it was incorrect so here we go again another two weeks. ring finally came back fine didn't notice anything wrong and a stone fell out and had to send it again and it feels like dayjaview.will never buy anything here again...

    ReplyDelete
  20. ON 6.8.13 I WENT INTO THE KAY STORE AT A MALL NEAR ME TO GET A RING SIZED THAT MY BOYFRIEND HAD BOUGHT FOR ME. THE ASSISTANT MANAGER PHYLLIS WAS HELPING ME. AFTER THAT TRANSACTION WAS WRITTEN UP, AT THE SAME TIME, I WANTED THE PENDANT I WAS WEARING CLEANED, SO I TOOK IT OFF AND SHE PROCEEDED TO TAKE IT UNDER THE MICROSCOPE TO INSPECT IT. SHE SAID THE CENTER STONE WAS LOOSE SO, GREAT I NOW CAN GET A PROFESSIONAL CLEANING SHE SAID TO ME. RHODIUM. HOWEVER WHEN SHE LOOKED IT UP IN THE COMPUTER AN EXTENDED SERVICE CONTRACT WASN'T PURCHASED WHEN MY BOYFRIEND HAD BOUGHT IT FOR ME. I ASKED EVEN BEING UNDER A YEAR OLD YOU DON'T GUARANTY THE SETTING? NO, WE DON'T SHE EXPLAINED, SO I WAS LEFT WITH NO CHOICE BUT TO ASK HOW MUCH IT WAS GOING TO COST ME TO FIX. I DECIDED IT WAS JUST WORTH PURCHASING THE EXTENDED WARRANTY RATHER THEN PAY FULL PRICE FOR THE REPAIR. AND I WAS ABLE TO DO THAT, SO I PAID ABOUT $77.00 FOR THAT.

    I WAS TOLD ABOUT 10 DAYS FOR BOTH AS YOU HAVE TO SEND THEM OUT.

    A WEEK LATER I GOT A CALL FROM THE STORE THAT BOTH ITEMS WERE READY FOR PICK-UP.
    I WAS VERY EXCITED, AS I HAVEN'T EVEN BEEN ABLE TO WEAR MY NEW RING YET, AND COULDN'T WAIT TO GET IT. THE FOLLOWING DAY ON 6.15.13 I WENT TO THE MALL TO PICK THE ITEMS UP. THE WOMEN FIRST TOOK OUT MY PENDANT AND HANDED IT TO ME. AFTER I LOOKED AT IT, I COULD SEE IT HADN'T BEEN CLEANED AT ALL. I EXPLAINED TO HER, THAT IT WASN'T CLEAN AND SHE WIPED IT WITH A SOFT CLOTH AND HANDED IT BACK TO ME. IM SORRY THE STONES AND WHOLE PENDANT WAS STILL DIRTY AND DULL LOOKING. I WEAR IT EVERYDAY AND I CAN TELL THAT IT HADN'T BEEN PROFESSIONALLY CLEANED AS I WAS TOLD IT WOULD BE. OK, SHE THEN TOLD THE MANAGER AND HE SAID NO PROBLEM SEND IT OUT TO HAVE RHODIUM DONE. (I THOUGHT THAT WAS WHY IT WAS SENT OUT ORIGINALLY ALONG WITH FIXING THE CENTER STONE?) OK WHATEVER; THERE WAS NOTHING I COULD DO ABOUT IT.

    THEN ONTO MY RING SHE HANDED IT TO ME AND HAD ME TRY IT ON. IT FIT GOOD. SHE THEN SAID I NEED TO TAKE IT BACK TO CK THE SERIAL NUMBER. SHE CALLED ME OVER TO THE MICROSCOPE AND READ OFF THE NUMBER TO ME- WHICH MATCHED MY PAPERWORK. SHE EXPLAINED TO ME THAT ALTHOUGH IT’S THE CORRECT RING AND THE SIZE IS GOOD, IT NEEDS TO GO BACK AS WELL BECAUSE THE END STONE IS VERY LOOSE.

    AT THIS POINT I WAS VERY UPSET. I ASKED DOESN'T SOMEONE CHECK THESE ITEMS IN? SHE SAID YES. I SAID DO THEY INITIAL THE PAPERWORK? SHE SAID NO. SO YOU CAN SEE MY FRUSTRATIONS HERE. I DON'T HAVE TO TELL YOU THAT WHEN A PIECE OF JEWELRY GOES OUT FOR A REPAIR, LET’S SAY A SIZING...NOT ONLY SHOULD THAT BE DONE BUT AFTER THE RING IS SIZED, IT SHOULD BE CLEANED AND INSPECTED BEFORE BEING SHIPPED BACK TO THE STORE FOR THE CUSTOMER. SOMETHING IS WRONG HERE. AND THE CUSTOMER IS THE ONE SUFFERING. SO NOW I WALKED IN TO GET MY RING AND MY PENDANT BACK AND HAVE TO WALK OUT WITH NOTHING BECAUSE MORE THEN ONE PERSON HERE ISNT DOING THEIR JOB.

    I AM VERY UPSET AND DISAPPOINTED IN KAY THAT NOT ONLY DON'T YOU STAND BY YOUR SETTINGS BY WARRANTYING THEM FOR AT LEAST A YEAR AT NO ADDITIONAL CHARGE TO THE CUSTOMER FOR REPAIRS BUT YOU ALSO MAKE THEM PAY FOR AN EXTENDED SERVICE CONTRACT AND THEN YOU DON'T FIX THEM PROPERLY. THIS IS UPSETTING, I WOULD EXPECT MORE FROM KAY JEWELERS, MUCH MORE.

    ReplyDelete
  21. We purchased our wedding rings in 2001. We purchased the best warranty at that time and have had our rings inspected every 6 months. Unfortunately I came down with cancer and things got very hectic and we missed out last inspection. When my wife brought her ring in today to get the inspection she was told that there was a chip in one of her lesser diamonds and instead of being told nicely that because we missed the 6 month inspection that diamond wasn't covered but they would see what they could do to help us out, they said your warranty is now totally null and void on the whole ring unless we fix that chipped diamond. They made sure to say none of the other diamonds were covered even though they were all in good shape and prongs were solid. I guess it really shouldn't surprise me since I had purchased a black onyx ring there and the onyx cracked and they wouldn't replace it either even though I was told at the time of sale that it would be covered under the warranty. In short, either the parent company, Sterling Jewlers have people at Kays that are grossly misrepresenting that company, or Sterling is fostering this poor behavior. I guess it really shouldn't surprise me since I had purchased a black onyx and diamond ring there and the onyx cracked. They wouldn't replace the onyx either even though I was told at the time of sale that it would be covered under the warranty. I know I have spent well over $2,000 and had plans for more purchases, however, there are other jewelry stores where customer service is on top with quality diamonds.
    My suggested resolution is simple, provide good customer service and keep the customers you have, it's easier than trying to get new ones. The warranty was grossly misrepresented in that if one thing goes bad that none of the rest of the ring is covered unless you are allowed to fix the problem first and then the warranty would go back into effect. I'm not even sure that the diamond is actually damaged or is this an underhanded way to get more money out of people. Not every kiss begins with Kays.
    Now I filled this out on their web site and went to process it. I was totally shocked to find that there is a $25 fee to process a complaint. My question is answered. It is Sterling Corporation that is causing me to never shop at Kays or Sterling Jewelers EVER Again. They should rest assured I will be more than happy to let others know of my experience It shouldn't take too long for word to get out. There is always Face Book, Twitter, and other social media such as Angie’s list which also has a lot of subscribers such as myself. Good luck Sterling Jewelers and go out of business soon. I encourage all who have problems with these guys to post on all social medias to spread the word. Every Kiss from them can begin with my A.

    ReplyDelete
  22. Jason McElmoyleJuly 11, 2013 at 12:51 PM

    WORST COMPANY EVER. THEY DO NOT STAND BY THEIR PRODUCT!!! I purchased a ring for my fiancee in October of 2012. We were engaged on Christmas Day of the same year. In June of 2013, a diamond fell out of her ring. Now disgusted, we returned to the ring to the store to be fixed. We were told 12 weeks! The repair will take longer than the amount of time the ring was on her finger. IT GETS WORSE. The Kay Jeweler store sent the ring to the wrong repair shop adding to the amount of time under repair. When I contacted KJ headquarters I was told the ring was being diagnosed but they weren't sure where the ring was at the moment. HOW DO YOU LOSE A RING! The lady told me she would call me back in a week with an update. 3 weeks later and still no call. So today I called KJ headquarters again and was told that my ring could not be fixed and had to be sent to the manufacturer and it will be another 8-12 weeks. I called 10 minutes later (to see if I got the same story) and got a completely different story. My ring could be fixed by KJ. They told me the ring was not defective. If the ring was not defective we would not be having this conversation I said. Everytime I called I got a different story from a company that does not stand by their product. I stated that I wanted my money returned or the option to get a new ring. They offered me a $25 gift card. YIPPY. If I wanted to return the ring and get a new one, I would have to buy a ring worth double the amount. THAT MAKES NO SENSE. Awful company that sells terrible products and, hard to believe, a customer service that is even worse. I just want my money back or a new ring worth the same value. I would not even buy a dog collar from this store. DOES NOT CARE ABOUT THEIR CUSTOMERS OR THEIR PRODUCTS!!!! SHOP SOMEWHERE ELSE!

    ReplyDelete
  23. WOW!!! I guess from the sounds of it, I am not alone when it comes to getting things done and fixed when you purchase something from a company with a great reputation. I was given a beautiful 3 heart shaped pink sapphire ring for mothers day from my husband in 2003 and over the past 10 years, I have had it re-sized a few times and then just last year the band broke and was told that the warranty that was purchased at the time he purchased the ring would not cover the repair. So needless to say, we ended up paying $150 to get it fixed. Now, I have sent it back to them to have more repairs done and waiting patiently for it to be returned to me. I lost the stone and so they had to cut a new stone and the first one was the wrong color and so they send another one and still waiting to be sent back to the store. I was originally told that when I took my ring in on May 8, 2013 that it would be back in 2 weeks, then I get told that the warranty company was not going to repair the ring because there was too much stuff that needed to be done with the ring that they were not going to cover it, and instead give us what we paid for the ring 10 years ago, which was on clearance and on sale. So the manager on duty was going to find another jeweler that would do the lazer work. Finally 2 months later they find one in CA that use to work for them and is willing to do the work. I have been too many expected arrival dates and still no ring.... I have gotten the majority of my jewelery from them, and I don't think that I will be getting much more from them in the near future or ever. I hope that when I finally get my ring back that it looks the same as it did before I took it to them needing repairs done.
    My best judgement to anyone getting jewelry from them to make sure and read the fine print on the warranty and if you need something repaired, don't take it to them unless it is covered by the warranty company.

    ReplyDelete
  24. We had got our ring set from here and i have levian and he has a black diamond ring well he lost the black diamond in one of the slots and we took it to get fixed and it costed us $300.00 to get fixed and we have insurance and warrantys on both of them... we were so mad.. then 2 months later the same diamond fell out.. we told them that if it happens again and its the same one we want something different cause it shouldn't happen that many times.. i mean come on the ring was 2 grand for his alone. GAHHH!!!

    ReplyDelete
  25. Never go to the Kay Jewelers in Kansas City, Kansas in "The Legends" this place use to be the OLD Ultra Diamond store and I think they just kept all there jewerly and is saling it for Kay Jewelers prices. I brought a pair of gold hoops for $151.98 w/taxes $165.32 and go home and took them into the bathroom and tried them on and to my surprise while I'm trying to put them on I see that there rusted on the back side of the loop. So, I decided to call customer service before I took them back. I wanted to let them know what type of merchandise that was sold to me out of there store. Nicole basically told me that I was lying about it, asking if I cleaned them with any solutions that would have cause them to rust. So, after 21 minutes of arguing and explaining to her I hung up and later that day after work, I stop by to return them and I was told that I couldn't get my money back!! I should have inspected them while I was in the store! I told the lady I did look at them but the lighting in the store is totally different from my home light. So all in all they offered me give me 65% off them but I couldn't EXCHANGE them basically "AS IS" and I would be changed again on my KAY CC and they would refund the difference. Now two months later after calling 13 times. I finally got my money back, I paid my account off and CLOSED it!!!! Never again will I buy ANYTHING from them "NEVER AGAIN" !!!!

    ReplyDelete
  26. My son bought a ring for his girlfriend at Kays in Springfield Mass it was only a $200 ring and he put it on credit and paid $35 cash in less then a weeks time he and the girl broke up so he promptly went to return the ring he was told he couldnt even get his very small amount of $ back becouse they had no $ As a long time customer of Kays I called myself speaking to the asst. manager who claimed the same thing I asked how such a big business could run with no $ and was finally told each register has $200 but their not allowed to touch it I ask how can a retail business run if it cant even do a small $35 trasaction? The manager was very rude and told me to take my business elsewhere! have several of their pieces Ive shopped with them over 30 yrs and to be treated like that! I will take my business elsewhere and I urge everyone else to do the same!

    ReplyDelete
  27. Kay jewelers Sucks!!!!!!!!!!!!!! PERIOD!!!!!!!!!!!!! In every aspect there is.

    ReplyDelete
  28. Kay Jewelers customer service in Wilmington NC is the absolutely worst! 10 years ago my husband and kids purchased a necklace for me. The chain broke about 7 weeks ago so I took it in to be fixed (he did purchase the service plan) the girl who took it for me to send in was a little snobby but whatever. I went in last weekend to pick it up and it wasn't my necklace. The chain was too long and my cross pendant was dirty. So I told the her, the chain was way too long and she said with time chains GROW!! So apparently my chain had a growth spurt while it was in the bag to be fixed. I told her I wanted the chain shortened and she snatched it from my hand rolled her eyes and said would you like me to measure it again for your satisfaction?? Cause I don't make mistakes!! I said yes please and she said, "well great" so she wrote up a ticket measured the chain again and said "see" smacked it down on the counter and walked away and said, "we'll expedite this so we don't have to deal with you anymore" I asked can I speak to your manager and she said I am the manager!! REALLY? My husband has purchased all my jewelry from Kay's over 20 years and I've only used the service plan he purchased twice. I called their corporate office 3 times with no return phone call!! We will never buy anything from Kay's and will post on every social network there is about them and their customer service. We will defiantly take our business elsewhere and tell everyone we know to do the same!!

    ReplyDelete
  29. My experience with Kay Jewelers was appalling! I bought a necklace there as a gift for my daughter in law. The chain broke as she took it out of the box. I did not get the necklace back there for about 6 months, so I was told I had to pay for the repair. I paid for the repair. They did NOT call when the necklace was back. I finally called and was told "the chain had too many weak spots in it so the jeweler will not repair it." When I said it had never been worn and did they sell substandard merchandise the manager at Rotterdam Mall Store in Schenectady NY told me there was NO record of the sale...they do not sell junk, and too bad, nothing she could do for me. Well, I had also purchased in August 1 ring and 2 necklaces, and my girlfriend also purchased the same ring that was the "jewelry special" My friend decided she did not really like the ring and returned it. I went yesterday to the store while trying to get the necklace repair completed, and decided to return the two necklaces I had bought as obviously the quality was poor. Well, the manager returned 1, and then refused to return the second necklace because when my girlfriend returned her ring...they somehow returned it under the necklace I bought! I told her to check the records, and even produced a copy of the slip that my friend signed. The manager said too bad. There was NO record of any ring sale for me...or her...and that she would not give me a refund. I then asked her to contact the clerk who processed the refund and she said "I am NOT calling her on her day off, my employees don't make those kinds of mistakes." I am now out the money for the first necklace, and out the money for the second necklace because it is JUNK and I will not give it to anyone as a gift now that I know that. KAYS SUCKS. I am telling everyone that I know not to shop there. I hope you all do the same. That manager was an absolute WITCH, and when I told her she had lost a customer...she said good! Shop anywhere but Kay Jewelers. They sell GARBAGE, keep poor records, lie, and very dishonest, and RIP OFF THEIR CUSTOMERS!

    ReplyDelete
  30. I don't even know where to start. My husband just purchased a $2,000+ ring enhancer to go with my engagement ring. Prior to purchasing I had lots of questions because this was a big investment for us. Our sales associate (I cannot find a document with her name but she is a young Asian lady) explained the warranty options available for purchase. She told me the one that was $179 covered the entire piece for life and once I had them saugther my engagement ring to the enhancer it would be covered as well. She guaranteed it would cover the cost for the saughter and to get it replated. She was very snippy and acted like my questions were a huge inconvience to her. When we went back to purchase the ring after we had paid for it, she explained the warranty did NOT over the saughter 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 curdosy to me. I thought, WHATEVER. She never said that but free is free. I paid for the rings to be saughtered 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 saugther 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 SERVELY damaged. The diamond was definitely cracked and the saughtering 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 expense ring, I have three warranties on the piece of shit (diamond, lifetime, and workmenship guarentee) and I want it fixed! Furthermore another jeweler told me it's cracked. And she goes. Oh it's cracked. NO SHIT. And then she goes on to tell me it's my fault the saughtering 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.

    ReplyDelete
  31. BEWARE of Kay's! I cannot even begin to tell my engagement experience, but I will because other consumers need to beware. I have now been engaged for just over two months and my ring has been in the shop for more than 3 weeks. My fiancee went the extra mile and had my ring sized so I would not have to part with it, and I had to give it up anyways. Less than two weeks after receiving it, my 18kt white gold ring turned yellow. I took it into the store where he purchased it from and the MANAGER said that he was going on vacation so it would be best if I came back in two weeks. He stated that rings tend to yellow overtime and proceeded to take off his ring to show me his. Well his next response as to why my ring was yellow after two weeks was that I had either been using some type of chemical and or it was my body chemistry. I proceeded to call customer service after I left in which it took two weeks for their poor excuse of an investigation to take place just for them to give us a $200 credit to use in the store for our inconvenience. So what you ask happened next? I was sent to a different store to have them send my ring in and avoid working with the customer service that was so terrible at the original store we purchased from, to have them complete the rhodium plate that was never put on it after it had been sized and my fiancee wanted the diamond to be risen in the setting so it would stand out more. When I finally received it back (which customer service at the corporate office sent me to the shop to pick it up) the diamond head (which is also platinum) was completely different than the head I originally had and they did not bother calling me to ask if that was ok that they essentially change it. Needless to say I was extremely upset and cried in the middle of the store because the ring was almost unidentifiable in comparison to what it looked like 2 weeks before. My fiancee made a phone call to corporate when he finally got off in which him and I had another terrible experience with one of the supervisors. She was rude and argued with us that she knew the facts about the problems we have been having with our ring. They sent my ring back in an additional time to upgrade the stone (from the $200 credit they gave us). When I received it back I thought I was finally in the clear. I was wrong. Six days later, one of my side diamonds... a ideal diamond had fallen out. I am a teacher who does not do any kind of manual labor to have a diamond fall out within the first month of having it. There "reasoning" was that it must have been from having the ring sized and all the exposure to heat. Again I am not buying excuses made by a company who chooses to send their customers up a creek after purchasing over a $10,000 ring engagement ring and expressing the interest in purchasing $5,000 worth of wedding bands. It has now been just over a month since my ring has been in the shop and I am debating on calling customer service again and filing another complaint. My ring is yellow again which in three years I have never had that problem with my "promise ring" which is of the same weight, the edges are rough where my diamonds are and catches to everything which I have been told that it shouldn't have have never experienced with my "promise ring", the side bands of the ring are not even and are off centered from when they changed my head, the head was never polished or dipped in the rhodium as it looks dull and tented yellow for being platinum, and my diamond is not centered. Did I mention it is yellow again? Outside of calling again, we are contemplating on trying to return our $10,000 ring and purchasing from someplace smaller as they will I am sure back their product and stand by the customer versus throw the customer under the bus after they have already given them their money.

    ReplyDelete
  32. I just read that Kay Jewelers was a major funder of a research project that has found some valuable information about what causes an incurable type of pediatric brain cancer called DIPG. Thank you Kay Jewelers!! So many children are suffering with this cancer, so many families are grieving. You have put your money into a project that may save many lives. Thank you

    ReplyDelete
  33. 20 years with Kays. 5 rings purchased costing thousands with a purchases of $200 here and there over the 20 year spand. I go into the olean NY location were I have done all my business to purchase her 20 year anniversary gift. I had a $2000 ring picked out and they told me my Kays card had expired and they would have to reissue a new one. They come back and said its all set. The card has a total credit of $440 and that I needed to come up with the rest. After 20 years of loyal service too Kays that's all they were willing to give me. $440? I can collect that in pop cans in a month. I don't care who made that decision. Kays or there finance company I'm done with Kays. You can't treat someone like that who had been doing business there for as long as I have. Kays should be ashamed ! Good bye Kays. Hello local jeweler!!!

    ReplyDelete
  34. Just glad I'm not the only one that has had a bad experience with Kay Jewelers never again!!!!! They are rude the one in Rome, GA anyway. People in Cartersville store okay, but couldn't take care of my problem, so all I can do is complain and I reported to BBB as some of you should do, I may or may not get my money back but, never never again will they get my business!! My husband had purchased me a beautiful memories bracelet with all the lovely charms, and added charms on certain occasions well, I couldn't wear it all the time due to my job as filing it would get hung so only wore on special occasions, well to my surprise the bracelet is fine, but all the charms are FAKE as FAKE can be, they did after pulling tooth and nail, swap all charms against my wished I wanted my full refund!! well low and behold it looks terrible,s o still fighting and I will win one way or another!!! Sterling does tarnish over time, but, when you have the item in the box in the sack in which you took from the store, put in safe never looked at until time to wear so nothing got to it and it's completely BLACK not real folks. I think this store should close and quit taking innocent peoples money for fake things!! Very disappointed!!!

    ReplyDelete
  35. Round one, band broke wanted it soldered together. Get it back and both my brings put together. Crooked at that. Round 2... Sent back out to fix first screw up, get it back chip on side of main band exposing diamond for fallout. Round 3... On going since before thanks giving. Pick up today, stress cracks in both bands and a melted dent where the stone was exposed. Their solution, bring it back and let's send it back to the same incompetent p.o.s. that has screwed it up the past 3 times. I think not. Horrible company never buy nor deal with them ever. Never again in my case. You have been warned.

    Reply