Kay Jewelers Corporate Office Headquarters

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



66 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

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    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.

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    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.

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  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

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    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

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    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

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    3. 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.

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  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.

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  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.

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  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!

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  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!

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    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!

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  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!

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  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!!!

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  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!"

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  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.

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  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.

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  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.

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  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.

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  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.

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  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!!!!!!!!!

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    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!

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  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.

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  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.

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  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.

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  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...

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  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.

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  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.

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  22. 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!

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  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.

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  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!!!

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  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" !!!!

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  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!

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

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  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!!

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  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!

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  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.

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  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.

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  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

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  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!!!

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  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!!!

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  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.

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  36. I used to work at Kay Jewelers in northern VA. The corporate and district offices received so many complaints about my manager's nasty attitude that they finally made demoted her, and made her an assistant manager at a sister store. Her attitude was atrocious. She was hateful to customers, and would talk to the staff like dogs right in front of customers. Customers would actually call the corporate and district office to tell them that if that was how they treated their employees, they wouldn't buy anything from Kay.

    She would have us open credit accounts for customers at the POS, and tell them that they had X number of days to close the account. She would have us add the ESP to diamond purchases, and tell the customer they had X number of days to cancel it. When they would call to cancel it, she would tell them that she had cancelled it, and hang up the phone and laugh. When the district office got wind of what she was doing, they called her directly and told her to cease doing those things because there could be legal implications.

    We got an hourly rate plus commissions on whatever diamonds we sold. When one of us would make a sale on a high dollar diamond, she would let us do all the leg work. Then, when it was time to process the sale in the computer, she would come over, interrupt the sale, and send us to deal with someone else while she completed the sale..........under HER employee ID number (so that SHE got the commission for the sale). She was an outright thief. Whenever customers would come in with complaints, she'd tell them whatever she had to in order to get them out of the store. She'd tout the Estimated Retail Replacement Value (ERRV) as proof that the diamond was a quality piece. Anyone who knows anything about diamonds knows that the ERRV is a sales gimmick. It is grossly inflated to several times the actual value of the ring, to give the illusion that it's an expensive, quality piece. If you have a diamond ring, the stated value of the EERV of which is, say, $9700, the actual Fair Market Value (FMV) of the ring is probably only about $3000. The FMV is an appraisal of the actual market value of the ring at current market prices. (If you ever take a piece to the jeweler to have it appraised, specifically tell the jeweler you want a FMV appraisal, and NOT an ERRV appraisal. The FMV gives you the actual street value of the ring, and not the grossly inflated ERRV.)

    The manager, many times, would not let us take an actual lunch break. She'd make us work through lunch so that she could take extended lunch breaks. We could eat our lunch in the back, but we had to work the floor at the same time. Our food would get cold when customers would come in and we had to go deal with them. Many times, we never got to eat at all. Once, when an employee quit the store, several thousand dollars of merchandise went missing after his last night there. She filed the obligatory police report, and did no follow up after that. The district office got involved, and the police questioned the former employee the next afternoon. They searched his apartment and found nothing. That was all they could do, and the merchandise was never recovered. Conveniently, there was no functioning video surveillance equipment in the store. It hadn't worked for some time.

    I could go on and on about the chicanery that went on at that store. The lies that were told to customers about the value and quality of diamonds were absolutely abominable. The way employees were treated was even worse.

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  37. I WIILL NEVER BUY A SINGLE THING FROM THIS AWFUL PLACE AGAIN! I have been married since August of 2013 and in October 2013 my husbands ring had 2 loose diamonds. Already! Seriously! 2 months later. So, we sent it in. December 2013, I went to get my rings inspected and my wedding band had 3 loose diamonds and my engagement ring had 2 loose diamonds! So, we had them check my husbands ring and he had 2 more loose diamonds! Now this is getting ridiculous! 2 weeks later we didn't receive a call that our rings were in so we called and sure enough they hard already can in but never called us! RUDE! We went to go pick up the rings and my band was not there because it had been returned with the same 3 loose stones! They did not even fix it! Now I have had enough. We spent ALOT of money here and I would really like to return my rings and go else where. I am beyond frustrated and when I look at me beautiful $13,000 ring all I can see is the next headache I am going to get from this company. I WILL BE CALLING CORPORATE!!!!!!

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  38. Never ever use this store, They are horrible. Went in for a simple watch repair, said it was the battery. so they put a new one in, and sent us on our way. I took that they knew what they were doing, boy was I wrong. The watch still did not work, there is something else wrong with it. So they said they would send it to a repair shop for a estimate. Said we would hear back in 2 weeks, no call, went into shop because we didnt get a call and the manager said no 4 weeks. we demanded our money back and the manager called security and the police to kick us out of the store becasue we demanded our money back. Sounds like next step is a lawsuit.

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  39. I pirchased a wedding ring for my husband at the Belden Village Store in Canton,Oh. It was suppose to be the 12th of Feb. Called about it numerous times still not in they never followed up on the order to what the hold up is still waiting on the ring. They wont refund our money the store associate ws very unprofessional very nasty and cocky with my husband.We will not do business with them ever again. To many professional jewelers out there that appreciate our business then to have to deal with their BS.

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  40. What is going on with Kay Jewelers? We bought our daughter a purple amethyst ring for her 14th birthday. It was a really nice/dark stone. When we got it back the stone was a lot lighter. They said the heat from the torch during the re-sizing process must have done it. They ordered us another one. Everything was good. Now round 2. I bought my wife a Levian chocolate diamond ring for our 25th wedding anniversary. Same problem except this time we even told the managers there what happened last time, so they wrote a note to Jared's who does their sizing to give special attention to make sure this doesn't happen again. I felt reassured. When the ring came back the stone was not a nice chocolate color any longer but more of a caramel/gold color. Now we have to go back and get another one. Are they swapping stones at Jared because the stones are prettier than theirs??? Confused in Tennessee.

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  41. This company SUCKS, my nephew and I been waiting on a REFUND since Jan4,2014 not only we paid cash... store kept saying they have no money so we went with a refund check. Here it is March 2014 still no check.. everyone is passing the buck.. I'm closing my account here as of today and shop at a real Jewelry store who have BETTER CUSTOMER SERVICE... QUICK TO TAKE YOUR MONEY

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  42. After years of dealing with KAYS and what they pulled on my wife. I WOULD RATE THEM JUST UNDER WHALE DUNG AND THAT'S AT THE BOTTOM OF THE OCEAN.

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  43. YOUR BETTER to SHOP at WALMART.THERES a REASON WHY THERE SO BIG.

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  44. I purchased a bracelet for my boyfriend for Christmas. When I bought it the staff lied to me and told me it was sterling silver when it was stainless steel. I was also told if it broke I could bring it back to be fixed. When the clasp broke on it I took it in to be fixed only to be told they didn't work on stainless steel.That I would have to take it somewhere else. I called customer care and asked for compinsation since I would have to pay to have it fixed somewhere else I was told no it was my problem now. I will never shop there again and will tell my daughter not to either.

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  45. I bought my girlfriend an engagement ring in December 2013.
    It is now April, 2014, and now we may not have the engagement ring before the wedding.
    The ring was about a half size too large, so we took it back to the store to have them resize it.
    We went to pick it up on the date they said it would be ready, and were told, "Oh, we're sorry. We tried to call and tell you, but nobody answered. It came back with a small line where they resized it, so we sent it back to have them get rid of the line." During that visit, my girlfriend bought me a ring as well.
    We went back on the day it was supposed to be in - "Oh, somebody should have called you. It didn't make it on the truck, so it will be a few days."
    A few days later, and it finally came in. We found out because we happened to be in town, and stopped by the store - fortunately, according to the lady at the counter, it showed up that afternoon with the rest of the deliveries and they were just getting ready to call us. (Right - FedEx does not have Sunday deliveries.)
    We took it and left; on the way home we realized that it looked horrible - they stretched the band to the point that it was so thin and narrow enough that it would break from normal wear. The band had numerous visible dents and blemishes, and 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 ruined.
    A call to customer service, and we were told they would instruct the store to order a new ring, 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 returned 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. I mentioned that the ring my girlfriend got me was a little loose, but that after seeing how they handled her 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 void my warranty, but 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 they'll have to make it overseas."
    She swore she would call us back, yet never has.
    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* had already told *HIM* what the store told me!)
    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.

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  46. Hello my name is Roberta Leger, May 9, 2014. I went to Peabody MA store on April 8th because my husband bought me a opal ring with diamonds and the associate GAIL didn't give him his warranty that he paid for...She first told me that it was white saphires...when in fact on the receipt it says Diamonds.....I then had brought in my Wedding Set, Diamond Braclet and Ring also purchased there to be inspected because it was time. The Woman Gail was so rude she did not give me proper paper work so I had to return on May 9th. I called the store district manager and she blew me off...I then contacted Lela at Headquarters and she seemed to care but then wouldn't answer my call after 1 day...So I have to say after shopping there for many years we will not be back...As for GAIL the associate she will not be spoken to because she has been with the company for 20 years and has a following. I see alot of negative comments here about Kay Jewlers and I do agree...I have people all of the USA and I will tell you this...people in the states of SC, MA, AL, Fl, CO,Michigan, OH will not be shopping there either. I tell you people we should all boycott kays until they realize that customer service is still important when you are spending your hard earned money with them. Obviously they are a big corporation and we are the little guys.....We don't matter.....Well it will matter when it hits them in their wallet..............Thanks for reading and please lets all never shop there again!!!!!!!!!!!!!!!!!!!

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  47. Dropped my Ring off two weeks ago to get polished and my diamonds and sapphires tightened. Well, Someone came into the store with the same last name as mine and was able to walk into the store and sign out my ring without having the yellow slip with them!!!! OH HOW VIVIDLY MAD I AM!!!! how was this even possible? I am able to recieve a new ring (after their investigation) but I am highly upset that it would be that easy for someone to take anothers property that has such a vaulable impact on my life! disgusted...

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  48. I worked at Kay for six months. In those few months I purchased quite a few pieces of merchandise. I have had problems with EVERY single piece. Stones falling out, more than once, after only a week. I purchased charms from online, one of them broke almost immediately and after the manager fixed it, it fell off the bracelet and was gone. I have never dealt with such terrible customer service. I waited over a month for them to size my ring, I guess they were mad because I quit. I watched the assistant manager on personal phone calls ALL day long. I was treated like crap the entire time I was there. I did all the dirty work, while the veterans there never lifted a finger to clean or empty garbage. They mistreated all new employees. I have a Masters degree and have been in the business for years, I am no dummy. But ewas treated like an idiot. The merchandise was so bad and the repair shop was worse. I had customers complaining all the time about the assistant manager and her lack of customer service skills. I just don;t get how they get away with it. I was promised management, never got it. Yet they brought new people in with NO experience and put them right into the management program. I was lied to and the merchandise is crap. I will never shop there again, nor would I recommend it to anyone. They lie about the credit and use unethical means to get people of color to apply for credit. It was demoralizing and I refused to do it.

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  49. I guess I am not alone, with the bad customer service from Kay's wish I had known sooner. I will never buy another thing from them.

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  50. I was not aware that the management was instructing their female management personnel to flash their breasts and make sexual advances in trade for making changes from the blue prints.
    SHAME ON YOU KAY JEWELLERY and THE HOES YOU HIRED FOR MANAGEMENT.

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  51. Kay Jewelers is full of scum. They don't care about you or your loved ones. They only care about your money. They VP's are the worst scum of the bunch. Ignorant, uneducated bullies who get paid big bucks to treat all the employees like shit and manipulate them for everything they can squeeze out of them. They hire just about anyone and then try to ruin them if they don't rip the customers off and harass the hell out of them daily. I know this from experience because I managed a store for them. Worst experience of my life. Terrible terrible company. Zales is no different. Go to a reputable local owned and operated jeweler instead.

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  52. This company lies the staff is rude and their merchandise is crap....after returning the same item numerous times because it kept breaking they would only issue a store credit, used the store credit on line and guess what....entire order was shipped and signed for by the local store but can not be located. They wont refund any money, only issue another store credit.

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  53. Kay jewelers damaged my ring and now they want me to pay for the damage they did. they have had my ring for over a month and they haven't fix my ring but but they did call me yesterday to give me an estimate to fix the ring after having my ring for over a month to fix a ring they damaged I can't believe this company kay jewelers

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  54. I have had a terrible experience with Kay's! My fiancé bought me an engagement ring and a week later a diamond fell out. We took it back into the store and they exchanged it for the same but different ring and had it sized. I got it back and a couple weeks later another diamond fell out. Took it back again and a few months later another diamond fell out! We are extremely upset that three diamonds have fallen out in not even eight months. I've called corporate and they are not willing to work with us. We deserve a refund after everything we've been through and I am not just going to settle for exchanging it again and having to go back in a few months to have a diamond replaced. If this doesn't get resolved soon then I am going to small claims court.

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  56. Worst customer service ever! Been waiting for 5 months for my Movado watch that needed cleaning! Would never spend another $ at Kay!

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  57. I recently visited a Kay jewelers in Murfreesboro and the customer service problems in all other comments above are the same problems I had with this service center... They insisted on cleaning my engagement ring and in doing so their machine knocked a couple stones loose..now I have engagement photos to take and no ring and more cost to reschedule part of the photo session and they refuse to compensate us for the loss of money we now have to pay for something they have caused... never again will I shop at Kays...
    working in customer service my self for a huge company this is a big disappointment and can't see how they can treat their customers the way they do.

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  58. This company is PATHETIC!!! To make a stressful event like a wedding even more stressful by not knowing where the wedding band is just unheard of. I will definitely post the experience that my daughter has had all over the social network... If I can stop a few people from experiencing the stress my daughter has gone through w this company I will fill I did my good deed. I would never want another purchaser to experience such a horrific encounter... This only reflects on the ownership and the managers that the company hires....Very Poor!!!!

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  59. This company lies. Takes your money online, steals it in fact. and never bothers to ship your item to the store. Then when you call up to find out why, and ask for the item to be immediately over nighted at your own expense, the "supervisor" refuses to over night the item. I am so glad that I have flushed a large chunk of money down the toilet and will never have an item to show for it. For this thievery, a complaint will be sent to the Attorney General's office in Ohio and if I have to, a law suit for trauma this caused the family since this was supposed to be an anniversary gift. Do not give Kay your business, ever.

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