Kay Jewelers Customer Service Issues

I bought a blue diamond bracelet for my partner's 60th birthday on 11/12/[redacted]. Both of us were thrilled at first, but the blue color started fading quickly and I had to send it back after six months. Unfortunately, it's been a recurring issue, with multiple returns for the same problem. Just recently, my partner got the bracelet back, but now the blue color is much darker and a diamond had to be replaced. Even with a service policy, the bracelet fell apart after just two days of wear - not at the clasp. I'm so disappointed to have bought such low-quality jewelry. I considered getting matching earrings for Valentine's Day but decided against it, fearing they wouldn't match due to the fading color on the bracelet. I want a new bracelet that won't need to be returned every six months. I love the design but am unhappy with the quality.

This morning, I spoke with Kaitlin K. who advised me to contact customer service. Upon doing so, the representative informed me that I couldn't discuss the ring issue because it was purchased by my husband, who is currently away, although the ring was for me. I was also told that discussing it in-store was against their policy, which left me feeling quite upset. The white gold 1/2 diamond ring, purchased last October at Hillsdale Mall, needed repairs twice, both times unsatisfactorily. When we bought it, we were told we could exchange it once they had the desired ring in stock. Despite the lack of communication regarding the exchange policy, upon trying to swap the ring, I was met with difficulties and additional charges. The repeated attempts to fix the ring have left the stone looking less appealing. I simply wish to receive a refund and the extra $[redacted] spent as the service provided was far from satisfactory. Zach from Store [redacted] was the only bright spot during this ordeal.

I am seeking assistance with a payment issue involving two accounts linked to Mary Beth G. and Douglas G. After paying my account in full in September, the payment was mistakenly applied to my husband's account. Despite numerous attempts to resolve the issue by contacting Kay's and Comenity Bank, I have faced challenges in getting the late fees and finance charges waived. Despite providing documentation and explanations, I have been unsuccessful in getting the issue resolved. I have reported this situation to consumer affairs and the Better Business Bureau. I am now reaching out to Kay's directly to seek a refund or credit for the additional charges incurred due to this error. My loyalty as a Kay's customer hinges on how this matter is handled.

I purchased a wedding engagement set for my fiance from Kay Jewelers, paid in full. The engagement ring was supposed to be shipped from the Hinesville Georgia store to Kay Jewelers in Florence SC for me to pick up. However, despite being given two expected arrival dates, the ring has not arrived. Shockingly, my paid-for ring was inadvertently sold at the Hinesville GA store instead of being sent to the designated Kay Jewelers in Florence SC. The plan for a New Year's Eve wedding is now jeopardized due to this mix-up. Numerous attempts to resolve the situation with both stores and a corporate ticket number (#[redacted]8) have not yielded any results. The lack of communication and delay are unacceptable. I demand to know what Kay Jewelers plans to do to rectify this situation promptly.

On Saturday, December 8, [redacted], I visited Kay Jewelers at Brass Mill Mall to have my jewelry examined and cleaned as part of the warranty. The sales associate, Jessica Perez, took my jewelry for the service while another associate handled the digital paperwork. Upon return, Ms. Perez said everything was fine, but I later discovered a missing diamond in my 2T diamond earrings. This has happened before in June, and the customer service provided when an issue arose was unsatisfactory. When I raised the concern with the manager, Jeff Reisman, he was unhelpful and stated the only option was to send the earring for repair with no replacement or delivery alternatives. I have been a loyal customer, spending over $10,[redacted], and find this treatment unacceptable. I value the quality and service Kay advertises, and this experience has left me disappointed. I expect a prompt response to address this matter. Susan M. C. 27 Newton Road Northfield, CT [redacted]

Dear Kay Jewelers Management, I am writing regarding a recent purchase I made at your Kissimmee, Florida store on November 12, [redacted]. After being informed of a 7-10 day wait for sizing, I paid a $[redacted] deposit with the balance charged to my Kay jeweler’s card. Despite assurances of a pick-up call, when I followed up on November 29th, my order was said to have been canceled due to unseen reasons. After contacting the store manager, the order was reinstated with another promise of notification upon completion. As December 13, [redacted] approached, I once more checked on the status of my ring. After several unsuccessful calls, I was finally able to speak with the manager who claimed unawareness of any phone issues. It was mentioned that while the due date was a month from then, it had already been a month since my initial order on 11/12/18. Feeling frustrated, I requested a cancellation and full refund, which she allegedly processed. However, as of 12/17/18, I have yet to see any refunds for both the deposit and the card charge. I am urging for an immediate refund on both cards to avoid further actions. Sincerely, Kyle Towns

I had an unpleasant experience with the store manager over the phone. The staff at the store were friendly, but unfortunately, the manager was unhelpful. I had ordered a necklace but was not notified when it arrived. When I inquired about exchanging it for a larger size, the manager was unwilling to accommodate my request, stating she couldn't make multiple changes for me. Upon visiting the store, I discovered the wrong necklace had been ordered – it was not the bezel I had initially chosen but a dangle set instead. As the sale had ended, I couldn't exchange it for the correct one. Disappointed, I returned the item and found better service at another store, Jared, where I purchased a lovely necklace on sale. This experience was disappointing, and although I don't usually leave reviews, I felt compelled to share my negative encounter.

I recently had one of my rings serviced in Springfield, Illinois. Unfortunately, I was not informed when it was ready for pick-up. Upon visiting the store, I interacted with an employee named Kristy or Krissy. She displayed a lack of professionalism and was quite impolite. I explained the situation regarding my ring, but she was unhelpful and even wore my ring on her finger. After escalating the issue to the manager and experiencing further rudeness from Kristy, I felt disrespected and undervalued as a customer. Despite being a loyal patron who has spent a substantial amount in the store, I am deeply disappointed by the poor customer service I received on this occasion. Consequently, I have decided not to return to the store due to this negative experience.

My husband purchased an Aquamarine Pendant with a matching ring, a Diamond Tennis Bracelet, an Aquamarine ring, and a diamond-encrusted mother-of-pearl face Wittnauer watch, all with lifetime warranties bought at different locations. The issues I have are with the diamond tennis bracelet needing its clasp repaired and a loose diamond on the Aquamarine ring. Due to not having the jewellery inspected in years and misplacing the policies, I am unsure about the procedures. The warranty policies were purchased by Morris Alan Hood. I would appreciate if the repairs could be handled at Bel Air Mall in Mobile, AL. Thank you.

I received a ring from Kay on January 29th, which was exactly what I wanted. Although I love the ring, it needed resizing. I visited the Salem’s Lancaster Mall location and encountered an inattentive representative during the resizing process. The ring came back too large, even after the first attempt, attributing it to cold weather. I had to send it back for resizing a second time, this time taking even longer. I have now been waiting for a whole month without my ring due to these issues. Recently, I was informed that there would be additional delays due to quality inspection. I am disappointed with Kay Jewelers and the lack of attentiveness throughout this process. I hope my feedback will be taken seriously to prevent other customers from experiencing the same frustrations.

I recently got engaged with a ring purchased from your store. However, my fiancé had changed the email in your system to his instead of mine to keep the purchase a surprise. Despite his efforts during the purchase to change the email on file, I received an email notification the same day, ruining the surprise. The store's staff assured us the email settings were changed and no email would be sent to me. To make matters worse, they even sent a picture of the ring to my email. When we raised our concerns, the store staff did not offer any satisfactory solutions and even blamed my fiancé. This experience has deeply disappointed us, especially during such an important moment in our lives. We expect better customer service and accountability, as this tarnished our engagement experience. This incident occurred at the Walden Galleria location of your store.

I am an extremely dissatisfied customer. On February 24th, I brought three watches to have their batteries replaced at Town Center Mall in Boca Raton. Cesar Gomez informed me they would be ready in a week. However, when I returned on February 21st, nothing was done. Despite going back the following week twice, the watches still weren't fixed as they claimed to be waiting for parts. On my fourth visit (after 4 weeks), only two watches were ready while the third, a Raymond Weil watch, was still awaiting a part. After enduring 5 and a half weeks of excuses, I was finally told they couldn't open the watch and lacked the tools. Frustrated, I took my watch elsewhere, and they replaced the battery in 10 minutes. The poor service at Kay Jewelers has left me disappointed and I would never recommend them to anyone. This experience has also deterred me from letting my son purchase an engagement ring from Kay. I am an extremely dissatisfied customer. Claudia Erardy

I recently brought in a watch I purchased, thinking I had the extended service plan (ESP) only to be informed otherwise. I was asked to pay Kay $75 for an estimate and additional repair costs, although my ESP should have covered all expenses. The customer service representative (CSR) at the Crossgates location dismissed my concerns, despite my long-standing loyalty. This negative encounter has me contemplating returning the $[redacted] Cuban link chain I bought at the Colonie Center location. The experience left me disheartened, and I may look for alternatives if this is the service standard I should expect. The interaction occurred with a female CSR with short brown hair at 8:10 pm on a Thursday evening. I urge you to verify my recent email to confirm my purchase details.

I have a charge account with your company that was recently charged off. All payments were made on time, and my account was current and in good standing before I missed payments. Unfortunately, my five-year-old daughter was in a coma after a severe auto accident caused by a drunk driver, and we were unable to work as we needed to be by her side. Consequently, the payments were missed and the accounts were forgotten. I would like the account to be reopened if possible, and I'm willing to pay the full amount owed minus late fees, interests, and other charges. If you agree to reopen the account, I request that all negative information be removed from the three credit reports. Alternatively, if the account cannot be reopened, I ask for it to be completely deleted from all three credit bureaus. I require a written agreement on company letterhead before making full payment. Sincerely, Miguel C. [redacted] High Street Burlington, NJ [redacted]

I submitted my engagement ring for appraisal on March 29, with a promised pickup date of April 11. However, I was informed that my ring was mistakenly sent to another facility, leading to delays. Despite requesting otherwise, the ring was cleaned and photos were sent to me. The new estimated retrieval date was April 23. When I called on April 26, I was told my ring couldn't be located, and the manager promised to inquire further on Monday. I am deeply frustrated by the mishandling of my ring, especially it being lost twice.

My wife and I visited Kay Jewelers at Northridge Fashion Center in California to address an ongoing issue with my wife's diamond baguette bracelet, which has had a loose clasp since we upgraded it in [redacted]. Despite four previous attempts to have it repaired, employees had always informed us that adding a safety chain was not possible. However, during our recent visit, Mary surprised us by mentioning that a safety chain could indeed be added, without us even needing to request it. Meeting store manager Greg also contributed to making our visit enjoyable. I was so amazed by Mary's news that my surprised reaction may have startled her. We shared our past experiences with Greg, including interactions with a former employee named Hammy who had not been as accommodating. We're thrilled with Mary and Greg's exceptional service at the Northridge store and are grateful for their dedication. Thank you for employing such wonderful individuals. Sincerely, A. & I. Sierra

My partner bought my engagement ring from Kay Jewelers, but it was too big, so they ordered a new one. After waiting two months, I received the replacement ring only for a diamond to fall out after wearing it for two weeks. They sent it back for repairs, leaving me without my ring for another two weeks. When I got it back, another diamond fell out. Frustrated, my partner requested a new ring to be made, making it four months since our engagement before I could show off a new ring. During a check-up, a salesperson at the store noticed a missing diamond on the band and sent it back again. With my wedding just 4 weeks away, this ongoing issue is causing stress and disappointment for both of us. My partner is feeling embarrassed and regretful about the situation, thinking he bought a subpar ring. The entire experience has diminished the joy and excitement of my engagement. Thanks a lot, Kay Jewelers.

I purchased a necklace in March [redacted] for $[redacted], which broke and was sent for repair. Unfortunately, the soldering on the necklace post-repair was not satisfactory. The saleswoman kindly offered a replacement, but the new necklace broke while I was still in the store. The policy states a 60-90 day return/refund period, and I am requesting a refund due to the poor quality of the product. The store manager in Altoona, IA said they cannot issue a refund as the purchase was made in March [redacted]. However, since the necklace was just recently replaced, the 60-90 day period should be counted from the date of the replacement. We have been loyal customers of Kay's and expect high-quality products for the price we pay. The first necklace was only worn three times within the time frame, and the second one didn't even make it out of the store. I believe the company should stand by its products, and I am seeking a refund.

I am sharing my recent experience with the Fredericksburg Kay Jewelers at the mall, expressing my frustration with not having my wedding ring available when needed. The issue began in November [redacted] when I had the ring resized, leading to subsequent complications. By July 14, [redacted], the ring was tarnished, and I was advised to add a protection warranty for Rhodium plating. After dropping it off for service on July 14, I retrieved it without any paperwork, only to find a new slit on the ring where it was resized. Despite efforts to rectify it, more marks appeared, prompting the store manager, Ann, to order a new ring from another store. However, upon receiving a replacement ring in the wrong size, I felt further exasperated. The ordeal has caused significant distress as my wedding is approaching on September 21, [redacted]. I have since sought assistance from Jared to address the situation. The lack of proper documentation and communication at Kay Jewelers has left me concerned about future experiences with them, particularly regarding our wedding bands. I urgently require a ring identical to my original one without involving the Kay store. It is crucial to resolve this promptly with a satisfactory outcome, given the significance of the occasion.

My husband purchased a lifetime warranty at Kay Jewelers, and before our trip to Korea, I had my band resized. Unfortunately, when it was returned to me, one of the stones had a large black spot. Our diamond ring from the Kay store in Clarksville, Tennessee, was described as having VVS side stones and VS2 colorless diamonds. After 7 years of wear, I am familiar with my diamonds and know they should not have visible spots. I plan to have all my diamonds verified since I have heard about fraudulent activities at the Kay store in Von Maur in Omaha, Nebraska. I am deeply disappointed as I cherish this ring as my wedding ring to pass down to my daughters. I was unaware of the reputation for diamond swapping, and I am considering involving my husband's lawyer if this issue is not addressed properly.