Kay Jewelers Customer Service Issues

I am feeling confused and upset. A month ago, I obtained a credit card from Kay Jewelry to purchase a ring, which has started losing its color. Originally black, the ring is now turning silvery-black. They mentioned that I would receive the credit card by mail within two weeks, but it has been over a month now, and I have received nothing. Today, after more than a month has passed, I called to inquire about my card. The customer service representative informed me that I cannot make a payment on my ring because the account has not been updated yet, which is perplexing as it has been a month. She also mentioned that they will be sending a letter to confirm my identity. At this point, I simply want a refund, to close the credit card account, and return the ring as this experience has been very confusing and frustrating.

I dropped off my wife's watch for repair at Kay Jewelers in Franklin Park Mall in Toledo, OH on 9/20/[redacted]. They said they would call me within a week with the repair cost, but I never heard back. After calling and not getting an answer, I asked for the watch back on 9/28. I spoke with Margarit who told me to wait until 10/7. I am frustrated with their poor customer service and just want my wife's watch back as soon as possible. Thank you.

I encountered two issues recently. Firstly, when I took my ring to the Cumming Georgia location for an inspection and rhodium dip, they resized it without my consent. Upon collecting it, they showed no accountability and were quite impolite. The ring now is too big after being away for 2 and a half weeks. It is perplexing how they adjusted the size without discussing it with me or even measuring my finger. Secondly, I settled my bill in full on September 22nd. However, it turns out it needed to be paid by September 18th to secure the full 0% financing for the year. Since we usually pay our bills online and do not check paper statements, this situation came as a surprise. Consequently, there is now a $[redacted] interest charge on our account. Hoping that, considering our previous ring ordeal, we can address and resolve these matters promptly. Thank you.

I visited Kays at Chesterfield Town Center, and while everyone was friendly, the person identified as the store manager was not welcoming. Rather than a smile or a hello, she just stared at me. Working in customer service myself, I believe that supervisors should set a positive example. I got the impression she was having a serious issue. I have no intention of returning to that specific jewelry store. It might be beneficial for the managers to undergo some retraining if this is the type of behavior they exhibit.

Hello, the other day when I contacted customer service to redeem my birthday gift, I received the code a[redacted]10 for a $[redacted] discount. However, upon trying to use it, the code did not work. I had discussed my purchase details with the representative, who assured me the code would be valid. Despite my attempts on various items, it consistently showed as invalid. My birthday present from your company is now nearly a month overdue. Are there any additional perks or alternatives available to employees like myself? I greatly enjoy being a part of your team! I would appreciate receiving a $[redacted] gift card instead. Thank you.

I bought a diamond ring for my wife in June, and after only four months, a diamond fell out. When we returned it to the store, we were informed it needed repairs as it was a discontinued item. After 6 weeks, I inquired about it and was informed that more repairs were due as diamonds in the band were chipped or cracked during either repair or shipping. I have been advised that it may take another 6 weeks to have the ring repaired. I am displeased with Kay Jewelers for their error and lack of communication regarding the broken diamonds in the ring they deemed subpar in quality workmanship. What recourse do we have in this situation?

Reference #[redacted]4: I've encountered multiple issues with my order. After initially being told about a delay with an expected arrival by December 24th, I then received an email saying the order could not be fulfilled. Oddly, when I checked the website, the item was listed as in stock. Also, no mention of a refund was in the email despite the funds already being withdrawn from my account. The item I want is still available for purchase at the sale price on the site. The cancellation appears to be an oversight on their end, not mine. Appreciate your help with this, order #[redacted][redacted].

Hello, I visited a store in Sanford, Florida and was directed to purchase item #[redacted]6 online with the promise of delivery by Christmas if ordered by December 20th. However, upon checking the website today, it indicates the item must be ordered by December 11. I am seeking clarification on the correct ordering deadline. Thank you

Greetings and Happy Holidays, I have been a satisfied customer of Kay Jewelers for several years. On May 24, [redacted], I bought a gold adjustable necklace for approximately $[redacted]. After my retirement from the US Navy, I moved to Thailand and gifted the necklace as a token of love. Unfortunately, the necklace has broken five times with minimal handling. As there is no Kay Jewelers in Asia, I had it repaired locally multiple times to maintain it for my wife. Due to its continuous issues, I believe there may be a flaw in the necklace's design. When I return to the US, can I exchange it for a sturdier one? I cannot keep repairing it as it keeps falling apart despite my efforts. Thank you for your attention to this matter. Happy Holidays. Respectfully, Michael G.

Hello, I am trying to reach someone regarding my purchase that was supposed to be at the store. It was signed by the store owner, but it wasn't there. My claim number is [redacted]0. I would like my refund back on my credit card as soon as possible. I find it ridiculous that you make people wait for their refund when it's lost to investigate. You already spoke to the store manager, and she confirmed it wasn't there either. Since my credit card has recurring interest, I hope you are compensating me for the extra interest charges.

I am extremely disappointed with the service provided by Kay Jewelers. In October, I bought an engagement ring and bridal set for my fiancée. I made a deposit and was told my account details and card would be sent by mail. As November passed, I did not receive any bill. Concerned, I contacted the store but they couldn't assist me without my missing account information and card. Subsequently, I received calls from Comenity Bank for payment, raising my suspicions. It was revealed that my mailing address was incorrect in their records. Even after the manager helped rectify the situation and provided me with the necessary information, I still haven't received any communication. Upon picking up the ring, I discovered that my bridal set was not included when I proposed on December 21st.

Hello, I recently received an email from Kay's inviting me for a complimentary cleaning and inspection for my jewelry this month (December). Normally, these inspections are scheduled for January and July. Due to my disability, I rely on a friend to take my jewelry in for inspections. Unfortunately, there was a mix-up, and the inspection took place at the end of June (6/22/19) instead of July. I would like to kindly request to keep my inspections in January and July as usual, rather than December and June. I value the "Lifetime Diamond and Color Gemstone Guarantee" for my jewelry and would like to maintain it. Thank you for your assistance in this matter. Your help is greatly appreciated. Best regards, Laurie C.

I recently visited Kay Jewelers in Meridian, MS at Bonita Lakes on January 3, [redacted]. I chose a $[redacted] wedding band and put it on layaway with a $[redacted] cash down payment. I was informed of a 50% discount. On January 29, I made a $55.34 payment. However, after discussing it with my husband, we decided not to proceed with the purchase. I requested a refund from the store, which initially agreed but later claimed they couldn't return the money due to insufficient sales. They offered a check instead, but with a 7-day holding period. We declined and asked for a cash refund as our original transactions were in cash. The store asked us to return another time in hopes of making a sale to facilitate the refund, linking our refund to their financial success. We seek administrative assistance to secure our cash refund. - Sincerely, J. Green & M. Green

Subject: Concern Regarding Resizing of Wedding Ring Dear Customer Service, I am reaching out in regard to the recent purchase of an engagement ring and wedding band for my wife. When I bought the rings, I was assured they could be resized, but we have now been informed that this is not possible due to my wife's ring size being too small. This was not disclosed during the purchase, and it is disappointing for us to learn that the rings cannot be resized. The suggestion of exchanging the rings for ones of similar cost does not address the sentimental value these rings hold for us, nor does it rectify the mistake made by the staff who assisted me with the purchase. My wife visited the Kay Jewelers in Palm Desert, CA on 2/2/[redacted] to inquire about resizing and was met with a lack of empathy from one of the employees. The suggestion of exchanging the rings was made, but the lack of transparency and differing information provided only added to our frustration. Due to our military commitments, it is challenging for us to physically be present together to explore this option further. We are seeking guidance on how to proceed with replacing the rings without incurring additional costs. Thank you for your attention to this matter. Sincerely, [Initials]

On Saturday, 2/15/20, I visited Kay Jewelers to have my jewelry cleaned and inspected for insurance purposes. Despite being loyal customers for 6/7 years, the service I received that day left me deeply upset. Unfortunately, due to a system glitch, two of my rings were not covered, and I was informed that I would have to pay for their repair. This incident has left me shaken, and my husband and I are rethinking our trust in Kay Jewelers. Upon returning on 2/23/20, I was assisted by an understanding gentleman named Mark, who provided me with a receipt of the services he conducted, unlike a previous unhelpful staff member. The lack of care and honesty shown during my previous visit has led me to question the integrity of the service at Kay Jewelers. This experience has left me disappointed and uncertain about future purchases from the store. - Joshua & Stacey Gast

I had requested Kay’s to reserve a 2-carat Forever Us ring for me with a 50% discount. When I was at the store with my daughter, Myra assured me she set it aside for me as I waited for my daughter's fiance to pay for her engagement ring and band. After they completed their purchases, I went to collect the ring and realized it was missing along with all the Forever Us Rings. Even though I know items are only held for 24 hours, Myra had promised I could return for it which she then placed in a clear bag. Despite their claim of trying to contact me, both my children recently bought engagement rings from Kay’s, and I have been a loyal customer too. I will address this issue with corporate as I refuse to be accused of lying.

Last month, I purchased a ring with order ID [redacted][redacted] in the US and collected it from the Mt Juliet store. I discovered a crack upon inspection and returned it to the store for repairs (Service Request [redacted]7). Before leaving the US due to the coronavirus outbreak and returning to Denmark, I spoke with customer support, who assured me they would ship it to my address in DK once it was fixed. However, since then, I have not received any updates and have been unable to contact them due to my location. I am eagerly awaiting the repaired ring as I need it for an upcoming event. I would appreciate it if I could receive an update on when I can expect to receive it. My email is [redacted]

I made a purchase for a ring on March 13, [redacted] (Order number [redacted][redacted]). After speaking to customer service and learning that the ring, custom-made with sentimental birthstones for my wife's 30th birthday, cannot be re-addressed to my home due to the closure of the Kay store at Albany, OR [redacted], I am concerned about the credit process. Despite having made a full payment scheduled for today and receiving a confirmation email without a number, I worry that my account may not be credited correctly when the ring is returned. The customer service representative mentioned I would have to reorder the ring, stating "Trevor, that would be too easy" when I inquired about re-addressing it to my home. I wonder what will happen to the ring now that it can't be delivered to the intended recipient.

I took my diamond ring to Kay Jewelers in Lady Lake, FL, for a stone replacement. The sales representative informed me additional work was needed but didn't get back to me when I requested just prong tightening. When I contacted the store later, they were closed. After reaching out to customer care, I learned my ring was back at the store but couldn't be retrieved until they reopened. They mentioned no plans to assist customers in getting their jewelry back. I am seeking assistance from someone in the corporate office to address this issue. I believe Kay Jewelers should take steps to help customers with jewelry retrieval. Your attention to this matter is greatly appreciated. -Eileen R.

I have been waiting for 90 days for my ring to be returned. Despite not receiving any updates or responses regarding my service number [redacted]2 or the missed consultation call number [redacted], I am eager to have my wedding rings back. The item was brought to the Zanesville OH store, and upon inquiring with Barry, I was informed that there are around 62,[redacted] items awaiting repairs, which may cause further delays. The repair was supposed to be completed by 3/25, just after the store closure. Unfortunately, the store staff are unable to provide any updates on the ring's current status, leaving me feeling incredibly frustrated.