Kay Jewelers Customer Service Issues

I requested a refund back in March [redacted], and it has not been processed yet. The Kay Jewelers team only created a cancellation ticket#[redacted]1 in June. When I bought the merchandise, it was supposed to be shipped to the store, but due to COVID-19, the store closed temporarily without notifying me. I discovered my shipment was held up at the distribution center when I called to track it, as it was our wedding ring. Despite my request to reroute the shipment to my home address, they refused and could not cancel the order. I have been trying to reach Kay through online chat sessions since March and have records of my attempts. Unfortunately, contacting them now is nearly impossible due to the store closures related to COVID-19.

I bought an engagement ring from Kay Jewelers online on May 28, [redacted]. I paid in full that day and got an email receipt. Although today, July 9, [redacted], is the estimated delivery date, I haven't received any shipping confirmation, tracking number, or updates on my order. I've repeatedly tried contacting customer service to either get a refund or obtain information about my purchase, but waiting on hold for hours without ever speaking to a representative is frustrating. Customers spending significant amounts with this company deserve to have details on their purchases.

My son ordered a necklace online on 5/20/[redacted] with an expected 2-day shipping. However, the delivery date was later changed to 6/24/[redacted], which has passed without any updates. Despite being told it was delayed due to personalization, the item is not personalized. After multiple calls, we were given a new estimated delivery date of July 15th or end of July, but recently Kay Jewelers unexpectedly cancelled the order without a reason. The refund has not been processed back to his card. I believe this situation warrants escalation to customer retention as we are seeking a refund and possibly the item for free, available in-store. The item is in stock at a nearby store, where it has been set aside for us. I am hoping for a refund and store credit equivalent to the cost of the necklace he saved up for. This purchase held sentimental value for him as it was a special gift for his first girlfriend, purchased with savings from previous occasions.

Subject: Lifetime Warranty Inquiry Dear Kay Jewelers, In [redacted], I had a wonderful experience purchasing a gorgeous engagement ring from your Delafield, WI store for my now-wife. We followed up with a wedding band wrap a little later and had been diligent about bringing our rings in for regular maintenance until we recently faced a setback. After discovering our usual store was closed, my wife unfortunately lost a diamond from her ring. I am reaching out to request some flexibility with the warranty inspection policy as we navigate this unexpected loss. I would greatly appreciate any assistance in replacing the stone as I value the investment we have made with your jewelry. Please let me know if you need any details from our warranty papers or a photo of the ring for verification. Thank you for your attention to this matter. Sincerely, Michael E. Hinrichs [redacted] Carriage Way Palmyra, WI [redacted] [redacted] (Please leave a message) [redacted]

My husband bought a $[redacted] pair of earrings at Kay Jewelers in Eastgate Mall on 9/18/[redacted]. On 11/09/[redacted], I attempted to return them unused with the receipt, but was refused due to being a few days past the 30-day return policy. I am disappointed that Kay Jewelers wouldn't make an exception during these challenging times. Refusing returns due to a minimal timeframe overlooks the current national pandemic situation where leaving the house, especially with young children, is discouraged. It is disheartening that the company is not more understanding. I will no longer be a Kay Jewelers customer if this issue is not resolved.

Hello, I would like to share an issue I encountered with a ring purchased from Kay Jewelers. Yesterday around noon, I picked up the ring, and by midnight, I noticed a stone had already fallen out, despite not engaging in any strenuous activities that day. This is disappointing as I was excited to wear this ring, especially after my previous one got stolen, even though it needed multiple repairs. I am unsure whether I should exchange it for a different ring or send it back for repairs. It is disheartening to have paid $[redacted] for a ring that broke within 12 hours. Dealing with this issue also requires me to make a lengthy drive, which is inconvenient given the current situation. I have provided details from the receipt for reference. Thank you for your assistance in resolving this matter. Best, Kaitlin B.

To whom it may concern, I recently purchased a jewelry cleaner from your company to clean my platinum wedding ring and a set of white gold rings. Unfortunately, after using your product, the rings turned a copper color and it seems they may have been damaged. I am very concerned about this as these are expensive pieces of jewelry. I do not want to send the rings away from my sight, so I'm reaching out to see what can be done about this situation. If necessary, I may need to involve a lawyer. I will send you a picture of the product I used in the email you send back. I would appreciate it if you could advise me on how to resolve this issue. Thank you.

Good Morning, I am Gregory Stachacz, a Kay Jewelers and Outlet customer. Today, while visiting the Kay Outlet, I bought a bracelet for my wife for Christmas. My order number is [redacted][redacted]. During the purchase, it was advertised as 2-day delivery, prompting me to make the purchase. However, after buying it, the estimated delivery date was shown to be DEC. 24th, which contradicted the promised 2-day delivery. I contacted customer service and was informed that it meant 2 days after UPS receives the parcel, with an estimated delivery date of DEC 24th. This was not clearly communicated during the purchase, leading to my disappointment. I urge Kay Jewelers to rectify this issue by expediting the delivery and clarifying the meaning of 2-day delivery on their website. Thank you, Gregory Stachacz. [redacted] Middleburg, Florida [redacted]. [redacted], [redacted] Item number [redacted]04.

Dear Kay Jewelers, I sought a pair of affordable diamond earrings for my wife to wear to work without worry. Priced at $[redacted] with a 20% off code, I expected simple yet real, gold earrings. I opted for wrapping, but upon arrival, the earrings were loosely wrapped in shipping material. The attached price tag of $[redacted] came as a shock. This deceptive marketing tactic was disappointing. Kay Jewelers, this experience has led to my strong disapproval. Unfortunately, I will be sharing this negative experience with others. Sincerely, A disheartened customer.

After 40 years, my husband finally allowed me to choose a new, larger diamond. We visited Kay's Jewelry Outlet at the Tanger Outlets in North Charleston, SC. The lady who assisted us, Nickki, let me try on an oval-shaped 1-carat diamond on a silver thin band. I loved the ring but requested it in gold, which she sent off to a designer for a gold setting. When we picked up the ring yesterday, my husband, who had recently undergone back surgery and joined me despite pain, was uncomfortable and wanted to leave. Today, I realized the gold band is wider than I had anticipated, twice as wide as the silver one the lady had said it would match. I went back to the store and spoke with Nickki, who claimed they couldn't do large stones on narrower bands, contradicting what she had shown me before. She mentioned a $[redacted] charge to change it to a thinner band, which left me feeling dissatisfied. I am disappointed as I had expected them to rectify the issue easily. If this is not resolved to my satisfaction, I will not recommend or return to your stores.

Kay Jewelers - Poor Quality and Service I want to share my disappointing experience with Kay Jewelers regarding the poor quality of their jewelry and unsatisfactory customer service. My partner bought a 1 ct diamond engagement ring from Kay Jewelers, and we decided to have it customized to make it unique. The process was overseen by Mike, the store manager at the Strongsville, Ohio branch. However, what was supposed to take 3 weeks dragged on for 3 months. When I finally received the ring with the modifications, I was initially happy with it until the cheap materials used caused two prongs holding half a carat diamond to break and fall out. Upon returning to the store, Mike accused me of damaging the ring myself and even insisted on testing another diamond jewelry piece I owned. His attitude and lack of professionalism upset me, leading to further complications with the repairs. The subsequent fixes were shoddy, with mismatched prong sizes and diamonds that did not fit properly. As my wedding approaches, my ring is still not ready after numerous repairs and delays. Despite my frustration and the impending wedding date, Kay Jewelers has offered no compensation for the inconvenience caused. This whole experience has been incredibly disappointing and has soured what should have been a joyous occasion. - C.H.

I am attempting to sell the engagement ring I bought in May of [redacted]. Your stores only provide store credit, and I have no use for more jewelry. The issue is that no pawn shop is willing to offer me any money. The band has a copyright mark from a company that stopped producing jewelry 25 years ago. The ring remains untouched and was only cleaned recently at one of your branches. I paid $[redacted] for this ring two years ago, and now I am struggling to sell it. Its carat weight is just .[redacted], so it's unlikely the stone is worth over $[redacted]. I am seeking at least a partial refund for this disappointing purchase. Customers should be aware that buying jewelry from you might mean getting dated items of little value.

Last month, I purchased a bangle bracelet through Affirm. I tried to return it to the store, but they directed me to Affirm. After contacting Affirm, they provided me with a date and numbers to resolve the issue. Despite multiple attempts to return the bracelet, I was informed it couldn't be returned anymore. When trying to return it online, I found out the return period had passed. I am frustrated as I never wanted the bracelet and have made three payments to Affirm with one more due today. I just want to get my money back as the bracelet doesn't match its advertisement. I have had no issues with purchases from Zales before and this experience with Kay's has been new and upsetting. I hope this matter can be resolved promptly, and I've mentioned this concern in my multiple calls regarding this issue.

My husband purchased my engagement ring in [redacted] from the store called Zales, which was later bought out by Kay's. They provided me with a pamphlet book for regular ring check-ups and cleanings, which I faithfully do every six months in February and August. Today, when I went for my scheduled service at the Walnut Avenue location, the employee was very unprofessional. Despite my compliance, he insisted on having my telephone number, threatening that the warranty wouldn't cover replacing a lost diamond. This behavior was unlike the helpful service I've received in the past. Feeling upset, I called my husband for support. He intervened, speaking to both the employee and the manager about the issue. The manager tried to downplay the situation, but we insisted on addressing the problem. It's disheartening that each visit to the store turns into a challenge. I'm unsure how to proceed; any advice is appreciated.

Today, I went to the Green Hills location in Nashville to have the batteries replaced in two watches. Initially, I was ignored by all three service attendants for at least five minutes. When one finally approached me and I requested the battery replacement, I was informed the person who handles that was busy with another customer. After waiting an additional 10 to 15 minutes, I inquired about the wait time, but was told they couldn't provide an estimate. When I asked her to check, she refused. After more waiting, the person responsible for the battery replacements finally came but seemed offended by my question and declined to help me. This was by far the worst customer service experience I have ever encountered.

I purchased a diamond and enamel letter pendant, but upon receiving it, I was disappointed. The pendant was much smaller than expected from the online photos. Additionally, there were no details about the chain, which turned out to be a less attractive cable chain labeled "Made in China." The return policy requires the refund to be issued to the same card used for purchase, but my card was closed due to theft. I want a cash refund at the Kay's store near me to resolve this issue.

During a recent visit to Kay Jewelers in Saginaw, Michigan, my daughter and I encountered some disappointing customer service while shopping for a $[redacted].00 engagement ring. The sales associate seemed bothered by assisting us with trying on rings, showing a lack of attention and care. I was especially upset when she devalued my trade-in item and wrote on a sentimental twenty-year-old receipt. Requesting a different associate was met with rudeness, and we felt disregarded as other customers were served ahead of us. The interaction left me feeling unwelcome, as the sales representative responded dismissively when we voiced our concerns. Overall, this experience fell short of our expectations for such an important purchase.

I recently purchased a pair of diamond hoop earrings along with a diamond necklace. Unfortunately, the earrings I received are too small to wear, and the diamonds are not as visible as advertised. The necklace I ordered came without the pendant or charm that was shown in the picture. I am looking to return both items for a refund but require a return label as one was not included in the package. For more information or assistance, please contact me at [redacted]. Thank you.

Good morning, I am having a terrible experience. I recently ordered a birthstone heart necklace three days ago but encountered issues when trying to pay with my debit card. I attempted to use PayPal for the payment, which I had never used before, and now there seems to be a delay in processing the payment. My bank suggested this might be a fraudulent transaction. I kindly request to cancel my order at Kay's Jewelers for my peace of mind. I prefer to make the purchase in person at Kay Jewelers at the Magnolia Mall in Florence, South Carolina. Thank you for understanding and cancelling my order.

Hello, I am reaching out about a situation I had with an anniversary ring purchased from Kay Jewelers in May [redacted]. The ring, symbolizing 30 years of marriage and 3 children, developed a crack recently. Despite paying for a repair, it was deemed too damaged to fix due to a hairline break near the diamonds and sapphires on the band. Although I was open to an exchange, not having insurance on the ring only allowed for a trade-in option. The experience at Kay Jewelers at Hamilton Crossing in Allentown, PA was disappointing, with the staff member being accusatory and unhelpful. I wear the ring on my non-dominant hand while working as a NICU nurse and engaging in activities like running races and playing tennis. I am seeking assistance to either repair the ring or find a comparable replacement without incurring a significant additional cost. Your help in resolving this issue would be greatly appreciated. Respectfully, Vivian F.