Kay Jewelers

Reviews 3

JE

Jenn Stanislaw

This is the absolute WORST experience I have ever had. I began the process of custom making my wedding band in March, and now in June, I still have nothing to show for it. The staff does not communicate and there is definitely something shady going on behind the scenes. The store told me I needed to also give them my engagement ring for 2 weeks so they could make the band match. Ok wonderful. no problem. I also asked that they replace a missing stone on my engagement ring while they had it. So two weeks later I call the store for a status update and they said with a sassy attitude that there is no way the ring would be ready in 2 weeks, why would someone have told me that? Ok, then when can I expect it? Can you check the status of it? Why would you tell me it is guaranteed to be done by then? This goes on for another 2 months, with intermittent broken promises. On April 1 I was told it was in, and when I go to the store they tell me it wasnt. So I ask what the hold up is and they call their repair center and cant even locate my ring. No apologies, no promised phone calls to let me know theyve located it, no ANYTHING that resembles customer service. Finally, May 1st, after speaking with the corporate office (who might I add is equally as unhelpful) my engagement ring is back in and the mold for my custom ring is in for my approval. From what I could tell I liked the mold, but it was not explained to me the different components, and the details were very hard to see. I tried asking questions about it and must have severely inconvenienced the sales associate with my questions and didnt receive any answers except "Its going to look like the mold". I asked for pricing on the ring, and they estimated it $2000 over what it was worth. For the past 6 weeks my fiancé and I have been trying to obtain a price breakdown of why this ring is so expensive and no one can provide us with one. We have however ascertained that the ring was made "off the books"-- whatever that means. Apparently that means that they will charge us whatever they feel like with no concern for actual value of the materials that go into making the ring. Combined, over the last 3 months, my fiancé and I have spent over 10 hours on the phone with the store and with corporate trying to just get my ring finished and to get a reasonable pricing quote. I keep receiving empty promises of phone calls back. Today, I finally decided to throw in the towel, call my credit card for a refund n my deposit and start new somewhere else. But now I am one month away from my wedding and dont have a wedding band. Not only has this been a problem, but remember that repair on my engagement ring that too 2 months? They exact same stone fell out less 3 days later. So not only am I down a wedding band, but my engagement ring is flawed. Needless to say this has been the most stressful part of planning my wedding. And this is a complete 180 from the experience my fiancé had designing my engagement ring at the winter garden location. He had nothing but the best thing to say, was informed every step of the way and was given an and all information he asked for. I am extremely disappointed with how I have been treated and the lack of compassion from anyone at the store or at the corporate office. Please DO NOT go to this store. I dont want anyone to experience the stress and dissatisfaction that I have.

NA

Nathaniel Doromal

My first (and likely last) Kay Jewelers experience was spoiled be sales people who gave me me incorrect info and subsequent poor rude customer service from the manager Jesse who did little to remedy the situation, save for reading the Kay policy over and over again as if I didnt understand it the first time. My fiancee (now wife) and I purchased wedding bands here. We settled on a style we liked but the store didnt have the right sizes for the rings. We were told by the sales people (a Caucasian woman and an African-American man) that "we could purchase the rings and have the rings resized once for free at any Kay Jewelers store." We just needed to bring the receipts. We were told we could do this without needing the warranty plan. Happy with this, we purchased the rings. After returning to our home city of Chicago we tried to have the rings resized and we were told that this was not possible "according to Kay company policy" and that we needed a warranty service plan in order to have the rings resized. The Chicago location was willing to have the rings resized for free provided the Altamonte was willing to accept the charges. I called Kay Jewelers Altamonte Springs and spoke to the sales manager Jesse. What happened next was perhaps was of the most atrocious customer sales service experiences I have ever received. When I explained the situation, Jesse was rude and continually interrupted and she read the Kay company policy verbatim over and over again. "Wait! You arent listening..." I protested. "I know the policy. The problem is that your sales people promised me something else." She said, "Thats not possible at all." And she proceeded to read the policy again! Astounding! I then threatened to report her to corporate during which she changed her tone. After a few moments she said to "call the corporate number." So Jesse the sales manager shuffled me off to the corporate customer service number without bothering to deal with a legitimate customer sales problem. She seemed more bent on saving her own hide than helping out a customer. And that folks is precisely how you mishandle a customer service complaint. She has lost my service and has lost my future business for Kay Jewelry. All over $16. The amount itself isnt important but its about listening to customers and treating them as if they matter.

CA

Cathy Bodden

Terrible consumer service!!! Dropped of my ring for the 3rd time due to the stone falling out. The sales person acted as she didnt want to bothered when I dropped it off.. I told her my stone had fallen out for the 3rd time(same stone) and I asked when will the be back.She said June 02..Ok its June 17 still no call from Kays to let me know if its ready..So I send my daughter there to see if they were ready..The 1st thing she tells me "You need to find a new Kay to go to because their customer service is terrible! Im like "wow" I thought it was only me..The sales girl asked if anyone called and she told them "no my mom asked me to pick up her rings".The sales girl then tell her they call when its ready..My daughter say she had to ask if she could just check to make sure theyre not ready,she said the girl seem to have an attitude! Customers spend to much money for you to hire people with such nasty customer service..Maybe they all need to go back through training and learn to respect and treat the customers a little better..I will not be buying from Kay Jewelers or taking the rings I do have now back to the Altamonte mall store..