Kay Jewelers Corporate Office Headquarters

I have been sitting here reading all these reviews about how people have been disappointed and misled with their rings ,diamonds etc from doing business with KAYS ..and.extremley damaged beyond repair on some, and I have to say these are not isolated incidents…I am now going through basically the same thing with Kays…We purchased wedding bands which were beautiful and of course as any couple would be we were both excited with our rings and our upcoming wedding…When we purchased our rings they had to be sized so they were sent out and at the same time we wanted a inscription inside both rings a secret phrase which the other would read the day of our wedding…when the rings came back the size was perfect but I couldn't help but wonder if the inscription was correct…So even though I was to wait or we to wait we looked and its a good thing we did…Not only was the inscription incorrect it had a inscription we didn't authorize…When we questioned it we were told our original inscription was too long so the lab put one in there they felt would fit…are you kidding me? who does that? no phone call to ask us what we wanted in there because what we we wanted first wouldn't fit…Ok so then rings go back get buffed out and a new inscription goes in….Im baffled at how they go and take it upon themselves to go ahead and do something like that…its not your ring you didn't pay for it and that is extremely personal…ok so the rings come back and our wedding comes its a beautiful day…rings look ok ..however not as shiny as the day I picked it out of the case…so 3 weeks after the wedding I'm driving and I look down and one of my diamonds is missing…im horrified ..I go right to my local Kays and they take the ring in and say ok 10 days ring will be back with a new diamond and we will dip it for you…so 2 weeks go by I don't hear anything call and I'm told it will be 6 weeks until my ring is back the repair center didn't have a diamond to fit my ring…so they are sending it to corporate repair? So now I am beyond mad…sickened to my stomach actually..I go into the store flipping a script…I never even got a call saying that my ring would be 6 more weeks due to a diamond wasn't available for my ring…I had to call myself to see where it was to be told this…so here I am married a month and no wedding band…I am so disappointed by Kays and when my ring is back and everything is resolved…I will no longer be buying from them…They did however wanted to give me a gift card which I declined…I feel so bad for the people who have been betrayed by Kays…They not only are bad business people but they have somewhat ruined peoples moments and what should of been nice moments of their wedding ring purchases but now only leavest bad tastes in peoples mouths…I guess we all should remember though that our weddings were beautiful thats whats important ..as sad as this is, this jewelers took something away from each and everyone of us…we can rise above and find a fix in this somewhere..But Says keeps doing this and eventually we can only hope they will close its doors….People please speak up if Kays has done you wrong….

This is in regards to a complaint submitted on 8/1/17 regarding Miranda Pepenella the store mgr. for shop # 8428. On July 9th I took my ring in for service due to a stone falling out. I addressed the situation with the Store Mgr who informed me that since the inspection was not properly completed that I needed to pay for the repair and reset my warranty. I agreed to pay for the repair and was charged $24 + tax. I asked the Store Mgr at the time if the amount being charged was correct and twice she insisted that it was correct. I left the store with assurance from the Store Mgr that I would receive my ring on July 22 in time for my August 18th wedding date. On or about July 20th I received a call from the Store Mgr demanding I pay an additional $200 if I'm to get my ring back. I reminded the Store Mgr that she had already charged me and confirmed that the amount previously charged was correct. The Store Mgr became indignant and stated that if I wanted my ring I had to pay $200. I told her I would call the cooperate office and then she stated that her district mgr. approved for me to not have to pay the $200 since it was an error on their part. I asked the Store Mgr when I could expect my ring as my wedding was fast approaching. The Store Mgr told me that they had not approved the repair due to the cost discrepancy and that she was going to call the repair shop on that day to approve the repair. I asked again to make sure that I would have my ring in time for my wedding and the Store Mgr very rudely stated "you are getting the service for free, so you will have to wait". I told her that was not acceptable and again express discontent with her level of service and professionalism. She then stated that she would call us when it was ready and hung up the phone. On July 30th I called the store to inquire about my ring since I had not heard anything from the Store Mgr. The Store Mgr again rudely instructed me that I was getting a free service and therefore had no right to expect me ring at any specific time. She went on to berate me about how it was my fault that the ring was taking so long because I did not pay the $200. I reminded the Store Mgr that the error was on the part of the store and that due to that fact her district mgr had waived that cost. I reminded the Store Mgr that my wedding was in 2 weeks and that I need to have my ring in time. The Store Mgr rudely stated that I would just have to wait and that she had another customer and hung up the phone on me while I was still speaking to her. After weeks of this deplorable treatment from the Store Mgr, I contacted the store on July 31st and asked for the name of the district mgr. I spoke to a rep by the name of Sales Rep, who stated that because of her job she was not sure if she could give me the name of the district mgr. I explained to Sales Rep all that I had endured with the Store Mgr and she apologized and offered me the main corporate customer service number. I explained to Sales Rep that with the days nearing my wedding date, I was extremely worried that I would not have my ring in time. Sales Rep offered to contact the repair shop and get back to me. I then called the corporate customer service number and filed a complaint with the Cust Serv Rep- ref# 33058433.

After a positive experience on 04/30/17 in which I purchased a ring valued at $4,249.00 for $2,549.40, I was shocked with my second visit to store #2956 in Charlotte, NC. I went to the store on 06/30/17 to have my ring "sent off" to be sized and was told that if I did not hear back from them via email by the end of the month to call back. The experience with sales associate Brandy seemed odd, but I trusted that Kay Jewelers had not lost a piece of jewelry and that my piece would be in good hands. The promise date on my sales receipt was 07/13/17. On 07/14/17, I contacted the store to inquire about my ring. I was told that they could not locate my paperwork, could not locate me in the system, and that they would have to call Brandy to "find out what she did". I was told I would receive a call back as soon as they contacted Brandy. I did not receive a call back. The following day at 11 am I called the store again and inquired about my ring. I was told that the manager was contacting the service center that does the repairs and resizing and that "sometimes when they are busy they do not answer the phone". At this point, I am very concerned with the lack of professionalism with the staff as well as the fact that someone, somewhere, has my ring and is not picking up the phone. I was told, once again, that I would receive a call back. At 5 pm, I called the store for the third time and Brandy (!!) answered the phone. Brandy was rude, short with her answers, and seemed in a hurry to get off the phone with me. I told her my main concern was to make sure that the ring had been found, I did not mind a delay, I just wanted to make sure the ring had been found because as of last night they could not find my name or my ticket number. Brandy cut me off and said "yes, yes, all of the above, yes..". In addition, Brandy stated that the reason I had not been called is that I had not put a phone number on the ticket. However, to me, it is the salesperson's job to ensure that the ticket is completed accurately and I had also left my number with the salesperson, Alexis, the previous day. Also on the ticket was my email address which is the means by which I would be contacted according to Brandy. Having worked in customer service when I was younger, and in multiple instances of retail management, I can understand how uncomfortable it can be when you have a customer who is upset on the other end of the line. However, I maintained absolute control and was polite with all my communication as I have been the victim of abusive customers in the past and understand that it is not fun to have a customer become upset over the phone or in the store. I stayed positive as I was hoping that the ring would be found and this was just a case of misplaced paperwork. As of right now, 07/16/17 at 10:30 am, I do not have any definitive answers as to "where" my ring is, "when" it will be returned to me or any other status updates on my order. Leaving a customer in the dark for over 2 days, in my opinion, is unacceptable when dealing with something of such value as an engagement ring. As I continue to try to remain optimistic, and will call the store for the 4th time, it is my hope that this review will be used as a means to remedy the situation at store # 2956 with their poor customer communication. Future customers may not be as understanding or patient as I have been. I had praised the store previously, but as my opinion has changed, I will not endorse store #2956 as a great place to make a large purchase such as an engagement ring.