KAY Jewelers — Attraction in Decatur

After 11 years, my husband and I decided to take advantage of Kay's trade-in program this past Christmas. I picked the ring I liked online, but when we went into the store on 12/23, they didn't have it. The saleslady showed me a similar ring that I absolutely loved. However, it was $1k more than what I looked at originally, and the saleslady was unsure if (or when) it would go on sale. She did give us a discount, and hubby got it for me. I went back online to check the price of the matching band (that my husband was planning to go back and buy) and saw that my ring was on sale for $800 cheaper. I hadn't had the ring for a month and after chatting online with an associate about the return and price match policy, my husband and I went back to the store on 1/14 with the intentions of simply redoing the transaction to get the ring at the sale price. I got the impression that the saleslady didn't want to complete the transaction as soon as we told her what we wanted to do. After telling us that the store holds trades for 30 days in case the customer changes their mind, the saleslady told us that we wouldn't get full trade-in value for my original rings if I returned them even though the new ring would still be double their value which wasn't true. She then proceeded to tell us that if we did the return we could get the new ring at the sale price but would not be able to use the original rings for a trade again. Basically, the return and price match policy changed if a trade was involved. We were told this repeatedly even after she called Customer Care. I called the Bridgestreet location and spoke with Danny. Danny used to work in the Decatur store when it was in the mall and he not only remembered my husband and me from 11 years ago but also told us that he had never heard of such a thing as what we had just been told. He found the transaction on the computer and even told us what the new price would be. If we wanted to return the ring and get our trade-ins back, we could come up there and he would take care of us. We went back to the store and informed the saleslady that we would like to return the ring and receive our trade-in back. She then likened what we were trying to do to trading in a car and going back to the dealership asking for our trade back because the new car went on sale! At this point, I was more than ready to get my original rings and get out of there which is exactly what we did. Last night (1/16) we went to Bridgestreet and saw Danny. The same transaction that was so "impossible" to complete in Decatur a few days prior was completed in less than 15 minutes! I was able to get the ring that I loved, and my husband was able to put a little money back in his pocket! It's insane that the level of customer service between two stores in the same company was as different as night and day. After this experience, I don't even want to go in there to have my new ring cleaned and inspected, but I may just to be a Petty Betty:-) They definitely don't have to worry about us coming back in there to buy anything. Any future purchases we make will be at...

I had the worst experience ever with this store. I took my engagement ring in for its 6 month checkup and to go down a quarter of a size. They told me to come back in two weeks and it will be here. So two weeks later we go in to get it and it’s been ruined when they went to go down a half a size. Had a huge gash in it, popped out two big diamonds and a diamond on the side. We were heartbroken, they also told us that it was a discontinued ring so they couldn’t reorder another ring and to pick another ring. So I spent a couple days looking and just couldn’t find any ring that I liked. So I ended up going to the Kay’s in bridgestreet and instantly falling in love with one. Told them the situation and they were so shocked. They said they had never had a ring be sent off and be ruined at their store. They told me to tell Decatur which one I wanted and they could have it ordered. So my fiancé called Decatur asking if they could have it in my size and ordered and the girl said absolutely you can, come tomorrow and we will have it all ready for you. Well we go the next day and the girls calling all these places just to come back to me to say we can’t get your ring in a size for you so pick another ring. I was so upset. They ruined my ring, then told me the night before they could just to have me go all the way to the store to tell me no they can’t pick another one. I was so angry I ended up leaving. I later in the week went back to the bridestreet and they were so shocked with Decatur’s performance to us, they said we can absolutely get you the ring you want in the size you need and they were confused why Decatur told us we couldn’t. They told us to go into Decatur, get our ring and walk out and call customer service. So we did and the store manager himself fixed us up at bridgestreet with the ring we wanted, plus the band, the size we wanted, and ensured us it would be in two weeks in time for engagement pictures. Yesterday my ring came in, it’s absolutely perfect!! It just goes to show Decatur is very unprofessional, their workers are unskilled and the store manager not once came to handle the situation or talked to us about it even when we were two feet away from her. Decatur has forever lost my service and bridestreet will forever by my hero’s who came in and cleaned...

I read the reviews for the Decatur store and I felt compelled to share my experience with the two clerks I encountered at this location. I'm so sorry I didn't get their names but they were so kind to me. Several weeks ago I lost my bridal set which hasn't gone over well with my husband. July 27th will be our first anniversary. My rings were purchased from Kay Jewelers at Pkwy Mall in Huntsville. During my lunch break on last Wednesday, I stopped by the Decatur Kay's store just to see if they had my bridal set available. I work in Decatur so I do my best to support Decatur businesses.

I explained to the two young ladies working that I lost my rings by becoming distracted during a phone conversation. I had removed my rings to lotion my hands and failed to put them back on. I was talking on the phone and got out the car without noticing the rings were not back on my finger. I even told them about searching Dillard's parking lot and store for my rings. One of the cashier at Dillard's remember me as the lost ring lady.

Although they had the ring I had previously purchased at their store; to my surprise, the young ladies volunteered to go search my car for the lost rings. Unfortunately, we didn't find my rings. However, their act of kindness has me thinking I should just back and purchase my ring set from them because they went above the call of duty for me. Yes, they are having problems with the computer system since leaving the other store. I know all about it because when I first arrived they easily found my name. The second time around I didn't show up in the system. It wouldn't be fair to the clerks to blame them for a computer glitch. Kay Jewelers in Decatur is doing a fabulous job with customer service...