KAY Jewelers — Attraction in Fairfield Township

I will NEVER shop at Kay Jewelers ever again. We bought our wedding bands almost exactly one week before they closed the stores due to COVID. I get it, things were crazy. I tried contacting customer service twice during the lock down to see if our wedding bands could be shipped to us. The answer I got was no, because they supposedly were locked up in the store. So the end of May comes around and they finally open the store. When I first got in contact with someone, I was told that they couldn't find our rings and that someone was going to get back with me. No one got back in touch with me. I went to the store physically and the person helping me out told me that because the store was closed, no one was there to pick up the rings and they were sent back to the factory. So they put in an order and they say that it'll take a week but I would be able to come pick it up. Great, no big deal. I'm chill, I understand it's a pandemic, things were crazy. BUT WAIT. It gets better! So I go to pick up our rings and the lady hands me mine. All is fine and she then tells me to have a nice day, without giving me Austin's band. So I explain to her that we have another band that we purchased. She goes through her system and says the ring was a special ordered item, and for some reason, even though we bought it in the store, the item was never placed to order through the third party. So they had to go in and place the order, and the ring would be at the store for pick up in a week and a half. At that time, she also tells me that I need to bring in the ring that I left the store with. I'm a little taken aback because no one ever told us that we needed to leave the store with a ring, no one handed us a ring when we bought them, and we certainly didn't leave the store with a ring on the day of purchase. And I explained that and she said she would look into it. (Spoiler alert: She didn't look into it). So the time comes for me to go and pick up Austin's ring. This is about 3 weeks ago. I get a call from the same lady that was helping me before. She tells me that Austin's ring is ready for pick up and that all I have to do is bring in the other ring. And I explain to her AGAIN that no one gave us a ring at purchase. So she told me that I couldn't get Austin's ring, unless I brought in the other ring. A lot of words were said in that conversation but it ended with her (supposedly) getting in touch with the company that mans their security cameras to prove that we didn't leave with the ring. Over the past few weeks, I had called so many times my iphone can't count them to see when the video footage would prove our case. There were so many times my call didn't go through, someone would tell me they would call me back and they never did, and times when someone said that they were still waiting to hear back. Finally, I had had it. I called the store on Monday and the store manager got an attitude with me because I asked for an estimated time of when the footage would prove our innocence. Her exact wording was "I can call them, but you're probably not going to get an answer." So she hangs up. She calls me back about half an hour later saying she got in touch with the district manager and they are going to give me the ring without the ring we supposedly left the store with and then began to lecture me about how we should have known to leave the store with the ring since it was a special order item. I didn't care. I went picked up the ring and I was done with the store. Period. So, today I asked Austin if the ring fit. He tries it on and it doesn't fit. It's a size too big and it's made of Titanium, which you can't resize because it's basically indestructible. Please do yourself a favor and never shop at...

Before my husband and I got married he surprised me with a new bridal set. This was in the spring of 2014 (we got married in the fall). He went to the Tri County location where he couldn't express more how the service he got was amazing. He bought a wedding band and a princess cut 3/4th cart diamond 14 cart white gold engament ring.

We live closer to the Bridgewater Falls location so he had it delivered there. Once he picked it up, his first expression was how everyone there hated their jobs. Everyone was sad and seemed as if they had better things to do then help him, even though there was no one in the store but him.

Let say this was May when we picked it up. By July I had my first visit. I had to send my ring out because one of my prongs had bent. Easily might I add. I took it into the store and a older blonde lady helped me. She was so rude, and insisted that I did this on purpose. Why would I have done this to my engagement ring so close to my wedding.

I apologized to her because she made me feel bad. We had it sent out to be cleaned and fixed. She said we would get a call when it came in. 3 weeks later, and no call. I decided to call and the same women tells me they have had my ring for over a week and have been calling everyday since it arrived.

We received no calls or voicemail and even checked with them to make sure they had the right numbers, they did. This was just the first time. I then took my ring in September 1st to be cleaned, my wedding day was 3 weeks away, and checked. The diamond was off centered.

This was a much younger nicer lady. I expressed how I just had it sent out in July for the prong, and she said who ever inspected it before I got it back didn't do a good enough job. So she promised it would be in before my date and sent it out to be fixed for the 2nd time.

Once again. 4 days before my wedding, no call or messages, I call and get the same reaction as first time. We've called every day and left messages. We've had it for a few days now. OK. This was a long shot. But I didn't believe this women. 2 times in a row. No.

I go in and its the older blonde and a older brunette lady. Both not in good moods, and they didn't even welcome me. They were on computers as I walked to the counter. Then stood til one of them noticed. The brunette asked the blonde to help me.

I said I was in for my ring, gave them my yellow slip, she pulled it out in a bag. Opened the bag and handed it to me. Then walked back to her computer. Just like that. I said thanks have a nice night and there was no response.

Wow. So in April I had noticed my prong was once again bent. I take it in to be cleaned and fixed. This time I was told if it bends again they will replace the ring itself. Due to the wear on the prong. I get it back in a few weeks. By the way they didn't call. By May I wasn't wearing my ring.

Due to how rude they were I didn't want to take my ring back. The diamond was so loose I almost lost it, the prong was bending, what could I have been doing to this ring that I don't even wear to work to make it bend?

I dreaded taking my ring in to be fixed because these lady's are so hateful. Not only that I started a new job and my hours made it close to impossible to get there. Same for my husband who works 12 hour shifts.

Once I got it there they said I was lieing about them replacing it. I obviously did this myself. Why would I have not brought it in sooner. Same blonde and brunette ladies. I will never go back there. I will make the hour drive to Tri County for now on.

Kay at BWF you've...

I have never felt so ripped off in all of my 60 years on this Earth! I have been a customer of Kay's and their affiliates for over 30 years. Now I will never shop there again! For my 10 years anniversary in 2000 I had a custom wedding ring made with a Lightning Ridge Austria Black Opal at Kay's in Tri- County Mall. Recently and reluctantly I took it to Kay's to have it repaired.. When I went back I was informed that jeweler broke my stone while making said repairs. I was very disappointed and extremely skeptical of what was happening. They said they would make it right and match the quality of my stone. I told them I wanted my original stone back no matter what. It was a quality stone with lots of fire. When I stop back to check on it Kay's informs me the jewler "Tim" can not find my original stone. But will find me an equal quality replacement. There is no doubt in my mind "Tim" swapped out my stone for a much lower quality stone now that I have my ring back. This stone has absolutely no fire! That would be bits of red color in the stone along with blues and green. Simply crushed that they have done me this way after so many years of doing business there and the thousands of dollars spent there over the last 30 plus years. I was so proud of what that ring stood for and how pretty it was. Can not truely express how disappointing this has been. I feel so ripped off! Buyers Beware! I Will Never Shop There Again! They lost all my trust!

Edit Jan 24: This is the only way I could find to reply. Elliot, You have my number on file. Feel free to call me if you really are serious about making this right. Are you not the one I have spoke to every time I've been there? I was specific about the lack of color, especially the lack of Reds, in the replacement stone your jeweler provided and the fact that it was a much lower quality of the replacement stone.

Edit Jan 25: Elliot, Still waiting...