KAY Outlet — Attraction in Lehi

I don't recommend going with Kay. TL;DR: Customer service is a challenge to even get an answer back from (20+ business days) and their jewelers are poor (had to send my ring out twice).

I had Kay resize my ring and tighten a loose prong. They are a national chain, figured they would know what they are doing—I was wrong. I had to send my ring out twice because they didn't fix the loose prong properly the first time. I chalked that up to bad luck, but a couple months later my band cracked all the way through because they didn't resize my ring properly.

Not only is my ring damaged now and I worry that I will have to get an entirely new setting, but I was belittled by Giselle who works in their Lehi location when I talked with her about it. I asked for a reimbursement for the work that was done improperly and expressed my concerns with sending it back to their jeweler. Her response was that I should trust their jeweler because she is willing to send her $20K ring to them—it shouldn't matter if my ring is $20 or $200K, it should be treated with the same level of care.

I submitted a case with their customer service department and was then told that I should hear back in 7-10 business days. After following up with them multiple times I finally hear back 20+ business days later. Their customer service rep let me know the delay was because he was out on vacation for a week.

All I wanted was to be reimbursed for work that was not done properly. I guess that was too much to ask of a...

Took my mom here a couple of weeks ago. She was looking for a Levian chocolate diamond ring. We stood at the Levian case looking for quite some time. An older lady was helping us and knew exactly what we had come in for as we had made it clear over and over. She mentioned she had one in the back that may fit my mom's finger better as the ones in the case were too small. It wasn't a chocolate diamond, but looked like a champagne diamond style. We were under the impression it was a Levian. My mom took it back with her to Boise to get resized at a Kay's and the lady asked her what it was. My mom explained where she bought it and what it was supposed to be, but the gal seemed confused and didn't confirm or deny that it was in fact a Levian piece. My parents called back to this location to confirm that what they had purchased was in fact what it was supposed to be: Levian. The guy they spoke to couldn't even tell them what it was and couldn't be bothered to find out. There is no info on the receipt other than a product number that doesn't pull up anything on any website. The lady that sold us the ring here in my opinion was a scam artist. Why don't they know what they sold my mom? DO NOT...

Not impressed with the Customer Service at all. I visited the Traverse Mountain location today on my lunch and left feeling AWFUL. I needed to have my engagement ring sized and a stone replaced that had fallen out. My fiance bought the ring so I provided his information and they begin to look for him in the system. I sat there for 20 mins why they tried to find his purchase information. When they finally found what they thought was him in the system they mentioned to me that he had purchased a pearl necklace and a bracelet. I told the woman that I do not believe that is the right account because I was not given either of those items, to which she replied "maybe he has a side chick". I could not believe that she would say that. I left imediatley I was so upset that I called to speak with the manager. Turn out the manager Sharron was one of the ladies that "helped" me and she heard her employee say that comment to me. She said nothing. So extremely disappointed we will not be purchasing our wedding bands here. Not to mention today is my birthday. Super Rude....