KAY Jewelers — Local services in Alabaster

Let me just start by saying this rating is the way it is, not necessarily because of the customer service or my experience at this location, but a review on the jewelry repair department. I sent my ring off to be resized and have a new head put in.... $500?!? Whatever... okay... it needs to be done... I’ll pay for it. They also said they would tighten all of my stones for no charge, so I’m thinking okay that’s a little better. Two weeks without my ring and it finally comes in. My fiancé tries to pick it up, but they won’t let him. I understand it’s their policy, but he was the one who signed the paperwork when we originally dropped it off and he was the one who paid the $500. So, I go up there and pick it up... try it on, it’s fits. I’m happy. I leave the store and it’s like I’ve seen my ring for the first time all over again because all I’m doing is looking it over and inspecting it. I take it off my finger and realize where they resized is flat(essentially meaning they clipped the excess gold and put it back together)... so when I asked for the excess gold they clipped of... they keep it. I was completely dumbfounded. I just gave them $500 PLUS they get to keep the GOLD they just clipped off my ring?!? That’s MORE money they are making!! What a freaking rip off! Then I look at the inside of my ring that has an extremely pretty design... RUINED. Took my ring back to the store that night and expressed to the lady that I was extremely upset they messed up the inside and I wanted it fixed. She said they had to do that because the head is bigger than the previous on. Well... We looked under their magnifying machine... the piece that looks like it was broken off and had metal or gold soldered back on wasn’t even holding the head in place. I asked the lady to call the jewelry repair department and ask if they could fix it. Never heard back from her. Also, the stone tightening obvious wasn’t done too well considering I’ve had a small stone fall out. DO NOT TAKE YOUR JEWLERY HERE TO BE REPAIRED. I’ve talked with countless people who have had...

I have been overly stressed with wedding planing. The enhancer I chose for my engagement ring, plus the shape of my finger has made it extremely difficult to get the sizing perfect. The first visit, I went in for sizing. The girl that helped me was friendly but not too concerned about the factors that played into getting the sizing right. I got the ring back and it didn’t fit, just a few weeks before the wedding. However, today I am leaving 5 stars, not for the first visit but for everything that happened after with 2 specific individuals. I went back and Mrs Tammy and Michael helped me this time. Michael was so precise and Mrs Tammy assured me that she would do everything she could to make sure I had it on the big day. I got it back, and again, it didn’t fit. I am now just 2 weeks out from the wedding and no ring! I do not blame them for a second because I know it was a tricky situation with all of the factors in play such as -the shape of my finger, the size of the band compared to the enhancer, the fact that they both fit, just not together, etc..- This time I panicked. But Mrs Tammy and Michael were so kind and so adamant on making sure that I HAD MY RING! I’m very grateful for this because most places would just say, “it’ll get here when it gets here”. I cannot speak for every employee, because I know there are some people that just do not care. But Mrs Tammy and Michael truly care about what they do, and they genuinely understand the importance of the big day and making sure that you don’t feel like you’re just another customer with a common problem. I won’t give too many details but Mrs Tammy did things that she really didn’t have to do to make sure I was taken care of. I want to give them I special thank you. They really have no idea how much these efforts...

I’m pretty much done with Kay Jewelers at this point. I’ll be taking my business elsewhere (and not just with this location - because I feel like this could have happened at any of their locations).

I took my ring in for a repair because a stone fell out of it. I asked that they let me know the price before actually doing the repair. My repair slip clearly says: “Pickup date: 11/26/2018” “Estimate Required? No”

Problem 1 was that I never officially received an amount from the repair shop (that’s a whole other frustrating story). And, the even bigger problem is that it’s 11/26, and I have no ring.

When I called today, I was told that 11/26 is the guaranteed date for the ‘estimate’. But clearly, this repair slip, says something different (I wish I could post the picture). At this point, I’m just frustrated with the entire process. And I’m completely done.

I gave two stars instead of one, because there was one young lady (Ashley) who has been trying to help me. And I appreciate her for that. But even still, I’ve received mixed information today from what’s on this slip of paper. I’m just done with Kays. I have to get my ring looked at every six months for my diamond bond after I finally get it back. But that’s literally all they’ll get from me going foward. I won’t be spending another dime there. And I hope and pray that I don’t need another repair in the future.

Setting the proper expectations verbally AND on paper would have gone a LOONNNG way with me as a customer. As well as receiving follow-ups every time that I was told that I would get one (during the process of trying to get them to tell me the cost). I’m extremely...