KAY Jewelers — Local services in Algonquin

I have had the absolute worst retail experience of my life over the past several months working with Kay Jewelers (1020 S Randall Rd, Algonquin, IL) to get engagement rings for myself, and future wife. I bought two 'stock size' rings in early February for a Valentines Day proposal, and was assured that the staff would send out an order for TWO new rings that were the size for both myself, and my soon-to-be-fiance. I requested that her size come in first, and was assured that they could probably make that happen. In early February, I am notified that ONE ring is back – the incorrect size (ordered size 9, received size 6.25.) At this point I'm still waiting for the SECOND appropriately sized ring, and am told it will be in within a couple weeks. I wait another month. In late March I still haven't heard anything, so I call the store and am met with complete confusion. No one can find the order number (texted to me in February by the store manager) or my name in the system. Needless to say – the ring wasn’t in. I am told it isn’t in…because it was never ordered. This despite getting a “special order” number and estimated date of arrival sent to me directly by the manager. No one can tell me what happened. It’s late March at this point, more than a month after I originally bought the jewelry. I am promised they will rush the order and guarantee the correct ring, in the right size will be back April 9. It’s April 10. I called yesterday and was told that the jewelry is still the service and design center, and no one could give me an answer on when it would be back despite the guarantee that it would be done on the 9th. Unfortunately, the deadline on when to return the jewelry has passed while I am still waiting to receive the merchandise. I should have just returned everything when I heard the manager never even called in the order (not sure if this is because we’re a lesbian couple and thus lower priority than the cis-hets / straight couples that spend $1000s ? What happened? Is this one of those "the pharmacist doesn't believe in birth control so you can't get your pills' situations?) but I decided to give Kay the benefit of the doubt. Not a great decision, and I am wondering at what point I will receive the jewelry I have already paid for. At least it will make a great wedding story? (If we ever get there. Would like rings for the...

I visited the Kay Jewelers in Algonquin, Illinois and Randi was the person who helped me. My wife and I were going to be renewing our wedding vows on a cruise that we were going on in March 2025. We were celebrating 42 years of marriage. I found a ring that I like and my wife picked out and ordered one she like. When her ring arrived for pick up, it didn’t really look like the picture of it online. My wife tried it on but Randi and I could tell she wasn’t that crazy about it but decided to take it anyway. Randi explained that if she wasn’t totally satisfied that we had some days in which we could return it. On our ride home I could tell she still didn’t care for it that much. We looked at more rings online that evening and found one she really liked, but said it cost too much money. Without my wife knowing, I called Randi the next day after picking up the first ring and ordered the one my wife thought was too much money. When we purchased our rings we had decided that we were not going to wear our rings until the day of the vow renewal ceremony. We just kept them in the box. Randi called me when the new ring came in I didn’t let my wife see it until the day of our renewal ceremony. Needless to say my wife was very happy and excited about the ring. Randi was awesome and a big help in helping me to pull this off. When we returned from the cruise, I went to Kay jewelers and to personally thank her for her help and making our vow renewal a special one. Thanks Randi of Kay Jewelers in...

Very disappointing. POOR customer service. I didn't even want to give them 1 star. I've been a customer for over 10 years. I've bought many things and spent a lot of money at this store. But when I tried to exchange a watch that was a gift for Christmas, but I had never worn, they would not return it because it was just over 60 days. I had to go back to the store 3 different times to finally speak with the district manager. He said the watch is considered USED and they would have to the eat the cost, even though I was exchanging it for a higher priced item. They would rather lose a costumer, who may have spent a lot more money at their store, than make the exchange. Bad customer service and a very poor way to treat your customers. Be warned if you ever need to...