KAY Outlet — Local services in Altoona

I bought two wedding rings in the beginning of June and had them sent in to be resized. My fiancés ring came back the wrong size even after having a long conversation about it. No biggie, we sent it back in and were told that it was being sent in as a fix ticket due to their error and it would be back by July 3rd. Jump to June 8th (a Monday). Our wedding is July 13th. They call the repair shop and then tell us it is being overnighted and will be there Tuesday but no later than Wednesday. We live an hour and a half away. I stay in town at a friend’s house. Then I’m told on Wednesday it is not there. I ask nicely for them to follow up. They call me back and tell me that it had been sent out and would be there Thursday. The manager Derek Sweeney sends me a bogus tracking number. I email him back and call 3 times and he won’t take my call or return my call or my emails. All this time I explain how frustrated I am but tell him that I understand it isn’t his fault. I had to drive back home Thursday after work without the ring. So today is Friday and my wedding is tomorrow. Since Derek refuses to call me back, I have to call the customer complaint department. The super sweet agent calls the store and he took her call and tells her that every associate working knows to call me immediately when the ring comes in today. Nobody called me. They called my fiance. Interesting because it is my credit account and in my name but yet he kept my finances number and calls and tells him. Not once was I ever rude to Derek. No, I was stressed out and frustrated but told him it wasn’t his fault. The only person that was truly kind to me in the whole entire process was the agent with the complaint department. How could a STORE MANAGER be allowed to treat people this way?! I realize that our rings weren’t thousands and thousands of dollars but had I known this experience would be so horrible, I would’ve gone back to Helzberg where I’ve spent over 10k in the past. Derek will not be getting my business again, not that he cares because he doesn’t own the store. I have worked in customer service for over 25 years which is why I didn’t rip their heads off like some people would. This is the worst customer service I have ever received in my life and that is saying a lot. STAY AWAY...

I cannot say enough good things about the staff at this store!! They took what would be any couples nightmare scenario and worked so hard to help us out.

We took my wife's ring in for a service to have a prong fixed on her setting....long story short the repair shop ended up damaging the ring to the point it was unrepairable.

Needless to say we were devastated, but Derek and his staff at the Altoona outlet went above and beyond to make sure we were taken care of. Not only did they advocate on our behalf the countless times the ring was sent back and forth to the repair shop trying to repair it correctly, but once it was deemed that it could not be successfully repaired they worked so hard to help make us whole.

Derek not only managed to find a similar match to our long discontinued band, but went to great lengths to ensure that our ring was not only as good as before but better in every aspect.

I truly hope Kay's is as appreciative of their staff as I am! Without good people like this, scenarios like this would not have anywhere near the positive outcome and I cannot imagine how much more stressful this situation would have been without good people making sure we were properly taken care of.

The best part for me is despite a long drawn out process, my wife is so glad to have her ring back and is in love with how our replacement turned out!!

Again, thank you Derek and team for working so diligently on our behalf, it cannot be said enough how much we...

TERRIBLE SERVICE!! If I didn't already buy a warranty, I would NEVER return and I will be buying from a DIFFERENT Jeweler from now on!! KAY'S LIES ABOUT THINGS AND THEN BLAMES YOU FOR THEIR SHORT COMINGS!! I also asked to have the District Manager's Office Number and was told "No, I can't give that out." So I asked for Derek to call the District Manager and for me to speak to her and was told "No, I won't call her, she is busy right now." I was given the Kay's Customer Care number and when I called, The NUMBER WAS DISCONNECTED!! I had to go to ANOTHER Jeweler to get my FIANCÉE'S WEDDING RING SOLDERED... They are now REFUSING to reimburse me because they could NOT do it when they said they could and they blame me for this occurring!! I was told "You must be wrong", "You must have misheard the representative who told you we could", "There was miscommunication", "This is just a misunderstanding", "They wouldn't have said that", and "Well that person no longer works here" Them NOT working here makes what I was told NULL AND VOID apparently!! IF YOU ARE MILITARY THEY WILL NOT GIVE YOU A DISCOUNT EITHER!! DO NOT SHOP HERE IF YOU ARE LOOKING FOR A...