KAY Jewelers — Local services in Auburn

This Kay’s is an absolute joke of a business. Let me start by saying that things happen so I don’t let first impressions or accidents stop me from giving a place or a person another chance. Well, at some point you have to realize that a place is just bad. Particularly, the Kay’s at the auburn mall is just bad. The staff is inconsiderate and I am no longer dealing with them.

Five years ago this store lost my wedding band. While it was out for a routine inspection. This was after a series of minor mishaps. This mishap is not minor and a wedding ring is a very personal item. The Kay’s staff was neither sympathetic nor helpful in resolving the issue. After months without a ring they finally determined they’d replace with a similar ring of equal or lesser value. This occurred after I started coming in and calling bi-weekly. The staff forgets malls echo and they’d say oh here she comes and make other snarky comments about me. Let’s not forget this had been months without the wedding ring my husband picked for me.

I finally get that ring of equal or lesser value. I determined I no longer trust bringing my rings to them for inspections. Within the first few months the diamond falls out. I was pretty upset. Took it back where again it took a couple of moths to fix and be returned to me.

I email corporate. I get a generic apology and $50 gift card that will require me to spend money in order to use it. I returned the card and along with a no thanks.

Since then I have been hesitant to take my rings in. Understandably, I believe. But I do take it in for the inspections and cleaning. Covid happens. They aren’t taking any cleanings or inspections.

This week my diamond fell out again. I was pretty upset that this could happen again. I take it to the auburn mall and the callous manager wants to charge me because I cannot prove it was inspected this year. I tell her my history of issues with Kay’s. This callous manager says She doesn’t care what happened before and can’t do anything with that. I will have to prove I had it inspected or pay to fix it. Despite the fact I have a lifetime warranty my husband paid for. Despite the previous troubles I’ve had. I said can you not see why anyone would be hesitant to bring their rings back? She may or may not be the one responsible before but her attitude towards the situation is pretty cold.

Livid doesn’t begin to describe my emotions at the moment. Disgusted. Insulted. Saddened. That in this day and age people have no empathy or kindness in dealing with an emotional sentimental trinket like a woman’s wedding band. I kindly told her to give me my rings back and that Kay’s will NEVER get another dime...

My fiancé purchased my engagement ring in December and we got engaged in January. My ring was a yellow gold solitaire diamond. In the beginning of February, my diamond fell out and my prongs were bent. I took the loose diamond and the ring to the local Kays. The manager told me that I should not wear my ring to sleep, work or shower. (WHEN DO I WEAR IT??) They sent it off and it came back 2 weeks later. Fast forward to the first week in April and it happens again. I went again to the local Kays and it was sent off again. (Again, it was MY fault it was happening and they took NO responsibility for their product having a glitch). After filing a complaint with customer care and letting the local Kays know my concerns of wanting a life time ring and I felt uncomfortable wearing a product that constantly broke, they agreed to let me pick out a brand new ring. After just 2 weeks with the new ring, a diamond from the halo falls out. Kays got me a new ring identical to it. SAME THING HAPPENED. The manager again told me it was my fault for sleeping, showering and working in my ring. I have never in my life known someone to not wear their wedding ring constantly... isn't that why we have them?? After much complaining, corporate agreed to give me a full refund and we should have a check within 5-7 business days. After 16 days, I went to the Kays with my concern. The manager told me she could not disclose any info with me because I am not on the account. Well, I am. And even offered to give my husbands social number or to call him and she refused and threw papers in the trash in front of my face when I said I was not leaving until I got some info. It has now been 3 weeks and we have not seen our check. Please save yourself (and your wives) the trouble and work with another company. The products obviously are poorly made as every time my diamond fell out, I was not doing anything strenuous. Kays never apologized for my troubles and reminding me constantly that it was MY problem not theirs. I now have a beautiful engagement ring and the company we work with has...

Pay close attention to your charges. I purchased a white gold chain to go with a pendant of mine to give as a gift to my daughter. During all the hustle and bustle, listening tentatively to Sarah’s (sales associate who helped me) story about a ring her grandmother gave her, getting my pendant cleaned, and having my granddaughter with me - I paid little attention to my receipt at the time. When I got home I noticed an additional $74.99 charge. I called the store. They said it was for a warranty purchase. Sarah wasn’t available at the time. I went in the next day to question this and get a refund. Both Sarah and the manager were not available to talk to me. I got the refund. I followed up with two emails to Sarah questioning her about it. You see - we never even discussed any warranty. Sarah without my knowledge or consent charged me FOR A WARRANTY. The charge was 31% of the cost of the chain. I have never received an explanation or apology from Sarah or the manager. So BUYER BE AWARE.I would be more than happy to delete this review for a simple explanation and apology from Sarah and the manager. That’s all...