KAY Jewelers — Local services in Auburn

I’ve had some bad customer experiences in my life, but have to say Kay’s took the cake on this one!

My wife and I wanted to have a special piece (setting) done, but they didn’t have anything in the store at that time. Told us to come back in one month on a particular day by appointment and they would have several pieces to look at from an outside vendor. One month later my wife and I took the day off and was there by the appointed time. We got there and the vendor acted like he knew nothing about us, nor was informed about us. Kay’s had painstaking written done all the details, but it seemed none of this information was translated to the vendor beforehand. However, the vendor did show us one setting and then pulled it back and said, “nope that’s not sized correctly” and walked away. Then a Kay’s representative came over and said unfortunately we don’t have anything at this time and apologized. They said they would make it right and would have a piece ordered and would call us the next Tuesday and let us know when to come back in again. I told her, “we had both taken the day off for this”, and she apologized again and said she would call next Tuesday. However, I didn’t receive any phone call on that Tuesday. I had to call them and was told they still didn’t have the piece from the new vendor. About a week later I get an email stating they can’t get the piece and they would find out why and contact me by 5:00 pm. Once again, they never reached out to me at 5:00 PM. Never heard from them. One week later I went into the store and they said they could get the piece from different vendor, but we decided at that point we couldn’t trust them anymore to do the right thing. After six weeks we decided to go elsewhere. The new place we went took care of us the same day and the piece is now being designed. Kay’s lost out on a lot of money here due to - extreme poor...

I stopped in to pick up my necklace and I got to meet Karen for the first time! I haven’t met her yet. She welcomed me with a great smile and she took such great care with my other bracelets which were a lot approx 6 or so and 5 of my rings! When I get in the store I’m kinda like a kid in a candy store! So I get distracted easily but they seem to get me and know my needs. Once she got working on my jewelry, my friend was with me and needed to get her items inspected. So as soon as Izik was done with his customers he immediately gave us that great welcome that he always does. His great smile and professionalism goes way beyond any typical approach. Izik is not just the same old plastic person like that are out there now. He is extremely helpful in all ways. I just love every single person that works here! You can never go wrong with any of the staff that works in the Auburn location. I have been blessed to be able to meet the new manager Sam as well as the District Manager Amy (I think it might be spelled differently like Aimee) She made me feel like I was a queen!! Kerry, Jeremy, are totally amazing beyond words. Jeremy took such great care of me back on July 12th I ended up walking out with so much more with a few pieces that I was so in love with. I’m just so shocked at the caring, knowledgeable staff all in one place. Kay Jewelry is the ONLY PLACE I will shop at. I’m so grateful for all of the products and staff I get to see each time when I’m buying my items. Today I walked away with 1 ring, 2 bracelets and 2 necklaces. I have no problem sharing by word of mouth to all that ask where I got that piece etc. Once again I can’t thank you all enough for your kindness...

I recently had the challenging experience of trying to find the right engagement ring for my fiancee. I had looked in a couple stores and was sure I wanted to get something that was beautiful, valuable, and yet spoke to who she and we were. I was very fortunate that when I came into this Kay I ran into Jeremy. Jeremy has multiple years experience and clearly understood that I am not a jewelry guy, but rather a guy who wanted to purchase a loving and worthwhile ring that symbolizes the love I have my fiancee-all without her being present(at my fiancees request who gave me a few ideas but wanted me to be the one to ultimately select the ring). Jeremy gave me several hours of his valuable time multiple times as I tried to decide on a ring that mixed both my taste and that of my fiancee. He educated me, worked with me, and never once did I feel like he was trying to sell me on the most expensive item. Ultimately, with his help I decided on the ring that I felt spoke most to my love for her,. Without Jeremy's patience and personal attention I think I would have really struggled. I had not anticipated buying a ring, or finding such helpful concern, at a 'big' jeweler. Jeremy was excellent from beginning to end, addressing my humanitarian concerns, the challenges of choosing for a woman who was not physically present, and his expertise has helped me select a ring that I am pleased with and that my fiancee loves. ...