KAY Jewelers — Local services in Aurora

I am livid.

My fiancé and I went to Kay about three weeks ago to have my engagement ring reset. All we wanted was to have the diamond taken from the original setting and put into the new setting (both are solitaire settings). We also requested to keep the original setting which is already paid off as we would like to pass it down to a future daughter/granddaughter at some point, which they happily agreed to.

Today, I received a message that my ring was ready to be picked up. When I got there, not only was the diamond still in the original setting with the new setting nowhere to be found, but the band on the original setting had been resized! Never had this been requested!

The people at the store said they would create a rush order to fix the issue but could not provide any proof that they put this rush order in. They also had no comment about what would be done with the original setting that is now resized for God knows what reason, as we had requested to have it back obviously as the same size as before.

I immediately called Kay corporate when I got home. They were able to confirm the order was being rushed but the woman I spoke with also said she doesn't know why the error was made as it was clear in the system that the diamond had to be reset in the new setting with no mention of resizing the original ring. I then asked her how they can fix the error with resizing the original ring as well. Her response was, “oh? You wanted that back?” And I said, “yes. Since it’s already paid off, the lady I worked with at the store said it would be shipped back with the diamond in the new setting.” She said, “oh… well it doesn’t say that anywhere in our system… let me check on that…” I was put on hold for about 30 minutes and she gets back on the phone saying, “sorry about the wait. Can I please call you back once I figure this all out?”

Long story short, I never got a call back. I placed another call to Kay corporate who still had no idea what was going on but they assured me that I would receive a call the next morning from the store. I never did and called the store myself. The person on the phone was actually very helpful and I felt better.

It has been a few days since, and I received a call this morning that my ring was ready to be picked up.

The conversation goes as follows: Kay Rep: "I was just calling to let you know your ring is ready to be picked up." Me: "Great. Have you checked to make sure everything was fixed?" Kay Rep: "What was fixed?" Me: "Has the diamond been reset in the new setting?" Kay Rep: "Yes, it is in the white gold setting." Me: "Both the old and new setting are white gold. Was the diamond set in the Tiffany setting?" Kay Rep: "The what?" Me: "The diamond is supposed to be in the Tiffany setting." Kay Rep: "Oh, um, yea." Me: "Great. I will be there this afternoon to pick it up."

And guess what...

THEY RESET MY DIAMOND IN THE WRONG SETTING. Even after the Kay rep on the phone confirmed that he had checked and the diamond was in the correct setting.

This is literally ridiculous. I...

If I could give a zero star for Kay Jewelers I would. I took my engagement and wedding band in for the routine cleaning. As they were being cleaned, my wedding band was lost by the sales person. I never left the store during the cleaning. They looked everywhere and never found the ring. After staying at Kay for hours, the day before Thanksgiving, the Store Manager had requested the assistant manager have me sign a disclosure saying I would not talk about this and that Kay was NOT liable for what had happened. I refused to sign the paper, so they refused to replace my ring they had lost. They told me someone would be coming on the Friday after Thanksgiving to take a part the cleaning machine and said I could come in first thing. I came in mid afternoon to give them more time in hopes they would have the ring. When I arrived, the manager informed me they had not had the time or tools to take the machine apart. So instead of calling me to let me know, I was greeted with a “what’s up” when I walked in. They said they didn’t think they were going to be able to find the ring, so wanted to measure me for a replacement. I told them again I would not be signing the disclosure form, she told me she would need to speak with her DM. I called again on Saturday asking if there was an update, was told no there was nothing. Still hadn’t looked for the ring. Finally the district manager called me, told me they would give me a replacement ring and I did not need to sign a disclosure. He reassured me they would be still looking for my ring. They replaced my ring and offered me $100 to Kay. I mentioned I was not pleased because I had spent hours at the mall the day before Thanksgiving, three trips over 30 minutes one way and not to mention the ring my husband placed on my finger when we got married was so recklessly handled and that is something that can’t ever be replaced. This has been going on for two months now. The company has don’t NOTHING after replacing the ring. I cannot get ahold of the customer care rep handling my case. I was not planning on posting a review like this, but at this point I am at a loss and want to warn any future couples from...

I use this location out of convenience & the mandatory requirement that all purchases are inspected every six months to remain under warranty. Otherwise, they do a very poor job cleaning my jewelry in store and take extra long with request for deep cleanings and the jewelry must be sent out. The staff isn’t welcoming. On a visit today to drop off a repair, the associate Lisa was actually pleasant. She assisted me right away and at least she smiled. Upon returning to my vehicle I realized I didn’t have my pair of very expensive sunglasses that I had when I entered the mall. Anxious, I immediately looked up the number to the Kay Jeweler Fox Valley location, called and and a gentleman answered. I explained that I was just in the store about less than fifteen minutes or so and I believed I’d left a pair of sunglasses on the counter, I asked if he could please check. He placed me on hold, picked up in seconds and stated sorry no sunglasses on or behind the counter. Disheartened. I called the only other location, I’d stopped at; all the while re-tracing my steps in my head. No luck at the second location. I was just about to get in my vehicle and drive away, disappointed and angry at myself for having been so careless; when I decided to physically retrace my steps starting with Kay Jewelers. As the spirit would have it, my $300 Gucci sunglasses were folded right on the counter in the exact spot I handled my transaction — just where I laid them — before I walked out without them in hand. Just waiting, untouched. I looked around and the gentleman, I’d spoken to was on the phone. I retrieved my property and headed back to my vehicle. As I neared the exit, the Petty Labelle in me, just wanted to call the store one more time, while in the mall to thank the Kay Jeweler associate for his lack of customer care or assistance! Had I listened to him and taken him on his word, I’m certain someone would have been very happy “finding”my loss. And that’s just what I did. This time the associate Lisa answered and I let her know after picking up my repair, I’d find a Kay Jeweler that’s more customer centered...