KAY Jewelers — Local services in Austin

Update as of 5/06/2024

The same day this review was posted, Amanda the GM at this location immediately took interest in the issue and told me to reach out. When I did, almost right away while speaking to her that I knew I was in good hands. Not only did she genuinely seem interested in the issue, she understood where we were coming from and came up with a solution. My wife and I were taken care of and now because of Amanda, my wife has a ring that she LOVES and so far does not irritate her skin. I know from here on out we will be taken care of. Amanda is amazing, I definitely recommend going to see her and her team. 5/5 stars for Amanda!

*Kay ultimately does not care about the quality of their customer care, they only do if the customer spends more money.

This nightmare experience started back in 2020, purchased a wedding ring for my wife. Within a week, that ring caused irritation to her finger causing severe redness and dry/ blistering skin. I went in to this location and explained the situation and was told it was the material of the ring causing the issue and if I spent a little more and got a different band that this issue would not occur again. I did exactly that, I spend more thousands and again, almost right away the same issue started to occur.

After going back in to a different location at the rim in San Antonio, I was told that the irritation was caused by soap and water getting caught in the ring. I knew that couldn't be the case considering my wife wears other rings of MUCH less value and they do not cause any sort of issues with her skin..

Yesterday 11/25/2024 we go back to the location at the rim and explain to the assistant manager what we have been dealing with and my simple ask was to swap the ring out with another one of equal or LESS value of a different material considering the manager agreed that the material of her current one was known to cause issues like this.. I was told that the only thing they can do for me is they will take the ring back if I spend DOUBLE the amount on a new one. Knowing that this is a very simple resolution and they will ultimately just sell the ring back at the same price I paid making money off the situation and handling the customer service issue is an easy decision to make. I was told I had to be the one to call customer service and the store management could not assist me at all. I called, was told they 'escalated' the issue and I would get a call back. Shockingly enough... that has yet to happen.

To me, that is an absolutely ridiculous way to handle customer service issues. If a customer is already having issues with the service and product provided, this is a strange way to try and 'rectify' an issue. My wife cannot even wear her ring for more than two hours before her finger reacts to the material. Being told we will only help if you spend DOUBLE what this ring was is an awful look. NOT HOW YOU DO BUISNESS. I suggest you go with a more trusted company with better product and better customer service if you're going to be investing thousands of dollars for an engagement ring or...

I just had a seriously horrible experience at this location with a slightly curvy blonde lady who had tightly pulled back hair. As soon as she found out that I was there just to get my ring size, and that my boyfriend would be purchasing a ring later in the week at a different Kay's, she lost absolutely all interest in me. I was so excited to go in and hopefully try a few rings on just to give him an idea of anything I loved, plus give him my size. She was 0% excited for me (isn't that kind of their job in that industry...? be excited with the giddy bride-to-be...!), and had her back to me as she answered most of our questions, and when I didn't know what she meant by "all of the rings here are cut six and three quarters", she made me feel like a complete idiot by slowing down to a ridiculous speed how quickly she was talking to me... like I was mentally incapable of understanding English. Then, once I figured out what size I was (on my OWN, I might add... she offered no assistance other than sliding the ring thing over to me, then telling me I was a nine, to which I pointed out that the ring right next to the one that was fitting me was a five and a half, so wasn't it actually a six that I was wearing, and not a nine.... yes, yes it was indeed a six), she asked if there was anything else I "needed". I said I would like to try on a couple rings just for the excitement and see if there's anything I fell in love with so I could tell my boyfriend. She then informed me that since he's buying at a different location, the size may not be the same. I said that was fine and could she please just let me try on a couple of rings, and she finally obliged.

Let me also add that I have a very sick, very close family member who we are hoping makes it through the night tonight, and the only reason I still went and got my ring size is because my Mom insisted I still try to go about my day normally despite our circumstances. Said that I needed to still try to be happy and excited about getting engaged soon (probably this week) even though we are going through one of the hardest times our family has ever experienced. I was already having to fight through the heart ache and heaviness of the day and try to be excited about what's happening in my life soon, and was completely rained on at...

If I could give this 0 stars I would. This is more for the company than the store specifically, but this company feels beyond shady. I was buying a wedding band, was about to swipe my card to pay and the manager who took over for the sales person goes “did she tell you about the resizing fee, it’s $200 or $350 for lifetime warranty that includes a resize” - to which I said it is literally free on your website, you choose your size and then they send you the ring and you are going to tell me as or after I pay that I now how to pay $200 to size a ring where you carry 1 in the store and then expect people to pay to have it adjusted to your size. At that point - this would be the point where you should match your website if you want a sale. Get your website and storefront in order and the amount of upcharging is ridiculous - just so you can advertise that your sale price is competitive. 2nd fundamental issue - the sales person would take out a ring and tell me the original price and the sale price and nothing else about the ring like that was all that matters when buying a ring. Nothing about what the material is, what diamonds are in it, nothing. I did not end up buying the ring online even though I had planned to and I will NEVER purchase from Kay and will suggest to others that they don’t either, what a shady business. Take note - consumers aren’t stupid and will...