KAY Jewelers — Local services in Barboursville

I am writing this review due to repeated issues with defective rings, poor-quality repairs, and Kay’s continued refusal to provide a refund despite multiple attempts to resolve this with store leadership.

This is the second time we’ve had problems with this store. My husband bought my first ring here. When it was soldered with my wedding bands, the work was so poor it had to be sent back three times — each time worse. Kay’s refused a refund and only gave store credit, forcing us to pick another ring. That second ring also became damaged. (I do not clean, shower, or even sleep in my rings)

We went to the store on July 16th, we spoke with the district manager Mike and explained what was happening. He confirmed under a microscope that my ring’s diamond setting was bent downward, the band was twisted, and multiple diamonds were loose. He admitted it needed to be sent out for repair. We refused due to our last experience with their repair team and requested a refund. He said they would have to reach out to the care team the next day and would let us know what they decide because they are the ones who approve refunds.

On July 17th, we went back to the store because we had not heard anything. The manager, Kendra, still hadn’t contacted the Care Team and stated she was just gonna do it tomorrow. We explained again that we were extremely frustrated and wanted the matter resolved that day like we were told would happen. She then opened a chat window and messaged the Care Ream. After over 30 minutes of chatting, she finally said they will not refund us and will only offer to repair the ring. That we can call them ourselves and give them our case number. At that point, we asked for my ring back and left the store.

Since that day we contacted the Care Team daily. While on one call with the Care Team, a representative referred to a chat conversation that supposedly took place between “Levi” (my husband) and the Care Team on July 17. Levi has never personally used the online chat feature, but that was the same day the store manager had said she was communicating with the Care Team on our behalf. This strongly suggests the store manager posed as Levi in the chat, which raised serious concerns for us.

Our case was escalated due to that issue and on August 1st we were assigned to Jennifer, a claims case manager — the only person who treated us respectfully. After explaining our situation she said “ Wow it sounds like you have been through it” She told us only the district manager could approve a refund, even though he had previously claimed he needed Care Team approval. More runaround. On August 5th, she finally reached him. He offered store credit, which I refused again. On August 6th, he finally agreed to a refund. We went to the store, turned in the rings, signed paperwork, and were told we were “good to leave.” We could obviously tell the manager was not happy to be giving us the refund.

By August 25th, no refund check had arrived. When I called Jennifer, she found it had been mailed to a random address in Charleston, WV — not the one on our account like we were told. She apologized multiple times and was confused herself why the check was sent to a random address. She stopped the check, and requested a reissue. We finally received our check on August 30th.

After two defective rings, multiple failed repairs, weeks of delays, misleading information, and even an address mix-up with our refund, I can confidently say: stay away from Kay’s —...

I have done business with this line of stores for over 20 years and after my recent purchase at the Barboursville, WV location I will not be returning. What should have been a simple remount turned into multiple trips, phone calls and aggravation. Nobody seems to know what’s going on. I asked to speak to the manager multiple time only to be pawned off on someone new each time, which of course I then had to explain the book of mistakes to. They ordered my purchase incorrectly 3 times, said they could trade a necklace which wasn’t true, promised expedited processing which was far from the truth and I still have to return to get my appraisal paper work after 2 hours of them trying to figure it out. At this point I am not even sure I got my original stone I wanted remounted back or someone else’s stone. Disorganized and unprofessional go...

We had such a wonderful experience with Kendra while shopping for our wedding bands! On our first visit, she took the time to help us create a wishlist, making sure she understood exactly what we both liked. She was so kind, professional, and made us feel completely at ease during the whole process.

When we came back to make our final purchase, Kendra picked up right where we left off and made everything so smooth and enjoyable. She never rushed us, answered all our questions, and truly made the experience special from start to finish.

We’re so happy with our wedding bands and so thankful for Kendra’s help — she went above and beyond. If you’re shopping for rings, definitely ask for Kendra....