KAY Jewelers — Local services in Bristol Township

Management at this location has lost perspective on loyalty and appropriate customer service

We have shown patience as a rose gold chain of my wife’s locket has broken at least 8 times over the last several years. Each time it’s sent off for repair.. which often has a 2 week turn around time.

Most recently the chain broke just days after the most recent repair.

Walking into the retail store this afternoon I asked what options are available to receive a more durable chain, expressing frustration that we will no longer accept repair on the existing chain.

We were shown chain options but were told we would need to pay for the new chain — I explained that I will not pay for a new chain as I lost faith that the newer one wouldn’t have the same issues.

The manager then offered the option to replace the chain and locket with new one but we would need to purchase a new warranty on the item. I explained that this option made no sense, as I already have a warranty on our current item as I’m better off continuing to get it repaired.

The manager then offered us the option to return the item for a full credit. Just as I thought we were getting somewhere , I asked if we could retain the locket and use the credit for the new chain. I was told very clearly no. At this point, we made the decision to leave not accepting any of the options offered.

Through the whole interaction the manager was very direct, lacked empathy, and made us feel unvalued as customers. Using lines such as “we tell our customers that this piece is considered a starter chain, as you’re paying for the locket not the chain”.. and “all of the information is clearly documented in the terms and conditions in the paperwork you received when you purchased the item..”

Unsure if this is the behavior encouraged by corporate, or if this is the method of customer service this specific manager opts to leverage — but either way, it’s very disappointing.

As a long time customer of Kay, purchasing all jewelry for my wife, daughter, and myself I cannot allow myself to continue to provide business to Kay Jewelers.

I will be purchasing my wife a new chain at...

My first experience was wonderful. I dropped off my ring because my prong was bent and my stone could have fallen out. I also wanted to solder my bands together. The woman was very helpful and informative. She told me 10-14 days at the service center. I was waiting for the call to give them the go ahead with whatever option I wanted to take with fixing the setting. I hadn't heard anything and its been 12 days. I checked my email and it said estimated time back Nov 9th. It's the 12th. I called the store because the only emails I got were the ones saying they received it and another saying it was now being seen by the designer. Once I called the store and she looked at my account she tells me that the ring is in the store ready for pick-up. The design center did not want to take the risk of damaging the stone so they won't work on it. My ring was sent back to the shop on the 31st of Oct. It's the 12th of Nov. She said that I should have received the email notifying me of the issue. I did not receive an email that it was back in the shop. So my ring was sitting in the shop for 13 days and no one notified me. Terrible customer service on there end. She said she would have called me in two weeks if I didn't pick up my ring. I have been waiting patiently and wearing a sterling silver ring in its place...I definitely would have liked to know that my ring was at the shop with a simple phone call. I called the office back because I was very upset with the process and spoke to Sara the manager on duty. My conversation with her should have been recorded because I'm sure her boss would not have approved the way she handled the situation. I won't be returning to their shop. Clearly they are running a big business and that shows in their customer service. Sara made sure to tell me they see "hundreds of wedding rings" in their store. I will be going back to Yaseen Jewelers in Naperville where I should have taken it in the...

Kay Jewelers Yorkville “ROCKS”! I cannot say enough good things about their employees. I am going to start off with Sam who tried to help me with an engagement ring upgrade and when I could not decide what I wanted she encouraged me to come to a jewelry event in June. Sam was not available on the day of the event but assured me that Felix would be there to help me and boy was she right. I cannot say enough good things about Felix. He took such good care of me from start to finish. Felix helped me find the perfect new setting for my engagement ring at the event and Felix, Sam (and Bree) all got so excited for me as I chose the perfect loose diamond to complete the ring. The whole process was so fun for all of us. Because of the fantastic customer service given to me by Sam and Felix, I decided to let Kay design a custom band for me as well. This is when Emily stepped in to help out. Both Felix and Emily helped me carefully pick out the new stones for my custom ring and because of Emily’s input we were not only able to create the perfect wedding band to compliment my new engagement ring but Emily also helped me put the most personal touch on it by using some of her suggestions to personalize it. All of the employees were very patient with me and kept me completely updated along the way. I have always shopped at Kay but I can honestly say that now I will never shop anywhere else for jewelry but Kay in Yorkville. The employees there simply care and it always showed every time I stepped in there. I cannot thank them enough and I look forward to seeing...