KAY Jewelers — Local services in Brookside

You’re probably wondering if this Kay Jewelers is the “Best of the Best”. The answer is HELL YES. No exaggeration; just facts. I can’t thank Jessica Demanczyk and the custom jewelers for aiding in the process of bringing my design and dream concept to life!

Let’s start from the beginning: I wanted to celebrate becoming a first-time newlywed, and my wife’s birthday just passed. So, I started to search for deals and came across some selections that seem fitting. It turns out that not all diamond rings are the same due to the clarity, cut, etc. I didn’t know previously so I reached out to a couple of stores in town. I typically discern whether a store’s customer service experience will be time-worthy based on a phone call and initial interaction, if able. To my delight, I called and was greeted by Jessica. From there it was history in the making!

I live in another state, but she was accommodating with scheduling a time to meet and discuss without heavy store traffic. My wife and I visited during our house hunting process, and Jessica worked with us with the trade-in process, the best options of getting the ring we wanted, and answering a slew of hypotheticals. I love a great hypo 😊. We decided to upgrade both diamond rings; and with Jessica’s assistance and connection with Candice (Zales’ Customer Specialist), we were able to upgrade my wife’s ring to a beautiful princess cut diamond and explore options for myself. I originally was considering buying a loose diamond stone and making a custom jewelry piece from it, but the sales were amazing and it was more lucrative to purchase a woman’s ring then send it to the custom jewelers to create the men’s ring I desire.

Jessica and my wife’s input helped direct the process every step of the way and allowed my electrical engineering mindset to explore new ideas without prolonging the custom project. It was always a concern of mines that the ring’s design would be perceived as feminine, but it was immediately corrected and the “Superbowl/Celebratory Ring” design was ACHIEVED! The process of speaking with a customer specialist like Jessica and receiving feedback from the custom jewelers was seamless. Keep in mind that if you undergo this process that it can be lengthy due to the complexity, indecisiveness, your overall mood, etc. For me this process was completed in 4 months even with the original ring set to not be delivered until early October. It worked out amazingly and the communication never fell short, which I am a HUGE advocate for.

Thank you, Jessica, for all your hard work, patience, and support; can’t wait to work on the next project!

Until next...

First I would like to start by saying I bought a watch from Kay for just over $500. This includes a service to remove the watch links so it fits your wrist perfectly. They did the service and I came back just a little while later to have one more link removed because it wound up being a little more loose than I expected. When I came back the staff gave me such a hard time. I told them about my purchase, they even acknowledged it and the fact I spent $500. Looking back I could have gotten the same watch online for way less. You would have thought after screwing you over they would have at least taken 20 seconds to do a service you paid for a billion times. The ladies absolutely refused to take the extra link out and told me I would need to pay them $15 if I really wanted it done. I decided from that point that I would never shop at Kay Jewelers again. But wait, THATS NOT ALL! LOL a couple weeks later I was walking with my parents and my mothers ring has a big diamond which was dirty and foggy. My mother asked them to clean it and was willing to pay for the service. Kay Jewelers cleaned it right in front of her with a special cleaning solution. The lady handed it right back to my mother and did NOT charge her for the service. I am happy my mother got it cleaned for free don't get me wrong. But my mother never once spent a dime at Kay and I spent over $500 and they would not do any service for me. What I wanted would have taken 20 seconds of time. Kay actually had to use a cleaning solution which cost them money to clean my mothers ring. So lets get this straight, I am an existing customer who has spent money already and I can't get a cost free service (cost free to them). But my mother who has never spent a dime can get a free service that probably cost Kay at least a dollar. Why is it that places like Guess, Armani, and so many other great stores have closed at the mall but...

Whatever you do, STAY AWAY!! NEVER EVER EVER buy anything from this store! They messed up our wedding ring 3 times! First the order was never placed. We had to call and check on it due to the fact that it was taking longer than a month to arrive. When we called (Several times), no one could figure out where our ring was or help us with our situation. When after a freakin month of back and forth calling, they finally discovered the order was never placed. Therefore, they put the order through. However, when the ring came in, it was the wrong color. So we told them to send it back and place the correct color order. When that one came in, it came in the wrong size AND we found out that our "Life Time" Protection plan had been cancelled. It got to the point where we had to ask for a free engraving - they weren't going to offer us anything for our troubles. We were lucky we got a ring before our wedding because with all their screw ups, they cut it close to us not having a ring. We also reached out to corporate due to the fact that our "Life Time" plan was now cancelled on top of everything else. They were supposed to give us our money back for the "Lifetime" Plan, give us $50 back towards the rings, and a gift card. Instead, when we arrived at the store, they presented us with 2 store gift cards and no money back like promised (As if this is all we want anyways - at this point I'm done with the store and ready to take them to court). Therefore, we refused the gift cards and they credited us for the "Lifetime" plan. Howver, they said they knew nothing about the $50 reimbursement. Needless to say, we will be reaching out to corporate again and hopefully settling this nonsense once and for all because I am done with this store, their lack of business skills and lack of customer service. By all means, STAY FAR...