KAY Jewelers — Local services in Burlington

First, I had been waiting 15-20 min for assistance to pick up a ring from being resized. After, a rep told me it was my turn, and then immediately looked over to another gentleman who had just walked in. I waited another 15-20 min more. Was the gentleman on some waitlist to be seen and stepped out? It would have been nice to know, given that the rep told me it was my turn right before leaving. Poor communication, poor customer service.

Second, the rep refused to give me the ring because I "was not the person who dropped it off." I was IN FACT the person who dropped off the ring. I provided my license, email, and phone number at the time of drop off. I was informed that I only need to provide my license at the time of pick up. If my information was not taken down correctly, that is not my mistake, it is theirs. They did not offer any immediate solution. They would not check the security footage on the day and time I dropped off the ring, and they would not speak to my fiancé, whose number they recorded on the order AND who they called for the ring to be picked up. They said they would only release the ring to him in person, and he has NEVER been to this Kay's before. Additionally, they wanted to order receipt of the ring itself---Why in the world would I have the order receipt containing the cost of the ring? This whole experience is supposed to be a happy one for somone who is newly engaged. They butchered this entire thing. Kay's Assembly Row is a thousand times more attentive and respectful than Kay's Burlington Mall. I will not come back here for a...

I trusted Kay Jewelers with one of the most meaningful possessions I’ll ever have—my engagement ring—and I’ve been left heartbroken. My fiancé and I sent my ring out for a simple cleaning before our wedding, only to be told later that UPS “lost” it. This ring isn’t just a piece of jewelry; it’s the ring my fiancé used to ask me to spend my life with him. How can anyone replace the value, the memories, or the emotional significance tied to that?

The devastation goes beyond the loss of the ring itself. Kay’s handling of the situation has been completely unacceptable. They offered no sympathy, provided no transparency, and placed all the blame on UPS without giving us any details to follow up ourselves. We weren’t given a UPS tracking number, no explanation of what efforts were being made to find the ring, and even before the loss, we were strung along with delays and misinformation.

This isn’t the first issue we’ve had with this Kay location either. When my fiancé originally ordered the ring, they ordered it in the wrong size and with the wrong center stone—not once, but twice. He nearly had to postpone his proposal because of their errors. And now, we’re left with the pain of knowing that the ring we chose to symbolize our commitment to each other is lost forever.

A woman dreams of her engagement ring her entire life. I had less than a year with mine, and now it’s gone—along with all the sentiment and meaning it held. If you value your memories and the items that hold them, please think twice before trusting Kay Jewelers with something...

Susanne in the Burlington Mall was awesome. I called the night before about finding a claddagh ring for my daughter . She nicely informed me that they only sell them on line. They do not have any in stalk. She informed me to use the Kay’s website and search for the ring im looking for to dbl check if it’s in stalk at any of the stores. We after searching the website, calling a few other jewelers. We decided to order on line and will give it to our daughter when it comes in. Since it would Not be in on time for my daughter’s bday. I decided to go to the store in person and see if I could get a Kay’s bag. Welp- I met Susanne in person and she remembered our conversation! She was so sweet, so kind. We chatted and laughed. I showed her my receipt and she got me a bag and a small ring box. We discussed printing out a photo of the ring/taping it inside. She’s a mom and understood what I was trying to do. Hugs to Susanne. Thank you for...