KAY Jewelers — Local services in Cedar Rapids

I'm giving a lower than neutral rating due to past and recent events. Bought my wedding set in 2003. In 2004, went in to purchase another band for my set. On one event, the rings came back to me in yellow gold; purchased white gold. Someone plated my set in yellow gold. One time someone took it upon themselves to buff the ring; you don't buff white gold as its rhodium plated. One time, it came back from being resized looking like a train wreck. The wedding bands were sized too large and went to the top of the head on the engagement ring. During one of these visits; can't remember which one has its 20+ years later, one of the employees told us to "sprinkle some money on the ring" if we wanted it to be right/better. I'm sorry, but I don't care if your wedding ring costs $1000 or $50,000; it's your ring it means the world to you. After the last time of the set being sized wrong and soldered incorrectly, we were instructed to purchase a new set and start over. This was 10 years after being married and needless to say, my set didn't exist anymore so we had to go with one that was "close". We were told year after year of your 6 month inspections; that both wedding bands were the exact same. Looking at them, I could tell you there were not the same. (We ordered a $30,000 solitaire from a different company to put into my ring. We were told it was "perfect"; cut, color, etc. When it came in, I saw the inclusion without it being under the microscope). So with this all being said, to know my wedding bands were not the same, drove me nuts day in and day out and started fights between myself and my husband because he was continuously told by Kay's employees, they are the same rings. The end of December 2024, we went into the store to have me try to talk to someone. The first girl that helped us, noticed they were not the same bands. The assistant manager, Cynthia came to help us out. She as well noticed they were not the same. We went round and round; another customer chimed in on their bad experience as well. Others were in the background nodding along to what we were saying as they have also had bad experiences with Kay's or know of someone that has. Cynthia followed the "chain of command" if you will, and talked to district to see what could be done. I only wanted to have one of the two updated to match. They did more than I expected. They replaced both wedding bands. They ordered a few in so I could pick the two I felt matched. They then sent my ring out to be resized and soldered by someone they truly trust. We expressed our thoughts of "take your time." I'd rather be without my ring for several weeks and it be done right, then to send it out again and again as I've been without my ring for months. I truly do appreciate what was done by the current team, but now that I'm not under the "jewelry lights"; they are like landing gear on a plane, I do see some issues. They aren't "big" issues compared to the bands not being the same, but there are issues and need fixed. Didn't know if I had the right to say anything after leaving the store in normal light or not as they have helped me out, but there is a "dent" in one ring and it's not lined up; there is a step off if you will. There is a gap between one band and engagement ring; if it's to be like this, why isn't it like that on the other side with the other wedding band? Now this is on myself and my husband, but partially the original team in 2003, on not explaining things to us on how the rings would look as it was our first and only time buying rings; never have been married before. The head was straightened but now snags in my hair. Again, we appreciate what has been done recently, as the crew in the past didn't seem to care. I do feel people need to be more empathetic with others and their situations. Explanations go a long way. During this visit, there were also technology issues that may need addressed as a ticket wasn't made for me that day nor did I get emails. And please, let your customers know that you moved. We didn't know you moved when we came in for...

Kay Jewelers gets zero stars. Here is my story.... I get my ring July 3rd 2014. Beautiful ring it is really unique and truly showed me and my husband personality. On July 4th 2014 The top diamond get knocked out of the setting. My husband bought the warranty on the ring so I assume no big deal. I had found the diamond so next business day I take the ring in the person who helped me stated good thing you have the diamond otherwise you would have to buy a new one. I was a bit irritated by the comment but I let it go. Also while in there I asked about making the head stronger. they suggested just lowering the head so I agree to have this done. finally get ring back great condition. Where the ring for about a month no issues then the top diamond again starts to spin so its not tight at all on its post. So again I take the ring in and I ask to have it inspected and they send if off again tighten the diamond and straighten the prongs. I get the ring back looks great. The prongs bent again within a month I did not want to go through the hassle of taking it in so I wait until my next inspection to keep my warranty every six months I have to take it in. every six months there after it got sent in because the prongs and head would bend. So at my last inspection the person who inspected it could clearly see it needed sent in but handed it back to me and said looks good. I knew it should be sent in but... I took it because I had my inspection done so if anything did happen I would be covered. So... a week later one of the small diamonds fell out of my ring. So... I take the ring in the prongs are bent like usual so I ask them to replace the diamond and straighten everything out again. While inspecting it before sending it out they suggest that I upgrade to platinum.... would make the prongs stronger and would no longer have to worry about the diamond on top becoming loose. Keep in mind when I first got the ring I asked them about making it stronger so why after over two years of taking this ring in they are offering me this. The cost of this 199.99 I would have gladly paid for this when I asked about making the ring stronger. I told them they should just upgrade it to platinum my warranty will continue to cover if anything happens and I was angry that this option was not presented to me when I specifically asked about making the ring stronger. So ring gets sent off to just be fixed. Ring finally comes back a week after I was told it would be back. I go in to pick up ring. The nice gentlemen helping me says you owe for the platinum upgrade. I convince them to give me my ring. I look at the ring without a microscope and can see they did upgrade it but...... The same diamond I sent it in for in the first place is missing that's right the same diamond is missing still....... Once I get my ring back I will not go back If it ever needs fixed I would rather just go pay someone to fix it then to deal with...

On March 2nd my husband and I went to Kays; I had debated for over a year that I wanted to upgrade my ring from a carat to a carat and a half. We went in; we were greeted by a sales associate and began the process of looking for that diamond. We researched quite a bit and even mentioned loose stones considering I would keep my original “jacket” and just upgrade the engagement ring. Once we found a ring in the case I went back in forth about it. We agreed this was the one. This is where it began to be a little off putting. Instead of the idea of me keeping my jacket the sales rep who had also brought the manager in on it were pushing me to also include my jacket in a trade in and buy a whole new set. I had entertained the idea but when considered how much financing would be I decided I would stick to my original jacket. They were noticeably unhappy about that but continued to help me purchase the ring. The manager had mentioned it would take two weeks for all said and done to be completed when we had asked how long it would take; we were leaving for a trip on the 10th (today) and he said he could get it back on or before the 10th. He had stated for their service work they take it to Jared’s which is literally in the same parking lot behind the mall. He gave us his word it would be finished and ready for pick up today. Today my husband called and asked if it was ready; the lady answered the phone had no knowledge of my ring and when my husband had told her about what the manager had said she had replied that he wasn’t in today. Mind you my husband then went in and spoke to someone after getting hung up on to deal with a costumer in the store. They said that it would be ready for pick up tomorrow. But with the managers blessing it was to be done today. The promise date was today. My husband then went to Jared’s (jewelry store less than 500 feet from Kays.) They told him it was MAILED; mailed but given their policy according to the sales rep at Kays that’s the only way they do business BUT Jared’s says they give people the option all the time to retrieve their property from their store. Help me understand why you would promise a certain date and then have in your notes to have it mailed back to the store; 500 feet away. So now I have to wait ( even though it will be ready for pick up tomorrow) a week because we will not be in the state to pick it up. Do not promise stories to your customers just to fulfill a sale if you cannot deliver. I will take my business to another Kays location after I retrieve my...