KAY Jewelers — Local services in Cheyenne

Incredibly disappointed! I placed a ring from Kay Jewelers on layaway expecting to secure the sale price. After the transaction was completed I was told I would need to pay off the layaway in in 5 days, before the sale ended, in order to keep the sale price. I borrowed money to pay the ring off before the sale ended and figured their layaway plan was a joke. Ok, it's my fault for not asking details about the layaway plan. Moving on..... My fiancée loved the engagement ring so I wanted to find a matching wedding band for her. We found a beautiful ring last Sunday and the price was good so I told the manager that we wanted this ring but I wasn’t prepared to purchase it that day (ring shopping is sometimes a spur of the moment deal....). She said she would hold it until Monday (Yes, the next day) when I would come in and complete the purchase. Nothing was said about a sale ending and we even discussed, laughingly, the option of layaway but decided that it was worthless so that was excluded from our viable options. Monday, I go to the store, greeted by manager and she rings up the band. I'm excited, but.......there's a problem. The ring is now $200 more than it was yesterday. She says "Sorry" and looks at me expecting to pay the extra price. I ask her if she can key it down and she says that she isn't able to. I tell her that she can put the ring away and leave the store. Incredibly disappointed. On the way home I decide to call Kay's corporate line and find out that the layaway policy DOES indeed lock in a sale price if it is paid off prior to the end of the layaway term. (Nothing related to sale dates will have an effect on the layaway terms or price, kind of what you expect on layaway). So here I am, without the wedding band that I was expecting to purchase, finding out that I’ve been lied to and deceived more than once at this location. Incredibly disappointed. I told the corporate Kay’s representative that I had no future plans to purchase anything from their store but I was still a bit surprised that their only response was that they would make sure the manager understood the layaway policy. The rep said she was sorry I didn’t have a better experience, I told her I offended by them and their lack of integrity and honesty. I did express to her that I had no issue with the rep but rather the store manager and the loose interpretation of policy and their corporate integrity I have given up with Kay’s Jewelers and I sincerely suggest you find other jewelers. My experience with Shane Company has been nothing less than stellar and my purchases at Jared’s Jewelers are also amazing. I recommend any other option since there are so many jewelers with much higher...

Update: i won’t return to this store. Remember Michael who sold me this ring? Michael couldn’t be bothered when I had to come pick it up after they had to send it off for service. For whatever reason, Michael didn’t ensure I was on the account for my own ring. So he allowed me to trade my original wedding ring in and purchase a new one without being on the account, but nearly allowed his female coworker to send me away without being able to pick up my fixed ring. I live 2 hours from the store and had taken the day off work. When I understandably became angry at the prospect of losing work hours, time, gas money, etc, Michael was a total jerk about it. When I threatened to call police if they didn’t give me my ring THAT DAY, he did add me to my account. I’ll never return ✌🏻

I cannot even begin to thank the store manager, Michael, for all his hard work for me! I had a wedding ring purchased through JB Robinson over a decade ago that I decided to upgrade through the company’s upgrade program. Due to high-volume city stores improperly taking care of my account, finding my common name and my records in the Kay’s system was a logistical nightmare. Across multiple days, Michael assisted in digging up records from their sister store so that I was able to find the upgrade of my dreams. To top it all off, after finding and updating all my account information for me, Michael personally came into the store ON HIS DAY OFF (with an arm injury 😫) to assist me, insuring I was able to purchase my upgrade TODAY. I’d traveled from out of town, and the employees must have a manager present to complete the upgrade process... employees called him, he answered, and he zoomed over faster than a labor & delivery doctor! 💥 He didn’t make me feel rushed while I debated options over the most minute of details, or paired rings with different bands..... or looked at the same options for the umpteeth time... he was patient, kind, and helpful. I will be doing all my service visits and future shopping with his store. Thank you, Michael & team for your extra time and care, and putting small town values & service back into big...

After today's experience with the store Manager Juan Wiseman I will never spend money at this store again. I will only go there for service on my jewelry so I don't lose my lifetime warranty. He is very unprofessional and should not be in a store manager role he does not know how to treat customers. I tried explaining to him that I wanted my wedding ring and anniversary ring sent out to be dipped since I've had it for awhile and they were starting to lose the color of white gold he told me it was not a thing and that in the past I was lied to. I told him that it is a thing and you can tell if white gold is dipped he told me it was just polished up and then proceeded to tell me I did not know what I was talking about. I've been in customer service for 10 plus years and no matter how much I thought the customer was wrong I never told them to their face because with good customer service the customer is always right. I then proceeded to tell him I will be going to Jared's from this point on for all my purchases and he said "great I hope you do so I don't have to deal with you anymore." This guy is the wrong face for Kay's which is sad because that's where I bought all my jewelry but not anymore I'll will for sure go somewhere that can appreciate a customer and not look at them like they are just a number. By the way I have reported this to Corporate and if they take the situation seriously and discipline him like they should they could earn my business back however I won't...