KAY Jewelers — Local services in City of Syracuse

I went there today for 3 services. A Kay purchased jewelry cleaning, wedding ring inspection and to submit my claim for a broken piece that I've purchased in the past.

There were no other customers in the store when my son and I walked in. We went to the front register where there was a woman and a man behind the counter. I waited a moment and after receiving no greeting, I said hello.

No response. I said it again. This time I said hello may I have some help please? Thats when the manager Rose, very rudly said "yeah, what do you need". I was taken aback. I have never recieved such poor service from Kay and I have been a longtime customer.

I began removing my sons chain from his neck while I thought what to say next. My 14 year old son then said "we are here for a Jewelry repair and a cleaning.". I turned around and said "yes, wel would like to have a necklace cleaned and.." that's when I was interrupted. Rose said " we can not clean white gold chains. Her back was to me mind you. She wasn't even looking at us. I said i never even told you the type of metal that the chain was. I also said that I was very disappointed in the lack of customer service that I recived as she was being very rude. Rose then said "We are busy and have an electrician here as you can see. You came in here yelling first of all."

How dare she! I did not raise my voice even slightly. I just asked for help. She is absolutely repulsive. She denied my request for a cleaning stating that the type of chain is not suitable for their cleaning abilities and did not even care to turn around and look at the piece...

I walked away at that point and that's when I met Shelly. What a lovely lady she is as well as an excellent customer service representative. I told her what services I was looking for and the first thing she did was take my sons chain to the wash station. She processed my other chain repair claim and also inspected my wedding ring.

Rose must have felt some type of way as she made her was over to Shelly's station questioning where she placed my sons chain and how she was cleaning it.

Again. Rose said she was unable to clean his chain, however she told Shelly that she would take it from there. I was incredibly uncomfortable. She had my sons chain and came by with a complementary cleaning cloth for him. She spoke to him exclusively. Never addressed me. After she gave my son his chain, Shelly wrapped up our visit. I cannot stress enough how wonderful Shelly was. She is caring and understands customer service. Roses approach to us was despicable. She does not belong in customer service.

I was flabbergasted that Rose is the store manager. I'll be back for services so long that Shelly is there. If Rose is the only one there, I'll leave...

I went to the store on July 20th to purchase a wedding band for my husband. We were getting married on the 25th of July and the ring I wanted for my husband wasn't in his size so he had to order it in his size. Thankfully the store manager still let us borrow the ring for the wedding and we held on to it until we received the new one in his size. I call every week to check in and see when my husbands ring was going to arrive and the response I kept getting was "we will call you when it arrives. It should be here next week.“ Weeks go by and still no ring. The last time I called the store manager he said that “my ring was shipped back to his store and they sent it to the nearest Kays in my new location that I just moved too.” Terrible communication on his part to not communicate that to me sooner since its SEPTEMBER and I’m still calling for my ring that I ordered in JULY!! The ring finally arrives to the Kays he sipped it too and my husband and I finally go pick it up (SEPTEMBER 20th) exactly two months since I ordered it. When we get to the store my husband tries on his ring and it doesn’t fit BECUAE HE SENT THE EXACT SAME RING THAT HE GAVE MY HUSBAND TO BORROW UNTIL HE RECEIVED HIS RING IN THE CORRECT SIZE. How do you make me wait 2 months for a my order and SEND ME THE EXACT SAME RING?!!! No adjustments, no change in size, no difference what so ever. We end up having to choose a completely different ring for my husband because the ring I wanted COULDN’T EVEN BE ORDERED IN HIS SIZE! Something the store manager should’ve said when I initially chose his ring. It is September 29 and my husband still doesn’t have a wedding band. Terrible experience!!! Please do not waste your time at this Kays if there in another one in the area go to that one instead. The woman who worked with me here at the Kays in Virginia was much more transparent and super helpful. 10/10 would not recommend the destiny...

This Kay Jeweler location is the best! So far my fiancee and I have only really worked with Shelly, but she is an absolute angel. When my fiancee purchased an engagement ring, Shelly was kind through the whole process and even went out of her way to order him a new ring with a better clarity diamond. The ring came in in half the time she estimated and it is absolutely beautiful. Since getting the ring, we have found a few defects and had very poor service at another Kay location. Today when a stone fell out we returned to the Kay at Destiny and were almost ready to return the ring. Shelly again went out of her way to order us a new ring in the exact size I needed and even called us back later tonight to let us know the order had processed and the exact date that it would be in. The best part is that she let me keep my current ring (only missing a small and hardly noticeable stone) until the new ring came so I wouldn't have to be without one. Shelly has made this whole process a good one for us, even after numerous set backs and has more than earned 5 stars...