KAY Jewelers — Local services in Concord

I used to love this store. Heidi and Darius were fantastic, but they're gone now and you can feel it.

I dropped off my wife's bracelet for a repair on 9/3 and was given a receipt that says "Promise Date 9/24". I went into the store on the 24th and the bracelet was not there. The woman at the desk told me that it would be back in a day, 2 days maximum. I received a call on the 25th and was told that the bracelet was being shipped back to the store. So I went in on the 26th and I was told that the bracelet was not in the store. The woman at the desk told me that the bracelet would be back in the store on the 27th.

At this point, I was absolutely right to not trust anything I was being told and on the 27th called before I drove the 30 minutes to pick it up. Sure enough, the bracelet was not back in the store. I asked what the hold up was and the woman on the phone told me the only thing she can tell me is that the bracelet is not in the store yet. There are no additional details she can provide.

Still not trusting what I was being told, I started a chat with a customer service rep on the Kay website. She told me she would call the store and ask for info. I told her that the people at the store don't know anything about the bracelet but she called anyway. Sure enough, the store is absolutely able to give additional details about the situation. The people in the store either didn't feel like doing that for me, or they lied to my face.

So here's the details I got from the customer service rep: The bracelet was sent to a repair shop. It sat there and didn't get repaired because the shop was understaffed. It was indeed sent back to the store on the 26th, but it was never repaired. Then it was shipped to a different repair shop on the 27th, the day I was told it would be ready for pickup.

The receipt I received when I started the repair says "Promise Date 9/24/2023". It is not a promise. The date was not met and there is no recourse that I can take as a customer. Kay, do the right thing and take "Promise Date" off your receipts or give your customers recourse when the promise is not kept. Otherwise, you are just going to frustrate your customers. My wife wanted to wear the bracelet at a wedding we are attending tomorrow, and we were comforted by the promise date. Now, we can never trust it again.

I would be far less angry if the employees at the store just told me the truth about what was happening. Things happen, the world isn't perfect. But don't intentionally withhold information or outright lie especially about very expensive merchandise.

I am still on the hook to go to a Kay store every 6 months to maintain the insurance on items I've already bought, but now I certainly don't plan to...

We purchased my ring back in 2004 and bought the "lifetime warranty". A few years back I tried to get it inspected and couldn't find my receipt but I'm thinking, no biggie they can find my info with my phone number. Nope. They couldn't find anything and said I have to have it with me. Low and behold I find it and of course, the same phone number I gave was all over the paper work. So now present day my ring snapped, needs to be repaired, so I bring it in and guess what? She can't find me in the system, so what do I do? Bust out my receipt. She goes over it and apologizes and said that she will re input my info so the issue won't happen again. Then she asks when's the last time i got it inspected. I state that it has been a couple years, due to them not being able to find me in the system, then Covid happened. I haven't stepped into a mall in a year. She then states that sense I haven't had it inspected in a few years I would have to pay for the repair that was suppose to be covers under my warranty. Horrible customer...

I bought a new wedding ring last weekend with the help of Meg at Kay Jewelers, and the experience was fantastic. I came in after seeing three silver and emerald rings online that I was interested in. I knew two of them were online-only, but Meg went above and beyond to help me find similar styles in-store so I could try on comparable options. It turned out that the ring I loved most was actually one they had in the store!

Meg also suggested a beautiful stacking band that would pair nicely with the ring, but there was never any pressure to buy — just a thoughtful recommendation. Since this new ring is a bit larger than my last one, I wanted some time to get used to the feel, and Meg was completely understanding and supportive of that.

I fully intend to go back for the stacking band in the future and hope to work with Meg again. She was personable, knowledgeable, and incredibly helpful — we even had a great chat about Stardew Valley! 10/10 would recommend...