KAY Jewelers — Local services in Council Bluffs

Exceptional customer service still exists! My son and husband purchased a very special piece of jewelry for me as a birthday gift in December 2023. Unfortunately the first time I wore the bracelet, the security clasp failed. I took the bracelet back to Kay’s and since thankfully my family purchased the warranty-Kay’s sent my bracelet off for repair which took about 4-weeks. Since this isn’t a piece that I wear everyday-I didn’t wear again until my husband and I were on vacation in July. We were in Texas over the 4th of July holiday, out for dinner and fireworks. Imagine my dismay when we got back to our hotel and I went to take my jewelry off and my bracelet was GONE! I was devastated!!!! We checked everywhere, our vehicle and certainly called the restaurant-nothing found or turned in. On the second day after my bracelet slipped off my wrist, my husband said let’s just drive through the parking lot to see by chance if your bracelet is there. Much to our surprise (and my happiness), my bracelet was laying in the parking lot - we couldn’t believe it. When I got back to town, I took the bracelet into my Council Bluffs Kay’s and explained that I’d worn it twice, it was repaired once and that the second time worn that the security clasp failed again after being (“supposedly fixed”) this time, I came extremely close to never seeing it again. The young ladies that helped me in the store that day - while extremely nice - basically said that all I could do was call corporate. I called corporate and submitted a claim-not for a refund but just rather a replacement piece with a different clasp. Well thankfully fate intervened because I came into Kay’s on August 30th to pick up my wedding rings from service and met Dana Rieper. My family shops at the Council Bluffs Kay’s on a fairly regular basis and I’ve seen Dana before (she’s sold us a few pieces in the past) but she was not there when I came in to request a replacement piece for my defective bracelet. During our conversation, I just casually mentioned my claim to corporate and Dana immediately sprung into action and was actually sympathetic to my story. Later that afternoon, Dana left me a voicemail letting me know that she had reached out to Corporate, Corporate left me a voicemail. Very long story short (not so much), Dana insisted that Kay’s make this right and helped me pick out a replacement piece. I am thrilled to have this outcome and to know that there is actually superior customer service in this world- THANK YOU Dana-I hope Kay’s know how lucky they are to have you as their store manager in...

Very dissatisfied with the quality of my ring. We bought it last June, it has been sent for repairs six time now!!!! I picked my ring up yesterday, before leaving the store, I told the sales person that the gap between diamonds gets lager each time it is repaired to which she replied " I'm sure you know your ring better than I, but it looks like the design to me". Perhaps, if I could see this with the naked eye and she couldn't, she should have put my ring under the microscope and inspected it!!!! I have been told customer care is involved and will reach out, it's been 3 months haven't heard anything. We were told by management that the "shop has to deem your ring defective before we can do anything " followed by "we just changed shops, so let's give them a shot ". My ring was fixed by the "new shop" and it looks horrible!!!!! People don't spend this type of money to have their jewelry in the shop 6-7 months out of the year or for it to look like crap! Very disappointed!!!!!!!!! On a positive note, Dana and Danielle have been very pleasant, understanding and have included extensive notes for every repair in efforts to correct the situation. My dissatisfaction is with the quality of my ring and the hoops you have to jump through. Kays had no problem taking my money, but their sure not concerned with making things right on...

Went in with family, ended up buying a ring and necklace for my anniversary. The ring needed to be resized, it was sent out. When it can back there was a crack forming on the band. Went out a second time, came back with again damage to the band. Went to out a third time, came back with a hole in the band. I wanted to get a new ring at this time, since two months have pasted since I bought it. Was told by a rude “manager” that couldn’t do that and it would have to be sent out again and that they can fix it. (She didn’t want to deal with me, there was a better dressed couple in the store)

Still don’t understand how it, got sent to the store this many times with bad work being done. Worst work I have had at any jewelry store. And again it was sent back to the store with damage, finally got hold of a different manager. Who assisted me in returning the ring and ordering it from online, but they don’t have my size on the website. And was told to do finger exercises. But maybe I’ll sent it out to get resized and start this nightmare over again.

Won’t get this ring till beginning of December, a full three months since a...