KAY Outlet — Local services in Cumming

Just wanted to share how deceiving the main representative at this store is. My review comes months later as I have been dealing with the Credit card company; they make it almost impossible to cancel and I had to pay $30.00 just so I could close the account. I paid 8.00 activiation fee and closed the account, after I had previously received a full refund for the product 4 days after purchase date, then got hit with a late fee that I also had to pay because I paid the 8.19 fee two days late. Clarity was not mentioned during my by this representative. I got approved to purchase an expensive engagement ring so no money came out of pocket. The representative had me believe that this would be the best purchase for the amount. Upon learning more regarding clarity of a diamond by a family member, I realized that I had been mislead. I called the store to speak my concern, and Tiffany, the representative, stated that she thought about the clarity of that diamond after I had left the store and had been meaning to call, knowning that she wasn't, and attempted to try to sell me a "better diamond" that just went on sell. I took time off of work to return the flawed diamond. Keep in mind this diamond was puchased for the amount of $4,600 so I felt as if quality should not have been a concern. Not only did she get offended when I informed her on how I felt about the purchase, but proceeded to repeat, " Beauty is in the eyes of the beholder." I asked for a full refund and informed her that I would not be giving my business to Kay. She did, however, inform me that I would need to cancel the card on my own. I was not made aware of the activation fee, if that's what the charge even was. That's when I started receiving these statements in the mail. I do not suggest you trust the representatives at this location. Tiffany is the lead person and is very personable, which makes it easy to mislead customers. I imagine her staff are trained to handle customer care in the same manner. If you visit this store, educate yourself on diamond quality. Just attempting to save people time and...

Husband bought a bracelet that broke the first time I wore it. After some communication, I thought my options were either 1. Pay to have it fixed, or 2. Pay to buy the protection to subsequently have it fixed. To be honest, I wasnt super satisfied with that, since it was purchased about a month prior.

Long story short, got in touch with corporate, who had spoken with the store's GM to be able to help us work this out. The gist of it was, they'll be able to let me exchange it for a credit since the purchased happened within 60 days. That was a relief to hear and a good solution to us.

Went to the Dawsonville store today with the bracelet and (who I assume was) the manager was AWESOME! As soon as he saw it, he let me know I could either exchange it, repair it, or swap it for the same piece. After looking around awhile, I decided I'd like to keep that piece, the manager recommended I exchange for the same item, in case the original bracelet was faulty. This was way more than I expected after talking to corporate, so I was MORE than happy with the result.

Everyone I communicated with at Kay to get this worked out was absolutely awesome. The twitter representative, the lady in corporate (Alyssa), and the manager we all wonderful. I was a bit disappointed in the initial options, but every interaction I had more than makes up for it.

100% feel like they went the extra mile to make sure their customer was...

Updated to 3 stars because while there are still some communication issues, my past few interactions have been much better. Possibly due to management change in the past year?

Kay could learn a thing or two from Shane Co about quality customer service. I dread interacting with them. So far, every time has been a poor experience. First time, they acted like I had the plague, because I was not wearing a mask. I explained that I couldn't, and they said to send someone else in then. Simply put, they don't serve people with medical issues. Disrespectful approach in a business where people are spending thousands of dollars. Every time that I've spoken to them, they can't find my info. It takes some pushing, and then suddenly, they "find" it. When I called today, the lady's tone suggested that I was inconveniencing her by asking when my next inspection was. Per the usual, she couldn't find my info and suggested I come in so they could put me in the system. I explained that they said that the last 2 times when they handed me a receipt and said I was in the system now. And what do you know...she magically "found" me. Overall, I don't recommend. Please buy jewelry...