KAY Jewelers — Local services in Daphne

HORRIBLE MANAGER NAMED MICHELLE!!!

Worst Customer service ive ever experienced anywhere! Went to Kays about a week & a half ago to look and purchase an engagement ring with my fiance. Starting looking at rings in our budget and was only shown 1 ring which I loved (& the girl who showed us the ring got kinda in trouble for showing it to us) until they said they were having a diamond show & started showing me rings from those cases, apparently they only have a diamond show every so often and I was shown about 3 rings or so from those cases & ended up picking one of the 3 after being felt like those were the only ones in our budget and I was pressured into it. We were able to get the ring sized that day & take it home.

Skip to week or so later, I decided to just browse online at rings that were in our budget & that said available in store at my local store. Came across several beautiful rings that I was NEVER shown to begin with so I decided to call and speak with the manager who helped us & told her about how I had seen a few online that said they were available in store & in our budget, so I go to the store to see them in person to make sure I didn't pick the wrong ring. Got there & the manager who from the first visit was super helpful and nice, didn't speak to me once when I entered the store. I showed the girl who was helping me a few rings I seen online that said they were in store & the first ring she said " oh we just sold that ring" the 2nd and 3rd ring I showed her she Said " I don't think we have it" & I was like "why would it say it was in store if It wasnt?" She couldn't give me an answer. She did everything in her power to convince me to keep the ring I had but that pissed me off even more so I still ended up returning the ring which I know they aren't happy about, but I wasn't happy with being pretty much only shown options that benefited them. They didn't treat me the same as the first experience & u just don't do your customers that way. Regardless. I will do everything to make sure everyone is aware of how crooked this place is.

Also, after returning the ring (which was leased throigh progressive) we made an account online to see how the process of the refund was going, come to find out our total was double the price we were told it would be in store from the kay employees. The deposit we put down was suppose to be 79 dollars and would also be the amount of our monthy payment & after looking online we discovered they charged us 86 dollars for the deposit & that our payments would be 91.60 WEEKLY! We were told 79 dollars and some change monthly and then it shot up to 91.60 weekly! They never went over the contract or interest rate with us.

After the return I asked the employee if everything on their end was done and all we were waiting on was the leasing company to do their part. Called the leasing company to find out that they were waiting on KAYS to send the invoice over to get the refund process done & taken care of.

Called Kays once again to speak with the unprofessional, rude heifer off a "Manager" to make sure they sent the invoice in and to try to get some answers as to why she never vocally disclosed with us while signing the lease that our total was actually double the price she told us, & she would not answer the question. All she would say was "you made the return, what else do you need, blah blah.." How they can get away with is beyond me, after asking her multiple times times she actually HUNG UP on us. I called bk & another girl asnwer the phone, I continued to try to get answers we as customers deserved & as I was speaking the girl started pressing buttons on the phone & then hung up on me, incredibly immature & unprofessional. I am mind blown at my experience. I made a complaint with corporate, with the better business Bureau and got intouch with the district manager with the help of another kays manager of a different location! KAYS IS A FREAKING JOKE, THEY LIE & NEVER FULLY DISCLOSE THE FULL TRUTH & PRICE TO THEIR CUSTOMERS IN ORDER TO MAKE THEIR SALES...

The engagement ring that I had now had for five years kept loosing diamonds every couple of months. I was so frustrated with this happening. Luckily, every time I went into Kay’s to get it sent off I dealt with the same sweet girl, Elizabeth. Elizabeth was always very understanding and apologetic. After about the fourth time of loosing a diamond Elizabeth told me she would talk to her manager to see if they could get me a new ring or just pick out a completely different one. I sent it off that time and believe it or not, four months later a diamond was missing again. I went back up to Kay’s and luckily Elizabeth was there and I didn’t even have to explain to her what happened, she remembered every detail we had talked about. I ended up picking out a simple solitaire ring. I hated having to change the ring design but luckily because of Elizabeth’s AMAZING customer service and patience the process was a breeze! Every Kay store needs an Elizabeth in...

So today is December 28th, we literally just left this establishment less than a minute ago and I decided I would put my thoughts on this review while they are fresh in my mind. I try not to be unkind or unfair when doing these reviews but this was by far the worst customer service I’ve experienced in quite some time. When I walked in there was no greeting, we will be with you in a few moments, feel free to look around, nothing that made me feel welcome. I stood at the counter for several minutes and was never even acknowledged. I literally felt like the invisible person. In a world where customer service is of a paramount importance I can’t even imagine how I would’ve felt if I was coming in there to shop for the most important...