KAY Jewelers — Local services in Des Moines

Last year I spent quite a bit of money on an engagement ring for my now wife. After she said yes, I thought that I would go ahead and purchase my own wedding band. I purchased it from the same Southridge Mall Kay Jeweler store in which I had had such a great experience purchasing my wife’s bands. The jeweler sized my finger and ordered a band that she said would fit. When I got the ring back 3 weeks later I slid it on my finger and it seemed to be fine. So I put it in its box and waited a year to wear it after I was officially married. I have been wearing the ring for 3 weeks now and when I wash my hands, it wants to fall off. In fact I’m concerned that it could fall off even if I were to wave at someone. So, I went back to Kay Jewelers at Southridge Mall to see if they would simply exchange it for a slightly smaller size. (they do not resize men’s rings, you have to order a completely new one) The new store manager said that this was not possible as I was over the 90 day exchange policy. First off, I was never informed of any such policy and second off, they did the sizing so I see it as their mistake. Keep in mind, this is not a pair of shoes we’re talking about, this is the ring that will be on my finger for the rest of my life, it should fit and I shouldn’t have to worry about it falling off. The fact that this is the most important piece of jewelry I will ever purchase did not matter to their manager. My $300 wedding ring is pennies to Kay jewelers but means everything to me, I just want one that fits. Apparently Kay’s is under new management and has all new employees. Although the previous employees sized my ring too big, at least they had good customer service and did everything to make me a repeat customer. Now that there is new management, I have never felt like such an unimportant customer. I have spent the equivalent of a car in that store on my wife but they won’t exchange my $300 wedding ring so that I can wear one that fits. At least the old management made me feel important. I will never make another purchase...

Horrible customer service. I purchased a ring online and selected this location for pickup so I walk in look around for the front desk and noticed of the 3 ladies not one of them looked up at me. 2 of them were with a customer so I tried to go up to the 3rd & said “Hi I’m just here for a pick up” I’m sorry but why am I as the customer the first to greet after walking into a business? She then tells me she will get someone to help me as she’s just training. I said ok I get that so I stepped back & still not one of the other two women step in. I’m waiting waiting finally after about 8/9m one of them says we’ll be right with you. I said Im just here for a pickup. She said we will STILL be right with you, rudely. They continue to ignore me till one of them (the manager) of all things checks out and by this time I’m upset. How are you as a manager training anyone & can’t even lead by example to look up and make eye contact and say hello when someone walks through the door. It doesn’t matter if you’re with someone you should be saying hello and acknowledging someone the minute they walk in. It’s honestly basic customer service skills, the very minimum. Nobody even looked at me, I stood there before I finally walked up to the other lady. Once at the desk the manager, older lady with long gray hair took my id, didn’t say hello, came back opened the box didn’t tell me to try it on is the fit ok, NOTHING & said I just need a signature. I can see why this store has bad reviews all seems to be bad customer service. If the manager can’t even give good customer service I can’t imagine it doing well. It’s really basic customer service to greet someone the minute they walk in the door not continue your conversation and ignore them as they stand there waiting to be noticed. Btw I’m a younger generation & seeing this is sad. You’d think older women would have better...

I have never felt like Kay's didn't want my business. Was time for my jewelry to be inspected. 2 person working in store one was with a customer. The other one said be right with you and then she stood there and was waiting on the other sales person to ask a question. Person waiting on me couldn't even say anything to me. She acted like I was a bother to her to inspect my jewelry. She was afraid to touch my rings and earrings. She did not how to turn on the cleaning machine, she never scrubbed the jewelry to clean off the soap scrum. She said all done. I asked if she was going to inspect then and she acted like that was a bother as well. How can you inspect earrings, holding them in a paper towel? I noticed there was still scrum on the earrings and diamond rings. She never talked to me asking if I was interested in looking at your jewelry. Could even tell me thank you for coming in and we'll see you in 6 month. She was terrible customer service. I didn't know that black leather skin tight pants, white shirt and blue jeans jacket with holes all over was proper attire. I felt like your store couldn't of cared less if I had stopped in or not. Seems like I was a bother to your store.

Just received email inspection and I had 6 items to be inspected and ONLY 4 items was inspected and sent in email showing items was inspected. This is not right I have to keep track to see if person puts all the inspection in your data base. Now another trip back to the store to have this corrected.

Kay's what do you have to say about your employee not doing their job and making you customer return to store to get this...