KAY Jewelers — Local services in Des Peres

I’d give zero stars if I could. Cassie was wonderful up there however the manager, Celina is not. To start with we purchased a wedding ring and band from Kay. We have had nothing but problems with them. They are both “the Leo.” The diamond in the inside of the ring has fallen out 3 times now. The ring has been in for service 3+ times. When looking at it now it’s not even round. Celina tried telling my fiancé and I as well as her mother that over time after wearing it that it will become out of round. The ring isn’t even ten months old now and she has only been wearing it for about eight. The latest time we picked it up and it’s still not round and also the scratched the inside terribly. The pictures I’ve provided were just taken and we picked it up just a couple hours ago. I tried to get them as clear as possible but this isn’t right. I wouldn’t suggest anyone go there. Nobody should have to deal with this. We’re about 100 days from our wedding now and who knows when they will make this right.

Update: customer service I did reach out to you and you had celina order us a new ring. However she knew we needed a 5.25 and when she made the special order she made it at 5.5 so now it’s being sent off yet again to make it smaller and I hope like hell they don’t mess it up this time. Comparing the one we have had and the one we just went and seen before they sent it out again it’s absolutely terrible. I’ll post the comparison photos even though they do no justice at all. Also look at how dull it is… it was just cleaned 3 months or less ago. She never washes her hands or outs hand sanitizer with the ring on. It’s completely free from chemicals and yet it looks this terrible. This is by far the worst experience we’ve ever had...

Purchased a 20" white gold chain necklace a couple years back and throughout this year, the necklace has starting breaking apart in several areas. I had gone in store and was advised to send for repair being that I did not purchase the extended warranty, which was understandable. I knew that gold was soft, yet I didn't think it would break apart with simple daily use. My repair was estimated for around $40 but ended up being a final cost between $90-$100. Although I understand not purchasing the warranty was on me, I wish I would have been educated on the material I was purchasing and that it would literally fall apart in a couple years.

Flash forward to today (a few months after the repair), my necklace is now breaking in other areas as well. I contacted this location and spoke with Kelly (which did an amazing job) to understand my options. Policy states if a piece breaks in three different areas, the company deems the piece defective and will replace it. However, being that I bought it online and picked it up in store, it was considered a "special" and not eligible for the exchange.

At the end of the day, all I asked for was to have my necklace repaired at no cost given the circumstances and the manager denied my request. So now I have a $700 white gold necklace that is falling apart into pieces. This company does not stand behind their products and it doesn't even seem to want to make it right (at a managerial level). Two stars only because of the...

If I could leave 0 stars I would. I took my ring to the store for routine cleaning and inspection. Although, I was aware that I was overdue for my inspection. I was greeted by two ladies as I entered into the store and told them I would like my ring inspected. One of them proceeded to look up my information and a gentlemen by the name of DC asked why I was past due for my inspection. I revealed to him that I was with child. DC then told me that pregnancy was not an excuse and that I would be charged $50. I believed that his comment was insensitive and discriminating. I told him I understood that if there was a flaw with my ring that there was a possible charge. However, DC stated that it was policy to charge me $50 since I was past due for my inspection(in which was later revealed to be untrue). I asked him when the policy changed and that I was not notified of the policy change. Furthermore, I told DC that I did not appreciate the matter in which he was conducting business with me. DC replied that he was only joking with me. However, I did not find his tone or mannerisms funny or joking. I believe that all business and interactions with customers should be professional...