KAY Outlet — Local services in East Lampeter Township

After purchasing a bracelet for my wife, less than a year ago, the bracelet has broken 3x including most recent. After the third time breaking, I've asked the store if I can exchange the bracelet, once the repair was completed, due to the continuous issue. I was informed that the repair shop has to deem it unrepairable before I can exchange it, but I was told due to it breaking 3x, less than a year after purchasing, they would allow me to exchange it. Upon picking up my repaired bracelet (fyi, I have to drive 45 minutes one way to this location or the next nearest location, which is KOP) the acting manager on site stated that I cannot exchange the bracelet due to their (Kay's policy) which states, per the acting manager, the jewelry has to break 3x in the same exact location, within 6 months, in order for the replacement warranty to kick in. After hearing this for the 1st time, I was speechless and frustrated. So, I've asked the acting manager is this policy on a store to store basis or across the board. The acting manager states across the board and has been in effect for well over 5 years, that she can remember. So, I've asked if I can see this policy written via brochure or online. The acting manager as well as another sales assistant (who was very helpful) was looking for the said policy, but was unsuccessful in locating the said policy. The only policy that was visibly written was that the repair shop has to deem it unrepairable, before a merchandise replacement warranty kicks in. The policy doesn't state the number of repair attempts nor does it states that it must break in the same location numerous of times, the item just has to be deemed unrepairable. After driving back and forth on 3 different occasions less than a year of purchase (45 minutes each way), after the acting manager was unable to provide visible said policy, I was told that unfortunately, it cannot be exchange and if it happens again, I just have to keep driving to the location to have it repaired. No matter how many more times the bracelet may break (which it will again) it cannot be exchange until the repair shop deem it unrepairable. All 3 repairs were a simple break which all was required was it to be soldered back together. The turn around time for all 3 repairs were about 2 weeks. Now, what's the odds of the next break to be deemed unrepairable by the repair shop. All I was looking for was to simply exchange it for something of equal value and to avoid a 45 minute one way drive every other month. Thanks Kay, for not living up to your "mission" of outstanding customer experience. I will spend my money else were where the company mission is upheld, not on a store to store basis, but...

This outlet sucks. Don't go here. I was doing a custom wedding band and the Kay's designer was awful to work with. We ended up having to switch designers half way thru and start all over - I wasn't the only customer having issues with the designer either. Then my Kay's associate quite and no one followed up with me for a month to let me know. I finally reached out for an update and then was told she was no longer with Kay's. Then I had to start all over with a new Kay's associate on top of that who was unaware of anything I had been working on with the one who quite. I communicated what I was looking for both verbally and in writing and the Kay's associate apparently still sent the new designer the wrong info so the next set of designs that came back was not at all what I had requested. I started this process in December 2023 and here we are into May not even close to being done. I got so fed up I requested a full refund and my engagement ring back since I wanted to have it in time for my bridal shower in June and some type of compensation for a $100 coupon we could no longer use due to how long the process was taking at no fault of my own. A week later I called to see if my engagement ring was back yet, as it should have arrived a few days ago, and was informed the designer hadn't shipped it. Like are you serious?! And no one at Kay's thought to follow up on this or give me a heads up? There were several other tines throughout this very long process Kay's dropped the ball on communication. I even asked multiple times about some type of discount since this process has been awful. Mulitple associates said they'd ask their manager and then never get back to me. Even when I went in to pick up my engagement ring and get the refund for my custom wedding band (that I now have to find/create somewhere else and start all over once again - hopefully with a company who knows what they are doing and strives to deliver good customer service) they offered nothing more than an apology. Wouldn't even give me the manager's number or any number and basically said that sucks,...

I recently came in with my fiancé for her first ring check up you could say lol - while her ring was being inspected they notice the center diamond was loose. I explained to them that I recently just proposed and before that it was sitting in its box hidden away untouched until I proposed this may- at that time I’d only had the ring since November and the Kay I originally bought it from gave me it back I am not truly seeing in an unexceptable way.

However since the second I stepped into the Kay Jewelers in the Lancaster Tanger outlets Chelsea and her staff have been nothing short of amazing . Tonight I had to drop the ring off to have the center stone taken care of and during that time I also expressed to Chelsea and Natalie that since I got the ring back from the previous Kay, I felt there was many things wrong with the ring but was almost made to feel like I wasn’t seeing what I was -

Both Chelsea and Natalie returned that what I was seeing and my experimenters in fact real and they could see what I was as well. Not once did either of them make me feel crazy or wrong for feeling upset about the condition my ring was in and that it was in for only having the ring since November and only on my fiancés hand for a month at this point . They both really showed me such genuine care and consideration and really made the way I was feeling heard and seen - from here on out I will only deal with the Kay Jeweler’s at the Lancaster ranger outlets and work with Chelsea and her staff. They truly made me feel so much better and finally at ease about my finances ring and I know that Chelsea will make sure the ring I get back is worthy of Kay Jewelers and one my finance will be proud to wear. Thank you again for showing me nothing but care, kindness, genuine attention, understanding and the want and desire to make things right for your customers. If I could give more than 5...