KAY Jewelers — Local services in Elyria

If I could give 0 stars, I would. My husband and I purchase our wedding sets from here in May of ‘23. We were told he got a tungsten ring that is most definitely sterling silver. He needed something durable for his job so now the coating is rubbed off and it looks like a totally different ring. While someone at another store tried to make this right, (no thanks to this location), he is attached to this piece as we got married in it. Rightfully so. My set had lost stones within two days of purchase. I got them replaced and a week ago more stones were missing in the same spot. I was told my band was a “bad cast” and a “lemon” and “should’ve been replaced when the stones fell out the first time”. The associate even went as far to say she got her wedding set from a mom and pop shop and hers does the same thing. Probably not something you should say to a customer at your big name jewelry store. The other associate constantly kept approaching me telling me her wedding set has always lost stones. I don’t know about you, but I’m not frequently bringing in my wedding set for repairs. I paid a decent price for my piece and the quality should reflect that. They let me pick out a different enhancer just to tell me I couldn’t have it when going to send it for sizing. I was clearly very upset and angry and was told to come back to speak to the manager. I didn’t because I found someone actually concerned about my issue and willing to do whatever to help me. If a customer came in like I did and didn’t return, I would’ve personally reached out to make sure they got their issue resolved. I’ve heard nothing. This store has rude employees that try to twist the situation and your words to make them and the store look good. I recommend going somewhere else because it is very clear that training is lacking here when you do. I will tell everyone to go to a different Kay’s than Chesnut Commons. They ruined my experience and felt okay with me being upset with my wedding set. Kay’s in Lorain is committed to you throughout your entire experience and are up front and honest about what you’re purchasing. I can’t recommend them enough. Had it not been for my associate there, I would be walking around with a pricey wedding set with missing stones for God knows how...

I went to the store to return a ring after a misunderstanding about the trade in policy, mind you I was not mad nor was my mom who I brought with me, but the woman with the long, light blonde and curly hair immediately took up an attitude and got defensive about us wanting clarification on this policy simply because we were confused and she was acting like WE came in with attitude. It was my own fault I was confused about the policy, the woman had been up front about what it was from the start HOWEVER the attitude in her voice was not at all appreciated nor was the fact that she was incredibly rude to my mother and made me absolutely not want to come back to this store to look for another ring when the time was right. I will never go back there, or to any other Kay’s store, simply because of her. I get if you’re mad that you’re losing a sale, but don’t take it out on your customers, ESPECIALLY because I was being nice and trying to crack jokes to ease the atmosphere of what was certainly an awkward situation since I had to come back and return my ring. It’s funny how nice and pleasant she was when I bought the ring, but whenever I had to come back, suddenly she was not so nice and that’s absolutely unacceptable. If you’re going to work in customer service, work on how you speak to your customers even if you’re not getting the sale you wanted. I’m overall...

I started out going to Kay’s in great northern mall and met Kris! I was looking for some prices for an enhancer for my ring. Then I went back to the mall to look for a bigger diamond but Kris wasn’t there. So we met with others but the experience and understanding of what we wanted wasn’t being done. So I found out Kris actually is mainly at the Elyria Kay’s! So of course we followed her there and I can’t say enough how fun, smooth, and on point the whole process was! She knew exactly what we were looking for and gave honest opinions! We found a diamond size that was perfect and got my ring back SO FAST! I picked up my ring today and the manager Dawn was there too. She was so easy to work with and helped all the way! We loved the ring so much that Dawn even got on one knee and proposed with my ring lol I have never had such a great experience at a jewelry store as I have with Kris and Dawn at Kay’s in Elyria!! 1,000% need to see these ladies for...