KAY Jewelers — Local services in Eustis

After celebrating 10 years of marriage, I was excited to go with my husband to look at options for a custom wrap to add to the engagement ring he got me from Kay’s 11 years ago. I had been in a few months prior, and the gentleman that helped me was energetic, kind, and excited with me, letting me know the possibilities were endless.

I went in with that same excitement and slight nervousness tonight around 6pm. There were four associates, no other customers in the store. None of them greeted us until we walked up to the counter. The lady who assisted us did not seem excited, rather that we were an inconvenience. We asked about doing a custom wrap and she told us we’d have to make an appointment. I looked around and not a customer in sight. I explained my husband and I have conflicting schedules, and it’s hard to make a time to come. She mentioned it takes an hour to do the appointment, that she was getting ready to head out, and told us the process in detail, which sounded quite complicated. We went over what we wanted but could still not get a price from her saying both her and another associate have to do the custom piece together (and the other associate was there!!!)

Overall, I felt belittled, unimportant, and after that ordeal, wondering if it was worth getting something special like that if the process was that complicated and that’s how I was going to feel. I wish I had the same experience I had a few months ago, at this point my husband and I will...

Went in the store today to get some repair work done. Walked in and there were three women sitting and eating behind the counters. No one greeted us for the first few minutes. Then a younger lady walked up to us and asked us what we needed help with. Asked to see some jewelry. Young lady seemed as if she did not want to help. Told her I needed to get a bracelet sized. She started asking questions about where I bought it from and for how much. I asked what she needed that information for and she got really snippy and said “if you don’t want to get it sized here you can go to another store.” I’m not too sure if she thought we couldn’t pay for the repair or maybe it was the color of our skin but the entire staff was unwelcoming. I understand there’s a process they have to follow but the customers have a right to know why they’re asking so many questions. I even asked for the managers name, Fiona, and the manager walked up and didn’t even say hello. I’ve actually worked for Kay’s before and I would never recommend or return to this location. I would rather take the drive and give the business to my old store as I know they work off of numbers. Horrible store being ran by horrible and unwelcoming people. I will be contacting corporate to let them know as well as I know they would not appreciate their store being...

Review is an average of our experiences collectively in one month.

Fiancé: Had great experience with picking out my ring with really helpful staff. Mine: When I was sized in store, I didn't understand how my ring is supposed to fit because it came back too big. Went back in to get it resized again with the new location. However, every time I've spoken to a person about my wedding band being transferred to a certain store after our move, no one knows what I'm talking about and there's no notes of the address I've given 3 times already. It doesn't feel like the employees that helped me out every time I've called or been in care about getting this resolved. The lack of communication in the store made this complicated and my fiancé had to step in to hopefully get this handled. We'll see if it gets here.

So I'm over this store, happy to not have to go back.

UPDATE: FINALLY. After more than an unecessary amount of calls, it was sent to our new store. Glad I don't have to go back to...