KAY Jewelers — Local services in Fairfield

The emotional roller coaster the staff put me through is the reason for 1 star. I dropped off my wedding band for diamond replacement and cleaning. I received a phone call saying my ring was ready for pick up. My husband was out running errands and said he would pick it up for me. When he arrives he's told that I did not recieve a phone call for pick up, that they had called me to tell me more needed done with the ring and to accept more changes. When my husband told me that I was baffled because that is not the conversation that we had. I immediately called Kay Jewlers to clarify the situation with Ivy. She then tells me that there was a mistake, I never should have received a phone call for pick up because my ring was cracked in half and broken beyond repair. She said they had been trying to find a replacement for my ring the entire time and did not want to tell me until they had a solution. I broke down in tears on the phone. Ivy was very apologetic. I did not blame her at all for the error. She told me to come in and pick out a replacement. I was unable to come in for another 2 weeks to look at rings. I go in and wait for Ivy so I can start looking at rings. I sit down in front of Neil Lane because that's what my band was. She tells me the repair shop will replace the original cost plus up to $300. When I begin looking Ivy says "you had a Leo ring". I tell her "No, Neil Lane". She says "I'm sure it's Leo". I say nothing because I know what ring has been on my finger for 9 years. She then asks me my name. I tell her Michelle. She asks my last name. I tell her. Then she asks my husband's first and last name all while looking at the info in her hand. She walks behind the counter and searches through a bin and comes back with a different packet and says "your ring is ready for pickup!" Stunned, thinking she's joking I look at her dumbfounded and she repeats herself. I cry I'm so relieved and immediately feel terrible for the other Michelle. Ivy says, "there was a mix up of Michelle's, they did not verify the last name". (They? Ivy, YOU did not verify. You didnt verify my last name when you called or the type of ring. Nor did you verify my identity when I entered the store other than my first name). Then, she had the audacity to charge me for the diamond replacement. $50. I asked "Seeing as I thought my wedding ring was broken for weeks, can you please waive the $50 fee?". She said "No, only taxes. So $45" I say okay and she says "I'll do 40, my manager will be upset if I don't charge you anything". I walk out of the store, sit down on the bench right outside and begin recording a video of my experience. When finished she comes outside and taps me on the shoulder and says "let me refund you your money" and asks me for my phone number. I tell her and she is holding the other Michelle's packet in her hands and there is a sticky note on her packet with MY phone number. I told her that info and she removed the sticky note from her packet and threw it away. I asked if the other Michelle had been notified and she said that her husband was notified but I honestly doubt it. The lack of communication and attention to detail in that store is...

BEST CUSTOMER SERVICE EVER!!!!!

I cannot recommend this place enough. My fiancé and I came here to custom make our engagement ring and Aya has been great with us. She helped us come up with the perfect ring.

Aya has been assisting us since day 1.

I recently had an issue with the Kay Jewelry located at Concord CA where they messed up my ring by turning it Silver. The staff at concord were so unprofessional and were not able to provide a solution.

I took the ring back to Aya on 1/11/25 because I trust her. She has been so patient, professional and caring.

She was able to LISTEN to my concerns, SHOWED empathy and PROVIDED a plan to get this issue resolved. She kept me informed throughout the entire process. Even though the issue was not from her store, she did everything she could to RESOLVE IT. It was a rollercoaster or emotions. I was overwhelmed. it took a lot of emotional and financial distress. We shall see if this indeed is a permanent solution. I am crossing fingers that it does not get messed up again.

But it is important to point out the QUALITY of customer service. Her, along with Ivy were very nice and understood my concerns.

THEY WENT ABOVE AND BEYOND to help! They...

I came in to get a ring resized that I had received as a gift from a different Kay's 12 years ago. I assumed that I would have to pay for it since it had been so long ago, and I hadn't kept up with the regular cleanings.

However, Christina informed me that I could still get the ring resized for free, and resume the regular cleanings. It took quite some doing to find my old purchase in their computer and apply the warranty, but Christina managed it! I will definitely be going back to Kay's for any future...