KAY Jewelers — Local services in Farmington

Let me start out by saying that the ring is beautiful. Had issues with the in house financing when it came time to pay the monthly payment though. I never received the card in the mail. My concern was that someone had intercepted it and that they would use it to buy jewelry using my card. I came in and spoke to the manager at the time and he was very unhelpful. Said that they don’t provide support to their card due to it being a third party called Bread Financial and that I would have to call the 1(800) number. I couldn’t get someone that was very fluent in English so it made the conversation take much longer than necessary, I didn’t get the results I needed, and it was extremely frustrating. I wanted to lock the card so nobody could use it since I had never received it. The representative instead closed my account and opened a new one. I couldn’t go online anymore to make my payment because the account had been closed, I couldn’t make a new login, and the customer support had no idea what I was talking about when I called to request more help. So I ended up having to make a special trip into Farmington once a month to pay my bill. I did this for three months or so and due to the account confusion. It complicated things with even making a payment in store. My frustration grew every time I had to come to the store until I came across Faith. She saw my frustration and genuinely wanted to help. She spent over an hour on the phone with the customer service reps, having to get escalated from supervisor to supervisor until someone finally got it all figured out and was able to delete my old info and get the online account linked to my new account number. Faith saved the day and my feelings towards this beautiful ring! I can’t thank her enough! I paid off the ring a couple weeks ago and with the weight of that off my shoulders I then proposed to my girlfriend, who is now my fiancé. She absolutely loves the ring by the way. I catch her admiring it...

We’ve been customers of this Kay for several years and I can honestly say I have never had a less than wonderful experience either buying or handling my jewelry from them. We came in just before closing tonight to buy a new wedding set, just an upgrade from what I had. Faith helped us, but everyone else was a complete superstar as well. I felt so bad coming in that late. Nobody made me feel inconvenient or anything less than the first priority. I have worked in retail and customer service so I know it isn’t the best feeling when people walk in right before you can go home. My husband bought me an absolutely stellar, expensive and stunning set and everyone there just made an already special moment even more memorable. The girls there tonight were just amazing and patient and not just that, they were so excited for me and all around. The jewelry itself, the employees, and the general attitude is so sweet and so supportive and I just needed to take a minute to thank all three there tonight. You girls are rockstars for helping me decide even though I might have ruined going home on time for them. The effort and kindness did not go unnoticed. Very thrilled with my new rings, thrilled with how beautiful and kind the staff are too. Thank you girlies. All our love to you. You did a fantastic job tonight. Thank you Kay. I hope if a manager sees this you tell those girls that helped us tonight they...

Here’s the scoop... I took my ring in on January 19th. They told me it would be back on February 4th and it arrived on February 3rd, so that was awesome! I went to pick it up(mind you I live an hour away) and it was still too big. I tried to ask the person working for help with sizing because I obviously wasn’t getting it and how it was supposed to fit. He was so incompetent about it I almost just said forget it. So I figured out my size on my own, told him what I needed and he said that it would be in on February 13th. I asked if that is guaranteed and he was like yeah it should be here! I was really hoping so because our engagement pictures were set up on February 15th.

So starting on February 11th I called to make sure it was going to make it here on time. For days I got the run around. No one could answer my question, no one would call me back. And then finally on the 14th, a guy name Nick actually told me the truth and let me know that my ring wasn’t going to make it in time and I should probably reschedule my pictures. At that point I was just happy to have a response and the truth.

I ended up picking up my ring February 17th. The whole experience was just so frustrating and it’s frustrating that the people that work there don’t know much about jewelry as they are just there to sell it.

Hopefully the wedding band process...