KAY Jewelers — Local services in Flagstaff

Updated review 01/06/2025 I came into the store on 01/06/2025 to have my ring inspected and cleaned. I walked in and the only representative in the store was Alberta Nez; store manager. She greeted me and as I approached closer, she said “we’ll be right with you”. I waited patiently for about 15-20 minutes. She was working with another customer on the iPad, reviewing jewelry on their website. He proceeded to say that he wanted to look online himself. She told him that their store doesn’t get credit for the sale unless he orders it there. She continued to pressure him to make a purchase. He took her card and said he would look online and come back. At that point, he started perusing the cases but made no attempt to ask to look at anything. She continued to follow him and point out more jewelry in other cases. He was still browsing, but did not ask to look at anything. I interjected myself and asked if I could please have my ring cleaned and inspected. She declined and said she needed to finish helping him first. I responded that it appeared that he was just looking at this point. She maintained that I needed to wait. I stood there, and the customer said himself, it’s okay, you can help her. She approached me and said in an upset tone that it was not okay. She took my ring and inspected it, then put it in the ultrasonic cleaner. She went back to her iPad and asked for my information. She kept looking to see if he was still in the store and when she saw that he left, she was visibly and audibly upset. She finished my ring and as she handed it to me, she said “don’t you do that again” I advocated for myself and said “I think if you are the only one here, it is perfectly acceptable to help more than one person” she repeated no it was not okay and don’t do it again. All while in front of a new customer, whom was being helped by someone who came in from the back when she started scolding me. I asked for her district manager information. She handed me her card. I asked again for the district manager information, and asked her to write down their name. As she took the card back, she started hackling me and asking me where I work. I told her that was not appropriate and she continued on saying helping more than one person was not customer service and that corporate will tell me the same thing. I am so displeased with Alberta Nez’ treatment of me. I stayed calm the entire time. As I left, I wished her to have a good day in which she replied for me to do the same. She doesn’t know how to treat people and if she is the only one helping, there was no reason she couldn’t multitask between two customers when my service took less than five minutes and I waited 3x that. Her scolding me not to do that again in front of another customer was completely inappropriate. At the end of the day, all they care about is your sale, if you aren’t buying, they don’t care how they treat you.

—————————————————— Original review prior to becoming a standalone store: Jasmine at this store is amazing! She is so kind and super helpful. She changed a negative experience into a super positive one and totally...

Updated Review: Acknowledging Exceptional Follow-Through (from non store staff)

I’m updating this review to recognize the commendable efforts made by the district manager to course-correct my experience. She acknowledged that the root of the issue stemmed from a training and communication breakdown, and assured me that steps were being taken to address it with the staff to prevent future occurrences.

Thanks to her swift and thoughtful intervention—alongside the outstanding support from the Kay Jewelers store in the valley (San Tan Village store provides truly EXCELLENT service!)—my situation has been fully resolved. I am increasing my review ONLY because of the district manager’s prompt action and genuine commitment to quality customer care.

Thank you S!

Original Review: Unacceptable Customer Experience and Misleading Management Practices

I purchased a bracelet online that broke within just a few months—fortunately, I had opted for the warranty. I brought the bracelet into the store to have it sent for repair, and while it was initially fixed, it broke again within days of receiving it back. I returned it once more, only to be told by the repair center that it was now deemed unrepairable.

I was never contacted by the store regarding this update. After waiting for what felt like months, I had to initiate the follow-up myself. The store manager (Alberta) informed me I could either replace the bracelet with the same item or choose something else. She asked me to browse online and provide item numbers for alternatives. I did exactly that—selecting two items, one double and one triple the original bracelet’s value—and she said she’d check with customer service to confirm what I was eligible for and get back to me.

After a week and a half with no follow-up, I called again. This time, Alberta claimed I could ONLY select items available in her store and was not permitted to order online. She also denied our previous conversation and insisted I had never provided item numbers.

This ordeal has dragged on for nearly six months. It became clear I was being misled and given the runaround. I finally contacted another Kay Jewelers location in the valley, where the staff was courteous, efficient, and immediately helped me order the items I wanted—confirming that none of this should have taken so long.

Buyer beware: this particular store operates with dishonesty and poor accountability. Proceed...

I wrote a 5 star review for Laura almost a year ago and I wanted to write Laura another 5 star review. She has gone above and beyond this month! A year ago I put a piece in my wish list. My birthday happens to be this month and my husband was trying to figure out what to get me. He got an email from Laura that the piece on my wish list was available. Sadly by the time he arrived at the store it was sold. This piece is no longer available online either. Laura search all the Kay stores in the US and found the last remaining piece at a store in New York. She called them and had it shipped out right away. My husband paid for it the morning it was to arrive and said we would be back later. Laura opened the package as soon as she discovered it arrived from the store in New York, only to discover they sent the wrong piece. She called the store in New York and sadly they had sold it that morning, when it didn’t go in the shipping box like it was supposed to it remained on the sales floor in New York so it sold. She proceeded to hunt for the piece again in anyway she could think of. Unfortunately to no avail! She helped select another piece I absolutely love and make sure to process everything same day. Though the new piece was more than we really wanted to spend, which is 100% out of her control I love it. She offered a full refund since the original piece didn’t arrive as planned but we opted for an exchange and to pay the difference for the new piece. We did not want her to lose a sale after all the hard work she put in and things that were beyond her control. Laura has helped us with multiple pieces of jewelry over the past year for my husband, me and my daughter. She is patient, helpful and kind. She wants her customers to be satisfied. My husband was disappointed over losing out on the piece that was on my wish list twice, but her assistance and effort to help made everything work out. Customers make note, Disney Treasures pieces do not stick around for a long time, don’t wait to long if you find what you want. Go see Laura and she will track it down for you if it’s...